Question Re: CTI Integration with Service Cloud in CRM and CX Q&A

CTI Integration with Service Cloud

former_member773967 — Sat, 06 Nov 2021 21:49:54 GMT

Hello Gurus,

Is there a possibility to use a different ID than the phone number for detecting the user Profile in SAP Service Cloud?

What happen if Two users have the same Phone number in SAP Service Cloud?

Thank you,

Lara,

Re: CTI Integration with Service Cloud

former_member226 — Sat, 06 Nov 2021 22:01:41 GMT

Hi,

Yes, it is possible to change the default search behaviour pattern for CTI with C4C. You need to implement Enhancement Option(aka BADI) CTICustomerSearch of namespace http://sap.com/xi/AP/FO/Activity/Global via SDK. In BADI you can model the behaviour of customer search for CTI integration. An example implementation could be found( along with description )on https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/LATEST/en-US/25ba1d38da8e4badb4eb6e7a30d52134.html .

To your second question...In case 2 customer shares the same phone number then the system proposes all the contacts matching the phone number, while the sales agent will be asked to confirm the desired the customer(based on customer response?)

BR
Saurabh

Re: CTI Integration with Service Cloud

former_member773967 — Sun, 07 Nov 2021 09:36:34 GMT

Hello Saurabh,

Thank yo very much for your help!

Kind Regards,

Lara