3247300 - How To Create an Email Channel for Cases in SAP Service Cloud Version 2

You would like to understand how to create an email channel for case management.

SAP Service Cloud Version 2

First, you need to follow the steps below:

1. Navigate to your user profile on the top-right corner of your screen.
2. Click Settings.
3. Navigate to All Settings tab.
4. Click Channel Settings, under Email.
5. Click +.

At this point, you can enter the details of the email channel:

• Channel Name.
• Channel Email.
• Display Name, which corresponds to the user friendly name that will be displayed instead of the e-mail address in the system.
• BCC for Outbound Emails, where you can specify if you would like that a copy of the e-mails go to an address added in the BCC.
• Object, which corresponds to the specific object in the system the channel will be used for, for example, Cases.
• Type, which corresponds to the specific type of Case this e-mail channel will be used in.
• Default Account, which corresponds to the Account that will be set in the Case, if no Business Partner is found in the system based on the sender e-mail address.

Once all details are adjusted, you can click Save and further activate the email channel for usage.

Case, Email, Channel, Channel Settings, Name, Channel Name, Channel Email, Default Account, Type, Object, BCC for Outbound Emails, SAP Service Cloud Version 2, , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-CHN , Channels for SAP Sales/Service Cloud , How To