I was in training with a CSM this morning, and she was trying to find an account based on a conversation she logged into Timeline.
She remembered the exact combination of words; for privacy reasons, let’s say she searched for “renewal quote 1234”. The search returned every timeline entry where “1234”, “quote”, “quoted”, “renewal”, “renew” appeared. The only way to find the account without browsing through dozens of entries was via her admin (me), pulling a report and using the contain filter of the Notes Plain-Text field.
Don’t get me wrong, the current functionality to get similar words is great, and sometimes that flexibility is needed. But, it will be more powerful if the advanced filter allowed text filtering options already available in Rules Engine and Report Builder, such as "contains" and "does not contain." Right now, only the “Notes” field appears, and nothing can be done there.
