Symptom
- When an email is sent with multiple recipients in the "To" and "CC" fields, there is a query regarding how the add-in searches for records in C4C.
- The query specifically asks whether the add-in prioritizes "To" emails over "CC" emails and the order in which records are displayed.
"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."
Environment
- SAP Cloud for Customer
- SAP Cloud for Customer Server-side Outlook Integration
Reproducing the Issue
- Send an email with multiple recipients in the "To" and "CC" fields.
- Observe the behavior of the add-in in retrieving and displaying data related to the email addresses.
Cause
Resolution
- The add-in searches for data corresponding to both "To" and "CC" email addresses simultaneously, rather than sequentially.
- The "To" and "CC" email addresses are sent to the backend together.
- The backend server returns all the data related to the email addresses in a single batch.
- The add-in displays the retrieved data in the following order: SalesQuote, Contact, IndividualCustomer, Account, ServiceRequest, Task, Appointment, Visit, Opportunity, Lead.
- The add-in does not segregate or group returned data by "To" or "CC" fields.
See Also
Keywords
outlook add-in, multiple recipients, data retrieval, data display order , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions
SAP Knowledge Base Article - Public