3466950 - Enhancing Customer Identification for Chat/Phone Channel Interactions with Custom Payloads

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

• Business aims to augment Business Partner identification in both phone and chat channel interactions.
• Currently, Business Partners can be identified by ANI (phone number) in phone interactions and by email addresses in chat interactions.
• However, relying solely on these identifiers is insufficient, prompting the need for additional parameters.
• The desire is to enhance identification capabilities by incorporating variables such as Customer Name, Telephone number, etc., for both phone and chat channels.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• Agent Desktop Side by Side and Stand-Alone
• SAP Cloud for Customer (Agent Desktop Add-On)

Customer Identification, Chat Channel, CTI Payload, Custom Fields, Business Partner (BP), Email Address, Automatic Search, Payload Fields, AD, CTI, Computer Telephony Integration, Service Cloud, V2, Agent Desktop, ANI, Automatic Identification, CAD, Call Attached Data, Additional Details, Secondary Search Agent Desktop Custom IVR Additional Details , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , LOD-CRM-SBS-AC , Agent Console Add-on , CEC-CRM-AD , Agent desktop - live channels , Problem