SAP Knowledge Base Article - Public

3195451 - Customer Insights: Recommendation View of Accounts is Blank


When you navigate to Accounts and when you open the Recommendation View it is blank.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Customers work center.
  2. Go to the Accounts view.
  3. Click the light bulb icon at the top right corner.
  4. Observe: the Recommendation view is blank.

Light bulb.png


Scenario 1: You have not followed the procedure to configure the Index Influencers in the Customer Insights Administration. The user ID is missing.

Scenario 2: The fiscal period is not maintained for next quarter.

Scenario 3: The machine learning is not enabled for lead or opportunity.


Scenario 1: Please maintain the user ID with the steps below.

  1. Go to the Administrator work center.
  2. Go to the Customer Insights Administration view.
  3. Select Index Influencers.
  4. It is important to also click Reset to Default to be able to edit
  5. Enter the user ID (the user ID is used to make the OData API calls and the user must have access to Leads via OData).
  6. Click Save.
  7. Wait for a few minutes - this could take up to 8 min.
  8. Repeat the steps used above for reproducing the issue.

Custoemr Insights admin.png

Scenario 2:Please maintain fiscal period for next quarter.

  1. Go to Business Configuration work center.
  2. Go to Implementation Projects View.
  3. Select the current Project and click on Edit Project Scope.
  4. Go to step 4 Questions.
  5. Expand the node Built-in Service and Support and System Management.
  6. Choose Analytics.
  7. In the right pane the last question will be "Enable Reporting on Fiscal Year?".
  8. Scope this question "Enable Reporting on Fiscal Year?".
  9. Click Next and then Finish 
  10. Go back to Business Configuration -> Implementation Projects View.
  11. Select the current project and navigate to Open Activity List  -> Fine Tune -> Enable Reporting on Fiscal Year.
  12. Configure and activate the desired fiscal year variant.
  13. This fiscal year variant should be Active.
  14. The "Default Fiscal Year variant" needs to be selected.
  15. All details need to be maintained for fiscal quarter.
  16. Click Save 

Fiscal year (1) (1).PNG

Scenario 3:

  • If you would like to enable Deal Intelligence(Opportunity Scoring) and Leads Intelligence and you have the license, please kindly create a new case with a request for the activation. For more information, please kindly refer to the help documentation - Machine Learning Scenarios in Cloud for Sales
  • If you don't want to enable Deal Intelligence(Opportunity Scoring) and Leads Intelligence, please adjust the weightage to 0 with the below steps.
    1. Go to the Administrator work center.
    2. Go to the Customer Insights Administration view.
    3. Select Index Influencers.
    4. For Customer Relationship Index
    5. Set Lead Score Threshold and Opportunity Score Threshold to 0 
    6. Click Save
    7. Click Customer Health Index
    8. Set Lead Score Threshold and Opportunity Score Threshold to 0 
    9. Click Save 



Index Influencers, Customer Insights Administration, Accounts, ODATA API,RI,Relationship Intelligence,Sales addon,Sales add-on,Recommendation View,blank,empty 
, KBA , LOD-CRM-SBS-360 , Customer 360 Profile , How To


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