What are Macros within Microsoft Dynamics 365 Customer Service Omnichannel app ?

This video demonstrates the usage of macros within Microsoft Dynamics 365 Customer Service Omnichannel application.

Macros are a set of sequential actions that are performed by a user
Macros enable users to perform daily operations efficiently in a fast and process-compliant manner. You can reuse macros with different sessions based on the context parameters that are specific to the session.

Usage of macros can be done in following situation:
✔️ Automate repetitive and monotonous tasks with a single click.
✔️ Minimize human errors.
✔️ Adhere to business processes.
✔️ Lower average handling time.
✔️ Improve customer satisfaction.
✔️ Create contextual and reusable macros.

Girish Uppal explains the process of creating, using and utilising macros to automate tasks to save agents time during conversation and become more productive.

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