Symptom
- Users are not able to see any data returned in the Catalog Dropdown option under the Interaction Logs in Agent Desktop.
- Cannot choose any catalog in the interaction log
- Catalog options are blank, even though the catalogs exists and are active
Environment
- SAP Service Cloud V2
- Agent Desktop
Reproducing the Issue
- Go to Agent Desktop
- Navigate to the Interaction Logs and go to the Catalog
- Notice the dropdown has no data (blank)
Cause
Missing configuration
Resolution
- Go to settings
- Navigate to Catalog Definition
- Select the desired Catalog (Open it)
- Under "Use With" select Chat and Phone or on any other entity where the catalog is required.
Keywords
Catalog, blank, empty, no records, Agent Desktop, Service Catalog , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0