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Timeline issues to see the activities

Posted on by 125
Hello, for around 2 weeks now, one customer service agent is not able to see the timeline activities in the cases.
We implemented the copilot summary for the cases and it is the only way that the agent can get a summary.
It affects only 1 agent and her security roles haven't changed and before those 2 weeks it worked fine.
 
I even asked her to switch back to the old look and still the same problem.
 
Let me know if a solution is available for this issue.
 
Thanks
  • Verified answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Timeline issues to see the activities
    Hi,
     
    Has the issue been solved?
    Have there been any updates? Please feel free to ask me if you have any questions!
    If it has been resolved, can you mark the response as an answer?
     
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Timeline issues to see the activities
    Hi,
     
    Please check if the timeline in the case form used by the agent has the display of activity records disabled?
     
    This will result in only Posts and Notes being visible in the timeline.
    Clicking the + button will only create a note.
     
    Best Regards,
    Dengliang Li
     

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