CSA · Question #205
A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest?
The correct answer is A. On My Work list, select the Activity Stream icon to show a frame with live updates. To monitor live updates on assigned records, a task worker should use the Activity Stream icon on their 'My Work' list to see real-time changes and customer responses.
Question
A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest?
Options
- AOn My Work list, select the Activity Stream icon to show a frame with live updates
- BClick on the eyeglass icon to expand the Monitor frame
- COpen an Agent workspace tab for each record he wants to monitor
- DSelect Service Desk > My Work Dashboard
How the community answered
(46 responses)- A93% (43)
- B4% (2)
- C2% (1)
Why each option
To monitor live updates on assigned records, a task worker should use the Activity Stream icon on their 'My Work' list to see real-time changes and customer responses.
The Activity Stream provides a chronological feed of updates, comments, and work notes related to records, offering live updates. By selecting the Activity Stream icon on their 'My Work' list, a task worker can efficiently monitor all relevant changes and customer interactions without opening individual records.
There is no standard 'eyeglass icon' that expands a 'Monitor frame' for live updates across multiple records in ServiceNow.
Opening a separate Agent Workspace tab for each record is inefficient and does not provide a consolidated, live overview of updates across all assigned tasks.
The 'Service Desk > My Work Dashboard' typically displays aggregated data and lists, not a real-time stream of updates for individual records.
Concept tested: Monitoring record activity (Activity Stream)
Source: https://docs.servicenow.com/bundle/utah-platform-user-interface/page/use/platform-overview/concept/activity-stream.html
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