3655409 - Support Account Determination Based on Email Channel in Service Cloud V2

• In the email-to-case functionality, when a contact is linked to multiple accounts, the system assigns the case to the contact’s main account, even if the email was sent to a channel configured for a different account.
• To illustrate:
  • Contact XYZ is linked to:
    • Account A (marked as main)
    • Account B
  • Two distinct email channels are configured:
    • Channel A → support-A@example.com → assigned to Account A
    • Channel B → support-B@example.com → assigned to Account B
  • When Contact XYZ sends an email to Channel B, the system still assigns the case to Account A.
  • Switching the contact’s main account to Account B causes the case to be assigned to the correct account, confirming the system behavior is based on contact-to-main-account linkage.

SAP Service Cloud Version 2 and SAP Sales Cloud Version 2

email-to-case, wrong account assignment, multiple accounts, contact main account, email channel, case determination, SAP Sales Cloud, SAP Service Cloud, account prioritization, business rules, routing logic. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem