SAP Knowledge Base Article - Public

3502829 - Outbound Email Delivery from Service Cloud going to SPAM

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

  1. Send an email from any view which supports the email feeder
  2. Observe the outbound email is successful by checking the Email Monitor tool
  3. 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:
    1. Go to User Menu > Settings > All Settings > Emails > Channels.
    2. Select an active email channel that you want to create the MAIL FROM domain for, or create a new channel.
    3. 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:
      1. Deactivate the channel.
      2. Reactivate the channel.
      3. Perform the Mail-From steps again using the newly provided MX and TXT records.
      4. 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