1. Siebel integration with MS Outlook
ANA CRM
8/2008

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

3. 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 address exactly as in format shown
4. Click “New” again, choose “Reply-To Address”, enter your address in format shown
5. Click “New” again, choose “Siebel Server”, enter “crm-us”

4. 2. Install Siebel.oft Outlook file
Click on link
and follow directions
in message

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

6. 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

7. 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 window opens
Complete and “Send” message

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

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

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

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

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

13. NOTES:
Using MS Word as your “editor” program may interfere with these functions
New Activity records will be default status “Not Started”
Change Status as applicable
“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’,”

14. To forward MS Outlook emails to Siebel & auto-create Activity
FOR S RECEIVED IN MS OUTLOOK
Forward the to Advantech mailbox “ECRM”
Siebel will create “Activity” record in first Contact found with that EXACT “From” address
Activity “Type” will be “ -Inbound”, “Status” = “Not Started”
FOR S 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” address
Activity “Type” will be “ -Outbound”, “Status” = “Done”
NOTES for Outlook “ECRM” & “F9” functions:
If address in Outlook message does not exactly match address in Siebel Contact record, an Activity will be created but will NOT link with any Account or Contact
If address is duplicated in Siebel, only one Activity record will be created in FIRST Contact record found with that 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