2900047 - B2B Inbound Email Does Not Create Service Ticket

You configured your B2B Channel in Cloud for Customer system, however, tickets are not getting created when sending e-mails to the defined address.

SAP Cloud for Customer

1. Navigate to Administrator work center.
2. Navigate to Service and Social work center view.
3. Click e-mail Address.
4. Select the B2B address.
5. Click Edit.
6. Confirm that all details are maintained accordingly.
7. Send an e-mail to the defined B2B address.
8. See that tickets do not get created.

The question Do you want to support e-mail channels for corporate accounts? is not scoped the system business configuration.

To scope the question, follow the steps below:

1. Navigate to Business Configuration work center.
2. Navigate to Implementation Projects work center view.
3. Select the company project.
4. Click Edit Project Scope.
5. Navigate to step 4 - Questions.
6. Expand the scoping element Service.
7. Expand the scoping element Customer Care inside Service.
8. Select the scoping element Service Request Management.
9. Look for the section E-Mail Options for B2B Scenario in Service Cloud.
10. Scope the question Do you want to support e-mail channels for corporate accounts?

Once this quesiton is scoped, the new incoming e-mails should be converted to tickets.

B2B; E-mail; Inbound; Service; Ticket; Service Request; Scoping; Business Configuration; C4C; , KBA , LOD-CRM-SRP , Service Request Processing , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions