Support Technical e-mail address in BCC

[former_member114525]

Hello community,

Is anyone able to give more information about Support Technical e-mail address in BCC coming with the 1902 release?

I'm not sure I understood what this functionality will bring along.

Kind Regards,

Ivan

[sandeephebbar · Accepted solution]

Hi Ivan,

Prior to 1902 release, mail sent keeping C4C configured email channel in BCC were not shown in C4C and there used to be an error in WSMM.

As mentioned in 1902 release note, with the changes now

▪ Support technical email address in BCC

▪ Emails that are forwarded as BCC are in the Unassociated email list

▪ Manual conversion of email to Ticket

Key Business Benefits

▪ Companies working in an outlook or other mail systems can keep a record in SAP C4C

Regards,

Sandeep

[former_member114525 · Accepted solution]

Hi Sandeep,

Do you know if this can be activated for employee support?

Many thanks,

Ivan

[sandeephebbar · Accepted solution]

Yes, this is activated for employee support as well.

Regards,
Sandeep

[sandeephebbar · Accepted solution]

Sorry Ivan, cross checked. Currently this feature is activated only for B2B scenario.

Regards,
Sandeep

[former_member114525]

Dear sandeep.hebbar2

Thank you very much for your help! Would you be so kind to help me to enable the function in Employee Support, as you mentioned it is activated for that too?

Many thanks,

Ivan

[sandeephebbar]

Apologies, this feature is currently activated only for B2B channels and under Service-> Customer care, you need to scope the question "Allow E-Mail Channels in BCC for B2B Scenario in Service Cloud"

Regards,

Sandeep

[former_member114525]

Dear Sandeep,

Are you referring to mail sent keeping C4C technical address in BCC from Outlook, or sent from C4C directly?

I've tested several times by putting the technical C4C email address in BCC when sending an email from Outlook, but the email never reaches C4C.

Kind Regards,

Ivan

[sandeephebbar]

This feature is for incoming emails. You need to keep email address which is maintained as email channel in the C4C system

Regards,
Sandeep