An Individual Customer has been created twice in the system, with two different ID’s and the same Facebook account.
Reproducing the Issue
- Go to the Customers work centre.
- Select the Individual Customers view.
- Search for the Individual Customer ABC (ABC represents the name of the Individual Customer).
You find two Individual Customers with the same name, but two different ID’s and after checking the details you see that they also have the same Facebook account.
This issue typically happens when two Facebook applications are used to connect to SAP Hybris Cloud for Customer. In this case Facebook masks users across applications. This is a Facebook privacy feature.
Recommendation is to use only one Facebook application to connect to SAP Cloud for Customer. For the duplicate customers, you have to mark one as obsolete.
KBA , LOD-CRM-SRP , Service Request Processing , How To