How the Timeline Improves Efficiencies for Customer Service Reps in Microsoft Dynamics 365 Customer Service

How the Timeline Improves Efficiencies for Customer Service Reps in Microsoft Dynamics 365 Customer Service

If you are a long-time Microsoft Dynamics 365 user, you will probably remember that the old Microsoft Dynamics 365 Customer Service UI (Unified Interface) timeline had tabs across the top including Posts, Activities, OneNote, Notes, etc.

The new UI in Microsoft Dynamics 365 Customer Service has condensed this information into the Timeline tab to improve efficiencies. All of these can now be found within the Timeline in chronological order.

How the Timeline Improves Efficiencies for Customer Service Reps in Microsoft Dynamics 365 Customer Service

This eliminates the time you spend clicking around. You can see what’s been happening and who’s been interacting with this customer, gaining clear visibility into where the customer falls in the resolution process.

You can even reply to posts from your colleagues within the Timeline, which is an improvement upon the social functionality of Microsoft Dynamics 365 Customer Service. If you are a social media user at all, you will be familiar with the concept of “liking” posts. In this case, “liking” a post is equivalent to a “thumbs up.”

How the Timeline Improves Efficiencies for Customer Service Reps in Microsoft Dynamics 365 Customer Service

You can even tag a name within a post. In this case, you see that “Alan Steiner” has been tagged so that he is alerted to the update and can easily follow-through on the next steps.

This is a basic field service scenario that we’ve been documenting throughout the past few weeks, following a “Day in the Life” of a Customer Service Rep utilizing Microsoft Dynamics 365 Customer Service:

However, there is another Field Service module Microsoft Dynamics 365 users can look to at a future time.


Following along in this post series, at this point in the customer service case management process, you realize that you need to call your customer and set up an on-site visit.

Therefore, you make a phone call to the customer to set up a time to visit and log the call.

To log the call, go to “Quick Create: Phone Call.”

How the Timeline Improves Efficiencies for Customer Service Reps in Microsoft Dynamics 365 Customer Service

Add all of the relevant information you have, such as the Subject, Description, a follow-up Phone Number, Due date, Priority, etc.

Once you’ve added all of the information you need to, you can save and close the “Quick Create” bar.

Other nice features you will see on this page include recent Active Cases, Entitlement Records, and the Customer Service Knowledgebase.


In the next blog post in this series, we’ll dive deeper into navigating the Customer Service Knowledgebase and helping your customers solve concerns quicker, improving the confidence of your reps along the way.

Watch the complete Microsoft Dynamics 365 Customer Demo on-demand anytime at your convenience!

Contact us to discover if a solution like Microsoft Dynamics 365 Customer Service is right for you or if you need any support managing it.

We are here to ensure your success every step of the way.

Watch the Demo Now

Contact Us Today

To learn more about Ledgeview’s Expertise

Related Articles

ADDITIONAL POSTS