1. Using B2C Service
  2. Append Outlook Email to a Record in B2C Service

Append Outlook Email to a Record in B2C Service

Append Outlook email to a record in B2C Service.

  1. From Outlook, select or open the email you want to append to a record in B2C Service.

    Only one email can be synchronized at a time. Selecting multiple emails will disable Sync Email.

  2. Do one of the following:
    • If you selected the email in a list of messages, click Sync Email on the Outlook toolbar.
    • If you have a new or existing email message open, click the Add-Ins tab and then click Sync Email.
  3. To filter the list of returned records, enter the contact’s name, email address, organization name, or associated record name in the Filter Tree field and click Go. To return to the original list of records, click Clear.
    Tip: Although wildcards are not supported, you can enter just a few characters in the Filter Tree field. After clicking Go, the system will present you with any matching records.
  4. Select the appropriate check boxes associated with the addresses in the email. For example, if you select all check boxes, the same email will be added to the individual Notes tabs of the contact and organization records as well as all selected opportunities. The email text appears as a private note in the message thread of all selected incidents.

    If the email includes attachments, you can select the attachments you want to include with the email, and they will appear on the Attachments tab of the selected record. For instance, when you select an attachment under Append to Contact, the email attachment is stored on the Attachments tab of the contact record in B2C Service. You can also drag Outlook attachments to the Attachments tab of existing records in B2C Service.

  5. If the sender’s email address does not exist in the knowledge base, a red exclamation point and a disabled check box display next to the email address. You can choose to add a contact record and incident using the contact’s email address.
  6. Click OK to append email to the appropriate records in B2C Service.

    After a successful synchronization, Sync Email is disabled for that message.

    This image shows an email after it has been appended to the Notes tab of the opportunity.


    This figure shows an email after it has been appended to the Notes tab of the opportunity.