---
title: Using the activity stream in the contextual side panel
description: Customer service agents can access the activity stream in the contextual side panel in CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-playbooks-using-activity-stream.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Page components, Workspace, Playbooks in Customer Service Management, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Using the activity stream in the contextual side panel

Customer service agents can access the activity stream in the contextual side panel in CRM 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 \(\[Omitted image "contextual-side-panel-activity-stream.jpg"\] Alt text: Activity stream icon.\) in the contextual side panel to access the activity stream.

Agents can perform the following tasks in the activity stream.

<table id="table_bm1_p3k_2qb"><thead><tr><th>

Task

</th><th>

Description

</th></tr></thead><tbody><tr><td>

View posts for the case or case task

</td><td>

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.

</td></tr><tr><td>

Add work notes or comments

</td><td>

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**.

The post is added to the Activity section.

</td></tr><tr><td>

Filter posts

</td><td>

Click the filter icon \(\[Omitted image "contextual-side-panel-filter-posts.png"\] Alt text: 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**

</td></tr><tr><td>

Sort posts

</td><td>

Click the Sort icon \(\[Omitted image "contextual-side-panel-sort-posts.png"\] Alt text: Sort icon.\) to sort posts by newest to oldest or oldest to newest.

</td></tr><tr><td>

Expand and collapse posts

</td><td>

Select expand icon \(\[Omitted image "expand-arrow.png"\] Alt text: More options icon.\) to expand posts and collapse icon \[Omitted image "Collapse\_icon\_eaai\_new.png"\] Alt text: collapse icon to collapse posts.

</td></tr><tr><td>

Compose emails

</td><td>

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**.


</td></tr></tbody>
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