Communication Channels

Get Involved. Join the Conversation.


    Hamzeh Al Karmi
    Email content mapping with the Service RequestAnswered
    Topic posted December 12, 2018 by Hamzeh Al KarmiSilver Medal: 2,000+ Points, last edited December 12, 2018, tagged Email 
    66 Views, 2 Comments
    Email content mapping with the Service Request
    Anyone can help in providing me with an answer on how to configure the system to map the email content into a service request?

    Hello everyone,

    I am trying to get an idea on how Oracle Engagement Cloud, when receiving an email, maps between the content of the email and the fields in the service request to create a new service request. Is it done through the manage lookup filters task? If so is there a template to use for when entering an email the customer can enter the details which in turn are mapped by the system to create the service request?

    Thank you,

    Best Comment

    Sebastiaan Draaisma

    Not sure if you mean Oracle Engagement Cloud or Oracle Service Cloud (this is the OSVC forum).

    If it's OSVC you mean than you can create a business rule that looks in the customer entry and assign it a specific queue/mailbox etc. If its Engagement Cloud you mean you are adviced to place your topic in this forum: