Deliver Outbound Service Emails through Microsoft Exchange

Customers can select Microsoft Exchange or Oracle email for sending outbound emails from Redwood Service Center. When delivering your email via Microsoft Exchange, large email attachments are now supported, up to 30MB or more. There are new easy-to-use screens to simplify Microsoft Exchange setup and configuration.

NOTE: In the 23A release, customers gained the ability to use Microsoft Exchange for receiving inbound emails in Redwood Service Center. For more information about how to set this up, refer to the Oracle playbook titled How do I set up email in Fusion Service and the 23A release notes titled Integrate with Microsoft Exchange Server to Capture Inbound Emails for Service.

Customers who are already using Microsoft Exchange to process inbound emails will probably want to also setup the ability to process outbound emails.

Gives businesses more choices to fit their needs and IT policies.
Enables the sending of large files, reducing delays in customer communication.
Streamlines administration, making email setup quicker and less error-prone.

Steps to Enable and Configure

Here are the steps to follow to setup Microsoft Exchange.

Provide the promo code to enable this feature. Log into your pod as Fusion user. Using the Navigator, go to My Enterprise > Enterprise and click on the Manage Promotion Codes hyperlink.

Manage Promotion Codes

Click the Enter Promotion Code button and enter the value SVC77725

Promotion Code Value

The screen should show the Microsoft Exchange for Outbound Email Promotion Code

Promo Code Activated

Next you will need to log in as the Service Administrator and enable the Microsoft Exchange for Outbound Email by navigating to Setup and Maintenance > Service offering > Change Feature Opt In hyperlink

Change Feature Opt In

Under Communication Channels, click on the pencil icon and then check both boxes for E-mail Communications and Microsoft Exchange for Outbound Email

Enable Microsoft Exchange for Outbound Email

Now you will need to set the ORA_SVC_OUTBOUND_MSG_EXCHANGE_ONLINE_ENABLED profile option to Yes. Search for the Manage Administrator Profile Values task and query for this profile option and set the value to Yes as shown below.

Manage Administrator Profile Values task

Next set of Instructions is to Configure the Microsoft Exchange Administration Screens

From the Navigator > Service > Service Center Administration > select Email General Setup

Service Center Administration screen

Select Manage Outbound Email Configuration

Manage Outbound Email Configuration

There will be 3 tabs. Under the Outbound Channel Configuration tab, locate the channel that you want to use for the Microsoft Exchange Delivery Service Type. Under the Actions column (3 dots), select Edit and pick Microsoft Exchange from the picklist values.

Pick Channel to configure for Microsoft Exchange

Under the Client Credentials Configuration tab, provide all the information that is relevant to your Microsoft Exchange setup. Review the How do I set up email in Fusion Service playbook on how to configure Microsoft Exchange Server https://docs.oracle.com/en/cloud/saas/fusion-service/faemp/overview-of-the-integration.html#Integrate-with-Microsoft-Exchange-Server-10

Microsoft Exchange Client Credentials Configuration Information

Under the One Time Configuration tab, move the slider to the right to enable the Messaging Configuration

One Time Configuration Tab

Send an Email selecting the channel that has been configured to use Microsoft Exchange Server

Finally, go to a Service Request and compose an email selecting the Email Channel that has been configured to use Microsoft Exchange.

Compose Email

Tips And Considerations

When setting up the Outbound Service Emails through Microsoft Exchange, you need to provide a Certificate.

When setting up the Inbound Service Emails through Microsoft Exchange, you need to provide a Secret.

Access Requirements

Fusion and Service Administrator users needed for setup

Customer Service Representatives