SAP Knowledge Base Article - Public

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.


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SAP Service Cloud Version 2 all versions