3544447 - Missing 'Configure Agent Desktop' option in Service and Social

• The option to configure the Agent Desktop in the system is missing under Service and Social.
• The issue is preventing the completion of a solution setup.

SAP Cloud For Customer

1. Go to Administrator.
2. Click on Service and Social.
3. Observe the absence of options to configure Agent Desktop.

• Ensure that your organization has a valid Agent Desktop Add-on license.
• The Agent Console is not included as a native application with SAP Cloud for Customer (C4C). Additional Licenses needs to be purchased.
• Here are some steps you can use to validate:
  1. Log in to SAP Service Cloud for Customer (V1).
  2. Navigate to Service Control.
  3. Go to "Purchased Licenses"
  4. Look for sku "0008011339" and
     • Check the number related number under the Purchased Volume field.
     • If there is an entry other than 0, it means this tenant has entitlement.
• If entitlement exists, then follow the below steps to solve the issue:
  1. Go to Business Configuration.
  2. Open First Implementation.
  3. Click Edit Scope.
  4. Move to the Questions tab.
  5. Navigate to Service → Communication and Information Exchange → Integration Scenarios with SAP.
  6. Locate the question: "Do you want to enable new Agent Desktop Functionality?"
  7. Uncheck the flag for this option and save.
  8. Repeat steps 1–7, but this time set the flag to active.
  9. Save the changes.
  10. Test the Configuration:
      1. Verify that the Configure Agent Desktop option is now available under Service and Social.
      2. Proceed with the solution setup.

• Agent Console Add-On for SAP Service Cloud
• Scope and Configure Service Agent Console

Agent Desktop, Configure Agent Desktop, Missing Options, Service and Social, SAP Service Cloud, C4C Configuration Configure communication system provider and widget size.  , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem