Dynamics CRM Integration for Gmail. User Manual. Akvelon, Inc. 2017, All rights reserved

Contents Overview... 3 Installation of Dynamics CRM Integration for Gmail 2.0... 3 Buying app subscription... 4 Remove the extension from Chrome... 5 Getting started... 5 Minimum set of CRM privileges to work with the extension... 9 View CRM Activities... 10 Email tracking... 11 Configuring Dynamics CRM Integration for Gmail... 16 CRM Connection... 16 Activities settings... 16 Quick create form... 17 Calendar sync... 17 Import/Export config file... 18 Troubleshooting... 19 Contact support... 20 Feedback... 21 Akvelon, Inc. 2017, All rights reserved. 2

Overview Dynamics CRM Integration for Gmail Welcome to the Akvelon Dynamics CRM Integration for Gmail user manual. With this guide, you can learn how to install, configure and use Akvelon Dynamics CRM Integration for Gmail. Dynamics CRM Integration for Gmail is an extension for Google Chrome, which allows you to create and interact with CRM entities without leaving Gmail. Dynamics CRM Integration for Gmail provides ability to do the following things without leaving Gmail: Track emails and conversations into Dynamics CRM Create CRM entities View CRM tasks and appointments Import CRM appointments to Gmail calendar And others. Currently Dynamics CRM Integration for Gmail only supports Dynamics CRM Online. Installation of Dynamics CRM Integration for Gmail 2.0 If you use Dynamics CRM Integration for Gmail 1.0, please remove it manually (see Remove the extension from Chrome section for more details) before installation of 2.0. To get information about current version, go to chrome://extensions/ in your Google Chrome, version number follows after Dynamics CRM Integration for Gmail in list of extensions Figure 1 Version number 1. Log on to your account via Google Chrome (for example, you can do it via https://accounts.google.com/addsession). PEASE NOTE that to use Dynamics CRM Integration for Gmail you have to stay logged into Gmail account. 2. Open the following link https://chrome.google.com/webstore/detail/dynamics-crm integration/opdeoodggbccmpenpleeenkbhckopmpk in your Chrome browser. 3. Click Add to Chrome to install 14-day trial (see Figure 2). Akvelon, Inc. 2017, All rights reserved. 3

Figure 2 Dynamics CRM Integration for Gmail extension in the Chrome Web Store Buying app subscription Open Settings tab and click the Request Quote button Fill out opened dialog and click SEND Akvelon employee will contact you within one business day Figure 3 Request a quote form Akvelon, Inc. 2017, All rights reserved. 4

NOTE: This option allows you to select number of seats in your organization and buy the subscription using wire-transfer or company bank card (not the personal ones). Remove the extension from Chrome 1. Go to: chrome://extensions/ via Google Chrome. 2. Find Dynamics CRM Integration for Gmail in the extensions list. 3. Click the recycle icon. Figure 4 Dynamics CRM Integration for Gmail in Chrome Extensions List Getting started 1. Open Gmail and log in to your account. If Gmail is already opened and you are logged in, please press Ctrl+F5 on your keyboard in order to refresh page and enable the extension. 2. The first time you load the app, it will ask you to sign in with your Google Account. Enter your Gmail credentials one more time in order to get access to Google API. NOTE: if you ignore or close this Google API Authentication window the extension won t work correctly. Akvelon, Inc. 2017, All rights reserved. 5

Figure 5 Google API Authentication window 3. The extension will ask for permissions for Dynamics CRM Integration for Gmail (see Figure 6). Click Allow if you agree. NOTE: this permissions window appears only once when you start using the extension with your Gmail account. Akvelon, Inc. 2017, All rights reserved. 6

Figure 7 The extension s sidebar 4. Enter your Dynamics CRM credentials (see Figure 8): URL to your CRM organization, example: https://myorg.crm.dynamics.com; Username, example: jacob@myorg.onmicrosoft.com; Your password for CRM Online in the Password field. Akvelon, Inc. 2017, All rights reserved. 8

