Macro Definitions

The Macro Definitions page allows you to add and define macros for suggesting the next steps in a process. The macros you define can use category code information to make suggestions to agents. When the agent enters a specified code on the case, an active macro will run and make suggestions as defined. The suggestions will display to the agent in ESP. You can create macros for the following:

Suggested Letters

Suggested Enclosures

Suggested Actions

Suggested Topics

Recommendations

To access the Macro Definitions page:

From Application Setup, select Company Setup > Workflow/Process Automation > Process Automation > Macro Definitions.

The left side of the Macro Definitions page will show the flow of the macro you are building. The right side is where you define the macro.

Macros can be organised individually or placed in folders. To create a folder, click New Folder (top‑right). After the folder is created, you can add macros or other folders to it.

Field	Description
Label	Name of the Macro or Folder
Active	Y/N - indicates if the macro is active (Y) or not (N). Folders will always be Y.
Description	Freeform text to describe the Macro or folder
Is starting point	Y/N - if Y, then this Macro can be triggered by filter criteria specified on the Macro. If N, then this Macro can only be triggered by other macros. This will be empty for folders.

Creating a Macro

To create a new macro, click New Macro. When prompted with New Macro Definition, provide a name.

Field	Description
Label	Name of the Macro
Description	Description of the Macro
Notes	Freeform text for additional information
Active	Indicates whether the Macro is active
Trigger	Indicates whether the macro is triggered when one of the Driving Categories in the case changes or only when it is called by another macro
Driving Categories	If the Trigger is set to “When one of the Driving Categories on the case change”, then a button appears with “Edit the Driving Categories”. Clicking the button will open a dialog, where the specific combination of driving categories can be specified to determine with the suggestions should be run. This dialog operates similarly to the Enhanced Filtering for Case Listing Reports. For more information, see Enhanced Filtering
Suggestion to Run when Triggered	Select “Add new Suggestion” from the toolbar at the top to add a new Suggestion. You can select a Suggested Letter, Suggested Enclosure, Suggested Action, Suggested Topic, or Suggested InfoCenter.
Macros to Run when Triggered.	Select “Add New Macro to Be Run” from the toolbar at the top to add dropdown box to this section. You will see a list of macros have been defined with a Trigger of “Only when called by another Macro”