In the fast-paced world of customer service, every second counts. Quick Text is a powerful Salesforce Service Console productivity tool designed to save your agents time and ensure consistent communication.
What is Quick Text?
Quick Text allows users to predefined messages—like greetings, common notes, standard phrases, or answers to frequently asked questions. Instead of typing the same response fifty times a day, users can insert these messages into emails, chats, and other channels with a simple button click or keyboard shortcut.
- Standardization: Ensure every agent uses approved branding.
- Efficiency: The ultimate replacement for manual copy/pasting.
Designing Your Strategy
Before you toggle the switch in Setup, plan your implementation. Consider these questions:
- Who should be able to use quick text in their communications with customers, and on which channels?
- Who should be able to create quick text messages for themselves?
- Who should be able to create quick text messages for multiple users?
- Do you want to create unique sets of quick text messages for different business units?
- In which scenarios does your team need quick text messages?
How to Enable & Configure
Setting up Quick Text is straightforward
- Go to Setup.
- In Quick Find, type "Quick Text Settings".
- Enable the feature.
Scenarios for practice
Scenario 1: Standardizing Customer Support
The Problem: Service reps frequently close cases where customers need instructions on how to open a specific product package.
The Solution: Create a Quick Text record with the following body:
"Follow these initial steps to open the packaging:
1. Open the lock from the 4 corners.
2. Carefully remove the protective wrapper."
Scenario 2: Internal Manager Tasks
Managers often need to assign similar tasks to multiple service reps regarding customer satisfaction checks.
"Please check on the last customer’s feedback and update the record."
For a deep dive, refer to the official Salesforce Documentation.