Replace Field Values in a Case Using Macros

You can use macros to automatically replace field values in a case, making it simple to change the content in a record. Replace instructions tell the macro to clear the existing value in a field and replace it with the value specified in the macro. The macro replaces the field with an empty string when no value is specified.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with a Service Cloud license

Example

You can use a macro to provide a standardized email response to a customer. You can create and run a macro that replaces the subject field and the email body in an email feed item. The macro clears any existing values in an email feed item, and replaces them with the specified subject and text.