Configure timeline

The timeline helps agents see all customer interaction history across channels, personnel, and the support lifecycle. The timeline is used across Dynamics 365 applications to capture activities like notes, appointments, emails, tasks, and more, to ensure that all interactions with the customer are tracked and visible over time. Agents use the timeline to quickly catch up on all of the latest activity details with the customer to provide the most personalized support experience.

The timeline control provides an easy and immersive experience to view information related to an entity, such as cases, accounts, or contacts, which gives users a better understanding and helps them deliver more personalized service in an efficient and effective manner.

This experience gives system administrators the ability to configure the information displayed in each timeline to help users access information and create new activity records, such as emails and tasks directly from the timeline quickly so they can deliver more personalized service.

Timelines are located on forms within entities. To access timeline configurations, you must start with the entity list. You can access the entity list a couple of ways, depending on the model-driven app you are using.

Access entities list via Power Apps

Steps:

  1. Go to Power Apps URL: make.powerapps.com
  2. Go to Data section.
  3. Select Entities

Access entities list via Power Apps

Important

When accessing timeline, if you are not taken to the new form designer experience in Power Apps, you are not using the latest experience.

Select an entity form for timeline configuration

Every instance of the timeline that’s applied on a form can be configured. For example, an Account entity will have forms, and each form can have a timeline that can be configured. However, there’s only one timeline per form.

To begin, select the entity and form where you want to add and configure your timeline.

Select an entity for timeline configuration example:

Select an entity for timeline configuration

  1. Timelines can be added to any entity.
  2. In this example, we selected the Account entity.

Select a form for timeline configuration example:

Select a form for timeline configuration

  1. In this example, we selected Forms under the Account entity, which displayed a list of Form types.
  2. Since timelines can only be used on Main form types, we selected Account for Interactive experiences.

Add or remove a timeline from an entity form

Use the following steps to add or remove a timeline from an entity form:

  1. Timeline is a component, so you'll need to access Components in PowerApps to configure it.

  2. Select a Main form type. A landing page is displayed.

  3. Scroll down to the Timeline component on the left-hand navigation, then drag and drop it in a section on the form.

  • If the Timeline component is greyed out, it means a timeline already exists on the form. You can only have one timeline per form.
  • To remove the Timeline component from a form, highlight the inside of the **Timeline** component area and hit the Delete key. This will remove the Timeline component from the form.

Adding or removing a timeline from an entity form

Note

Since the timeline component relies exclusively on underlying related data, it will always say Almost there when added to the timeline section. Also, as we are in a create and/or edit state on the form, there is no underlying data, so the area is blank.

Understand the timeline component on the form

In the body of the entity form located in the center, there is an area titled TIMELINE. Within this section is another area titled Timeline. The following outlines and clarifies the different between these two sections.

Timeline component section resides in the Maker App

Understand the timeline component on the form

  1. The outside section (titled TIMELINE) is what houses the Timeline component.
  2. When TIMELINE is selected, the Display options under the Properties tab in the right nav change to support the Maker App.

Timeline component section access

Understanding the timeline component on the form

  1. Inside the TIMELINE section is where the Timeline component is located.
  2. When the Timeline component is selected, the Display options under the Properties tab in the right nav changes to support the Timeline component.

Configure the timeline component

The timeline component is rich in features and functionality that can be configured and tailored to support specific business needs. The Timeline form is comprised of features and functionality that you configure in the timeline component, which is then displayed in the entity form.

The following overview provides a detailed breakdown of each timeline feature, what it supports, how it is configured, and how it is displayed in the corresponding timeline section on the entity form:

Display options

Timeline component name

The Name field under the Properties tab in Display options serves only for Admin reference.

Configuration View Display View
Configure Timeline component name Display  Timeline component name
The timeline Name field allows you to create a unique name as a maker's reference. In this example, we changed the Name field to, Timeline_for_ Account. The name, Timeline_for_Account does not display on the rendered form. The name is for Admin reference only.

Note

There are field limitations in the Name field. For example, you cannot use spaces between words, you must use an underscore (_).

Records shown on page

This section allows you to control the number records that appear before displaying Load more at the bottom of the section.

