Escalation matrix for a particular site code CIC, action profile

[Former Member]

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.

[VishnAndr]

Hello Tarun,

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

[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.