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Email to Case in Service cloud is not sending email to company outlook inboxes.

Once an email to case occurs, support agents should receive an email to their company outlook inbox.

We can see on the back end that emails are being sent from service cloud, our IT department can see them come through, manually releases them yet still no emails hit the outlook inboxes?

We have IP whitelisted all IPS from the following documentation and still nothing???

https://help.salesforce.com/articleView?id=000321501&type=1&mode=1

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