Use the Activity stream

task brazil Updated Oct 27, 2026 1 min read filter-activity-stream-csm.md

Raw file servicenow.com

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

Procedure

Open a customer service case.
Select the Filter icon ([Omitted image "filter-activity-stream.png"] Alt text: Filter icon.) in the activity stream.

The Filter sets are displayed. The conversation filter sets items such as emails, comments, and work notes.
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.
Select the Field changes drop-down list to filter the fields.

For example, if you select State, only the state changes are visible.
Select the Flagged tab to see only the flagged messages.

Flagged messages are visible to everyone who has access to the case.
Select the Sort icon ([Omitted image "sort-filter-activity-stream.png"] Alt text: Sort icon.) to sort the events and messages based on the timeline.
Select the More Options icon ([Omitted image "expand-posts.png"] Alt text: 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.
Select Show more in an email to view the latest email response in an expanded form.
Select Show full conversation to view the whole email thread.

Related topics

Configure Activity stream

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---
title: Use the Activity stream
description: Agents can scan information in the activity stream to Enhancements to understand the case context.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/filter-activity-stream-csm.html
release: brazil
topic_type: task
last_updated: "2026-10-27"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Use the Activity stream

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

## Procedure

1. Open a customer service case.

2. Select the Filter icon \(\[Omitted image "filter-activity-stream.png"\] Alt text: 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 \(\[Omitted image "sort-filter-activity-stream.png"\] Alt text: Sort icon.\) to sort the events and messages based on the timeline.

7. Select the More Options icon \(\[Omitted image "expand-posts.png"\] Alt text: 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-user-interface/configure-activity-stream-general.md)