Activity Tracker Overview

Activity Tracker enables you to view:

  • Upcoming activities that are due to take place in the next seven days

  • Recent activities that were due to take place in the last seven days

  • Objectives, playbooks, and playbook tasks with a start date or end date in the next seven days

  • Objective KPIs with a target date in the next seven days

  • Success plans with an effective date or next business review date in the next seven days

  • Your org's CS activities from the last five years

Activity Tracker also enables you to:

  • Create, edit, and delete CS activities
  • Create and delete playbook tasks
  • Delete objectives, objective KPIs, playbooks, and success plans
  • Delete activities from any additional tracked objects added by the administrator

For more information about CS activities, see CS Activities Overview.

Notes:
  • To view change history in your org, use History Tracker. For more information, see History Tracker Overview.
  • You must have the relevant permissions for the Account object to view and delete any data in Activity Tracker. For more information, contact your administrator.
  • To view activities in Activity Tracker on a workspace, you must select an account in the Filters panel. For more information, see Filtering Activities.

Viewing Activities

By default, Activity Tracker displays records of the following objects in the Upcoming Activities section:

  • CS Activity
  • Objective
  • Objective KPI
  • Playbook
  • Playbook Task
  • Success Plan

In Activity Tracker's toolbar, you can click:

  • Add Activity to create CS activities and playbook tasks

  • Refresh to refresh the tracker to display any external changes

  • Filter Activties to open and close the Filters panel where you can filter the displayed activities

  • Full Screen View or Collapse Full Screen View to view the tracker in full screen or collapse it when it is viewed in full screen

Activity Tracker can display the following sections for the last five years, which you can refine based on the date range selected in the Filters panel:

In the Draft Activities section, you can view and manage draft CS activities. In this section, you can also edit their details before saving them as new CS activities. Each activity card in this section contains the following activity information:

  • Object type
  • Record or activity type, if available
  • Creation date
  • CS activity name
Notes:

  • Draft CS activities are retained using local storage and display when the current user accesses Activity Tracker using the same browser, on the same computer.

  • Activity Tracker filters do not apply to draft activities.

The Upcoming Activities section is expanded by default, and is displayed when Next Seven Days is selected as the date range in the Filters panel. In this section, you can view the following upcoming activities that are due to take place in the next seven days:

  • CS activities
  • Objectives
  • Objective KPIs
  • Playbooks
  • Playbook tasks
  • Success plans

Each activity card in this section contains the following activity information:

  • Object type
  • Record or activity type, if available
  • Due date
  • Record name hyperlink
  • Notes, contacts, summaries, and descriptions, depending on the object type
  • Number of CS activity attachments

Activities associated with completed or template records do not display in Upcoming Activities.

The Last Seven Days section displays in Activity Tracker when Last Seven Days is selected as the date range in the Filters panel. In this section, you can view the same activities that the Upcoming Activities section contains, but which took place in the last seven days.

Each activity card in this section contains the following activity information:

  • Object type
  • Record or activity type, if available
  • Username
  • Activity creation date
  • Record name hyperlink
  • Notes and contacts
  • Number of CS activity attachments

Activity Tracker groups CS activities from the last 12 months and displays them in their individual monthly sections when the following date ranges are selected in the Filters panel:

  • Current Month
  • Last Month
  • Last Six Months
  • All Time

When All Time is selected as the date range in the Filters panel, Activity Tracker displays both upcoming activities and activities from the last 12 months in the monthly sections.

Each activity card in this section contains the following activity information:

  • Object type
  • Record or activity type, if available
  • Username
  • Activity creation date
  • Record name hyperlink
  • Notes and contacts
  • Number of CS activity attachments
Note:

In this section, you can only view records of the CS Activity object.

