Managing customer relationships can be a complex task, but there are tools and strategies available that can simplify your process. One such tool is Salesforce Lightning.
With Salesforce Lightning, you can automate repetitive tasks and facilitate your workflow using Macros. Macro is a powerful tool designed to make your life easier and save you valuable time that you can spend on more critical tasks.
But how to create Macros in Salesforce Lightning?
If you're new to Salesforce Lightning, creating Macros may seem like a daunting task. That's why we've put together this step-by-step guide to help you create Macros in Salesforce Lightning.
Whether you're a sales professional, marketer, or customer service representative, this guide will show you how to leverage the power of Macros to supercharge your productivity and take your business to the next level. So let’s start!
Salesforce Lightning: An Overview
Salesforce Lightning is a modern, streamlined version of the Salesforce platform introduced in 2015. It offers an enhanced user interface with improved navigation and more advanced features, such as customizable dashboards, automation tools, and drag-and-drop capabilities.
Lightning also offers improved mobile functionality, allowing users to access the platform from their smartphones or tablets with ease. Simply, Salesforce is the original CRM platform, while Salesforce Lightning is a newer version with a more user-friendly experience.
What are Macros in Salesforce Lightning?
Macros are a powerful feature in Salesforce Lightning that enables users to automate repetitive tasks. Simply put, a Macro is a series of predefined actions that can be triggered with a single click.
Besides, you can customize it to perform multiple functions, such as updating various records, sending automated emails, or creating follow-up tasks.
Users can easily incorporate this feature into their daily workflow and realize significant time savings with the ability to create, edit, and run Macros directly within the Salesforce Lightning interface.
How to Create Macros in Salesforce Lightning?
For creating Macros in Salesforce Lightning, follow the steps below:
1. Enable Feed-Based Layout for the Object
First, go to “Setup” and select the “Object Manager” tab.
Select the object for which you want to create a Macro.
Now, create a new page layout or select an existing one.
Enable the “Feed-Based Layout” option by checking the checkbox.
Assign the page layout to the relevant profile.
2. Access the Publisher Actions
Navigate to the relevant object's feed view in Salesforce Lightning.
Go to the “Publisher Actions” area at the top of the feed. Publisher actions include such actions: post, file, new contact, new task, new case, etc.
3. Create a New Macro
Click the “Macros” button on the right-hand side of the publisher actions area.
Now, select “+” or "New Macro."
Provide a name and description for the macro, select the appropriate folder, and specify the object to which the macro applies as described below:
Macro Name
Select a defining name for the macro that conveys its intended purpose. For instance, if the macro's purpose is to replace a critical update of your email subject, you may name it "Replace Critical Update of Email Subject."
Description
Write a brief explanation about the macro's purpose in the description field. This optional field clarifies the macro's functionality for other agents and helps differentiate it from similar macros.
Apply To
By default, the “Apply To” field is set to the object you were viewing previously. However, you can change this default setting to make a different object Macro.
Folder
Folders allow you to arrange and collaborate on Macros. You may create up to four folders, including one primary folder and three subfolders.
(Remember that the Folder field is only visible when the "Share and organize macros in folders" feature is available and on. You may need to add the Folder field to the page layout to use this functionality in some organizations.)
After selecting a name, description, and category, select the object and feed view to associate the Macro with.
4. Define the Macro Steps
Now, click "Add Action" to define the steps of the Macro.
Choose the type of action you want to add, such as updating a field, creating a record, or sending an email.
Then, fill in the required details for each action step.
Add additional action steps as needed by clicking "Add Action" again.
5. Save and Test the Macro
Save the Macro once all action steps are defined.
Test the Macro by running it in the feed view for the associated object.
Lastly, make any necessary adjustments to the Macro as needed.
Benefits of Using Macros in Customer Service Workflows
The following are some benefits you can get using Macros:
Increased Efficiency
Macros can help agents complete repetitive or time-consuming tasks with just a few clicks, reducing the time and effort required to handle common customer service scenarios.
Consistency
Macros can help ensure that all agents follow consistent processes and procedures when handling customer service requests, leading to more consistent outcomes and higher customer satisfaction.
Improved Accuracy
By automating certain aspects of customer service workflows, Macros can help reduce the risk of errors or oversights, conducting more accurate and reliable service delivery.
Flexibility
Macros can be customized to meet the specific needs of customers and organizations, allowing you to create a library of pre-written responses and actions that can be quickly accessed as needed.
Cost Savings
By reducing the time and effort required to handle customer service requests, Macros can help organizations save money on labor costs and improve overall operational efficiency.
Wrap Up
Macros can be a game-changer for customer service workflows, providing numerous benefits in efficiency, consistency, accuracy, flexibility, and cost savings.
With Salesforce Lightning, creating and using Macros is quite challenging. However, by following the step-by-step guide we have provided, even beginners can quickly get up with Macros and start realizing the benefits of this powerful tool.
With the right approach and a little practice, you may be surprised at how much they can improve your customer service operations and help you deliver an exceptional customer experience.
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