Figure 8 Setting CRM Connection Click the "Save" button. If the credentials are valid the page will be reloaded. Minimum set of CRM privileges to work with the extension PEASE NOTE: the extension fully integrates with Microsoft Dynamics CRM in terms of user s roles and privileges. However, there is a minimum privileges set which is required for the correct work (contact your CRM administrator for more details): Main functionality: prvreadorganization prvreaduser prvreadactivity prvreadentity (under Customizations tab in edit Role window) prvreadattribute prvreadrelationship prvreadcontact prvcreateactivity prvappendactivity prvappendtoactivity prvwriteactivity prvdeleteactivity (in order to Untrack emails) Akvelon, Inc. 2017, All rights reserved. 9

For entity search (e.g. Account): prvreadaccount To track email against an entity record (e.g. Account): prvappendtoaccount View CRM Activities Click the tab to open your CRM tasks and appointments for the time interval specified in settings (see more details about extension s configuration in Activities configuration setting). You can easily switch between tasks and appointments using: Tasks and Appointments buttons. Tasks and appointments are sorted by priority (blue flag means low, yellow normal, red high) and due to date (see Figure 9). NOTE: Only activities that have parameter Due Date are displayed here. Figure 9 CRM Activities Akvelon, Inc. 2017, All rights reserved. 10

You can follow link Show in CRM and view the tasks and appointments directly in your CRM organization (see Figure 10). Figure 10 Open activity in CRM Email tracking There are 3 options to track emails in to CRM: a) Without regarding field b) Set regarding using existing record in CRM c) Create new CRM record and use this entity to set regarding You can track emails by clicking the quick tracking icon or by opening email in Gmail. In both options, tracking tab will automatically open and display the information about the email (see Figure 11). Akvelon, Inc. 2017, All rights reserved. 11

Figure 11 The tracking tab a) Click the TRACK button to track email directly to CRM without regarding to any entity. The tracking tab will refresh and display new email s status so it can be un-tracked. You can also view tracked email in CRM by following the corresponding link. Figure 12 Track email without set regarding b) If you need to set regarding field for email using existing record in CRM: Akvelon, Inc. 2017, All rights reserved. 12

Select CRM entity type from the "Look for" drop down list Enter search query to find particular record in CRM Click the plus icon to track the email against found record in CRM Don t be confused with button New, it is for creating new CRM records (read more below). Figure 13 The email against existing CRM entity c) If you need to set regarding field using new record, which is not yet created in CRM: Select CRM entity type from the "Look for" drop down list and click the New button Fill out attributes in the Quick create form and click Save button. Created record will appear in the sidebar Now you can click the + icon to track particular email against newly created CRM record NOTE: Quick create form is configurable and you can set up to five attributes to display in this form (see Quick create form section for more details). Akvelon, Inc. 2017, All rights reserved. 13

Figure 14 Create new CRM record NOTE: If you need to remove tracked email from CRM, click the UNTRACK button (this email will be removed from CRM). If you use Conversation in your Gmail (replies to emails are grouped in conversations) and you received/sent a reply (email appeared at the bottom of conversation) it means that conversation was changed. In this case, RETRACK button appears after tracking tab refresh. This button allows to track new replies into CRM in one click (see Figure 15). Akvelon, Inc. 2017, All rights reserved. 14

Figure 15 Tracking conversations If email contains attachment(s), it will also be tracked to Dynamics CRM. File size should not exceed the limit configured in your CRM (5 MB by default). You can quickly identify if particular email is tracked or not using bullet points in Gmail inbox. Each email has a bullet that shows the status of the email tracking: email is not tracked, tracked, tracked, but there is new reply in conversation. NOTE: current version of the extension displays bullets for the primary inbox only. Also, refresh Gmail page to make sure that bullets are in actual state. Figure 16 - Email status (tracked, not-tracked) Akvelon, Inc. 2017, All rights reserved. 15

