For case a & b you have to map these email addresses on your outlook server to the generic C4C address.
-> the next slide explains how the system recognizes the different addresses.
Our use case is covered by Option c
configuration needs 4 main steps:
step 1 - email address definition
You have to define the personal email addresses for the different service engineers in C4C to which the customer can send his email. This address has to be mapped to the generic C4C email on your mail server. Therefore it makes no sense to use the ‘real ‘ email of the service engineer for this process because if you do so, all emails he gets will end up in C4C.
2. Email is forwarded by the mail server to C4C and Herr Fleddermann is assigned as processor
3. Herr Fleddermann can communicate via the ticket with the customer . The email address used for this is the one the customer has sent his original mail.
4. Customer receives answer from Herr.Fleddermann@outlook.com and can start a conversation by responding to it. As long as the ticket is mentioned in the subject, the response will be included in the already existing ticket,
5. reply is again received in C4C and you can reply again ....