Configuration View Display View
Configure Records shown on page Display Records shown on page
The default setting on the Records shown on page field is set to 10 records. You can change this to any number, there is no limit. 1. Per the default setting shown in this example, the form displays a max. of 10 records, but you can display up to 50 records.
2. Once records exceed 10, the Load more option appears at the bottom of the form.

Record types shown

There are three primary record types: activities, notes, and posts. All record types are enabled by default.

Activities

Activities can have a large number of customizable subactivity record types to support business needs. Depending on what you have installed, Admin can create, add, and display a number of different customized subactivity record types under the Activity section of the dropdown menu on the timeline.

Notes

Notes allow you to capture notes related to the entity record. For example, you can use notes to grab thoughts, summarize information, and provide feedback on a case and make edits whenever you want.

Posts

There are two types of posts: auto and user.

  • Auto Posts are system-generated posts that notify you of account activity that has occurred.

  • User Posts allow you to leave a message for another user on a record.

Enable these record types to be displayed in the timeline

Configuration View Display View
Display options for Timeline Display options - Record types shown
To enable Record types shown for Activities, Notes, and Posts on a form, check the box next to the record type. 1. To confirm that the record type is displaying on the form, select Create a timeline record Create a timeline record icon (Create a timeline record icon) in the top-right nav in the timeline, and a dropdown menu that displays the list of enabled record types will appear.
2. When Activities are enabled, you'll see Activity record types for appointments, email, phone calls, and tasks.
3. When Notes are enabled, you'll see the Note record types on the form.
4. When Posts are enabled, you'll also see the Post record types on the form.

Note

Activities, Notes, and Posts are standard entities. If your administrator or system customizer has configured other entities, they'll also be displayedr.

Activity, note, post icons and date / timestamp display on timelines

The timeline shows a simple icon before the activity, post, note, and custom entity, making it easy for you to identify the record type.

Dates and timestamps always appear on each record on the bottom-right side of the preview, and can be viewed always.

Advanced

The Advanced feature works across and is independent of all record types, and is collapsed by default.

When enabling and disabling Advanced features, you won't be able to view updates (even though it may appear that there's activity occurring on the timeline component) until you save and publish your configuration updates and refresh the entity form.

Advanced covers common settings that span across an activity, note, or post, which are the three primary record types that appear in the timeline section.

Quick entry record type and sort order default

The following is a detailed overview of the Advanced configuration options, starting with selecting your quick entry record type:

Configuration View Display View
Configure Quick entry record type and sort order default Display Quick entry record type and sort order default
1.Select Advanced to expand this feature in the configuration view. The Quick entry record type provides you with quick access to create either a Note or a Post. The default setting for this feature is set to Notes.
2.The Sort order default feature controls the order of how all data is sorted on the timeline. The default setting for this feature is set to Descending.
1. When you select Notes, it will display under the Search bar in timeline. Also, you will see a paperclip Paperclip icon icon that allows you to attach files. You can only attach files to Notes.
2. When you select Posts it also will display under the Search bar in timeline.

Enable filter pane

Using filters provides a quick option to sort and look for specific data quickly.

Configuration View Display View
Configure filter pane Enable filter pane The filter pane feature allows you to enable or disable filter functionality on timeline. It is enabled by default. Enable the filter pane by checking the box next to the feature. This will enable the filter icon to display on the timeline.

To disable the filter pane, uncheck the box next to the feature and the filter icon will no longer appear on the timeline.

Filter records on timeline

Filters are valuable for sorting data. You can quickly filter activities, posts, and notes with multiple options to see what matters to you. The filter is available for the activities, posts, notes, and custom entities that are present in the timeline. Timeline filters and displays the records and the count that are present in the timeline.

When you select filters based on an activity status then those activities, notes, and posts are displayed in your timeline. You can customize data using data filters and either choose to keep filters in place or clear them when you are done.

  • When the Filter icon is transparent Transparent filter icon on the entity form, it means no items have been selected, therefore the filter pane is empty.

  • When the Filter icon is dark Dark filter icon, it means filters have been set. To view which filters have been selected, click on the Filter icon Filter icon and the filter pane will display showing which filters have been set.

  • You can choose how you want to filter data by selecting the box next to the filter.

  • You can clear filters by using the Clear all filters Clear all filters icon icon on the filter pane.

