SAP Knowledge Base Article - Public

2700263 - Placeholders available for text-based E-mail are not available for E-mail Branding Templates

Symptom

You can only include the Placeholder #TEXT# in your E-mail Branding Template.

Environment

SAP CLOUD FOR CUSTOMER

Reproducing the Issue

Pre-requisite: you created a Template in word document, and save it with the extension .html. This document contains your logo, and also a text including multiple placeholders in between hashtags. For example #AccountName#, #AgentName#,#CompletionDueDateTime# and other placeholders from the one available for the text-based E-mail Templates.

  1. Go to the Service workcenter.
  2. Go to the Templates view.
  3. Click New.
  4. Maintain the description fields.
  5. Click Browse.
  6. Choose your Template.
  7. Click Save and Open.

Result: The system does not take your Template into account.

Cause

Branding Templates are applied to all outbound E-mail messages sent from the channel, adding it around the response prepared by the agent.

A Branding Template is a simple HTML file with a #TEXT# placeholder.

No other placeholder is available when a Document-based template is flagged as Branding Template.

The placeholder is usually located between a standard header and footer. The header and footer can include your brand logos and any standard text or disclaimers. Create the branding template file with your preferred HTML editor. You can configure a different branding template for each channel.

E-mail messages sent to your customer are the sum of: the agent response to the ticket, plus any response template selected by the agent, plus the branding template defined for the channel.

Resolution

This is the expected system behavior.

Keywords

Branding Template, HTML, Template, logo, Placeholders, Placeholder,  Document-based.   , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions