• Customers would like to understand how email delivery works in SAP Sales and Service Cloud V2 and how Mail Transfer Agent (MTA) providers are used for outbound email communication.
  • Questions may include:
    • Is a custom MTA provider required for sending emails from SAP Sales and Service Cloud V2?
    • What prerequisites and authorizations are required to configure an MTA provider?
    • How can email delivery issues be monitored and validated?
    • How can customers determine why emails are not reaching specific recipients?
    • Are there any standard system limitations related to email delivery?
    • Does MTA provider configuration need to be maintained separately for each email channel?
    • What factors can impact email deliverability after an email has been sent from the system?
• This KBA provides information about email delivery, MTA provider configuration, monitoring capabilities, and email channel considerations in SAP Sales and Service Cloud V2.

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

• Email delivery is influenced by several factors, including system configuration, sender domain authentication, mail transfer infrastructure, recipient mail server policies, and spam filtering mechanisms.
• Customers may require additional information regarding the role of MTA providers and available monitoring capabilities when troubleshooting email delivery scenarios. 

Is a custom MTA provider required?

No. Configuring a custom MTA provider is not mandatory for outbound email communication in SAP Sales and Service Cloud V2.

The solution supports email sending through SAP-managed infrastructure. Customers may optionally configure their own MTA provider if they require:

• Greater control over email delivery and reputation management
• Dedicated email-sending infrastructure
• Advanced reporting and analytics
• Compliance with internal corporate email policies
• Custom domain authentication requirements

The absence of a custom MTA provider does not, by itself, indicate a configuration issue or prevent email delivery.

What are the prerequisites for configuring a custom MTA provider?

To configure a custom MTA provider, customers typically require:

• Administrative access to the tenant
• Authorization to maintain email channel settings
• Valid credentials and connection information from the selected MTA provider
• Appropriate DNS configuration for the sender domain

Depending on the MTA provider, customers may also need to configure:

• SPF (Sender Policy Framework)
• DKIM (DomainKeys Identified Mail)
• DMARC (Domain-based Message Authentication, Reporting and Conformance)

Refer to the MTA provider's documentation for provider-specific requirements.

Is there a standard system limitation preventing delivery to specific recipients?

No known standard system limitation prevents emails from being delivered to certain recipients while successfully reaching others.

Email delivery can be affected by factors outside of SAP Sales and Service Cloud V2, including:

• Recipient mail server policies
• Spam or security filtering
• Sender domain reputation
• Invalid recipient addresses
• Email authentication configuration
• MTA provider restrictions or throttling

Each delivery scenario should be evaluated individually.

How can email delivery be monitored and validated?

Customers can perform the following validation steps:

1. Verify that the email was successfully processed and sent from SAP Sales and Service Cloud V2.
2. Review the email channel configuration.
3. Check available application logs and communication logs.
4. Review bounce messages or delivery failure notifications, if available.
5. Validate SPF, DKIM, and DMARC records associated with the sender domain.
6. If a custom MTA provider is configured, review the provider's delivery tracking, message logs, and reporting tools.

These checks can help determine whether an email was:

• Successfully handed off for delivery
• Deferred
• Rejected
• Bounced by the recipient mail server

Does MTA provider configuration need to be maintained for each email channel?

Email channels are configured independently.

Customers using multiple email channels should review and validate the applicable sender configuration and MTA-related settings for each channel according to their business requirements and email architecture.

Additional Information

For more information, refer to the product documentation:

• https://help.sap.com/docs/CX_NG_SVC?locale=en-US
• https://help.sap.com/docs/sap-cloud-for-customer

When investigating email delivery issues, the following information may be useful:

• Tenant ID
• Email channel name
• Sender email address
• Recipient email address
• Timestamp of the email
• Email status
• Message ID (if available)
• Whether a custom MTA provider is configured

This information can assist in determining whether the email was successfully processed by the application and whether further investigation is required with the configured MTA provider or recipient mail server administrator.

• refer to: Configure Mail Transfer Agent (MTA)
• refer to: Set up SMTP OAuth for Microsoft Exchange
• refer to: Configure Email Channels

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