SAP Knowledge Base Article - Public

2635924 - Sales Support Block Functionality

Symptom

It is desired to know how the Sales Support Block checkbox works at Header Level as well as in the Sales Data facet of an Account

Environment

SAP Cloud for Customer

Resolution

Sales Support Block at Header Level:
When the Sales Support Block is enabled at the Header Level, users are restricted from creating any Leads, Opportunities, Visits, or Activities for the Account. This block applies globally to the Account, regardless of the sales data configuration.

Sales Support Block at Sales Data Level:
When the block is set at the Sales Data Level, it restricts the creation of documents only for the specific Sales Organization, Distribution Channel, and Division combination where the block is maintained.

For example:
If the block is set for Sales Org A / Distribution Channel B / Division C, any attempt to create a sales document with this combination will be prevented, and the document cannot be saved.

Ticket Creation Behavior:
In both scenarios (Header Level and Sales Data Level), if a Sales Support Block is active, Tickets cannot be created for the Account. This is because incoming Emails are treated as Activities in the system. To allow ticket creation, no Sales Support Block should be maintained at either level.

Additionally, if an Account contains multiple Sales Data records (for example, more than one Organizational Unit), the system assigns one of these records during transaction creation. The assignment is non-deterministic, meaning there is no defined or predictable logic governing which Sales Data record is selected. To ensure predictable behavior in this scenario, maintaining only one Organizational Unit in the Sales Data is recommended.

Integration with ERP/CRM:
In case of integration with ERP/CRM, such blocks are replicated to C4C.

That is why the system does not instantly prompt the error message ("Sales Support block set for...") while trying to create a new sales document or Activity since it is waiting to check it against the sales data combination.

Also, once the Account has Sales Support Block enabled, the Account it will be not visible in UI. Only if using advanced search and selecting the Sales Support Block flag to search for the desired Account.

It is possible to unflag the Sales Support Block, by following:

  1. Navigate to the Customers work center.
  2. Open the Accounts view.
  3. Select the relevant Account (e.g., Account 123).
  4. In the Header, locate and deselect the Sales Support Block checkbox.
  5. Go to the Sales Data facet.
  6. For each relevant Sales Data entry, uncheck the Sales Support Block if present.

Keywords

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Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions