---
schema_version: "1"
id: ab68dfdaf52320c4c2b7333d6f359997067b9a0058d2d8eed82b3f36b8b7ca93
title: Set Up Tools for Support Teams
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/support_productivity.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.support_productivity.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6732bb4acc6e0fa73bfdc11b96bf99c300fb0a06e3b3bbfff14fc914dbfbb144
description: "Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros."
products:
  - Service Cloud
release: "264"
---
# Set Up Tools for Support Teams

Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e38">Tool</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e41">Main Use Case</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e44">Great For...</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&amp;type=5&amp;language=en_US" target="_blank">Quick text</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Quick text is a predefined message, like a greeting, note, phrase, or answer to a
            common question. Users can insert quick text in their emails, chats, and more. </td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Replacing copy and paste </td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.macros_def.htm&amp;type=5&amp;language=en_US" target="_blank">Macros</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">A macro is a set of instructions that tells the system how to complete a task.
            Users can run macros to complete repetitive tasks—selecting an email template, sending
            an email to a customer, updating the case status—all in a single click.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Performing repetitive tasks </td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_history.htm&amp;type=5&amp;language=en_US" target="_blank">History</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">The History utility lets users see their recently visited records. Users can see
            their subtabs in context of the workspace tabs they’ve visited and copy links without
            opening the record.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Viewing and sharing a list of recent records </td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=platform.mass_quick_actions_create.htm&amp;type=5&amp;language=en_US" target="_blank">Mass quick actions</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Mass quick actions let users edit up to 100 records from any list view, except
            for recently viewed lists. Users can only create and update records with mass quick
            actions.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Updating multiple records at the same time</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Split view</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Split view lets users open list views while still viewing record details. Split
            view displays in a collapsible column, so users can go back to viewing just the record
            in one click.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Context switching</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_keyboard_shortcuts.htm&amp;type=5&amp;language=en_US" target="_blank">Keyboard shortcuts</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Keyboard shortcuts let users work and navigate faster, without a mouse. Users can
            use shortcuts to open and close utilities (like Macros and History), edit and save
            records, and more.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Super users or users with accessibility needs </td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_default_field_values_matrix.htm&amp;type=5&amp;language=en_US" target="_blank">Email templates</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">
            <p>An email template is a predefined email. Depending on how you use it, users can
              customize the email before sending it, or it can be sent automatically as-is. You can
              even automate information on emails with merge fields. You can insert email templates
              in: </p>
            <ul>
              <li>Email actions manually (in the publisher or global actions) </li>
              <li>Macros that include instructions for Email actions </li>
              <li>Predefined field values for the Email action </li>
              <li>Apex QuickActionDefaultsHandler interface </li>
            </ul>
          </td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Standardizing and automating </td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&amp;type=5&amp;language=en_US" target="_blank">Email notifications</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Various settings on the Support Settings page in Setup let you customize email
            notifications for users. You can set it up for service reps to receive an email when
            the case owner changes and when case comments are added. Even contacts can receive
            email notifications when the case is created, updated, or comments are added.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Keeping service reps and customers notified of updates</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=platform.predefined_field_values.htm&amp;type=5&amp;language=en_US" target="_blank">Auto-populated quick action fields</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Prepopulate a quick action with default field values. For example, in the Email
            action, automatically include Cc and Bcc recipients, add an email template, or ensure
            that emails are associated with Salesforce records.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&amp;type=5&amp;language=en_US" target="_blank">Action recommendations</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 "> Give your users a to-do list in the Actions &amp; Recommendations component.
            Show flows, quick actions, and recommendations from your Next Best Action strategies.
            To create your list, associate actions with a record page using an Actions &amp;
            Recommendations deployment or Salesforce automation tools. You can create default
            lists for specific channels, like phone and chat, and show which actions that you want
            users to complete first and last. </td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes, like call scripts</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Reply recommendations</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Let Einstein Reply Recommendations recommend relevant replies to support service
            reps during chat and messaging sessions. Replies are based on your company’s closed
            chat transcripts, and Einstein only recommends replies that you’ve reviewed.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Replacing copy and paste</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_introduction.htm&amp;type=5&amp;language=en_US" target="_blank">Article recommendations</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Let Einstein Article Recommendations recommend relevant knowledge articles to
            support service reps on cases. Reps can attach recommended articles to cases and send
            them to customers.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Reducing search time</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.ise_service_innovations_from_industries.htm&amp;type=5&amp;language=en_US" target="_blank">Industries Service Innovations for Service</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 "> Service Innovations, a collection of components from Industries available in
            Agentforce Service (formerly Service Cloud), can help service reps quickly resolve
            customer cases and proactively address issues.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Standardizing and compliance</td>

        </tr>
        <tr class="">
          <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 ">
            <a href="https://help.salesforce.com/s/articleView?id=ind.get_started_with_business_rules_engine.htm&amp;type=5&amp;language=en_US" target="_blank">Business Rule
              Engine</a>
          </td>

          <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Build powerful, scalable lookups and calculations that automate complex
            decisions. Business users can create rules that are easy to maintain and integrate
            directly with Flow and third-party workflow tools.</td>

          <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes</td>

        </tr>
      </tbody>
    </table>

- **[Extend Your Customer Service with Agentforce](https://help.salesforce.com/s/articleView?id=service.support_agentforce_ref.htm&release=264.0.0&type=5)**  
    Create AI agents that work side-by-side with your employees to serve customers 24/7.
- **[Reduce Support Rep Handling Time with Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&release=264.0.0&type=5)**  
    Automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by support reps or customers. To help your support reps during conversations with customers, you can create a rule that sends notifications to a supervisor and a support rep, displays recommendations to support reps, or runs processes in the background. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience.
- **[Resolve Interruptions with Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt.htm&release=264.0.0&type=5)**  
    With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release.
- **[Add AI Solutions with Einstein for Service](https://help.salesforce.com/s/articleView?id=service.support_einstein_ref.htm&release=264.0.0&type=5)**  
    Enhance your customer service with Einstein bots, service replies, work summaries, and other artificial intelligence (AI) features.
- **[Identify Customers with Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&release=264.0.0&type=5)**  
    To help support reps quickly assess a customer, automatically search, link, or screen-pop records during active Messaging, Email-to-Case, or Voice conversations.
- **[Automate Repetitive Tasks with Macros](https://help.salesforce.com/s/articleView?id=service.macros_def.htm&release=264.0.0&type=5)**  
    Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency.
- **[Standardize Responses with Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&release=264.0.0&type=5)**  
    Quick text saves users time and helps you standardize your company messaging. With quick text, you can insert predefined messages, like greetings, answers to common questions, and short notes. You can insert quick text in emails, chats, events, tasks, Knowledge articles, and more.
- **[Set Up Service-Level Agreements](https://help.salesforce.com/s/articleView?id=service.support_service_level_agreements.htm&release=264.0.0&type=5)**  
    A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones.
- **[Enable Collaboration with Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarming_intro.htm&release=264.0.0&type=5)**  
    Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both.