3351678 - Where does the Default External Business Partner ID and the Default External Customer ID pull data from (Agent Desktop addon)

• You are using the Agent Desktop (Add-On)
• You would like to understand where AD pulls the values for the Default External Business Partner ID and the Default External Customer ID
  • Where is the data pulled from?
  • Is there any mapping configuration required to make this work
• This KB intends to add some clarity regarding the above

• SAP Service Cloud
• SAP Sales Cloud
• Agent Desktop/Service Agent Console

1. Go to Service -> Agent Desktop
2. Search and confirm a Business Partner
3. If the "Default External Business Partner ID" and the "Default External Customer ID" are configured, they will be visible under the "Header" Additional Info (Customer Hub)

• https://help.sap.com/docs/SAP_CLOUD_FOR_CUSTOMER/67207b2576c14dcebf60abebfa7eb9a3/acdd52dfe1e848cba3d54d2010c724f1.htmlhttps://help.sap.com/docs/SAP_CLOUD_FOR_CUSTOMER/67207b2576c14dcebf60abebfa7eb9a3/acdd52dfe1e848cba3d54d2010c724f1.htmlThe Default External Customer ID is the ID of the Business Partner ID in the ERP System
• The Default External Business Partner ID is the ID of the Business Partner in the S/4 System.
• When replicated from ERP using IDOC and from S/4 using SOAP based integration, those fields will be filled as well.
• Within your customer details screen
  • To ensure seamless integration, please follow the steps below to include the facet mapping.
  • If you have replicated the facet mapping from ERP and S/4, you will find the corresponding IDs.
  • You can perform a dummy change on your account, and these IDs will be automatically replicated to the Agent desktop.
  • Once you access the Agent desktop, you will be able to view the respective IDs.
• By incorporating the facet mapping and replicating the IDs, you will enable a synchronized experience between systems and gain visibility of the IDs within the Agent desktop.

• Integrate External Systems into Agent Desktop with Mashups
• Customer Hub

Customer Hub, Default External Business Partner ID, Default External Customer ID , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem