Customer identification in SAP Service Cloud (C4C)

When Communication Panel is embedded in SAP Service Cloud (C4C), Business Partners can be identified from the SAP Service Cloud (C4C) data. Communication Panel sends the source address information for identification when a conversation is offered to an agent.

By default, SAP Service Cloud (C4C) searches for the Business Partner and shows their information for alerting calls. You can also configure the Live Activity timeline in C4C to open automatically when the user is previewing an outbound campaign customer or being offered an incoming call in Communication Panel. To do this, configure conversation attached data (CAD) to use parameter outbound_preview_liveactivity=true. If the Live Activity timeline is configured to open automatically, an event will be created in the timeline even if the agent doesn't accept the call.

To create a Business Partner, see SAP Service Cloud (C4C) documentation for information. You may need to create a Business Partner separately for each conversation channel.