In-App Guidance, Macros and Quick Text – Underrated Features?

Document Status: First Draft

Company background:
Large-scale, global Service Cloud implementation.

Business Goals:

• Increase agent productivity
• Standardize processes
• Simplify Salesforce implementation
• Speed up agent onboarding

Summary

In-App Guidance, Macros and Quick Text can be a low-code, very flexibel way to reach the business goals of a Service Cloud implementation.
While all three features have heavy limitations, they can be one tool in every Salesforce Architects tool-belt.

Table of Contents

• Summary
• Quick Text
  • What
  • Why
  • Where
  • Details
• Macors
  • What:
  • Why:
  • Details
• In-App Guidance
  • What
  • Why
  • Details

Quick Text

What

Insert Text without fancy formating in certain Fields (Service + Email)

Why

• Increase agent productivity -> Yes
• Standardize processes -> Yes
• Simplify Salesforce implementation -> No
• Speed up agent onboarding -> Yes

Where

• Email
• Cases
• Chats
• Knowledge Articles
• Tasks & Events

Details

Sharing:
– Yes

Deployable:
– No (Not sure)

Limits:
– Only works on certain fields/objects
– No Translations
– Considerations: https://help.salesforce.com/articleView?id=sf.quick_text_considerations.htm&type=5

Macors

What:

Allow the user to execute multiple pre-defined steps in a certain order.

Why:

• Increase agent productivity -> Yes
• Standardize processes -> Yes
• Simplify Salesforce implementation -> Yes
• Speed up agent onboarding -> Yes

Details

Where:

– Almost all Objects

Sharing:

– Yes

Deployable:
– Changesets: No
– Metadata: No

Translations:
– No

Limits:
– Only works on Email and Update Actions
– Has to be started by the Agent manually
– Very limited functionality, development by Salesforce seemed to be stopped

In-App Guidance

What

Prompt the user with information about the usage of Salesforce with in-app prompts.

• Single Promt
• Walk-Throug Steps

Why

• Increase agent productivity
• Standardize processes
• Simplify Salesforce implementation
• Speed up agent onboarding

Details

Where:

• Everywhere in Lightning

Translations:

• Yes

Deployable / Source Driven:

• Yes (?)

Limits:
Considerations: https://help.salesforce.com/articleView?id=customhelp_lex_prompt_consider.htm&language=en_US
– Development still continued by Salesforce

Alternatives:

• WalkMe

Licenses:
– Prompts: Free
– 3 active Walk-Througs are for free -> Additional Cost