---
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


---

# CRM Outlook Add-in

# CRM Outlook Add-in {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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, enabling sales teams to capture and log email interactions without switching applications.
Users can search CRM records, associate emails with leads, contacts, opportunities, and accounts, or create new records directly from Outlook.
For high-volume email management, administrators can configure redirect rules to automate email routing into ServiceNow, minimizing manual effort and improving data consistency.
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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 through the add-in are promoted from the Staged Email table to the Email table, making them accessible in agent workspaces.
* **Record search:** Users can search CRM records by sender name, email, company, or other identifiers while in Outlook.
* **Access control:** Administrators can apply responsibility-based access controls to safeguard CRM data.
* **Administrative configuration:** CRM administrators manage the add-in setup, user roles, AI sales activity association plugins, and email promotion rules.

## How It Works

After installation and configuration by the administrator---including deploying the add-in, installing required plugins, and setting email promotion rules---a sales representative receives an email inquiry in Outlook. Using the add-in, they search for matching CRM records and associate the email or create new records as needed. Associated emails become visible in ServiceNow's configurable workspace, enhancing pipeline visibility and follow-up management.

## Benefits for ServiceNow Customers

* Eliminates context switching by integrating CRM email capture directly into Outlook.
* Reduces manual data entry and improves CRM data accuracy.
* Enables immediate capture and tracking of inbound inquiries.
* Improves sales management visibility through consistent email logging.
* Supports scalable email handling with configurable redirect rules.

## Next Steps

To fully leverage the CRM Outlook Add-in, customers should consult documentation on configuring Activity Management and using its features to optimize email interaction tracking and CRM data quality.  
The CRM Outlook Add-in helps sales teams capture email interactions into ServiceNow CRM directly from Microsoft Outlook.

## CRM Outlook Add-in overview {#explore-crm-outlook-add-in__cf-exploring-parent-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 {#explore-crm-outlook-add-in__cf-explore-parent-users}

{#explore-crm-outlook-add-in__table_sam_users__entry__2}

| 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. |
[Table 1. Users]

{#explore-crm-outlook-add-in__table_sam_users}

## CRM Outlook Add-in workflow {#explore-crm-outlook-add-in__cf-explore-parent-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  
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.
   {#explore-crm-outlook-add-in__ul_tb5_233_43c}
8. Sales teams can view the associated email on the CSM/FSM Configurable Workspace.
{#explore-crm-outlook-add-in__cf-explore-parent-workflow-ol}

## CRM Outlook Add-in benefits {#explore-crm-outlook-add-in__cf-explore-parent-benefits}

{#explore-crm-outlook-add-in__feature-benefits__entry__3}

| 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](https://www.servicenow.com/docs/md0UwwSeOTKC_YhN2WJ3hw "Link an email to an existing lead, account, contact, or opportunity record directly from Microsoft Outlook. Associating emails with CRM records helps maintain a complete engagement history without having to switch between applications.") | 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](https://www.servicenow.com/docs/QE0oKRmCBI47~~HuFHEz4A "Create a new lead or contact record and associate an email with it directly from Microsoft Outlook, enabling you to capture new prospects without having to leave your email inbox.") | 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](https://www.servicenow.com/docs/k_ILTepUfYv5993B1z3OBQ "Configure email promotion rules to automatically process staged emails for manual association through the ServiceNow CRM for Outlook add-in or to trigger AI-powered auto-association with existing sales entities.") | CRM administrator |
| View associated emails from the CRM entity records. | [Track emails linked from Microsoft Outlook](https://www.servicenow.com/docs/G91XqJ16COSCit6EWwVqGA "View emails that have been linked to CRM records using the Microsoft Outlook directly from the CSM/FSM Configurable Workspace.") | Sales representative |
| Grant fine-grained access to CRM data by using the responsibility framework. | [Responsibility-based access to Sales CRM entities](https://www.servicenow.com/docs/T6z_EsJpzjhZEoxAUbH4_w "Responsibility-based access grants Sales CRM users access to records based on the responsibility they hold for an opportunity, account, or sales territory. Instead of giving users broad access to every lead, opportunity, account, contact, quote, or CRM Touchpoints, the responsibility framework scopes access to records connected to the user's opportunity team or sales territory membership.") | Admin |
[ ]

{#explore-crm-outlook-add-in__feature-benefits}

## What to explore next {#explore-crm-outlook-add-in__cf-exploring-parent-links}

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

* [Configuring Activity Management](https://www.servicenow.com/docs/LtytTqYtRldKrEN6H8Kn_w "Install and configure the necessary plugins for enabling Activity Management features.")
* [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 reference](https://www.servicenow.com/docs/eKJwjajAU2OqvAJcK7MC8Q "Reference topics provide additional information about the Activity Management application.")
{#explore-crm-outlook-add-in__ul_ipb_fdp_c3c}