Asset Timeline
The timeline configurations provide the necessary insights required for customer interactions, work planning, and quality analysis, based on the user profile. You can create persona-specific timeline configurations by assigning the right Salesforce profiles. As an administrator, you can view, create, and manage timeline configurations.
Using the timeline configuration, you can:
• Define the list of records and the criteria for displaying records.
• Select visual indicators to differentiate the records.
• Select business-specific fields for plotting on the timeline, which provides more context to the end-user.
You can create a timeline configuration and mark it as default for your organization. This configuration applies to users who are not assigned a profile-specific configuration.
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It is not mandatory to have a default configuration. If the default configuration is not available, the out-of-the-box configuration is used for all the users.
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To view the asset timeline configuration page, navigate to Setup > Asset > Asset Timeline. All the existing timeline configurations are displayed in tabular format on the Timeline List page.
You can perform the following tasks on this page:• Create timeline configurations
• Edit timeline configurations
• Clone timeline configurations
• Delete timeline configurations
Asset Timeline Use Cases
The following are some of the use cases for the asset timeline:
1. Before the creation of a case or a work order for an asset, the call center agent can check the timeline to see if there are already cases or planned work orders for the asset. This helps the call center agent to avoid duplicate work.
2. The call center agent can view the timeline to understand the historical data of the asset and determine the status of the asset. For example, if there are too many breakdown work orders for the asset in past, the agent can determine that the asset is faulty and take the required steps to discard it.
3. The asset manager can view that the asset warranty or the service contract for the asset is due for renewal, and can upsell or renew the contract with the customer.
4. Before the scheduled service for an asset, the field engineer can view the asset timeline to understand the type of service activity performed on the asset.
5. The field engineer attending a break-fix work order for an asset can view the preventive maintenance work order scheduled for the asset in near future, and complete it as part of the site visit.
6. The field engineer can view that the service contract for the asset has recently expired, and they must raise a bill to the customer for the repair work order. This helps stop revenue leakage.
Reference Sections
For information about the end-user experience of viewing and using the asset timeline, see Viewing Asset Timeline.