When you simulate a call using an existing Customer, the Customer's related cases are not displayed in the search area by default, even so "All categories" is selected. Only after searching Customer (e.g. by full name), related cases are found.
SAP Cloud for Customer
Reproducing the Issue
Emulate inbound phone call from existing customer.
- "All categories" is selected, however, only customer itself is found and no related cases are shown up.
The Live Activity search for cases when a call comes in does a text search against all the cases with the phone number as the text.
This is the system expected behavior.
This is the standard behavior of the system.
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An alternative option may be to check the SAP Customer Influencer Site to submit an idea.
KBA , LOD-CRM-LA , Live Activity , How To