If end-users are needing to quickly see the original created-on date within a Dynamics 365 record, rather than the more recent modified-on date, there is a solution. This article provides instruction on how to customize the timeline control on the record to show the created-on date of the activity.
How Timestamps Maintain Customer Relationships
The timeline feature in Microsoft Dynamics CRM is a central component in maintaining healthy customer relationships as it gives a historical list of interactions within each opened record. Users want to have access to accurate and timely information, and knowing how to edit records to show the created-on date is essential.
Simplified Experience for the End-User
The Dynamics 365 record timeline is set to display all notes, emails, and phone calls that are relevant to the open record. As default functionality, the timeline's activity date will show the last time that activity was modified. For example, a note may have been created on January 1st but details of the note were edited on April 1st. By default, Dynamics 365 would display April 1st, the Last modified date, as the date on the note when viewing the timeline. This can cause inconvenience to users who only need to see the initial creation date of the note rather than the last modification date of the note.
When a record such as a case, lead, etc., is assigned to a new user, the associated activities are also reassigned. Since the default shows the ‘modified on’ date, you lose the original ‘created on’ date in the timeline display. If you want to retain the created-on date, the following will let you change/revert it on any activity type. Note that this does not affect posts.
Reverting to the Created-on Date
Important: You must currently use the classic form editor as the options are not available in the new editor.
Create a card form for each activity type you wish to update. Make sure to add “Created on” in the header of your Card form.
Open the form you want to change i.e. Case, Lead, etc.
Double click on the timeline control and select the “Unified Interface Properties (New)” tab on the properties dialog.
Next select the Activities tab just below.
In additional options you will find “Display activities using” and it is defaulted to “Default Fields”.
Change it to “Card Form”.
New fields will appear below allowing you to select the type/s of activities you want to set.
Select the Card form you want to use. Save and publish your form changes.
In the case of historical activity records on the timeline, the user may find more value in viewing the date the record was first created, rather than the last time it was modified. Knowing exact dates can help improve the overall customer and user experience. Default functionality in Dynamics 365 displays the most recent modified date of the activity, which can be confusing to end users who are looking for that activity on the timeline based on its created date. Changing the timestamp on the timeline activities using these instructions can help improve user experience by surfacing more relevant information immediately.
Conclusion
Dynamics 365 is a highly customizable CRM that can display, and track information build to fit a businesses specific needs. Knowing the date records were created and edited is just one small feature that gives users insights into how to best serve their customers. JourneyTEAM is a trusted Microsoft Partner with deep Dynamics 365 expertise, as well as across the Microsoft stack.
Contact JourneyTEAM today to speak with a Dynamics 365 consultant or request a demo.