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Workaround for fact Contact sharing is broken?

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Ben Helps
Contributor

Hi,

 

We're late stage migrating to O365/EO/OCM (at least that was the plan) when I read that OCM doesn't support Contact sharing?! A shared contact's complete call/email history isn't available to all staff it's shared with?! This has been a major roadblock to choosing the O365/EO/OCM path.

 

Rather than just going Google Suite et al: 1) are there plans (with a documented timeline) to implement sharing in OCM? and 2) in the meantime could I simulate it by having all to/from contact emails CC in an email like all-staff@company.com which is a shared mailbox all staff have access to - would that work?

41 Replies

Hello Ben, However, we can enable the Share contact option in the Contact details page:

20171207-1.png

 

If possible, please check it on your side. And, if anything is misunderstand, we appreciate your update to let us know at your convenience. Regards, Rudy

Hi, I don't have it installed yet (haven't gone down the path of O365 etc until we're confident it WILL do what we expect.

 

Could you confirm it absolutely DOES share full contact email/calls history between ALL staff for a shared contact?

Hello Ben,

 

I need consult with our related team. Once get any information, I will update this thread.

 

Your patience is appreciated.

 

Regards,

Rudy

 

OK, however be aware we need to begin down the path of O365/EO/OCM before Christmas, so it'd really help to know *before then* if OCM is going to support contact comms sharing in the *near* future or not

Hi Ben, we have the same concerns and have tossed around the idea of the same workaround. We upgraded to Outlook 365 because they advertised this sharing functionality, which was kind of the whole point of the software.. NOT HAPPY

 

 

Yeah it's not good, if they're trying to convince us to pay for a product that can't do what they advertise :p

 

Any MS peeps want to chime in ASAP with a timeframe to make OCM functional, or a clear statement about whether my workaround (above) would patch the problem?

So, any update on this? I know you guys are probably busy fighting fires with OneDrive being down at the moment, but... :p

Hello Ben,

 

Sorry for the late reply.

 

I have gotten the reply from them. The answer is yes, please check it on your side if possible.

 

@Matt Weeks If you are meeting any issue about Microsoft Teams, we welcome you post a new thread for the best help. Since the cause may be different.

 

Your patience is highly appreciated.

 

Regards,

Rudy

So when you answered "yes" to the following:

 

Any MS peeps want to chime in ASAP with a timeframe to make OCM functional, or a clear statement about whether my workaround (above) would patch the problem?

I gather you weren't saying OCM sharing will be functional by "yes", you were clearly stating that "yes" all staff will be able to view the FULL communications history of a shared Contact (or at least FULL email history) if all emails for that Contact are CC'd to an email address shared across all staff?

 

Guessing still Salesperson B couldn't see customer's reply to Salesperson A as it arrives, unless outbound emails for customers to reply to, are only ever issued from shared mailboxes like "sales" ?

 

It's just our circa 2003 CRM we use now and would like to retire for OCM, can do that - all staff can see an email on a Contact's card which was inbound addressed to salespersonA@company.com

 

So, will some form of simply CC'ing all-staff@company.com be enough for ALL staff to see an email that arrives from a customer and addressed only to salespersonA@company.com - without needing to Forward that mail to all-staff@company.com ?

Hello Ben,

 

When you enable the Share Contacts, every member of that group will automatically see the shared items on their contacts, companies, and deals pages.

 

Note: When you share an item, any files attached to the item won't be shared. You can copy those files manually and share them with the rest of your sales team.

 

Please see the screenshot as a attachment:

 

 

Yours,

Rudy

 

Hey Rudy,

 

It's hard to tell from that screenshot, however I don't see any shared EMAILS for the shared contact showing/referenced - remember, the whole question of this thread is about getting a shared contact's EMAILS shared

Hello Ben,

 

For the privacy, I have removed the contents. I have attached a new one, please check it on your side.

 

Regards,

Rudy

 

Ok, but notice how all the emails in your screenshot are between yourself and a shared? Contact. It should also show you emails between other staff members and that shared contact

Hello Ben,

 

Actually, you can see each shared contact's email that contains them in the To field via clicking their name in you OCM Contacts tab. 

 

Feel free to let us know if anything is unclear.

 

Regards,

Rudy

 

OK cool. So to clarify, if I look at a shared contact in OCM, I can see ALL emails TO and FROM that contact?

 

Even if it was an email FROM another salesperson TO that contact, AND even if it was an email FROM that contact to a DIFFERENT salesperson than me?

So any answer yet, or everyone still on hols?

Hello Ben,

 

Sorry for the late reply.

 

As I mentioned above, you can see the shared contact's email, when his/her email address listed in the TO filed, it says the email sent to this shared contact and you can access it in your OCM. For example, the UserA is a shared contact, if you or other users send an email to UserA or the recipients contain UserA, you will see this email on your side.  

