Riva CRM Integration - Documentation and Knowledge Base

Use Riva Insight Track in CRM

Article ID: 1399
Last updated: 05 Dec, 2018

Audience: End Users.

The purpose of Track in CRM is to create an additional relationship to an item that you want to have recorded in CRM.

Contents:

On YouTube, watch Riva Insight Track in CRM.

Limitations

Track in CRM, when used in Office 365, has these limitations:

  • The Microsoft Office API prevents running Track in CRM for tasks and contacts.
  • Use only one Office 365 window at a time; otherwise, errors will occur.

Track an Appointment, Email, or Task

To track an appointment, email, or task to an unrelated item in CRM:

  1. Select what you want to track:

  2. In the client, select Track in CRM.

    Example: In Outlook 2013, this is what it looks like:

    Result: The Track in CRM window appears.

  3. On the Contact row, select .

  4. In the Search box, enter at least three characters, and select . When Track in CRM displays up to ten CRM contacts, select a contact, and, in the bottom right corner, select the check mark.

  5. Back in the Track in CRM window, select , and select Account or Opportunity.

  6. To the right of Account or Opportunity, select .

  7. In the Search box, enter at least three characters, and select . When Track in CRM displays up to ten CRM items, select one of them, and, in the bottom right corner, select the check mark.

  8. Back in the Track in CRM window, select Okay.

    Result:

    • At step 1, if you selected an appointment or task, it is assigned the sync category defined in the sync policy and is scheduled for tracking during the next Riva Cloud or Riva On-Premise sync cycle.

    • At step 1, if you selected an email, then even if you do not select anything in the Track in CRM window, the email is moved to the Riva-created "- Create New Email" folder in the email client. The email is scheduled for tracking during the next Riva Cloud or Riva On-Premise sync cycle. For the Riva Insight Windows Add-in, an alternative to this functionality of Track in CRM is to use Riva Insight in basic mode

Notes:

  • An email, appointment, or task can be tracked only once per sync cycle. If you select Track in CRM for an item multiple times, each extra time you do so requires an extra sync cycle for the tracking.

  • Every time you select the same email, appointment, or task, the Track in CRM window displays the last contact and other CRM item that were selected for that selected item. If you then select an account or opportunity in the Track in CRM window, it applies to the currently selected CRM contact. You can select a different contact and then select an account or opportunity.

View Settings

To view Track in CRM settings:

  1. In Track in CRM, in the bottom right corner, select .

  2. In the Riva Insight Settings window that appears, select the Track in CRM tab.

  3. For descriptions of the settings, see Track in CRM settings.

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Article ID: 1399
Last updated: 05 Dec, 2018
Revision: 32
Views: 6521
Comments: 0