Hi SAP C4C Experts!
I'd neet some support on the following issue:
The requirement is to implement a button to the live activity, so that as soon as an inbound call arrives, the agent is able to click a (customized) button that serves as a shortcut for adding a reference to an existing ticket. Yet, the standard approach is to open a ticket, navigate to the activities there and subsequently adding a reference of the current inbound call via ID (see attachment). This is required to be shortened by the demanded button.
Does anybody has a kind of best practice or tips on how to approach that issue? Maybe some hints on the required BOs and inherent actions?
Thank you very much in approach and best regards
Bastian