Using Activity Records

After completing a wrap up, the customer's entity (contact, account, and etc.) is automatically linked to a Dynamics 365 activity record. Activity records are used to organize and maintain all of your customer communications and details from your interactions with them. They also include any data or wrap up details entered by you and other agents who have previously interacted with them. Agents can view, edit, or add to the information within activity records as needed.

For assistance with managing activity records, refer to Microsoft's article Track and manage activities.

Example Activity Record

Agents can also manage activity records within their Timeline.

Example Activity Record (Timeline View)