Sales Productivity

Sales Productivity
Salesforce, Spring ’18
@salesforcedocs
Last updated: February 7, 2018
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CONTENTS
SALES PRODUCTIVITY
..............................................1
Work with Salesforce from Microsoft® or Google Applications . . . . . . . . . . . . . . . . . . . . . . . . 2
Einstein Activity Capture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Email Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Lightning Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Social Accounts, Contacts, and Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Salesforce to Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
INDEX
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
SALES PRODUCTIVITY
Salesforce offers a ton of features to increase sales productivity.
Work with Salesforce from Microsoft® or Google Applications
You know you spend tons of time working prospects from your email and scheduling appointments from your calendar. You might
also generate mail merges from Microsoft Word to draft letters or labels. After Salesforce admins set up these integration products,
you can get your Salesforce work done directly from your Microsoft or Google applications like Microsoft Outlook®, Word, Gmail™,
or Google Calendar™.
Einstein Activity Capture
Say goodbye to logging. Say hello to smarter selling. Connect your email and calendar to Salesforce. Then, your emails and events
are automatically logged on related Salesforce records. Plus, emails sent from Salesforce go through your email account.
Email
Supercharge your productivity with a number of options for sending email right from Salesforce.
Email Templates
Use email templates to increase productivity and ensure consistent messaging.
Lightning Dialer
Use Lightning Dialer to access telephony features without ever leaving Salesforce. Make and receive calls, add call notes, and log
call information with ease. It just takes a single click from phone number fields in Lightning Experience, such as numbers on contacts,
leads, and list views.
News
Get instant access to relevant, timely news about customers, partners, competitors, and industries you work with. The News component
includes articles from the past 30 days, and is available on business accounts, contacts, leads, and the Home page. News is available
from US news sources in English.
Activities
Activities include events and tasks. With Salesforce, track meetings and tasks together in lists and reports to easily prioritize your
time and keep up with your accounts, campaigns, contacts, leads, and opportunities.
Notes
Stay organized and on top of all your deals by adding notes to accounts, contacts, leads, opportunities, and more. With Notes,
Salesforce’s enhanced note-taking tool, you can use rich text, lists, and images in your notes; relate notes to multiple records; and
create notes in Lightning Experience.
Social Accounts, Contacts, and Leads
Increase your users’ access to social intelligence and serve customers and prospects better with easy access to social network profiles
associated with Salesforce accounts, contacts, and leads. In Salesforce Classic, you can access Twitter, Facebook, Klout, and Youtube.
In Lightning Experience, you can only access Twitter.
Salesforce to Salesforce
Salesforce to Salesforce makes it easy for businesses using Salesforce to share records and get updated data on shared records. For
example, you can share lead and opportunity data with partners. Salesforce to Salesforce lets your business partners easily integrate
your data with their Salesforce records. You can see all of your sharing activity, manage your entire pipeline, share data across
multi-tiered partnerships, and integrate your business processes with updates received from your partners using workflow and
assignment rules.
1
Work with Salesforce from Microsoft® or Google Applications
Sales Productivity
Work with Salesforce from Microsoft® or Google Applications
You know you spend tons of time working prospects from your email and scheduling appointments from your calendar. You might also
generate mail merges from Microsoft Word to draft letters or labels. After Salesforce admins set up these integration products, you can
get your Salesforce work done directly from your Microsoft or Google applications like Microsoft Outlook®, Word, Gmail™, or Google
Calendar™.
Which Email Integration Product Is Right for My Company?
Salesforce offers several products that let the reps at your company integrate Salesforce with Microsoft® or Google™ email and
calendar applications. Before settling on a product, review your options to choose the one that best addresses your reps’ needs.
Inbox
Integrate your email and calendar with Salesforce using a suite of productivity features. Einstein Activity Capture logs email messages
and events for you. Inbox lets you increase productivity from your email inbox on every message.
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from Microsoft® Outlook®
Get your sales teams to stay on top of important sales opportunities. Using Microsoft® Outlook® on the web, Outlook 2016, Outlook
for Mac 2016, or Outlook 2013, sales teams can manage their sales more efficiently. Your sales reps can add email and attachments
to Salesforce records. Also, they can create Salesforce records using global actions—directly in their email applications.
