3687290 - Contact Gets Updated When Creating a Case from a Contact

When creating an Installation Case from a Contact, the Contact field automatically changes after selecting a Registered Product, even though all details were already maintained.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Go to the Menu.
2. Open any Account (e.g., 12345).
3. Navigate to a Contact (e.g., ABC).
4. Click Create Case > Select Case Type = Installation.
5. Scroll down and maintain:  
   Product Type – Any value
   Commission Type – Any value  
6. In the Registered Product field (now displayed as Model Serial Number):
7. Disable the toggle Related to Account.
8. Select any Registered Product from the list.
9. Scroll back up and observe that the Account and Contact fields are automatically updated based on the selected Registered Product

This behavior is standard system logic.

When a Registered Product is selected, the system automatically re-determines the Account and Contact based on the master data associated with that Registered Product.

If the toggle "Related to Account" is disabled, the system displays all Registered Products in the tenant. Selecting a product that belongs to a different Account triggers the system to update the Account and Contact accordingly.

This is the standard system behavior.

The system ensures that the Case is aligned with the Account and Contact maintained for the selected Registered Product.

Recommendation:
Enable the “Related to Account” toggle when selecting a Registered Product (Model Serial Number). This restricts the available Registered Products to those belonging to the same Account and prevents automatic updates of the Account and Contact fields.

Account, Contact, Case, Registered Product, Related to Account, Installation Case, Master Data, Product Determination , KBA , CEC-CRM-RPD , Registered Products for SAP Sales/Service Cloud , Problem