Service Cloud can be customized in many different ways to make the lives of support agents easier. Turns out, there’s a lot under the hood. Whether you’re brand new to the ‘cloud, migrating from Desk.com or just looking to get more out of your help desk, this post will help you discover two great features: Quick Actions and Macros.
Whether you’re brand new to the ‘cloud, migrating from Desk.com, or just looking to get more out of your help desk, this post will help you discover two great features: Quick Actions and Macros.
Quick Actions is one of those features that aren’t immediately visible to new users, but they are super helpful for optimizing workflows. It’s a unique-to-Service Cloud feature and is really customizable. Quick Actions are exactly what they sound like – a quick way to action something from a specific place (contact screen, case view, etc) in Service Cloud. They provide a shortcut for things that you need to do quickly, but not completely.
Macros are pretty standard to help desks and solve a similar problem to Quick Actions. However, Macros are exclusive to case-based workflows. Customer support teams often do the same tasks and answer the same questions over and over again. Macros are a place to store these frequent answers in one place so that your team saves time and ensures consistency across cases.
Today, we’re going to explain how your team can use both of these tools to save time when helping customers over Service Cloud.
Once you understand how Quick Actions work, you can use them everywhere in Salesforce to make one-click actions. They make workflow optimization really accessible for all admins because every screen is totally customizable to how your support team operates.
Global vs Object Specific Actions: Quick actions can either be universal or they can be specific to an object. Global Quick Actions don’t have a defined relationship to any other objects and can be actioned from anywhere. Huh, that does sound a little bit like Tinder, doesn’t it? For example, a Global Quick Action could be used to create a new contact that has no connections to any account, lead, or case. However, if you wanted to open a case that was specifically related to a contact, you’d use an Object Specific Action – and the button would only be visible on a contact page.
As with many things in Salesforce, it takes a bit of up-front work to set up Quick Actions. But they are super powerful once you get there! Just take a deep breath, imagine how hard this job would be without Salesforce, and then power through it. We believe in you 🔥.
Case Specific Quick Actions allow you to efficiently update a case, send an email, launch a flow, or access a Visualforce page. It’s super helpful for agents or managers who are updating tickets on the go through the mobile app.
First, set up the action you want to carry out. For example, if you want a quick action on cases to launch a flow, you need to set up the flow.
Next, create the new action on the Case object through the Object Manager.
Give your Quick Action a name, and decide what you want it to do. You’ll define the action in the next step. If you start feeling a little bit omnipotent here, good, that’s what we’re aiming for.
Set up the Quick Action tab. In this example, we’re creating an action that helps escalate cases by updating the Status and Case Owner, while marking the case as escalated. The agent can also leave an internal comment about why the case was escalated.
Save the layout, and then we need to add the Quick Action to our Case Page Layout.
Choose Case Page Layouts, select the Mobile & Lightning Actions and then drag the new action to the Salesforce Mobile and Lightning Experience Section.
Click Save and your action are now available for agents on the Case layout page. You’ve already done so much good with your power, well done!
Deciding how to use Quick Actions is as simple as identifying where your team is feeling the pain of “too many clicks”. If they are feeling the strain of doing the same thing over and over again, a Quick Action is a great idea. We bet Bill Murray would have loved to have this option in Groundhog Day, but it didn’t exist, alas.
Here are five ways you can use Quick Actions to get your brain turning:
Most help desks offer macros to help reduce the need for repetitive typing and workflows. Service Cloud takes macros a step further with its visual editor.
Service Cloud macros are used to make changes to a case, take advantage of Quick Actions, and store common replies. They help big teams stay consistent across cases, and improve efficiency.
First, if you’re using Salesforce Lightning, you’ll need to add Macros to the Utility Bar in order to use them.
Under Service Setup, choose App Manager, scroll down to Service Console and click Edit under the drop-down menu.
From there, choose Utility Bar, click Add and search for the Macros Utility.
Great. Now you’re ready to start building Macros in Service Cloud.
From the main Service Console, click the Macros button on the bottom Utility Bar. Choose Add Macro, and give it a name and description so it’s easily recognizable.
Next, click Edit Instructions to tell the Macro what it’s supposed to do. This is your chance to give that macro purpose, a reason for being if you will. The visual Macro builder will open up in a new browser window.
Highlight the area you want to action – it might be a case field, sending an email, or even layering on Quick Actions. In the example below, we’re inserting text into a new email to be sent to the case requester.
If you want the Macro to actually send the email, remember to add an instruction to hit “Send” or “Save”. If you want to manually review before saving, leave that part off.
Click Save and your Macro is ready to use!
Macros are similar to Quick Actions, but are better at storing information like canned replies. If you find yourself typing the same thing frequently, it’s time to start a macro.
Here are three ways you can use Macros:
The benefit of Service Cloud comes from the ability to customize depending on your team’s needs. If you can dream it, you can do it.
If you’re looking for ways to improve your Service Cloud workflows, start by asking the team what their top 5 most frequent actions or tickets are. They might respond with “canceling an account” or “updating a user’s profile” or “sending a bug report to engineering.”
How can you make these actions happen in just one click? What information needs to be contained in these actions? Who needs to be involved?
By focusing on the most common workflows, you can save your team a lot of time in Service Cloud. Let us know how you’ve put Quick Actions and Macros to work within your own team below!
Liked this article? Sign up and subscribe for more tips!
Zendesk functions can be manipulated for nearly any external or internal service. This post outlines some specific techniques for HR utilizing Zendesk. However, help desks can be used for other teams and purposes as well. IT, Finance, Sales, Legal, and Operations departments can also use Zendesk to streamline business communication.