Symptom
You would like to understand how to associate the Interaction Log of a Phone Call, Chat or Message in Customer Hub with the Service Catalog or Categories available in the system.
Environment
SAP Service Cloud Version 2.
Resolution
In order to associate the Interaction Log with the Service Catalogs or Categories, you can follow the steps below:
- Navigate to Agent Desktop.
- Search for the Account, Contact or Individual Customer.
- Confirm it.
- See the Customer Hub opens.
- Click on the Interaction Log.
- Add a value to the Catalog field.
- You can also specific multi level categories via the Category fields.
- Click Save.
Keywords
Service, Service Catalog, Catalog, Category, Categories, Multi Level, Multi, Interaction Log, Interaction, Log, Agent Desktop, AD, Customer Hub, SAP Service Cloud Version 2, How To, , KBA , CEC-CRM-SCA , Service Catalog for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , How To