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Rule to check source e-mail

Received Response
edited Jul 27, 2018 6:16PM in Agent Desktop 2 comments


Our business as two e-mails that forward to a single Oracle service mailbox. For example [email protected] and [email protected] both forward to [email protected] which is the oracle service mailbox. Is there a way to create a rule that checks which e-mail address was used to contact the service mailbox? So going back to the example, a rule that checks whether the customer e-mailed help1 or help2. That way we can create a rule that says if customer sent inquiry via help1, do this. If customer sent inquiry via help2, do that.


Service Cloud 18A

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