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SAP Knowledge Base Article - PreviewSymptom
- Cases created through specific email channels are not routed to the correct departments per the "Case Routing to Team" settings.
- For example, an email sent to "myemailchannel@company.com" does not result in the case being assigned according to the configured routing rules.
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Environment
- SAP Service Cloud Version 2 1.0
- SAP Sales Cloud Version 2 1.0
Keywords
SAP Service Cloud, Case Management, Case Routing, Email Channel, Department Assignment, Autoflow, Manual Change, Case routing Email channel configuration, Case assignment to teams, Party Schema configuration, Business rules for routing , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem
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