How You Designate a Default Mailbox

The default mailbox is the mailbox that is used to send Service incident responses. You must designate one default mailbox for Service—either an Oracle-managed Service mailbox or a general Service mailbox.

After designating a default Service mailbox, the mailbox name will then display in the Mailbox field on the Details tab of the agent’s incident workspace. This lets your agents easily associate incidents with the correct mailbox when responding to customers. See Add Incident Information on the Details Tab.

Note: If you do not designate a default mailbox by selecting the Default check box, agents must manually select a mailbox each time they respond to an incident.

The default mailbox is designated by the Default check box on the Outgoing Email page of the editor. After the default mailbox is set, a green check mark displays on top of the mailbox icon in the tree. This check box is selected by default for general Service and Outreach mailboxes, but not for Oracle-managed Service mailboxes. Therefore, if your Oracle-managed Service mailbox is the only Service mailbox you have, you must designate it as the default mailbox by selecting the Default check box.

Note: If you communicate with your customers through mailings and campaigns and survey your customers and prospects, you must also designate a default Outreach mailbox.