Question:

What controls the icons displayed on custom Multichannel activities on the Account timeline?

Answer:

Users can view an additional icon and/or color to sub-categorize the custom Multichannel Activities. The icon type and color displayed on the activity in the Account timeline is controlled by the picklist value selected in the Icon_vod  and Color_vod fields of the Multichannel_Activity_vod record.

The following is the list of icon types displayed for each possible Icon_vod picklist value:

Related Documentation:

CRM Help Documentation: Configuring Multichannel for the Account Timeline  

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