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Default character encodings for outgoing email
Answer ID 2668   |   Last Review Date 05/05/2020

What is the default character encoding for outgoing Service email, and how does it impact my customers?

Environment:

Oracle Service Cloud, All versions - Interfaces / Languages

Resolution:

Each interface is language specific.  Therefore, the outgoing email character encoding default is language specific.  

The Service outgoing email encoding utilized is as follows:

(1) For Service, the interface encoding for the assigned interface of the incident, not the interface logged into.

(2) For Service, forwarded email encoding is the encoding of the interface logged into.

For example, an agent is logged into an English interface configured to use the UTF-8 encoding.  The agent is working an incident associated to the Japanese interface configured to use the ISO-2022-JP encoding.  The incident response will use the Japanese interface encoding.  If the incident is forwarded while logged into the English interface, the English interface encoding UTF-8 will be used for the forwarded email.

The following table identifies the language group and the default character encoding.  As an example, a French interface (Western European language) would have an outgoing email encoding of UTF-8. 

Language

Character Encoding

Western Europe

UTF-8

Western and Central Europe

ISO-8859-2

Cyrillic (e.g., Russian) *

ISO-8859-5

Greek

ISO-8859-7

Japanese

ISO-2022-JP

Simplified Chinese - Mainland China

GB2312

Traditional Chinese - Hong Kong

Big5

Traditional Chinese - Taiwan

Big5

Korean

ISO-2022-KR


Arabic

ISO-8859-6
When multiple languages are used with Arabic,
UTF-8 should be used.

By default, outgoing email is NOT configured as a universal encoding except for Western European starting with the August 2010 version.

The character encoding UTF-8 is the most universal encoding.  However, some characters may still not display correctly depending on the recipient’s email client as not all email clients support it.

Note:  Outlook 2013 for Japanese appears to only support EUC, SHIFT-JIS, and UTF-8 encoding but NOT ISO-2022-JP.  Outgoing email may have garbled characters. If customer base or agent base is using Outlook 2013 the outgoing encoding may need to be changed for consistency. It is recommended to use UTF-8 if a change is required to make across interface incident handling consistent.

Before deciding to change the character encoding to UTF-8, evaluate your customer base for the interface and/or language to determine if the change is appropriate to that customer base.  The recommendation is for the Agent to use the interface of the language of the customer base.  

To change the outgoing email encoding for an interface, you will need to submit an incident requesting a change in the outgoing email character encoding.  The specific site and interface are required to confirm the change.

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