Symptom
- Users are unable to view Premise details associated with a customer in SAP Service Cloud Version 2.
- The issue arises when accessing Premise details from the Customer's Entities section.
- This impacts the productivity of Customer Service Representatives (CSRs), as they need to navigate from Agent Desktop/Customer Hub to Premises or perform a Global Search, which is time-consuming.
Environment
- SAP Service Cloud Version 2.1.0
- SAP Sales Cloud Version 2.1.0
- Utilities for SAP Sales/Service Cloud
Reproducing the Issue
- Login into SAP Service Cloud v2.
- Navigate to Agent Desktop.
- Search for the individual customer ABC123 and confirm it.
- Under Entities, view Premises 123ABC associated with the customer.
- Click on the Premise hyperlink, at this point, Premise related details are not displayed in the quick view.
- Click on the detailed view icon, still, Premise details are not displayed.
Cause
The issue is due to missing replication of the related entity data.
Resolution
- Ensure that all related entity data, including Premises, has been fully replicated.
- For the Quick View (QV) and Detailed View (DT) to display the Premise details, the Premise must be properly replicated in the system.
- Verify the replication process to ensure the Premise data is available in SAP Service Cloud Version 2.
- Start loading data in small chunks, check if they are loaded successfully, and then later increase the size of the data.
- After loading the data, go to SAP Service Cloud Version 2 > Integration > Message Monitoring and check the status of the operation.
See Also
Keywords
SAP Service Cloud Version 2, Premise details, Customer's Entities, Agent Desktop, Customer Hub, Premises, Global search, Productivity, Customer Service Representatives, Premise details, SAP Service Cloud V2, missing replication, Customer Entities, Quick View, Detailed View, Agent Desktop, Customer Hub, CSR productivity, entity replication, premise view , KBA , CEC-CRM-UTIL , Utilities for SAP Sales/Service Cloud , Problem
Product
SAP Service Cloud Version 2 all versions