Audience: Project Team Lead, End-User Evaluation Team, and Riva Administrators
(For a similar article intended for end users, see How Does Riva Sync Your CRM and IBM Notes Data.)
Objectives and the means to reach them
We recommend that, while working through this article, you also keep referring to Create and configure a sync policy for Exchange and IBM Notes.
Riva supports assigning target users to the sync policy by using mailbox users or IBM Notes groups. If a large number of users will be added to a sync policy, it is easier to use groups. User management would be done in Notes group management. Changes to group member lists will be picked up once daily or if the Riva sync service is restarted.
Riva also supports syncing multiple sync policies at the same time. This allows Riva administrators to design sync policies that best meet sync requirements based on the type of user (in an office or mobile), geographic location (North America, EMEA, APAC, etc.), or type of data being synced (full data sync, calendar only, email only, etc.).
Key questions to ask
When Riva performs a first time sync for a user, it queries the CRM for contacts, leads, calendar items, and tasks to copy to the user's IBM Notes mailbox. Riva includes a Sync Start Time filter option that Riva applies depending on the type of data.
Key questions to ask
Watch the following videos on contact and lead sync.
Sync contacts and leads between your CRM and IBM Notes
Sync new contacts from IBM Notes to CRM using a category
Sync new contacts automatically from IBM Notes to CRM
First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva syncs a filtered list of contacts and leads from the CRM and creates those as contact records in IBM Notes. Those contact records appear in the user's Notes Address Book.
Normal Data Sync: Riva can support bidirectional or unidirectional data syncing between the CRM and IBM Notes. When bidirectional syncing is enabled, Riva, by default, syncs contacts and leads as follows:
Key questions to ask
Sync appointments and meetings between IBM Notes and CRM
Sync CRM tasks between CRM and IBM Notes to-do's
Syncing calendar events
First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva syncs calendar items from the CRM and creates those as calendar items in the user's primary calendar in IBM Notes. Those contact records appear in the user's IBM Notes client primary calendar and are colour-coded according to the Riva synced category added to the IBM Notes client.
Normal Data Sync: Riva supports bidirectional and unidirectional data syncing between the CRM and IBM Notes. When bidirectional syncing is enabled, Riva, by default, syncs the calendar as follows:
Note: Riva does not sync marking CRM calendar items as "completed" to IBM Notes.
Calendar syncing questions to ask
First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva will sync task items from the CRM and create those as tasks items in the user's primary to-do list in IBM Notes. Those task items will appear in the user's IBM Notes client primary to-do list and be colour-coded according to the Riva synced category added to the IBM Notes client.
Normal Data Sync: Riva supports bidirectional and unidirectional data syncing between the CRM and IBM Notes. When bidirectional syncing is enabled, Riva, by default, syncs tasks as follows:
Task syncing questions to ask
Riva supports archiving emails into the CRM. Emails will be related to email recipients that can be matched to CRM users, contacts, and leads. Riva does not sync emails created in the CRM into IBM Notes. Emails can be used as a source item to create opportunities, cases, or other module items in the CRM, depending on the CRM. Learn more about how Riva can sync emails.
Archive emails from IBM Notes to CRM
First Time Sync: During the first sync, Riva builds, in the user's mailbox, a new folder structure that contains "drop folders". A user can sync an email to the CRM by moving it or copying it into an appropriate "drop folder".
Normal Data Sync: By default, Riva archives emails and matches the email recipients to the CRM user first, then to CRM contacts, and then to CRM leads (if enabled in the sync policy). Riva can be configured to sync emails and create module items in the CRM, typically new opportunities, cases, projects, or quotes. Riva also supports custom objects for some CRMs. For each email placed in a "drop folder", Riva archives it to the CRM as follows:
The SmartConvert tab of the sync policy has many options that control how email sync is implemented.
Email syncing questions to ask
Sync CRM module data to email
Manage, connect to and edit CRM opportunities directly from IBM Notes
Use summary emails to quickly look up Items in the CRM
Normal Data Sync: Riva creates summary emails in the IBM Notes mailbox in the module folders of the drop folder structure, for example the Opportunities folder. Those emails contain summary information about each active module item (for example, an opportunity). Each email also includes a button or website link to open the module item in the CRM in either Edit or View mode.
Supporting CRM module sync questions to ask
Create opportunities and cases from emails
Use SmartConvert to convert an IBM Notes email into a new CRM opportunity
First Time Sync: During the first sync, Riva builds, in the user's mailbox, a new folder structure that contains "drop folders". Drop folders (for example, "- Create New Opportunity") are added for each module that is enabled in the Other tab of the sync policy.
Normal Data Sync: When a user places an email in a "- Create New [module]" folder, Riva processes that email as follows:
SmartConvert questions to ask
A video to demonstrate the Riva AssignTo option has not been recorded for the IBM Notes client and is, therefore, not available for viewing. The AssignTo email tracking functionality is the same for IBM Notes, Outlook, Gmail, GroupWise, and all mobile clients. The following video demonstrates that functionality in an Outlook email client.
Use AssignTo to archive emails against existing opportunities and cases
Archive emails against opportunities and cases
First Time Sync: During the first sync, Riva adds an \Assign To\ folder under the parent module folder for each module enabled in the Other tab of the sync policy. Riva adds a drop folder for each active module item that is either visible to or owned by the user. The folder name is based on the module item:
Normal Data Sync: When a user places an email in an AssignTo drop folder, Riva processes that email as follows:
AssignTo questions to ask