Symptom
You would like to understand which objects and parameters are supported in the Agent Desktop Search.
Environment
SAP Service Cloud Version 2
Resolution
When an inbound call comes in, by standard the service agent can search for an Account, Contact, Individual Customer, Cases, Installed Base and Installation Points.
When the search is performed, the following parameters will be used to match the search criteria:
- ID
- Name
- Phone Number
- Address
Keywords
Agent Desktop, Agent, Desktop, Search, Account, Contact, Individual Customer, Name, Email, Phone Number, Address, Registered Product, Case, Cases, Customer Hub, Live Activity, CTI, SAP Service Cloud Version 2, , KBA , CEC-CRM-AD , Agent desktop - live channels , How To