Map Reasons to Service Flows

Reduce the time and effort it takes to service orders by only showing reasons relevant to the current service flow. For example, when a Customer Service Representative (CSR) processes a return, they only see the return-related reasons in the reason picklist. Up to 2000 reasons can show on each flow’s reason picklist.

1. In App Launcher, find and select Order Change Reason Category Mapping.
2. Click New.
3. In the Category dropdown, select a service flow.
4. In the Reason dropdown, select a reason.
5. If your org runs B2C Commerce or an external, non-Salesforce platform, enable the mapping for external users.
6. Choose whether to activate your mapping and then click Save or Save & New.
7. Repeat steps 2 through 5 for each flow.