Activities Page

Activities are designed to track important updates, but they don't function as an audit trail. Administrators determine what information is displayed. Individual records for accounts, contacts, and service requests display relevant activities for each corresponding record.

On the Activities panel of the Service Request Overview page, if you click View all activities, the Activities page is displayed.

From the Activities panel and page, you can review internal and customer inbound and outbound messages, conversations, and interactions through various channels (notes, email exchanges, chat, slack, and call logs), as well as important updates to the record itself. Each type of message is displayed in a different background color and with a different icon to enable you to easily identify whether the message was sent by an agent or customer, or whether it's an internal message.

To return to the Service Request Overview page, click Go to overview.

Here's an overview of the different sections on the Activities page, and what you can do.

Callout No	What It Is	What You Can Do
1	Pending region. Displays the open items such as action plan actions, action plans, and knowledge articles that you need to complete for the service request. When you complete an item, it moves to the activity feed. This region is displayed only when there's any open item.	Update the action plan action or action plan. View the entire knowledge article by clicking on the title of the article. Link the recommended knowledge article to the selected service request.
2	Recommendation region. Displays the next recommended step, highlighted in solid color. This could be: Action plan actions that are due immediately. Action plan actions always show up first, especially if they're due in the next 24 hours. Published knowledge articles that can help resolve the selected service request.	Update the action plan action. View the entire knowledge article by clicking on the title of the article. Link the recommended knowledge article to the selected service request.
3	Pinned region. Persists the problem description so that you can see it while you review the service request.	Review and edit the problem description.
4	Activity feed. Shows important updates of the selected record, which your administrator has configured for display. For example, you can view internal and customer inbound and outbound messages, conversations, and interactions through various channels (notes, email chains, chat, slack, and call logs). Note: Your administrator configures the content to be displayed in the Activity feed through Navigator > Configuration > Configure Activities Display > Configure What Displays in the List of Activities > Service Request object.For more information, see How You Enable and Display Activities.	Filter the history to review past calls, emails, and other interactions with the customer, or see how the record's been changed over time. Read email chains and follow up with your own emails. Collapse and expand the sections.