Brazil, Australia, Zurich
Standalone Application
The CRM Outlook Add-in enables sales agents to capture emails efficiently into ServiceNow CRM without leaving Microsoft Outlook.
Email association to CRM entity
- Search CRM records and link emails without switching applications
- Capture and associate emails with CRM entities like leads, contacts, accounts, and opportunities directly from Microsoft Outlook
- Create new leads or contacts from inbound emails with auto‑populated sender details
Changed
The Microsoft Outlook add-in now handles edge cases more gracefully. For example, the add-in provides clearer experience and next steps when no matching records are found or when the user lacks permission to view an associated record.
Fixed
Minor enhancement to the email promotion rules configured.
Not applicable for this application version.
Required plugins and products:
- ServiceNow Add-In for Microsoft 365 (com.sn_outlook_addin)
- User Mailbox Integration (com.glide.email.user_mailbox.integration)
- Customer Service (com.sn_customerservice)