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How to automatically assign product and category on a ticket creation in C4C from incoming email

Feb 26, 2018 at 07:58 AM | 95 Views | Last edit Feb 27, 2018 at 12:03 AM 2 rev.

Hi Team,

I created a ticket in C4C using an incoming email.

But the product and category is not updated in the ticket.

Is there any way i can automatically update the product/serial number in the ticket mentioned in the email?

Or from account the product information can be populated here?If Yes, How?

Please help.

Thanks,

Shikha

ticket-creation.png (11.8 kB)
C4C Cloud for Service
SAP Cloud for Customer | c4c core
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1 Answer

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    Paula Fellner
    Mar 02, 2018 at 12:15 PM

    Hi Shikha,

    You can enable the following scoping question under Service - Customer Care - Service Request Management:

    Enable SAP HANA text analysis to automatically assign a product to a ticket during ticket creation ?

    Regards,

    Paula

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