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Daniel Glaser 12Daniel Glaser 12 

Service Cloud Macros - Create and Run Macros - Can't complete

I followed the instructions to create a macro, create a Case with subject "Design issue with mechanical rotor", and ran the Macro. The feed shows the email along with the text "The Macros Team is working on your case" in the email Body. Yet I get this message when I check the Challenge:
"Challenge Not yet complete... here's what's wrong: 
The case with the subject 'Design issue with mechanical rotor' does not includes an email update in the case feed with the text 'The Macros Team is working on your case'. Make sure you run your macro on this case."


I even created a new Case with the correct Subject with the same results.

My Email Template has the following information:
Dear {!Contact.FirstName}, 

{!Case.Solution_Description} 

The Macros Team is working on your case 

Thank you, 

{!User.Name} 
{!Organization.Name} 

Your comment: 

{!Case.Description}
Best Answer chosen by Daniel Glaser 12
Lokesh KumarLokesh Kumar
HI Daniel,

After running your macro you have to send an email and then verify please verify your macro from the below screenshot it worked for me and I am able to pass the challenge.

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if this resolved your issue please Mark it best answer.

All Answers

Lokesh KumarLokesh Kumar
HI Daniel,

After running your macro you have to send an email and then verify please verify your macro from the below screenshot it worked for me and I am able to pass the challenge.

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if this resolved your issue please Mark it best answer.
This was selected as the best answer
Daniel Glaser 12Daniel Glaser 12
Lokesh.
 Thank you that worked.
Lokesh KumarLokesh Kumar
HI Daniel

Please mark it as Best Answer for others in future.

Happy to help you.
Ceciline ThaiCeciline Thai
Hi,
I'm trying to run my macro however it's giving me an error message for:
Select Email Action: "The publisher action is not available. Please update the Macro"

 
Lokesh KumarLokesh Kumar
HI Cecilia,

Please add email action to your case page layout and try it should even I got same error.

Happy to help you.

 
Ceciline ThaiCeciline Thai
Hi Lokesh, sorry name is Ceciline not Cecilia 

I tried adding the email action however its not showing up on the cases page even though its been added already. Still seeing the same error.

Thanks
Lokesh KumarLokesh Kumar
Apologize for the typo.

Cecilia - Please check you are adding in a right manner as mentioned below in screenshot and make sure your page layout is case layout.

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Robert RoopRobert Roop
Ceciline, did you get it to work? I'm also having trouble. It's weird! My macro runs successfully, the case feed is updated with an email, the content of the update and the email contains the text 'The Macros Team is working on your case' and the email is received by the 'customer'.

I've double checked the above recommendations multiple times- I have the correct publisher action, it is updating the feed, I am on the correct record type...

 
Ceciline ThaiCeciline Thai
Robert, no sadly. Still getting an error message. My macro is also running successfully with the email sent and received by the customer. It is also updated in the feed. 

My error message says: The case with the subject 'Design issue with mechanical rotor' does not include an email update in the case feed with the text 'The Macros Team is working on your case'. Make sure you run your macro on this case.

 
Emilien Guichard 40Emilien Guichard 40
Hi Ceciline,

I had the very same issue.

This is how I solved it :
- I search for all cases with subject "Design issue with mechanical rotor" deleted them and emptied the trash
- created a new case with subject "Design issue with mechanical rotor", added an account and contact
- in the console, in the Email tab, created a new email this the body "The Macros Team is working on your case"

The trailhead excercice is not very clear on what to do after the macro has ran, seems like the module validation is only ckecking that an email with the right body is created on a case with the right subject.

Hope that helps.
Ceciline ThaiCeciline Thai
Great! Thanks, Emilien it worked!
Poor trailhead exercise in my opinion... 
Chris DuarteChris Duarte
My apologies -- I'm sorry to hear that you all had trouble with this challenge.

The challenge calls for one case with case subject Design issue with mechanical rotor. If you have multiple cases with that subject that aren't completed according to the challenge steps, your challenge will likely fail. 

In a situation like this, creating additional cases will cause problems; it's faster to create a new DE org and start again and follow the steps outlined in the module to set up and run the macro. As a Trailhead user myself, on the occasional times where I encounter something unexpected and I can't figure out what went wrong, I often will start again in a clean org with nothing else in it. That solves the issue every time, and is much faster and less frustrating.

Sorry to hear you found the challenge to be a poor exercise, Ceciline, but if you have multiple cases with the same subject, there's not much we can do on the challenge check.
Robert RoopRobert Roop
Deleting the extra case(s) quickly and easily solves the problem. Create a list view using key words like Design Issue to locate the one created when the DE org is provisioned.

IMO creating a new DE org is not an ideal solution and the instructions are not really that clear regarding the possibility that there might be an existing case with the required subject. I agree with Ceciline.
Chris DuarteChris Duarte
Again, my apologies you all had trouble with the challenge. We'll work with the writer to make it more clear that the case already exists in the org, and that if you have multiple cases with the same subject created, your challenge may fail. Thanks for helping us to improve Trailhead for everyone.
Chris DuarteChris Duarte
Robert: It's fine if you don't think creating a new DE is the way to go. I'm simply sharing the way I do it.
Chris DuarteChris Duarte
We revised the challenge instructions for both the third and fourth unit of this module. We've added a "Before You Start" section where we:
  1. Remind you of all the configuration steps required to use macros.
  2. Specify there is an existing case.
  3. Tell you if you find more than one case with this subject, to delete or rename any duplicates.
Then we updating the formatting of the challenge itself, so that everything is in a simple, short list, with the relevant items bolded.

