Configure CRM access from Microsoft Outlook

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Microsoft Outlook inbox, eliminating the need to switch between applications.

    Before you begin

    The CRM Outlook Add-in must be installed on your ServiceNow instance. For more information, see Install CRM Outlook Add-in.

    Role required: sn_crm_outlook.crm_outlook_admin

    About this task

    This procedure describes how to install the ServiceNow CRM for Outlook add-in on your Microsoft Outlook client. For information about how to deploy and centrally manage the add-in across your organization, refer to the Microsoft Outlook product documentation on deploying and publishing Office add-ins.

    Procedure

    1. Log in to your ServiceNow instance.
    2. Download the manifest file.
      1. Navigate to All > ServiceNow Add-Ins for Office > Office Add-in Manifests.
      2. Select ServiceNow CRM for Outlook from the list.
      3. Download the file on your computer by selecting Download Manifest.
        You can also provide the manifest.xml file to your agents so they can install the add-in to their Microsoft Outlook clients.
    3. Install the ServiceNow CRM for Outlook add-in on your Microsoft Outlook client.
      1. Open your Microsoft Outlook client.
      2. On the Microsoft Outlook client, select the See more items icon and select Get Add-ins.
      3. Navigate to My add-ins > Custom Addins.
      4. From the Add a custom add-in drop-down menu, select Add from File.
      5. Browse to and select the manifest file.
      6. Review the warning and select Install.
        The ServiceNow CRM for Outlook add-in is installed and available in your Microsoft Outlook client.

    What to do next

    Log in to the ServiceNow CRM for Outlook add-in to start using it.