Getting Started with Hermes365 Mail

1      Introduction

Hermes365 Mail integrates Office365 Outlook with Dynamics CRM Online.

Dynamics CRM is a web based CRM application that helps organizations maintain relationships with their clients.  Dynamics CRM Online is offered through Office 365 and has a PC based outlook integration add-in.  There is not a web based add-in for Dynamics CRM and so users on a Mac platform or organizations who want “access everywhere” are left with no existing solution.  Hermes365 fills this gap by providing a web based solution to mail tracking and Outlook integration across all platforms that Office 365 supports.

Below is a guide that gets you started using Hermes365 Mail. It is not intended as a guide for using Dynamics CRM or the basic use of Office 365. 

Preliminary Assumptions:
1) Hermes365 Mail is installed on your Office 365 exchange server.
2) Hermes365 creates cookies for the users’ convenience.  Passwords are never stored in either the server or the client.  Session state is retained while the same user is on Outlook reading emails, and is coordinated by the use of the Exchange Server-provided UserIdentityToken.
3) All “toast” like messages throughout the product are intentional and are not bugs.  They will announce a suggested corrective action and will appear in the following forms:

The “blue” box is informational and typically denotes a response to an action the user has requested to do.
The “yellow” box is non-intrusive information and may suggest corrective action to the user.
The “red” box denotes the action requested cannot be completed as expected. Occasionally it will say “Error” in the text, but that is “By Design” and informs the user of a non-corrective occurrence for the action requested.  In the above red box example, the user is being told that the email activity could not be completely copied to the CRM system because the attachment was too big, (“By Design” in CRM).

2      Product Walkthrough

In this example we will walk through a typical day in the life of the user Glenn Ross.

2.1    Reading Pane

While reading her emails in the Outlook Web Client, Glenn Ross will:

1)      Login to her CRM system through the Hermes 365 Mail web app.

2)      Create an Email activity to track the incoming email on her CRM system.

3)      Create an Opportunity activity based on an email that she has received.

4)      Open a few of the existing artifacts associated with her emails in the CRM system through the Hermes365 artifact buttons.

5)      Logout of her CRM system.

2.2    Composing Mail

While composing an email in the Outlook Web Client, Glenn Ross will:

1)      Select the Hermes365 Mail web app and login to her CRM system.

2)      Insert CRM data in the body of her email using Hermes365 Mail app.

3)      Send her email.

The same steps can be execute on PC Outlook application of Microsoft Office.


3      Reading Pane App

After properly installing the Hermes365 Mail app you should see an indicator with the name Hermes365 Mail right above your reading pane.

Click on “Hermes365 Mail” app.

You will need to login to your Dynamics CRM Online system by providing your CRM credentials, which may be different that your email credentials.

Hermes365 Mail will auto fill “Username” based on your current Outlook credentials.

 

Click on the “Login” button to continue and you will be directed to the Create Activity pane.

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The Create Activity pane.

Once your credentials are verified, you will be taken to the Create Activity pane.  Let’s talk about some of the elements you will see.

CRM Organization – This dropdown box lists all the organizations your CRM System has available.  Select the one you belong to and Hermes365 will remember your preference in the future.

Linked Artifacts – This area appears as “busy” at first and you can continue to work while Hermes365 tries to fetch any existing artifacts associated with the selected email. If there are none, the text “None” will appear.

Create Activity Area – This area displays the different options for the “Create Activity” button. See explanation in the following panes.

 

Creating a CRM Activity

Hermes365 lets you be more productive by creating activities based on the content of the email you have currently selected.

Let’s create a simple Mail activity by selecting the “Mail” radio button followed by clicking on the “Create Activity” button.

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When you click the “Create Activity” button you will be greeted with a friendly “toast” message describing what Hermes365 is doing in the background.

In this case “Attempting to create Mail activity…”.  The “wait” animation is displayed while Hermes365 performs all the necessary tasks required to duplicate your email in Dynamics CRM in the background.

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When Hermes365 returns, all of the artifacts that were created will be displayed as clickable buttons in the artifacts pool.

In this case both a Contact and a Mail were created by Hermes365.  You may click on either corresponding button to inspect the details in a Dynamics CRM pop-up or tab, depending on your browser settings.

Note: Dynamics CRM has limited email display support.  For example, inline images are not retained and attachments have size limitations.

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Let’s try creating an Opportunity.  Select the “Opportunity” radio button and click “Create Activity”.

Once Hermes365 has completed all required tasks, a new “Opportunity” button appears. 

Here is what happened:

1)      Hermes365 first looks to see if a Mail activity already exists of the currently selected item. If not, a new Mail activity is created.

2)      Hermes creates an Opportunity record in Dynamics CRM and sets the Regarding object in the CRM Mail record to point to this newly created Opportunity.

Clicking on the “Mail” button will display the CRM record with all the proper fields filled in.

Note: Dynamics CRM has only one regarding object per mail record.  If you now create a Lead activity with this email, then the CRM Mail regarding object will point to the Lead record, but the old Opportunity record will still exist as an orphan.  This behavior is By Design and can, in fact, be very useful.

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As you click on different emails and then click on the Hermes365 Mail app, you will notice that credentials are no longer required (until one of the authentication token expires or you intentionally logout).

If you click on another mail item and then click on Hermes365 Mail app you will see all the Linked CRM Artifacts that are associated with the newly select email item.

Note: The original CRM Mail record must be created using Hermes365, thereafter any associated records can be created within Hermes365 or directly with Dynamics CRM.

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Let’s click on “Case” and bring up a Dynamics CRM form…

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Let’s explore the CRM Case Form details.

Referring to the arrow numbers in the CRM Form above and the email from where it was created on the right:

“1” above represents the email that this Case came from.  Clicking on this object in CRM will bring up the copy of the email (on the right) that Hermes365 created.

“2” shows that the origin is from an email.

“3”, the Case title comes from the subject line in the original email.

“4” the company, U2, is the company Bono represents which is gathered from the Bono contact record that is in the CRM database already.

 

For additional security you may logout of Hermes365 Mail by clicking on the “Login” tab and clicking the “Logout” button you may have seen earlier.  This action clears out any active caches or tokens on the Herme365 server.  Also, if you forget to logout, tokens will auto expire within 24 hours of your last login.  For added security, Hermes365 never retains passwords in memory or physical storage.

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4      Composing an Email

Start by clicking on “new Mail”

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Fill in your email and place the cursor at the end of your message.

Now click on “Apps”.

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Click on “Hermes365 Mail

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“1” - Select the record type, in this example, Activities, then…

“2” – Click on the dropdown to see all of your available views for this record type.

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Select the view you would like to insert.  In this example, Glenn Ross has a personal view called U2 Activities that she created in Dynamics CRM.

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Now click the button “Insert Records!

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After a few seconds, Hermes365 returns with your requested table inserted where you had your cursor, as seen on the right. 

You can format this table using the Style menu.

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Click send to complete your task.

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That’s it.  In a few simple steps you learned how to use Hermes365 Mail.