When starting an outgoing call, the Phone Call Activity is not saved in the Account, which is maintained in the Ticket.
SAP Cloud for Customer
Reproducing the Issue
Pre-Requisite: Ticket ABC (ABC represents the Ticket ID) has an Account and a Contact maintained. The Contact has a Phone number maintained.
- Open the Live Activity Pane.
Go to the Service work center.
Select the Tickets view.
Select Ticket ABC.
Select the Phone number in the Customer section of the Overview facet to start the outgoing call.
The Phone Call Activity is not saved in the Account, which is maintained in the Ticket.
This is the expected system behaviour in SAP Cloud for Customer.
The Phone Call Activity is saved in the Contact and the Ticket, but not in the Account, which is maintained in the Ticket.
outgoing phone call activity not saved account contact ticket , KBA , LOD-CRM-LA , Live Activity , Problem