CSM - Interaction record does not have the work notes and activity tab available in workspace

[Harshwardhan Pa]

Hello Members,

When we open an interaction in the CSM workspace, there is no activity section on it also work-notes are not available on it.

Logically this does not make sense to me.

Consider a scenario, a customer calls the agent, where will the agent note down all his conversation over the phone?

Shouldn't he note down the conversation on the interaction record? before proceeding to create a case of specific type?

Can someone please help me here? am I missing any plugin?

[Community Alums]

Hi @Harshwardhan Pa ,

That's the OOTB Instance Behaviour !!

[Harshwardhan Pa]

How can I bring the activity tab in CSM workspace.
The current OOB behavior is of no use to me.
When a customer calls the agent, the agent needs something to make notes and based on notes he will select the case of specific type.
Any suggestion please?

[Harshwardhan Pa · Accepted solution]

The simple solution I found is to bring the activities tab in workspace view of interaction.