Run Bulk Macros on Multiple Records at the Same Time

Previously, a support agent could run a macro only on one record at a time. Now, agents can run a bulk macro on multiple records at the same time. Bulk macros let agents easily address spikes in customer cases involving the same issue.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with a Service Cloud license

User Permissions Needed
To view macros: “Read” on Macros
To create and edit macros: “Create” and “Edit” on Macros
To create and run irreversible macros: “Manage Macros That Users Can’t Undo”
To run bulk macros: “Run Macros on Multiple Records”

You can run bulk macros records from the Accounts, Cases, Contacts, and Leads objects. However, you can run a bulk macro only on records in one object list view at a time. For example, you can run a bulk macro on multiple cases in the Cases list view, but not on cases and accounts at the same time.

An icon showing a green lightning bolt with two underlines (Icon showing a green lightning bolt with two underlines) indicates whether a macro is a bulk macro.

Bulk macros are processed in increments of 10 macros at a time. You can run a bulk macro on more than 10 cases, but the system processes the macro in groups of 10 at a time.

  1. In the Case list view, select the cases that you want to run the macro on.
    You can filter the cases to identify which cases you want to run the macro on.
  2. In the Macro widget, select the macro and click Run.
  3. In the confirmation window, click OK to continue.
    The macro runs on the selected cases. In the list view, the cases on which the macro ran successfully are highlighted in green and denoted by a green check mark icon. Cases that the macro didn’t run successfully on are highlighted in red and denoted by a red X icon. To see an explanation about why the macro didn’t work on a case, hover over the red X icon.

Example

Suppose that there’s an increase in customer cases about the same issue. You can use a macro to email these customers, assuring them that your company is aware of the issue and is working to fix it. Select the cases that you want to apply the macro to. In each case, the macro applies an email template to a new email, addresses the email to case contact, and sends the email.