Customer Identification in SAP Service Cloud

When Communication Panel is embedded in SAP Service Cloud, Business Partners can be identified from the Service Cloud data. Communication Panel sends the source address information for identification when conversation is offered to an agent.

Communication Panel provides the source address in the following format:

• In case of a telephone call or an SMS message, the phone number is provided.

• in case of Facebook message, the format is FacebookID@facebook.com.

• in case of WhatsApp message, the format is phonenumber@whatsapp.com.

• in case of Telegram message, the format is phonenumber@telegram.com.

• in case of Viber message, the format is phonenumber@viber.com.

To create a business partner, see Service Cloud documentation for information. You may need to create a business partner separately for each conversation channel.