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No customer creation for email

Posted on Dec 14, 2016 at 08:22 AM 323 Views

Hi pros,

Why there is no automatic ticket creation for b2b_email chanel cod.b2b.servicerequest@my308071.mail.crm.ondemand.com?

I did the following:

1. Created two communication channels

a. b2c_email for cod.servicerequest@my308071.mail.crm.ondemand.com

b. b2b_email for cod.b2b.servicerequest@my308071.mail.crm.ondemand.com

2. Created 3 routing rules:

a. Organisational work destribution - "B2B rule" for channel b2b_email

b. Organisational work destribution - "B2C rule" for channel b2c_email

c. Employee work destribution - "Chanel type is email" for all email channels

3. sent emails to cod.servicerequest@my308071.mail.crm.ondemand.com which resulted in automatic creation of tickets and customer since one of the emails was sent from an email adress not known to C4C

4. sent emails to cod.b2b.servicerequest@my308071.mail.crm.ondemand.com which resulted in 3 unassociate emails and no customer or ticket creation

Best regards,

Nadezhda Rukavishnikova

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    author's profile photo Jameel Qureshi
    Jameel Qureshi
    Posted on Dec 14, 2016 at 01:34 PM
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    Hi,

    For a B2C scenario, C4C will always create a Ticket even if you do not have an Individual Customer available in the system. This is because you could be receiving an email from a new Customer.

    For B2B scenarios, the systems checks for two things -> is there a contact with this email address in the system? and is this contact assigned to an Account. Let me put that into Context, I work for SAP so in a C4C system; SAP would be the Account and I would be a contact that works for SAP. If those two details exist, a ticket will automatically be created. Otherwise it goes into Unassociated Emails. Don't forget for a B2B scenario, you are not working with an Individual Customer object anymore, rather it is the Account BO.

    Hope I explained that well.

    Regards,

    Jameel

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 14, 2016 at 01:55 PM
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    Hi @jameel.qureshi,

    Thank you for explanation.

    Best regards,

    Nadezhda Rukavishnikova

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 19, 2016 at 05:45 PM
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    Please see this blog series in order to learn about Email Response Management in C4C:

    https://blogs.sap.com/2016/09/19/email-response-management-in-c4c-part-1-cloud-for-service-expert-corner/ https://blogs.sap.com/2016/10/03/email-response-management-in-c4c-part-2-cloud-for-service-expert-corner/ https://blogs.sap.com/2016/11/30/email-response-management-in-c4c-part-3-cloud-for-service-expert-corner/

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