Use the Activity Stream

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enhancements to Activity stream help reduce cluttering the Activity Stream and the agent effort to understand the case context.

    Before you begin

    Role required: admin

    About this task

    Enhancements in the Activity Stream include the following:

    • Filter by post type
    • Sort messages and events
    • Improved email representation

    Procedure

    1. Open a customer service case.
      You would see the Activity Stream with the filter options.
    2. Click the Filter icon (Filter icon.).
      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.
      Note:
      Selecting only Field changes displays the fields 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. Click the Flagged tab to see only the flagged messages.

      Flagged messages are visible to everyone who has access to the case.

    6. Click the Sort icon (Sort icon.) to sort the events and messages based on the timeline.
    7. Click 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. Click Show more in an email to view the latest email response in an expanded form.
    9. Click Show full conversation to view the whole email thread.