3623501 - How to Link Entities to a Phone Call Interaction

Users would like to display associated entities—such as Business Partners, Cases, or Registered Products—on a phone call interaction in SAP Service Cloud.

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

• To link entities during an active phone call interaction:
  1. During the phone call runtime, after the agent confirms the call, navigate to Related Entities > Cases.
  2. Click the Pin icon next to the desired case(s) to link them to the phone call interaction.
  3. Once all required entities are associated, end the call and save the interaction.
• To verify the associations:
  1. Navigate to the Phone Calls Work List.
  2. Open the relevant phone call interaction.
  3. You will see all the entities that were linked during the active call session.
• Important Note: 
  • Once the phone call is saved and closed, it is no longer possible to add or remove associated entities.
  • It is not possible to add related entities such as Cases to a phone call interaction after the call has been completed.
  • This behavior is by design and not a system error.

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