Adding Emails from Microsoft Outlook and Lotus Notes
On Demand Outlook® Email Integration (OEI) and On Demand Notes® Email Integration (NEI) are modules that allow you to add emails from Microsoft Outlook and from Lotus Notes to Siebel CRM On Demand. Those emails become a history of all your account interactions, available to the entire sales team.
When you add emails to the application (either already received or outgoing emails), you can:
- Add the email as a task record (a completed activity) linked to Account, Contact, Lead, Opportunity, or Service records in Siebel CRM On Demand
- Add the email recipients as Contacts, Leads, Opportunities, or Service Requests to Siebel CRM On Demand
- Create followup tasks or appointments from the emails in Siebel CRM On Demand
- Update Siebel CRM On Demand records directly from Outlook or Notes, including new email addresses
- Search Siebel CRM On Demand to find addressee information
To use OEI or NEI, install it on your laptop or desktop computer.
OEI Installation
The OEI installation involves downloading and running a setup program which runs a simple InstallShield wizard. The wizard creates an Outlook plug-in that adds the following icons or labels to the Outlook toolbar:
- Add to Siebel On Demand. This appears in the Inbox toolbar.
- Send & Add to Siebel On Demand. This appears in the Message window toolbar.
- Siebel On Demand Find. This appears in the Message window toolbar.
Before you begin the OEI installation:
- Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand.
- Make sure Microsoft Word is not selected as your email editor. To verify that, click Tools in the Outlook menu bar and select Options. Under the Mail Format tab, clear the check box for this field: Use Microsoft Word to edit email messages.
To install OEI
- Exit Microsoft Outlook and close all its open windows.
- Sign in to Siebel CRM On Demand.
- Click the My Setup link at the top of any page.
- On the Personal Homepage, click the Data & Integration Tools link.
- On the Data & Integration Tools page, click the Siebel Outlook Email Integration On Demand link.
- On the Siebel Outlook Email Integration On Demand page, read the information and then click the Download Siebel Outlook Email Integration On Demand link.
- Repeat Step 6.
- Click Save (recommended) or Open to unzip the OEI files and save them to your hard drive.
- On your hard drive, open the OEI Setup.exe file and follow the instructions to complete the installation.
NEI Installation
The NEI installation involves downloading and running a setup program that runs a simple InstallShield wizard. The wizard installs and registers a Lotus Notes plug-in that adds the following buttons to the folder and memo views in Lotus Notes:
- Add to Siebel. This button appears in the Inbox and Sent Items folder views.
- Send & Add to Siebel. This button appears in the New Memo and Reply Memo views.
Before you begin the NEI installation:
To install NEI
- Exit from Lotus Notes, and close all of its windows.
- Obtain the NEI Installer from your On Demand administrator, and save it to your desktop.
- From your desktop, run Siebel_LNEI_OnDemand.exe, and then follow the instructions to complete the installation.
Uninstalling OEI or NEI
You can uninstall OEI or NEI at any time using the Microsoft Windows Add/Remove Programs utility.
Adding Email Information to Siebel CRM On Demand
When adding email to Siebel CRM On Demand, the combined file size for the email and attachment cannot exceed 5 megabytes (MB).
To add email information
- Highlight or open the email you want to add to Siebel CRM On Demand.
- Click the Add to Siebel On Demand icon in the toolbar.
- In the Sign In window, enter the email address and password you normally use to access Siebel CRM On Demand.
NOTE: You only need to sign in one time for each Outlook or Notes session; you do not have to log in again until you close Outlook or Notes. Data that is sent to and from On Demand from OEI or NEI is always encrypted for security.
- To automatically link emails during this session with the contact names in the To, Cc, and From fields, select Yes for Automatic Association.
The application searches the emails in Siebel CRM On Demand and automatically adds this email as a completed task. If no match is found, the window appears for you to manually search and link the email to records.
- Click the Sign In button.
The application searches records in Siebel CRM On Demand and displays the results in the Create a Task window, as described in the following table.
This area
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Contains these records
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Selected Records
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Initially, this area shows the contact records whose email addresses in Siebel CRM On Demand exactly match the ones in the To, Cc, and From fields in the emails.
You can move records from other areas in this window to the Selected Records. When you click Save in this window, the application saves the email to all the records in this area and to account records linked to them.
NOTE: A contact must have a linked account record for this email to be saved to it.
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Email Recipients Not Found
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This area shows names appearing in the To or Cc fields in the email that cannot be mapped to existing contacts in Siebel CRM On Demand.
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Related Records
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This area shows records in Siebel CRM On Demand that are linked to the contact records corresponding to the email recipients.
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- From the Create a Task window, you can do the following:
To do this
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Follow these steps
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Add follow-up tasks or appointments to Siebel CRM On Demand
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- In the Options After Saving area, select the Create a New Task or Create a New Appointment check box.
- Click Save.
- In the New Task or New Appointment form, update the information and save the record.
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Add a new opportunity or service request linked to an email recipient
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- In the Selected Records area, right click on the email recipient name.
- Select Add New Opportunity to On Demand or Add New Service Request to On Demand.
- Update the information in the New Opportunity or New Service Request form.
- Click Save.
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Add the email recipient as a contact or lead
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- In the Email Recipients Not Found area, right click on the email recipient name.
- Select Add to On Demand (for a new contact record) or Add New Lead to On Demand (for a new lead record).
- Update the information in the New Contact or New Lead form.
- Click Save.
The email recipient's name moves to the Selected Records area in the window.
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Add this email as a completed task
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- Make sure a record appears in the Selected Records area.
- Click Save.
The email is saved as a completed task linked to each record in the Selected Records area along with accounts linked to those records. The default values shown in the Activity Details are used unless you update them.
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Link this email to another record
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- In the Create a Task window, double-click on any found records to move them to the Selected Records area.
- (Optional) Update the default settings in the Activity Details area.
- Click Save.
This email is saved as a task linked to the selected records with the values shown in the Activity Details area.
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Remove the record from the Selected Records area
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- Double-click the record. It moves to the left side of the window so that it won't be linked to this email.
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Search Siebel CRM On Demand for additional contacts, accounts, opportunities, leads, or service requests
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- In the Search drop-down list, select the record type.
- Enter the name for which you want to search.
- Click Submit.
Records matching the name appear in the Search Results area.
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Update a record
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- Right click on the record.
- Select Edit.
- Update the information in the Edit form.
- Click Save.
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Update an email address in On Demand from this email
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- In the Search Results area, right click on the record.
- Select Associate email address.
- In the Associate Contact with Recipient window, select the updated email address from the drop-down list.
- Click Save.
The new email address appears in the contact record.
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View record information, such as the record name, email address, and related record names
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- Move your mouse over the record and keep it there until the tool tip appears, showing this information.
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To send an email and add the email to Siebel CRM On Demand
- In Microsoft Outlook, click New in the toolbar. In Lotus Notes, click the New Memo or Reply button.
- (Optional) Add email recipients from the On Demand Contacts records:
- In the Message window, enter a name in the Siebel On Demand Find field.
- Press Enter.
A window displays contacts found in On Demand.
- Select one of these options: To, CC, or BCC.
- Click Select.
- Enter additional information as you normally would for sending an email.
- Click Send & Add to Siebel.
When you click Save in the window, the email is sent to the recipients you selected, and the email itself is saved according to the information in the Create a Task window.
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