Configuring Email Channel

Objective

After completing this lesson, you will be able to create an email channel in SAP Service Cloud Version 2.

Communication Channel Configuration - Email

To ensure smooth, efficient communication during the service process, it’s important to enable omnichannel engagement, so customers can interact with your service organization across multiple channels seamlessly. For example, a customer might start an interaction by phone and finish it by email, or begin with a chat that switches to a phone call.

SAP Service Cloud Version 2 facilitates omnichannel engagement that supports:

  • Email Channel
  • Phone with CTI*
  • Chat*
  • SMS*
  • Web self-service portal

* Additional license required (maybe SAP or Partner Solution)

In this lesson, we will focus on email communication, and by the end of it, you will be able to create an email channel and email template in SAP Service Cloud Version 2.

Email Communication Channel

Email Channel Examples
Business to Client (B2C)

Service email address

Support email address

Escalation email address

Business to Business (B2B)

Service email address

Support email address

Escalation email address

Similar to other supported channels, the email channel enables two-way communication between your customers and your service organization. The first step in configuring the email channel is to determine which emails and channels are needed to best support the service organization’s structure into service teams and its differentiation among customers.

A sample setup might involve dividing customers into business-to-consumer (B2C) and business-to-business (B2B) segments and separating service and support teams. This could create two channels—one for B2C and one for B2B—each with two corresponding email addresses, one for service and the other for support. An escalation team could also be included.

A user interface for a case management system with numbering. one for case details, two for case created and three for email sent to.

The SAP Service Cloud Version 2 tenant can support up to 20 email channels (this may change in future releases). For each channel, the system can be configured to:

  1. Identify the customer using their email address.
  2. Automatically generate a Case and
  3. Assign it to a team and team member through routing rules.

At the same time, team members can easily email their customers and include attachments, such as references to a Knowledge Base.

Email Channel Configuration

email channel configuration settings and determination rules settings

To set up the email settings, we first need to specify the email communication channel. This includes setting the channel email, which acts as the service email address customers use to contact the service company. The tenant email, a technical address needed for automatic forwarding, is also required. When an object case is selected, an inbound email can be linked to it, enabling automatic case creation. By selecting the case type, we determine which case type will be used to create cases within that communication channel.

Once the support email addresses and channels needed by the service organization are determined, the process of configuring and setting up the email channel can start. Email channel configuration and setup include:

Configuration:

  1. Configure the settings in SAP Service Cloud Version 2 for a new email channel, ensuring the system can recognize the account and contact based on the email address and automatically generate a Case. This can be set up at: Settings→Channels.
  2. Verify the new channel and activate it to ensure incoming emails are forwarded from the company's email server to the channel's technical address on the SAP Service Cloud Version 2 tenant.
  3. Maintain the channel rules incoming emails:

Channel rules enable us to establish routing rules for cases. Using the email channel as a condition attribute, along with other attributes, we can control team and/or employee assignments for incoming emails linked to a specific email channel.

Creating an Email Channel in SAP Service Cloud Version 2

In this video, we will demonstrate how to create an email channel in SAP Service Cloud Version 2.

Video Summary - Configuration

  • Select Settings, then All Settings, and open the Channels under the Emails tile.
  • Click the plus icon to create a new email channel and enter the Channel Name and Email.
  • Select the Case business object and save.
  • Activate the channel by retrieving and entering the verification code sent to your email address.

Maintain Case type and Default party by selecting the appropriate options to ensure proper case processing and routing.

Summary

In this lesson, we:

  • Learned how email communication supports omnichannel engagement in SAP Service Cloud Version 2.
  • Identified B2C and B2B email channel use cases and service structures.
  • Configured and activated email channels for automatic case creation.
  • Applied routing rules to assign email cases to the appropriate teams.
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