The following category and subcategory options are available on the filer menu:

Category Subcategory
Record type
  • Notes
  • Posts
  • Activities
  • Activity type
  • Appointment
  • Campaign Activity
  • Campaign Response
  • Email
  • Fax
  • Case Resolution
  • Letter
  • Opportunity Case
  • Order Case
  • Phone Call
  • Quote Close
  • Recurring Appointment
  • Social Activity
  • Task
  • Project Service Approval
  • Booking Alert
  • Conversation
  • Session
  • Customer Voice survey invite
  • Customer Voice survey response
  • Custom activities (as configured by your administrator)
  • Activity status
  • Active
  • Overdue
  • Closed
  • Activity status reason Allows you to filter using specific status reasons. The values are a unique list of all of the status reasons from the activities in the timeline. The status reasons will change depending on the activity. If there are multiple activities on the timeline that have the same status reason, it will be reflected once, but then the number next to it will indicate how many occurrences of that status reason appear in the timeline.
    Activity due date (active)
  • Next 30 days
  • Next 7 days
  • Next 24 hours
  • Last 24 hours
  • Last 7 days
  • Last 30 days
  • Posts by
  • Auto post
  • Users
  • Modified date
  • Last 24 hours
  • Last 7 days
  • Last 30 days
  • Expand filter pane

    The Expand filter pane feature provides quick access to sorting options within the timeline. It is enabled by default.

    Configure View Display View
    Configure filter pane Enable filter pane
    The Expand filter pane by default feature displays an expanded filter pane at the top of the form anytime it is opened and refreshed. It is disabled by default. Enable the Expand filter pane by checking the box next to the feature. This will enable the filter pane to appear at the top of the form anytime the form is opened and refreshed.

    To disable the Expand filter pane, uncheck the box next to the feature and the filter pane will not appear on the timeline.

    You can easily search for records in the timeline. When you search for a phrase in the timeline, it searches in the title of the record or body and description fields of the record then displays the record for you.

    Configure View Display View
    Configure search bar Enable search bar
    The search bar feature enables the Search timeline bar functionality. It is enabled by default. Enable the search bar feature and it will display a search bar at the top of the timeline form.

    Disable the search bar by unchecking the box next to the feature and the search bar will no longer display on the timeline.

    Expand all records in timeline

    Expand all records by default displays all activities in an expanded view in timeline.

    Configure View Display View
    Configure Expand all records in timeline Enable Expand all records in timeline
    You can enable the Expand all records feature by checking the box next to the feature. This sets the default view to display all records in the expanded view format in the form each time the timeline is opened. The Expand all records is disabled by default. 1. When enabled, the Expand all records icon is displayed in the top-right corner of the timeline nav.
    2. Records can be expanded or collapsed by using the Expand all records icon. When expanded, all records are displayed in the expanded view in the form each time it is opened. When you clear the box next to the Expand all records feature it will no longer display activities in an expanded view.

    When disabled, the Expand all records icon will not display in the top-right nav of the timeline. Records will always be displayed in a collapsed view.

    Edit filter pane

    You can configure the default filters that are applied when a form loads or is refreshed using Edit filter pane. You can remove filter groups by toggling the setting to Off. Users can remove the default filters to see all the records unless Enable filter pane is disabled.

    Edit filter pane

    Expand records with images in timeline

    You can send and receive records with images, but they will not display when the record is collapsed. Records with images must be expanded to be viewed.

    Expand records with images in timeline

    1. Records when collapsed provide a visual summary. To expand an individual record, click anywhere on the timeline record to expand and collapse a record view. In the bottom-right corner of the record there is a caret:
    • When the caret is facing downward (˅) the record is collapsed.
    • When the caret is facing upward (^) the record it expanded.
    1. Records with images will often display the following notice.
      Expand records with images in timeline at runtime
    2. When you click on the message the warning goes away and the image appears.

    If you don’t see a message and the image is not displaying, see Timeline FAQs for more information.

    Enable “What you’ve missed” summary

    What you’ve missed helps you stay on top of updates and changes made records by displaying updates at the top of the timeline when you access a record.

    Configure View Display View
    Configure “What you’ve missed” summary Disable “What you’ve missed” summary
    The What you’ve missed feature displays new records you have not seen. It is disabled by default. To enable What you’ve missed, select the box next to the feature. To disable, uncheck the box next to the feature Once enabled, now when you view a customer’s account, a box will appear at the top of the timeline section notifying you updates.

