---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use the Activity stream

# Use the Activity stream {#ariaid-title1}

Release version: Brazil  
Updated October 27, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents can scan information in the activity stream to Enhancements to understand the case context.

## Before you begin

Role required: admin

## About this task

Agents can use features in the activity stream to do the following:

* Filter by post type
* Sort messages and events
* View emails
{#filter-activity-stream-csm__ul_fhy_31q_h4b}

## Procedure

1. Open a customer service case.
2. Select the Filter icon (![Filter icon.]()) in the activity stream.  
   The Filter sets are displayed. The conversation filter sets items such as emails, comments, and work notes.
3. Select the Post types filters from the drop-down list.  
   For example, if you select Work notes, only the notes are displayed in the activity stream.
4. Select the Field changes drop-down list to filter the fields.  
   For example, if you select State, only the state changes are visible.
5. Select the Flagged tab to see only the flagged messages.  
   Flagged messages are visible to everyone who has access to the case.
6. Select the Sort icon (![Sort icon.]()) to sort the events and messages based on the timeline.
7. Select the More Options icon (![More options icon.]()) and select Expand all posts to view the post details or select Collapse all posts to go back to the previous state.
8. Select Show more in an email to view the latest email response in an expanded form.
9. Select Show full conversation to view the whole email thread.
**Related topics**   

* [Configure Activity stream](https://www.servicenow.com/docs/access?context=configure-activity-stream-general&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US)