SAP Knowledge Base Article - Preview

3576849 - How to Add an Interaction to a Case Timeline - Service Cloud V2

Symptom

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

  • Users need to add interactions such as Phone Call, Chat, SMS, WhatsApp message, Facebook message, or In-Person interactions to a case timeline in SAP Service Cloud Version 2.
  • This Knowledge Based Article provides step-by-step guidance on how to achieve this. 


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Environment

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

Product

SAP Service Cloud Version 2 all versions

Keywords

Case Timeline, Interaction, Phone Call, Chat, SMS, WhatsApp, Facebook Message, SAP Service Cloud V2, Agent Desktop, Call Log, Email, Manual Interaction , KBA , CEC-CRM-TIM , Timeline for SAP Sales/Service Cloud , Problem

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