When adding notes to your CRM records, you can select an Interaction Type such as General Note, Incoming Call, Customer Meeting etc. Not all of these Interaction Types will be deemed as an Active Engagement (and therefore shouldn't affect the Needs Engagement tile on the Account Manager Dashboard). For example, 'Failed to Contact' would not be a form of Active Engagement. This article will explain the steps on how to mark Interaction Types as Active Engagement.
Please note: changing an interaction type to Active Engagement will not retroactively update any records that have already added activities using these types. It will only take effect on new activities added after the change.
You'll need CRM Admin rights to follow the steps in this article
If you haven't created your Interaction types yet, learn more on setting these up here
Step 1: Access Activity Setting
Click here to access your Activity Type settings.
Step 2: Setting Active Engagement Flag
From here, you can use the Active Engagement flag to set whether or not each Activity Type is an Active Engagement, which will dictate whether these are accounted for on the Needs Engagement tile on the Account Manager Dashboard. Once you click 'Yes' or 'No' next to each Activity Type, it'll save automatically.
To learn more about how to identify customers that need engagement, check out this article.