3412307 - Adding the S4HANA Default External ID to the Agent Desktop Customer Hub header details

• You have an integration with ERP or S4HANA, and want to add the Default External ID but don't know how to do that.
• The information exists in the Business Partner header details, and you would like to also have this in the Customer Hub (Agent Desktop)

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

1. Navigate to "Individual Customers."
2. Select an individual customer with a corresponding entry in ERP/S4HANA.
3. On the left-hand side, expand the pane and locate the "Default External Customer ID."
4. Switch to the Agent Desktop and search for and confirm the same Business Partner as in the previous step.
5. In the left pane of the Agent Desktop, you anticipate finding the "Default External Customer ID" for the selected Business Partner, but it is not there.

Configuration

1. Go to Agent Desktop
2. Search and confirm the desired Business Partner
3. Go to the Profile Icon, click and select "Start Adaptation"
4. Highlight under General Information, and click the pencil icon
5. Click on "Add Field from List" next to the plus (+) sign (if you don't see any entity Individual Customer, then click back and try again)
6. Search for "Default External Business Partner ID" or "Default External Customer ID" 
7. Click on the + plus sign to add, then click Apply
8. End Session to exit Adaptation Mode 
    

Kindly take note of the following:

• ERP Systems have only an external ERP Customer Number (no External Business Partner ID).
• Upon migration to S/4, an account acquires both an external ERP customer number and an external Business Partner ID.
• In a "multiple backend" integration landscape, it is possible that for one account, there exist multiple external customer and Business Partner IDs.

External ID, ERP, S4, S4HANA, AD, Agent Desktop, Default External ID missing, Adaptation , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem