Review the Activity Log of a Care Case

The activity log of a Care case provides a history of events within the case:

• Escalation of the case

• Updates of the assigned user (user assigned/unassigned)

• Updates of the case status

• Updates of the case fields

• Updates to the customer’s information

You may need to review a case’s activity log when you are taking over the case from another agent or returning to the case after a longer period of time. Reviewing the activity log helps you avoid asking your customer the same questions and/or bothering the Care agents previously assigned to the case.

The activities are displayed in the main conversation of a case, along with the customer and agent messages.

By default, the activity log is disabled. Once enabled, the activity log is displayed for all the cases in Care. You cannot enable the activity log only for some cases in Care.

Steps:

1. In the main Care menu (see Use Standard Care Settings), click Care features.

2. Toggle the switch next to the Activity log option to ON.

   

   The activity log is enabled.
   You can now review the activity log of any case in Care.