    When disabled, notifications will not display when you access an account.

    Record settings

    The Record types to show is tied to the Record settings that support activities, notes, and posts in the timeline.

    Record settings lets you manage the settings within the record types.

    • The Activities record type is tied to Activities in record settings.
    • Notes record type is tied to Notes in record settings.
    • Posts record type is tied to Posts in record settings.

    To enable or disable a record type simply check or uncheck the box and that record type will either display or no longer appear in the Record settings section.

    Example: Display options - Advanced - Record Settings

    1. When Posts is checked in the Record types to show section, it is enabled in the Record settings section below.
    2. When Posts is unchecked in the Record types to show section, it is disabled in the Record settings section below.

    Configure activity record types

    When you expand the Activities record settings on the timeline component section a list will display showing all the activity types that can be either enabled or disabled on the entity form.

    Configuration View Display View
    How to configure activity record types Activity record types
    1. Expand and view Activities under the Record settings section using the caret (^).
    2. A list of Activity types is displayed in the expanded view.
    3. You can enable or disable activity by selecting an activity type. In this example, we selected Email

    To enable an Activity type, check the box next to Enable and select Done.

    To disable an Activity type, uncheck the box next to Enable and select Done. This will grey out all other items in the box and disable the activity type from displaying on the timeline. This also disables the activity type from being created or viewed in the timeline.
    1. When enabled, an Activity type will appear under the Create a timeline record Create a timeline record.
    2. The activity type will be displayed as an option the user can choose from the dropdown menu.
    3. Also, the Activity type record is displayed in the body of the timeline.

    Note

    A check mark appears to the right next to enabled Activity types. Additional record type settings are disabled until they're enabled under that specific record type.

    Enable status tags on activity record types

    Status tags match the status filter that display in the timeline to help you to see at a glance if the state of an activity record is Active, Overdue, or Closed on a task, appointment, or email. Admin can enable or disable status tags for any Activity type in the Record settings. Status tags are enabled by default.

    Configuration View Display View
    Enable status tags on activity record types Display status tags on activity record types
    To display email status tags, check the box next to Enable status tag. When enabled, status tags such as Active, Overdue, or Closed will appear in the timeline next to that activity record.

    Enable the ability to create directly from timeline

    Admins have the ability to enable activity types so they can be created directly on the timeline. Having the ability to quickly click and create an activity such as, email, tasks, and appointments, streamlines productivity.

    Configuration View Display View
    Configure the ability to create directly from timeline Display the option to create directly from timeline
    To allow users to create activity types directly from timeline, check the box next to Create directly from timeline. When enabled, the activity type will appear in a dropdown box on the Create a timeline record Icon for create a timeline record icon in the top-right nav in the timeline.

    Create and use card forms in timeline

    Records are displayed using the default setting for each activity type. However, if you want to display record information for an appointment or email, for example, you can either edit the existing card form, use a different card form from record settings, or customize your own.

    Configure View Display View
    Create and use card forms in timeline Display the option to create and use card forms in timeline
    You can change the default card settings to a different card form if one has been created. If you create a new card form, you must go to the parent entity and add the new form of card type there before it will appear in the timeline list for configuration. If Default is displayed, you are not using the card form. You can not use the Email card form in timeline unless you select and publish it first.

    Note

    Not all activity types allow you to create card types, so the default selection will be you’re only option for those records.

    Customize a card from within timeline

    All card forms are broken out into the following four sections:

    Display options - Advanced - How to customize a card in timeline

    Legend

    1. ColorStrip Section. This section does not appear on the timeline record. The ColorStrip is located on the left of the card form.
    2. Header Section. This section is displayed on the timeline record, however only the first two fields are displayed on the timeline record. For this example, only the Subject and Modified On fields are visible.
    3. Details Section. This section is displayed on timeline record, however only the first three fields are displayed on the timeline record. For this example, only the To, CC, and Description fields are visible on the timeline record.
    4. Footer Section. This section is not displayed on the timeline record.
    5. Entity Fields. You can select which fields you want to add to your card form from the field options listed on the right. You can customize your card form by dragging and dropping the fields you want to use into the sections you want that field to appear in on the timeline record.

