SAP Knowledge Base Article - Public

3657499 - Unable To Hide Or Remove Entity List In The Placeholder of Search Field In Agent Desktop

Symptom

User is unable to hide or remove the Entities shown as placeholder in the Search bar of Agent Desktop.

Environment

SAP Sales Cloud and SAP Service Cloud Version 2

Reproducing the Issue

  1. Login to the system and go to Agent Desktop.
  2. Notice that many entities are mentioned as placeholder in the Search bar.
  3. Try to hide some of the entities shown in the Search bar.
  4. Notice that there is no functionality to customize or remove these options.

Cause

It is possible to hide or remove the placeholders shown in the Search Bar of Agent Desktop via Adaptation Mode.

Resolution

  1. Go to Agent Desktop.
  2. Start Adaptation.
  3. In the search screen, on the 'Results' section, click on the pencil icon.
  4. Hide the required Entities (e.g. Account, Individual Customer, Contact etc.). 
  5. Click on Apply.

Keywords

Agent Desktop, Hide, Placeholder, Search, Remove, Entities, Adaptation, Results, Service , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions