3507143 - Live Interaction Widget Settings Not Displaying in SAP Service Cloud V2

• User is unable to view the Live Interaction Widget Settings in the user interface.
• The user interface is not rendering the widget settings as expected.

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

1. Navigate to Settings:
   • Access the Settings menu within the application.
2. Open CTI Configuration:
   • Select CTI Configuration from the list of settings.
3. Access Live Interaction Widget Settings:
   • Click on Live Interaction Widget Settings.
4. Observe UI Behavior:
   • Note that the admin UI fails to load the following details:
   • Provider Details
   • Provider ID
   • Provider URL
   • Channels options

User/Business role missing Agent Desktop Business Service Assignments 

To resolve the issue with the Live Interaction Widget settings not displaying, follow these steps:

1. Log In with Administrative Privileges:
   • Access the system by logging in as an Admin user.
2. Navigate to Settings:
   • Go to the Settings menu within the application.
3. Access the Business Role Management:
   • Locate and open the business role assigned to the affected user.
4. Verify Business Services:
   • Under the "Business Services" section, search for the service identifiers:
     • sap.crm.service.agentDeskService, or
     • Agent
   • If no such service is listed, proceed to add it.
5. Add Missing Services:
   1. Click on the + sign adjacent to the search field to add a new service.
   2. In the search box, enter "agentDeskService".
   3. From the search results, select "Agent Desktop".
6. Confirm Application List Entries:
   • Under the App List, search for "sap.crm.service.agentDeskService".
   • Ensure the following entries are present and selected:
     • sap.crm.agentdeskservice.uiapp.agentDesk
     • sap.crm.agentdeskservice.uiapp.agentDeskAdmin
7. Refresh User Session:
   • Instruct the affected user to refresh their browser session to see if the changes are reflected and the Live Interaction Widget settings are now accessible.

By following these steps, you ensure that all necessary services and applications are correctly assigned and active for the user's business role, potentially resolving issues with the display of widget settings.

CTI Configuration, Live Interaction Widget, UI not loading, Provider Details, Provider ID, Provider URL, Channels options, SAP Service Cloud V2, user interface issue. , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem