Customer Engagement & Dynamics CRM Forum

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Timeline in new Customer Hub issue

  • 1.  Timeline in new Customer Hub issue

    Posted Dec 11, 2018 12:39 PM
    ​​Hi there

    We are still working on our migration to D365 CRM and we switched over to the Customer Service Hub version. In that version, for all of my case management team, the Timeline area is showing everything a team member has in messaging.  I mean - I open any open case and I see all of my emails, Skype messages, MS Teams messages, etc - none of which are associated with the case.

    They all say "untracked" but that isn't helping my user's confidence in the migration.

    Anyone else having this issue, or have some ideas on what's up?

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    Jason Akai
    Global Customer Experience Manager
    CommScope
    Chicago, IL
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  • 2.  RE: Timeline in new Customer Hub issue

    TOP CONTRIBUTOR
    Posted Dec 27, 2018 10:34 AM
    Hi Jason,

    I believe this is a Relationship Insights "feature" called Auto-Capture. Maybe you can try the steps shown here to see if that helps:

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/auto-capture#set-your-auto-capture-options

    Let me know how it goes!

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    Gus Gonzalez
    7x Microsoft MVP, CRMUG All-Star
    CEO, Elev8 Solutions
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  • 3.  RE: Timeline in new Customer Hub issue

    Posted Dec 27, 2018 10:41 AM
    Gus - yep, that's the trick.  We did finally find that and implemented it.  Thanks!

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    Jason Akai
    Global Customer Experience Manager
    CommScope

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  • 4.  RE: Timeline in new Customer Hub issue

    TOP CONTRIBUTOR
    Posted Dec 27, 2018 10:56 AM
    Roger that! Sorry I didn't get to this post earlier. :(

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    Gus Gonzalez
    7x Microsoft MVP, CRMUG All-Star
    CEO, Elev8 Solutions
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