Lightning Sync
Keep contacts and events in sync between your Microsoft® or Google applications and Salesforce using our cloud-based integration
product. What’s so great about syncing from the cloud, you ask? Well, it means that to get the job done, you don’t have to install or
update software manually. It also means that Salesforce admins and IT pros do less work to maintain the feature.
Lightning for Gmail
Get visibility into Salesforce content right where you work, so you can efficiently manage your sales pipeline and close deals
faster—directly from Gmail™. Lightning for Gmail—the email integration for Gmail users—gives you a quick view of your sales-related
records without making you switch between Salesforce and Gmail.
Email Application Publisher Layouts
Salesforce admins can set up Lightning for Outlook, Lightning for Gmail, or Salesforce for Outlook users to create accounts, cases,
leads, opportunities, and even custom objects directly from their email applications. Reps create records using actions menus, which
you set up from Salesforce. Your company’s Salesforce edition determines how you set up action menus and whether you can
customize them.
My Unresolved Items
When you use Salesforce for Outlook, Lightning Sync, or Email to Salesforce to sync items or add emails from your email app to
Salesforce, any items that these features can’t automatically assign to Salesforce records appear in My Unresolved Items.
Salesforce for Outlook
Sync contacts, events, and tasks between your desktop-based version of Outlook and Salesforce. Select an email in Outlook to see
related Salesforce records, like leads, contacts, tasks, and opportunities. And relate that email to the Salesforce records of your choice.
Mail Merge
A mail merge is the process of generating form letters and other Microsoft® Word documents that are personalized for the recipient,
who is often a contact or lead. The content of each document is predefined in a mail merge template. Mail merge templates include
variables called merge fields where data from your Salesforce records—for example a contact's name and address—displays in the
generated document.
2
Sales Productivity
Which Email Integration Product Is Right for My Company?
Which Email Integration Product Is Right for My Company?
Salesforce offers several products that let the reps at your company integrate Salesforce with Microsoft® or Google™ email and calendar
applications. Before settling on a product, review your options to choose the one that best addresses your reps’ needs.
Review our recommendations for the email or calendar integration product that best suits your reps.
For sales reps working with these
applications or products
We recommend this Salesforce
product
Microsoft® email applications—already
integrating with Salesforce using
Salesforce for Outlook
Learn about how our cloud-based Microsoft • Outlook Integration
integration products, Lightning for Outlook
• Considerations for Migrating from
and Lightning Sync, require less
Salesforce for Outlook to Lightning for
maintenance from your company’s IT pros.
Outlook and Lightning Sync
That’s because those features don’t require
user installation or regular upgrades. If your
sales reps meet the system requirements,
review our migration considerations to
move reps onto the latest and greatest
Microsoft integration features right away.
Microsoft email and calendar applications
Learn about Lightning Sync for Microsoft
and decide if it’s right for your reps.
Google Calendar™ and Google Contacts
Learn More
• Outlook Integration
• Considerations for Sync Directions
Learn about Lightning Sync for Google and • Google Integration
decide if it’s right for your reps.
• Learn About Lightning Sync for Google
Features
• Considerations for Sync Directions
Gmail™
Learn about Lightning for Gmail and decide • Google Integration
if it’s right for your reps.
• Lightning for Gmail Overview
3
Sales Productivity
Which Email Integration Product Is Right for My Company?
Considerations for Migrating from Salesforce for Outlook to Lightning for Outlook and
Lightning Sync
Before you migrate from Salesforce for Outlook to Lightning for Outlook and Lightning Sync, get
up to speed on these sync considerations.
Limitations for Running Lightning for Outlook and Salesforce for Outlook Simultaneously
While you can enable both Lightning for Outlook and the Salesforce for Outlook Side Panel in
the same organization, users can’t run both Microsoft® integration features at the same time.
How Lightning Sync Manages Sync Conflicts with Salesforce for Outlook
Learn how Salesforce manages sync conflicts when users are assigned to sync the same records
for both features.
