Quick Text is a great productivity feature offered by Salesforce. It can save users’ time from typing repetitive text, again and again, such as greetings, answers to FAQs, etc. It can be used to standardize the messages being sent to the customer. You can define terminologies that the reps should use when communicating to customers so that they all speak the same language which in turn reflects your brand standards.

Quick Text can be used in email, chat, event, task, etc. Once enabled, you can set up separate Quick Texts for different functions by role and share with respective teams. In my previous blog on Macros, we saw a Sales use case of Quick Text. This time we’ll see how it can benefit support users. So let’s get started.


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See how Quick Text can make your support reps’ day to day lives easy giving them more time to focus on complex issues. Now you can discuss with your support team which things are repetitive, time-consuming and come up with Quick Text ideas to load in your team’s Arsenal. Once you make it available to them, they can shoot them like a bullet 🙂 

References & Suggested Readings:

  1. Help Article – Set Up and Use Quick Text (5 mins) https://help.salesforce.com/articleView?id=quick_text_setting_up.htm&type=5
  2. Help Article – Share Quick Text (5 mins) https://help.salesforce.com/articleView?id=quick_text_share.htm&type=5 
  3. Help Article – Quick Text Considerations (10 mins) https://help.salesforce.com/articleView?id=quick_text_considerations.htm&type=5