dynamics crm integration for gmail - akvelon

©Akvelon, Inc. 2017, All rights reserved

Dynamics CRM Integration for Gmail

User Manual


©Akvelon, Inc. 2017, All rights reserved. 2

Contents Overview .................................................................................................................................................. 3

Installation of Dynamics CRM Integration for Gmail 3.0 ......................................................................... 3

Getting started ......................................................................................................................................... 5

Minimum set of CRM privileges to work with the extension .................................................................... 8

View CRM Activities ................................................................................................................................ 8

Email tracking ........................................................................................................................................ 12

Configuring “Dynamics CRM Integration for Gmail” .............................................................................. 19

CRM Connection ............................................................................................................................... 19

Support multiple Gmail boxes ............................................................................................................ 20

Calendar Synchronization .................................................................................................................. 20

Import/Export Configuration File ........................................................................................................ 23

Buying app subscription ........................................................................................................................ 23

Remove the extension from Chrome .................................................................................................... 24

Troubleshooting ..................................................................................................................................... 25

Contact support ..................................................................................................................................... 26

Feedback ............................................................................................................................................... 26



Overview 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, filter, sort, search and create CRM activities

Synchronize appointments between Dynamics CRM and Google calendar

And others

Currently “Dynamics CRM Integration for Gmail” only supports “Dynamics CRM Online”.

Installation of Dynamics CRM Integration for Gmail

3.0 If you use Dynamics CRM Integration for Gmail v2.0, update to 3.0 will be applied automatically within

few hours. 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

As an option, you can remove current version and install 3.0 manually:

1. Go to: chrome://extensions/ via Google Chrome

2. Find “Dynamics CRM Integration for Gmail” in the extensions list

3. Click the recycle icon (See Remove the extension from Chrome for more detail)

4. Follow the installation steps below

chrome://extensions/





Installation steps:

1. Sign in to Gmail using your Google account. NOTE: 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).

Figure 2 “Dynamics CRM Integration for Gmail” extension in the Chrome Web Store

NOTE: You need to set up CRM connection and other settings after update from 2.0 to 3.0 due to

significant changes in the extension.

https://chrome.google.com/webstore/detail/dynamics-crm-integration/opdeoodggbccmpenpleeenkbhckopmpk/related?hl=en

https://chrome.google.com/webstore/detail/dynamics-crm-integration/opdeoodggbccmpenpleeenkbhckopmpk/related?hl=en

https://chrome.google.com/webstore/detail/dynamics-crm%20integration/opdeoodggbccmpenpleeenkbhckopmpk






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.

When the Gmail page is loaded, the sidebar of “Dynamics CRM Integration for Gmail” will appear

on the right side (see Figure 3).

Figure 3 The extension’s sidebar

2. Open “Settings” tab and enter your Dynamics CRM credentials (see Figure 4) in the “CRM

Connection” section:

URL to your CRM organization, example: https://myorg.crm.dynamics.com

Username, example: [email protected]

Your password for Dynamics CRM Online in the “Password” field

https://myorg.crm.dynamics.com/



Figure 4 Setting CRM Connection

3. Click on Google Account field to sign in to your Google Account (see Figure 5 Google API

Authentication window). Choose an account and click “Allow” to accept the permissions to

get access to Google API (see Figure 6 Permissions window).

NOTE:

If you ignore or close this Google API Authentication window the extension won’t work

correctly.

Google API Authentication is valid about few days and this time managed by Google.

When the time is over you need to accept this permission again.



Figure 5 Google API Authentication window

Figure 6 Permissions window

Click the CONNECT button. If the credentials are valid the page will be reloaded.



Minimum set of CRM privileges to work with the

extension 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)

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 activities.

Activities view depends on values selected in Due, View and Sort By drop down lists (See Figure 7

CRM Activities).



Figure 7 CRM Activities

Consider the one Activity Card in more detail (See Figure 8 Activity Cardbelow).



Figure 8 Activity Card

To select particular activities you can use the filter on the top of the “Your Activities” tab. Due dropdown

filters the activities by the due date. So you can select “All” to view all activities regardless of the due

date or select certain value, e.g. “Next 7 days or earlier” (See Figure 9 Due dropdown).



Figure 9 Due dropdown Figure 10 Sort By dropdown

To sort activities you can move the pointer over the icon and select one item of the list. It might be

activity type, subject, priority and so on. Also after clicking for some item you can change the order of

the activities view. Just click on arrow on the right side of the item (See Figure 10 Sort By dropdown).

Another ability to filter activities is use the View dropdown list. Move the pointer over the icon.

