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Microsoft® Outlook® Integration

Overview

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.

Related Reading

Recommendations

Steps to Integrate

  1. Configure Outlook Integration security rights: Determine who can set or override defaults, run the Add-In from Outlook, and add, edit, or delete Outlook Integration Configurations.
  2. Create an Outlook Integration Configuration in CSM Administrator: Use the Configure Outlook Integration window (accessed from the Outlook Integration Manager) to create an Outlook Integration Configuration and define:
    1. General settings for the Outlook Integration Configuration: Name, description, auto-link options, and Conversation ID options.
    2. Customer Identification settings for the Outlook Integration Configuration.
    3. Which Business Objects can be linked to Outlook e-mails.
  3. Configure Outlook Integration Configuration Defaults: Define which Roles can view and use which Outlook Integration Configurations.

See Also

About CSM Integrations

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