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

Email Management: Mailboxes

There are two mailbox types in RightNow CX:

  • Service
  • Marketing

Service mailboxes are used only with the RightNow Service application, while Marketing mailboxes are used with either RightNow Marketing or RightNow Feedback.

Mailboxes are used to define outgoing email settings and to specify the email accounts to pull email messages from. You cannot send or receive email from an application until at least one mailbox is configured and enabled for your RightNow CX interface.

Service and Marketing mailboxes cannot be share in order to ensure accurate processing of replies, inbound messages, and bounces. Techmail (*) handles messages in the Service mailbox differently from how it handles them in the Marketing mailbox.

Mailboxes can be configured to handle only outgoing email, only incoming email, or both.

  • Outgoing email settings define the identifying information to be included in outgoing email sent by the mailbox, such as the Envelope From/Bounce Address, Friendly From/Branded Address, Reply-To Address, and Display Name.

em1

  • Incoming email settings define the POP server, POP account, and password used to access incoming email. Other incoming settings provide methods to filter mail messages (by applying discard filters and restricting file attachments by size and file type) and forward rejected messages to another email address.

em2

To safeguard your email communication, RightNow CX supports SSL and S/MIME security methods along with the ability to manage certificates and authentication options. Together, these features can provide a high level of security for messages traversing the Internet between you and your customers.

em3

* Techmail: A scheduled utility that retrieves mail from specified POP3 mailboxes. RightNow Service processes some of the mail into new incidents and routes the incidents using business rules (depending on settings). RightNow Marketing and RightNow Feedback process bounced messages to assist in tracking incorrect email addresses.