Once the CRM connection and the Email connection are created, you can create, configure and enable a CRM synchronization policy.
Note: This article uses Sugar for an example, but it applies to all supported CRM solutions. The screen shot for Step 3 may be slightly different, because only those options available in your CRM will be shown.
Select the Configure Policy link to open a multi-tabbed policy configuration page where you will perform the following work.
Under the General tab, ensure that the Enabled check box is cleared (= not selected). You need to leave the policy disabled until all the configuration work is completed.
Under Historic Item Filtering, click the calendar button beside the Sync Start Date and choose the desired sync start date. This defines how far into the past to check for active items to sync during the initial synchronization. Riva Live will create a copy of Contacts, open calendar items, and uncompleted tasks that have been created or modified since the sync start date and today. NOTE: For trial licenses, you are limited to a sync start date of 15 days into the past. Once you are fully licensed, you can modify the sync start date to an earlier date if desired.
Under the Schedule tab, you can modify the synchronization intervals for "peal" and "off-peak" hours. The defaults are every 5 minutes for "peak" and every 15 minutes for "off-peak". Reset those times to best reflect your requirements. If your hosted Email or CRM services charge for data throughput, you will want to increase the intervals to reduce the number of times a full synchronization is scheduled.
In addition, ensure that you set the proper local time zone for your account.
Under the Synchronization tab, you will set the category and module options. The Category name is used to identify items that originate from and need to be synchronized with the CRM. In GroupWise, an address book using the category name will be created for contacts, for example SugarCRM and another address book will be created for leads, for example SugarCRM | Leads. A child calendar will be created for appointments, phone calls and tasks, for example a SugarCRM child calendar will be created. The Category name cannot be changed once the policy has been saved.
Select (check) the modules to enable CRM <> Email data synchronization. Items will be synchronization based on:
Do not check data that you do not want to synchronize to your GroupWise account. You can change any of the module selection settings at a later date.
Under the SmartConvert tab, to enable and configure your ability to create new "other" items by linking or moving an email item to a corresponding "Create New" folder. You can create a new opportunity, case, project or quote using the source email. SmartConvert will check to see if an account (uses email domain name) and contacts (uses email address) exists for the email addressees in the email.
Additional creation filters exist:
The Assign To feature will provide you with the ability to use drag and move or drag and link to archive emails to "other" items like Cases, Opportunities, Projects, or Quotes.
Under the Assign To tab, check the Enable Assign To option.
If enabled, individual "drop folders" will be created for the most current cases, opportunities, projects and quotes (based on which modules you enabled under the "Synchronization" tab (see Step 3 above). There are three options for managing those "drop folders":
Before enabling the policy, we recommend that you review all of the settings and options for all the tabs. Some settings cannot be changed once the policy has been enabled.
To enable the policy, check the Enabled option under the general tab and click OK.
Your browser refreshes and shows that your policy has been enabled.
Wait for up to four hours for the initial synchronization to occur in the GroupWise client.