3767404 - Agent Desktop - Linked Items Remain in Interaction Log When Changing Customer

In Agent Desktop, linked items from a previously processed interaction remain visible in the Interaction Log after selecting a different customer. 

• SAP Service Cloud Version 2 1.0
• Agent Desktop

1. Open Agent Desktop.
2. Search for and accept a customer.
3. In the Interaction Log, add one or more linked items (for example, Registered Products, Case etc).
4. Save the Interaction Log.
5. Return to the Interaction Log overview.
6. Search for and accept a different customer or registered product.
7. Observe that the previously linked items are still present in the Interaction Log together with the newly selected context.
   • User's expected Behavior: Users expect the linked items section to be empty when selecting a new customer, registered product, or other business object.
   • Actual Behavior: Previously linked items remain associated with the current Interaction Log session and are displayed after changing the customer or registered product context.

• This behavior is expected and is implemented by design.
• The Change Customer functionality is intended to modify the business partner context of an ongoing interaction while preserving the information already collected during that interaction. As a result, linked items, notes, and other interaction-related data are retained when the customer context changes.
• The functionality supports several business scenarios, including:
  • Incorrect customer selected initially
    • An agent accidentally accepts the wrong customer and needs to switch to the correct business partner without losing the work already performed.
  • Household or multi-account scenarios
    • An interaction begins with one business partner but later needs to be associated with a related account, family member, contract holder, or business contact while preserving existing interaction data.
  • Customer identification refinement
    • Additional information gathered during the conversation indicates that a different customer or registered product should be associated with the interaction.
  • Transferred or escalated interactions
    • Customer context is adjusted during the handling process while maintaining continuity of the ongoing interaction.

• If the intention is to start a completely new interaction without retaining any context from a previous interaction, users should:
  1. Complete the current interaction.
  2. Click Save, Close and New.
  3. Start the new customer or registered product search from the newly created interaction.
• Using Save, Close and New creates a fresh interaction context and prevents previously linked items from being carried forward.

• The Change Customer action is designed to preserve the continuity of an active interaction and should not be used as a mechanism to start a new interaction.
• To create a new interaction with no retained context, always use Save, Close and New.

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