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View Insurance Customer’s Engagement Timeline
Use the Engagement Timeline feature to get a chronological view of customer activity. View the past and upcoming interactions and related details. Create an engagement interaction when a member or member’s authorized representative contacts the customer service representative. The events help agents enhance information retrieval, understand the historical context, and have contextual and concise communication with customers and prospects.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with the Insurance Industries managed package.
Who: Engagement Timeline is available to users who are assigned the Industry Service Excellence permission set.
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