Symptom
- The System Administrator tries to scope the Agent Desktop (AD), but the question is not available
- Activation of the AD is not possible even when a license for the AD exists for the Tenant in question
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sale
Reproducing the Issue
- Go to "Business Configuration" > "Implementation Projects"
- Select your project and navigate to "Edit Project Scope"
- Go to "Questions"
- Navigate to "Communication and Information Exchange" > "Integration with External Applications and Solutions" > "Integration Scenarios with Cloud Solutions from SAP"
- The question: "Do you want to enable the new Agent Desktop Functionality?" is not available
Cause
- The Service Agent Console add-on for SAP Service Cloud is sold separately and must be purchased in addition to SAP Service Cloud.
- Missing configuration in the back end
Resolution
- Ensure that the scoping elements are selected
- Go to "Business Configuration" > "Implementation Projects"
- Select your project and navigate to "Edit Project Scope"
- Under "Scoping", browse to "Communication and Information Exchange", expand and select:
- "Integration with External Applications and Solutions" -> [checked], and
- "Integration Scenarios with Cloud Solutions from SAP" -> [checked]
- Go "Next", [under "Question"] then expand "Communication and Information Exchange" -> "Integration with External Applications and Solutions" -> "Integration Scenarios with Cloud Solutions from SAP"
- Now, the Administrator should be able to see the question "Do you want to enable new Agent Desktop Functionality?" under "Integration with Agent Desktop (1)"
- Continue with the remaining tasks per the "Scope and Configure Service Agent Console" documentation
- If the scoping fails, open an case with SAP Support for further evaluation
See Also
Keywords
Agent Desktop, AD, Service Agent Console, Add-On, COD_SEOD_AGENT_QUEUE_WCF, 8011339 , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem
Product
SAP Cloud for Customer core applications 2202