SAP Knowledge Base Article - Public

3433341 - Resolving Email Blocking Issue in SSCv2 Due to DMARC Configuration

Symptom

  • Users experience email blocking from mail channels in SAP Service Cloud Version 2 (SSCv2).
  • The issue arises due to a DMARC (Domain-based Message Authentication, Reporting, and Conformance) problem.
  • Specifically, emails sent from Amazon SES using a custom domain are being blocked.

Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Cause

  • DMARC (Domain-based Message Authentication, Reporting, and Conformance) policies are configured to enforce strict email authentication measures.
  • When emails are sent from Amazon SES using a custom domain, they fail to meet the DMARC policy requirements.
  • The DMARC policy settings result in the blocking of emails sent from the custom domain via Amazon SES.

Resolution

Please follow the steps outlined in the Support for Custom MAIL FROM Domain help portal documentation.

Keywords

  • SSCv2
  • SAP Service Cloud Version 2
  • Email blocking
  • DMARC issue
  • Domain-based Message Authentication
  • Amazon SES
  • Custom domain
  • Authentication failure
  • Support for Custom MAIL FROM Domain
  • Email channel
, KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0