2580971 - B2B E-Mail Channel Creates Individual Customers

SAP Knowledge Base Article - Public

2580971 - B2B E-Mail Channel Creates Individual Customers

Symptom

You create a B2B e-mail channel in C4C, but when e-mails arrive to the system, individual customers are created.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Administrator work centre.
  2. Go to the Service and Social view.
  3. Click on the E-mail Addresses hyperlink.

    You can see that the e-mail is maintained as a B2B channel.
  4. Go to the Service work centre.
  5. Go to the Tickets view.
  6. In the OWL, find a ticket that were created via the B2B channel.

    Ticket_b2b_newcustomer.png
  7. Click on the customer's name.
  8. Go to the Tickets tab.

    NewCustomer.png

Result: You can see that this customer was automatically created with the Ticket.

Cause

The configuration in your messaging tool is not correct.

Example scenario:

   From: customer.email@company.com

   To: your_email@yourcompany.com (E-mail maintained as B2B channel in your system)

Your messaging tool (e.g. Outlook) resends the message to the C4C system:

   From: your_email@yourcompany.com

   To: cod.servicerequest@my12345.mail.crm.ondemand.com (This email is maintained as B2C channel in the system)

Resolution

You need to change your forwarding email configuration to B2B in the messaging tool that you use (for instance, Outlook).

Note: The configuration of customers' email application is out of the scope of SAP Cloud Support.

Keywords

B2B channel, individual customer, forwarding message, outlook, email configuration, , KBA , LOD-CRM-SC-EML , Email , How To

Product

SAP Hybris Cloud for Customer all versions