Activity log in Care provides a history of events within a particular conversation.
You may need to review the case’s activity log when, for example,
you are taking over a case from another agent
you are returning to a case after a longer period of time
Your goal is to avoid asking your customer the same questions and/or bothering previously assigned agents.
What is in an activity log
Activity log lists activities related to the case or a customer that impacted the resolution process.
Activities are sorted by time and are displayed along with the customer and agent messages within the main conversation.
Type of activities
An activity log displays the following events:
assignee update (assigned/unassigned)
case status update
case field update
customer note update
customer field update
Display and hide the activity log
Care logs events from every case automatically but it does not display it by default.
To display the activity log:
Click Care features.
Toggle the Activity log switch to activate/deactivate the log’s visibility in the Care environment.
Activity log then becomes a part of the case thread.