---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configure CRM access from Outlook

# Configure CRM access from Microsoft Outlook {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Download and install the ServiceNow CRM for Outlook add-in to access and manage CRM records directly from your Microsoft Outlook inbox, eliminating the need to switch between applications.

## Before you begin

The CRM Outlook Add-in must be installed on your ServiceNow instance. For more information, see [Install CRM Outlook Add-in](https://www.servicenow.com/docs/84wOS9ak3k~a2Y79gYAd4w "You can install the CRM Outlook Add-in application (com.sn_crm_outlook) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.").

Role required: sn_crm_outlook.crm_outlook_admin

## About this task

This procedure describes how to install the ServiceNow CRM for Outlook add-in on your Microsoft Outlook client. For information about how to deploy and centrally manage the add-in across your organization, refer to the Microsoft Outlook product documentation on deploying and publishing Office add-ins.

## Procedure

1. Log in to your ServiceNow instance.
2. Download the manifest file.
   1. Navigate to AllServiceNow Add-Ins for OfficeOffice Add-in Manifests.
   2. Select ServiceNow CRM for Outlook from the list.
   3. Download the file on your computer by selecting Download Manifest.  
      You can also provide the manifest.xml file to your agents so they can install the add-in to their Microsoft Outlook clients.
   {#add-crm-outlook-add-in__substeps_exz_25f_g3c}
3. Install the ServiceNow CRM for Outlook add-in on your Microsoft Outlook client.
   1. Open your Microsoft Outlook client.
   2. On the Microsoft Outlook client, select the See more items icon and select Get Add-ins.
   3. Navigate to My add-insCustom Addins.
   4. From the Add a custom add-in drop-down menu, select Add from File.
   5. Browse to and select the manifest file.
   6. Review the warning and select Install.  
      The ServiceNow CRM for Outlook add-in is installed and available in your Microsoft Outlook client.
   {#add-crm-outlook-add-in__substeps_khk_j5f_g3c}

## What to do next

Log in to the ServiceNow CRM for Outlook add-in to start using it.
**Related concepts**   

* [Using Activity Management](https://www.servicenow.com/docs/uvz8Ijo155LNChQdBjcQ5g "Activity Management enables you to log and track every customer interaction across the sales cycle. Touchpoints provide a method to record meetings, calls, appointments, and emails. You can use the Microsoft Outlook add-in to associate emails and create CRM records without leaving your inbox.")
* [Activity Management](https://www.servicenow.com/docs/P5pJ2TcE1Frtlnt1ViX2gA "Activity Management helps customer-focused teams plan, execute, capture, and track customer interactions across multiple channels throughout the customer life cycle. These interactions include emails, meetings, calls, and key customer touchpoints such as discovery, product demos.")

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