Overview of Email Management

Communicating clearly and promptly through email is essential to providing great customer experiences. Handling high volumes of email efficiently requires you to give careful thought to important topics such as process, automation, and security.

With B2C Service, you can achieve high quality and efficiency in all of your service and marketing communication. Whether responding to service questions or broadcasting mailings and surveys to large audiences, the email management features give you complete control over the handling of inbound and outbound email messages.

There are two types of mailboxes that can be used with Service—Oracle-managed Service mailboxes, the recommended type, and Service mailboxes, also referred to as general Service mailboxes. Oracle- managed Service mailboxes and general Service mailboxes are used only with the Service application, while Outreach mailboxes are used with either Outreach or Feedback.

If you use a general Service mailbox supplied by Microsoft, such as Outlook or Office 365, you need to configure your mailbox settings in B2C Service to use OAuth authentication. This is in keeping with Microsoft’s end of service support for Exchange mailboxes. When you implement this email authentication correctly, you can continue to send emails to contact centers using Microsoft mailboxes without any mail delivery problems. See Configure OAuth Authentication Settings.