Excess observations in the company object

[LGDMoura]

Hi! We are adopting the use of the company object for several teams, these teams are very accustomed to using observations to indicate qualitative and routine issues with the customer, CS uses an observation as a timeline to record each contact and CX opens an observation for each contact. In the end, this ends up polluting the company's timeline and teams end up getting lost.

Has anyone ever experienced this? Do you have any good practices to share?

Note: we put most of the information in properties, these observations are more qualitative and tell a "story" that helps with handovers, etc.

[Crystal_Hopper]

I'm sorry. I have no knowledge of this. Hoping another expert can jump in.

[BérangèreL]

Hi @LGDMoura and all my Best Wishes for 2024!!!

Great question, thanks for asking the Community!

1. So, just to make sure, the observations are custom properties or custom objects associated to the companies, please?

2. Do you have a screenshot (without sensitive/confidential information) to show where you'd like to not see the observations, please?

First, I'd like to share this article that might help you: "UI Extensions overview (BETA)" to customize the CRM record UI to suit your needs.

Also, on the company record, on the "activities" tab, have you looked at the "filter by activities" to be able to uncheck unnecessary information?

I also wanted to invite a couple of subject matter experts to this conversation: Hi @Mike_Eastwood, @Crystal_Hopper and @Josh do you have suggestions to help @LGDMoura, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks a lot ❤️ and have a great day!

Best,
Bérangère