Symptom
- You are using SAP Cloud for Customer Live Activity features
- Your business requires customer identification based on custom logic/parameters other than ANI (Automatic Number Identification)
- For example, when identifying customers based on their business partner ID, External Reference ID or any other custom.
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sales
Resolution
- In C4C, there are two User Exits (BAdis) that can be used for the desired outcome
- Please review "Custom Live Activity Customer Search BAdI Exit"
-
- The CTICustomerIdentification - newer option, recommended, or
- The CTICustomerSearch - original option, still supported
See Also
Keywords
KBA , LOD-CRM-LA , Live Activity , Problem
Product
SAP Cloud for Customer core applications 2208