Explanation:
Graphical userinterface, text, application
Description automatically generated
Box 1: 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 quicklycatch up on all of the latest activity details with the customer to provide the most personalized support experience.
Box 2: Lists