SAP Knowledge Base Article - Public

3701098 - Character rendering issue in Email Templates in SAP Sales and Service Cloud Version 2

Symptom

When uploading a template containing text in any language, vowels appear as question marks or special characters. 

The issue persists even when the language setting is changed inside the Document facet in the Template

Environment

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

Reproducing the Issue

  1. Open System Settings.
  2. Navigate to Email > Templates.
  3. Search for affected Template
  4. Click on 'Viewer'.
  5. Observe that special characters in the content are displayed as '?'.

Cause

The issue is caused by double encoding in the template. (I.e. The document contains HTML-encoded characters along with charset encoding as 'charset=windows-1252') This mixed encoding prevents proper rendering of the HTML content, leading to incorrect character display.

Resolution

Ensure that only one encoding method is followed during template creation (either HTML encoding or a single charset encoding) and test the updated template in the system to confirm that characters are rendered correctly.

Keywords

character rendering, mixed encoding, charset=windows-1252, HTML encoding, special characters, Hungarian template issue, SAP Sales Cloud, SAP Service Cloud, template creation, encoding error, vowel display issue. , KBA , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , Known Error

Product

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