---
schema_version: "1"
id: feba6de041f4fffd07ab54dc1f1a2a10dfec1f31b763c57191c51fd61d2ded1a
title: Gain Instant Case Context with Case Timeline
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_cases_case_timeline.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_case_timeline.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c4289d27a5fa06ed8336b90b92b315f4f2bd4fd5dd910a95dafe094d458ab275
description: Give your reps a single, unified, and intelligent timeline component for cases. This new component replaces the current fragmented collection of feeds and related lists with a single curated view of case-related events. Reps get instant context with a proactive workspace that intelligently organizes customer conversations, internal team collaboration, and key case milestones. The new timeline brings together channels like emails, chats, and messages into a clean, threaded view.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Gain Instant Case Context with Case Timeline

Give your reps a single, unified, and intelligent timeline component for cases. This new component replaces the current fragmented collection of feeds and related lists with a single curated view of case-related events. Reps get instant context with a proactive workspace that intelligently organizes customer conversations, internal team collaboration, and key case milestones. The new timeline brings together channels like emails, chats, and messages into a clean, threaded view.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions where Industries Service Excellence is enabled.

**Why:** Reps spend too much time navigating disparate systems and sifting through data to find critical information, which causes information fatigue and slower resolution times. Without immediate insight into case progress or historical data, it’s hard for reps to prioritize effectively and identify root causes. The new timeline gives a scannable, easy-to-understand view of all activity. It visually distinguishes owner changes, SLA breaches, and escalations as clearly marked milestones. Pre-configured Timeline Templates are available immediately for use in the Timeline feature, requiring no configuration.

**How:** In Setup, in the Quick Find Box, find and select **Timeline**. In the Timeline window, turn on the Timeline Configuration.

![Timeline Configuration toggle in Timeline Settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-salesforce_release_notes-260-0-0-production-enus/ba62a63b-6cd1-440e-8d24-e867afab0363/salesforce_release_notes/images/rn_260_cases_timeline.png)

#### See Also

- [_Salesforce Help:_ View Events Using Timeline in Salesforce](https://help.salesforce.com/s/articleView?id=ind.timeline.htm&type=5&language=en_US)