Synchronizing with PIMs
You can synchronize contacts, appointments, and tasks between Siebel CRM On Demand and the following PIMs:
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.
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 Fuzzy Matching is enabled, the application performs the following actions:
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:
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:
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.