The Outlook Add-in allows you to work within the Digital Sales Platform without needing to leave your inbox. This will let you gain 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 the Digital Sales Platform and access to real-time data in your inbox.
Username / Password Authentication
Once the Add-in is loaded within Outlook, the user can sign into the Add-in using the CRM user and password combination.
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.
Discover New Contacts
For email addresses on emails that get synced to CRM and are not associated with 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
The Add-in supports the creation of the following objects (customized):
For each of these objects, specific fields need to be maintained. The creation form can be accessed here with the 'add' button:
The Add-in supports the search and filter of the following objects:
They may be accessed with the 'filter' button:
Note: This Add-In is supported on Exchange 2013 or later.
The user(s) can now customize the outlook add-in based on customer requests by changing the labels of fields and object to meet specific needs. The user(s) can also capture data points that are most critical for their workflow as well as disabled objects and features to declutter the screens.
- Hide (like an opportunity if not used in phase 1)
- Disable create (like disable create of account)
- Disable search for an object
- Change object label (Change account to Prospect)
- Change field label
- Change fields printed on basic view
- Change fields printed on creating a form
- Change the fields printed on the detail form
- Decide the ones that can be edited and change the sort sequence of these fields.
The user(s) can modify the settings via the Digital Sales platform. 'Activities' > 'Groupware Administration' > 'USERS' (for a specific user(s) OR 'GLOBAL SETTINGS' (to apply to all users).
The user(s) may save a contact email in Outlook and link to an existing Opportunity. Select 'Opportunities' > select the type of opportunities > select '+ Save Email'
On the Digital Sales Platform, the email will be saved and linked to the opportunity that was previously saved in Outlook.
Go to 'Activities' > 'All Emails' > select the saved email > select 'Role/Function' OR 'Related Objects'
Emails Cropping Enablement
Based on the admin settings, when saving an email, the user(s) can decide if the email should be cropped by default. For more information on synchronization, please refer to 'Using the Server-side Synchronization'.
A pop-up will show, with the option to crop the email based on the configuration settings, together with e "Record" button to save.
To view saved emails on the Digital Sales Platform, go to 'Activities' > 'All Emails'.
Here is an example where the crop function was enabled and only the last email thread was saved: