Name: Introducing Email to Case Administration in SAP Service Cloud Version 2
Uploaded: 2024-1-10
Duration: 405 s
Description: This video shows the different settings and possibilities in admin view for Email to Case scenario.

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<div><div><div><div><div><div><div>This video shows the different settings and possibilities in admin view for Email to Case scenario.</div></div></div></div></div></div></div>

Introducing Email to Case Administration in SAP Service Cloud Version 2

Welcome to this microlearning video where you will learn which settings need to be maintained for enabling the email-to-case scenario. The assumption is that there is already a case type defined in your tenant and this will be used in the email-to-case scenario. As part of this video, you will learn three main configurations. How to create a new email channel. How to create a response email template. and how to create an autoflow rule for sending email notifications when a new case is registered. The first setting that needs to be enabled is the email channel. Administrators can configure email channels via settings, all settings, email, channel. As a prerequisite, administrators need to to have access to their company's mail server, where they can configure email forwarding rules from each support address to the technical email address of SAP Service Cloud version 2 tenant. Before creating any forwarding rules, administrators must create the email channel. Select the create icon on the top of the email channel list to create a new entry. Enter the support email address for this channel and enter the display name for the same. Choose case for object. Choose the case type and the default party for this channel, even though the default party is optional. All cases created from this channel use the case type you selected here. The default party is assigned to the case if the solution is unable to determine a a unique account or customer based on the from address on the email message. Select save to save the new email channel. The technical email address for your tenant appears on the screen once you save the channel. Select activate to set the channel to active status. A two-step verification process is required before the channel is activated. A message is sent to the channel email address with a verification code. A second message is sent from the verification service with a link you use to activate the channel. Email channels only create cases from incoming messages when the channel status is set to active and the forwarding rules are in place on your organization's mail server. The second setting that needs to be enabled is the response email template. Here the prerequisite is to prepare an HTML template layout where you can include technical placeholders to fill in data from the case record when the template is applied in its context. Administrators can configure email templates via Settings, All Settings, Email, Templates. Add a new template by selecting the Create icon at the top of the templates list. Enter a name for your new template and select the response template type, which is going to be used for service responses from your support teams. Select case for the object type, email for the channel type, enter a name and description for the template. Now set up the formatting for your template. The tab viewer shows a preview of the template as it appears in the email editor. Placeholders are shown where relevant data is filled in once the template is applied. In the document tab, upload the template layout you have previously created as a prerequisite. In the Attachment tab, you can upload any documents you want to include as standard attachments, with email messages created from this template. The Placeholder tab displays a list of available data fields associated with the object type you selected for your templates. Once finished, you can save your changes. The third and final setting that needs to be enabled is the autoflow that will automatically trigger an outbound email notification to the customer when the case is registered against a new incoming email. Administrators can configure autoflow rules via Settings, All Settings, Business Flow, Autoflow. Add a new autoflow rule by selecting the Create icon at the top of the autoflow list. After entering an autoflow description, you can choose the entity case from the first dropdown list box. Then choose the event type create case from the second dropdown list box. Now move on to the condition block and enter two conditions using the AND logic. Source contains email and individual customer email is not set. And now you must define the action for sending the email notification. Select Action Send Email. Select the response email template defined previously. Enter a description for the notification. Select the sender's name and email address. Select role-based recipients and enter email address of the sender. Once finished, you can save and activate the new autoflow rule. Autoflow rules can be tested and monitored. Administrators can check if their rules are working as expected by choosing the rule logs view at the top of the autoflow list view. From here, they can see if rules are getting executed or not, and eventually fix any issues that might prevent the correct execution. We hope you found this content useful. Thanks for watching.