What’s happening?
Users are unable to remove or disable the Notes and Activities functionality from the Timeline component on the Active Conversation Form of the Conversation Table in Dynamics 365 Customer Service. The Timeline/Form properties appear locked, preventing users from editing or configuring these settings.
Reason:
The current design of the Active Conversation Form and its associated Timeline component in Dynamics 365 does not allow customization of the "Record types to show" setting. Specifically, the Timeline component on the Active Conversation Form is linked to another record (e.g., Contact) and is not directly from the Conversation record itself.
Resolution:
Currently, it is not possible to disable or remove the "Notes" and "Activities" functionality from the Timeline component on the Active Conversation Form due to design limitations.
As a workaround, it is recommended to hide the section containing the timeline from the Active Conversation Form if disabling Notes and Activities is critical for business requirements.
Refer to the following for more information: