Work with macros
Customer service agents have a lot to do while working on customer issues. Multiple clicks and repetitive tasks can lead to human error while agents copy and paste the data across different operations. Macros help address these challenges by assisting users in performing daily operations faster, more efficiently, and in a process-compliant manner. Macros are commonly used to automate repetitive actions. They reduce the occurrence of human error when agents are copying and pasting data and help improve agent productivity. Improving agent productivity leads to lower average handling time and improved customer satisfaction. Think of macros as reusable components, where the same macro can be used with different sessions based on your organization's requirements.
Create macros
You can create macros in the Customer Service admin center application. Navigate to the Agent experience section, select Productivity, and select Manage next to Macros.
When you initially create the macro, specify the following information:
Name - Name of the macro that will be displayed to the agent at runtime.
Description - Description of the macro's purpose that will be displayed to the agent at runtime.
After you've defined the initial details of the macro, you can define the different actions that the macro will implement. You can accomplish this task by using the available connectors:
Productivity automation - Provides actions that perform model-driven app operations.
Session connector - Provides actions that perform session-related operations.
Omnichannel connector - Provides actions to perform Omnichannel for Customer Service-related operations.
Flow connector - Provides the ability to trigger a Power Automate flow.
Productivity automation
The reason that organizations want to automate items is to help their agents be more productive and eliminate errors that can occur when they're performing tasks manually. Productivity automation macros help reduce errors by allowing you to automate and perform common model-driven app operations. For example, the macro could create a new case record based on available details in the conversation.
Productivity automation actions include:
Open a new form to create a record - Opens a new form to create a record.
Open an existing form - Opens an existing record form.
Open a record grid - Open a record grid.
Search the knowledge base for the populated phrase - Searches knowledge articles based on the populated phrase.
Do a relevance search based on the phrase - Searches knowledge articles based on the populated phrase.
Update an existing record - Updates an existing record.
Open an email form with predefined template - Opens an email with a predefined template.
Resolve a case - Resolves a case.
Autofill form fields - Updates the form attribute (field).
Clone current record - Clones an existing record that is open in the current tab.
Open knowledge base article - Opens the knowledge base article.
Save the record - Saves the record data that has been entered in all the mandatory fields. The action fails if the mandatory fields don't contain data.
Clone input record - This action clones an existing record. It only copies the fields and doesn't save the record.
Session Connector
One of the many advantages of Omnichannel for Customer Service is the ability for agents to work with multiple sessions at once. Session Connecter actions can be used to automate and perform operations that are related to a session in Omnichannel for Customer Service. For example, after some data has changed in a record, you can refresh the tab that the record is being displayed in to ensure that you're working with the most recent data.
Available Session Connector actions include:
Get current tab - Gets the details of the current tab in Omnichannel for Customer Service.
Open application tab - Opens the specified application in a new tab with the attributes that you define.
Refresh the Session Context - Refreshes the session context in Customer Service workspace for entity sessions.
Refresh tab - Refreshes a tab in the Omnichannel for Customer Service session.
Focus tab - Puts focus on a tab in the Omnichannel for Customer Service session.
Omnichannel Connector
Omnichannel Connector actions let you automate and perform operations that are related to Omnichannel for Customer Service. For example, the most common operations that you can implement are the linking and unlinking of records.
The Omnichannel Connector allows you to perform the following actions:
Send KB article in chat - Pastes a knowledge base article in the conversation chat window. Must be used with the Search knowledge base for the populated phrase action.
Link record to the conversation - Links a record to the conversation when the customer is communicating with an agent in the Omnichannel for Customer Service session.
Unlink record from the conversation - Unlinks a record from the conversation when the customer is communicating with an agent in the Omnichannel for Customer Service session.
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.
- Run Flow: Triggers Power Automate flows using macros in agent scripts.
Built-in
You can run a macro action step based on the conditions using the Built-in control. The Built-in category connector has a condition action.
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's evaluated as false, don't perform any further actions.
For more information, see Automate tasks with macros.
After you understand the different actions available, you'll examine how to use automation to pass parameters.