Using the activity stream in Service Request Playbook

  • Release version: Xanadu
  • Updated August 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, accessible through the CSM Configurable Workspace after creating a service request record, facilitates communication and documentation for agents. It allows users to relay and track information efficiently as work progresses on a record.

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    Key Features

    • Communication: Agents can interact with constituents and document internal notes regarding the service request.
    • Real-time Updates: The activity stream reflects updates based on the current activity in the playbook.
    • Agent Tasks:
      • View Posts: Access ongoing case or task information through the Activity section.
      • Add Work Notes or Comments: Use the Compose section to post work notes (private to agents) or comments (visible to both agents and requesters).
      • Filter or Search Posts: Utilize the filter and search options to focus on specific post types, fields, or flagged items.
      • Sort Posts: Arrange posts by date to view the most relevant information easily.
      • Expand/Collapse Posts: Manage post visibility to view or hide additional details as needed.

    Key Outcomes

    By leveraging the activity stream, ServiceNow customers can enhance their service request management process, streamline communication among agents and constituents, and maintain organized records of all interactions and updates related to service requests.

    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.