Associate an email with an existing CRM record

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

    • Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without switching between applications.

    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 customer or prospect, you can search for matching CRM records and associate the email to maintain a unified engagement history, directly from Microsoft Outlook. If no matching record exists, you can create a new lead or contact instead. For more information, see Create a CRM record from Microsoft Outlook.

    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 tab for the record type you want to search.
      • Leads
      • Account
      • Contacts
      • Opportunities
    5. In the Search field, enter a name, email address, or other identifying information.
      Use Filters to narrow results by specific criteria.
    6. Locate the record you want to associate and select Associate.
      The email is linked to the CRM record. The association appears in the record's activity history in ServiceNow CRM.
    7. Opcional: Enter additional information for a CMR entity, and select Save.
      For more information about the form fields, refer to the corresponding topic.
      CRM entityForm field reference
      Lead Lead form in ServiceNow CRM for Outlook add-in
      Opportunity Opportunity form in ServiceNow CRM for Outlook add-in
      Account Account form fields in ServiceNow CRM for Outlook add-in
      Contact Contact form in ServiceNow CRM for Outlook add-in
    8. Opcional: To view the associated record in the CRM, select Open.
      You're redirected to the entity record in the CSM/FSM Configurable Workspace.

    Resultado

    The email is now associated with the CRM record, and the engagement is logged for future reference.

    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.