Timeline is a Lightning Component that replaces the standard Case Comment related list. It provides agents with improvements to the user experience, increasing overall efficiency and promoting adoption.

Primary Features:

• Separate buttons for public and private case responses.
• Preview of files/attachments that were added at the same time as the case comment.
• File Viewer with text extraction.
• Filtering of public and private case comments, as well as status/ownership changes and draft comments.
• Type-ahead keyword search in existing case comments.
• Easy view of emails associated with case comments, both plain text and HTML versions.
• Switch responses from public to private, or vice versa.
• Count of total case comments currently on the case.
• Chatter picture of the user or contact who added the case comment.
• Ability to view existing draft comments.

Requirements:

• Must be in Lightning Experience
• MyDomain must be deployed
• Must be on Version 6 or newer of Email to Case Premium

Vicasso strongly advises against adding Timeline to sidebars and narrow regions of a Case Record Page where visibility of content and related files is limited, such as the 'Three Regions' template. Timeline displays best in the main and wide regions.

Steps to Configure:

1. Within Lightning Experience, navigate to the top right corner of your page and click the Setup gear.
2. Using the Quick Find in the top left corner, navigate to Platform Tools | User Interface | Lightning App Builder.
3. Click Edit next to your existing Lightning Page for Cases.
   1. If you do not have an existing one, click New and select Record Page.
   2. Next, provide a label such as "Cases" and select the Case object.
   3. Lastly, select a Page Template and click Finish.
4. From the Lightning Components column on the left-hand side, scroll down to "Custom" and locate the "Timeline" component.
5. Drag & drop this component to the desired area on your page layout.
6. Set desired preferences for buttons and filters on the right-hand side of your screen, and click Save.
   1. It is recommended that the Timeline component be placed within a "Tabs" component as depicted below.

Additional Notes:

• Users need the "Edit Case Comments" system permission to be able to change comments from Public to Private or vice-versa after they've been originally sent.