To correctly configure the system for incoming service issues via email, two core activities are essential. First, an inbound email channel must be created, as shown in option A. This step establishes the email address ([email protected]) that customers will use to send their service requests. Second, ticket routing rules must be defined to automatically process the tickets generated from this channel. Option B illustrates this by creating a rule that routes tickets from the specified email channel to the "Service Team" queue. These two configurations work together to ensure incoming emails are converted into tickets and assigned to the appropriate team for resolution.

C: This screenshot shows a workflow rule that sends an outgoing email when a ticket is completed. This is a process automation step, not a configuration for handling incoming issues.

D: This screenshot shows the setup of service categories. While these are used to classify tickets, this configuration does not handle the initial receipt or routing of incoming service requests.

1. SAP Service Cloud Administration Guide: In the section "E-Mail Channels," the guide details the process of setting up inbound email addresses to enable the creation of tickets from customer emails. This directly supports the configuration shown in option A. (Accessed via SAP Help Portal for SAP Service Cloud).

2. SAP Service Cloud Administration Guide: The section "Define Rules for Ticket Routing" explains how to create rules that automatically assign incoming tickets to specific queues or agents based on various attributes, including the channel of origin (e.g., a specific email address). This validates the configuration in option B. (Accessed via SAP Help Portal for SAP Service Cloud).

3. SAP Cloud for Customer Administrator Guide: The "Workflow Rules" section describes how to automate actions based on changes to business objects, such as sending a notification when a ticket's status is updated. This confirms that option C relates to process automation, not initial ticket intake. (Accessed via SAP Help Portal for SAP Cloud for Customer).