Figure 11 View dropdown list & Search



Then you can check one/several item(s) from the list and the particular activities will appear according

to the selected type(s).

If you want to search for the particular activity you can enter your search criteria (subject of the activity)

in the search field below the View dropdown, then click on magnifier (See Figure 11 View dropdown

list & Search).

To create new activity follow the next steps:

Click on CREATE NEW button

Select the type of the activity

Separate browser window with CRM New Activity form will open (See Figure 12 New CRM

activity). Fill all required fields, click SAVE&CLOSE

Click Refresh button to update view

NOTE: If created record matches the selected filter options, it will appear in the “Activity” tab.

Figure 12 New CRM activity

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 it as regarding

You can track emails by clicking the quick track icon or by opening email in Gmail. Also you can

select email by ticking checkbox on the left side in Gmail (See Figure 14 Highlighted email is



displayed in the “Track Mail” tab). In all these cases, tracking tab will automatically open and display

the information about the email.

NOTE: “Track Mail” tab will be updated only for the last selected email. If you select one more email,

info of this last selected email will show in the “Track Mail’ tab.

Figure 13 Updated “Track Mail” tab after clicking on quick track button



Figure 14 Highlighted email is displayed in the “Track Mail” tab

a) Click the “TRACK EMAIL” button to track email directly to CRM without regarding to any

entity. The tracking tab will refresh and display new email status. You can also view tracked

email by clicking on “Open record in CRM” icon (See Figure 16 Track email after clicking

on the “TRACK EMAIL” button).

Figure 15 – Track email without set regarding



Figure 16 Track email after clicking on the “TRACK EMAIL” button

b) If you need to set regarding field for email using existing record in CRM:

Navigate to the “Set Regarding” tab and select CRM Record type;

Enter search query to find particular record in CRM (type at least 3 characters);

Click the track icon to track the email against found record in CRM.

Figure 17 Track with Set Regarding



c) If you need to set regarding field using new record, which doesn’t exist in CRM:

Select CRM entity type from the "Record Type" drop down list, e.g. Contact entity and click

the CREATE NEW button (See Figure 18 Create new CRM record)

Separate browser window with CRM New Contact form will open. Fill all required fields and

click SAVE&CLOSE in CRM (See Figure 19 Separate browser window with CRM New

Contact form)

Only new record will appear in the sidebar if search box is empty (See Figure 20 New

CRM record after saving). If search box contains query - all records which are satisfied

to search query will appear after you press SAVE&CLOSE.

Click track icon to track selected email against created record.

NOTE: If you didn’t log in to the CRM, separate browser window will appear with the authentication

form. Please enter your CRM credentials to continue work with Create new record functionality.

Figure 18 Create new CRM record



Figure 19 Separate browser window with CRM New Contact form

Figure 20 New CRM record after saving



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, UPDATE TRACKING button appears after tracking tab

refresh. This button allows to track new replies into CRM in one click (see Figure 21).

Figure 21 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 status of the quick track

buttons in Gmail inbox. Each email has a quick track button that shows the status of the

email tracking:

– email is not tracked

– tracked

– tracked, but there is new reply in conversation

– track status pending. Gray icon shows that email status is not yet received

(status of the quick track buttons are loaded consistently)



Figure 22 Email status (tracked, not-tracked)

Configuring “Dynamics CRM Integration for Gmail”

CRM Connection

Enter Dynamics CRM URL, username and password you use to login to CRM to connect the extension

with your CRM (see Figure 23).

Figure 23 “CRM Connection” section in the Settings

NOTE:



Each CRM connection (CRM URL, CRM username and password) for one Gmail account

requires a separate license seat. It means:

o If you sign in new Gmail account using current CRM connection, license seat will be

occupied.

o If you sign in current Gmail account using new CRM connection, license seat will be

occupied.

After switching between different Gmail accounts the current CRM connection will be reset

(See Support multiple Gmail boxes for more detail).

Support multiple Gmail boxes If you logout from your work Gmail box to home/personal (or other) Gmail box, extension treats this

case as a situation that requires Chrome account re-login and Connection re-save.

Assume that your CRM connection is set up for the one Gmail box. You want to work with your another

Gmail box. Consider the following general workflow:

Sign out current Gmail box

Sign in another Gmail box

After credentials prompt click on arrow tab of the extension panel

You’ll see the red text about you signed-in with Gmail account which is not configured to work

with extension (See Figure 24 CRM Connection after Gmail inbox change). Make sure your

current Gmail account is equal to the value in Google Account field. Click Google Account field

to change it

If current Gmail account is equal to Google account value, click on CONNECT (If this account

was not registered before, additional license seat will be occupied)

Settings will be applied for the new Gmail inbox after reload

Figure 24 CRM Connection after Gmail inbox change

Calendar Synchronization

The extension supports two-way synchronization of appointments between CRM and Google

calendar.



