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SAP Knowledge Base Article - PublicSymptom
You would like to understand how the query All My Team's E-mails works in Cloud for Customer system.
Environment
SAP Cloud for Customer
Resolution
The query results depends on the data setup for the e-mail channels and organizational unit, as it currently shows all e-mails which are sent to a channel, where this channel address is also maintained as the e-mail address of the agent's Organizational Unit / Team.
Below, we can see the following example:
- Org1 has e-mail address org1@company.com
- Org2 has e-mail address org2@company.com
An agent who is assigned to Org1, will see all e-mails sent to org1@company.com, while the same works for Org2 agents, which will be able to see all e-mails sent to org2@company.com, no matter the reason for the e-mail to be considered unassociated in the system.
Keywords
Unassociated E-mails;E-mails;Query;Team;All My Team's E-mails;C4C;Service;Cloud for Customer; , KBA , LOD-CRM-SRP , Service Request Processing , How To
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