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.
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.