CRM Outlook Add-in

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of CRM Outlook Add-in

    The CRM Outlook Add-in integrates ServiceNow CRM directly with Microsoft Outlook, allowing sales teams to capture and log email interactions seamlessly without switching applications. This integration enables searching for CRM records, associating emails with leads, contacts, opportunities, and accounts, and creating new records directly from Outlook. Administrators can also set up redirect rules for automatic high-volume email capture, ensuring consistent data entry and improved visibility into sales pipelines.

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    Key Features

    • Email association: Sales representatives can link emails to existing CRM records or create new leads and contacts from within Outlook.
    • Automatic email promotion: Emails linked via the add-in are promoted from the Staged Email table to the Email table, making them accessible to agents in the workspace.
    • Configuration and administration: CRM administrators manage add-in installation, user roles, email promotion rules, and AI sales activity association plugins.
    • High-volume capture: Redirect rules can be configured to automatically route emails to ServiceNow CRM without manual intervention.

    Key Outcomes

    • Improved productivity: Sales representatives avoid context switching and manual data entry, streamlining email interaction capture.
    • Consistent data: Ensures CRM records are up to date with email communications, enhancing pipeline visibility and follow-up tracking.
    • Enhanced management oversight: Sales managers gain better visibility into customer engagement and deal progression through consistently logged emails.
    • Integrated workspace experience: Associated emails are viewable within CRM entity records and the CSM/FSM Configurable Workspace.

    Implementation Steps

    • Install the CRM Outlook Add-in application and deploy the ServiceNow CRM for Outlook add-in using the provided manifest file.
    • Install the User Mailbox Integration plugin.
    • Configure email promotion rules to move emails from the staging table to the email table for visibility in ServiceNow workspaces.
    • Train sales representatives to search for and associate CRM records or create new leads/contacts directly from Outlook.

    Next Steps

    ServiceNow customers can further explore configuration and usage details by reviewing guidance on Activity Management and CRM Outlook Add-in configuration to maximize adoption and efficiency.

    The CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook.

    CRM Outlook Add-in overview

    The CRM Outlook Add-in application packages the ServiceNow CRM for Outlook add-in, enabling sales teams to capture and log email interactions into ServiceNow CRM without having to leave Microsoft Outlook. Sales representatives can search for CRM records, associate emails with leads, contacts, opportunities, and accounts, and create new records. For high-volume email capture, administrators can configure redirect rules to route emails automatically to their ServiceNow instance without manual association. This ability eliminates context switching between applications, reduces manual data entry, and promotes consistent CRM data for better pipeline visibility and follow-up tracking.

    CRM Outlook Add-in users

    Table 1. Users
    User Description
    Sales representative Searches for CRM records, associates emails to track engagement, and creates leads or contacts directly from Outlook.
    Sales manager Gains visibility into customer engagement and deal progression through consistently logged email interactions.
    CRM administrator

    Configures the CRM Outlook Add-in and AI sales activity association plugins, manages user roles, and sets up email promotion rules.

    CRM Outlook Add-in workflow

    The following workflow illustration shows how a sales representative captures an inbound inquiry using the CRM Outlook Add-in.

    Figure 1. Capturing email interactions with CRM Outlook Add-in
    Infographic showing how sales representatives use the CRM Outlook add-in to search CRM records, associate emails, and create new leads or contacts. For details, refer to the following description.
    1. As an admin, install the CRM Outlook Add-in application.
    2. Deploy the ServiceNow CRM for Outlook add-in using the manifest file.
    3. Install the User Mailbox Integration plugin.
    4. Configure email promotion so that emails associated with CRM records through the ServiceNow CRM for Outlook add‑in are promoted from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace.
    5. A prospect submits an inquiry through the company website or sends an email directly to a sales representative.
    6. The sales representative receives the email in their Outlook inbox and opens the ServiceNow CRM for Outlook add-in.
    7. The representative searches for existing CRM records matching the sender's name, email, company, or other identifying information.
      • If a matching record exists, the representative associates the email to the lead, contact, opportunity, or account.
      • If no matching record exists, the representative creates a lead or contact record and associates the email to that record in one action.
    8. Sales teams can view the associated email on the CSM/FSM Configurable Workspace.

    CRM Outlook Add-in benefits

    Benefits Feature Users
    Locate CRM records such as leads, opportunities, accounts, or contacts, and link emails without leaving Outlook. Associate an email with an existing CRM record Sales representative, Sales manager
    Capture new prospects immediately from inbound inquiries with auto-populated sender information and associate emails in a single action. Create a CRM record from Microsoft Outlook Sales representative
    Promote emails from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace. Configure email promotion rules for Activity Management CRM administrator
    View associated emails from the CRM entity records. Track emails linked from Microsoft Outlook Sales representative

    What to explore next

    To learn more about configuring and using CRM Outlook Add-in, see: