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CRM for Outlook – Client Add-in guide

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CRM for Outlook – Client Add-in Guide Contents Welcome ............................................................................................................................................................ 2

Requirements .................................................................................................................................................... 2

Installation ......................................................................................................................................................... 2

Activation ........................................................................................................................................................... 3

Advanced: Multiple mail-boxes ..................................................................................................................... 4

Advanced: Multiple activation for a single mailbox (mostly for demo scenarios) ........................................ 4

Using the product .............................................................................................................................................. 5

General: The ribbon ....................................................................................................................................... 5

General: Multi-functionality (Click vs CTRL + click) ....................................................................................... 5

The SAP context sensitive tab ....................................................................................................................... 6

Business Partner group .............................................................................................................................. 6

Mail group ............................................................................................................................................... 13

Other group ............................................................................................................................................. 14

Link to group ............................................................................................................................................ 15

Settings ........................................................................................................................................................ 16

MyData Tab ................................................................................................................................................. 21

First time usage ....................................................................................................................................... 21

Create your first view .............................................................................................................................. 21

Features ................................................................................................................................................... 22

Feature Permissions ................................................................................................................................ 23

Using the ribbon ...................................................................................................................................... 24


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Welcome

Welcome to CRM for Outlook. The goal of this tool is to be as user-friendly as possible but given the fact that you are reading this it either means we failed in this task :-( or you wish to know everything there is to know about the product :-)

Requirements In order to use CRM for Outlook make sure you have the following:

- .NET Framework 4.5 installed

- Outlook 2010 or higher installed

- You have received you activation mail (sent by your administrator from the Boyum CRM for

Outlook portal)

Installation From you activation mail you there is a link to the CRM for Outlook installer. Press it to begin and it will

download a small executable called setup.exe


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All you need to is agree to the terms and conditions and press install

Once install is completed, restart your Outlook client.

Activation Now that installation is complete you should see an additional tab in the Outlook interface but as you have

not yet activated the add-in it is empty

Activation is easy. Just simply click once again on you received activation mail and you will see the following

message:


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Pressing OK will begin to display data in the tab (in this case the Link to screen as the activation mail is

properly not known in your ERP System)

Advanced: Multiple mail-boxes The activation mail is mailbox (email) specific so if you have multiple mail-boxes in Outlook you need to

repeat the above process for the alternative mailbox (given you have a license for it). This is done from a

different activation mail.

Advanced: Multiple activation for a single mailbox (mostly for demo scenarios) For almost all end-users you will not need to have multiple activation mails for the same mailbox (one activation can connect to multiple ERP databases). You might, as a partner/reseller of CRM for Outlook however be an end-user (against internal ERP) and a demo-user (against a demo system). For such a scenario we recommend the following setup:

- Beside the internal live system also create one or more subscription that are connected to demo-systems

- Create a Test-folder in the mailbox that can contain demo-mails and your various activation mails

- When you need to use a special system select the activation mail of the specific system and you see

the following message


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- If you say yes to this that system will become the current system after you restart the Outlook

client

- This way you can demo and have an internal license for the same mailbox

Using the product

General: The ribbon In Outlook the top part of your screen where you have your commands like new, reply etc. is called the ribbon. The ribbon consist of several tabs and CRM for Outlook add such tabs for its functionality.

General: Multi-functionality (Click vs CTRL + click) We have tried to make using the product as intuitive as possible but the more features in a product the harder it is to learn. For that reason, we have made a convention that you always have a primary and (usually) a secondary feature.

- The primary feature is always activated using a left-button click - The secondary feature is activated by holding the CTRL key down while left-clicking.

Example 1: When you show the addresses of a business partner, you can left-click to open Google maps and see the address. As an alternative, you can CTRL + Left-click to show the driving directions from your location to the address. Example 2: When looking at open items cue cards, doing a left-click will display the document while the CTRL + Left click will instead track the open item against the mail You can always see at the bottom of the view what the alternative function is at the moment.


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The SAP context sensitive tab

This is the main tab of the product. As you click around in Outlook application and highlight/select things, the ribbon will fill up with context sensitive information from your SAP Business One. When you select an email, CRM will look at the senders email address and check in your SAP Business One if this mails is a known Business Partner or Contact Person email. The result of this check can be one of 3 things:

- If a single result exist, this result is shown on the context sensitive tab. - If multiple results exist (mail is on multiple contact persons) the first result will be shown on the tab

and the rest can be switched to from the multi-match button in front of the BP data. - If no match exist the ribbon will show the link option (to create a new contact person) [see more

information below]

Business Partner group

Matches This icon will only show if you get multiple hits from selected email. You click to select which of the matches you wish to see.

