SAP Knowledge Base Article - Public

3216610 - Not all fields added to the Account Header are visible in the Customer Hub (Agent Desktop/Agent Console)

Symptom

  • You are using the Agent Desktop (Service Agent Console) Addon
  • After adding fields to Customer Hub Account Header, you noticed that some fields are missing from the Customer Details block

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

Environment

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

Reproducing the Issue

  1. Go to "Administrator" -> "Service and Social" ->  "Configure Agent Desktop"
  2. Click on the arrow to expand the configuration tabs
    confi1.png
  3. Go to "Customer Hub Settings" -> "Accounts" -> "Header"
  4. Click the + sign and add many fields
    config2.png
  5. Navigate to the "Service" -> "Agent Desktop"
  6. Search for and account and confirm it
  7. Click "Customer Hub"
    • Only the default (Account ID, Name, City, State and two additional fields are displayed)
    • All additional fields added are not displayed

Cause

  • Due to UI/UX constrains/limitation, only the default fields (which cannot be edited or reordered) and two additional will be visible under the Customer Details block
  • The current design is to only allow two fields to be added/modified or removed under the Account Header

Resolution

  • System is working as designed
  • The Account Header consists of fields default fields "Account ID", "Name", "City", and "State" 
  • Only a maximum of two additional fields will be visible under the Customer Details block
  • The default fields cannot be edited/changed or reordered, only the newly added fields
  • Using the "Conversation With" fields (you can add many fields as long as the UI permits)
    • Information is displayed based on the Accounts Contact
    • A Contact needs to be confirmed in order for the information to be displayed under the "Conversation With" block in the Customer Hub UI

See Also

 Customer Hub

Keywords

Extension Fields, Adding Fields, Agent Desktop, AD, Visible, invisible, not shown, left screen, View customer details at the left of the screen , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem

Product

SAP Cloud for Customer core applications 2205