Symptom
- A business requirement exists to restrict certain objects from appearing in the Agent Desktop search bar.
- These objects may include Registered Products, Tickets, Individual Customers, Accounts, Contacts, Sales Orders, etc.
- As an administrator, you want to enable or disable specific objects from being searchable.
Environment
- SAP Cloud for Customer Core Applications 2411
- SAP Agent Desktop / Agent Console Side-By-Side (Add-on)
Reproducing the Issue
- Go to Services.
- Open Agent Desktop.
- In the search bar, observe that multiple objects are available for search. Business would like to suppress some of these.
Cause
How to
Resolution
To enable or disable specific search objects in Agent Desktop:
- Navigate to Administrator.
- Open Service and Social.
- Go to Configure Agent Desktop.
- Select Extensibility → searchResultSBS → Search Result SBS section.
- Click on the pencil icon (Edit Section).
- Use the Hide or Show option for any of the available objects.
Important Notes:
- You cannot add new objects to the search.
- You can only enable or disable visibility for existing objects.
Keywords
Agent Desktop, search objects, enable search, disable search, hide objects, show objects, search bar customization, Agent Console, Service and Social, Configure Agent Desktop, extensibility, searchResultSBS, SAP Cloud for Customer, C4C, side-by-side add-on, registered products, tickets, accounts, contacts, sales orders. , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem
Product
SAP Cloud for Customer core applications 2411