SAP Knowledge Base Article - Public

2989904 - Unassociated E-mails - All My Teams's E-mails Query

Symptom

You would like to understand how the query All My Teams's E-mails works in Cloud for Customer system.

Environment

SAP Cloud for Customer

Resolution

The query results depends on the data setup for the e-mail channels and organizational unit, as it currently shows all e-mails which are sent to a channel, where this channel address is also maintained as the e-mail address of the agent's Organizational Unit / Team.

Below, we can see the following example:

  • Org1 has e-mail address org1@company.com
  • Org2 has e-mail address org2@company.com

An agent who is assigned to Org1, will see all e-mails sent to org1@company.com, while the same works for Org2 agents, which will be able to see all e-mails sent to org2@company.com, no matter the reason for the e-mail to be considered unassociated in the system.

Keywords

Unassociated E-mails, E-mails, Query, Team, All My Teams's E-mails, C4C, Service, Cloud for Customer, Results, E-mail, Email, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions