Customer Relationship Management System Training
Timeline Feature Introduction covering comprehensive customer activity tracking system (00:00)
Color-coded interface provides visual organization of customer data with intuitive navigation
Date-ordered chronological display ensures most recent customer interactions appear at top for immediate visibility
Dual-category tracking combines communication history with sales/service records for complete customer profile
Click-to-access functionality through Timeline icon provides immediate access to detailed customer journey
Multi-Channel Communication Tracking with comprehensive interaction logging capabilities (00:00)
Inbound and outbound call records maintain complete voice communication history with timestamp documentation
Bi-directional email tracking captures both incoming customer emails and outgoing company responses
SMS message integration includes text message communications for full multi-channel visibility
Expandable detail view allows users to click individual communications for full content review
Date and time precision provides exact timing of all customer interactions for accurate relationship mapping
Customer Lifecycle Management through visual indicators and transaction monitoring (00:00)
Blue New Customer icon system identifies campaign enrollment events for marketing attribution tracking
Purple transaction indicators highlight sales and service history events for revenue and support analysis
Historical service tracking maintains complete record of customer support interactions and resolutions
Sales activity documentation provides visibility into past purchase behavior and transaction patterns
System Navigation and Filtering Capabilities
Advanced Filtering System with multiple view options for targeted data analysis (00:00)
Communication Events filter isolates voice, email, and SMS interactions for communication team analysis
Transaction Events filter focuses on sales and service activities for business performance review
All Events comprehensive view provides complete customer activity timeline for holistic relationship assessment
Dynamic sorting capabilities allow users to customize data presentation based on specific analytical needs
User Interface Management Tools for optimal viewing and navigation experience (01:54)
Expand all functionality enables detailed review of all timeline activities through single-click access
Individual item expansion allows selective viewing of specific activities without overwhelming interface
Close all return feature restores timeline to condensed overview format for quick scanning
Original view restoration maintains consistent user experience across multiple timeline sessions
Transcript:
00:00
Speaker 1
Foreign Included in the section with the customer's information, we have an area called the Timeline. You can access that information by clicking on the Timeline icon. The timeline will allow you to see a color coded and date ordered summary of the activity with that customer, both from your communication in volley as well as any sales or service history. You'll be able to see in date order with the most recent date at the top, any past communications, including inbound and outbound calls, as well as incoming and outgoing emails and SMS messages. You'll also be able to see when the customer was enrolled into a campaign via the blue New Customer icon and in purple, any sales or service history for that customer.
00:59
Speaker 1
You'll also be able to see the date and time of communications as well as click in each area to expand and read further. You can also sort the timeline by communication events or transaction events. So if you would prefer to only see communication history such as inbound and outbound calls or outgoing or incoming messages or emails, you can click on the Communication Events icon. You can do the same for the Transaction events, which will filter and display those items where a transaction took place, such as past service or sales. To see all the activities in the Timeline again, click on the All Events icon. You can also expand all of the timeline activities if you'd like to scroll through and view them further when you're finished. To close, select the Close all icon to return the timeline items to their original view.