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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 Microsoft Outlook integration, you require one of the following:

    • Microsoft Office 2000 or a higher release.

    • Microsoft Collaboration Data Objects (CDO) Release 1.2 or a higher release.

      If you are using Microsoft Outlook 2007 or a higher release, you require Microsoft Collaboration Data Objects 1.2.1.

      As of Microsoft Office Outlook 2007, the Microsoft CDO Library is no longer contained in the supply scope, 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/).

      As of Microsoft Outlook 2010, the Microsoft CDO Library is no longer supported and is therefore no longer required to use e-mail integration as of the subsequent SAP CRM releases and support packages. For more information, see SAP Note 1585639.

      • SAP CRM 2007 SP10

      • SAP CRM 7.0 SP10

      • SAP enhancement package 1 (SP05) for SAP CRM 7.0

    • Microsoft Exchange Server Messaging API (MAPI) Client Library

      For computers on which a lower release than Microsoft Office Outlook 2007 is 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   Local Intranet   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  

    Note Note

    Changing the settings for the ActiveX controls as described above represents a security risk. You can minimize this risk by only making settings for Trusted Sites, such as those sites that were created by the corresponding SAP NetWeaver Application Server.

    For more information, see SAP Note 930963.

    Check that your browser settings conform to the security guidelines defined for your organization.

    End of the note.

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.

    Note Note

    Distribution 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.

      Note Note

      For 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  .

      Note Note

      This 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