Create a Timeline for Contact Center Console

Create a new timeline so that service agents to view details of the previous interactions with the customer

1. From Setup, in the Quick Find box, enter Timeline, and then select Timeline.
2. Click New Timeline.
3. Enter a name and API name for the timeline.
4. Select the base object whose history you want to view on the timeline, and then save your changes.
5. To show the age of a record of the base object at the date and time of an event, on the Global Settings page, turn on Show Age, and then choose the field for calculating age.
   For example, if the base object is Account, a customer since 2019, then 2019 is shown alongside each event in the timeline.
   If you want to show the date that the account became a customer, select the Customer Since Data field.
6. Add related objects or record types to the timeline:
   1. On the Timeline Related Objects page, click Add Related Object.
   2. In the Add Related Object window, select a related object or record type that contains the information that you want to show.
      You can add up to five related objects or record types per base object.
   3. Select the field that relates the base timeline object to the record or object type, and then click Next.
      If a related object has only one lookup to the base object, then the field is autoselected and can't be changed.

      

      Note To avoid permission conflicts, always select an unencrypted field.
   4. Add conditions for showing records on the timeline, and then click Next.
   5. Select the title, subtitle, and timestamp fields for the timeline events, and then click Next.
      Every event on a timeline has a title, an optional subtitle, and a timestamp sourced from fields in the related object.
   6. Select the fields and related lists that you want to show on the timeline, and then click Add.
7. To make the timeline available for use, activate the timeline.