E-Mail 
The e-mail function in SAP Customer Relationship Management (SAP CRM) incorporates the creation and sending of e-mails; assignment of e-mails to business objects such as accounts, leads, or sales orders; and integration with Microsoft Outlook and IBM Lotus Notes.
Prerequisites
To use the e-mail function, you need Microsoft Internet Explorer version 6.0 or higher.
For integration with Microsoft Outlook, you need Microsoft Office 2000 or higher (Microsoft Office XP, Microsoft Office 2003) and Microsoft Collaboration Data Objects (CDO) 1.2 or higher.
You also need the Microsoft Exchange Server Messaging API (MAPI) Client Library, as well as the Microsoft Collaboration Data Objects (CDO) Library.
As of Microsoft Office Outlook 2007, the Microsoft CDO Library is no longer contained in the supply scope of the Microsoft Outlook installation routine, so you must install it separately.
You can download the necessary installation versions for this on the Internet, using the Microsoft Download Center (www.microsoft.com/downloads/):
For computers on which Microsoft Office Outlook 2007 is installed, such as desktops or laptops, you require Microsoft Collaboration Data Objects 1.2.1.
For computers on which Microsoft Office Outlook 2007 is not installed and therefore no MAPI subsystem is available, such as the Business Application Server, you require the Microsoft Exchange Server MAPI client and Microsoft Collaboration Data Objects 1.2.1.
For integration with IBM Lotus Notes, you need IBM Lotus Notes 5.0 or higher.
You have made the necessary settings in Customizing for Customer Relationship Management under
Basic Functions 
One-to-One E-Mail 
.In user maintenance, you have assigned an e-mail address to the users.
From the SAP Easy Access screen, choose
Architecture and Technology System Administration User Maintenance Users .
You have ensured that the users in your company have made the browser settings that are necessary for Groupware integration, under
Tools Internet Options Security Custom Level :ActiveX controls and plug-ins:
- Download unsigned ActiveX controls Prompt
- Initialize and script ActiveX controls not marked as safe Enable
- Run ActiveX controls and plug-ins Enable
Features
The e-mail address search on the send screen is integrated with Microsoft Outlook or IBM Lotus Notes.
You can search for addresses in various address books in Microsoft Outlook or IBM Lotus Notes, directly from SAP CRM.
NoteDistribution lists and global address books are not supported when SAP CRM runs address searches in IBM Lotus Notes address books.
End of the note.E-mails that you send are stored as activities. You can call them up again at any time and edit them.
Copies of all of the e-mail messages that were sent from SAP CRM are stored in the folder for sent e-mails in Microsoft Outlook or IBM Lotus Notes.
You can transfer external e-mails into SAP CRM:
From your inbox in SAP CRM, you can transfer e-mails from Microsoft Outlook or IBM Lotus Notes to SAP CRM.
NoteFor e-mail integration with IBM Lotus Notes, only e-mail transfer from the SAP CRM inbox is supported.
End of the note.You can transfer e-mails from Microsoft Outlook to SAP CRM.
If users in the company want to use the option for transferring e-mail messages from Microsoft Outlook, they must make the appropriate settings in SAP CRM under
Personalize Groupware Integration Set Up E-Mail Transfer .For more information, see the business user documentation at
Tell Me About... Generic Functions E-Mail Setting Up E-Mail Transfers from Microsoft Outlook . NoteThis form of e-mail transfer is not possible if you log on to SAP CRM using single sign-on.
End of the note.
You can assign all e-mails, both sent e-mails and transferred e-mails, to various business objects, such as accounts, leads, or opportunities.
More Information
For more information about using the e-mail function in SAP CRM, see the business user documentation at:
- Tell Me About... Generic Functions E-Mail Transferring E-Mail from Microsoft Outlook
- Tell Me About... Generic Functions E-Mail E-Mail Inbox