11

Outbound Email

Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

Implementing Oracle Engagement Cloud 11 - 1

Objectives

After completing this lesson, you should be able to:

• Create email templates for outbound email messages
• Set up outbound email profile options

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 3

Implementing Oracle Engagement Cloud 11 - 2

Outbound Email

• In Oracle Engagement Cloud:

– Agents use outbound email to respond to customers
– Agents use outbound email to forward Service Requests (SRs) to internal resources
– The system uses outbound email to send automatic system responses to customers,
for example to acknowledge submission of an SR

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 5

Implementing Oracle Engagement Cloud 11 - 3

Message Types

• Three email message types correspond to the way the email is used in the application:
– Response type
— Used to send a customized response to a customer
– System Response type
— Used to automatically send standardized responses to customers
– Forward type
— Used to forward SRs internally

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 7

Implementing Oracle Engagement Cloud 11 - 4

Setup and Configuration for Outbound Email

• Create an email channel for the outbound email address

– You can create multiple channels to send email from different service mailboxes
• If the outbound email address is from a customer domain, set up domain rules to allow
Oracle to reply on the customer's behalf
– For example, if the Acme company wants the "From" address of the outbound email
to be support@acme.com, Acme must set domain rules to explicitly allow this
• Define email templates for each supported SR Message type
– Navigate to Application Composer > Service
– Choose the E-Mail Templates link on the menu, create a new template, and paste in
your desired HTML
• Use profile options to assign templates to message types

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 9

• The outbound email address set in the email channel will be used as the values for the
"From" and "Reply To" values of each outbound email
• Note that many email systems use Sender Policy Framework (SPF) to validate that incoming
mail from a domain comes from a host that is authorized by that domain. The purpose of
SPF is to detect email spoofing schemes that use fake addresses. Therefore, the customer
domain must set up rules that allow SPF to verify that Oracle is authorized to reply on behalf
of the customer domain. Otherwise, the receiving mail system may classify the reply as
spam or malicious email.
• Defining email templates is covered later in this lesson

<Course name> 1 - 5
 Email Template

• Is an HTML-formatted email template used to assemble the content of a message which

can include:
– Text written directly into the template (that will appear the same for all SRs)
– Placeholders for merge fields from the associated SR, such as the customer name
– SR Message text entered by the person who creates the email message
– Images, Links, and other HTML content

HTML
formatting
Image

Placeholder

Message text as
entered by sender
Link

Standard text

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 11

Implementing Oracle Engagement Cloud 11 - 6

Email Template Types

• Each SR Message type has its own separate template to support relevant formatting

Example of Example of
Response Forward
template template

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 13

Implementing Oracle Engagement Cloud 11 - 7

 Creating/Editing Email Templates

• Use Application Composer to create a new template or edit an existing template

Select
Service >
E-Mail
Templates

Edit the
Add a new selected
template existing
template

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 15

No templates come pre-seeded in Engagement Cloud.

You cannot be in a Sandbox when accessing Email Templates.

Implementing Oracle Engagement Cloud 11 - 8

 Fields and Data in the Email Template

Required fields
• Required fields
– Select the Service Request object
– Provide an appropriate unique
name
– Set a subject
— This can include SR field names
— For example, RE: [$Title]

Required field

Continued...

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 17

If you choose to edit an existing template, you will see the same values as shown in the Create E-
mail Template page, and can change those values.

Implementing Oracle Engagement Cloud 11 - 9

Fields and Data in the Email Template

• Paste in HTML for your template,

including
– The placeholder tag
<#MessageContent#> to indicate
where to substitute the text from the
SR Message written by the sender
of the email
– Any merge fields from the
associated SR
— A list displays available fields

The merge field

ContactPartyName will be
placed here

Message entered by agent will be placed here

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 19

Implementing Oracle Engagement Cloud 11 - 10

 Assigning Templates to Message Types

• Use the "Manage Outbound E-mail Profile Options" task to set the email template to use
for each SR message type
– SVC_SR_RESPONSE_TEMPLATE_NAME
– SVC_SR_FORWARD_TEMPLATE_NAME
– SVC_SR_SYSTEM_RESPONSE_TEMPLATE_NAME

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 21

Note: There are similar profile codes that end in _HRD, such as
SVC_SR_RESPONSE_TEMPLATE_NAME_HRD. These are used only for HR Help Desk and
should not be confused with the codes above.

Implementing Oracle Engagement Cloud 11 - 11

Email Attachments

• Use the "Manage Outbound E-mail Profile Options" task to set the profile option that
controls the size (in megabytes) for the total size of all email attachments allowed
– SVC_SR_EMAIL_ATT_SIZE

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 23

Implementing Oracle Engagement Cloud 11 - 12

Troubleshooting

• If outbound email is not using the template:

– Make sure that the template has been created in Application Composer
– Confirm that the appropriate profile option has been set with the correct template
name
• If outbound email does not contain the SR message text, make sure that the template
uses the tag #MessageContent# in the location where the text should be placed

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 25

Implementing Oracle Engagement Cloud 11 - 13

Recommended Practices

• Create email templates to:

– Brand your emails appropriately for your enterprise
– Ensure that agent responses include desired standardized content
– Allow agents to create new email responses more quickly and easily

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 27

Implementing Oracle Engagement Cloud 11 - 14

Lesson Highlights

• The outbound email process is used in multiple message types in Engagement Cloud,
including agent responses, automated responses, and forwarded internal email
• Email templates
– Include standardized text and branding content of your choice
– Ensure that emails are consistent in content and tone
– Include merge fields for the text of the agent’s message and other SR fields to
personalize the email

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 29

Implementing Oracle Engagement Cloud 11 - 15

Practice

• Customize and assign an email template

• Configure outbound email

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 11 - 31

Implementing Oracle Engagement Cloud 11 - 16