 

Hope the clarification is clear. Meanwhile, if you need further help, please feel free to let us know at your convenience.

 

Regards,

Rudy

It's about half clear. OK, you are saying that all staff can read ANY emails written TO shared contact UserA. So if StaffB writes an email to UserA, StaffC can see that email by looking at shared contact UserA?

 

What about the other critical half of the equation. If UserA writes a message TO StaffB, does it correctly appear in the emails on UserA contact card? And can StaffC see the email from UserA to StaffB on the shared contact card for UserA ??

Hi Ben,
I want to see the answer to this question. I'm in the same position.
Thanks

Hello ben,

 

About your question, please see:

  1. So if StaffB writes an email to UserA, StaffC can see that email by looking at shared contact UserA? Yes, you are right.

 

  1. If UserA writes a message TO StaffB, does it correctly appear in the emails on UserA contact card? No, it appears in the StaffB contact card. Because the StaffB listed in the "To" filed. And you will see from UserA send to StaffB.

 

  1. And can StaffC see the email from UserA to StaffB on the shared contact card for UserA ? No, the StaffC can see it in the StaffB's shared contact card. Because the StaffB listed in the "To" filed.

 

Please see the screenshot:

20180110-1.png

 

Your time and patience are highly appreciated.

 

@Bryce, we suggest you post a new thread for better help.

 

Regards,

Rudy

Yuck! So StaffC would have to wander through StaffA-Z shared contacts just to find an email from UserA to another staff?!

Shouldn't all emails to OR from UserA also appear in the shared contact for UserA, as they relate to UserA??
The whole point of ANY staff seeing an inbound email from a user, is so if StaffB is on holidays StaffC can see and action an email from UserA (that was sent to StaffB), thereby not missing a sale, an RMA, a litigation notice, etc.

Only way I could think to do it is a substandard way of all staff using the one mailbox (say, we all use a shared sales@ or staff@ mailbox) so we can all see all inbound email. But that would be exceedingly lame (and reduce the number of O365 subscriptions we'd need to buy)

Ben you are right... This is lame and needs a better solution.

I feel duped. Customer Manager is pretty much a waste of time. Bring back the old BCM

 

There is a chasm between Customer Manager and Dynamics. I dont think the people at microsoft understand how difficult it is to jump the gap. Its not just the cost difference of the products. Its the training of staff on systems and developing procedures etc.

 

I was really hoping Customer Manager would lead to Dynamics. But its just too difficult.

Hello Ben,

 

If this feature doesn't meet your requirement, we welcome you post a new idea here to let our related team know it. Please click the link below:

https://outlook.uservoice.com/forums/407082-outlook-customer-manager

 

@matt, you also can vote the idea after Ben submits his feedback.

 

Regards,

Rudy

Yeah, I considered Dynamics as it appeared just $12-13/user/mo, but then BOOM it also requires an administrator account at $160+/user/mo !!! Which you can't use for 1mo to setup everyone then cancel !!

I could go to the trouble of posting a request for what I asked for above, but really it would just be another in the sea of voices already clamoring for this. Just easier to take our corporation's spending elsewhere.

Thats only the start of the costs. There's training and engaging with a service provider to do the initial install. This is difficult and expensive.

 

For us its increasingly difficuly because we operate with basic systems. Excel sheets etc, moving to a regimented system means a huge change.

 

Change managment is where it all becomes too hard. Everyone in a small organisation has their way of doing things. We dont have time to train and watch over people. Its tough trying to making a buck in a small business.  

 

I think this is where Microsoft has lost its way. They really want to focus on the money making stuff and couldn't be bothered with building a base. It will most likley be their undoing as other fill in the gap.

 

We are looking at other providers.

Salesforce is no better. Their costs mount up quickly too.

 

gotta go... Need to earn a buck

Hey Rudy,

 

So I notice there is a new version of OCM out. Any idea if it now (properly) supports contact history sharing (as noted above, it didn't before)? I can't find any release notes for it which explain which bugs were fixed, which new features were added, etc.

 

Also in further exploring of OCM it appears that unlike, say, the basic level of Google Suite/Google Apps for Work, it only supports a teensy tiny 1000 contacts?! Is this still the case, of has that bug been squashed as well?

 

Please respond, as many many potential OCM customers need to know.

Hey Rudy,

I have 4 users evaluating OCM and they create and assign users and companies and then select shared but they are never visible outside their own accounts. I confirmed all users are members of the OCM group as well. How do you share information among multiple users in OCM?

To whom it may concern,

 

I have read several threads with no solution to the OCM contact sharing problem.  I have the same issue. Employee A and Employee B are both part of the Outlook Customer Manager Group with an associated email address of AllSalesTeam....@company.com  Employee A and Employee B have two different business contacts.  They both have added their contacts, filled out the correct data and toggled the two switches for Business Contact and Share Contact to a value of "yes".

