SAP Knowledge Base Article - Preview

3380040 - Customer Hub - Email from also shows the one defined for Case


  • Email "From" Field displays both Case Object and General Object emails in Agent Desktop.
  • Customer's setup includes defined email addresses for 'case' and 'general' objects in email channels.
    • When confirming a customer in Agent Desktop, a business user can email the customer, but the 'From' field displays the 'Case' email as well.
    • Your expectation is to see only the email address set up for the 'General' object, not the case or any other e-mail channel that does not have the object type=General.



  • SAP Service Cloud V2
  • Agent Desktop


SAP Sales Cloud and SAP Service Cloud Version 2 1.0


Email channel, From, AD, Object Type , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem

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