Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

(0) Share

Report

Posted on by Community Member

Hi,

We have been reviewing Dynamics 365 for Customer Service as a potential replacement of our existing complaints management system.

I have found some things that I am surprised about and want to know if I am doing something wrong.

When I add an email activity or an inbound/outbound call activity, it shows that I added the activity but that has no use of anyone reviewing the activities as they can't see who the email was sent to. For phone calls, they cannot see who made the phone in case of inbound or who the phone call was made to

Is there any way of showing that under Timeline and also under My Activities view

Your assistance would be much appreciated

Categories:

Activities

I have the same question (0)

All responses (5)

Answers (0)

Community Member on at

Like (0)

Report

RE: Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

Referring to the Interactive Service Hub app.

Was this reply helpful? Yes No
Suggested answer

Hamish Sheild 428 on at

Like (1)

Report
RE: Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

You can change the Timeline display by configuring Dynamics 365 with a new Card form for each activity displayed on the Timeline and then updating the Timeline to display those forms. Steps below. Unfortunately the same cannot be done for the My Activities view.

Default display on Timeline

Here are the steps for phone call:

1. Create a new Card form for the Phone Call entity

Call From must be in the header

The next 2 body fields will also display on the card in the timeline i.e. Call To and Subject

2. Edit the entity form that has the Timeline control on it and edit the Notes Pane

3. Change the Activities Display as per screenshot below, selecting the new Phone Call Card form that you created above.

4. Publish Customisations and check the Timeline on the parent record

The Phone Call card in the Timeline will show who the phone call was to

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

Thanks a lot. The work around provided is great However the challenge is that the team doesn't like the Timeline view. It's great for cases with 10-20 activities but we have scenarios where there are 200 activities so the one line activities view under All Activities offers us better view of the case where we can click on an activity to view the detail, if needed.

I understand you mentioned that there is no way of achieving that, correct?

Was this reply helpful? Yes No
Hamish Sheild 428 on at

Like (0)

Report

RE: Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

Wow, 200 Activities against a single Case is a lot. Have you considered parent child cases to split out the case workload? Might not work for your business case but worth considering.

Unfortunately the All Activities view cannot show fields like Phone From and Phone To because it is a combination of different types of activities. In this view you can only show the common activity fields. Another alternative is to have different views for each activity type but that starts to get nasty from a user experience point of view.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: Is there no possible way to show who the email was(or phone call was made to) sent to under Timeline or "All Activities"

Normally, it's between 20-50 but when a complaint goes long, there are interactions between multiple parties related to the complaint. A child case isn't suitable as that won't cover the scenario.

The different view for each activity is an option but that defeats the purpose of someone reviewing the history of the complaint, it can't be seen under one place

Was this reply helpful? Yes No