No customer creation for email

[Former Member]

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

[former_member145911 · Accepted solution]

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

[Former Member]

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

[Former Member]

Thank you!

[former_member201769]

Thanks For these information.Need your help for below mentioned thread also.

https://answers.sap.com/questions/89688/index.html

[Former Member]

Hi jameel.qureshi,

Thank you for explanation.

Best regards,

Nadezhda Rukavishnikova