Using the activity stream in Service Request Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Using the Activity Stream in Service Request Playbook

    The activity stream in the Service Request Playbook is accessible from the contextual side panel in the CSM Configurable Workspace after creating a service request record. It facilitates communication with constituents and allows for internal note-taking, enhancing information tracking and relay.

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    Key Features

    • View Posts: Displays current activity related to the case or task, allowing agents to scroll through relevant information.
    • Add Work Notes or Comments: Agents can add internal notes for agent visibility only or external comments that are shared with requesters.
    • Filter or Search Posts: Agents can filter posts by type, field changes, or flagged importance, and search through all activity posts.
    • Sort Posts: Posts can be sorted by date, from newest to oldest or vice versa.
    • Expand and Collapse Posts: Agents can expand for more details or collapse to simplify the view of the activity stream.

    Key Outcomes

    Utilizing the activity stream allows ServiceNow customers to effectively manage service requests by improving communication, tracking activities, and organizing information in a streamlined manner, ultimately enhancing service efficiency and responsiveness.

    You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create a service request record. The activity stream enables you to communicate with constituents and make internal notes about the work that is done on a record, making it easier to relay and track the information.

    Using the activity stream

    You can use an activity stream to communicate with constituents and track the 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 (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.

    Table 1. Agent tasks
    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.

    Select Case or Task at the top of the activity stream to switch views.
    Add work notes or comments
    In the Compose section:
    1. Select the Work notes or Comments activity.
    2. Add the information to the text field.
    3. Select Post Work Notes or Post Comments.
    The post is added to the Activity section. Internal work notes are private and are only visible to other agents. External comments are visible to agents and requesters.
    Filter or search posts
    Select the filter icon (Filters icon.) at the top of the Activity section to display the filter selections:
    • Post types: Select the types of posts to view, such as the work notes or attachments.
    • Field changes: Select the fields that you want to view the posts for in only those fields.
    • Flagged: Enable this button to view the posts that have been flagged as important.
    • Filter sets: Select two or more filters in this list.

    Select the search icon (Search icon.) to search all activity posts.
    Sort posts Select the sort icon (Sort icon.) to sort the posts by the newest to the oldest or the oldest to the newest posts.
    Expand and collapse posts Select the more options icon (More options icon.) to expand and collapse posts:
    • Expand all posts: Expands the posts to view additional details.
    • Collapse all posts: Returns the posts to their previous state.