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Customize the Existing Timeline in the Contact Center

You can configure objects to track in the Contact Center Activity Timeline. This timeline is an Account-based timeline with Case, Engagement Interaction, and Engagement Topic as related objects. To customize this timeline, deactivate it, add related objects, and then activate it again. You can also create a new timeline instead.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud
User Permissions Needed
To use the Contact Center for Health Cloud Contact Center for Health Cloud permission set
  1. From Setup, in the Quick Find box, enter Timeline and then select Timeline.
  2. If it's not yet enabled, enable Timeline Configuration.
  3. Next to Contact Center Activity Timeline, click Dropdown, and then click Deactivate.
  4. Click Dropdown, and then click Edit.
  5. Go to Timeline Related Objects, and click Add Related Object.
  6. In Related Object, select a related object such as Clinical Encounter, and then click Next.
    Add Related Object window, with Clinical Encounter selected as Related Object, and PatientId selected as the Field.
  7. Set the record visibility of the related object. For example, add a condition to configure the timeline to show records from this object only when the Status field equals New.
  8. Click Next.
  9. Select a title field, subtitle field, and timestamp for the related object.
    Add Related Object window, with Case Number selected in Title Field, Internal Comments selected in Subtitle Field, and Closed Date selected in Timestamp.
  10. Click Next.
  11. Add fields and related lists to show on the timeline, and then click Add.
  12. Click Next to preview the timeline, and then click Activate.

To create a new timeline, first deactivate the existing timeline. Click New Timeline to provide a label and API name. Repeat the steps to add objects, set the visibility of the related object, and add fields to display on the timeline.