    Each individual card form has to be customized for each activity record such as email, tasks, posts, etc.

    Header Section

    The Card Header displays the title/subject in your timeline email form. You can have up to six fields in the Header section, only the first two fields will be seen on the timeline record. Also empty fields will be ignored by the form in all sections.

    Configuration View Display View
    Customize a card form in timeline - Header Card form in timeline - Header Display
    Field 1
    1. Regardless of the field you choose for this section, it will appear as a bold header at the top of your timeline record. For this example, we selected Subject for this field.

    Field 2
    2. Again regardless of the field you choose for this section as well, this field will always appears in the bottom-right corner of the timeline record. For this example, we selected Modified On for this field.
    Field 1
    1. Field 1 from the card header is always displayed in this section of the timeline record.

    Field 2
    2. Field 2 from the card header is always displayed in this section of the timeline record.

    Details Section

    The Card Details section displays in the body of your the timeline email record. You can have up to four (4) fields in the Detail section, but only the first three (3) fields are seen on the timeline record.

    Configuration View Display View
    Customize a card form in timeline - Details section Display the card form in timeline - Details section
    The Card Details will always appear below the Header regardless of the field you choose.

    Field 1
    1. In the card details Field 1 acts as a subheader on the timeline record. For this example, we selected To for this field.

    Field 2
    2. This field will only display one line of text in a summary view on the timeline record. When you expand your timeline record, content in this field is fully displayed and formatted. For this example, we selected CC for this field.

    Field 3
    3. This field follows the content of Field 2 and is part of the main body of your timeline record that is only viewable when you expand the record. For this example, we selected Description for this field.
    Field 1
    1. This field always displays in this section and acts as a subheader on the timeline record.

    Field 2
    2. This field always displays in this section and only displays one line of text in the summary view but when expanded, content is fully displayed.

    Field 3
    3. This field will always display in this section and is only viewable when the record is expanded.

    Footer Section
    This section is not visible on the timeline record.

    Configuration View Display View
    Customize a card form in timeline - Footer section
    Field 1
    1. For this example, we selected Owner for this field.

    Field 2
    2. For this example, we selected Regarding for this field.

    Field 3
    3. For this example, we selected Priority for this field.
    These fields are not visible on the timeline record

    Set the date to use when sorting activities in timeline

    How you view data is important, and setting a default display view of your data varies based on the needs of your business. Admins can choose how data is sorted and create a default setting for Activity types in Record settings. Last Updated is on all activities, which is why it is set as the default in ascending order.

    How to set date in the sort activities by feature in timeline

    Legend

    1. The Sort activity by feature in the Activities record settings allows you to control how data is sorted in timeline.
    2. The Sort activities by field displays a list when selected. You can select from this list how you want your data to be sorted and displayed on timeline in the form.

    Sort date

    Some dates can only exist on specific types of activities. For example, Date sent or Date delivery last attempted only apply to email. If you sort by such dates, then non-email activities end up grouped together without any ordering. You can't create a custom date field, but if you need more flexibility, you can use Sort date, which is empty by default and requires that you populate it for each activity record with the date you want to use for sorting. Some of the ways you can populate the date are by using Microsoft Power Automate (previously Microsoft Flow), business rules, or Javascript.

    Important

    If you set a value in Sort date, you can use it for more customized sorting, but be aware that you have to populate it for every activity record or it won't work. Sort date has to be configured for each timeline instance, and must be set up for all three main forms in the Account entity.

    Set create activities form type in timeline

    How to set create activities form type in timeline

    1. The Create activities feature allows you to choose which type of form you want to work in based on your business needs.
    2. Quick create form appears in a model on the right. There are some activities that don't support quick create that will always use email, for example. For more information, see Create or edit model-driven app quick create forms for a streamlined data entry experience.
      Main form navigates you to the activity entity main form. For more information, see Create or edit a model-driven app main form for an entity.

    Note

    If a quick create form for an activity has not been created, then the main form will be used. If quick create form is not supported, such as with email, the main form will always be used.

    Set the activity rollup type in timeline

    The activity rollup type can be configured for timelines on forms for the Account, Contact and Opportunity entity. The available types of rollups are Extended, Related, and None. Activity rollup only affects accounts and contacts in CRM applications. To only show activities that are directly related to the entity in timeline, select None.

