SAP Knowledge Base Article - Public

2443321 - Information Required for Offline Issues in C4C


Probing Questions for Offline Issues in C4C.

  • Is the issue specific to Offline?
  • Does the issue occur during sync? 
    • If Yes, is it from Online to Offline or from Offline to Online?
    • Collect the sync logs.
  • Does the issue occur while creating data in offline?
    • If Yes, collect the exact steps to reproduce along with screenshot
    • Also we need the exact data that is entered in all the fields in Offline (example: Account name, product id)
  • Is the issue related to data not synchronized?
    • Check the Offline Settings if the relevant query is maintained.
    • If yes, check the sync log for errors.
    • Provide the sync logs
  • Is the issue related to missing functionality?
    • Check the supported objects for Offline in the Help center for a particular BO.
    • If not documented, provide the expected behavior and current behavior.
  • For any issue, below details are required
    • App version.
    • Mobile device version and details (ex: IPAD Air 2, Samsung Galaxy Note etc).
    • Device OS version.
  • Is the issue specific to one user or multiple users?
    • If one user, collect the user id.
    • Get the permission to reset the password of the given user.
    • Get the permission to create test data if required, to analyze the issue.
  • Business Impact of the issue.


KBA , SRD-FIN-ACP , Payables , How To


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