---
schema_version: "1"
id: b29a29f010d19a6455176fb3cbff68ffc9b695e998ae6affcf4542face42af87
title: Map Reasons to Service Flows
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_map_reason_codes.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_map_reason_codes.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 61b36b627559a0ab6dd4d0d1cf95456904f336480500df9d086c9d75bc246428
description: 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.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# 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.

If the subset of reasons doesn’t appear during flow runtime, and instead all reasons are shown, check that the reasons are specified, active, and valid in your mapping configuration.

#### See Also

- [Implement Order Management](https://help.salesforce.com/s/articleView?id=commerce.om_impl_intro.htm&release=264.0.0&type=5 "Order Management can run with all Commerce products. After configuration, there are some additional steps B2C Commerce orgs must take to link their stores with Order Management.")