The Reply & Timeline Component enables organizations to integrate key aspects of the Timeline and the New Comment Page into the Digital Experience (Experience Cloud), providing their customers with a more seamless experience when using their support portal to view cases. This allows authenticated users to view a chronological case thread, compose comments in rich text, automatically save draft comments, and manage recipients from one place.
Notes about licensing
1) Please contact your Account Executive to discuss licensing options and have it enabled for use on your license record.
2) To use the Reply & Timeline Component successfully, the Salesforce Community Licenses must have access to perform 'Send Email' actions, as described in this Salesforce knowledge article.
The following licenses currently cannot perform 'Send Email' actions:
- Customer Community
- Customer Community Login
The following licenses can perform 'Send Email' actions and send comments out:
- Customer Community Plus
- Customer Community Plus Login
- Customer Portal Manager Custom
- Customer Portal Manager Standard
The Reply & Timeline Component
1) Send a Reply section:
From this section, users may manage recipients, compose their rich text replies, and attach files. Rich text tools, including the ability to change font color, create tables, apply bold, and use the screen capture tool to add screenshots as inline attachments, are available for authenticated users to utilize.
2) Timeline section:
From this section, users can view a chronological history of case comments, key actions taken on that case, and utilize the File Viewer, including the Extract Text functionality.