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New Ticket Individual Customer tagged as Microsoft Outlook

Hi,

We are currently enabling email management in C4C, we have configured email redirect from our generic mailbox info.xxxxx@xxx.xxx to cod.servicerequest@myxxxxxx.mail.crm.ondemand.com, when we send an email to info email address it is redirected to C4C and automatic ticket is created as expected, however, the Individual Customer is picked up as Microsoft Outlook and not the actual sender email.15-apr-18-6-31-12-pm.jpg

Regards

Srikanth

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1 Answer

  • Best Answer
    Apr 16 at 05:44 AM

    Hi Srikanth,

    It seems like you have directly redirected the info e-mail address via MS Outlook forward option to our technical e-mail address. If yes, this has to be corrected and all e-mail forward has to be done in server level. Please refer to the blog

    https://blogs.sap.com/2016/09/19/email-response-management-in-c4c-part-1-cloud-for-service-expert-corner/ for more information on e-mail integration.

    Regards,

    Sandeep

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