Configuring CSM Outlook Integration Configurations in CSM Administrator

Use CSM Administrator to configure CSM to integrate with Microsoft Outlook and interact with CSM Business Object Records directly from the Outlook interface.

To configure an Outlook Integration Configuration:

  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 email message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into emails to identify if a particular email 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 emails.
  3. Configure Outlook Integration Configuration Defaults: Define which Roles can view and use which Outlook Integration Configurations.