3614702 - Email Default Recipient Determination

The default recipient of an email being sent from a case is being populated with the email address of the service agent assigned to the case.

SAP Sales Cloud and SAP Service Cloud Version 2 

1. Go to Cases.
2. Open Case .
3. Select Create Email.
4. The To field is populated with the service agents email address.

Depending on the option used to send the email, the default recipient will be different.

If the email option on the Case details section is selected, the default recipient will be the email address of the person that created the case.

Case, Email, Default, Recipient, To, From, Service , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem