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
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
- 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