The 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 most significant 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. CSMs can also add tasks in the Activity editor using a section called Tasks in the Activity Editor. Users can also access the Timeline Activity from the Cockpit > CTA detail view to log an activity (for that particular account or relationship, and tied to that specific CTA) on the Timeline sub-tab. Users can also create tasks for an activity from the Cockpit > Timeline tab, and these tasks are added to the same CTA. 

For a quick intro, check out this 6-minute video Use Timeline for Note-taking and Follow-up Tasks. Admins, refer to Configure Timeline for the 360 for instructions.

Suggested Usage (click to expand)
  1. Weekly updates on the Customer’s status and recent events for high-touch customers. 
  2. Significant email, call or meeting with the customer that should be recorded in the Customer’s history along with the corresponding notes and perspective. 
  3. 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. 
  4. When Executive Sponsors or Leaders meet with a customer, they can review the Timeline to understand the customer’s history and context. 
  5. 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.) 
  6. 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. 
  7. 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. 
  8. 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.

 

Notes

  • 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

  1. Navigate to C360 or R360 page.
  1. Click +Activity and select an activity type. For example, Log a Call.
  1. Enter the activity details (fields will vary based on the activity type and how your Admin configured the layout):
    • Subject: The subject of the call.
    • Activity Date: The date of the call.
    • Duration: The call 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 call, and/or take notes during and after the call. The activity editor is equipped with rich-text capabilities like copy-paste content, keyboard shortcuts, hyperlinks, and so on. Click the following link to view more information. 

Rich text formatting capabilities are supported while logging an activity: Users have access to all the capabilities of a rich text editor while logging an activity. 

  • 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). 
  • Copy and paste hyperlinks directly. The text will not lose the hyperlink after pasting.
  1. Click LOG. The following is how the activity appears in the TIMELINE.  

Add tasks in Timeline Activity editor

CSMs can add tasks in the Activity editor. A section called Tasks appears in the Activity Editor. Following are some important points about tasks in Activity Editor: 

  •  After users create a task in the activity editor, a task in CTA is simultaneously created for that particular Account or Relationship.
    • If you add a task from CTA > Timeline, a task will be created under the selected CTA.
    • If you add a task from 360 Timeline, a new CTA will be created for the Account/Relationship.
    • If you have created multiple tasks in the Activity, multiple tasks will be created under the CTA. The CTA will be created with the Subject of the Activity.
  • Users can assign the task to any user in your Salesforce org. The default assignee is the logged in user.
  • Users can set a due date for the task using the Calendar icon. The due date set for the task will be the due date of the CTA task. If there are multiple tasks, the latest task due date will also be the CTA due date.
  • To mark a task as Completed, users can either click the check box in the Activity Editor or mark the task done from Cockpit.
  • You can access all of the tasks in the Cockpit list view by sorting for Activity type CTAs. 

Note: Task descriptions are limited to 80 characters. 

Things to Remember

  • On the TIMELINE page, you can filter activities using the Select options drop-down list.
  • Activities are automatically saved as drafts every 15 seconds. You can view and search for the saved drafts using Search Drafts. Type the subject of the draft or keywords from the draft content. 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