Using the activity stream in Information Request Playbook
Summarize
Summary of Using the Activity Stream in Information Request Playbook
The activity stream in the Information Request Playbook allows ServiceNow customers to communicate with requesters and document internal notes within the CSM Configurable Workspace. This feature enhances information tracking and relaying during the handling of information requests.
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Key Features
- Communication: Interact with requesters and keep track of case-related information.
- Real-time Updates: The activity stream refreshes as the playbook's current activities are updated.
- Task Management: Key tasks you can perform include:
- View Posts: Access current activity information related to cases or tasks.
- Add Work Notes or Comments: Post internal work notes (private to agents) or external comments (visible to both agents and requesters).
- Filter or Search Posts: Use filters to view specific post types, field changes, or flagged posts, and search through all activity posts.
- Sort Posts: Organize posts from newest to oldest or vice versa.
- Expand and Collapse Posts: Easily view additional details or minimize the posts for a cleaner interface.
Key Outcomes
By utilizing the activity stream, ServiceNow customers can improve collaboration with requesters, maintain organized records of communications, and enhance the overall efficiency of managing information requests. This ultimately leads to better service delivery and customer satisfaction.
You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create an information request record using the Information Request Playbook. The activity stream enables you to communicate with requesters and make internal notes about the work that is done on a record, making it easier to relay and track information.
Using the activity stream
You can use an activity stream to communicate with requesters and track information on a record. The activity stream updates when the current activity in the playbook is updated.
You can access the activity stream by selecting the activity stream icon (
) in the contextual side panel.
Agent tasks in the activity stream
The following table lists the tasks that you can do in the activity stream.
| Task | Description |
|---|---|
| View posts for the case or case task | Current activity in the playbook work area that determines the information that is displayed in the activity stream. Scroll through the posts in the Activity section to view the case or task information. At the top of the activity stream, select Case or Task to switch views. |
| Add work notes or comments | In the Compose section:
|
| Filter or search posts | At the top of the Activity section, select the filter icon (
 ) to display the filter selections:
Search all activity posts by selecting the search icon ( |
| Sort posts | Sort the posts by the newest to the oldest or the oldest to the newest posts by selecting the sort icon ( ) |
| Expand and collapse posts | Expand and collapse posts by selecting the more options icon ( ):
|
).