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Consumer Goods Cloud: Service Excellence package installation fails with EngagementInteraction or Timeline resolution errors

Publish Date: May 27, 2026
Description

Installation of the Consumer Goods Cloud Service Excellence managed package (for example, version 258.0) fails with one or more of these errors:

  • "TimelineObjectDefinition(Timeline) Error resolving Entity/Field Names. { Could not resolve entityApiName: EngagementInteraction }"
  • "Timeline: Error resolving Entity/Field Names. { Could not resolve entityApiName: EngagementInteraction }"
  • "FlexiPage(Service_Excellence_Account) Component [industries_common:timeline] attribute [timelineConfigs]: Could not find timeline Config [Timeline]"
  • "Timeline Object Definition(timelineObjectDefinitions/Timeline.timelineObjectDefinition) Missing feature - Installing this package requires the following feature and its associated permissions: Timeline Object Definition"

After a failed install, Consumer Goods Cloud data model objects such as Retail Store Visit, Execution Plan, Execution Plan Task, Planogram, and Retail Visit Check are not visible in Object Manager.

Root cause: The Consumer Goods Cloud Service Excellence package depends on the Industries Service Excellence framework, which provides the EngagementInteraction and InteractionSummary standard objects and the Timeline component (industries_common:timeline). This framework is provisioned by the "Consumer Goods Cloud - Service" SKU (IndustriesServiceExcellenceAddOn), not by the base Consumer Goods Cloud package. Without that SKU, the Industries Service Excellence permission set license and the Timeline Object Definition feature are absent, and the package installer cannot resolve the required objects or FlexiPage components.

Affected configuration:

  • Editions: Any Consumer Goods Cloud org where the "Consumer Goods Cloud - Service" SKU has not been provisioned
  • Package: Consumer Goods Cloud Service Excellence, Spring '24 / v258.0 and later
  • Environments: Production and sandbox orgs
Prerequisite(s)
  • Consumer Goods Cloud org (Enterprise, Performance, Unlimited, or Developer Edition)
  • System Administrator access to Setup and package installation
  • "Consumer Goods Cloud - Service" SKU provisioned (contact your Account Executive if missing)
  • IndustriesServiceExcellence permission set license assigned to the installing user
  • Timeline feature enabled in Setup
  • Industries Common Components managed package (if not bundled with Service Excellence)
Resolution

Follow these steps in order. Each step requires System Administrator access.

Step 1: Confirm the failure mode

  1. Reproduce the installation of the Consumer Goods Cloud Service Excellence package and capture the exact error. If the error contains "Could not resolve entityApiName: EngagementInteraction", "Could not find timeline Config [Timeline]", or "Missing feature ... Timeline Object Definition", continue with this article.

Step 2: Verify whether the Industries Service Excellence PSL is present

  1. Navigate to Setup > Company Information. In the Permission Set License section, look for IndustriesServiceExcellence. If it is not listed, the required "Consumer Goods Cloud - Service" SKU has not been provisioned and the package cannot install.

Cause 1: "Consumer Goods Cloud - Service" SKU is not provisioned

  1. Contact your Salesforce Account Executive and request provisioning of the "Consumer Goods Cloud - Service" SKU (also referred to as IndustriesServiceExcellenceAddOn) for the affected org. Provide the 15- or 18-character Org ID.
  2. After Salesforce confirms provisioning, navigate to Setup > Company Information and confirm the IndustriesServiceExcellence PSL appears with available licenses greater than zero.
  3. Navigate to Setup > Users > Permission Set License Assignments for the installing user. Click Edit Assignments and assign the IndustriesServiceExcellence PSL.
  4. Navigate to Setup > Permission Sets, open Industry Service Excellence, click Manage Assignments > Add Assignments, and assign it to the installing user.

Cause 2: Timeline framework is not enabled

  1. In Setup Quick Find, search for Timeline Settings and open it.
  2. Set Timeline Configuration to On.
  3. If the Timeline node is not visible in Setup, the IndustriesServiceExcellence PSL is still missing — return to Cause 1.

Step 3: Re-run the package installation

  1. Open the Consumer Goods Cloud Service Excellence install URL and select Install for Admins Only. The TimelineObjectDefinition and FlexiPage errors no longer appear once the Timeline feature and IndustriesServiceExcellence PSL are present.

Step 4: Validate the data model after installation

  1. Navigate to Setup > Object Manager and confirm that Retail Store Visit, Task, Execution Plan, Execution Plan Task, Planogram, and Retail Visit Check are now visible.
  2. Navigate to Setup > Lightning App Builder, edit the Service_Excellence_Account FlexiPage, and confirm the industries_common:timeline component renders without the "Could not find timeline Config [Timeline]" error.

Confirm the fix: Re-run the installation end-to-end and verify it completes without the EngagementInteraction or Timeline resolution errors, and that the Service_Excellence_Account record page loads with the Timeline component populated.

Knowledge Article Number

005385214

 
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