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            Set Up and Manage the Case Timeline

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            Set Up and Manage the Case Timeline

            The Case Timeline is a new, intelligent component that replaces the existing fragmented feeds and related lists with a single, unified, and curated view of all case-related events. It provides reps with instant context by intelligently organizing customer conversations, internal collaboration, and critical case lifecycle milestones.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up cases for Lightning Experience:

            Manage Cases

            AND

            Customize Application

            To learn more about the Timeline feature, see Timeline.

            Turn on Case Timeline

            1) In Setup, search and select Timeline. In the Timeline window, toggle the Timeline Configuration to Enabled.

            2) In Setup, in the Quick Find Box, search for Support Settings and select Support Settings. In the Support Settings window, select Case Timeline.

            Enabling the Timeline configuration.
            Enabling Case Timeline in Support Settings

            Timeline templates help you create case timelines with minimal setup. When you turn on Timeline, three standard templates are available to help you get started.

            Timeline templates

            • Case Conversation Template: Use this template to filter out the case related updates from all the conversations related to the case. It is pre-configured with events important for conversations, such as: Email Message, Case Comment, Content Document Link, Swarm, and Voice Call.
            • Case Default Template: This template gives you context into the history of the case. It is pre-configured with events important for case history, such as: Case History, Case Milestone, Case Team Member, Case Comment, and Case (EntitlementId).
            • Case Operations Template: Use this template to view all the critical highlights of the case such as case history and milestones. It includes pre-configured events that show completed milestones, such as: Case Milestone, Task, Topic Assignment, Survey Subject, and Case Article.

            Preview a Timeline

            Preview each Timeline on a case you are working on to decide which layout is the most appropriate for your needs. The Timeline templates can be customized.

            • In the Timeline window, click the dropdown button next to a Template and select View.
            • Click Preview Timeline.
            • Search for the specific case in the View Timeline On search bar.
            • Once you know which Timeline you want to use, click the dropdown button next to that Template and select Activate.

            Add the Case Timeline component to the Case Page Layout

            To be able to see Case Timeline in the case feed, add the Case Timeline component to the Case Page Layout.

            • In Setup, in the Object Manager, search for Case and select Case.
            • In the Case window, select Case Page Layout.
            • In the Case Layout panel, select Mobile and Lightning Actions. Drag the Timeline button from the Mobile and Lightning Actions to the Salesforce Mobile and Lightning Experience Actions. Click Save in the Case Layout panel.
             
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