3277425 - How to enable the timeline feature for tickets in SAP Cloud for Service

• You are using SAP Cloud for Service/Sales
• You would like to use the Timeline feature while working with tickets 
• With the Timeline feature:
1. Users can get up to speed on customer interactions
2. The timeline shows phone call and chat interactions, tickets and other touch points with the customer.
3. Users can access the timeline in ticket detail view, or in customer hub, or both, depending on how your administrator configured your solution.
4. The timeline has the same capabilities as the interactions tab in ticket detail view, and will include additional functions in the future.

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

To Enable Timeline (this will add the timeline to ticket detail Overview tab and as separate tab in ticket detail view)

1. Go to Administrator ->  Service and Social  
2. Click "Ticket Configuration", and go to "Timeline"
3. Select "Enable Timeline"
4. Save the changes, restart the UI and test

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timeline activation ticket , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem