SAP Knowledge Base Article - Public

3615818 - Case insights wrong number

Symptom

Customer wonders why there are more cases in eSAC than in Workcenter Cases

Environment

SAP Analytics Cloud, SAP Sales Cloud and SAP Service Cloud Version 2

SAP Analytics Cloud, embedded edition

Reproducing the Issue

 

  1. Go to WoC 'Cases'
  2. Check 'all Cases'

the amount is 15

  1. Go to settings
  2. Go to Design Stories
  3. Edit 'SAP_Case Insights'
  4. Check 'Total Cases' 

the amount is 90

Cause

'All Cases' in Workcenter 'Cases' is not the same as 'Total Cases' in embedded SAC

Resolution

'Total Cases' in embedded SAC is the counter of all active 'Cases' plus all 'Draft Cases'

Keywords

total cases, all cases, SAP_Case Insights, mismatch, wrong number , KBA , CEC-CRM-ANA , Analytics for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0