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 End users can access the Customer Hub screen in Agent Desktop in two ways: manually by performing a customer identification via Agent Desktop, or automatically when an incoming phone call from a known customer is accepted. The Customer Hub screen provides a comprehensive view of the customer’s profile, interactions, cases, and registered products. It also allows end users to create new cases, tasks, or activities for the customer. To access the Customer Hub screen manually, end users need to enter the customer’s phone number, email, or name in the search field and select the customer from the search results. To access the Customer Hub screen automatically, end users need to enable the automatic customer identification feature in the Agent Desktop settings. This feature will display the Customer Hub screen for the incoming phone call if the caller’s phone number matches a customer record in the system. References = Solution Guide for SAP Service Cloud Version 2, section “Agent Desktop” and “Customer Hub”

Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user’s organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer

When configuring a new email channel in SAP Service Cloud Version 2, administrators havethe ability to maintain several key parameters to ensure the proper setup and functioning of the email communication channel. The "Channel type" parameter is fundamental, as it defines the nature of the channel being configured, in this case, specifying it as an email channel. The "Channel email ID" is another crucial parameter, identifying the specific email address associated with this channel, through which incoming and outgoing communications are routed. Lastly, the "Default account" parameter is essential for defining the default system account or user that will be associated with emails received through this channel, ensuring that emails are correctly routed and managed within the SAP Service Cloud system

The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process