Emails display question marks for detokenized values through the Cloud Data Protection Communication Server

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Article ID: 168967

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Updated On:

Products

CDP for Salesforce

Issue/Introduction

Emails detokenized through the Cloud Data Protection Communication Server are not detokenized back into clear text but instead display as question marks.

Cause

The cause of the question marks being displayed is due to the Email Encoding being configured to an incorrect character set in the profile for the user in question.

Resolution

As the tokens created by the CDP gateway are in UTF-8 encoding, all users must set their Email Encoding to UTF-8 in their profile in order for the token values to be preserved.

To change the Email Encoding to UTF-8:

  1. Click on Setup
  2. Go to Manage Users, then click Users
  3. Select the profile in question and change the Email Encoding to UTF-8 as seen below.