Business Partner Name Display the Business Partner name - If you have a local SAP B1 Client you can click it to navigate to it - Howe mouse over to see BP Code, Type and Database

Addresses Here is the street name of the default bill to address show. Clicking it will show

both the default bill to and ship address in more details


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- Click address to take you to Goolge Maps - CTRL + Click to get driving direction from your address to the

customers address. Phone numbers Here the main company contact numbers are shown

- Click on phone number to call it using Windows Tel: feature - CTRL + Click to edit the phone number

Country and BP group This show the country on the bill to address + the BP Group the Business Partner is in.

- NB: Has no additional functionality Balance This is the current balance of the BP in Local currency.

- If you have a local SAP B1 Client you can click it to go to the BP Account Balance screen

- If BP have a currency different from the local currency, you can see it in the tooltip if you hover the mouse over it.

Website Here you can see company website - Click it to open it in your browser - If no website is entered press it to define it

KPI indicators Here you can see Key Performance Indicators for the specific Business Partner Sample:


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- If you have a local SAP B1 Client you can click it to open the Sales

Analysis. Charts Here you can see charts on how the Business Partner is performing

UDFs Here you can setup what User Defined Fields to show for the Business Partner

- This selection is user-specific (different users can see different fields)

o You define what fields to show by clicking the option at the bottom.

- You can click it to copy the value to the clipboard - You can edit a UDF value by CTRL + Click it.

Update Business Partner

Pressing here will display the update Business Partner screen


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Contact group Here the contact person that own the mail is displayed (if mail is the general company mail default contact

person will be shown).

Name and Gender Here the name of the contact person are displayed + the gender of the contact person if defined.

Title The is the title (role) for the contact person displayed Phone numbers Here the main company contact numbers are shown

- Click on phone number to call it using Windows Tel: feature

CTRL + Click to edit the phone number UDFs on contact level Here you can setup what User Defined Fields to show for the Business Partner

- This selection is user-specific (different users can see different fields)

o You define what fields to show by clicking the option at the bottom.

- You can click it to copy the value to the clipboard You can edit a UDF value by CTRL + Click it.

Update contact person

Pressing here will display the update Contact person screen


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Track and Create group This part of the ribbon allows you to track mails, create new ERP objects and see recently events on the

company.

Track Tracking is a way to share important mail information with others in your company. If you track a mail you allow others to see the content of the mail

Tracked Not tracked

Create new Here you have the option to create new ERP objects Activity

Service Call


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Sales Opportunity

Trackings Here you see your own and others trackings for the Business Partner


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- If you click on a tracking you will see a copy of the mail content - On your own tracking you can CTRL + Click to remove the tracking

Timeline Here you can see the last 10 events that have happened on the business partner

- If you have a local SAP B1 Client you can click it to go to object in question

Open items group Here the open items of the business partner is displayed as cue-cards


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- Number of open items are shown directly on the ribbon

- If you have a local SAP B1 Client you can click it to go to object in question

- If you CTRL + click the cue-card you can track/untrack the object (tie the mail to the object)

Mail group In order to avoid too much switch between the tabs of the ribbon we have decided to include the 4 most

common features from the HOME tab. These work as you expect from the system counterparts

Should you feel you are missing other often used feature we recommend you right-click the feature and

add it to the top-mini toolbar

That way the feature is visible no matter what tab you are on.


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Find another BP group The main feature of the system is to show data context sensitively based on the selected mail, but should

you have the need to show a specific Business Partner you do not need to hunt down a mail from them but

instead press the “Find another BP” button from the ribbon to search for them

Pressing this option will give you the following search-window

From this screen, you can select back to the ribbon as where you standing on a mail from the BP by

pressing OK, or you can use the functionality directly from the search window.

Add new Business Partner

Clicking this button will bring up the “Business Partner” window. You have the option to add all types of

Business Partners here.


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Favorites menu

The favourites menu consists of two elements. The favourites in the top part of the drop down menu,

which can be added from the search window or by CTRL + Click on a recent search. By clicking a favourite or

recent you will load the data belonging to that business partner into the ribbon.

Link to group In the case the add-in identify a mail that is does not know who it belong to (aka not on any BP or BP

contact person in your ERP) the following will be shown instead of the match-screen


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This is a B1 connection If you press this you will see the Link to BP screen

You can search for the company by code, name, phone address or email-domain (default) In the result window you can select one or more Business Partners you wish to create this contact as a new ERP Contact person. At the bottom you define the contact person information

This is not a B1 connection If the mail selected is not a ERP contact person (example the mail is a newsletter, private or other) you can indicate to the system that this is not an “unknown” contact. If you press the button it will add the mail to a personal contact ignore list and instead show the search tab in case this or future mails from this email is selected.

Settings On the right-most side of the ribbon you find the settings.


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Here you have 3 options:

- If you are a heavy user of CRM for Outlook you can decide that instead of Outlooks default Home

ribbon tab to have the CRM for Outlook as the default selected when you open Outlook.

