3731791 - Outbound Email Delivery Failures and Bounces in SAP Service Cloud Version 2

• Outbound emails sent from SAP Service Cloud Version 2 or SAP Sales Cloud Version 2 fail with delivery errors or bounce messages.
• Examples of errors include:
  • 5.3.0 - Other mail system problem
  • 554 - "The user 'anonymous' is not in the email contributor group."
  • Other observed behaviors:
    • Email is not delivered to the recipient
    • No response or follow-up email is received
    • Bounce message is returned to the sender
    • In SAP Service Cloud Version 2, the timeline email card may display (under the email body):
      • Permanent - OnAccountSuppressionList
      • Example technical details:
        Recipient Address: test@example.com
        SMTP Status Code: 5.1.1

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• SAP-managed MTA (Amazon SES) or customer-managed MTA
• External recipient systems (e.g., Microsoft 365, Exchange, Other) 

mail bounce, outbound email failure, SAP Service Cloud V2, SAP Sales Cloud V2, suppression list, OnAccountSuppressionList, Amazon SES, SMTP 5.1.1, SMTP 5.7.1, SMTP 5.3.0, email not delivered, hard bounce, email rejection, anonymous sender error, contributor group error, mailbox unavailable, user unknown, email permissions, mail flow restriction, email delivery issue , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem