Released

Ability to Move Timeline Activities Across Accounts

Related products:CS Timeline & Activity Tracking

Forum|Forum|7 years ago
June 19, 2019
66 replies
2106 views

There are instances where a CSM enters a timeline activity to an account, but it was added to the wrong account and needs to move to another account. There's currently no way to copy or move an activity to another account. The CSM has to re-enter information on the correct account, and this can be a lot of manual re-entry that would be more efficient if a "copy to" or "move to" functionality existed.

sai_ram

Expert ⭐️⭐️

Hi Kaycee, If you have created a follow up task from timeline then d you want to change the task and CTA account as well, while changing the account for timeline

kcspAuthor

This doesn't complete the action we are looking for. The end user would be looking to either make a copy of a timeline activity and select which customer it should go to, or to change the customer name. Not every timeline activity created will have a task associated with it, so having to go through this to accomplish the action doesn't fit the use case.

dan_ahrens

Expert ⭐️⭐️⭐️

Hi Kaycee,

Do you have a sense of how often this is happening (how many times per week)? And is this happening to all of your users or just some of your users?

VP of Customer Success at Forcepoint

M

mhoangws

Helper ⭐️

This would be great. I've encountered it in two different organizations so far every since BCC to timeline came out, affecting a few different users and for different accounts. Here are the cases:

1. Duplicate Accounts - When duplicate accounts are created in SF, in the merging process it would be ideal to move all old activities to the new/correct account.

2. Movement within the Hierarchy - In some cases it may be more approrpriate to log certain activities at a child and in others at a parent. Since email to timeline automatically posts to where a contact is found, there are situations where contacts are assigned at a customer level when they really should be assigned at the parent level (and therefore the activities should be posted at the parent level).

S

spadamatinti

Contributor ⭐️⭐️

We have more than one relationship on account and CSMs are entering the timeline on wrong relationship. They are deleting and reentering on correct account. But recently one of the CSM observed after entering 17 entries, i have created support ticket to move the data. Can you please provide a functionality to Admins so that it saves everyone time.

sai_ram

Expert ⭐️⭐️

@mhoangws Regarding the duplicate accounts, in merge process we are merging the activities too. Let us know if you face any issues while merging.

Regarding the "Movement within the Hierarchy" I am creating a new idea post for better tracking purpose.

Thanks for posting!

A

ana_g

Helper ⭐️

Definitely echo the need for this. It hasn't been happening as often recently, but we still get users that may not have checked Person records and their email logged to the wrong Timeline. Support seems to resolve these types of tickets more quickly for us now but it was definitely a pain point when escalation and resolution took a few weeks in some cases.

Anastassia Goidina

sai_ram

Expert ⭐️⭐️

@All, This enhancement is there on our road-map.

To change the priority of the road map please upvote here!