SAP Knowledge Base Article - Preview

3668008 - Phone call interaction linked to the first account created after call has ended

Symptom

  • Phone call interactions are being automatically assigned to newly created accounts in SAP Sales/Service Cloud Version 2.
    This occurs when:
    • A customer calls via the Agent Desktop and is marked as Unknown.
    • The phone call interaction is saved before a business partner (BP) is created.
    • A new account is created afterward via the dashboard.
  • In such cases, the phone call interaction (initially unassigned) is automatically linked to the first created account.


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Environment

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

Keywords

phone call interaction, unknown caller, unassigned interaction, account linkage, agent desktop, Service Cloud V2, Sales Cloud V2, orphan interaction, interaction assignment , KBA , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , Problem

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