3 Options To Set Up Service Mailbox

As you know, one of the key strengths of Oracle Service Cloud (OSvC) is its email management capability, which handles email communication between customers and staff members. OSvC receives incoming email and manages all back-and-forth email replies between staff and customer until the incident is resolved.

For that you need to set up Mailboxes in OSvC, which are used to define the email accounts that OSvC should pull incoming email messages from, as well as outgoing email settings. There are two types of Mailboxes:

  • Oracle Managed Service Mailbox: Created, managed and monitored by Oracle.
  • General Service Mailbox: Created, managed and monitored by (your) Email Provider.

Even though this is a standard function of OSvC there is still a few questions and clarifications asked when it comes to the implementation. This post aims to expose options to set up, and hopefully answer a few questions.

Option 1 – General Service Mailbox (Intermediate)

With this setup, the flow would be:

  1. Customer sends email message to email@company.com
  2. Email message is received by the mailbox in the email provider servers
  3. Email message is redirected to an intermediate mailbox in email provider servers
  4. OSvC collects and deletes email message from intermediate mailbox
  5. OSvC creates Incident, and assigns to queue/agent
  6. Agent responds to customer’s email message
  7. OSvC sends response impersonating email@company.com

Oracle Service Cloud - Generic Service Mailbox Inter.png

Option 2 – General Service Mailbox (Direct)

With this setup, the flow would be:

  1. Customer sends email message to email@company.com
  2. Email message is received by the mailbox in email provider servers
  3. OSvC collects and deletes email message from email@company.com mailbox
  4. OSvC creates incident, and assigns to queue/agent
  5. Agent responds to customer’s email message
  6. OSvC sends response impersonating email@company.com

Oracle Service Cloud - Generic Service Mailbox Direct.png

Option 3 – Oracle Managed Service Mailbox

With this setup, the flow would be:

  1. Customer sends email message to email@company.com
  2. Email message is received by email provider servers
  3. And gets redirected to an Oracle-Managed Mailbox e.g. company@custhelp.com
  4. OSvC creates incident, and assigns to queue/agent
  5. Agent responds to customer’s email message
  6. OSvC sends response impersonating email@company.com

Oracle Service Cloud - Oracle Managed Service Mailbox.png

2 thoughts on “3 Options To Set Up Service Mailbox

  1. Hi Luis, excellent article as always explaining the different ways of using email.

    Just wanted to add 1 thing:
    As far as I know the main advantage of using managed mailboxes (option 3), is that there is no 15 minute process, but email comes into OSvC almost instantly.

    In the picture it still shows Pop3 collection every 15 minutes.
    Thanks for the article 🙂

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