3683707 - Email Interaction Linked to Multiple Business Partners Due to Shared Email

• When an email is accepted for one Business Partner (BP) in the Agent Desktop, it becomes visible across multiple BPs that share the same email address.
• Users may incorrectly assume the email should be restricted to the initially selected BP. 

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

1. An inbound email is received in Service Cloud V2.
2. User checks the Timeline or interactions for other BPs that share the same email address.
3. Observe that the same email is visible across all associated BPs.

• This behavior is working as designed.
• When an email is received in SAP Service Cloud V2, the system triggers logic to associate the email with existing Business Partners based on the email address.
• Since multiple BPs can share the same email, the interaction is linked to all relevant BPs.
• This linkage is reflected in the Timeline to maintain consistent visibility and context across entities.

• To avoid emails being linked across multiple Business Partners, ensure that the same email address is not reused in several BP records unless this behavior is explicitly required.
• If distinct communication handling is desired per BP, it is recommended to use unique email addresses for each BP record. 

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