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How Siebel CRM Desktop Handles Siebel CRM Activities That Users Save, Modify, or Delete

Siebel CRM Desktop internally creates a relationship between a Siebel CRM activity and a calendar appointment or task. CRM Desktop applies the following logic if a user saves, changes, or deletes a Siebel CRM activity:

• If the activity does not include a relationship with an item, then CRM Desktop attempts to find the related Outlook item, and then creates a relationship with the activity.
• If the activity exists in Outlook, then CRM Desktop links it to the corresponding Outlook item.
• If the activity originates as Siebel CRM data, and if CRM Desktop cannot find a correlation, then it creates a new Outlook item and creates a relationship between it and the activity. The type of Outlook item that it creates depends on the following value in the Display In field of the activity:
  • If the value in the Display In field is Calendar and Activities, then it creates a calendar appointment.
  • If the value in the Display In field is To Do and Activities, then it creates a task.

The mapping that CRM Desktop creates between the Outlook calendar item and the first Siebel CRM activity is the same as that described in How Siebel CRM Desktop Maps Fields Between Siebel Activities and Outlook Calendar, with CRM Desktop doing the following additions:

• Sets the value in the Show Time As field of the native Outlook calendar appointment to Busy
• Sets the calendar appointment label to None

If the user modifies a Siebel CRM activity, then CRM Desktop does the following:

• If the user makes a simple modification, such as modifying the description, Start Date, and so on, then CRM Desktop synchronizes this modification to the CRM Desktop client the same way it synchronizes any other modification.
• If the user modifies a value in the Display In field, then CRM Desktop does a Delete operation and then a Create operation. For example, assume the Display In value is Calendar and Activities for a shared calendar item that the user created in Siebel. If the user modifies this value, then CRM Desktop synchronizes it to the Outlook calendar. If the user uses a Siebel client to modify this value to To Do and Activities, then the user must delete the Outlook Calendar item, and then create an Outlook Task item.

If the user deletes a Siebel CRM activity, the CRM Desktop does one of the following:

• If the record originated in Siebel, then CRM Desktop deletes it from Outlook.
• If the record originated in Outlook, then CRM Desktop unshares it.