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Confirmed account not getting changed when editing a Lead in CIC

Jan 22 at 11:07 AM

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Former Member

Hi guys,

I have confirmed an account and contact in IC role and have navigated to the Inbox and searched for the Leads. From the list of leads available, I have selected one lead and tried to edit that lead. On editing the lead, this lead's account has to be confirmed in the message box, but, this doesn't happen.

Can you please suggest?

Regards,

Pradeep.

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1 Answer

Sigrid Wieshofer
Jan 23 at 03:19 AM
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HI Pradeep,

The account info box in the context area shows the confirmed account. If you confirm an account then you need to press END before processing the lead. Otherwise the system assumes that the edited lead is somehow related to the customer interaction with the earlier confirmed account and will link it to the interaction record of the first interaction.

Only the user knows if the lead belongs to the first interaction (confirmed account) - therefore it is important that the agent understands that he needs to press END as soon as the interaction has ended before switching over to another task .

See also blog https://blogs.sap.com/2014/09/16/tracking-customer-interactions-a-new-feature-and-end-is-your-friend/ for some background info.

Best Regards,

Sigrid

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