Using the activity stream in the contextual side panel
Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.
The activity stream enables agents to communicate with requesters and make internal notes about the work done on a record. The activity stream updates when the current activity in the playbook is updated.
Click the Activity stream icon (
Activity stream icon.\) in the contextual side panel to access the activity stream.
Agents can perform the following tasks in the activity stream.
| Task | Description |
|---|---|
| View posts for the case or case task | The current activity in the playbook work area determines the information that is displayed in the activity stream. Scroll through the posts in the Activity section to view case or task information. Click Case or Task at the top of the activity stream to switch views. |
| Add work notes or comments | In the Compose section:
The post is added to the Activity section. |
| Filter posts | Click the filter icon ( Image omitted: contextual-side-panel-filter-posts.png Filter icon.) at the top of the Activity section to display the filter selections:</p>
|
| Sort posts | Click the Sort icon \( Image omitted: contextual-side-panel-sort-posts.png Sort icon.\) to sort posts by newest to oldest or oldest to newest. |
| Expand and collapse posts | Select expand icon \( Image omitted: expand-arrow.png More options icon.\) to expand posts and collapse icon \[Omitted image "Collapse\_icon\_eaai\_new.png"\] Alt text: collapse icon to collapse posts. |
| Compose emails | Send emails from the Activity stream without leaving the case view. In the Compose section:
An email draft opens where you can send an email.
|
Related topics
Viewing dynamic related records in the contextual side panel