SAP Knowledge Base Article - Preview

3830952 - AI Agent Ticket Summarization Output Not Saved to C4C When Using "Write a Case Overview" Tool

Symptom

When running a custom AI agent configured with the "Write a Case Overview" tool in SAP CX AI Toolkit, the execution logs show that the summary is generated successfully. However, the output is not saved to the C4C ticket, and the target field (e.g., AI Ticket Summary) remains blank. The behavior occurs consistently across all tickets.


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Environment

  • SAP CX AI Toolkit
  • Sales & Service Cloud (C4C)

Product

SAP CX AI Toolkit 1.2.0

Keywords

CEC-AIT, C4C, CX AI Toolkit, Write a Case Overview, Update SAP Sales and Service Cloud Record, AI Ticket Summary, AITicketSummary_KUT, Ticket Summarization, Custom Agent  , KBA , CEC-AIT , SAP CX AI Toolkit , Problem

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