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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using the activity stream in the contextual side panel

# Using the activity stream in the contextual side panel {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.  
{#csm-playbooks-using-activity-stream__table_bm1_p3k_2qb__entry__2}

| 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: 1. Select the type of activity: Work notes or Comments. 2. Add the information to the text field. 3. Click Post Work Notes or Post Comments. {#csm-playbooks-using-activity-stream__ol_y55_y3k_2qb}The post is added to the Activity section. |
| Filter posts | Click the filter icon (![Filter icon.]()) at the top of the Activity section to display the filter selections: * Post types: Select the types of posts to view, such as work notes or attachments. * Field changes: Select specific fields to view information in posts for only those fields. * Flagged: Enable this button to view posts that have been flagged as important. * Filter sets {#csm-playbooks-using-activity-stream__ul_zyz_4kk_2qb} |
| Sort posts | Click the Sort icon (![Sort icon.]()) to sort posts by newest to oldest or oldest to newest. |
| Expand and collapse posts | Select expand icon (![More options icon.]()) to expand posts and collapse icon ![]() |
| Compose emails | Send emails from the Activity stream without leaving the case view. In the Compose section: 1. Select the Email tab. An email draft opens where you can send an email. 2. Compose your email and click Send Email. {#csm-playbooks-using-activity-stream__ol_ipz_bjs_bzb} |
[Table 1. What agents can do in the activity stream]

{#csm-playbooks-using-activity-stream__table_bm1_p3k_2qb}
**Related concepts**   

* [Viewing dynamic related records in the contextual side panel](https://www.servicenow.com/docs/6zGHcQKS3tWvjuVoh2qqEw "Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity.")
* [Viewing ribbon information in the contextual side panel](https://www.servicenow.com/docs/63gZkz8Cus3tJu1JXZ8UIQ "Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.")
* [Summarize a case](https://www.servicenow.com/docs/Y6gi__ejDnT8i~4BOVFolg "Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.")  
**Related tasks**   

* [Filter playbook activities](https://www.servicenow.com/docs/R7CoK2OpfaF6IH9o1eJTFw "Filter the activities in the playbook stages by the selected user or activity state.")
* [Add an optional activity](https://www.servicenow.com/docs/uRVVPYDsmHITucOL_vmjWw "Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.")
* [Create a record using a playbook](https://www.servicenow.com/docs/KEok85GFNGG1DJv0giNuqw "Create a record using a playbook activity instead of a record form.")