3690930 - live activity center: phone number search

In the Live Activity Center, the search for accounts by phone number does not work. No result is displayed when searching for a phone number, even though customers exist with the given phone number.

• SAP Cloud for Customer
• Live Activity Center

1. Open the Live Activity Center.
2. Navigate to Service -> Live Activity Center.
3. Search for a phone number (e.g., account's phone).
4. Observe that no result is displayed, despite customers existing with the given phone number.

The basic search does not find any matches because the phone number format differs between the search input and the stored format in the customer/business partner data. For example, the customer's phone number is +1 234-567-890 but you are searching for 234567890.

1. To find customers by phone number in the basic search, ensure the entered phone number matches the stored format exactly (e.g. search for 234-567-890).
2. If searching for a number in a different format (e.g., user's phone without separators), use the advanced search:

a. Open the Live Activity Center.

b. In the dropdown menu, select "Accounts" instead of "All Categories".

c. Open the advanced filter.

d. Enter the phone number (e.g. 234567890) into the "Phone" field.

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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions