macro in app guidance, omnichannel and salesforce shortcuts .pptx

its about salesforce service tools

1. Ctrl + / / E

2. So many clicks Agents are getting click fatigue. Agents click records, fields, and buttons—the clicks seem never-ending. Less copy/paste Agents are copying and pasting internal notes, email signatures, and other phrases that they use often. After pasting, agents still have to replace items, like the customer’s name and case number. Agents perform the same tasks on multiple cases With all the cases about broken solar panels, agents are repeating the same actions on many cases. After the agent has verified the damage from a customer photo, they email the customer to apologize for the inconvenience, add internal case comments to note that the damage has been verified, then they send the case to a queue that’s authorized to send the replacement. Returning to records is difficult Sometimes agents need to return to a specific record, but with the volume of records they work on, it’s too hard to remember a contact’s name or a specific case number. And switching between Recently Viewed list views for each object takes so many clicks. Status changes are tedious The agents need an easier way to escalate cases that come in for broken solar panels. https://trailhead.salesforce.com/content/learn/modules/service-cloud-agent-productivity/learn-about-service-console-productivity-tools

3. Tool Description Great For... Quick text Quick text is a predefined message , like a greeting, note, phrase, or answer to a common question. Users can insert quick text in their emails, chats, and more. To insert quick text, users click a button or press a keyboard shortcut. Standardization Replacement for copy/paste Macros A macro is a set of instructions that tells the system how to complete a task . Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status— all in a single click . When a user runs a macro, the system performs each instruction on the open record. Users run macros from the app’s utility bar. Consistency Performing repetitive tasks

4. Quick text https://help.salesforce.com/s/articleView?id=sf.quick_text_setting_up.htm&type=5

5. Regular macros These macros perform actions that can be undone, meaning nothing is submitted, sent, or saved. For example, a macro that inserts an email template but doesn’t send the email is a regular macro . Irreversible macros These macros perform actions that can’t be undone, such as sending emails to customers or updating a case’s status. These macros contain a Submit Action instruction that’s irreversible. There’s also a special permission that allows users to work with them. To create, edit, or run macros that contain irreversible actions, the user must have the Manage Macros Users Can’t Undo permission. Users without the Manage Macros Users Can’t Undo permission can still create and edit macros that don’t contain instructions for performing irreversible actions. Just make sure they have create and edit permission on the macro object itself. Bulk macros These macros can run on multiple records at a time.

6. I n-app guidance https://empathetic-moose-sp174n-dev-ed.trailblaze.lightning.force.com/lightning/page/home Example Service console app  Home Sales Console app  Home

7. Service dashbosrds https://perstorp.lightning.force.com/lightning/r/Folder/00l1t000000IljRAAS/view?queryScope=userFolders

8. Omni-Channel