CRM Outlook Add-in
Learn how CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook, and discover the benefits it provides for sales representatives and managers.
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 leaving Microsoft Outlook. Using the add-in, sales representatives can search for CRM records, associate emails with leads, contacts, opportunities, and accounts, and create new records when needed. For high-volume email capture, administrators can configure redirect rules to route emails automatically to ServiceNow without manual association. This 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 illustrates how a sales representative captures an inbound inquiry using the ServiceNow CRM for Outlook add-in.
- As an admin, install the CRM Outlook Add-in and deploy the ServiceNow CRM for Outlook add-in.
- Optionally, configure email client redirecting rules to enable capturing high volume of sales-related inbound emails automatically.
- 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 |
| Audit and troubleshoot email associations from the Staged Email [sys_email_staging] table. | Track emails linked from Microsoft Outlook | CRM administrator |
| Capture high volumes of emails automatically without manual logging, reducing missed emails and freeing agents to focus on selling. | Setting up automatic capture of emails in ServiceNow CRM using redirect rules | CRM administrator |