Siebel integration with MS Outlook ANA CRM 8/2008

1. Set up your Profile 1. Click on “Site Map” 2. Click on “Communications” 3. Click on “My Profiles”

1. Setting up Profile (cont’d) 1. Click “New” 2. Enter “Name” in format shown, choose “Driver” = “Internet SMTP/POP3 Server” 3. In bottom applet, Click “New”, choose “From Address”, enter your Name and email address exactly as in format shown 4. Click “New” again, choose “Reply-To Address”, enter your email address in format shown 5. Click “New” again, choose “Siebel Server”, enter “crm-us”

2. Install Siebel.oft Outlook file Click on link http://www.advantechdirect.com/crm/Siebel-email_problem.msg and follow directions in email message

“Outbound Communications” 3. Set up Communications 1. Click on “Site Map” 2. Click on “User Preferences” 3. Click on “Outbound Communications”

3. Set up Commmunications (cont’d) 1. Choose “Public Activities” 2. Choose your Profile name from LOV 3. Choose “To” from LOV 4. Choose “HTML” from LOV 5. Choose “Microsoft Outlook” from LOV 6. Choose “IPM.Note.siebel” from LOV 7. Enter “ENU in both “Language” and “Locale” 8. CRITICAL: Click “Save” before exiting screen Leave all other fields at default setting

Setup Complete! To send email from Siebel via F9: Find or create the Record & open it Can be Contact, Activity, Opportunity, or Service Request Click “F9” key (on keyboard) Choose “Recipient” and/or “Message Template” (or none), click OK Standard Outlook email window opens Complete and “Send” message

Result of “Send via F9” function: Activity record automatically created in the Siebel record “Type” = “Email-Outbound” “Description” = email “Subject” line “Comments” = email body Sent email is also in your Outlook “Sent” folder

Example: Drill into Account-Opportunity, and highlight Contact, then click F9

Email window opens, complete email, then click “Send”

Result: Email is recorded as Activity “Email – Outbound” in Siebel

NOTE: If you drill down into record (Account, Opportunity, Contact) then use F9, the result Activity will be correctly associated with those records

NOTES: Using MS Word as your email “editor” program may interfere with these functions New email Activity records will be default status “Not Started” Change Status as applicable Email “Templates” can be created for messages you repeatedly send with same format/content See your “Power User” for assistance Some field auto-substitution can be done E.g. “Dear ‘CONTACT_FirstName’,”

To forward MS Outlook emails to Siebel & auto-create Activity FOR EMAILS RECEIVED IN MS OUTLOOK Forward the email to Advantech mailbox “ECRM” Siebel will create “Activity” record in first Contact found with that EXACT “From” email address Activity “Type” will be “Email-Inbound”, “Status” = “Not Started” FOR EMAILS SEND FROM MS OUTLOOK (e.g. Replies) Include Advantech mailbox “F9” in the CC: field Siebel will create “Activity record in first Contact found with that EXACT “To” email address Activity “Type” will be “Email-Outbound”, “Status” = “Done” NOTES for Outlook “ECRM” & “F9” functions: If email address in Outlook message does not exactly match email address in Siebel Contact record, an Activity will be created but will NOT link with any Account or Contact If email address is duplicated in Siebel, only one Activity record will be created in FIRST Contact record found with that email address Activity is created first on HQ Server, may take a few minutes to replicate to Regional US Server If Activity does not show up within 24 hours, alert your Power User