Question Re: C4C - Sales Organization Determination for Service Ticket in CRM and CX Q&A

C4C - Sales Organization Determination for Service Ticket

MiguelEsteva — Mon, 27 May 2019 17:06:50 GMT

Hi Guys,

It's so very confusing how the sales organization of a service ticket is being determined.

We have 2 scenarios with the null sales organization. (Both scenarios has an employee assigned.)

The ticket has no team but with an account with sales data.
The ticket has no account linked but with team assigned.

Below scenario determined sales organization:

The ticket has an account with no sales data but has assigned into a team.

Can you please advice on how the sales organization determine in the service ticket?

Your help is highly appreciated.

Re: C4C - Sales Organization Determination for Service Ticket

stefaniemoschke — Tue, 28 May 2019 06:38:32 GMT

How the sales org in tickets is determined depends on your settings done in scoping.

So please check share the setup of your scoping questions regarding sales data in tickets.

Re: C4C - Sales Organization Determination for Service Ticket

MiguelEsteva — Tue, 28 May 2019 07:09:16 GMT

Hi Stefanie,

Thanks for the feedback.

But can you guide me where specific in scoping you are referring to?

I've checked the below scoping question but it's not activated in our system.

Service - Customer Care - Service Request Management > Do you want to enable users to default and specify, per ticket, a predetermined combination of sales organization, distribution channel and divison?

Thanks in advance!

Re: C4C - Sales Organization Determination for Service Ticket

former_member837405 — Thu, 03 Nov 2022 07:41:42 GMT

I'm having the same issue kindly let me know how you were able to solve this?

Thank you!

Re: C4C - Sales Organization Determination for Service Ticket

cc4f00ba-6b54-403d-bf1c-3 — Mon, 30 Jan 2023 12:05:08 GMT

Hello Miguel,

Not sure of how your tenant has its determination defined but there's a way of creating a Workflow Rule to help you achieve the assignment you want.

1) Go to Administrator > Workflow Rules

2) Choose the object as Ticket (Section: 'Enter Basic Data') and Team = (empty):

3) Choose 'Rule Update'

See if it helps.

Thank you,

Gabriel