SAP Knowledge Base Article - Public

3802441 - Outlook Integration Presents No Categories When An Email Is Linked Via A Shared Mailbox (SAP Sales Cloud Version 2)

Symptom

The Outlook integration presents no categories when an email is linked via a shared mailbox. 

Environment

SAP Sales and Service Cloud V2

Reproducing the Issue

  1. Try to link mail from a shared mailbox.

Resolution

If there is a requirement to see these categories in the shared mailbox, the shared mailbox should be connected to Groupware as a separate account to see the categories. Currently, when the user syncs something using the shared mailbox, the sync happens using their own user sync and not the shared mailbox one, which is why the category is not shown in the shared mailbox.

Keywords

Outlook; Integration; No; Categories; Email; Linked; Shared; Grouped; Mailbox. , KBA , CEC-CRM-GW , Groupware for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0