Configuring Dynamics CRM Integration for Gmail CRM Connection Anytime you can change your CRM Connection on the settings tab. Enter Dynamics CRM credentials and URL of your CRM organization to connect Dynamics CRM Integration for Gmail extension with your CRM (see Figure 17). Figure 17 Connection Settings NOTE: Each connection to different CRM-user within the organization requires a separate license seat; Each connection to one CRM-user using different Gmail account requires a separate license seat; After switching between different Gmail accounts the current CRM connection and setting will be reset. Activities settings This section is for selecting the day interval to display your activities in Dynamics CRM Integration for Gmail. For example, you can choose to show only today s activities or activities for the next three days. The default value is 3. Figure 18 Activities Settings Akvelon, Inc. 2017, All rights reserved. 16

Quick create form Dynamics CRM Integration for Gmail Quick create form allows you to configure attributes you would like to enter when create new CRM records through the extension. You can add up to five attributes. Select CRM entity type from the dropdown list and tick up to five attributes related to selected entity. NOTE: Only attributes, which can be entered manually as a text are presented there (there are no lookups, option set, etc.). Current version of the extension doesn t support Contract, Campaign Activity and Entitlement creation due to Google and CRM API limitations. If you are going to create these entity records via extension, you will be redirected to your CRM profile. Calendar sync Figure 19 Quick Create Form Configuration Tick the Sync appointments? checkbox, select Google calendar where you want to import CRM appointments, choose sync interval (how often sync will be performing in background) and click the Sync with CRM button. Appointments for the next 30 days of the current month will be added from your CRM account into your Google calendar. Akvelon, Inc. 2017, All rights reserved. 17

NOTE: Figure 20 Calendar sync setting The extension doesn t use background services for synchronization, so your appointments will not be synchronized if you don t work with Gmail. Next sync will be performed as soon as you start working with Gmail. Current version supports only one-way synchronization from CRM to Gmail. We are planning to add two-ways synchronization in one of the next versions. Import/Export config file Every user can configure the application settings once and send pre-defined configuration file to other users. Configuration file contains CRM URL, Calendar sync and Activities settings. Configure settings for extension Click the Save button to download configuration file Share this file with the other users Other users can apply settings by uploading predefined file (click Choose File to upload configuration file) Figure 21 Import/Export configuration file Akvelon, Inc. 2017, All rights reserved. 18

Troubleshooting Dynamics CRM Integration for Gmail License has been expired If your license is expired, you will see the following dialog window and won t be able to use extension s features. Figure 22 License s update dialog You can check your expiration date at the bottom of the settings tab. Figure 23 License s expiration date All seats are occupied This message means that your license doesn t allow to add new users. Contact gmail.support@akvelon.com to request extension. Akvelon, Inc. 2017, All rights reserved. 19

Figure 24 License s update dialog Extension doesn t work and there are no any error popups If extension s features are not available and response time is more than 10 seconds, please, check if the following requirements are met: 1. You passed Google API Authentication with your Gmail account 2. Your license is not expired 3. Your Microsoft Dynamics CRM is available, make sure you can login and use it 4. CRM connection settings are configured correctly 5. You have enough permissions to work with the extension (see Minimum set of CRM privileges to work with the extension) If you still experience a problem, please contact our support team via gmail.support@akvelon.com. Contact support If you are experiencing any problems with the extension, open Contact support tab and click SEND button to send email with log file to our support team. We will respond within 24 hours. NOTE: log does not contain any personal information such as email address or email body. Figure 25 Contact support section Akvelon, Inc. 2017, All rights reserved. 20

Feedback Dynamics CRM Integration for Gmail If you have any questions, experience problems or have general comments/suggestions, please feel free to contact us: gmail.support@akvelon.com. The Akvelon team encourages and appreciates feedback about Dynamics CRM Integration for Gmail on the page of extension in the Chrome Store. Akvelon, Inc. 2017, All rights reserved. 21