Automate tasks with macros

Overview of macros

In the customer service industry, agents have to click often to perform simple tasks, such as open a form, fill, and save it, and many repetitive and monotonous actions, such as greeting and verifying a customer, sending acknowledgment mail, and taking notes. These clicks and repetitive tasks can lead to human errors when agents copy and paste the data across different operations.

Macros are a set of sequential actions that are performed by a user. They enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

The value propositions of the macros are as follows:

  • Automate repetitive and monotonous tasks with a single click.

  • Minimize human errors.

  • Adhere to business processes.

  • Lower average handling time.

  • Improve customer satisfaction.

  • Create contextual and reusable macros.

The macros in Customer Service workspace have the following:

Prerequisites

  • Install Dynamics 365 Productivity Tools solution.

  • Ensure that you have the Productivity tools administrator security role. More information: Assign roles and enable users

  • Ensure that agents and supervisors are assigned the Productivity tools user security role. More information: Assign roles and enable users

Predefined automation actions

In Customer Service, macros provide three connectors:

Productivity automation

As an administrator, you can use the actions any number of times across different macros to automate and perform model-driven app operations.

The following screenshot shows the actions that are explained in the subsequent sections.

Macro actions for productivity automation.

Open a new form to create a record

This action is used to open a new form to create a record. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to open.
This is a mandatory field.
incident
Entity form ID Specify the form ID.
This is an optional field.
Attribute Name Specify the attribute logical name. You need to provide the attribute name to prepopulate the field with a value.
Attribute Value Specify the attribute value. You need to provide the attribute value to prepopulate the attribute field.

Open an existing record

This action is used to open an existing record form. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to open.
This is a mandatory field.
incident
Entity record ID Specify the entity record ID.
This is a mandatory field.
Entity form ID Specify the form ID.
This is an optional field.

Open a record grid

This action is used to open a record grid. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity for which you want to open the grid.
This is a mandatory field.
incident
View ID Specify the ID of the view that you want to open.
This is a mandatory field.
View type Specify the view type.
This is a mandatory field.

Search the knowledge base for the populated phrase

This action is used for searching knowledge articles based on the populated phrase. The action contains the following field.

Field Description Parameter
Search string Provide the phrase based on which you want to search for knowledge articles. You can provide the context data. For example, the context data parameter can be a case title.

Do a relevance search based on the phrase

This action is used for searching knowledge articles based on the populated phrase. The action contains the following field.

Field Description Parameter
Search string Provide the phrase based on which you want to do a relevance search. You can provide the context data. For example, the context data parameter can be a case title.
This is a mandatory field.

Update an existing record

This action is used to update an existing record. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to update.
This is a mandatory field.
incident
Entity record ID Specify the entity record ID.
This is a mandatory field.
Attribute Name Specify the attribute logical name you want to update.
Attribute Value Specify the attribute value that will be updated for the above-mentioned attribute.

Open an email form with predefined template

This action is used to open an email with a predefined template. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity.
This is a mandatory field.
incident
Entity record ID Specify the entity record ID.
This is a mandatory field.
Email recipients Specify the recipients to whom you want the mail to be sent.
This is a mandatory field.
Template ID Specify the ID of the template that must displayed in the email.
This is a mandatory field.

Resolve a case

This action is used to resolve a case. The action contains the following fields.

Field Description Parameter
Billable time Specify the time that is billable.
This is a mandatory field.
incident
Incident ID Specify the ID of the case that you want to close.
This is a mandatory field.
Resolution Specify the reason to resolve the case.
This is a mandatory field.

Autofill form fields

This action is used for updating the form attribute (field). The action updates the attribute of a form if that form is currently in focus and has the same entity type as mentioned in action. If the action is run for any other entity, then the action will fail. Also, the action only updates the field and doesn't save the record. The action contains the following field.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to update.
This is a mandatory field.
incident

Clone current record

This action is used for cloning an existing record that is open in the current tab. The action only copies the fields and does not save the record. The action contains the following field.

Field Description Parameter
Record title Specify the title of the record that you want to clone.
This is a mandatory field.

Open knowledge base article

This action is used to open the knowledge base article. The action contains the following field.

Field Description Parameter
Entity record ID Specify the entity ID of the knowledge base article that you want to open.
This is a mandatory field.

Save the record

This action saves the record after you've entered data in all the mandatory fields. The action fails if the mandatory fields aren't entered or are left blank.

Clone input record

This action clones an existing record. The action only copies the fields and does not save the record. The action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to clone.
This is a mandatory field.
Entity record ID Specify the ID of the entity record.
This is a mandatory field.
Record title Specify the record title.

Session connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to a session in Customer Service workspace.

Macro actions for session connector.

Get the current tab

This action gets the details of the current tab in Omnichannel for Customer Service. The action retrieves the Tab ID that could be used in the Refresh tab and Focus tab actions.

Open application tab

This action opens the specified application in a new tab with the attributes that you define. The action contains the following fields.

Field Description Parameter
Page type Specify the application type to be opened. More information: Application types
This is a mandatory field.
Application Template ID Specify the ID of the application template.
This is a mandatory field.
Attribute Name Specify the attribute logical name you want to update.
Attribute Value Specify the attribute value that will be updated for the above-mentioned attribute.

Refresh the session context

This action refreshes the session context in Customer Service workspace for entity sessions. For example, if you launch an entity session for a case record, the session context variables will be defined when the session starts. However, if you update the case title, the session context will not be updated. Therefore, macros will use the cached information. You can add the Refresh the session context step after starting the macro run to use the latest information.

Refresh the tab

This action refreshes a tab in the Customer Service workspace session. This action contains the following field.

Field Description Parameter
Tab ID Specify the ID of the tab that you want to refresh.
This is a mandatory field.

Focus on the tab

This action focuses on a tab in the Customer Service workspace session. This action contains the following field.

Field Description Parameter
Tab ID Specify the identifier of the tab that you want to give focus to.
This is a mandatory field.

Omnichannel connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service.

Note

Macro actions for the Omnichannel connector is available if Customer Service workspace in Omnichannel for Customer Service is installed.

Macro actions for Omnichannel connector.

Send KB article in chat

This action pastes a knowledge base article in the conversation chat window. It must be used with the Search knowledge base for the populated phrase action. The action contains the following field.

Field Description Parameter
Entity record ID Specify the ID of the entity record.
This is a mandatory field.

This action links a record to the conversation when the customer is communicating with the agent in the Omnichannel for Customer Service session. This action contains the following fields.

Field Description Parameter
Entity Logical Name Specify the logical name of the entity that you want to link.
This is a mandatory field.
incident
Entity record id Specify the entity record ID of the entity that you want to link.
This is a mandatory field.
Entity primary Name Specify the primary name of the entity that you want to link.
This is a mandatory field.

This action unlinks a record from the conversation when the customer is communicating with the agent in the Omnichannel for Customer Service session. This action contains the following fields.

Field Description Parameter
Entity Logical Name Specify the logical name of the entity that you want to unlink.
This is a mandatory field.
incident
Entity record id Specify the entity record ID of the entity that you want to unlink.
This is a mandatory field.
Entity primary Name Specify the primary name of the entity that you want to unlink.
This is a mandatory field.

Flow connector

As an administrator, you can use the actions any number of times across different macros to automate and perform operations related to Omnichannel for Customer Service and Customer Service workspace.

Macro actions for flow connector.

Run Flow

This action triggers Power Automate flows using macros in agent scripts. This action contains the following fields.

Field Description Parameter
Entity logical name Specify the logical name of the entity that you want to link. This is a mandatory field. Any Microsoft Dataverse entity, such as Account, can be used based on business needs. account
Entity record id Specify the entity record ID of the entity that you want to link. This is a mandatory field. Ids or slugs, such as {customerRecordId}, can be used. While this field is labeled as entity record id, any value to be processed can be passed. While the field is required, values do not have to be functional unless required for the flow logic. {customerRecordId}
Select flow Specify or select the Power Automate flow to be run by this action. Requires instant cloud flows with When a record is selected flow triggers. Existing flows with proper permissions will be detected and displayed in the drop-down list.

Power Automate flow permissions

Referenced flows require valid connection and run permissions for the Omnichannel for Customer Service and Customer Service workspace tenant and agents that run the flow from within agent scripts.

Flow permissions.

When you run the Run flow action, flows are run within the embedded flow widget on Omnichannel for Customer Service.

Run Flow.

Built-in

The Built-in control allows you to run a macro action step based on the conditions. The Built-in category connector has a Condition action.

Condition connector.

To use the Built-in category, you first need to have a trigger (predefined automation actions). That is, select a predefined automation action first, and before or after a step, you can define the condition. You can also create nested conditions as per your requirements.

Using the View run history option for a particular macro, you can see the condition that was run and whether it succeeded.

