Timeline component setup and anchoring in the service console
Key Takeaway
The default console Timeline is anchored to Contact. To show history on another object, such as Account, create and activate a timeline configuration with that object as the Timeline object. Then add the Timeline component to that object's record page.
Timeline is a component that shows a customer's activities in time order in one interactive view, so a service rep can see what already happened before helping. In the Service Console for Manufacturing, a Timeline comes preconfigured and anchored to the Contact object. You can build your own timelines anchored to other objects, such as Account, and add them to the pages where users need them.
What Timeline shows
Timeline gives a chronological, interactive view of customer-related activities in one place. On the timeline, users can do these things:
- Filter by record type and date range.
- Create records with one click.
- Expand a record to see key details.
Because of these features, an agent on a call gets context without opening related lists in multiple tabs.
Marco calls a forklift maker because his spare-parts shipment is late. The rep creates an engagement interaction for the call, and the interaction appears on the Timeline. Two days later Marco calls again and reaches a different rep. Before the call starts, the second rep sees the first call on the Timeline and knows what was already discussed.