    More information is on rollup types is available from RollupType EnumType.

    Activity rollup type

    Timeline performance impacts

    Only enable the activities that you need on this form. If you select more than 10 Activity types, a warning notice displays to let you know that the number of activity types you have selected impacts the performance speed on your timeline. To improve timeline performance speed, consider limiting activity types to 10 or less.

    Timeline performance impacts

    Notes on timeline

    Configuration View Display View
    Notes on timeline Notes on timeline - Runtime
    The Notes the section expands when enabled and allows you to:
    1. Sort notes by date created or date modified. The Modified On date is the default setting.
    2. Add a relative web resource path in the Rich text editor configuration URL field for customized note capability. More information: Add the rich text editor control to a model-driven app
    1. When enabled, Notes can be access via the Create a timeline record Create a timeline record icon.
    2. A dropdown will appear where you can access Notes.
    3. Use the Notes feature to create a note to add to a record using rich text editing.

    Configure form for notes

    You can configure how information is displayed in notes, such as relevant users and dates, and whether or not to include labels. This enables you to increase or reduce the number of timeline records that appear onscreen.

    Configure the form for notes

    Go to your timeline configuration in make.powerapps.com, scroll down to the Notes section containing the Configure form field, and edit the following fields in the default form:

    • Header
      • Label option: Hide, show, or show on hover the label, "Created by" or "Modified by".
      • Label: Select the Use default label checkbox label to display the label "Note modified by". Deselect the checkbox to display the label "Modified by".
      • Data field: Select to show either the user who created the note or the user who modified the note. The label changes to match the data field you selected.
      • Display option: Always show, show on expand, or hide this header containing the user who created or modified the note.
    • Body1
      • Label option: Show or hide the label of the note.
      • Display option: Always show, show on expand, or hide the body text.
    • Body2
      • Label option: Show or hide the label of the note.
      • Display option: Always show, show on expand, or hide the body text.
    • Footer
      • Label option: Show or hide the label, "Created on", "Modified on", or "Overridden on".
      • Data field: Select to show the createdon, modifiedon, or overridenon date.
      • Display option: Always show, show on expand, this footer containing the createdon, modifiedon, or overridenon date.

    Posts on timeline

    To enable rich text posts on timeline, contact Microsoft Support.

    Note

    Posts are currently only available for CRM applications.

    Configuration View Display View
    Posts on timeline Posts on timeline - Runtime
    The Posts the section expands when enabled and allows you to:
    1. Sort notes by date created or date modified. The Created On date is the default setting.
    2. Add a relative web resource path in the Rich text editor configuration URL field for customized post capability. More information: Add the rich text editor control to a model-driven app
    1. When enabled, posts can be accessed via Create a timeline record Create a timeline record icon.
    2. A dropdown menu displays, and you can access Posts.
    3. Use the Post feature to create a post to add to a record.

    When date Created On is used to sort posts on the timeline, the location in the timeline remains constant even when there are responses to that post.

    When date Modified On is used to sort posts on the timeline, the location in the timeline adjusts to the top when there are responses to that post.

    NOTE: The timeline doesn't automatically refresh when post replies are added.

    Configure form for posts

    You can configure how information is displayed in posts, such as relevant users and dates, and whether or not to include labels. This enables you to increase or reduce the number of timeline records that appear onscreen.

    Configure the form for posts

    Go to your timeline configuration in make.powerapps.com, scroll down to the Posts section containing the Configure form field, and edit the following fields in the default form:

    • Header
      • Label option: Hide, show, or show on hover the label, "Created by" or "Modified by".
      • Label: Select the Use default label checkbox label to display the label.
      • Data field: Select to show the user who created the post. The label changes to match the data field you selected.
      • Display option: Always show, show on expand, or hide this header containing the user who created the post.
    • Body2
      • Label option: Show or hide the label of the post.
      • Display option: Always show, show on expand, or hide the body text.
    • Footer
      • Label option: Show or hide the label, "Created on", "Modified on", or "Overridden on".
      • Data field: Select to show the createdon or modifiedon date.
      • Display option: Always show, show on expand, this footer containing the createdon or modifiedon date.

