3768712 - Account Email Address Auto-determined to Be Added as Email Recipient

• In SAP Service Cloud Version 2, users are unable to select a customer account email address as a recipient when creating an email from a case.
• Only contacts, individual customers, employees, or other supported recipient types are available in the recipient selection.

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

1. Open a Case.
2. Select Create Email.
3. Open the recipient selection list.
4. Observe that only:
   • Contacts related to the account (Related to Account)
   • Individual Customers
   • Contacts
   • Employees, are available for selection.
5. The account's own email address is not available as a selectable recipient.

• This behavior is standard system design.
• For accounts of type Business Partner (Organization), the application is designed to determine recipients based on persons associated with the account, such as contacts maintained for that organization.
• An Account represents an organization rather than an individual recipient. Therefore, the account email address itself is not automatically proposed in the recipient selection list when composing an email from a case.
• For example, this differs from Individual Customers, which represent a person and can therefore be selected directly as recipients.

• The system is working as designed.
• When creating an email from a case, the recipient determination supports:
  • Contacts related to the account (Related to Account)
  • Individual Customers
  • Contacts
  • Employees
• The account email address itself is not automatically offered as a recipient.
• The design intention for B2B scenarios is that communications are sent to a specific person/contact associated with an organization rather than to the organization record itself.
• Workaround
  • Users can manually enter the account email address in the recipient field when composing the email.

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