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Synchronizing with PIMs

You can synchronize contacts, appointments, and tasks between Siebel CRM On Demand and the following PIMs:

  • Microsoft® Outlook 2002, 2003, 2007.
  • Lotus Notes 6.0/6.5/7.0
  • Palm Desktop 4.x

This allows you to update contact records, schedule appointments, and keep To-Do lists in either application and then synchronize the information.

To do so, you first install the software that allows for the synchronization, which is Siebel PIM Sync On Demand. Using the sync software, you then do the initial synchronization between Siebel CRM On Demand and the PIM. You can then make changes, such as adding a contact or updating a contact's business phone number from either application. Finally, you run Siebel PIM Sync On Demand again so that the information in both Siebel CRM On Demand and the PIM is consistent, and updates made by other employees in Siebel CRM On Demand are downloaded to the PIM.

NOTE: In order to install and run the sync software, you must have administrator rights that allow you to install software onto your desktop.

About Contacts

New and updated contact records are synchronized between the PIM and Siebel CRM On Demand.

Deleting contacts. You should delete contacts from Siebel CRM On Demand, not from the PIM. Otherwise, during the next synchronization, the contacts from Siebel CRM On Demand are added again to the PIM.

Address information. The business address fields in the PIM are mapped to the alternate address fields in Siebel CRM On Demand. Home address information is not synchronized.

Searching Account information. You may have an account or company associated with a contact in the PIM. During synchronization, the application attempts to match this account or company with an existing account in Siebel CRM On Demand. The application uses Fuzzy Matching to search for accounts. Fuzzy Matching is enabled by default for existing customers and is disabled by default for new customers. To enable or disable Fuzzy Matching, navigate to Admin > Company Administration > Company Profile > Company Security Settings and select or unselect Enable Fuzzy Account Matching for PIM Sync as necessary.

If Fuzzy Matching is disabled, the application searches for an exact match to the requested account, and performs the following actions:

  • If only one account is found, the application associates the requested account with the account that was found.
  • If more than one account is found, the application associates the requested account to an account from the search results with no specified location.
  • If more than one account is found, and all the accounts have specified locations, the application creates a new account for the requested account and uses it.

If Fuzzy Matching is enabled, the application performs the following actions:

  • It searches for an exact match to the account. This is the same action that is performed when Fuzzy Matching is disabled.
  • If no exact match is returned, the application performs a further search, this time embedding wildcards, for matches similar to the search string.

    For example, if the account name has special characters, such as an underscore, comma, dot, and so on, the application replaces them with wildcard character such as an asterisk. If the requested account is "I.B.M. Hardware Division", the application returns a match like "Italian BM Hardware Division 132426".

    If the name does not contain special characters, the application appends one wildcard character to the end of the requested account. If the requested account is "IBM Hardware Division", the application returns a match like "IBM Hardware Division (Global Operation)".

  • If no similar match is returned, the application creates and uses a new account for the requested account.

NOTE: Fuzzy Matching is case-sensitive. It is your responsibility as a user to verify if the requested account is correctly associated to the matched account if Fuzzy Matching is enabled.

About Appointments and Tasks

New, updated, or deleted appointment and task records are synchronized between the PIM and Siebel CRM On Demand.

Group meetings. Employees at your company can set up a group meeting in the PIM and then add it to Siebel CRM On Demand during synchronization. If you delete that meeting in Siebel CRM On Demand and then sync again with the PIM, this is what happens:

  • If you are the owner of the record (you set up the meeting), the appointment is deleted from your PIM calendar. However, the group meeting is retained in the attendees' PIM calendars.
  • If you are not the owner of the group meeting but one of the attendees, the appointment is also deleted in your PIM calendar. However, your name remains on the attendee list in the others' PIM calendars.

Recurring appointments and tasks. You must manage recurring appointments through your PIM. During the synchronization, they are uploaded to Siebel CRM On Demand and appear in the Calendar. All updates and deletions you make in your PIM continue to be synchronized between the two applications.

Each instance of a recurring task appears as a separate task in Siebel CRM On Demand. If you change an individual task record in Siebel CRM On Demand, that change is preserved; it is not overwritten during subsequent synchronizations.

Reminders. The reminder in your PIM that notifies you of upcoming appointments, such as a 15-minute reminder, or of tasks that are past their due date does not exist in Siebel CRM On Demand. Also, you must manually set the reminder in your PIM for any new appointments or tasks that are created in Siebel CRM On Demand and then copied over to your PIM during synchronization.

Linked records. If an appointment or task is linked to a contact, account, opportunity, lead, campaign, or service request in Siebel CRM On Demand, this record type is named in the first line of the Body field in Outlook. For example:

Related To: Contact: Maria Sanchez; Account: XYZ Corporation; Service Request: Provide upgrade.

Since the Related To information lists the records that are linked to the appointment or task, no changes you make to that information affect Siebel CRM On Demand. Unlike other information that appears in the Body field, the Related To line is not copied over to the Description field in Siebel CRM On Demand.

Maximum number of records. To reduce synchronization time, the number of recurring appointments and tasks created in Siebel CRM On Demand has a maximum limit, as shown in this table:

Recurring Frequency

Record Limit

Daily

31

Weekly

53

Monthly

13

Quarterly

5

Yearly

2

Other

50

For example: If you have a daily appointment in Outlook and you synchronize on March 1, Siebel CRM On Demand creates 31 daily appointments (March 1–March 31). If you run another sync a week later (on March 8), once again 31 daily appointments are created; but this time they extend from March 8–April 7.


Published 05/11/2007