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            ​​Track Client Interactions on the Crisis Support Center Management App Timeline

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            ​​Track Client Interactions on the Crisis Support Center Management App Timeline

            Track details of past client interactions with a comprehensive, chronological view on the Crisis Support Center Management App timeline.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To use the Crisis Support Center Management app Manage Crisis Support Center Management App

            The enhanced timeline helps you paint a clearer picture of a client. From the timeline, you can:

            • View details of past interactions such as the client’s reason for calling, when the client called, who the client talked to, and more.
            • See when case records are created or updated.
            • Create cases, engagement topics, and interactions, directly on the timeline.
            • Set date ranges to view records from a specific time period.
            • Filter the timeline to show cases, engagement topics, or interactions.

            To add records from the timeline:

            1. On the Timeline component, click New and select the type of record to create.
            2. Add details for the Case, Engagement Interaction, or Engagement Topic object.
            3. Add details for the Case object.
              1. Select the type of case to create and click Next.
              2. Enter the account.
              3. Select the status and case origin.
              4. Enter other details as required.
              5. Save your work.
            4. Add details for the Engagement Interaction object.
              1. Enter a start date and end date for the interaction.
              2. Select a communication channel.
              3. Select the sentiment recorded in the interaction.
              4. Enter other details as required.
              5. Save your work.
            5. Add details for the Engagement Topic object.
              1. Select an Engagement Interaction record.
              2. Enter a name for the engagement topic.
              3. Enter other details as required.
              4. Save your work.

            See Also

             
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