---
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


---

# View associated emails

# Track emails linked from Microsoft Outlook {#ariaid-title1}

Release version: Australia  
Updated April 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View emails that have been linked to CRM records using the Microsoft Outlook directly from the CSM/FSM Configurable Workspace.

## Before you begin

Email promotion must be configured before you can view the associated emails on the Emails tab of the Lead, Opportunity, Accounts, or Contacts record. For more information, see [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.").

The User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) must be installed on your ServiceNow instance to enable agents to send emails from the touchpoint record. For setup instructions, see [Personal corporate mailbox](https://www.servicenow.com/docs/access?context=personal-corporate-mailbox&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

Role required: sn_crm_outlook.crm_outlook_user

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon .
3. Navigate to CRM entity with which you associated the email.  
   To view emails associated with a Lead, you'd navigate to LeadsAll and select a LEAD record.
4. Open the CRM entity record that you want to work with.
5. Navigate to the Emails tab.
6. View email by selecting a timestamp link from the Created column.
**Related concepts**   

* [Configuring Activity Management](https://www.servicenow.com/docs/LtytTqYtRldKrEN6H8Kn_w "Install and configure the necessary plugins for enabling Activity Management features.")
* [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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