In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]