Invoke Power Automate flows from macros in Customer Service workspace

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 2021

Business value

With macros, you can enhance agent productivity by automating common and repetitive tasks, and help ensure consistency and quality of these tasks across large teams. The macros to run Power Automate flows allow you to apply complex logic to the automation process, reduce the burden on agents, and allow for quicker turnaround time to help customers.

Feature details

Service administrators can define macros that run Power Automate flows using the Run Flow connector. Subsequently, when agents run the macros within the Customer Service workspace, the logical conditions will be evaluated and appropriate steps that are defined in the macros will be run. Some example scenarios are:

  • Run a macro to authenticate a customer.
  • Run a macro to pass customer information from a case form to an external system.