Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record. Internal notes are only visible to fellow agents. External comments are visible to agents and requesters.

In Activity Stream, agents can embed knowledge articles, import solutions from Agent Assist, and ask requesters for more information.

You can set system properties that give agents the option of using a:

• Rich text editor.

  The rich text editor includes the formatting icons for bold, italics, underlining, font, and so forth, as shown in the following image.

• Single box or separate text boxes to enter internal and external comments

  The following image shows the single-box option.

  

  The following image shows separate, stacked boxes for internal and external communication.

  

Once you use system properties to enable these options, the sliders in the configuration menu appear.