We are trying to locate standard options for the source field within a ticket such as Email, Social media, chat etc. Could you please direct where it can be found within the business configuration in C4C?
There is no scoping as such within Business Configuration where you can configure the Source field to be displayed on the UI.
When creating a ticket manually, system will display only 4 entries in the dropdown of the Source field of ticket:
Manual data entry
Telephony
Fax
Letter
The Source field in the ticket is set based on the channel through which the ticket gets created. When creating ticket from UI, it is set as 'Manual'.
For CTI scenario, where customer calls via phone to C4C the agent would be able to create Ticket with Source 'Telephony'.
All other types are not available to be set from UI, since it is related to the other channels like (Chat, E-mail, Internet, Messaging or Social Media).
Sure, I will do that. Just a question before I close this query. Since you mentioned that the source is standard and is based on the channel from which it is created, is it possible to create/ configure a (customized) channel? I can see that we can create channels for social media as well as for Email. I am looking to create channel for source 'Internet'. Not sure if that is configurable? As that will resolve our issue.
Bluesky
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