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"