The new TIMELINE view is available at C360 > Timeline and R360 > Timeline for logging activities, such as Updates, Calls, Meetings, and Emails. These activity types help you to take quick notes during or after a customer interaction, and preserve a chronological history of your interactions for others to view from the C360/R360. The first time a user visits the C360/R360, they will be taken to the Timeline view. The view is sticky, meaning the next time you visit the C360/R360, you will be taken to either the Timeline or Details page, depending on which one you viewed most recently.
- Weekly updates on the Customer’s status and recent events for high-touch customers.
- Significant email, call or meeting with the customer that should be recorded in the Customer’s history along with the corresponding notes and perspective.
- When ownership transitions occur or new owners are introduced, Timeline can provide an easily digestible history with rich context to get the new owner up-to-speed.
- When Executive Sponsors or Leaders meet with a customer, they can review the Timeline to understand the customer’s history and context.
- Meeting preparation: create a draft activity and add your meeting agenda. During the meeting, use that same list to guide the meeting and increase your note-taking efficiency. ("Log" the activity if you want colleagues to be able to see it prior to the meeting.)
- If your organization uses an external note taking solution, such as Evernote, the Timeline feature is a good alternative, since the info is visible to all GS users in the C360, can be synced automatically with SFDC, and is searchable.
- If your organization is already a heavy user of SFDC Activities, it’s easy to switch to the Timeline feature, and continue syncing activities to SFDC.
- If your organization does not use Chatter or other collaboration tools, the Timeline is a great way to provide visibility into customer activities across teams.
- The layout that appears while logging an activity is administrator configured. If you would like to recommend changes to the activity layouts, please contact your Administrator.
- If your Administrator chooses to sync Timeline activities to SFDC, you’ll also be able to view the activities on the SFDC Account page.
To use the C360/R360 Timeline:
- Navigate to C360 or R360 page.
- Click +Activity and select an activity type. For example, Log a Meeting.
- Enter the following details:
- Subject: The subject of the meeting.
- Activity Date: The date of the meeting.
- Duration: The meeting duration in minutes.
- Internal Attendees: Select internal meeting attendees. Type the desired name and press enter to fetch the name automatically.
- External Attendees: Select external meeting attendees. Type the desired name and press enter to fetch the name automatically.
The left panel can be used to prepare for the meeting, and/or take notes during and after the meeting.
Rich text formatting capabilities are supported while logging an activity: In Timeline view, while logging an activity, the editor now has rich text formatting capabilities. Users have access to all the capabilities of a rich text editor while logging an activity. Changes include:
- Copy and paste content from a source to the editor. For example, you can copy paste content from Evernote or Chatter to the editor.
- Apply text formatting using keyboard shortcuts.
- Remove formatting using keyboard shortcuts (Ctrl + Shift + F / Command + Shift + F). For more information, see Use CS360 Timeline and Activities
- Copy and paste hyperlinks directly. The text will not lose the hyperlink after pasting.
- Click LOG. The following is how the activity appears in the TIMELINE.
Things to Remember
- On the TIMELINE page, you can filter activities using the Select options drop-down list.
- Activities are automatically saved as drafts when an activity is modified and canceled. You can search for the saved drafts using Search Drafts. You can type the subject of the draft or you can type the content present in the draft. Draft activities are private to the user who created them.
- Enter keywords to search for activities using the Search Activities option. The subject and body of the activity will be searched for exact matches.
- A user can only view other user’s Activities on the Timeline and can not edit/delete them.
Keyboard shortcuts in activity editor
Following keyboard shortcuts are added to the editor:
- Bold - Ctrl + B / Command + B
- Italic - Ctrl + I / Command + I
- Underline - Ctrl + U / Command + U
- Justify left - Ctrl + L / Command + L
- Justify Center - Ctrl + E / Command + E
- Justify Right - Ctrl + R / Command + R
- Start a ordered list - Ctrl + Shift + 7 / (Command + Shift + 7)
- Start a un-ordered list - Ctrl + Shift + 8 / (Command + Shift + 8)
- Anchor - Ctrl + K / Command + K
- Remove formatting - Ctrl + Shift + F / Command + Shift + F