View Timeline Information in Communications Service Console

A timeline shows you the key events relating to a customer in one place and acts as the single source of truth. After you verify the identity of a customer in the Communications Service Console, you can view the relevant account timeline on the Account 360 sub tab.

Your Salesforce admin configures the information that you can view on a timeline. The out-of-the-box Timeline that has the API name, B2B_Account_Timeline, is configured with Account as the base object and Engagement Interaction, Engagement Topic, and Order as the related objects. For more information about the out-of-the-box timeline, how to customize it, and how to create your own timelines, see Set Up and Customize the Communications Timeline.