SAP Knowledge Base Article - Public

3247365 - How to Enable the E-mail to Case Scenario


You would like to understand what is necessary to enable the e-mail to case scenario.


SAP Service Cloud Version 2


To enable the e-mail to case scenario, as an administrator, you need to first decide which e-mail support addresses will be exposed to your end customers or employees, so that you have your own mail box to use as a channel.;

Next, it is required for an administrator to configure the e-mail channels, following 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. Here, you can create a new email channel and adjust the configured as per the business needs, selecting Case as the Object for the channel and the Type of case to be created.

Last, but not least, in your e-mail service provider or mailbox, it is required to configure the e-mail forwarding to the technical address of the SAP Service Cloud Version 2 tenant.

Once the forwarding is configured, then you can verify the e-mail channel and start using it in the system.


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SAP Service Cloud Version 2 all versions