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Configuring E-Mail Channels

Business Background
You can configure e-mails as communication channels to support your service organization. E-mail
channels can be configured to route service tickets to service agents.

Tasks
Step 1: Enable Scoping
1. Enable scoping under
2. Under

Service

Employee Support

Communication Channel - E-Mail

Business Configuration

Edit Project Scope

Questions , set as In-Scope, the

following questions:
Group: E-Mail Integration with Service Request Management for Corporate
Accounts : Do you want to support e-mail channels for corporate accounts
Group: E-Mail Integration with Service Request Management for Individual
Customers : Do you want to support e-mail channels for individual customers
Group: Maintain Service Requests Automatically from Incoming E-Mails : Do you
want to maintain service requests (tickets) automatically from incoming e-mails
Step 2: Add Allowed Domains for Outbound E-Mail Channels
The sender e-mail addresses that you configure must belong to one of the allowed e-mail domains. Add
Business
all such allowed domains in the table for Allowed Sender E-Mail Domains under
Configuration Activity List E-Mail and Fax Settings .
Step 3: Add Outbound E-Mail Channels
1. Go to

Administration

Operations

Organization

Org Structures

2. Select and edit the service organizational unit in the org structure.
3. Select the tab Addresses and under Communication Details and specify the e-mail address that
will be used as the default outbound e-mail address in the organization.

Make sure that the domain of this outbound e-mail address is listed as an allowed
domain (see previous step on Add Allowed Domains for E-Mail Addresses.

Step 4: Set up Inbound E-mail Channels

You need to add the inbound e-mail addresses that you use in the system for customer interaction and
for use in routing service tickets. Once an e-mail is received by the system, the original inbound address
is identified (from these channels) and a ticket is created for the corresponding e-mail channel. If you
implement routing rules, then the routing rules relevant for the selected channel will be distributed.
To set up inbound e-mail channels, go to
Channels E-Mail Addresses .

Administration

Service and Social

Communication

1. Click on New to create a new channel or edit an existing one.

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2. Specify the inbound e-mail address to which the tickets will be routed. Also specify the channel ID
and name.
3. For the basic e-mail channel set-up, maintain the e-mail address, channel ID and name. Most
importantly, you need to specify the Channel Direction. The default is Inbound and Outbound, but
you can choose to make the channel inbound only or outbound only to accommodate the way
your organization uses this e-mail channel.
4. Maintain the following for inbound configuration:
Select the channel type. You can choose from the following values: Customer ServiceBusiness to Business (B2B), Customer Service-Business to Consumer (B2C) and
Employee Support.
Default Account:
If your solution does not recognize the sender address of an incoming e-mail, the message
is designated as an Unassociated E-Mail and no ticket is created. You have the option of
adding a default e-mail account to each e-mail channel so that whenever the sender
address is unknown, the default account is assigned to the message and ticket is created.
You must ensure the following before selecting a valid default account:
1. The type of default e-mail account you assign must match the e-mail address type
that you select for your email channel.
2. For the default account, create the appropriate individual customer or corporate
account in the cloud solution. For accounts, you will also need to create a default
contact.
5. For the outbound configuration, select the branding template. You can add a branding template to
your e-mail channels to control the look and feel of e-mails sent by agents. Every time an e-mail
is sent from one of those channels, the content is embedded within the branding HTML. To select
Administration Service and
the branding template, you must edit the e-mail channel under
Social Communication Channels E-mail Addresses

You must have already created the required branding templates (see documentation for
the topic E-Mail Templates in the operations guide).

Step 5: Set up Routing Rules for Tickets from E-Mails

Once you've added your e-mail channels, you can create work distribution rules to route the resulting
tickets to the teams or agents assigned to work on them. For detailed information, see documentation
for the topic Defining Rules for Ticket Routing in the operations guide.
Step 6: Enable Encryption for Inbound and Outbound Mails
1. Enable Scoping
Review Questions for scoping Under
Services and Support

Business Configuration

Edit Project Scope

Built-in

Security

For the section Group: E-Mail Security, set the flag In-Scope for the question Do you want to use
encryption and signatures for e-mails.
Business
2. Now, you can choose encryption levels for individual e-mail addresses under
Configuration Activity List Fine-Tune E-Mail Encryption and Signature Check .
Incoming E-Mails Scenarios: You can specify for each e-mail scenario whether incoming emails should be verified using a signature. Choose Check (and Reject if Untrusted) if you require
a high level or security. Select Do Not Check if you do not have security requirements. You will
need to set the signature for the following scenarios:
SAP Cloud for Service: E-Mail Security, B2B Scenario
SAP Cloud for Service: E-Mail Security, B2C Scenario

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Outgoing E-mail Scenarios: For each e-mail scenario, you can specify whether the outgoing
mails should be encrypted and signed. Set the encryption and signature for the following
scenarios. The recommended values are Encrypt if Possible and Sign.
SAP Cloud for Service: E-Mail Security, B2B Scenario
SAP Cloud for Service: E-Mail Security, B2C Scenario
3. Activate your settings.
4. Go to

Administration

Security

Security

Configure S/MIME .

5. Finally, you can choose the encryption type to be allowed for each of these scenarios. Following
features are available for encryption:
Inbound E-mails: You can choose to select Check and Reject or Do not Check.
Outbound E-mails: You can choose to select one of the following: Encrypt, Encrypt if
Possible and Do not Encrypt. Additionally, you can specify if the outbound e-mails must be
signed. You can choose to select Sign or Do not Sign.
Step 7: Activate S/MIME Encryption for Inbound and Outbound E-mail Channels
You have defined the required encryption checks for inbound and outbound e-mail channels. You now
need to configure S/MIME in order to implement the encryption that you have defined in the previous
Administration
Security Security Configure S/MIME . In this
steps. To do this, go to
configuration you define the following settings:
1. Incoming E-mails: Upload certificates to verify the signature of incoming e-mails. In this step,
you select the required incoming e-mail channels and upload the relevant certificates that will be
implemented to verify the signatures in these incoming e-mail channels.
2. Outgoing E-mails:
You need to import S/MIME certificates for all e-mail recipients who should receive encrypted emails. To do this, you must:
a. Create key pairs (required for decryption and signature) for different outbound e-mail
channels and upload them to the cloud solution.
You can also choose to use the SAP standard sender address DoNotReply@<system
domain> for which a key pair is automatically created and signed by the SAP Passport CA.
b. The respective e-mail recipients must install the corresponding CA certificate in their e-mail
clients in order to verify e-mail signatures sent from the e-mail addresses included in the
key pairs,
3. Activate S/MIME
You need to activate the following settings in order to implement the encryption settings
maintained in the fine tuning.
Check Signature of Incoming E-Mails: When you select this flag, the certificates that you
have maintained in this S/MIME configuration will be used to verify the signatures for
incoming e-mails.
Encrypt Outgoing E-Mails :
When you set this flag, the certificates imported for the outgoing e-mail channels will be
used to encrypt outgoing e-mails.
Signing Outgoing E-Mails :
When you set this flag, signatures from the imported certificates will be used to validate the
signatures in outgoing e-mails...
Step 8: Business Communication Monitoring for E-Mails
You can use business communication monitoring to verify whether e-mail messages have been
transmitted successfully or not. It creates transparency in that you know whether your business
documents were sent as well as received and by which process. If technical errors occur, they can be
identified and resolved to prevent problems in follow-on processes or with your business partner.

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