SAP Knowledge Base Article - Public

3370519 - How to delete dropdown values under the Create button in the Agent Desktop Customer Hub


  • Business requires adding custom entities/items or remove entities/items from the +Create drop down options
  • This KBA indents to walk through the basics steps to achieve the above requirement

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


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0




  1. Connect to the Service or Sales Cloud V2 tenant
  2. Go to Agent Desktop
  3. Search for a Business Partner, and confirm it
  4. Go to Customer Hub
  5. Start Adaptation Mode (click the avatar -> Start Adaptation)
  6. Go to Create (mouse over until the pencil tool is visible) then click it
  7. In the next screen, users can add new tabs, remove custom tabs (Message and Create cannot be removed, since those are used for email and other entities which are mandatory)
  8. Select "Create >" Items such as Case, RP, Payment, Move-In, Move-Out, Service Oder and other default items cannot be edited or deleted, but can be set as hidden. On the other end, custom items can be edited, deleted, or hidden.


Delete, Dropdown Values, Create Button, Agent Desktop, Customer Hub, adaptation , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0