CRM Outlook Add-in
Summarize
Summary of CRM Outlook Add-in
The CRM Outlook Add-in integrates ServiceNow CRM functionality directly into Microsoft Outlook, enabling sales teams to capture and log email interactions without switching applications. Sales representatives can search for and associate emails with CRM records such as leads, contacts, opportunities, and accounts, or create new records within Outlook. Administrators can configure redirect rules to automatically route high volumes of emails to ServiceNow, enhancing efficiency and data consistency.
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Key Features
- Email Association: Link emails to existing CRM records or create new leads and contacts directly from Outlook.
- Search Functionality: Find CRM records by sender details like name, email, or company within the add-in.
- Email Promotion: Emails linked through the add-in are promoted from the Staged Email table to the Email table, making them visible to agents in the workspace.
- Redirect Rules: Administrators can automate email routing to ServiceNow for high-volume capture without manual intervention.
Users and Roles
- Sales Representatives: Use the add-in to associate emails, search CRM records, and create new leads or contacts efficiently.
- Sales Managers: Gain better visibility of customer engagement and deal progress through consistently logged email interactions.
- CRM Administrators: Manage the add-in configuration, user roles, and email redirect rules to support seamless email capture.
Workflow Summary
After installation and deployment by administrators, sales representatives receive emails in Outlook, open the ServiceNow CRM for Outlook add-in, and search or create CRM records to associate with the email. This process captures inbound inquiries and maintains accurate, accessible records without leaving Outlook.
Benefits
- Eliminates context switching, reducing manual data entry and improving productivity for sales teams.
- Ensures consistent and comprehensive CRM data for enhanced pipeline visibility and follow-up tracking.
- Improves collaboration by making associated emails visible to agents within the workspace.
Next Steps
To maximize use of the CRM Outlook Add-in, explore configuration and activity management documentation to tailor email capture and interaction tracking to your organization's needs.
The CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook.
CRM Outlook Add-in overview
The CRM Outlook Add-in application packages the ServiceNow CRM for Outlook add-in, enabling sales teams to capture and log email interactions into ServiceNow CRM without having to leave Microsoft Outlook. Sales representatives can search for CRM records, associate emails with leads, contacts, opportunities, and accounts, and create new records. For high-volume email capture, administrators can configure redirect rules to route emails automatically to their ServiceNow instance without manual association. This ability eliminates context switching between applications, reduces manual data entry, and promotes consistent CRM data for better pipeline visibility and follow-up tracking.
CRM Outlook Add-in users
| User | Description |
|---|---|
| Sales representative | Searches for CRM records, associates emails to track engagement, and creates leads or contacts directly from Outlook. |
| Sales manager | Gains visibility into customer engagement and deal progression through consistently logged email interactions. |
| CRM administrator | Configures the CRM Outlook Add-in plugin, manages user roles, and sets up email redirect rules. |
CRM Outlook Add-in workflow
The following workflow illustration shows how a sales representative captures an inbound inquiry using the CRM Outlook Add-in.
- As an admin, install the CRM Outlook Add-in.
- Deploy the ServiceNow CRM for Outlook add-in using the manifest file.
- Configure email promotion so that emails associated with CRM records through the ServiceNow CRM for Outlook add‑in are promoted from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace.
- A prospect submits an inquiry through the company website or sends an email directly to a sales representative.
- The sales representative receives the email in their Outlook inbox and opens the ServiceNow CRM for Outlook add-in.
- The representative searches for existing CRM records matching the sender's name, email, company, or other identifying information.
- If a matching record exists, the representative associates the email to the lead, contact, opportunity, or account.
- If no matching record exists, the representative creates a lead or contact record and associates the email to that record in one action.
CRM Outlook Add-in benefits
| Benefits | Feature | Users |
|---|---|---|
| Locate CRM records such as leads, opportunities, accounts, or contacts, and link emails without leaving Outlook. | Associate an email with an existing CRM record | Sales representative, Sales manager |
| Capture new prospects immediately from inbound inquiries with auto-populated sender information and associate emails in a single action. | Create a CRM record from Microsoft Outlook | Sales representative |
| Promote emails from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace. | Make emails associated through the CRM Outlook Add-in visible to agents | CRM administrator |
| View associated emails from the CRM entity records. | Track emails linked from Microsoft Outlook | CRM administrator |