3796094 - Agent Desktop License Model and Counted User Assignment

• The number of counted users under the Agent Desktop license type in Counted User Overview exceeds the quantity of licenses purchased.
• Business User profiles that do not actively use Agent Desktop functionality still appear as counted users consuming an Agent Desktop license.
• The counted license total does not decrease immediately after a Business User's access is changed or removed.
• Traffic signal indicators in Counted User Overview show an overage for the Agent Desktop license type.
• Business wants to understand the rationale behind the counted usage, how the count is added and how it can be removed.

• SAP Cloud for Customer core applications
• Agent Console Add-on for SAP Service Cloud (Agent Desktop)

1. Navigate to the Service Control Center work center, then Purchased Licenses.
2. Locate the line item 0008011339 - SAP Sales and Service Core, service agent console and record the value in the Purchase Volume column — this is the tenant's Agent Desktop entitlement.
3. Navigate to the Administrator work center, then Service and Social, then Configure Agent Desktop.
4. Select Counted User Overview.

• A user consumes an Agent Desktop license when both of the following are true:
  • The user has the Agent Desk work center view assignment (Work Center View ID: AGENT_DESK), either directly at the user level or inherited via an assigned Business Role, and
  • The user is active (not locked).
• Assignment of the Agent Desk work center view — not actual feature usage — determines whether a Business User is counted.
  • Whether an access restriction is defined on that assignment does not affect whether it counts toward the license.
  • Licenses are consumed in the order Business Users are assigned the Agent Desk work center view: the first users assigned, up to the purchased volume, are covered by the entitlement; additional users assigned beyond that number are counted as overused.
  • Agent Desktop licenses are scoped per tenant and are not drawn from a shared pool across a customer's tenants.

Required Permission: Administrator

What triggers activation of a license:

• Adding an active user to a Business Role that has the Agent Desk work center view assignment (Work Center View ID: AGENT_DESK), or assigning it directly at the user level.

What triggers deactivation or release of a license:

• Removing the Agent Desk work center view assignment, either at the Business Role level or directly at the user level, or
• Locking the user.
• Note: locking a user releases the license immediately but does not remove the underlying assignment — if the account is later unlocked, the license is consumed again automatically.

Checking entitlement:

• Agent Desktop licenses are per tenant and are not drawn from a shared pool of licenses across a customer's tenants.
• To check the entitlement or move licenses from one tenant to another, the IT/Consulting team must contact the SAP CSP or AE to request a tenant entitlement change.
• The tenant's entitlement can also be checked by navigating to Service Control Center → Purchased Licenses and locating User Type 0008011339 - SAP Sales and Service Core, service agent console. The number in Purchase Volume is the tenant's entitlement.

Reviewing assignments:

• Navigate to Administrator → Business Users → select a user, and confirm the user is active (not locked) and has an Agent Desk assignment. Whether an access restriction exists on that assignment is not relevant to license consumption. Or,
• Navigate to Administrator → General Settings → Business Roles → Active Business Roles → open the Business Role, then check the Assigned Work Center and Views for the Agent Desk assignment → select View All → review the number of Assigned Business Users.
• The first Business Users assigned to the Agent Desk work center view inherit the available licenses; users assigned beyond the purchased volume are counted as overused.

• Agent Desktop FAQ
• Service Agent Console

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