Symptom
- Emails sent from the customer's system are going into recipients' spam folders.
- Customer is seeking the IP range for their system to address this issue.
Environment
- SAP Service Cloud Version 2 1.0
- SAP Sales Cloud Version 2 1.0
Reproducing the Issue
- Send an email from any view which supports the email feeder
- Observe the outbound email is successful by checking the Email Monitor tool
- The problem is that the email after arriving to the recipient, it goes directly to spam
Cause
Missing Configuration on customer's domain's email exchange DNS
Resolution
- Configure Custom MAIL FROM Domain:
- This setup helps address issues with outbound email delivery, preventing emails from being marked as spam or ending up in quarantine folders.
- Ensure that the Service Cloud Administrator performs this configuration.
- Requirements:
- The Administrator or organization must have ownership of or access to make Domain DNS changes.
- This is necessary for managing spam and quarantine situations on the Exchange Server.
- Procedure:
- Go to User Menu > Settings > All Settings > Emails > Channels.
- Select an active email channel that you want to create the MAIL FROM domain for, or create a new channel.
- Select Mail-From and follow the onscreen information.
- Additional Information:
- The custom Mail-From DNS records need to be maintained by the customer on their DNS.
- It can take up to 72 hours for DNS changes to propagate.
- There is no need to add any Amazon Server IP ranges to your exceptions list. This process should be handled exclusively via DNS entries.
- If you encounter issues:
- Deactivate the channel.
- Reactivate the channel.
- Perform the Mail-From steps again using the newly provided MX and TXT records.
- Update the DNS entries accordingly.
- For more details on configuring the custom MAIL FROM option, refer to the official documentation.
Keywords
custom MAIL FROM Custom Mail-From DNS Records MX TX amazonses.com ~all , email channel, spam, email, , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-CHN , Channels for SAP Sales/Service Cloud , Problem
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0