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Email Channel - forwarding

Dear all,

I have to configure email channel under a particular requirement.

The customer service agent should receive a customer email in his/her email box, then he/she decides if creating a ticket by forwarding the email to c4c.

How can I set up the email channel in this sense? I'm not sure that the best practice in the admin guide suits to this particular frame.

Should I create a custom channel?

I am really concerned with this issue.

Any suggestion?

Thanks

Rosalia

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1 Answer

  • Posted on Nov 17, 2015 at 09:42 AM

    Hi Rosalia,

    There are 2 ways that I can think of on how you can achieve this:

    1. Do not set up the mail relay in your mail server as this is what automatically forwards the email to c4c.

    When you create the channel as well, make sure to enter the email address as the technical address itself and not your company mail. So the scenario will be as follows:

    1. Customer sends mail to service@abc.com(your company's email address).

    2. User receives this in their inbox.

    3. User reviews this and forwards mail to the technical email address i.e. cod.b2b.servicerequest@[tenant].mail.crm.ondemand.com

    This will create a ticket in C4C.

    The problem with this is that the agents will have to manually keep changing the customer name in the ticket as it will create with the agents name. And when they respond to the customer, the mail address will show as the technical address and not your company's address.

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    • [cont...]

      The second method is that maintain the email channel the same way as shown in the admin guide but have 2 company email addresses of which only one will be given to your customers. The scenario will be this way:

      1. Customer sends mail to service1@abc.com(your company's email address).

      2. User receives this in their inbox.

      3. User reviews this and forwards mail to the second email address i.e. service2@abc.com (this is the one configured into the system)

      This will create a ticket in C4C.

      The agent will still have to change the customer for evry ticket in this case too. But atleast when the respond from C4C, the customers will see your company's email address and not the C4C technical one.

      Probably some customization can be done such that C4C picks up the customer's email id rather than your company's. Then this issue can also be eliminated.

      Hope this helps.

      Regards

      Preethi

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