Best answer by darkknight
We created a new Timeline Activity type: Sentiment
We created two new fields: Sentiment Rating (Red, Yellow, Green) and Sentiment Reason (various reason codes) on that timeline type. These are mandatory.
The Note field is already mandatory - that's what we're using to populate the comments, along with the Sentiment Reason.
Then we locked down the CSM Sentiment score on the scorecard - so they have to create the timeline entry to update it. It also helps because it keeps a record of the Notes for each entry in the Timeline.
Let me know if that helps!