SAP Knowledge Base Article - Public

3201534 - Scoping question for the Activation of the Agent Console Add-On is not available

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

  1. Go to "Business Configuration" > "Implementation Projects"
  2. Select your project and navigate to "Edit Project Scope"   
  3. Go to "Questions"
  4. Navigate to "Communication and Information Exchange" > "Integration with External Applications and Solutions" > "Integration Scenarios with Cloud Solutions from SAP" 
  5. 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
    1. Go to "Business Configuration" > "Implementation Projects"
    2. Select your project and navigate to "Edit Project Scope"
    3. 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]
    4. Go "Next", [under "Question"] then expand "Communication and Information Exchange" -> "Integration with External Applications and Solutions" -> "Integration Scenarios with Cloud Solutions from SAP"
    5. 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)"
    6. Continue with the remaining tasks per the "Scope and Configure Service Agent Console" documentation
  • If the scoping fails, open an incident 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-LA , Live Activity , Problem

Product

SAP Cloud for Customer core applications 2202