Each section heading in the tracker displays the count of activities in that section. By default, Activity Tracker expands the first section that contains any activities. In Activity Tracker, you can click:

  • An activity's record name hyperlink to open the related activity's record page

  • Expand or Collapseto show or hide the content of each section

  • Actions to open a drop-down list that contains actions for each supported activity type

  • View More to view 10 additional activities at a time when available
  • View Previous Months to view 12 additional monthly activity sections at a time when available

  • Show Details or Hide Details to show or hide the record details panel with the following additional activity information:

    • CS activities: Notes and contacts
    • Objectives and success plans: Summaries
    • Objective KPIs: Descriptions and progress
    • Playbooks and playbook tasks: Descriptions

      • The panel can also display additional fields that your administrator has added.

You can also use the search box in the toolbar to search for specific activities. The sections that contain the search term you enter expand automatically.

Notes:

  • The following records do not display in the tracker:

    • Playbook tasks associated with template objectives, playbooks, or success plans
    • Activities not associated with an account
  • Information about attachments only displays on the CS activity cards with attached files.

Filtering Activities

Filters enable you to focus the activities displayed in the tracker so that only the activities you want to view are displayed. To filter activities in the tracker, click Open filters panel. For more information about:

Tip:

You can select a filter set from the Saved Filters field to quickly apply a set of filters. For more information, see Filter Sets Overview.

Notes:

  • If you click Refresh, the filters remain applied. The last applied filters in the tracker display in all locations where the tracker is available when you click Refresh.

  • Your last selected filter criteria display when you access the tracker on the same computer, using the same browser.

  • When using the tracker on:

    • A workspace, you must select and apply at least one account in the Filters panel to view any results.

    • On an account page, the Account filter field is not available because the tracker only displays results related to the account you are viewing.

    • On a record page, Activity Tracker only displays activities that are related to the account of the record page you are currently viewing.

  • If Activity Tracker is open on a record page with a lookup field to the same object in CS Activity, and that field is included in the Activity Tracker Filters Panel Fields field set, then the field is hidden in the Filters panel. If Activity Tracker is open on a record page with lookup fields to parent objects, then the fields are hidden in the Filters panel. In addition, the following fields are hidden, depending on the location of Activity Tracker:

    • The Account field on account record pages
    • The Success Plan field on success plan record pages
    • The Objective field on objective record pages
    • The Playbook field on playbook record pages

  • You can also view CS activities of one or more record types using the Record Type field in the Filters panel. For more information, contact your administrator.

Managing Activities in Activity Tracker

In Activity Tracker, you can:

You can create CS activities, such as meetings or notes that are linked to accounts in your org, in Activity Tracker.

CS activities enable you to record individual interactions with your customer accounts, such as:

  • A meeting that is scheduled to take place in the future
  • Any notes taken during a meeting that has already taken place
  • An AI summary of your activity data from the past six-month time period

For more information, see Creating CS Activities.

Note:

To create CS activity AI summaries, you must use the AI Summaries: CS Activities functionality. This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, see CS Activity AI Summaries Overview and Generating CS Activity AI Summaries.

You can edit CS activities, including draft CS activities, in Activity Tracker. For more information, see Editing CS Activities.

CS activities can have one or more attachments, such as documents, images, and other files. You can view CS activity attachment files on CS activity record pages, in the Files related list in the Related tab. You can attach files to a CS activity and preview or delete them in the Manage Attachments window. This window can be opened by clicking Manage Attachments in the Actions drop-down list on Activity Tracker's CS activity cards.

For more information, see CS Activities Overview and Attaching Files to CS Activities.

You can create playbook tasks in Activity Tracker. Playbook tasks define the individual work items that make up a playbook. You can also use them individually for pieces of work needing to be done at account, success plan, or objective level. For more information, see Creating Playbook Tasks.

You can edit playbook tasks in Activity Tracker. For more information, see Editing Playbook Tasks.

You can delete different types of activities in the tracker.

Note:

Deleting activities from the tracker also deletes the associated record and its related history tracking records.

To delete an activity:

  1. Click Actions next to the activity that you want to delete.
  2. Click Delete in the drop-down list. The activity deletion window displays.
  3. Click Delete.