MS-Outlook Integration with SupportCenter Plus

 

The SupportCenter Plus Outlook edition is productivity-enhancement software that can be used with SupportCenter Plus system and Microsoft Outlook. The Outlook edition can be installed on users' MS Outlook as a plugin, which can be used to synchronize the contacts, tasks and events in between Microsoft Outlook and the SupportCenter Plus and add the contact specific e-mail as a Case to the SupportCenter Plus customer specific cases.

 



 

1. Installation Procedure

 

System Requirements

 

Before you install SupportCenter Plus Outlook plugin it is necessary to understand the system requirements. The minimum hardware and software requirements for installing Outlook plugin are described below:

 

Installation Prerequisites

 

Installing SupportCenter Plus Outlook Plug-in

 

Follow the steps given below to install SupportCenter Plus Outlook Plug-in

  1. Run the SupportCenter_Outlook.exe.

  2. The Welcome to the Installation Wizard dialog appears, click Next button.

  1. The License Agreement dialog appears, review the License Agreement and click Yes to proceed with the installation.

  1. On accepting the license agreement, the Choose Destination Location dialog appears. By default, the application directory is C:\ManageEngine\SupportCenter Plus Outlook Edition directory.

  1. Click Browse to change the installation directory. Choose the directory of your choice and click Ok. Click Next to proceed. SupportCenter Plus Outlook Plug-in installation will take a few seconds.

  2. The Installation Completed dialog appears.

  1. Click Finish to complete the installation.

 

Uninstalling SupportCenter Plus Outlook Plug-in

 

To uninstall the Outlook plug-in:

  1. Stop the Microsoft Outlook if it is running.

  2. Select Start > Settings > Control Panel.

  3. Click the Add or Remove Programs icon in the Control Panel.

  4. The Add or Remove Programs dialog appears, select SupportCenter Plus Outlook Plug-in and click Remove link. It will take a few minutes to uninstall the SupportCenter Plus Outlook Plug-in.

 

2. Working with Outlook Edition

 

Using the SupportCenter Plus Outlook Plug-in you can perform the following operations:

 Note

 

1. Currently SupportCenter Plus Outlook Plug-in supports Microsoft Outlook 2000, 2002, 2003, 2007, and 2010.


2. The event details are entered under Calendar in Microsoft Outlook.

 

Configuring SupportCenter Plus Server

 

Before adding or synchronizing Microsoft Outlook E-mails and contacts to the SupportCenter Plus system, specify the SupportCenter Plus login details in Microsoft Outlook. You can use the Outlook edition to connect the SupportCenter Plus Ondemand service as well as packaged software.

 

To configure SupportCenter Plus login details:

  1. Start the Microsoft Outlook.

  2. Select the SupportCenter Plus drop down menu -> Login option.

  3. The SupportCenter Plus Login dialog appears, specify your SupportCenter Plus login details.

  4. Enter the SupportCenter Plus ID and Password to login to the SupportCenter Plus.

  5. Select the Remember Me check box if you want to remember the login details.

  6. Click Login Option link to add the SupportCenter Plus URL.

 

Synchronizing the Microsoft Outlook Contacts, Tasks, and Events with SupportCenter Plus

 

Synchronization allows you to enter the customer-specific contacts, tasks, and events from Microsoft Outlook to SupportCenter Plus and vice-a-versa and update the information in both SupportCenter Plus and Microsoft Outlook. It also eliminates duplication and resolves conflicts if the data is not in sync.

 

To synchronize contacts between Microsoft Outlook and SupportCenter Plus:

  1. Select the Contacts shortcut from the Microsoft Outlook sidebar.

  2. Select the required contact(s) from the Inbox.

  3. Select the SupportCenter Plus drop down menu -> Sync Contacts option. It takes a few minutes to completely read the contacts in SupportCenter Plus and Microsoft Outlook.

  4. Once reading is completed, the Synchronizing Status dialog appears. The contacts added, updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the Synchronizing Status dialog box.

  5. Click View Details button to view the list of contacts.

  6. Click Close, if you ensure that all the contact details are correct.

  7. Click Accept Changes to complete the synchronization or click Close to abort the synchronization.

To synchronize tasks between Microsoft Outlook and SupportCenter Plus:

  1. Select the Tasks shortcut from the Microsoft Outlook sidebar.

  2. Select the required task(s) from the Inbox.

  3. Select the SupportCenter Plus drop down menu -> Sync Tasks option. It takes a few minutes to completely read the tasks in SupportCenter Plus and Microsoft Outlook.

  4. Once reading is completed, the Synchronizing Status dialog appears. The tasks added, updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the Synchronizing Status dialog box.

  5. Click View Details button to view the list of tasks.

  6. Click Close, if you ensure that all the task details are correct.

  7. Click Accept Changes to complete the synchronization or click Close to abort the synchronization.

To synchronize events between Microsoft Outlook and SupportCenter Plus:

  1. Select the Calendar shortcut from the Microsoft Outlook sidebar.

  2. Select the required calendar(s) from the Inbox.

  3. Select the SupportCenter Plus drop down menu -> Sync Calendar option. It takes a few minutes to completely read the calendars in SupportCenter Plus and Microsoft Outlook.

  4. Once reading is completed, the Synchronizing Status dialog appears. The calendars added, updated, deleted in Microsoft Outlook and Support Center Plus are displayed in the Synchronizing Status dialog box.

  5. Click View Details button to view the list of calendars.

  6. Click Close, if you ensure that all the calendar details are correct.

  7. Click Accept Changes to complete the synchronization or click Close to abort the synchronization.

 

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