3710352 - "Failed to update interaction. Please contact the administrator." and "Sales organisation not found" in Agent Desktop

• Error occurs when saving customer notes in Agent Desktop during a call.
• Messages shown:
  • "Failed to update Interaction. Please contact the administrator."
  • "Sales organisation not found"

• Agent Console Add-on (Agent Desktop SBS)
• SAP Cloud for Customer
• SAP Service Cloud V1

1. Agents accept the customer call in CTI.
2. Enter notes while on the call.
3. Click on save.
4. Error messages are displayed:
   • “Failed to update Interaction. Please contact the administrator.”
   • "Sales organisation not found"

• Data inconsistency between the C4C definition and the CNS persistence layer.
• The issue occurs because the Sales Organization ID assigned to the customer is not available in CNS, which causes validation to fail during record update.
• This may happen when:
  • The Sales Org was added to the customer during NGAP replication after the initial interaction was saved.
  • The Org Unit exceeds CNS guardrail limits (more than 10,000 employees), preventing successful sync via initial load or delta sync.
  • This threshold is in place to ensure system stability and performance, and cannot be changed.

To resolve the issue, adjust the organizational structure so the Sales Org can be successfully synchronized with CNS. 

• Option 1 (Recommended)
  • Create child Org Units under the affected Sales Org.
  • Distribute employees across these child units to ensure each remains under the 10,000 employee limit.
  • This enables each unit to be eligible for CNS synchronization.
• Option 2 (Alternative)
  • If employee assignment is not required, reduce the number of employees assigned to the affected Org Unit to below 10,000.
  • Additional Information
  • CNS enforces a guardrail threshold for Org Unit synchronization to ensure platform scalability and performance.
  • Sales Orgs that exceed this threshold are not synced, and related validations will fail during data updates.
• Additional Information
  • CNS enforces a guardrail threshold for Org Unit synchronization to ensure platform scalability and performance.
  • Sales Orgs that exceed this threshold are not synced, and related validations will fail during data updates.

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