---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Playbook activity stream component

# Playbook activity stream component {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The activity stream component displays a list of activities occurring on a case record.
The activities in the list can be collapsed or expanded. When collapsed, the agent can quickly scan the list to get an overview of case activities. When expanded, the agent can see detailed information on individual activities.  
Figura 1. Playbook activity stream component  
Nota:  
The activity stream uses [Modeless dialogs](https://servicenow-prod.fluidtopics.net/JtDQjFirFt1anRcAe4Y6jA "Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.") for composing comments, work notes, and emails.

## Activity stream Case and Task tabs {#csm-playbook-activity-stream-component__section_pk2_tyv_xbc}

The activity stream component includes tabs for tasks and cases. The Task tab appears when an agent is working on a playbook activity whose associated record is a case task.

## Activity stream tiles {#csm-playbook-activity-stream-component__section_l32_tyv_xbc}

The activities in the activity stream are represented by tiles that use icons and colors to indicate the activity type. These activity types include:

* Comment
* Work note
* Attachment
* Field change
* Email sent or email received
* Chat discussion
* Custom icon
{#csm-playbook-activity-stream-component__ul_c3b_fyh_v1c}  
When collapsed, each activity in the list includes:

* A tile that represents the activity type.
* The name of the user responsible for the activity.
* A brief one-line summary of the activity.
* A badge that indicates if an activity is internal or external.
* A relative timestamp.
* An expand button that the agent can use to see a detailed summary of the activity.
{#csm-playbook-activity-stream-component__ul_e31_b14_51c}  
When expanded, each activity also includes:

* A full date and timestamp.
* An action label that describes the type of activity.
* For comments and work notes, the full text of the comment or work note.
* For field updates, the field name and the updated field value.
* For emails, detailed message information.
* For attachments, a small preview of the attached file.
* For chats, a sidebar chat card.
{#csm-playbook-activity-stream-component__ul_o15_tb4_51c}