Configure Calendar sync functionality:

Click “Settings” tab and Expand “Calendar Sync” section

Select Google Calendar which will be used for sync in the “Select Google Calendar”

dropdown list

Select sync interval in the “Select Sync Interval” dropdown list (how often sync will be

performing in background)

Enable “Sync Gmail to CRM” toggle button to turn on sync from Google calendar to

Dynamics CRM

Enable “CRM to Gmail” toggle button to turn on sync from CRM to Google calendar

As an option, click the SYNC NOW button to start synchronization immediately.

NOTE:

Appointments from the current date&time till the end of the month will be added from your

CRM account into your Google calendar;

Once you enable toggle, synchronization will start automatically at the time displayed in

“Next Sync” field;

“Last Sync” shows the time of the latest synchronization

Figure 25 Calendar Sync setting

NOTE: 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.

Now our extension supports two-way appointment attendees’ synchronization. That means you can add

participants to your appointment in CRM (as well as in Google calendar) and this information will be up-

to-date in CRM and in Google calendar.

To add CRM participants follow the next instructions:

Open existing appointment in CRM or create new one

Choose contacts from the list opposite the “Required” or “Optional” field

Fill all remaining required fields (See Figure 26 Attendees sync. Add participants in CRM)

Save changes

Return to Gmail and click on SYNC NOW button



Figure 26 Attendees sync. Add participants in CRM

As soon as you navigate to Google calendar and open just synced record you notice the participants

list contains email addresses of CRM contacts that has been added in CRM. Refresh the page to

see contacts’ full name instead of email address (See Figure 27 Attendees sync. View

participants in Google calendar). You can also do vice versa: create/update Google event by

adding email addresses in the Participants list and this event will be updated in CRM.

Figure 27 Attendees sync. View participants in Google calendar



NOTE:

Contact, Account, Lead and User CRM entities are supported for the attendees’ sync;

If there are no contacts found by email in google then appropriate google contacts will be

created;

If there are no CRM entities (Contact, Account, Lead, User) found then new CRM contact will

be created.

Import/Export Configuration File

Administrator can configure the application settings once and send pre-defined configuration to

other end-users. Configuration file contains Calendar Sync and Activities tab settings.

Follow the next steps:

Configure settings for extension

Click the EXPORT CONFIG FILE button to download configuration file

Share this file with the other users

Other users can apply settings by uploading predefined file (click the APPLY CONFIG FILE

button)

NOTE: Before applying configuration file, make sure you have entered CRM credentials in the

Connection section.

Figure 28 Import/Export Configuration File

Buying app subscription Open “Settings” tab, expand “Contact Sales and Support” section and click the REQUEST A

QUOTE button

Fill out opened dialog and click “SUBMIT” button

Akvelon sales will contact you shortly



Figure 29 Request a quote form

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 30 “Dynamics CRM Integration for Gmail” in Chrome Extensions List






Troubleshooting 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 31 License’s update dialog

You can check your expiration date in the “About” section of the “Settings” tab. Also there’re User

Manual and List of Changes buttons. You can find out all new features that were added to the new

version of extension in the List of Changes.

Figure 32 License’s expiration date in the “About” section

All seats are occupied

This message means that your license doesn’t allow to add new users. Contact

[email protected] to request extension.

Figure 33 License’s all seats are occupied 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

mailto:[email protected]



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 [email protected].

Contact support

If you are experiencing any problems with the extension, open “Settings” tab, expand “Contact

Sales and Support” section and click “CONTACT SUPPORT” button to send email with log file to

our support team. You can also provide us with description of your issue and attach screenshot for

more details (see Figure 35 Contact Support form). We will respond shortly.

Figure 34 “Contact Sales and Support” section

Figure 35 Contact Support form

NOTE: Log file does not contain any personal information such as email address or email body.

Feedback If you have any questions, experience problems or have general comments/suggestions, please

feel free to contact us: [email protected].

mailto:[email protected]



The Akvelon team encourages and appreciates feedback about “Dynamics CRM Integration for

Gmail” on the page of extension in the Chrome Store.

https://chrome.google.com/webstore/detail/crmintegration/opdeoodggbccmpenpleeenkbhckopmpk

https://chrome.google.com/webstore/detail/crmintegration/opdeoodggbccmpenpleeenkbhckopmpk

dynamics crm integration for gmail - akvelon

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