SAP Knowledge Base Article - Preview

3608047 - How to Auto-Assign Account and Processor for Email-Created Cases

Symptom

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Business requires automation when creating cases from an email channel, specifically:

  1. Case creation should occur upon receiving an email.
  2. The account should be auto-assigned based on the email sender (contact person).
  3. The processor (employee responsible) should be automatically determined and assigned based on the account.


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Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0 

Keywords

case creation from email, auto assign account, case processor assignment, email channel case type, business rules routing, SAP Service Cloud V2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

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