​Macros are used to execute multiple actions on an entity with a single click, thus saving a lot of time when multiple actions are needed to be executed at a certain stage of your workflow. Macros play an important role in case management by automating repetitive tasks, standardizing responses, and speeding up the resolution process.

• Efficiency and Time-Saving: Macros enable agents to perform multiple actions with a single click. Instead of manually typing out responses or performing repetitive tasks, agents can apply macros that automatically execute a series of predefined actions. This saves time and increases productivity, allowing agents to handle more cases effectively.

• Consistency and Standardization: Macros ensure consistency in responses and actions taken across cases. By using predefined macros, agents can provide standardized and accurate responses to common customer queries or issues. This helps maintain a consistent brand voice and ensures that customers receive consistent information and support.

• Error Reduction: Manual tasks are prone to human error, especially when handling a large volume of cases. Macros reduce the likelihood of errors by automating repetitive tasks and applying standardized responses. This minimizes the risk of typos, misinformation, or missed steps in the case resolution process.

• Workflow Streamlining: Macros can be integrated into case workflows, allowing for streamlined and efficient processes. By incorporating macros at specific stages of a case workflow, agents can automate certain actions, such as assigning the case to a specific team or updating the case status. This ensures that cases progress smoothly through the workflow and are handled in a consistent and timely manner.

• Data Capture and Reporting: Macros can be designed to capture specific data points or trigger specific tags for reporting and analysis purposes. By using macros, businesses can gather valuable data on case types, response times, or issue categories. This data can be analyzed to identify trends, measure performance, and make data-driven decisions to optimize customer support processes.

Some of the important Macro's which are commonly used -

• Assign to Me - This Macro is used to assign cases to the logged in user who applies this macro.

• Assign to X - It can be used to assign any case manually to a certain user or queue. You can hide work queues from the "assign to" action, ensuring more granular control over user access and assignment functions by reaching out to Sprinklr support at tickets@sprinklr.com.

• Awaiting Response - Whenever we are awaiting a response from the customer this macro can be applied to update the status of the case and move it out from your assigned bucket until the agent logs back in.

• No Response Required - When agents feel that a particular case does not need any engagement or response from the brand we should apply the no response required macro

• Escalated - Agents can apply this macro whenever they feel a certain case needs intervention from their supervisors or the case is escalate and needs to be moved to the escalated queue.

• Closed - Standard macro which needs to be applied by the agents whenever they want to close a case.