Use the Identify Customer page in the Configure Outlook Integration
window (accessed from the
Outlook
Integration Manager) to define options for identifying Customers and
associating them with the appropriate Customer and Business Object Records.
Note: The options for identifying Customers are ordered
hierarchically. If more than one option is checked,
CSM attempts to identify Customers by the first option selected, then by
the second, etc. For example, if Find Customers by E-mail Address and Custom is
checked,
CSM attempts to find the Customer by e-mail address first; if it cannot
identify a Customer using that method, it attempts to identify the Customer
based on the Custom settings.
To define Customer Identification options:
Find Customers by E-mail Address
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Look up the sender's e-mail address in the e-mail field of the
appropriate Customer Object, and then specify which field
CSM should search in Customer objects. This is useful if e-mails are
received from a particular company but do not necessarily know who at the
company will be sending the e-mails (ex: If an e-mail comes in from
Bob@Example.com, the system searches the Business Object and Field for
Example.com).
- Use Default E-mail Address Fields: Click this radio button
to have
CSM look in the Customer Object (and its associated children) in the
field that is marked as the e-mail field.
Tip: This is almost always the
most appropriate option.
- Search All Contact Manager Objects:Select this check box to
have
CSM search e-mail fields in all objects in the Contact Manager.
Note: It is possible to include
other objects in addition to the Customer Object in the Contact Manager (ex:
External data). If Customers are kept in an External Business Object or other
custom object, then check this option to include it in the search.
- Custom Business Object or Field: Select this radio button
to have
CSM always search a particular Business Object and look in a particular
field to identify Customers, and then select the
Business Object and
Field in the drop-downs.
Note:
This is an advanced option for use when e-mail addresses
are stored in a non-standard object for specialized use (ex: A server list that
sends alerts). If these are not requirements, use the Customer - Internal
Business Object default.
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Find Customers by Domain
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Look up the sender's domain in a specified Business Object and
Field (select the
Business Object and
Field in the drop-downs).
Note: In order for this to work,
the selected Business Object must be configured to have an appropriate field
containing the domain. Create a field and either require it to be manually
filled or use an Expression to determine the domain from the already-entered
e-mail address (which can be done easily using a Text After Modifier).
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Custom
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Look up Customers by searching for a value in a Business
Object that are specified. This is useful if Customers need to be identified
using information other than an e-mail address. This option uses information
other than the sender's e-mail address (ex: Subject) to identify Customers. In
the drop-down, select what and where
CSM should search:
- Value to Find: Select the
area of the e-mail (ex: Subject) to
search.
- Business Object: Select the
type of Business Object to search.
- Field: Select the
Field to search in the Business
Object.
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Default Customer to Use
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Select a default Customer from the Contact
Manager (click the
Ellipses button).
CSM uses the default Customer with which to associate Business Objects
if the Customer cannot be identified using the other methods. This option
designates a default Customer if
CSM cannot identify a Customer using the other methods. This is useful
to automatically link e-mails from unknown addresses to a particular place for
later review.
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