What is 'deflect' in SAP CS - Customer Service?

deflect - Overview

• Component: CS

• Component Name: Customer Service

• Description: The act of sending an inbound call to another extension or queue without answering it.

deflect - Details

• 
  Key Concepts: 
  Deflect is a feature in SAP Customer Service (CS) that allows users to quickly and easily redirect customer inquiries to the right department or person. It is designed to help streamline customer service processes and ensure that customers get the help they need in a timely manner. 
  
  How to use it: 
  To use Deflect, users must first set up the system with the appropriate departments and personnel. Once this is done, users can then select the appropriate department or person when a customer inquiry is received. The inquiry will then be automatically routed to the correct department or person for resolution. 
  
  Tips & Tricks: 
  When setting up Deflect, it is important to ensure that all departments and personnel are correctly identified so that inquiries are routed to the right place. Additionally, it is important to regularly review and update the system as needed to ensure that it remains up-to-date. 
  
  Related Information: 
  For more information on Deflect, please refer to the SAP Customer Service documentation. Additionally, there are several online resources available that provide helpful tips and tricks for using Deflect effectively.