---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use the Activity Stream

# Use the Activity Stream {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enhancements in the Activity Stream help reduce cluttering in the Activity Stream and reduce the agent effort to understand the case context.

## Before you begin

Role required: admin

## About this task

Enhancements in the Activity Stream include the following:

* Filter by post type
* Sort messages and events
* Improved email representation
{#filter-activity-stream-csm__ul_fhy_31q_h4b}

## Procedure

1. Open a customer service case.  
   You will see the Activity Stream with the filter options.
2. Click the Filter icon (![Filter icon.]()).  
   The Filter sets are displayed. The conversation filter sets items such as emails, comments, and work notes.
3. Select the Post types filters from the drop-down list.  
   For example, if you select Work notes, only the notes are displayed in the Activity Stream.  
   Note:  
   Selecting only Field changes will display the fields in the Activity Stream.
4. Select the Field changes drop-down list to filter the fields.  
   For example, if you select State, only the state changes are visible.
5. Click the Flagged tab to see only the flagged messages.  
   Flagged messages are visible to everyone who has access to the case.
6. Click the Sort icon (![Sort icon.]()) to sort the events and messages based on the timeline.
7. Click the More Options icon (![More options icon.]()) and select Expand all posts to view the post details or select Collapse all posts to go back to the previous state.
8. Click Show more in an email to view the latest email response in an expanded form.
9. Click Show full conversation to view the whole email thread.
**Related topics**   

* [Configure Activity stream](https://www.servicenow.com/docs/access?context=configure-activity-stream-general&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US)