SAP Knowledge Base Article - Public

3247912 - How To Change the Customer During an Inbound Call in Customer Hub

Symptom

You would like to understand the steps to change the customer during an inbound call in the customer hub.

Environment

SAP Service Cloud Version 2

Resolution

To perform this change, you may follow the steps below:

  1. Navigate to Agent Desktop work center.
  2. Search for an Account, Contact or Individual Customer.
  3. Click Confirm.
  4. Select the contact of the account or individual customer.
  5. Click Confirm.
  6. See the Customer Hub is opened.
  7. During the live call, you notice that the wrong customer account has been set.
  8. In the Interaction Log section, click Change Customer.

Once this option is clicked, the Customer Hub will close and you will be able to search for a new customer account using the Agent Desktop search.

Keywords

Agent, Desktop, Agent Desktop, Customer Hub, Live Activity, Account, Contact, Individual Customer, Interaction Log, Change Customer, SAP Service Cloud Version 2, , KBA , CEC-CRM-AD , Agent desktop - live channels , How To

Product

SAP Service Cloud Version 2 all versions