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SAP Hybris Cloud for Service – Email Channels

Overview

For scenarios where a contact centre needs to process inbound emails and convert some or all of them to tickets, the steps below should cover the config required to do so

A contact centre should have an email address that customers can use to send service requests/complaints/compliments to. If there is a team monitoring this inbox and creating the necessary tickets in the system manually, it means there is information in two different systems – one being the email inbox and the other being Cloud for Customer (or any other CRM system).

The advantage of setting up inbound email on C4C is that all emails will lie on the mail server, but will be processed from a single place – Cloud for Customer. This means the contact centre agents do not need to work in two different systems and no information will be lost when converting the email into a ticket, for e.g. the agent might not copy all the relevant content over into the ticket or might miss an attachment sent with the email when working between Outlook and C4C manually.

All of this will remain in tact if the ticket is received in C4C and processed in the same system the ticket is created in, either by automation or by conversion.

It also allows for direct responses to the customer from C4C, again keeping all the interactions in one system

Configuration

Where detail is missing, it is available in the admin guide. This document does not serve to replace the steps in the admin guide, but to compliment those steps or config with detail that might not be clear or included in the admin guide

Step 1: Enabling Email Integration in Scoping

  • Under Scoping go to Service > Employee Support > Communication Channel – Email > Select the Checkbox

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  • Go to Questions and set as In Scope the following under Service Request Management:

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Step 2: Adding Allowed Domains for Outbound Email

  • Go to Business Config > Open Activity List > Fine Tune > Email and Fax Settings
  • Select Email and Fax Settings
  • Add the allowed Sender Email Domain for e.g. test.gov.za
  • Add the default sender address for e.g. donotreply@test.gov.za

Step 3: Add the Outbound Email Channel

If it will be required to send emails from various email channels that will be org dependent, maintain this as per Step 3 in the admin guide on the relevant org units.

Make sure the email address corresponds with the domains maintained in Step 2

Step 4: Setting Up Inbound Email Channels

You need to add the inbound e-mail addresses that you use in the system for customer interaction and for use in routing service tickets. Once an e-mail is received by the system, the original inbound address is identified (from these channels) and a ticket is created for the corresponding e-mail channel. If you implement routing rules, then the routing rules relevant for the selected channel will be distributed.

  • Go to Administration > Service and Social > Under Communication Channels select Email Addresses
  • Select NEW
  • Enter and ID and the Email address that customers will send emails to

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  • Select Inbound or Outbound or In- and Outbound (which is the default). See the admin guide for details around this choice
  • A default account can be assigned to all emails that come in with an unknown email address. This will enable the system to create the ticket anyway.

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  • If the business wants to make sure that new accounts are created for these tickets, then leave this blank. The emails received from customers that do not match an individual customer, a new Individual Customer will be created and the ticket assigned to this customer. For a contact person of a corporate account, if the email address is not recognised it will go to the Unassociated Emails list. Here the email can be analysed, a new BP can be created and the unassociated email can be converted to a new ticket where the BP can be entered as the customer. Thus ensuring all tickets are associated with customers. The unassociated email can also be assigned to an existing ticket, for e.g. if it is a follow-up email

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A B2B and a B2C channel have been set up

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Step 5: Setting Up Forwarding

Emails that come into the mail server need to be forwarded to the technical address of C4C

Log onto the mail server and set up forwarding to the technical address of C4C

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Step 6: Test

Once the config has been done on C4C and the mail forwarding has been set up on the mail server, a test can be performed

For testing purposes, the following setup was done

  • Outlook mail configured to receive the inbound email and forward it to C4C. This is the email address that customers will send support requests to
  • iMail will be used as the Individual Customer’s email address (B2C). The customer is Sally Williams

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  • Test email with description “TEST INBOUND B2C” will be sent that will become a ticket in the system for Sally Williams
  • Another test email with description “TEST INBOUND B2C 2” will be sent to simulate an email address that does not exist in the system that will become a new customer in C4C

From iMail

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Received in Outlook in customer care inbox

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Received by C4C and converted to ticket

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Ticket Opened. Can now populate necessary fields and reply to customer

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Email from other email address that the system will not recognize

Email Received in customer care mailbox and forwarded to C4C

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Email Received and Converted to a new Customer and with a ticket

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Customer record – Created by Technical User in C4C

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If the same setup is done for a B2B environment and an email is received from an unknown email address, the email will go to Unassociated Emails

Send email from email address that does not exist in C4C for any of the Contacts

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Email received in C4C and pushed to Unassociated Emails

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Can now be converted to new ticket, associated with an existing ticket or deleted

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B2B and B2C Combined Business Environment

Although many businesses are either a B2B or a B2C environment, some businesses deal in a B2B and B2C environment.

If this is the case, one cannot use the same channel for both B2B customers and B2C customers. Below is an example of what will happen

Set up forwarding to both the B2B and B2C channel

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Set up the inbound config in C4C for the B2B and B2C channels, both with the same address that is forwarding the mails

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When an email is sent to c4c@xxxxxxx.co.za it will forward one to the B2B technical address of C4C and one to the B2C technical address in C4C. Then C4C will processes the email coming in for each channel separately.

