What are Macros in Service Cloud and what are the different types?

Macros automate repetitive tasks in the Service Console, allowing agents to perform multi-step sequences with a single click. The three types are:

1. User-Activated Macros — agents manually run these from the Macros widget or utility bar; they can include conditional logic.
2. Background Macros — run without displaying step-by-step actions to the agent; faster for non-interactive tasks like field updates or sending predefined emails.
3. Bulk Macros — applied to multiple selected cases simultaneously from a list view, ideal for mass updates or communications. Macros are built using the Macro Builder and can perform actions on cases, emails, chatter posts, and more.