Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Inbound/PreferredEmailFields.htm

## Using Preferred Email Fields

Business admin users can configure a list of preferred email fields to search for on Account and Address records. When a Service Center Rep selects an email inbox, the system searches for those preferred fields and attempts to associate each email with the correct account. Service Center reps can then view the email cards in the email inbox and quickly identify those with account matches and create a case.

**Who can use this feature?**

* Business Admin Users - Browser
* [Configuring Preferred Email Fields](#Configur)
* Service Center Reps - Browser
* [Using Preferred Email Fields](#Using)
* Users do not require an additional license

### Configuring Preferred Email Fields for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To configure which email fields are used to match incoming emails to accounts:

1. Navigate to **Admin > Users & Groups > Permission Sets**.
2. Select the appropriate Permission Set.
3. Select the **Objects** tab.
4. Grant the following permissions:

| Object | Object Permission | Object Types | Fields | Field Permission |
| --- | --- | --- | --- | --- |
| console\_application\_settings\_\_v | R | service\_center\_\_v | preferred\_email\_search\_\_v | Read |

### Configuring Preferred Email Fields for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

To configure this feature, ensure [Configuring Service Center](../SCConfig.htm) is complete.

### Using Preferred Email Fields as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To configure this feature:

1. Navigate to **Business Admin > Objects > Console Application Settings**.
2. Select the **Default** record.
3. Select **Edit**.
4. Specify preferred account and address fields in the Preferred Email Search field using a double-semicolon-delimited list of up to five email sub-type fields in the format object\_name.field\_name. Supported objects are Account (account\_\_v) and Address (address\_\_v). Standard (\_\_v), system (\_\_sys) and custom (\_\_c) fields are supported. For example, account\_\_v.email\_cda\_\_v;;address\_\_v.email\_field\_\_c. Duplicate fields within a setting are ignored.

If the Preferred Email Search field is empty, a search is not performed when creating a case from an email

### Using Preferred Email Fields as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Preferred email fields allow Service Center reps to create cases from emails more efficiently. Service Center uses the preferred fields to display account matches based on the sender's email address.

To create a case from an email using preferred search fields:

1. Select the **Inbound** tab.
2. Select an email inbox. If a sender's email address is found in one of the configured preferred email fields, the inbox card and preview pane display a possible account match. The sender icon is green and the account name displays instead of the email address.
   ![](../../../Resources/Images/Service Center/SC_Preferred.png)
3. Select **Create Case**.

### Related Topics

[Using My Cases for Service Center Inbound](SC_MyCases.htm)

[Using Service Center](../Using/SCUsing.htm)