You would like to understand how the query All My Teams's E-mails works in Cloud for Customer system.
SAP Cloud for Customer
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 firstname.lastname@example.org
- Org2 has e-mail address email@example.com
An agent who is assigned to Org1, will see all e-mails sent to firstname.lastname@example.org, while the same works for Org2 agents, which will be able to see all e-mails sent to email@example.com, no matter the reason for the e-mail to be considered unassociated in the system.
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