3213937 - When searching for an Account in the Agent Desktop, no contact is displayed in the results

• You are using the Agent Desktop add-on in C4C
• After a searched for an account is returned, and if there is no contact selected, the AD would not automatically open the Customer Hub

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

1. Go to Services -> Agent Desktop
2. Search for an account, and confirm it

System is working as designed

• The Customer Hub is used for Real-Time interactions
• Only after confirming a contact related to the account, the Customer Hub view will automatically open
• If the account does not have a contact assigned, then the user would need to manually click the "Customer Hub" tab to open it
• When using the CTI/Telephony widget:
• Upon accepting an incoming call or chat request, customer hub opens automatically, if the interaction is from a known Individual customer or contact
• The customer hub loads the relevant customer or contact information
• The solution captures details of the interaction in the timeline

Agent Desktop, customer hub , KBA , LOD-CRM-LA , Live Activity , Problem