SAP Knowledge Base Article - Public

2398966 - Lead Workflow Rule Placeholders Do Not Display Individual Customer Information

Symptom

Lead workflow rule placeholders do not display Individual Customer specific field values.

Environment

SAP Sales Cloud

Reproducing the Issue

Prerequisites: You have created a Workflow Rule with BO Lead to trigger an email notification and used placeholders like First Name.

Step by step:

  1. Go to the Customers work center.
  2. Select the Individual Customers view.
  3. Open an individual customer.
  4. Make some changes in order to trigger the email notification.
  5. Open the received email.
  6. You see that the placeholder First Name is not populated.

Cause

This is the expected system behaviour.

Resolution

Lead workflow rule placeholders do not display Individual Customer specific field values.

Only Account and Contact specific field values are currently displayed.

This feature is planned to be added in one of our future releases.

Keywords

lead, workflow rule, individual customer, first name, last name, placeholder , KBA , LOD-CRM-WKF , Workflow , LOD-CRM-LM , Lead Management , How To

Product

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