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How Siebel CRM Desktop Resolves Participants and Email Recipients of Activities

This topic describes how Siebel CRM Desktop resolves participant lists and email recipients in the Outlook calendar.

How Siebel CRM Desktop Resolves Meeting Attendees

Siebel CRM Desktop does the following work:

• If the meeting organizer adds an email in the To line, then it creates a relationship with an employee or contact.
• If the meeting organizer uses an MVG (multi-value group) in the meeting form to add a relationship, then it adds the email address to the To line.
• If the meeting organizer uses an MVG in the activity form to add a relationship, then it does not update the To line. This configuration allows the user to create a relationship between the Siebel CRM activity and a contact but not invite the contact to the meeting.

How Siebel CRM Desktop Resolves Owners and Assignees

Siebel CRM Desktop does the following work to resolve task owners and task assignees:

• Resolves assignees in the To field into employees and contacts.
• Does not add the email addresses to the To field if relationships with employees or contacts are made through the Employee or the Contact MVG dialog box for the activity that is linked to a shared task. Creating a relationship with an employee or a contact does not assign the task to this employee or contact.

How Siebel CRM Desktop Resolves Email Recipients

Siebel CRM Desktop does the following work:

• If a user manually shares an email sent to or received from a contact, then it does the following:
  • Resolves the recipients and sender of the email into contacts.
  • Suggests relationships for resolved contacts for the email activity.
  • Suggests a list of accounts and opportunities that are related to the resolved contacts.
  • If the user chooses an account or opportunity, then it creates a relationship between the account or opportunity and the activity that the user creates from the email.
  • If the user manually creates a relationship between the shared email and a Siebel CRM record before the user sends the email, then the automail processing feature does the following work:
    • Preserves the relationships that the user makes.
    • Updates the email activity with contact relationships that CRM Desktop resolves from the email addresses of the recipients.
• If an email activity is created automatically, then it does the following:
  • Resolves the email recipients and sender into contacts.
  • Creates a relationship between these contacts and the email activity.
  • Of these contacts, it creates the following relationships for the first contact it encounters that contains a check mark in the Save Correspondence check box:
    • Sets this contact as the primary for the activity
    • Creates a relationship between the primary account for this contact and the activity
  • If the user sends a shared email, then CRM Desktop does the same processing but it does not resolve the sender as a contact.
• If, to create a relationship for a contact, the user uses the Contact MVG dialog box for an activity that is linked to a shared email, then CRM Desktop does not add email addresses to the To field. A relationship that the user creates with a contact does not update the recipients list for the email message.