SAP Knowledge Base Article - Public

3339035 - Is it possible to show all the interactions sent from C4C email in Ask HR Conversation tab rather than by clicking hyperlink ?


Currently, the interactions sent from C4C email to ask HR Portal are shown directly in "Conversations" tab, but user needs to click on View Email Conversations link to see the interactions sent from C4C to email. Users want to see all the interactions directly in Conversations, Is it possible to remove the link and show all interactions all together in Conversations ?

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


  • SAP SuccessFactors HXM Suite
    • Employee Central
      • Ask HR - Employee Central Service Center (ECSC)

Reproducing the Issue

  1. Login in to SFSF Employee Central
  2. Click on AskHR icon.
  3. View "Open Tickets"
  4. Open any ticket and go to conversation tab.
  5. To access interaction sent from C4C email, you need to click on "view email conversation" button, as shown in below image.


This is expected behavior.


This is expected behavior. Currently this functionality is not possible. All interactions related to email will be part of View email conversations and this is the intended design of the application. Please note this is reviewed regularly by our Product Management team who are insisting they will not consider a change to the current design unless many votes are received via the Influence channel.

As this is an expected behavior of the Product, the only suggestion I can provide you is to submit an enhancement request via the Influence page. Once submitted, customers will have an opportunity to view and support your request with the hope that if enough support is gathered, Product Management may include this functionality within a future product release.

KBA -2090228 - How to Submit Ideas for SAP SuccessFactors Products - SAP for Me 

See Also

2090228 - How to Submit Ideas for SAP SuccessFactors Products - SAP for Me

2859718 - C4C agent's reply using "Email" option for ASK HR feature - SAP for Me


AskHR, Email, view email conversation, C4C, ticket, conversation, open ticket, ECSC, Service Center, SF  , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , How To


SAP SuccessFactors HXM Suite 2305