Dynamics 365 empowers organizations to provide exceptional customer experiences. One of its key features is the Timeline, which provides a chronological view of interactions for better case management. The latest updates allow customizable summary configurations, giving users more control over how information is displayed in the timeline.
What is Copilot timeline highlights Configuration?
Timeline Summary Configuration allows administrators to customize the summary details for activities and notes in the timeline. You can tailor the view to display the most relevant information at a glance, improving productivity and case resolution times.
Key Benefits:
- Enhanced Readability: Display only the most critical information in summary views.
- Personalized Experience: Configure fields based on user roles or team preferences.
- Improved Efficiency: Minimize the need to open individual records for details.
Best Practices:
- Role-Based Views: Different teams (e.g., sales vs. support) might need different summary views.
- Keep it Concise: Include only essential fields to avoid clutter.
- Regular Updates: Periodically review configurations to align with business changes.
Enabling Copilot timeline highlights
To enable the Copilot timeline highlights in Dynamics 365, navigate to your app settings, go to the “Copilot” section, and ensure it is turned on; this will allow Copilot to generate summaries based on the activity timeline of a record, providing a quick overview of key events and updates within a record like a lead, opportunity, or account.
Steps to Configure:
- Navigate to Timeline Settings:
- Open Customer Service Workspace or Case Management in D365.
- Access the Timeline control settings in the form editor.
- Choose an Activity Type:
- Select an entity (e.g., Email, Note, Appointment) to configure its summary.
- Define Fields for Summary:
- Pick the fields you want to display (e.g., Subject, Created On, Description).
- Use simple expressions or dynamic data to make summaries more informative.
- Preview and Save:
- Preview your configuration to ensure it meets your needs.
- Save and publish the changes.
Key points to remember:
- Access settings: Go to your Dynamics 365 app, then navigate to “Change area” and select “App Settings” to access Copilot settings.
- Check audit history: Ensure audit history is enabled for the relevant tables (like leads, opportunities, accounts) as Copilot relies on this to generate summaries of recent changes.
- Timeline highlights: The Copilot timeline summary feature is often referred to as “Timeline Highlights” and will automatically generate concise summaries of key activities from the record’s timeline.
