Outlook Add-In for the new Outlook

The new Outlook add-in

The Outlook add-in for c-entron helps you quickly and easily integrate incoming emails into your workflows. With just a few clicks, you can:

→ Assign emails directly to customers, tickets, or receipts

→ Save documents from Outlook in c-entron

→ View customer and ticket information without changing programs

This allows you to maintain an overview, save time, and have all important information centrally located in one place.

The new Outlook add-in was developed for use in the "new" Outlook. Due to extensive technical changes made by Microsoft, our previous add-in could not be used in the "new Outlook." During development, functions were revised and modified.

licensing

Licensing continues to be based on seats, meaning you have access to as many simultaneous user/device logins as your company has purchased licenses for.

Note: Some features in the Ticket section require a free ServiceBoard license and may also be disabled if your company does not use ServiceBoard.

Installation and configuration

The add-in is not installed locally, but is included in NExus and must be managed and deployed via the Microsoft O365 Admin Center.

You can find the installation instructions at this link:

https://hilfe.c-entron.de/de/technisches/Working-version/installation-es-add-in-fur-das-neue-outlook

Getting started and registration

Since the add-in is installed on Exchange, it is available to individual or all users in your company. You can access it by clicking on the small c-entron icon within the email or in the Outlook menu bar in the add-ins In "classic Outlook," the icon is only in the ribbon or hidden there under the "All Apps" button.

→ Click on the icon to open the add-in on the right side of the window.

→ If you have not yet logged in, the login dialog will appear.

Log in with your c-entron login details. If your company has activated the OAuth method, you can also log in with your Microsoft account.

Note: If you have already logged in during the current Outlook session, this step is not necessary.

The add-in can be pinned to the right edge of the window so that it is permanently active.

The appearance (dark or light mode) depends on the Outlook settings, so it adapts to the mode of Outlook.

Structure of the add-in

The add-in has four workspaces, which are displayed in tabs:

→ customers

→ documents

→ tickets

→ receipts

The options displayed there vary depending on the email subject. For example, if the subject refers to a specific ticket, it will already be loaded in the ticket area and you can obtain information about the ticket status there.

Work area: Customers

In the area customers you will see details about the sender of the email. If the email address can be assigned to a contact person, this person will be displayed.

If the domain search also fails to return any results, customers can be searched for using the search field by customer name, customer number, street, postal code, city, or contact person.

1. Click on Open customer in ServiceBoardto display the customer directly in the ServiceBoard.

2. Click on Open customer in c-entronto call up the customer in c-entron.

3. Support staff (IDM, ADM, technicians, etc.) are only displayed if the information is available in the customer master. Also origin and sales territory are displayed if they have been maintained.

4. you can address Switch via a drop-down menu.

5. contact person can be expanded to view additional contact details. Click on the contact person to view their phone number and email address.

6. Click on More informationto get more information about the contact person in a separate window.

7. Click on ticketsto open the customer's ticket list in the ServiceBoard.

8. Click on CRMto access the customer's CRM activities in the Outlook add-in.

CRM activities in the Outlook add-in

The "CRM" section gives you direct insight into the CRM activities stored for the customer, allowing you to edit or create new ones.

After opening, the view is divided into two areas:

(1) Search and filter area

(2) Work area

Search and filter area

In the search and filter area, select the desired activity to view and edit it in the workspace.

New CRM activities can also be created here.

The following functions are available to you:

1. search field
   You can use the search field to search for a keyword that is included in the subject line of the activity.

2. "+ New"
   With "+ New," you can create a new CRM activity. The Outlook add-in uses the currently selected email to automatically populate the subject, description, and contact person fields.

3. filter
   Using the filter settings, you can sort activities by Type and editor filter. In addition, completed activities can also be displayed.

4. outline
   With the outline button, you can display the activities according to editor, due date or Type group.

work area

The details of the selected CRM activity are displayed in the work area. Here you can edit and manage the activity.

The following actions are available to you:

• Work as "done" mark

• Give a rating

• Change responsible agent

• Adjust due date

• Change contact person

• Select CRM project

• Add description

• link to open documents

• Save documents

Note: When creating new activities or making changes, a manual saving Required. For newly created activities, linking to receipts and uploading documents is only possible after the activity has been saved for the first time was.

Work area: Documents

Here you can see the c-entron directory structure of the identified customer. You can save an email in a specific directory.

→ Select the desired directory.
→ Click on Attach fileto save the email in c-entron.
Note: Directories for tickets and receipts are not displayed here. Use the respective workspaces for this purpose.

Work area: Tickets

Here you can find details about a ticket that can be recognized automatically or searched for manually.

1. Give a ticket number if no ticket has been suggested or you would like to choose a different one.

2. Click on Open ticket in ServiceBoardto process the ticket in the ServiceBoard.

3. Copy the Link to ticketto use it in a browser or message.

4. Click on Attach emailto assign the message to the ticket. A selection dialog opens where you can choose between email and attachments.

💡 Tip: Email signatures often contain small image files. You can ignore these.

5. You can use a staff Select and forward the ticket to them. Set favorites using the star next to an employee to shorten the list.

Work area: Documents

In the area receipts you can view details about receipts.

1. Search one specific document instead of the proposed one.

2. Click on Open document in c-entronto open the document in c-entron.

3. Click on Attach emailto assign the message or attachments to the document.

4. you can already filed documents view, open, download, or delete.

Planned expansions

In future versions, the add-in will be expanded to include additional functions:

→ File emails using drag & drop

→ Create a new ticket directly from an email

We look forward to making these features available to you soon.