The key to successfully using bulk macros is to select the right records to run the macro on. Support reps can filter the list views to identify which records to select.
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When you create a bulk macro, it’s a good practice to add an instruction that changes a field value on the record. Support reps can filter records in the list view based on the field value. Updating a field value lets support reps distinguish the records on which the macro has been run from the cases on which the macro hasn’t been run.
Suppose many customers open cases about the same issue in a short time. The support rep runs a bulk macro that sends an email to these customers to tell them that the company knows about the issue and is fixing it. But what happens two days later, when the support rep wants to run the bulk macro a second time on new cases about the same issue? In this situation, the support rep needs a way to differentiate old cases from new cases.
It’s helpful to add instructions to the macro that change a field value, because support reps often use filters to determine which cases to apply the macro to. This way, when the macro runs, it automatically updates the field value. Later on, when the support rep has new cases to respond to, the suppot rep can filter cases based on this field.