The Outlook Add-in allows you to work within MX without having the need to leave your inbox. This will let you gain an efficiency in your daily customer conversations. It ensures transparency on the state of each engagement across the organization. This integration will also auto populate all your meetings, contacts and emails in MX.
Username / Password Authentication
The user can sign into the Add-in using the CRM user and password combination, once the Add-in is loaded within Outlook.
Single Sign On (SSO)
Select when SSO is enabled. In this case, the user will be prompted with a pop-up to sign into the AD account.
The grant type authorization_code needs to be added while setting up the connected client. Refer to 'General Set Up' for additional information.
Opening Objects in CRM
For any object that is retrieved from the Add-in, the user can choose to directly open the respective object in CRM allowing the user to quickly access additional information without the need for searching the desired data point. For this, supported objects have an option to 'Open in In Mind Cloud' which is hidden behind the menu button (...):
Note: Use the Pin icon (which is highlighted in the image above), to ensure that your Add-in panel remains opened and refreshes to show records relevant to any newly selected emails or as you navigate around Outlook.
Incoming emails are used to retrieve information from CRM. For this, the email addresses on the envelope are parsed and looked up in CRM to retrieve matching contacts. For contacts that are known to CRM, accounts are being retrieved and listed in the Add-in. For all accounts, the add-in also determines Opportunity and Quote information providing a holistic view of relevant CRM objects for any given email in Outlook:
Saving Emails from Outlook to CRM
Every email can be associated to the following objects:
For this a 'Save Email' button is available (as seen in the previous screenshot). Upon click, the email is created in CRM with the respective relationship. Once an email is saved to CRM, it cannot be re-saved in CRM, i.e. preventing duplicate activities in CRM.
Discover New Contacts
For email addresses on emails that get synced to CRM and are not associated to a contact, the administrator has two options:
- Either, the system flags an email address as unknown. The user can create a new contact and replace the email reference with a CRM contact, or
- Have CRM automatically create a contact for all unknown email addresses.
Refer to 'Contact Auto-Creation' for additional information.
Meeting / Appointments
For meeting invites in the Outlook calendar, the lookup functionality works as described in the previous section. When looking at a meeting with the Add-in open, the user can choose to replicate the meeting to CRM by clicking the 'Save Event' link in the Add-in:
Create CRM Objects
When creating new CRM objects, the Add-in supports the following:
For each of these objects, specific fields need to be maintained. The creation form can be accessed here:
The Add-in also supports search Contacts, Account, Opportunities and Quote:
The search results are displayed as as cards which the user can further drill into.
Note: This Add-In is supported on Exchange 2013 or later.