Streamline the process of reviewing record activity with timeline highlights – AI-generated summaries of emails, notes, appointments, tasks, phone calls and more.
What is a timeline in Dynamics 365?
The timeline control in Dynamics 365 allows a user to create and view activities related to the current record in one place. It captures interactions like emails, appointments, phone calls, and notes, ensuring that you can track and see them over time.
The problem with Dynamics 365 timelines
Although viewing all activity relating to a record is very handy in principle, when there is a large volume of interactions, it can be hard to cut through to the important details, and significant incidents can be missed as a result.
The solution
This new feature optimises agent productivity and eliminates the need for excessive clicks and extra reading, enabling agents to efficiently absorb crucial information. Users can expand the highlights section in the timeline by clicking on the arrow at the right of the ‘Timeline highlights’ area.
The highlights show relevant items in a clear and concise bulleted format, allowing for easy reference; a button to copy the highlights is also available.
The timeline highlights feature is available within apps like Dynamics 365 Customer Service, Dynamics 365 Sales, Dynamics 365 Customer Insights, Dynamics 365 Field Service, and custom model-driven Power Apps, providing a unified experience across Dynamics 365 and Power Apps.
Can the feature be disabled if required?
Yes. If for some reason you’d rather not use timeline highlights, they can be removed at the form or app level with the Maker Portal.
Summary
Although there is ongoing deluge of AI-related products and features across many areas of cloud technology, timeline highlights require no additional configuration and the benefits are immediately apparent. As with any new AI innovation, it’s always worth manually verifying the generated output is correct, but even so, there is still significant time to be saved. If you are an existing Strategy 365 client and want to discuss this feature with one of our experts, feel free to get in touch.