    Configure mentions in notes and posts on timeline

    To enable mentions in notes and posts, contact Microsoft Help + support. You can also temporarily try out this feature before asking Microsoft to enable it by appending the following text string to your current browser session URL:

         &flags=FCB.TimelineWallRichTextPosts=true,FCB.TimelineNotesRichTextMentions=true
    
    

    When the rich text editor is enabled, users can mention other users and entities in notes and posts using the @ and # symbols. Configuration for the rich text editor is available in the maker experience in Power Apps: make.powerapps.com. The users and entities that are displayed are pulled from the configuration file provided in the Rich text editor configuration URL field. More information: Use the rich text editor control in Power Apps

    By default, the @ symbol returns matches with the first name, last name, or email address of system users starting with the search string.

    By default, the # symbol returns matches with the account and contact name entity records starting with the search string.

    As an administrator, you can configure additional entities to appear when a user types these symbols. Adding more entities to the default configured entities may result in slower load times, so only add the entities that are required by your organization. You can add the following additional entities:

    • "systemuser"
    • "contact"
    • "competitor"
    • "lead"
    • "account"
    • "incident"
    • "opportunity"
    • "knowledgearticle"

    To configure additional entities, add and modify the following code to the configuration file you are using for rich text notes and posts:

         "defaultSupportedProps": {
            "pcfmentions" : {
                "markerMap" : {
                    "@" : ["systemuser"],
                    "#" : ["account", "contact"]
                },
                "calloutWidthInpx" : "300px",
                "debounceInms" : 250
            }
          }
    
    

    The "systemser" entity will persist for @ and the "account" and "contact" entities for # regardless of how the file is edited.

    Save and publish timeline updates and changes

    Before you can view any configuration changes on the entity form, you must first save and publish your updates on the timeline component.

    Save and publish timeline updates and changes

    1. Before you can publish, you must Save any changes you've made in the timeline component.
    2. After your configuration changes are saved, you can Publish them, which makes them live in your timeline environment and viewable.

    Configure dashboard timelines

    Timelines can be configured and put on a dashboard. However, the configuration available for timeline applied to a dashboard is limited to the functionality provided by the legacy designer experience. The new form designer experience on dashboards is not available.

    Note

    Capabilities on a dashboard timeline are different than those in an embedded dashboard timeline.
    Dashboard timelines contain records related to the current user. This means each user will see a different set of information when viewing the same dashboard timeline. Notes are not available on the dashboard.

    This following image shows the General tab, where you can modify the Timeline Control properties:

    Timeline Control Properties General tab

    The following image shows the Activities tab, where you can modify the Timeline Control properties:

    Timeline Control Properties Activities tab

    Configure auto-post messages to display on the timeline

    Note

    The auto-post functionality is only available for CRM applications and is not available for CDS-only organizations.

    You can configure which auto-post messages will appear on the timeline when a system event occurs. The auto-post configuration replaces the legacy Activity Feed Configuration and Activity Feed Configuration Rules.

    To configure the auto-post messages that should be displayed:

    1. In Customer Service Hub, go to Service Management, and under Timeline settings, click Auto-post rules.
    2. Select which auto-post rules to make active using the grid and Activate and Deactivate buttons at the top.

    When a system event corresponding to an active rule occurs, an auto-post message will display on the timeline.

    Auto-post rules timeline settings

    If you are using a CRM app other than CSH or CSw, you need to add your own sitemap. To add your own site map in your app:

    1. Open your app in the App Designer in Power Apps: make.powerapps.com
    2. Click the pencil icon to open the Sitemap Designer.
    3. Click the + symbol and select Subarea from the dropdown list.
    4. In the Entity dropdown list, select Post Rule Configuration entity, and enter a Title.
    5. Click Save and then click Publish.

    Add a subarea in the Sitemap Designer

    Create and add custom activities to timeline

    You can create custom entities to display on the timeline by enabling specific options during the creation of the entity. See the How to create and add custom activities for a step-by-step guide.

    Configure blocked attachment file types in timeline

    You can configure the file types that are blocked from being added as file attachments.

    1. Go to Settings > Advanced settings > Settings > Administration > System Settings.
    2. In the System Settings dialog, under the General tab, scroll down to Set blocked file extensions for attachments.
    3. In the field, type the file extension type you want to block for attachments (for example, ".pdf"). Separate file types with a semi-colon.
    4. Select OK.

    See Also

    Use timeline
    Timeline FAQs