3684242 - Case Description formatting does not match the Inbound Email formatting

Emails sent from Outlook to Service Cloud are not formatted correctly in the Case description.

Ex: You write an email with an numbered list as:

a. First Item
b. Second Item
c. Third Item

When the email is received in Service Cloud, the numbered list in the Case Description appears as:

1. First Item
2. Second Item
3. Third Item

• SAP Service Cloud Version 2
• SAP Service Cloud and SAP Sales Cloud Version 2

1. Send an email from Outlook to Service Cloud containing a numbered list formatted as follows:

1. First Item
2. Second Item
3. Third Item

2. Observe the Case description in Service Cloud and note that the numbered list formatting has changed to:

1. First Item
2. Second Item
3. Third Item

The system uses the "text/plain" content of the Email MIME to populate the Case's description. As a result, the HTML formatting applied in the sender's mail client is not retained when the email is processed by Service Cloud.

This is the standard behavior of the system.
 
If this feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.
An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

SAP Sales and Service Cloud Version 2

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SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions