Is it possible for us to send email from a Service Request to any email address? (Doc ID 2414668.1)

Last updated on APRIL 06, 2023

Applies to:

Goal

On : 11.13.18.02.0 version, Sales, Sales Catalog

How to send email from a Service Request to a e-mail ID who doesn't exist in the system as Contact ?

Q: How to send a email Response from a Service Request to a e-mail ID who does not exist in the system as a Contact ?

Per "Engagement Cloud Implementing Service in Engagement Cloud" (https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faiec/toc.htm), we have :

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  7 Setting Up Communication Channels
  Inbound Message Processing: Explained
  ...

  If the From e-mail ID does not exist in the database: ◦ A message is added to the SR that the sender cannot be identified.
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We have a customer who are dealing with consumers and would not like to setup Contact for all consumers emailing to them (with Service Request created) and have a one-off question.

I found the current functionality allows us to create a RESPONSE (email TO / CC) from a Service Request against only a Contact but I am not allowed to enter any email address.

Is it possible for us to send email from a Service Request to any email address (or at least to the From e-mail ID of the person who log the SR initially) ?
 

Solution

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