SAP Knowledge Base Article - Public

3247920 - Objects and Parameters Supported in Agent Desktop Search


You would like to understand which objects and parameters are supported in the Agent Desktop Search.


SAP Service Cloud Version 2


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
  • Email
  • Phone Number
  • Address


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


SAP Service Cloud Version 2 all versions