SEE ALSO:
EDITIONS
Available to manage from:
Salesforce Classic and
Lightning Experience
Lightning for Outlook
available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions with
Sales Cloud, Service Cloud,
and Lightning Platform
Lightning Sync available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions with
Sales Cloud, Service Cloud,
and Lightning Platform
Lightning Sync Considerations
Salesforce for Outlook
available in: All Editions
except Essentials Edition
Limitations for Running Lightning for Outlook and Salesforce for Outlook Simultaneously
While you can enable both Lightning for Outlook and the Salesforce for Outlook Side Panel in the
same organization, users can’t run both Microsoft® integration features at the same time.
EDITIONS
To prevent your users from juggling multiple email integration features, Salesforce automatically
disconnects the Salesforce for Outlook side panel when users connect toLightning for Outlook.
Folks who use Lightning for Outlook can still download, install, and sync with Salesforce for Outlook,
but only Lightning for Outlook can run in Outlook.
Available to manage from:
Salesforce Classic and
Lightning Experience
SEE ALSO:
Which Email Integration Product Is Right for My Company?
How Lightning Sync Manages Sync Conflicts with Salesforce for Outlook
4
Lightning for Outlook
available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Salesforce for Outlook
available in: All Editions
Sales Productivity
Inbox
How Lightning Sync Manages Sync Conflicts with Salesforce for Outlook
Learn how Salesforce manages sync conflicts when users are assigned to sync the same records
for both features.
EDITIONS
If you’re migrating your users from Salesforce for Outlook to Lightning Sync, we recommend
disabling Salesforce for Outlook for your Lightning Sync users.
Available to manage from:
Salesforce Classic and
Lightning Experience
Though Salesforce manages these conflicts for you, this best practice prevents you from creating
complicated sync configurations that could become difficult to manage later.
If you don’t disable Salesforce for Outlook for Lightning Sync users, and you’ve assigned a user to
sync the same records with conflicting settings in both an Outlook configuration and a Lightning
Sync configuration, Salesforce automatically gives preference to the settings you’ve set for that kind
of record in the Lightning Sync configuration.
Because Salesforce gives preference by record, not by configuration, either or both features could
sync your reps Microsoft® items.
Lightning Sync available in:
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Salesforce for Outlook
available in: All Editions
For example, if a user is assigned to sync contacts, events, and tasks in an Outlook configuration and contacts and events in an Lightning
Sync configuration, then the users’ tasks would sync with Salesforce for Outlook, and the users’ contacts and events would sync with
Lightning Sync.
SEE ALSO:
Which Email Integration Product Is Right for My Company?
Limitations for Running Lightning for Outlook and Salesforce for Outlook Simultaneously
Inbox
Integrate your email and calendar with Salesforce using a suite of productivity features. Einstein
Activity Capture logs email messages and events for you. Inbox lets you increase productivity from
your email inbox on every message.
Note: Some services and subscriptions include this feature for an extra cost. For pricing
details, contact your Salesforce account executive.
Einstein Activity Capture for Inbox
Say goodbye to logging. Say hello to smarter selling. Connect your email and calendar to
Salesforce. Then, your emails and events are automatically logged on related Salesforce records.
Plus, emails sent from Salesforce go through your email account.
EDITIONS
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
Inbox Clients
Boost productivity and work smarter right from your inbox. With the Inbox clients, on every email, see relevant Salesforce data,
schedule meetings more quickly, and receive intelligent reminders to follow up.
Considerations for Setting Up Inbox
Before setting up Inbox, review how it affects the Assistant, triggers, and validation rules.
Set Up Inbox
Follow the steps in the Inbox Setup Assistant, including installing the Inbox Control Panel, selecting who can use Inbox, and enabling
features such as Einstein Activity Capture.
5
Sales Productivity
Inbox
Einstein Activity Capture for Inbox
Say goodbye to logging. Say hello to smarter selling. Connect your email and calendar to Salesforce.
Then, your emails and events are automatically logged on related Salesforce records. Plus, emails
sent from Salesforce go through your email account.
For more information on Einstein Activity Capture, visit the main Einstein Activity Capture article
linked below.
SEE ALSO:
EDITIONS
Available in: Lightning
Experience
Available with Inbox in:
Enterprise, Performance,
and Unlimited Editions
Einstein Activity Capture
Considerations for Setting Up Einstein Activity Capture
Set Up Einstein Activity Capture
Inbox
Inbox Clients
Boost productivity and work smarter right from your inbox. With the Inbox clients, on every email,
see relevant Salesforce data, schedule meetings more quickly, and receive intelligent reminders to
follow up.
After Inbox is set up for your org, Inbox users can install any or all Inbox clients. During installation,
users connect their email and calendar to Salesforce.
List of Inbox Clients
To support common Google™ and Microsoft® email platforms for desktop and mobile devices,
we offer several Inbox clients.
Install the Inbox Clients
To use the Inbox clients, you need to install the version that works with your platform and email
account.
Work with Salesforce Data in Your Inbox
You don’t need to leave your inbox to work with your Salesforce records.
Boost Productivity on Every Email
You already use email to work smarter. Take it to the next level with the Inbox clients.
SEE ALSO:
Considerations for Setting Up Inbox
Set Up Inbox
Inbox
6
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
Sales Productivity
Inbox
List of Inbox Clients
To support common Google™ and Microsoft® email platforms for desktop and mobile devices, we
offer several Inbox clients.
Inbox Client
Supported Email Accounts
Gmail™ Extension for Chrome™
Gmail
Add-in for Outlook®
Microsoft Office 365
(Works with Outlook web apps and Outlook
2013 and later)
Microsoft Exchange 2013 and later
Standalone Mobile Email App for iOS™ Devices Gmail
Microsoft Office 365®
Microsoft Exchange 2010 and later
Standalone Mobile Email App for Android™
Devices
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
Gmail
Microsoft Office 365
Microsoft Exchange 2010 and later
SEE ALSO:
Install the Inbox Clients
Inbox Clients
Install the Inbox Clients
To use the Inbox clients, you need to install the version that works with your platform and email
account.
EDITIONS
1. Download and install the Inbox client for your platform.
Available in: Lightning
Experience and Salesforce
Classic
• iOS™ app
• Android™ app
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
• Chrome™ extension
• Add-in for Outlook®
2. When prompted during installation, log in to Salesforce.
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
SEE ALSO:
List of Inbox Clients
Inbox Clients
7
Sales Productivity
Inbox
Work with Salesforce Data in Your Inbox
You don’t need to leave your inbox to work with your Salesforce records.
Access Salesforce Data from Your Inbox
There’s no need to open a new tab or switch between apps on your mobile device. Inbox
seamlessly connects Salesforce data to your email, providing context for all your customer
interactions.
How Salesforce Records are Matched to Inbox Records
Salesforce records are matched to Inbox records using specific criteria. Review the criteria to
better understand how Inbox works.
Create Salesforce Data from Your Inbox
If you don’t see the record you’re looking for, you can create new leads, contacts, or opportunities
directly. Creating data can only be done with the standalone mobile email apps and the Gmail
Extension for Chrome.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
See the Tasks for Every Email
Inbox intelligently surfaces relevant Salesforce tasks on every email.
Create Salesforce Tasks From Your Email
It’s such a time-saver to create Salesforce tasks without leaving your email app.
Share or Hide an Email or Event in Salesforce from Your Inbox
Share or hide the full contents of an individual email or event that’s been added to related Salesforce records with Automated Activity
Capture.
Keep Track of More by Manually Logging Events
From the standalone mobile email apps, you can easily create events and log them in Salesforce.
Keep Track of More by Manually Logging Emails
From the add-in for Outlook, you can easily log emails to cases, tasks, and other favorite objects in Salesforce.
Get a Quick Overview with Contact Cards
At a glance, you can see all the information about a contact. A contact card is a quick summary of contact information for email
participants.
Pin the Outlook Inbox Panel So It’s Always Open
If you’re using the supported version of Outlook 2016, you can pin the Inbox panel so that it stays open as you move among emails.
SEE ALSO:
Inbox Clients
8
Sales Productivity
Inbox
Access Salesforce Data from Your Inbox
There’s no need to open a new tab or switch between apps on your mobile device. Inbox seamlessly
connects Salesforce data to your email, providing context for all your customer interactions.
EDITIONS
1. Open an email.
Available in: Lightning
Experience and Salesforce
Classic
2.