 

Upon opening the Outlook Customer Manager from the NAV pane MS clearly states that both Employee A and Employee B should be able to view the shared contacts on their contacts, companies, and deals page.  However THEY CANNOT!

 

Please advise

 

Respectfully,

 

Jeff


 wrote:

Hey Rudy,

I have 4 users evaluating OCM and they create and assign users and companies and then select shared but they are never visible outside their own accounts. I confirmed all users are members of the OCM group as well. How do you share information among multiple users in OCM?


 

Hey Rudy et al,

Any update on this? As you can see, other corporations also want an answer

Hello Ben,

 

Welcome you post back.

 

As far as I know, there is no related office article to describe the restrictions on the amount of contacts. May I know where do you get this information? Meanwhile, about share the information in Outlook Customer Manager, we can get the details here.

 

@all, thanks for your post here. If you have any requirement about OCM, we strongly encourage you feedback here to let our related team know it. Meanwhile, with your professional suggestion, we believe our product would be more efficient and perfect.

 

Regards,

Rudy

Hello Rudy Xu,

 

Where do i find shared contacts and companys created by other OCM users ?

 

Hey Rudy,

 

I recall hearing the answer re contact list size limits from a few places, including the MS live chat, Telstra MS help desk, and online.

 

A quick Google returned this: https://technet.microsoft.com/en-au/library/exchange-online-limits.aspx

 

Do a search on that page for "Address Book limits across Office 365 options".

 

The link you sent re OCM sharing looks like the old cookie cutter page. Can you confirm if it has been updated to reference the latest updates to OCM? In any case, it doesn't address the questions raised above in this thread (please read) regarding shared contact _FULL_ email history (ALL emails TO and FROM that customer, REGARDLESS of recipient) being available to ALL OCM users.

 

 

I found a solution that appeared to work.  Here are the steps:

1. Update Microsoft Silverlight to the latest version (this is similar to updating adobe flash)

2.  Clear the browsing history in internet explorer

3. Set internet explorer as your default browser

4. Restart Outlook

 

Shared Contacts can be found in outlook customer manager.  On my computer the Navagation pane is located on the left hand side of outlook.  you have to click on the "..." and then select addon.  Then the outlook customer manager - "user name" - outlook widow will open.  Here you can select either Today, Contacts, Companies, and Deals  All of which are now shared. I post this as a help others.  there does appear to be a lag for shared information to populate upon a new entry.  

OK interesting. If we upgrade our PC's to Win10 I suppose we can consider using Edge instead of Firefox.

 

Can you confirm that doing the above and sharing contacts absolutely does share the full contact email history with all staff? That is if the shared contact sends an email to StaffA, then StaffB can see that email on the shared contact's card? And if StaffA send an email to the shared contact, that StaffB can see that email on the shared contact's card?

Ben,

 

I was able to share contact information, Deals, and Companies.  However I have yet to make the scenario you describe work.  If Staff A sends an email to a shared contact, Staff B can see the contact and any emails that Staff B has sent, but cannot see Staff A's email sent to the same contact.   

Thanks community (if not the product developers), for your replies/commiserations.

 

I've since started looking at Nimble or even SalesForce, as we need a CRM that can actually do honest to goodness sharing of customer email between a sales team. If OCM cannot clearly state that they have a timeframe for delivery of this functionality, then they relegate their market to Sole Traders with contact lists of less than a thousand - not a huge profitable market compared to what they are giving up on.

Ben, I feel your pain...

 

We purchased office 365 due to this functionality. Sold a dream, huge cost and a massive time wasting exercise. Microsoft has really let us down!!!

 

I looked at Salesforce again. Their rep came back to us with a stripped down version. (yes they have an actual person who speaks to you!) Its alot cheaper than the previous offering and will meet our needs. We haven't fully evaluated it yet but its looking promising.

 

Thanks for the heads up on Nimble. I'll give it a look too.

 

Regards Matt

Hey Matt,

 

So how is SalesForce looking for shared contact email sharing between the sales team, a few weeks in? I looked at SalesForce a bit but kept reading horror stories of price gouging for extra mail storage space (try $1000's per GB extra) and trouble exporting mail out of SalesForce. But maybe they are just stories?

So, do we have any clear statement yet that OCM does in fact now support sharing contacts' FULL email history (e.g. with a whole Sales team)?

Not that I have found. Since they rolled it out with Bookings, Invoices, etc I believe their target market is small businesses like dog groomers and yard maintenance. Seems like you are better off following through on 7th months (and an entire threads) worth of threats to go elsewhere?

 

You could also try finding a large canyon nearby and screaming into it.

 

Good luck!

 

 

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