For example, you want to open a new form and save it after entering the fields. If the Product field in the form has Surface as the value, evaluate it as true and then perform the knowledge base article search with the search phrase as Surface. If it is evaluated as false, don't perform any further actions.

Macro conditional builder.

Use the automation dictionary to pass macro context data parameters

Macros are a set of configured actions that are run on demand by users. As an administrator, you need to configure the actions that a macro must perform. To configure the actions, you need to provide certain data parameters keys. When an agent runs the macro, these data parameters keys are replaced by contextual values.

To learn about the slugs for productivity tools, see Slugs.

To learn more, see Use automation dictionary to pass data parameter keys.

Create a macro

To create a macro

  1. In Dynamics 365, go to one of the apps, and perform the following steps.

    1. In the site map, in Agent experience, select Productivity.

    2. For Macros, select Manage.

  2. On the page that appears, select New.

  3. On the Macros page, specify the following.

    Field Description Example value
    Name Provide a name to the macro. The name is displayed to the agent at runtime. Create case
    Description Describe the purpose of the macro. The description is displayed to the agent at runtime. This macro action is used to create a case.
  4. On the Preferred automation actions tab, select Start macro execution, and then select New step.

    Create macro.

    1. Select a connector from the list. The following connectors are available:

    2. Select an action from the list of actions. You can add as many actions as you need, based on your business requirements.

      If you select Productivity Automation, you'll see the following actions.

      Purpose Action name
      Open a new form to create a record Create new
      Open an existing form Open form
      Open a record grid Open grid
      Search the knowledge base for the populated phrase Search knowledge articles
      Do a relevance search based on the phrase Search
      Update an existing record Update record
      Open an email form with predefined template Open email
      Resolve a case Resolve case

      Macro actions sample.

      For example, select Open a new form to create a record, and the step appears. More information: Productivity automation.

      If you select Session connector, you'll see the following actions.

      Purpose Action name
      Refresh the application tab Refresh tab
      Focus on a particular application tab from another application tab Focus tab
      Get the details of the current application tab Get current tab

      Macro actions for session.

      More information: Session connector

      If you select Omnichannel connector, you'll see the following actions.

      Purpose Action name
      Link a record to the conversation while interacting with the customer Link record to the conversation
      Unlink a record from the conversation while interacting with the customer Unlink record from the conversation

      Macro actions for Omnichannel.

      More information: Omnichannel connector

      Note

      Omnichannel connector is not available in Customer Service workspace.

  5. Specify the values in the fields. To learn how to specify the values, see Use automation dictionary to pass data parameters keys.

    If you selected Open a new form to create a record, you can select Show advanced options to add the attributes and values you want. If required, you can select Add new item to add more attributes.

    Attributes for Open a new form to create a record.

  6. After you add an action step, to define conditions, select the Built-in tab, and select Control.

  7. Select Condition to define the conditions. The condition has If true or If false. Define the condition as per your requirement.

  8. To add another action step, repeat step 7 and optionally step 8.

  9. Select Save and close.

Now, when the agent runs the macro, the actions will be run by fetching the data parameter keys according to the context available from the sources. More information: Use automation dictionary to pass data parameters keys.

View macro run history

Important

The Omnichannel Administration app won't be supported after April 30, 2022, and will be deprecated in a future release. We recommend that you use the Omnichannel admin center app. The latest features, such as unified routing and voice channel, can be configured and used only in this admin app. For more information about the deprecation announcement, see Omnichannel Administration app is deprecated.

As an administrator, you can view the macro run history, which shows how many times a macro has been run, along with the success or fail status. When you select a macro that failed, you can view the exact action step at which the failure occurred.

  1. Go to the Macros page, and select the macro for which you want to view the history.

  2. Select View run history.

    View the run history for a macro.

  3. Select the macro that failed from the list.

    Select the macro that failed.

  4. See the macro action step that caused the failure. Review the previous step for any issue in the slug data parameters that might've been passed incorrectly or slug data parameters that were updated incorrectly.

    Review the macro action steps.

    For example, when you select on the Open a new form to create a record step, select Show more, and you can view that the mandatory fields don't have values, which are mandatory to save the record. Due to this reason, the macro run failed at the Save the record step.

    Review the macro action steps to understand failure reason.

  5. Fix the macro step action that you think might have caused the failure, and then try running it again. For example, since the values are not resolved, go to the macro designer and then check on the slugs, and then try running the macro again.

    Note

    If the issue persists, contact Microsoft support.

See also

Use automation dictionary to pass data parameters keys
Agent scripts
Smart Assist