3809937 - How to Activate the New Email and Notes Editor with AI Capabilities in Service Cloud V2

• The New Email and Notes Editor with AI Capabilities is not visible or enabled when composing emails or notes in SAP Service Cloud Version 2 or SAP Sales Cloud Version 2.
• The AI button, Draft Recommendation option, and enhanced rich text formatting tools are missing from the email/notes toolbar.
• Administrators want to enable AI-powered text refinement, machine translation, and advanced email composition tools (image/file insertion, tables, hyperlinks, templates, signatures) in the email and notes editor.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• Feature Activation Hub

1. Open a case and access the Compose Email or Notes section.
2. Observe that the AI button, Draft Recommendation option, and enhanced formatting tools (fonts, tables, images, links) are not available in the toolbar.

How-to

Required Permission: Administrator

1. Navigate to User Menu > System Settings > All Settings > Feature Activation Hub.
2. Locate the Email Interaction feature area.
3. Activate the New Email and Notes Editor with AI Capabilities feature.
4. Save the changes.

Additional information:

• Machine Translation must be activated separately as its own model. The Machine Translation icon is displayed only once that model is active.
• AI-powered text refinement is available only to customers with a valid SAP AI license.
• To use AI actions on selected content, text must first be entered in the editor, then the relevant text selected, before the AI action can be applied.
• No default font is available in the Rich Text Editor.
• Tables copied from an external source without borders do not display borders in Notes.
• This feature is released through the Feature Activation Hub, allowing administrators to activate it ahead of its default activation date of April 2, 2027.
• For templates, only a restricted set of HTML tags, attributes, and styles are supported (e.g. a, p, table, img, span); unsupported markup may not render correctly.

• Sales and Service Cloud Version 2 – What's New
• New Email and Notes Editor with AI Capabilities feature

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