2568607 - Customer Related Cases are Not Displayed for Inbound Calls

When you simulate a call using an existing Customer, the Customer's related cases are not displayed in the search area by default, even so "All categories" is selected. Only after searching Customer (e.g. by full name), related cases are found.

SAP Cloud for Customer

1. Emulate inbound phone call from existing customer.
2. "All categories" is selected, however, only customer itself is found and no related cases are shown up.

The Live Activity search for cases when a call comes in does a text search against all the cases with the phone number as the text. This is valid for all objects on the Live Activity Search.

This is the standard behavior of the system.

1.  If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
2.  If you are a customer:

1. Contact your Account Executive;
2. Check the link https://www.sap.com/services/innovation.html#contact-us.

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.

KBA , LOD-CRM-LA , Live Activity , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions