Service Cloud C4C

[former_member451927]

Dear experts,

we had activate the service cloud in C4C. In the first step we just implemented this solution to creating tickets in c4c. In the next step we need to create order from a ticket. But this is not possible. Our customer doesn`t work with leads, quotes or opportunities. So they can`t follow the standard process in C4C to create a order.

One solution is to create a order directly from the customer. In first case this would solved our problem. But in this case we have the challenge that the consumer/individual customer shoudn`t saved in ERP. They are only saved in C4C. So we get error messages when we try to create an order, because the customer isn`t in ERP. One solution was to use the CPD Inland Customer to transfer this order to ERP. But here we have the problem that the adress data for example Name, Street, Postcode etc., doesn`t viewed in the ERP order. But we can see that the data was transfered to ERP. This is to see in the IDOC. But in the Order we get the message "no adress is filled".

Must we customized something in the PI oder ERP? Is it possible to create a order directly from the ticket? Do you have any experience in similar cases? And if yes, how you solved this problem?

I`m very grateful to get a feedback from you.

Best regards,

Filiz

[ViswajithM · Accepted solution]

Hi Filiz

Creating a Order out of Ticket is a feature we are currently developing. It should be available if all the testing and validation goes fine.

However, in your use case if the tickets are also getting created for the same customers, won't you have the issue when replicating the follow-on orders into ERP? How is it different?

Regards

Viswa

[former_member451927]

Hi Viswa,

many thanks for your Response. This are good news! Nice that SAP is developing the feature to create order out of a ticket. But until then a Need a interim solution. This is to create a order out of the individual customer and use the cpd Inland customer to maintain the customer adress. This Information must transfer to ERP with the maintained adresses. But currently all adress fields are empty. Maybe our PI-Team can maintain the Interface to Transfer the data correctly. I mean the adresses in involved parties. This are only empty fields in ERP when i Transfer this c4c order.

thank you very much!

Best regards,

Filiz