Finally, we added a knowledge article with specific tips for this module. https://force.desk.com/customer/portal/articles/2773643-service-cloud-macros-trailhead-challenge-help?b_id=13478

Thanks everyone for your feedback.

https://trailhead.salesforce.com/modules/service_macros/units/service_macros_create
https://trailhead.salesforce.com/modules/service_macros/units/service_macros_bulk
Mayur$fdc99Mayur$fdc99

Error- There was an error running the Macro. Take a look at the Macro’s instructions and try again. Unable to clear trailhead challenge.
I have created
Macros- tt
Added Email to quick action & Created feed basedPage layout

tt2

 
There is only one case with  subject:"Design issue with mechanical rotor"
Feed tracking ,Emal- to-case has been enabled

tt4


Please any one help on this?

Regards
Mayur

Ghanshyam Yadav 57Ghanshyam Yadav 57
Hi Everyone,

I have completed the challange, but my macros are not running, i am getting error at 'Email Action' step every time and every macros.

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Thanks & Regards,
Ghanshyam Yadav
Nicholas ZozayaNicholas Zozaya
Still can't pass this challenge and I've obviously hit the target of creating case w/ given Subject, run Macros to create template with correct Subject and Body (and proper feed item after sending). I deleted all other Cases and keep getting same redundant, trite error message that I didn't do the afore-mentioned things. Waste of time. 
Shukla YogeshShukla Yogesh
Hi Nicholas,

Today I did this module so wanted to tell you a trick. You need to empty the recycle bin. I don't know why trailhead does check for the cases in recycle bin and this is still not fixed. 

Regrads
Yogesh
Shukla YogeshShukla Yogesh
@Ghanshyam Add the email action at Case Feed layout.
Robert RoopRobert Roop
There is an existing (older) case that needs to be updated per the Trailhead instructions. Look for an older case in the Cases List View (make sure that you select "All Cases".
William Eudy 3William Eudy 3
I'm not sure what the issue is with this challenge. I followed the instructions but still recieved an error message. 
If you are frustrated and only interested in passing the challenge, simply create the Macros as instructed and manually send the email. It may be unorthidox but it worked.
Maarten MeijerMaarten Meijer
All, I used answer from this topic so give it a try: https://developer.salesforce.com/forums/?id=906F0000000AzbgIAC

In the quick actions for the Case page layout, when you hover over the email buttons, use the  one with name Case.Email. 
That resolved it for me. Thanks.

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Padma Kannan 9Padma Kannan 9
Following all the above responses, I'm able to send email and see it in the case feed that it has been sent, but getting the below error and can't pass the challenge. Any ideas will be helpful.

Challenge not yet complete... here's what's wrong:
The case with the subject 'Design issue with mechanical rotor' does not includes an email update in the case feed with the text 'The Macros Team is working on your case'. Make sure you run your macro on this case.
SisoSiso
I am not able to find option to insert email template / insert attachment

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Hristo Banov 3Hristo Banov 3
Chris, any way you can take a look at this challenge again? I tried with a new dev org, still, the issue is that the Email quick action available in the page layout is not relevant to the case object, therefore it does not show up on the page layout. Creation of new email quick action is also not possible. This module is a Superbadge pre-requisite, so its important to complete. Thanks! 
Chris DuarteChris Duarte
Hi @Hristo this thread is about a module that is no longer in production. Instead, there's a module called "Service Agent Productivity" that has a single unit on macros and is a prerequisite for the Service Cloud Specialist superbadge. I'm assuming that's the unit you need help with?

https://trailhead.salesforce.com/content/learn/modules/service-cloud-agent-productivity/create-a-macro-and-quick-text
Hristo Banov 3Hristo Banov 3
Hi Chris, 

Thanks for letting me know and sorry for missing that this is no longer an active module. Yes, the module you pointed out is the one I am struggling with - it has one of the issues that users above describe - there is no email quick action available for the macro to to pick up. Here is a screenshot. 

https://screencast.com/t/30tork9tH

Would you prefer me to start a new post with this issue? Thanks! 

 
Chris DuarteChris Duarte
Hi @Hristo let's please take this discussion to the Trailblazer Community. Here is a thread on the Service Agent Productivity badge with someone who also didn't have the Email quick action showing: https://success.salesforce.com/answers?id=9063A000000E2AqQAK

It's likely you removed that action for a separate badge on Trailhead, and you just need to add it back -- or else use a fresh playground for this challenge, so you won't run into the issue with pre-existing configuration interfering with the challenge check.
Hristo Banov 3Hristo Banov 3
Thanks, Chris, I moved my question there - issue still stands.... 
Sreeni Giddam ReddySreeni Giddam Reddy
Hi Frds,

I am not able to find option to insert email template / insert attachment.
I got below iisue when i try to add templete to case quick action. I have to click default email templete look up option after new ook up i can see email templetes which metioned in challenge .Any one idea please help here .
Sfdc Trail head challenge :https://trailhead.salesforce.com/content/learn/modules/service-cloud-agent-productivity/create-a-macro-and-quick-text
.
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