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How Siebel CRM Desktop Handles Microsoft Outlook Email Messages

Siebel CRM Desktop handles a Microsoft Outlook email message in the following ways:

• Saves the email message as a Siebel CRM activity and sets the activity type to Email - Inbound or Email - Outbound. The customization package specifies the type of activity
• Sets the Display In value to Communications and Activities.
• Creates one Siebel CRM activity for eachOutlook email message that is created.
• Allows the user to link the Siebel CRM activity to a Siebel CRM record. For more information, see How a User Can Link Siebel CRM Records to Microsoft Outlook Records.
• Depending on how the Saving email option is set on the Advanced tab of the Options dialog box, it does one of the following:
  • Adds only the email message or the email message attachments to the Siebel CRM activity.
  • Adds nothing to the Siebel CRM activity. For more information, see Controlling How Siebel CRM Desktop Handles Email Attachments.

If the user deletes the source email message or moves it to a new folder, then CRM Desktop does not change the activity. Deleting or modifying the activity does not affect the source email.

NOTE:  If an email is created externally to Outlook (for example, by right-clicking on a file in the Windows Explorer and selecting the Send to option and then Mail recipient option) the Share Bar is not available. Oracle recommends sending the email, then navigating to the Sent Items folder and sharing the email.

For more information, see How Siebel CRM Desktop Maps Fields Between Siebel CRM Data and Microsoft Outlook Data.

How Siebel CRM Desktop Handles Siebel CRM Data with Automatic Email Processing

The user can choose the Save Correspondence option for a shared contact with Siebel CRM data. Siebel CRM Desktop examines the recipients list when it receives an email message. If Siebel CRM Desktop finds an email address that matches one or more contacts with the Save correspondence option chosen, then CRM Desktop creates the corresponding Siebel CRM activity that is related with all contacts that CRM Desktop resolves from the email recipients. It resolves the primary contact first among the contacts that include a check mark in the Save Correspondence check box.

How Siebel CRM Desktop Handles Siebel CRM Data with Manual Email Processing

The user starts manual email processing from the email form. For more information, see How a User Can Link Siebel CRM Records to Microsoft Outlook Records.