Microsoft® Outlook® CSM integrates with Outlook® through the Cherwell Outlook Add-In so that you can interact with SMC Buisness Object Records. The Outlook® Add-In allows you to track e-mail correspondence from Microsoft Outlook and interact directly with CSM Records. With the Add-In, you can automatically link incoming e-mails to records, execute Actions against records, and capture e-mail history.
How the Integration Works
When you install the Cherwell Outlook Add-In in Microsoft Outlook, a Cherwell group appears in the Outlook ribbon. From here, you can configure the Add-In to connect to CSM and scan incoming e-mails. If the Add-In can identify a Customer and a specific Business Object Record, it automatically links incoming e-mails to records. To link e-mails that already exist in Outlook, you can click the Rescan Items button to establish links. When an e-mail is linked to a record, the e-mail is tracked and stored as a Journal - Mail History Record on the linked record.
For more information about the Outlook Add-In, see About the Cherwell Outlook Add-In.
Steps to Integrate