3727271 - Unable to Create Phone Call Activity Directly from Individual Customer Record in SAP Sales and Service Cloud Version 2

• When working within an Individual Customer record, users expect to log a Phone Call Interaction directly.
• However, the system does not provide an option to create a Phone Call object from the Individual Customer page.
• The only available option from the + Create menu is Task.
• To log a phone interaction, users must select Task and choose Task Category = "Outbound Phone Call", which creates a Task object instead of a Phone Call object.
• Users are therefore unable to directly record phone call activities from the Individual Customer record using the Phone Call object.

SAP Sales and Service Cloud Version 2

1. Log in to Sales and Service Cloud Version 2.
2. Open an Individual Customer record.
3. Attempt to log or create a Phone Call activity from that record.
4. Observe that the available option is only to create an outbound phone call as a Task.
5. Note that this does not create a Phone Call object.

This behavior is a product limitation in the current system design.

• Currently, the system does not provide a direct option to create a Phone Call object from the Individual Customer record.
• As a workaround, users can either:
  • Create a Phone Call via Account Team members, or
    • This option is available if Account Team members are assigned and have phone numbers maintained.
      1. Open the Individual Customer record.
      2. Navigate to General → Account Team.
      3. Click the phone icon next to the Account Team member.
      4. Select Call Log.
      5. Fill in the required fields.
      6. Click Save to create the Phone Call activity.
  • Create a Task with the category “Outbound Phone Call.”
    
    • Although this action does not create a phone call interaction, perse, it allows users to log the outbound call. This will log the interaction as a Task activity categorized as an outbound phone call.
      1. Open the + Create menu.
      2. Select Task.
      3. In Task Category, choose Outbound Phone Call.
      4. Maintain the required fields.
      5. Click Save.
• Additionally, this functionality has already been raised as a Customer Influence request.
  • You may check the status and vote for the enhancement using the following link: https://influence.sap.com/sap/ino/#/idea/367746

Refer to: Customer Influence Request.

phone call activity, individual customer record, sales and service cloud v2, outbound phone call, task object, call log, account team, create menu, activity tracking, reporting accuracy, interaction history, Unable to Create Phone Call Activity Directly from Individual Customer Record in SAP Sales and Service Cloud Version 2  , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem