SAP Knowledge Base Article - Public

3307745 - How the B2B and B2C E-mail Party Determination Works

Symptom

You would like to understand how the party determination works for tickets created via the B2B and B2C e-mail scenarios.

Environment

SAP Cloud for Customer

Resolution

B2B Scenario

  • For this scenario, the party which refers to the sender of the e-mail (address) will be fetched from any unique, active Contact in the system. In case no matches are found, then the Party ID / Name will remain empty.

  • For the B2B scenario, in case no Contact is found and a Default Account has been defined in the channel, the system will use this Default Account in the ticket creation.

  • The contact information in ticket overview will be also defined in case the default account has a main contact set up.

  • If the e-mail subject has valid ticket ID, the e-mail will be threaded to ticket even if there is no contact / account maintained for the sender.

  • If no party name is found and hence matched with the sender, then the e-mail address will not be used in the Party Name field. In that case, a separate column in the list view will display the e-mail.

B2C Scenario

  • For this scenario, the party which refers to the sender of the e-mail (address) will be fetched from any Individual Customer in the system.

  • The sender is fetched as an Individual Customer / Person (which is not an Employee). If multiple entries are found, then the latest changed entry is taken into consideration.

Employee Support

  • For the Employee Support scenario, an active Employee is considered and matched with the sender address. The status of the employee will be considered, not it's validity date.

See Also

3317091 - Sender Column in Ticket Interactions is Empty

Keywords

E-mail, Email, B2B, B2C, Channel, Address, Contact, Account, Individual Customer, Ticket, Creation, Default Account, Party, Party Determination, E-mail Address, E-mail Channel, C4C, Service, Service Request, Employee Support, , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , How To

Product

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