Using the activity stream in Service Request Playbook
Summarize
Summary of Using the activity stream in Service Request Playbook
The activity stream in the Service Request Playbook within the CSM Configurable Workspace allows ServiceNow customers to communicate efficiently with constituents and track all work performed on a service request record. Accessible through the contextual side panel after creating a service request, it centralizes communication and notes, enhancing clarity and collaboration.
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Key Features
- Access and Updates: The activity stream updates dynamically based on the current activity in the playbook and is accessed via the activity stream icon in the contextual side panel.
- Viewing Posts: Users can scroll through posts related to the case or specific case tasks. Switching between case and task views is available at the top of the activity stream.
- Adding Notes and Comments: Agents can add internal work notes (private to agents) or external comments (visible to agents and requesters) using the Compose section, then post them to the activity stream.
- Filtering and Searching: The activity stream supports filtering by post types (e.g., work notes, attachments), specific field changes, flagged posts, and combinations of filters. A search function allows querying all activity posts.
- Sorting Posts: Posts can be sorted by date, either newest to oldest or oldest to newest, for easier navigation.
- Expanding and Collapsing Posts: Posts can be expanded to show more detail or collapsed to their original state using the more options menu.
Practical Benefits for ServiceNow Customers
By leveraging the activity stream, agents can maintain a transparent and organized record of all communications and updates related to service requests. Internal and external communications are clearly distinguished, ensuring proper visibility. The filtering, searching, and sorting capabilities streamline information retrieval, improving response times and service quality.
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 (
) 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. Select Case or Task at the top of the activity stream to switch views. |
| Add work notes or comments | In the Compose section:
|
| Filter or search posts | Select the filter icon (
 ) at the top of the Activity section to display the filter selections:
Select the search icon ( |
| Sort posts | Select the 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 ( ) to expand and collapse posts:
|
) to search all activity posts.