If the email came from an individual, Sally Williams (B2C), the following will happen –

One ticket will be created from the B2C channel because it recognizes the email address from the individual

One unassociated email will be created from the B2B channel because no Contact person exists with that email address under Accounts

Sent Email – iMail / Outlook etc.

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Received in C4C – Ticket Created for Sally Williams


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Received in C4C – Unassociated email for the B2B channel


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In summary, the same channel cannot be used for B2C and B2B.

The incoming email will be duplicated in the system and a ticket and an unassociated email will be created by C4C

The solution is to have a support email address for B2C and a separate one for B2B

Always refer to the latest admin guide for guidance. As explained before, this document is complimentary and is based on the experience of the users that have implemented this kind of solution, but it does not serve to replace the Admin Guide published by SAP.



10 Comments
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  • Hi Kendal,

     

    Thanks for the nice blog!! I have a question :

    I have multiple country customer support and have created around 15 email channel with default customer and assigned the same emails in org unit team(we are not using auto ticket creation). Also maintained the forwarding to B2B/B2C technical CODxxx email id, now problem is that I want to route the email to respective org unit team and for this I have maintained the Org work distribution but unfortunately when I check Activity–>Email–>my email OR my team email then it doesn’t display the emails, only All emails are being displayed.

    Let suppose I have email channel support@xyz.co.uk(org team1, employee1) and support@xyz.co.us, now if email is forwarded on support@xyz.co.uk and i login with employee1 then it should display under Activity–>Email–>my email OR my team email, may be under service–>un-associated emails–>all my emails.

    Plz advise.

    Nitin

  • Hi Kendal, until some weeks ago, in our QA tennant we had this running. Today I went for a new test but got this message:

     

    Your message to cod.b2b.servicerequest@my338612.mail.crm.ondemand.com couldn’t be delivered.
    Security or policy settings at my338612.mail.crm.ondemand.com have rejected your message.

     

    I appreciate any leads to solve it, it seems that is on the C4C side.

     

    Best regards

    • Hi Gustavo Adolfo Arias Masis, I would suggest going to the Security Guide (admin documents) and seeing if it addresses this. I know most of it addresses outbound scenario, but maybe inbound. Alternatively raise an incident with SAP with this same screenshot.

      I am assuming you’re getting this in an email as a response to the test email you’re sending to the system? Something you might want to look at is MIME types, maybe not allowing something in your message to come in. If you raise it with SAP send it to them with the actual email you sent including any attachments if there were any. They should be able to tell you what it is or find out from the 3rd party provider what is causing this as I believe the email servers are with a 3rd party, not SAP themselves.

      Also, if you’re saying it was working a few weeks ago, remember we had an upgrade to 1905 release a few weeks ago too.

      Sorry I can’t help more than that

      Regards,

      Kendal

  • Hi Kendal,

     

    When customer specify two email addresses in their mail in To (Or in Cc) Section. SAP C4C creates two separate emails with two separate tickets (Duplicate tickets). There is office 365 present in between Customer and C4C. Office 365 generates two emails when customer specify two email address in To or CC section. O365 forwards same mails to C4C and C4C generates two duplicate tickets.

    Pleas suggest solution in this case where C4C should not create duplicate ticket for duplicate emails.

    Regards

    V

     

  • I notice in my email configuration for this, you can only set email but not the display name of the email address. Is there a place to set an email display name so when customers get a response it not only says email@company.com but says Customer Service <email@company.com> ?

     

    • Hi Simon Cheng

      Not that I am aware of. This is a setting that is applied on the mailbox itself as far as I am aware, which we don’t have access to in C4C (unlike Outlook for example where you can)

      Kendal

  • Hi @kendal.evans1,

    is it possible to set up the system so that for one email channel for a specific domain the tickets are not created automatically and another email channel / email domain the tickets are created automatically?

    So I have the case that we use inbound (ticket creation automatically and mail synchronization to existing tickets) and outbound communication for all our email channels currently. Now, the requirement is that a new email channel should be added but for this one there should NO tickets be created automtically, but the incoming mails should be synchronized to exisiting tickets.

    Is this possible?

    I assume that it’s not possible if the setting for automatic ticket creation is in the business configuration project – so for the whole C4C tenant and not specific for an email channel. But just to double check…

    Thanks & regards,

    Deborah

    • Hi Deborah Albrecht

      Your last assumption is correct

      Also, the ability to link the email to a ticket in the system is dependent on a reference in the subject – it needs the ticket ID in ( ) or [ ]

      That indicates to the system that it needs to be referenced against the ticket number inside the brackets. So I’m not sure how you would have an inbound channel that knows which ticket to assign it to – even customer email address won’t work because a customer can have multiple tickets open at the same time.

      The only circumstance that it will come in and not create a ticket is a scenario where it ends up in unassociated emails

      Regards,

      Kendal

       

  • Hi @Kendal Evans

    Is it possible to let a specific team to be responsible to reply on the email through the outbound channel, can we make a restriction for this team only and all other employee can just read the interaction between the customer and the team?