SAP Limitation

Limitations

The following limitations have been identified in SAP Sales & Service Cloud CRM (Version 2):

🔴 Search Customer

• The phone number must be valid (10-12 digits) and must include the country code.

• Short or invalid numbers may work, but the created activity will not be assigned to this number.

🔴 No Match

• There are no options available to automatically create customers. When new numbers are entered, the user will encounter an empty search page. They must manually create a new contact or account.

• For creating a new contact, please note that you cannot add a phone number directly. First, you need to create an account, and then you can create the contact and link it to that account.

🔴 Conversation Activity

• An activity will be created and opened when the call starts, allowing the user to manually add notes and assign a customer.

• No options to dynamically add any information to this activity when the call ends.

• The conversation log / activity will close 5 seconds after the call ends.

• The activity will be logged for Agent B during a simple consult call from Agent A.

• The click-to-dial call activity must be saved manually by clicking the save button in the Call Logs option within the Iframe.

🔴 Click to Dial

• Not supported in the Contacts and Accounts entity.

• It’s working only with Leads, but it does not save the interaction for invalid numbers.

🔴 Configuration

• No options to set the CTI URL dynamically, it must be added manually in the account settings.

• No options to prioritize entities during the search.

• User can configure which entities to search within the account settings.