During demo engagements I often get asked to demo BC CRM. This can be because it’s a good fit or a best of breed CRM is currently out of reach. As part of this they want to know how much can be done with emails – the bread and butter of CRM. There are a few different uses of the term “Email” in BC and how a user can send or review emails. I had to create a guide on each area so thought it might be worth a share. Given this is CRM focused it is worth noting that these features work with contacts*. I will cover the following email situations:
- Outlook synchronisation (this is the main topic to cover)
- From Outlook add-in
- From within BC client
- Create Interactions
- Send By Email
- Sending documents (*this works without contacts)
For details on how to setup this up check out this video: https://youtu.be/LXum6xzpRxE
If contacts in BC is a new concept the easiest way to get up and running is using the BC Outlook add-in. Brand new contact from the lens of the BC Outlook add-in will ask to create a contact for the email address. This is the simplest way to get moving with contacts if you don’t have them in place already:
Creates a contact record – which is essentially a copy of the contacts you store in Outlook:
Respond to the email in Outlook as you would usually do. For the original email and the response entries are placed in the special “Queue” folder:
Once the job queue has run it will bring in the emails to the interaction log entries:
*note the “Salesperson Code” depicts who the email is to/from. The “User ID” is in fact the user which originally setup the integration.
If a user chooses “Show Attachments”
It will display this message:
If you reply in outlook, then the email will be available to view in the Interaction Log Entries – which you can open as shown before:
Detail is all available on the contact card:
What about if you use the “Send Email” feature in BC?
That also goes into the Outlook “queue” folder. The “Send Email” feature allows you to send as a different email address (the from address). If that isn’t a user synchronised with BC then the email will not go to the interaction log entries.
When done with the “current user” the email will appear in both the “Sent Items” and the “Queue” folders:
Once an email has been passed to BC the “Queue” folder will no longer contain the email. Because you have done this in BC you can also see the entries in another location, other than the Interaction Log Entries:
The Interaction Log Entries also has a copy just like before
The “Queue” is accessible by other users so you can see email traffic that has gone to BC defined contacts:
Different user accounts inbox view
What about seeing the BC details from Outlook? From the add-in you can access interaction log entries in a couple of places:
Drilldown on the
“Create Interactions” is an action users see in scenarios where contacts are in use. It is available directly on the contact, opportunities, tasks or on the interaction log entries page. When using the feature you are effectively calling upon ready to go email or attachment templates.
What’s confusing about this is that you end up with two interaction log entries. One is the one instantly created by using the feature and the second is part of the Outlook synchronisation:
If the user clicks on the “Attachment” for the entry for Outlook it pops the message from earlier
If you choose the none Outlook one it opens a page like this:
How do you tell the difference? Use the “Email Logged” field as “TRUE” with a filter
The exception to this rule, if you use the “Segments” feature which uses interactions you do not get the duplication in the interaction log entries.
The last email scenario a user can do is for documents. Posted Sales Invoice for example has 2 email related buttons but they both result in the same thing ultimately, however the 1st to the left asks an extra question about the output
This will also create an interaction log entry:
And show it in your users “Sent Items”:
New User Setup
If a new user wants to have their emails synched then they we’ll need to firstly be setup in the user setup page and have a “Salespers./Purch. Code” assigned to them.