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Former Member

Escalation matrix for a particular site code CIC, action profile

We need to create a seperate escalation matrix for CIC which should be different from what we have implemented in other 4 sites.

Is there any feasability in Sap crm to target a particular site code  XYZ  under action profile  or any available sap note.

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1 Answer

  • Jan 05, 2015 at 07:50 AM

    Hello Tarun,

    your question is very unclear. Please clarify what you have and what you need.

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    • Former Member

      Hi Andrei,

      we are into handling multi brands at one place. so the brands which are alligned to us have a common cse role in web ui and follow same escalation matrix for all brands.

      But recently, requitement has come from a client that they want a new escalation matrix  for a particular brand as they run their call center and want a different escalation matrix for their site., they have a cic site code and want escalation will be triggered to it.

      we have given a site code to all the brands in ppoma_crm. but we are unable to find a  site code option in Action Conditions. so we can target a particular site for a new escalation matrix.