Define Customer Identification Options for an Outlook Integration

Use the Identify Customer page in the Configure Outlook Integration window (accessed from the Outlook Integration Manager) to define options for identifying customers and associating them with the appropriate Customer and Business Object Records.

The options for identifying customers are ordered hierarchically. If more than one option is selected, CSM attempts to identify customers by the first option selected, then by the second, etc. For example, if Find Customers by E-mail Address and Custom is selected, CSM attempts to find the customer by email address first; if it cannot identify a customer using that method, it attempts to identify the customer based on the Custom settings.

To define Customer Identification options:

Find Customers by E-mail Address

Look up the sender's email address in the email field of the appropriate Customer Object, and then specify which field CSM should search in Customer objects. This is useful if emails are received from a particular company but do not necessarily know who at the company will be sending the emails (example: If an email comes in from [email protected], the system searches the Business Object and Field for

  • Use Default E-mail Address Fields: Select this radio button to have CSM look in the Customer Object (and its associated children) in the field that is marked as the email field.
    This is almost always the most appropriate option.
  • Search All Contact Manager Objects: Select this check box to have CSM search email fields in all objects in the Contact Manager.
    It is possible to include other objects in addition to the Customer Object in the Contact Manager (example: External data). If Customers are kept in an External Business Object or other custom object, then check this option to include it in the search.
  • Custom Business Object or Field: Select this radio button to have CSM always search a particular Business Object and look in a particular field to identify Customers, and then select the Business Object and Field in the drop-down lists.

This is an advanced option for use when email addresses are stored in a non-standard object for specialized use (example: A server list that sends alerts). If these are not requirements, use the Customer - Internal Business Object default.

Find Customers by Domain

Look up the sender's domain in a specified Business Object and Field (select the Business Object and Field in the drop-down lists).

In order for this to work, the selected Business Object must be configured to have an appropriate field containing the domain. Create a field and either require it to be manually filled or use an Expression to determine the domain from the already-entered email address (which can be done easily using a Text After Modifier).


Look up Customers by searching for a value in a Business Object that are specified. This is useful if Customers need to be identified using information other than an email address. This option uses information other than the sender's e-mail address (ex: Subject) to identify Customers. In the drop-down, select what and where CSM should search:

  • Value to Find: Select the area of the email (example: Subject) to search.
  • Business Object: Select the type of Business Object to search.
  • Field: Select the field to search in the Business Object.
Default Customer to Use Select a default Customer from the Contact Manager (select the Ellipses button). CSM uses the default customer with which to associate Business Objects if the customer cannot be identified using the other methods. This option designates a default customer if CSM cannot identify a customer using the other methods. This is useful to automatically link emails from unknown addresses to a particular place for later review.