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Problem While Organizing Work Distribution Durring E-Mail Integration Process

Dear All.

I'm integrating C4C E-Mail channel for the 1st time and despite staying aligned to the Guide some problems appeared.

Namely, in the last step of configuration - Defining Work Distr. Rules - cannot pick the "Org. Unit Responsible" (no records).

Of course Organizational Structure exists and is activated. Also propoer features in scoping process are selected.

What seems to be amazing for me in Employee Work Distr. workcenter I can choose any Service Agent.

What could be wrong here?

Does Work Distribution Status (Defined/Global Assignment) is significant here?

Please kindly, share with some possible solutions with me.

Thanks in advance


Former Member
Former Member replied

As suggested by Hong, you need to do two things

1. Activate the "service" scope on your tenant in Business Configuration

2. Define certain orgs to be "service organization" in Administration -> Org Structures

3. Refresh and go back into Work Distribution and the Service Orgs will appear

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