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Usability enhancements for timeline

Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 5, 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.

See also

Configure mentions in notes and posts on timeline (docs)