3607157 - Recipient(s) has not received Outbound Email from C4C Ticket

Recipient(s) has not received Outbound Email from C4C Ticket

SAP Cloud for Customer Core Application

1. Go to C4C Backend system
2. Check for Outbound E-Mail status
3. Confirm if Mail has been delivered or that no failed entries are present.
4. Open a Ticket 123 (123 represents the Ticket which was replied).
5. See an Interaction with an incoming email with a message ""No Delivery to ABC@outlook.com (this is a random email example)". 

There are multiple reasons as to why an outbound E-Mail may not be delivered to the Recipient such as incorrect Recipient address or Invalid Content in E-Mail body as examples.

Outbound E-Mail Monitoring in C4C only tracks failures that occur within C4C before the email is sent. If the email is sent but then bounces back from the recipient's mail server, this is recorded as an incoming error on the ticket, not as an outbound error, because C4C considers the message successfully sent. Therefore, bounce errors from recipient servers aren’t shown in Outbound Monitoring—only internal C4C sending failures are.

Recipient, Backend, Delivered, Address , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , Problem