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

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