Click
.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
If you have the Salesforce app installed, you can click a record to jump into the details in Salesforce.
3. Click a Salesforce record to see the details.
SEE ALSO:
Create Salesforce Data from Your Inbox
Work with Salesforce Data in Your Inbox
How Salesforce Records are Matched to Inbox Records
Salesforce records are matched to Inbox records using specific criteria. Review the criteria to better
understand how Inbox works.
Record
Matching Criteria
Contacts and Leads
Match the email address on the email to the
contact or lead email address field
Accounts
Match the email domain to a Salesforce account
record. If any contacts are detected, their
accounts are also returned.
Opportunities
Match the contact’s account and then return
opportunities for that account.
Case
For any contacts that are matched, their cases
are returned.
9
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
Sales Productivity
Inbox
Record
Matching Criteria
Custom Objects
Match using the:
• Contact lookup field
• Custom email address field
• Account lookup field
Example: If one of the email recipients is carl@mycompany.com, we return:
• Account records where the website field is mycompany.com
• Account records for the contacts returned using the matching rules in the table
Create Salesforce Data from Your Inbox
If you don’t see the record you’re looking for, you can create new leads, contacts, or opportunities
directly. Creating data can only be done with the standalone mobile email apps and the Gmail
Extension for Chrome.
From the Standalone Mobile Email Apps
To create a record, click
.
Example: For new prospects that reach out to you, create a lead as soon as you receive their
message.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
From the Gmail Extension for Chrome
1. In your Inbox, either open an email from the person for whom you want to create the record, or hover over the person’s name so it
appears in the Chrome extension.
2. If the Records tab isn’t displayed, click the Salesforce cloud icon to open it.
3. Click Create Record. The button location depends on whether any records exist for the person.
10
Sales Productivity
Inbox
4. Select the type of record you want to create: lead, contact, or opportunity.
5. Fill out the appropriate information when prompted. The information you enter depends on the record type.
11
Sales Productivity
Inbox
6. Click Create. The record you just created now appears on the records tab in the Chrome extension.
SEE ALSO:
Access Salesforce Data from Your Inbox
Work with Salesforce Data in Your Inbox
See the Tasks for Every Email
Inbox intelligently surfaces relevant Salesforce tasks on every email.
EDITIONS
From the Standalone Mobile Email Apps
Available in: Lightning
Experience and Salesforce
Classic
1. Open an email.
2. Click the Task button in the upper-right corner.
3. Scroll down to find all the tasks associated with the customers on the email thread.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
12
Sales Productivity
Inbox
4. Click a task to see more details about the task in the Salesforce app and to update the task status.
Note: If you do not see Salesforce Tasks on any of your emails, confirm that Tasks is one of your Favorite Objects. Click the menu
icon in the upper-left corner. Click Settings > Salesforce Settings > Favorite Objects. Click in the upper-right corner, scroll
through the list of favorite objects, and make sure Tasks is selected.
From the Gmail Extension for Chrome
Viewing Salesforce tasks associated with a particular email thread is not supported. However, you can see all your Salesforce tasks from
your inbox.
1. Click the Notebook button in the upper-right corner.
2. Click Salesforce Tasks in the upper-right corner.
SEE ALSO:
Create Salesforce Tasks From Your Email
Work with Salesforce Data in Your Inbox
13
Sales Productivity
Inbox
Create Salesforce Tasks From Your Email
It’s such a time-saver to create Salesforce tasks without leaving your email app.
EDITIONS
From the Standalone Mobile Email Apps
Available in: Lightning
Experience and Salesforce
Classic
1. Open an email.
2. Click the Tasks icon in the upper-right corner.
3. Click the Outline icon in the upper-right corner.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
4. Under Create a new, click Task.
5. Fill in all the details: subject, description, associated contact, related record, and due date.
From the Gmail Extension for Chrome
14
Sales Productivity
Inbox
Creating Salesforce tasks from an email is not supported in the Salesforce Inbox desktop app right now.
SEE ALSO:
See the Tasks for Every Email
Work with Salesforce Data in Your Inbox
Share or Hide an Email or Event in Salesforce from Your Inbox
Share or hide the full contents of an individual email or event that’s been added to related Salesforce
records with Automated Activity Capture.
