Symptom
When a Phone Call activity is created without a related account and a follow-up Lead is initiated through Related Items tab, only the option to create a Lead for an existing account is available.
The "Use Existing Account" button is automatically on and grayed out, preventing the creation of a Lead without an existing account association.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to Sales > Leads.
- Go to Related Items tab.
- On Follow-up Items section, click on New > Lead.
- Only option to create follow-up Lead for existing account is shown.
Cause
It is not possible to create a Lead originating from an activity (including a Phone Call) without an existing customer. The "Use Existing Account" toggle button is set to True by default. Therefore, even if the Adaptation Mode shows that the “Mandatory” option is not selected, the field is still mandatory due to the system’s logic.
As a result, whether or not the Account field is displayed on the screen, it remains required.
Resolution
This is the expected system behavior.
The recommendation is to create the customer first and then associate it with the Lead.
Keywords
C4C, mandatory, lead, use existing account, account, customer, prospect, person, business partner, bp, follow-up, follow up, related item, item, phone call, call, live activity, cannot, can't, no possible, impossible, not able, unable, disable , KBA , LOD-CRM-LM , Lead Management , LOD-CRM-LA , Live Activity , Problem
SAP Knowledge Base Article - Public