Email Integration

You can append Outlook email to contacts, organizations, opportunities, and incidents in B2C Service.

Email integration can also be used to create contacts and incidents from Outlook email if no associated email address exists in the knowledge base at the time of synchronization.

Email integration is a one-way data transfer from Outlook to B2C Service. Email data is copied from Outlook and appended to the selected records in B2C Service.

Note: When email address sharing is enabled, which is the ability for more than one contact to have the same email address, duplicate email addresses are detected when performing email synchronizations between B2C Service and Microsoft Outlook. If a duplicate email address is discovered, the Sync Email window displays all contacts that are associated with the email address, along with their individual records. You can choose one or more of the applicable contacts for email integration. You’ll also have the option to create a new contact with the shared email address during the synchronization. See Email Address Sharing.

After email integration is set up on your workstation and an email folder is selected, your Outlook toolbar contains these buttons.

Sync Email Button

Button	Description
	Click this drop-down list to select email sync options.
Sync Email	Select to append the selected email to an existing contact, organization, opportunity, or incident in B2C Service. If the associated email address is not in the knowledge base, you will have the option of adding a contact or incident.
Sync Settings	Select for sync options.