Office 365 / Exchange Online

In some cases Exchange permissions assigned might not propagate immediately and will result in errors when testing EWS access or saving the integration, wait up to 30 minutes and test again

Note that Office 365 will deprecate and decommission basic authentication in October 2022 https://www.microsoft.com/en-us/microsoft-365/blog/2022/09/01/microsoft-retires-basic-authentication-in-exchange-online/

Exchange

Name: your integration eg Exchange

Type: On-prem

Powershell Url: https://mail.domain.com/powershell/

Authentication Mode: Basic

See details on enabling this authentication here https://desk.zoho.com/portal/clientsense/kb/articles/exchange-permissions#Enable_Authentication_on_the_PowerShell_Application

Username: user@domain.com

Password: user password

Service Url: https://mail.domain.com/EWS/Exchange.asmx

Enable EWS Access: Checked

Test EWS Access: Before saving to test EWS access enter an email address for a valid mailbox in the organisation and click Test Access

Click Save

Success or any errors will be presented at the top of the screen

Testing the service

1. Navigation to the Message Service (Advanced) tab
   
2. Scroll down to the Test Message Logs heading
   
3. Set the time to 1 hour and click Retrieve Logs
   
4. A modal will be presented with data from Exchange
   

If you identify in this step whether a journal mailbox is being sent a copy of all emails you might be able to filter them out. If the journal mailbox is receiving a copy you can filter it out, if it's included as a bcc recipient then you won't be able to filter it out

Filtering Logs

To prevent Client Sense storing emails where there is a particular sender or recipient you can add a filter. Keep in mind if the recipient you wish to exclude emails for is one of many, that record will be discarded.

1. Depending on whether you're using Office 365 or Exchange the format is slightly different, see below
   
2. Add the filter string to the Column must not contain field on the Message Service Advanced tab
   
3. Click Save
   
4. Test that the records are being filtered out by following the Testing the service section
   

Office 365

Filter Senders

senderaddress:name@domain.com or multiple in the comma separated format senderaddress:name1@domain.com,senderaddress:name2@domain.com

Filter Recipients

recipientaddress:name@domain.com or multiple in the comma separated format recipientaddress:name1@domain.com,recipientaddress:name2@domain.com

Exchange

Filter Senders

sender:name@domain.com or multiple in the comma separated format sender:name1@domain.com,sender:name2@domain.com

Filter Recipients

recipients:name@domain.com or multiple in the comma separated format recipients:name1@domain.com,recipients:name2@domain.com

Starting the service

1. Navigate to Admin Configuration
   
2. Select the Message Service tab
   
3. Turn the Service switch on
   
4. Turn the resolve organisation names switch on
   
5. Click Save
   
6. Click Run Now next to the service switch
   
7. Select the Log tab and click refresh periodically to see how the initial collection is progressing. If there are any errors turn off the service to troubleshoot before switching back on and running now.
   

Security

More detail can be found here https://desk.zoho.com/portal/clientsense/en/kb/articles/security-and-user-access#Client_Sense

1. Navigate to Admin Configuration
   
2. Select the Security tab
   
3. Under View Access
   
4. Enter the Client Sense User group provided by the client
   
5. Under Administrator Access
   
6. Enter Domain Admins followed by the Client Sense Admin group provided by the client
   
7. To ensure that you don't get locked out of configuring Client Sense add the username of your current user into the Users field of the Administrator Access section (this can be found by hovering over your name on the top right menu, remove the domain prefix if there is one)
   
8. Click Save
   
9. Refresh the page to ensure you aren't locked out, a prompt for credentials means that your account no longer has access and you'll need to to be added to the Client Sense Admins or Domain Admins group to obtain access
   

User Sync

Do not use Domain Users as the group, it excludes key details required for the functionality and brings in unnecessary accounts

More detail can be found here https://desk.zoho.com/portal/clientsense/en/kb/articles/security-and-user-access#Relationship_Management

1. Navigate to Admin Configuration
   
2. Select the Users (AD) page
   
3. Enter a target user group (a group that holds all relationship managers at the firm)
   
4. Click Retrieve Users to test the group
   
5. If it looks good, turn on the service switch and click Save
   
6. Click Run Now to bring the users in straight away
   

SAM Configuration

Finalising Installation