Tip: Using your “Sharing Setting for All Emails and Events,” you can choose how to share all
of your emails and events.
1. Open the email.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
2. Click the existing sharing setting for the email or event.
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
3. Select your new sharing setting.
SEE ALSO:
Control How Activities Are Shared
Work with Salesforce Data in Your Inbox
Keep Track of More by Manually Logging Events
From the standalone mobile email apps, you can easily create events and log them in Salesforce.
EDITIONS
For the Standalone Mobile Email App for Android Devices
Available in: Lightning
Experience and Salesforce
Classic
1. Open Inbox.
2. Tap the Calendar icon at the bottom of the screen.
3. Tap an event.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
4. Tap Log Event to Salesforce.
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
15
Sales Productivity
Inbox
5. Enter the event details.
• Subject
• Event type
• People to relate the event to
• Records to relate the event to
• Invitees (Optional)
• Additional notes (Optional)
6. Tap Log.
For the Standalone Mobile Email App for iOS Devices
1. Open Inbox.
2. Tap the Calendar icon at the bottom of the screen.
3. Tap an event.
4. Tap Log Event to Salesforce.
5. Enter the event details.
• Subject
• Event type
• People to relate the event to
• Records to relate the event to
16
Sales Productivity
Inbox
• Invitees (Optional)
• Additional notes (Optional)
6. Tap Log.
SEE ALSO:
Work with Salesforce Data in Your Inbox
Keep Track of More by Manually Logging Emails
From the add-in for Outlook, you can easily log emails to cases, tasks, and other favorite objects in
Salesforce.
EDITIONS
1. Open Inbox.
Available in: Lightning
Experience and Salesforce
Classic
2. Create a new message.
3. Enter a message recipient and body text.
Note: This information is required to log the message to Salesforce.
4. Click Launch Inbox in the top toolbar.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
5. To the right of the compose screen, switch Log to Salesforce to On.
17
Sales Productivity
Inbox
6. Check the boxes for the records (Opportunities, Contacts) to which you want to log the email.
7. Click Save Selections.
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Sales Productivity
Inbox
Get a Quick Overview with Contact Cards
At a glance, you can see all the information about a contact. A contact card is a quick summary of
contact information for email participants.
EDITIONS
If a contact record doesn’t exist in Salesforce, information for the Contact card doesn’t generate.
Instead, create a contact.
Available in: Lightning
Experience and Salesforce
Classic
From the Add-in for Outlook
View contact cards on the Profile tab.
• Select View All Contact Sources to expand the view to see all the data sources.
• Open and view a contact’s card from your Inbox or Calendar.
1. Hover over an email address.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
This opens the sidebar, which defaults to the Record tab.
2. Click to open the Profile tab.
From the Standalone Mobile Email Apps
You can open and view a Contact card from any of the following places:
• Inbox—Open an email and click any of the names or addresses in the From, To, or cc lines.
• Calendar—Open an event and click any of the attendees.
• Contact Gallery—On the Contact tab, select any attendees that are visible in the agenda view.
Alternatively, search for a specific contact and select the contact.
Select Show All Contact Sources to expand the view to see all the data sources.
In Android
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Sales Productivity
Inbox
In iOS
From the Gmail Extension for Chrome
View contact cards on the Profile tab.
You can:
• Select View All Contact Sources to expand the view to see all the data sources.
• Open and view a Contacts card from any of the following places:
20
Sales Productivity
Inbox
– Inbox or Calendar—Hover over an email address. This opens the sidebar, which defaults to the Record tab. Click to open the
Profile tab.
– Google Contacts—From the list of contacts, hover over an email address. This opens the sidebar, which defaults to the Record
tab. Click to open the Profile tab.
Note: Contact card data comes from various sources.
• Images are obtained from Gravatar. To change the image, update it in Gravatar. SalesforceIQ caches data, so it could take some
time before the image is refreshed.
• Structured data is obtained from Salesforce, Google or Exchange contacts, parsed signatures, or third-party data. To turn off
third-party data, use the Salesforce Inbox Admin Setup screen in Lightning Experience.
