You would like to understand what is the Document Language field and how this field value is determined.
SAP Cloud for Customer
The Document Language is a field available in the Ticket UI, under Additional Information section of overview facet. By Default, this field personalization is hidden in the Ticket user interface.
There are 2 possible ways to determine this field value, depending on the E-Mail Channel used in the system:
- B2B - In case of B2B, the communication language of the main contact linked with the account is determined and filled as the ticket document language; For such cases, the ticket document language is auto determined on every change in the contact information of account used in the customer information in tickets.
- B2C - In case of B2C, the communication language of the individual customer is determined and filled as the ticket document language; The ticket document language is auto determined on every change in the customer information in tickets.
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