---
sourceDocument: Australia Sales and Order Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/order-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Sales and Order Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Associate emails

# Associate an email with an existing CRM record {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.

## Vorbereitungen

Role required: sn_crm_outlook.crm_outlook_user

## Warum und wann dieser Vorgang ausgeführt wird

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](https://servicenow-prod.fluidtopics.net/VsbfyTwpwI99fDh1x0yyXQ "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.").

## Prozedur

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. **Wahlweise:** 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
   {#associate-email-crm-outlook__choices_qxp_htv_h3c}
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. **Wahlweise:** Enter additional information for a CMR entity, and select Save.  
   For more information about the form fields, refer to the corresponding topic.

   | CRM entity | Form field reference |
   | Lead | [Lead form in ServiceNow CRM for Outlook add-in](https://servicenow-prod.fluidtopics.net/TVGqMZFdZXokJ6WZ_Qqygg "Field descriptions for creating or viewing a lead record from the ServiceNow CRM for Outlook add-in.") |
   | Opportunity | [Opportunity form in ServiceNow CRM for Outlook add-in](https://servicenow-prod.fluidtopics.net/cJxXKtHKdDtz9B~FAe0bnw "Field descriptions for viewing or editing an opportunity record from the ServiceNow CRM for Outlook add-in.") |
   | Account | [Account form fields in ServiceNow CRM for Outlook add-in](https://servicenow-prod.fluidtopics.net/WMQZ5aFJWoUit8nh6IY0Gg "Field descriptions for viewing or editing an account record from the ServiceNow CRM for Outlook add-in.") |
   | Contact | [Contact form in ServiceNow CRM for Outlook add-in](https://servicenow-prod.fluidtopics.net/QyQvEbmleSffCfFveYOPrg "Field descriptions for creating a contact record from the ServiceNow CRM for Outlook add-in.") |
   |-|-|

   {#associate-email-crm-outlook__choicetable_ypb_cjw_h3c}
8. **Wahlweise:** To view the associated record in the CRM, select Open.  
   You're redirected to the entity record in the CSM/FSM Configurable Workspace.

## Ergebnisse

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

## Nächste Maßnahme

You can view the associated emails if you have the staging_emails_admin role. For more information, see [Track emails linked from Microsoft Outlook](https://servicenow-prod.fluidtopics.net/oyz_o0jkh59wUcCysWVU5A "View emails that have been linked to CRM records using the Microsoft Outlook add-in from the Staged Email [sys_email_staging] table for auditing or troubleshooting.").