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 within CSM Configurable Workspace allows ServiceNow agents to efficiently communicate with requesters and document internal notes related to an information request record. This tool helps streamline information exchange and tracking by displaying timely updates and interactions directly in the contextual side panel.
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Key Features
- Access and Updates: The activity stream is accessible via an icon in the contextual side panel and updates automatically when the current playbook activity changes.
- View Posts: Agents can view posts related to the entire case or specific case tasks, switching views as needed to focus on relevant information.
- Add Work Notes and Comments: Agents can post internal work notes (visible only to agents) or external comments (visible to both agents and requesters) to communicate effectively.
- Filtering and Searching: Posts can be filtered by type (work notes, attachments), field changes, flagged status, or combinations of these filters. There is also a search function to locate specific content within posts.
- Sorting: Posts can be sorted chronologically from newest to oldest or vice versa to facilitate review.
- Expand/Collapse Posts: Posts can be expanded to show additional details or collapsed to streamline the view, enabling better navigation through conversation history.
Practical Benefits for ServiceNow Customers
By leveraging the activity stream, ServiceNow customers can enhance collaboration between agents and requesters, maintain clear records of communication and work progress, and efficiently manage information requests. The ability to filter, search, and sort posts ensures that agents can quickly find critical details, improving response times and service quality.
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 ( ):
|
).