SAP Knowledge Base Article - Public

3688103 - Agent Desktop: Meaning of the Long Dash (“—”) Displayed in the Address Margin Field

Symptom

In the Agent Desktop, a long dash (“—”) appears in the margin field next to customer addresses. Users want to understand what data this field represents.

Environment

SAP Sales Cloud and SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to the Menu.
  2. Open Agent Desktop.
  3. Search for any customer (e.g., “12345”). 
  4. Click Accept.
  5. In the left-hand pane, observe the Addresses section → a long dash (“—”) appears in the margin field.

Resolution

The empty field (“—” or long dash) appears due to the system’s handling of shipToDetermination and billToDetermination values.

Keywords

Agent Desktop, Long Dash, Margin Field, Address, Customer, Ship-To, Bill-To, Determination , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0