Create a CRM record from Microsoft Outlook

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create a new lead or contact record and associate an email to it directly from Microsoft Outlook, enabling you to capture new prospects without leaving your inbox.

    Antes de Iniciar

    Role required: sn_crm_outlook.crm_outlook_user

    Por Que e Quando Desempenhar Esta Tarefa

    When you receive an email from a new prospect or customer who doesn't exist in your CRM, you can create a lead or contact record and associate the email in a single action. The sender's email address and other related information is automatically populated in the new record.

    Procedimento

    1. Open an email in Microsoft Outlook.
    2. Load the Microsoft Outlook add-in by selecting ServiceNow CRM for Outlook from the Microsoft Outlook ribbon.
    3. Opcional: If you're logged out, select Log in and enter your credentials.
      The add-in displays tabs for Leads, Accounts, Contacts, and More (which includes Opportunities).
    4. Select a record type from the Create new drop-down menu.
      Record typeDescription
      Lead New lead record for a potential customer who has shown interest but is not yet qualified. For a description of the field values, see Lead form in ServiceNow CRM for Outlook add-in.
      Contact New contact record for an individual associated with an existing or new account. For a description of the field values, see Contact form in ServiceNow CRM for Outlook add-in.
    5. Complete the required fields and any optional fields relevant to your workflow.
    6. Select Create and associate.

    Resultado

    The CRM record is created and the email association is logged, enabling you to continue engagement tracking from either Microsoft Outlook or CSM/FSM Configurable Workspace.

    O que Fazer Depois

    You can view the associated emails if you have the staging_emails_admin role. For more information, see Track emails linked from Microsoft Outlook.