- You have the option to select if you on the context tab wish to have the mail group (New mail,

reply, reply all and forward). This is good to turn off if you have a very low-resolution screen

(leaving more room for the actual data)

- Language Selection

- Caching options. These greatly improve the performance of the Ribbon


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- Clear Activation. This will remove the activation saved in memory. Only the be used doing a fresh

install.

- Clear Current SAP User will remove all saved SAP B1 credentials. (If your username or password in

B1 has changed this is the button you are looking for)

- If you have ignored emails during the linking step you can remove those ignores here

- Confirmations. Here you can select if you want to receive conformations when adding/updating

Activities, Service Calls etc.

Here you have the option to define what data you wish to have shown in the client. Example if you are user

that never user service calls you can remove Service call from the view and the timeline.


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The Navigation drop down will determine what happens when you click on Documents, Business Partners,

and Activities etc.

Reports group For customers who have the B1 Usability package installed the reports menu will be available on both the

context and MyData tabs.

In order to use the SQL reports in CRM for Outlook you will first have to configure the way it is shown.

In order to add a new report for usage in CRM for Outlook proceed as follows:

Press the “Add UF SQL Report”.

This will add a new report to the report selection list on the left. This report is now ready to be setup.


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Now you can choose between the available SQL reports from the drop down menu.

Once you have selected your report you can rename it or keep the default name.

You can also assign a custom icon to the report.

The last step of the setup is to choose whether you want the report show in a grid or in a chart. Once this selection has been made press the “OK” button to save your changes.

Your newly created report will now be available for execution in the dropdown menu on the ribbon.

The reports available on the context tab and the MyData tab are not the same. The reports on the context

tab are the ones with one of the following annotations:

$[$5.0.0]

$[$5.0.STRING]

$[OCRD.CardCode.0]

$[OCRD.CardCode.STRING]

$[OCRD.CardCode]

The ones shown on MyData are the available reports without annotations.


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MyData Tab The MyData tab displays views that you create. A view consists of features that you select in the

“Customize My Data” window. A view is always shown for one database at the time.

In order to use MyData you have to make sure that your SAP B1 user is linked to an employee and that the

employee is linked to a Salesperson.

First time usage

The first time you want to use the MyData tab for any database you will have to enter your credentials (SAP

Business One username and password). Once this is done you are ready to create your first view.

Create your first view

When you click the “Create your first view!” button the “Customize My Data” window will open.


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In this window you can enter the name of your view, select an icon and select the features you want to be

available. You can also choose to create multiple views.

Features A view consists of a selection of features. These features are divided into the following groups. All features

are available to open in either Outlook or SAP Business One when clicked. (Except for Sales Opportunities).

General Features

My Todo’s Show all the following documents that are overdue by three days or are due in the next seven days in the “Upcoming” menu. All other overdue documents are placed in the “Overdue” menu.

- Activities - Service Calls - Sales opportunities - Sales Quotations - Sales Orders - Purchase Quotations - Purchase Orders.


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Sales Features

My open Sales Opportunities

Will display all the sales opportunities where you are the Sales Person

My open Sales Quotations Will display all the sales quotations where you are the Sales Person

My open Sales Orders Will display all the sales orders where you are the Sales Person

My open Sales Invoices Will display all the sales invoices where you are the Sales Person

Sales KPI Will show various sales KPIs

Purchasing Features

My open Purchase Quotations

Will display all the purchase quotations where you are the Buyer

My open Purchase Orders Will display all the purchase orders where you are the Buyer

My open Purchase Invoices Will display all the purchase invoices where you are the Buyer

Purchase KPI Will show various purchasing KPIs

Service and Activities

My open Activities Will display all of the activities where you are the assigned user or employee

My open Service Calls Will display all the service calls where the service call is “Handled By” your user or where your user is a member of the Queue assigned to handle the service call.

HR Features

Absence overview Will show all employees who have been absent four days in the past, are absent now or will be absent within the next seven days. If you have the correct permissions you will have access to edit the absence registration by CTRL + Clicking the registration.

Creation Features

Create Activity Will open the “Activity” window.

Create Sales Opportunity Will open the “Sales Opportunity” window.

Create Service Call Will open the “Service Call” window.

Register Absence Will open the “Absence Management” window where you can register an absentee. A Udf control is in place to handle confidential employee information. This permission can be set in the portal.

Feature Permissions As well as all other aspects of CRM for Outlook you are able to set permissions for all features in MyData.

This is done in the portal.


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Using the ribbon

Once your view/s have been created you are able to utilize it on all available databases. Simply switch

between companies to retrieve a new dataset.

The ribbon is updated in two ways. Either by pressing the “Refresh” button or by adding objects.