Microsoft Outlook Integration

Overview

Microsoft Outlook® CSM integrates with Outlook® through the Cherwell Outlook Add-In to interact with SMC Buisness Object Records. The Outlook® Add-In allows Users to track e-mail correspondence from Microsoft Outlook and interact directly with CSM Records. With the Add-In, automatically link incoming e-mails to records, execute Actions against records, and capture e-mail history.

How the Integration Works

When installing the Cherwell Outlook Add-In in Microsoft Outlook, a Cherwell group appears in the Outlook ribbon. From here, 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, 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

• CSM E-mail Good to Know
• Configuring CSM Outlook Integration Configurations in CSM Administrator
• Cherwell Outlook Add-In Interface

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.

      A Conversation ID is a unique, alphanumeric identifier that correlates an e-mail message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into e-mails to identify if a particular e-mail is a reply to a previous message that was associated with a specific Business Object record. A Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is an identifier for the particular CSM system (set this value in the History Attachment Options for a global e-mail account), and the numeric indicator is the specific Conversation ID. The number is automatically incremented for each message.

   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.