Can we use Sentiment Analysis result for Ticket Routing?

[Former Member]

Hello experts

Tickets, especially from Social Media like Fb and Twitter, shows Sentiment Analysis, such that if certain keywords e.g. "like" or "interested" are mentioned, C4C ticket shows a smiley face.

With our current project, one of the requirements was to create a "sad face workflow", wherein if Sentiment Analysis is either Negative or Strong Negative, ticket should be routed to a level 2 service Team via the new Ticket Routing Rules configuration.

Unfortunately, the Ticket Routing configuration doesn't allow us to add the Sentiment field. Can we really not create our custom logic based on the Sentiment? Or am I just missing configuration?

Thanks

[nish_murthy · Accepted solution]

Dear Denmar,

Hope you are doing well.

Currently, there is no option to route Tickets based on the result of Sentiment Analysis. Please raise this as a new requirement with the use-case mentioned above on our official channel for new requirements and enhancement requests - SAP Hybris Cloud for Customer Influence Site: https://influence.sap.com/SAPCloudforCustomer

Our Product Management evaluates the requests posted here and would add them to our product backlog for upcoming releases of SAP Hybris Cloud for Customer.

We appreciate your valuable feedback to improve the product.

Kind Regards,

Nishanth Murthy