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View Customer Activity on a Timeline in Insurance
Timeline provides a comprehensive, chronological, and interactive view of customer-related activities in one place.
For example, when a customer calls to ask about their policy premium payment, the customer service representative can create an engagement interaction that gets included in the Timeline. Engagement interactions on the timeline can be viewed by other service representatives. By default, the customer service representative can view these details on a timeline:
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Past engagement records
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Past email communications
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Policy issuances and renewals
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Claims raised and closed
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Cases logged and closed
Insurance includes a default Timeline configuration set up to work with customer records and engagement interactions. In addition, the Timeline component is included in the Insurance Agent Console. You can set up the Timeline component to work with other objects and add the component to other pages in standard navigation apps, too. You can even add the component to your partner portals.
To learn how a timeline works, see View Events Using Timeline in Salesforce.
