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SAP Knowledge Base Article - PreviewSymptom
- You are also using a CTI Certified Provider which supports WhatApps as a communication channel
- To understand what is required for C4C to identify Business Partners when an interaction arrives
- When the inbound interaction is alerting in the Agent Desktop, no account is identified even when the matching information is found in the master data.
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Environment
- SAP Service Cloud V2
- SAP Sales Cloud V2
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0
Keywords
Payload, SMS, WhatApp, customer identification, Service Cloud V2, Cloud for Service V2 , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , Problem
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