New Timeline

The Timeline allows users to view the history of interactions and communication with customers. The improved Timeline now enables users to view overdue and future activities, providing a 360-degree view of all interactions - past, present, and future.

Historical data records what has happened with a customer, while future activities serve as leading indicators for sales leaders to assess account health. An account with no scheduled future activities suggests a lack of customer relationship-building, potentially putting it at risk. Sales leaders can review upcoming customer discussions with account managers, offering suggestions and coaching. They can also check for overdue tasks, ensuring no critical responsibilities are overlooked.

The changes in the Timeline tab include:

Users will see the historical data grouped by months. Use the Show All option to view interactions with other contacts in the same company.

 

 

Clicking the name of an Address Book/Contact List entry or associated Opportunity/Account or Case/Service Plan opens a pop-up to show the details of the entry. This allows users to view all the relevant information without leaving the tab.

 

 

The Upcoming and Overdue section displays tasks and appointments in chronological order. Overdue activities appear at the top of the list, followed by future activities. If Show All option is on, users can see all the overdue and future activities with all contacts from the same company. Upcoming and Overdue section will be collapsed by default.

 

 

 

Use the switch on the right to change to grid view. This view displays data in columns. Clicking on subjects opens a dialog showing interactions, notes, emails, appointments, and tasks. Clicking on the name of an Address Book entry, opportunity, or case opens a pop-up dialog with details of the associated entry. Users can resize column width and reorder columns by drag and drop. The settings will be remembered automatically.

 

 

The grid view also includes Upcoming and Overdue section.

When one or multiple items are selected, the Delete button will appear. Users can delete multiple items at the same time.

 

 

Clicking the Filters button will expand the header bar and show the filter fields. Users can filter items by Users, Types and Interaction Categories.

 

 

Use the search field to quickly find items.

 

 

The updated Timeline tab is available in Address Book/Contact List, Opportunities/Accounts, Customer Service/Client Service Plans, Leads, and Hotlist module.

 

 

Users can view the timeline of an opportunity or include the interactions with the associated Address Book entries in the timeline.