Using Outlook Integration
Note: Outlook Integration features are now installed with
Infor CRM Xbar for Microsoft Outlook.
If the company uses Outlook Integration, you can import Infor CRM contacts into Outlook from the Infor CRM and save Outlook email messages as Infor CRM history items. For example, you can:
- Compose an email message in Outlook, select contacts from the Infor CRM Address Book, and then click Infor CRM to record the email body and any attachments to the associated record. You can also include attachments to the message. For more information, see Understanding email Integration.
- Select an email message in Outlook, and then click Record to History to record the email body and any attachments to the associated record.
- Send Infor CRM contact's information in a vCard file format via email.
- Attach documents from Infor CRM Library to a message in Outlook.
- Drag and drop email messages from Outlook to the Infor CRM History tab.
- Click the Email button on the Contact or Lead Detail view to open a new email message addressed to that lead or contact.For more information, see Emailing a contact or Lead.
- Click the email button on the Ticket Detail view to copy ticket information into a new email message, and then click Send to CRM in Microsoft Outlook to send the message and save it to Infor CRM. For more information, see Sending an email Message from a Ticket.
Important Information about Outlook Email Integration
When you use the email integration features, keep the following in mind:
- Recording Notes/History
from a message you are sending: The Send to CRM button appears on each email
message you compose in Microsoft Outlook. Click this button to send your
message and record notes/history information. The message is recorded to the
Notes/History tab for each Infor CRM contact or lead and any associated
account.
Infor CRM locates the contact or lead based on
a matching email address. For example, if you compose a message in Outlook to
jsmith@smithco.com and click
Send to CRM,
Infor CRM looks for a contact or lead
containing the same email address, and if it is found, records the message to
notes/history. If a matching email address is not found, a dialog box appears
stating that the contact was not found and no notes/history are recorded.
(However, you can record the notes/history by dragging the message from
Microsoft Outlook to the
Infor CRM Client.) If more than one contact is found,
you are prompted to choose a contact to receive the notes/history information.
If the message includes attachment(s), you are prompted to keep a copy of the attachment(s) in Infor CRM. If you click Yes, a link to the attachment is added to the Attachments tab for each contact or lead.
- Recording Notes/History from a message you receive: button appears in the main Outlook window. Select a message and click (on the Tools menu), or drag the message from Outlook to the Infor CRM contact record. Attachments are recorded as described previously for the Send to CRM button.
- Sending messages with Infor CRM closed: If the Infor CRM Client is closed when you click the Send to CRM or button, a temp file is written to a temporary directory. When you open the Infor CRM Client, the notes/history information is recorded.
Advanced Outlook Integration
- Excluding contacts from your organization: Your system administrator can set up domain name exclusion rules to prevent notes/history records from being recorded for some contacts (such as employees at your company). The same rules apply when messages are automatically flagged for follow up. For more information, consult your system administrator or refer to the Administrator Help topic "Adding a Domain Exclusion".
- Sending messages without a connection to the Exchange server: The Infor CRM Address Book in Outlook is not dependent on a connection to the host Exchange server, but rather on the connection to the database (Network or Remote). When you click the Send to CRM button, the message is recorded to notes/history in Infor CRM; however, the message remains in your Outlook Outbox until a connection is made to the Exchange server.
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