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Venkateswara Reddy Yerasu (VenkatYerasu)
Cognizant
Sr. Associate
Cognizant
AU
VenkatYerasu Member since 2011 7 posts
Cognizant
Posted: April 29, 2018
Last activity: May 3, 2018
Posted: 29 Apr 2018 22:25 EDT
Last activity: 3 May 2018 4:05 EDT
Closed

How to validate email id is exist or not while triggering correspondence.

We are sending correspondences to end user for further information and waiting for user response, SLA starts after correspondence triggered.

  • In some scenario’s “Customer email Id” will be the wrong and in this case “Fix Correspondence” will happen to Fix correspondence wrong email id.
  • “SendEmailMessage” OOTB function will validate the email id and returns “invalid Address” if it is not valid But it is not validating whether email id is exist or not. Case is routed to next assignment and SLA starts in.

So We are facing SLA breach issues if email is not triggered to customer if it is not exist. Can you provide any info to overcome this issue.

Case Management
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