3725375 - Email Editor Automatically Scrolls Down When Using Email Templates in SAP Cloud for Customer

• After selecting an email template, the screen automatically scrolls down when the user clicks inside the email to start typing.
• When adding a signature while replying to an email, the screen position shifts, making it difficult to edit the content.

SAP Cloud for Customer

1. Log in to SAP Cloud for Customer (C4C).

2. Navigate to the Service Work Center.

3. Open any Service Ticket.

4. Go to the Interactions tab.

5. Click Reply or New Email.

6. Select a predefined email template.

7. Click inside the email body to start typing.

Result: 

The text area automatically scrolls down.

• The screen automatically scrolls back to the section where the signature was inserted due to the page length and the rendering behavior of the email editor.
• This behavior typically occurs when the email content is long and exceeds the visible screen area, meaning the entire content cannot fit within the current screen size.

This behavior is currently the standard system behavior in SAP Cloud for Customer (C4C).

Please note the following:

The cursor remains correctly positioned and does not point to an incorrect location.

The screen may temporarily scroll to the signature area when the email content becomes longer than the visible screen size.

This occurs due to the display and rendering behavior of the email editor when handling long email content.

If the entire email content fits within the visible screen area, this behavior will not occur.

KBA KB0847227 - Functionality Currently not Available (C4C)

Email Templates, C4C,  Cursor Position, Screen Shift, Predefined Templates, Email Editing, Signature Insertion, Text Scrolling, Rendering Behavior, Long Email Content, Visible Screen Size. , KBA , LOD-CRM-SRP , Service Request Processing , Problem