---
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)