1. Implementing Service Center with the Classic User Experience
  2. What happens when a customer sends a service email?

What happens when a customer sends a service email?

If a customer sends an email, then the email ID in the From field is validated against the customer record in the database. If a match is found, and the email is for a new service, then a new service request (SR) is created.

If a match to the email ID isn't found in the database, then the following applies:

  • The value for the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is selected. This option specifies how to process an incoming email from unknown customers.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to Y, a new SR is created. However, a message is sent to customers indicating that they can't be identified and must provide valid information for further processing of the SR.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to N, no SR is created.

Note:

All the recipients of the incoming email, including the unknown contacts are listed in the SR Messages tab.