Usability enhancements for timeline

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 2021

Business value

The timeline control provides an easy and immersive experience to view a customer’s history across cases, accounts, or contacts. This experience gives agents a better understanding of the customer’s history, which helps them deliver more personalized service in an efficient and effective manner.

Feature details

Enhancements to the timeline control include the following:

  • Rich text and embedded image support for user post records,
  • At sign (@mention) functionality in notes.
  • Improved @mention usability.
  • Ability to filter timeline records by status reason.