3685304 - Country field not available for selection in Case Routing to Employee and Case Routing to Team

• The country field is not available for selection in the case routing criteria when configuring case routing rules.
• This issue prevents the automatic routing of service cases based on the account's country attribute.

SAP Service Cloud Version 2

1. Navigate to the User Menu.
2. Select "Settings".
3. Click on "All settings."
4. Search for "cases."
5. Review both "Case Routing for Employees" and "Case Routing for Rules."
6. No Column listed for Country

The country column has not been added using the "Adapt Columns" option in either case routing configuration.

1. Navigate to "Settings" >
2. Choose All Settings" > "
3. Search for Cases".
4. Access the "Case Routing to Team" and "Case Routing to Employee" sections.
5. Select the "Adapt Columns" option in both sections.
6. Search for "Country" in the available column options.
7. Select the desired column options for "Country".
8. Update the configuration to include the country column in the routing criteria.

Refer to:  

Configure Case Routing to Employee  

Configure Case Routing to Team

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