You wants to activate the Email-Channel for private accounts but the respective question Do you want to support e-mail channel for individual customers? is grayed out
Reproducing the Issue
1. Go to the Business Configuration work center
2. Go to the Implementation Projects view
3. Select First Implementation
4. Click Edit Project Scope button
5. Navigate to 4 Questions
6. Navigate on Service > Customer Care > Service Request Management
In order to scope the question Do you want to support e-mail channel for individual customers?, it is required to scope the scoping element Integration with Local E-Mail Applications (under Office and Desktop Integration, Communication and Information Exchange) because of dependency.
Again, the scoping element Integration with Local E-Mail Applications has the dependency with Activity Management.
Hence, if you scope Activity Management in step 3 Scoping, then you can able to scope the question Do you want to support e-mail channel for individual customers?
Note: Please make sure that the scoping of Activity Management may enable relevant Fine tuning activites.
KBA , AP-RC-BCT , Business Config. Tools (SAP Business ByDesign , How To