---
title: Use the Activity Stream
description: Enhancements to Activity stream help reduce cluttering the Activity Stream and the agent effort to understand the case context.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/filter-activity-stream-csm.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Use the Activity Stream

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

7.  Click 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.  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.


**Related topics**  


[Configure Activity stream](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/configure-activity-stream-general.md)