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SAP Knowledge Base Article - PreviewSymptom
You notice that although it is possible to use the Adaptation Mode in the Interaction Log within the Agent Desktop - Customer Hub, if you have an active session with a customer, the system will prevent you from being able to use the adaptation to modify the fields.
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Environment
SAP Sales and Service Cloud Version 2.
Product
SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2, utilities add-on all versions
Keywords
Agent Desktop, AD, Customer Hub, Interaction Log, Interaction, Log, Adaptation Mode, Adaptation, Fields, Change, Modify, Modification, Active Session, Active, Session, V2, Version 2, SAP Service Cloud Version 2,Adapt, , KBA , CEC-CRM-AD , Agent desktop - live channels , Product Enhancement
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