SAP Knowledge Base Article - Public

2408171 - E-mail Channel Creates an Individual Customer of type Prospect

Symptom

You have an e-mail channel configured with a Default Account, and Individual Customers are being created from inbound e-mails.

Reproducing the Issue

  1. Go to the Customers work center.
  2. Go to the Individual Customers view.
  3. See that an Individual Customer has been created from an inbound e-mail to a B2B channel.

Cause

One Individual Customer of type Prospect is created for the address that is used as the channel address. The Individual Customer is created when the first email for that channel comes into the system. In case there are no incoming emails for that channel, the record should not appear.

Resolution

This is the system expected behaviour.

If you do not wish to have these records shown in the Individual Customers view, a filter can be put on the Type column.

If you do not wish to support e-mail channels and create Accounts for Individual Customers (B2B and B2C), follow the steps below in Business Configuration:

  1.  Edit the Project Scope of the current project.
  2. Go to Step 4: Questions.
  3. Expand Service.
  4. Expand Customer Care.
  5. Click in Service Request Management.
  6. Scroll down to E-Mail Integration with Service Request Management with Individual Customers.
  7. Untick the bock for question "Do you want to support e-mail channels for individual customers?".

See Also

Set Up and Configure Communication Channels

Keywords

KBA , prospect , inbound , b2b channel , individual customer , email , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-EMP , Employee , How To

Product

SAP Business ByDesign all versions ; SAP Cloud for Customer add-ins all versions