SAP Knowledge Base Article - Public

2765238 - Routing Rule Does Not Assign Tasks and Survey Based in the Sub Unit


You have an Activity Planner configured to assign Tasks and Surveys based on the Organizational Unit XYZ (XYZ represents the name of the Organizational Unit), however, the Account XYZ (XYZ represents the name of the Account) is assigned to a higher level of the maintained Organizational Unit configured in the Routing rule and you expect the system to consider and assign the desired Tasks and Surveys.


SAP Cloud for Customer

Reproducing the Issue

  1. Go the Activity Planner work center.
  2. Click on the Activity Routing Rule.
  3. Open the Activity Routing Rule XYZ (XYZ represents the name of the Routing Rule).
  4. Go to the Organizational Unit facet.
  5. Click on Add.
  6. Select the Organizational Unit XYZ.
  7. Go to the Conditions facet.
  8. Add a condition to be assigned based on the Account XYZ.
  9. Save.
  10. Go to the Customer work center.
  11. Click on Accounts.
  12. Search for the Account XYZ (the same Account as you maintained as condition in the Routing Rule).
  13. Open it.
  14. Go to the Sales Data facet.
  15. Click on New.
  16. Add the Organizational Unit that is located in a higher level related to the one maintained in the step 7.
  17. Save it.
  18. Go to the Visit work center.
  19. Click on Visits.
  20. Click on New.
  21. Select the Account you maintained as a rule in the Activity Planner.
  22. Save and Open.
  23. Result: Tasks and Surveys does not get assigned into the Visit as per the Routing Rule configuration.


Activity Planner does not consider higher level of an Organizational Unit as a reference to assign the desired Tasks and Surveys.


This is current system behavior, There are two influences ideas open under review of Product Management, Please vote in the following links:

Product Management wants to review the overall demand for this functionality.

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Activity Planner ; Organizational Unit ; Parent Unit ; Routing Rule , KBA , LOD-CRM-ACT , Activities , LOD-CRM-ACT-ROT , Activity Routing , LOD-CRM-PM-SLS , C4C Product Management - Sales , How To


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