Timeline in Record Detail Page
Some of the options mentioned in this page are being released in a phased manner. They may not be available in your account.
A record in Zoho CRM undergoes many changes from the time of creation. Details are added or changed, activities are scheduled and executed, emails are sent, notes are added, documents are attached and removed, and so on. It can be hard to keep track of all these changes and interactions and even harder to arrange them chronologically.
With the Timeline feature in the Record Detail page, you can track all these changes and interactions.
A timeline gives a clear and complete picture of all the events related to a record, along with useful details like the source and time of change or interaction. This is handy for troubleshooting issues, passing audits, and maintaining compliance.
The timeline will store details related to changes going back 3 years. This is being released in a phased manner.
If this enhancement has not been enabled for your account, the timeline will have details related to changes going back 6 months.
If this enhancement has not been enabled for your account, the timeline will have details related to changes going back 6 months.
Availability
Users who have permission to view a record will be able to view its timeline.
Scenario
The sales team at Zylker Technologies is working to close a lucrative deal with a new client. The sales manager notices that the deal has been stuck near the end of the pipeline for a while and decides to dig deeper. The manager brings up the deal's record in the CRM and checks its timeline. She discovers that the closing date of the deal has been pushed back multiple times in the last three months. Scrolling through the timeline, she notices that this seems to happen almost immediately after the client brings up privacy and security-related concerns in email conversations with the sales rep. In the notes added to those conversations, she notices that the internal discussions did not pick up on this concern and address it adequately. So, the sales manager arranges a meeting with the client and also invites the cybersecurity teams of both Zylker and the client. After a productive discussion, the client is satisfied and the deal proceeds smoothly to completion.
To access a record's timeline
- Click the [ Module ] Tab. The module could be Leads, Accounts, Contacts, and so on.
- In the [Module] page that opens, click the record whose timeline you want to access.
- Select the Timeline tab.
History tab
The History tab has entries related to all the changes that have happened to your record's details, notes, attachments, tasks, meetings, calls, and emails. You'll find the following features in this tab:
- Filter : Use this to filter and find the entries that you want. You can filter using one or more of the following options:
- Modules : Use this to filter entries related to your notes, attachments, emails, tasks, meetings, and calls.
- Users : Use this to filter based on the user who is responsible for a change.
- Time : Use this to filter entries by the time of change. Besides the system-defined time periods, you can choose a specific date or a custom range.
- Sources : This can be used to filter by the source of change. You have multiple options here, ranging from manual to APIs.
- The timeline : This is the chronological list to which your entries are attached. This is divided into times within those dates.
- Upcoming Automated Actions : You can see the automated actions that will are scheduled to be executed in the future here.
Actions in History tab
View Sent Email status
You can see the status (Sent, Opened, Clicked, Bounced) of sent emails right from the timeline. To do this, click View History near the sent email entry.
Each record can contain multiple email fields, including a primary email, a secondary email, and multiple custom email addresses. When you send an email to any of these addresses, an entry is made in the timeline. However, if you send an email to multiple addresses present within a record, multiple entries will not be made. Only one consolidated entry is made in the timeline. For example, if I send emails to four email addresses linked to that record, the entry will be in the format of "Email sent to [Email ID A], [Email ID B], and 2 more". When you click View History, you will see the history of the email sent to only one email address, determined by the hierarchy of email addresses. The primary email takes precedence over the secondary and the secondary email takes precedence over the custom ones.
Add notes
Most of the notes are added in response to an event related to a record. For example, a sales development rep adds a note after a discovery call with a lead, an account executive makes a note related to a meeting with a contact, a customer success executive flags an upsell opportunity after a call, and so on.
You can add notes that are linked to particular entries. This will help you preserve the context of your notes and also help you initiate discussions right from the timeline.
You can add notes that are linked to particular entries. This will help you preserve the context of your notes and also help you initiate discussions right from the timeline.
Clicking on the note in the related list of the record will take you to the timeline event that it is linked with.
To get a comprehensive view of events related to all the records in a CRM, please refer to the audit log.
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