Macros enables users to perform the set of sequential actions – repetitive and monotonous – in a more process compliant manner, which can be reused across different sessions, making it faster, more efficient and less error prone.
To define a Macro, navigate to Omnichannel Administration app > Agent Experience > Macros
Posts on Omnichannel for Customer Service (Dynamics 365)
The interface is similar to Power Automate with some predefined automation actions.
Session Connector has the following actions >
Omnichannel Connector has the following actions >
Flow Connector has the following actions >
Productivity Automation has the following actions >
Get all the details here –https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros
Now back to our Macro, select Productivity Automation trigger.
Select the action Start macro execution.
Select Clone current record.
Specify the title of the cloned record.
Let us create a new Agent Script with Agent Script step having Action Type as Macro.
Agent Script – https://nishantrana.me/2021/03/02/agent-scripts-in-omnichannel-and-customer-service-workspace-dynamics-365/
Navigate to Omnichannel Administration > Agent Experience > Agent Script and create a new Agent Script.
Follow it by adding a new Agent script step.
Below is our Agent script step record
which is associated with the Agent Script record
Now to test it let us open an existing record within a new session (Shift + record click) within Customer Service Workspace.
More on Customer Service Workspace –https://nishantrana.me/2020/08/13/new-customer-service-workspace-app-preview-in-dynamics-365-2020-release-wave-2/
Select Clone Record for the record to be opened in the new session.
As expected selecting on Clone Record – opens the clone of the record in a new Tab as shown below
We can also check the run history of the Macro using View run history option
That was a very basic example we saw, now with the option of running flow i.e. Run Flow as Macro using the Flow Connector, the possibility is limitless.
Hope it helps..
Share this:
Nishant Rana's Weblog 
There is a typo: it should be “process-compliant” not “process complaint”. But thanks for sharing.
LikeLike
Thanks for highlighting it. Corrected it now. (It might be because I have been working in Complaints management during those days 🙂 )
LikeLike
Hi Nishant,
I am trying to run the resolve a case action from the macro. Basically the requirement is pretty simple. The resolve a case macro should resolve the case when the agent clicks the step in the agent script. I have inputted the required fields in the macro but it does not seem to work. Please guide on this matter
Thanks
LikeLike