SEE ALSO:
Work with Salesforce Data in Your Inbox
Pin the Outlook Inbox Panel So It’s Always Open
If you’re using the supported version of Outlook 2016, you can pin the Inbox panel so that it stays
open as you move among emails.
EDITIONS
For users in the Current or Office Insider channels, the pin feature is supported in Outlook 2016 for
Windows build 7668.2000 and later.
Available in: Lightning
Experience and Salesforce
Classic
For users in Deferred channels, the feature is supported in Outlook 2016 for Windows build 7900.xxxx
and later.
In addition, the feature is available only if you’ve installed Outlook 2016 using the click-to-run
installer (not MSI). To check your version and installation type, in Outlook, go to File > Office
Account.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
For more details, see What version of Outlook do I have?.
Note: You must have both a supported version of Outlook and a click-to-run installation to use the pin feature.
1. In Outlook 2016, launch Inbox.
21
Sales Productivity
Inbox
2.
Click
in the upper-right corner of the Inbox panel. The image changes to
.
You can pin the Inbox panel from a folder such as your Inbox, or if you are replying to an email. If you are creating an email, however,
you can't pin the panel.
22
Sales Productivity
Inbox
Boost Productivity on Every Email
You already use email to work smarter. Take it to the next level with the Inbox clients.
Use Insert Availability to Optimize Scheduling
Finally got a response from that prospect you’ve been hunting down for weeks? Avoid the back
and forth of scheduling a meeting with the insert availability feature. This change applies to
Lightning Experience, Inbox for iOS, and Inbox for Android.
Prioritize Your Inbox with Intelligent Notifications
Inbox analyzes your email correspondence to help you stay on top of every deal. Receive an
intelligent reminder if you need to follow up on an important email, or get notified when
someone opens your email.
Never Lose Touch with Smart Follow-Up Reminders
For an important email, configure a Smart Follow-Up Reminder so you can proactively reach
back out to a customer who hasn't responded to your email.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
Time Your Emails with Send Later
Working late at night? Use Send Later so your prospect receives your email first thing in the
morning or during their lunch break.
Take a Shortcut to Typing Faster Emails
Using the Chrome extension, you can use text shortcuts in any email message you compose in Gmail. Shortcuts same time while
improving accuracy, because they give you an easy way to insert text you commonly use into a message.
SEE ALSO:
Inbox Clients
Use Insert Availability to Optimize Scheduling
Finally got a response from that prospect you’ve been hunting down for weeks? Avoid the back
and forth of scheduling a meeting with the insert availability feature. This change applies to Lightning
Experience, Inbox for iOS, and Inbox for Android.
1. Compose an email and add desired recipients
2. Click Insert Availability.
EDITIONS
Available in: Lightning
Experience, Inbox for iOS,
and Inbox for Android
Available for an extra cost
with Inbox in: Essentials,
Professional, Enterprise,
Performance, and
Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Professional, Enterprise,
Performance, and
Unlimited Editions
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Sales Productivity
Inbox
3. Select open times from your calendar or times that are open for all other attendees who have shared their calendars with you.
You’re able to select any time you are open even if others aren’t free. Show or hide other calendars by selecting checkboxes in the
Attendees list.
After the email is sent, your prospect can click one of your options to immediately book a slot. If your calendar fills up in the meantime,
your prospect only sees the times still available.
SEE ALSO:
Boost Productivity on Every Email
24
Sales Productivity
Inbox
Prioritize Your Inbox with Intelligent Notifications
Inbox analyzes your email correspondence to help you stay on top of every deal. Receive an
intelligent reminder if you need to follow up on an important email, or get notified when someone
opens your email.
Inbox scans your unread messages and proactively suggests Salesforce tasks for engaged customers.
Using natural language processing, Inbox identifies messages from customers that require a response
but have not been replied to yet.
Note: Inbox only suggests tasks for customer emails that you have not responded to in a
couple of days. If you don't see any suggested tasks, you're up to speed on your email.
From the Standalone Mobile Email Apps
1. Open the Feed.
2. Scroll down to find a suggested task. The text snippet in the card shows the body of the email
that Salesforce Inbox clued in on.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
3. Do one of the following:
• Click Reply to respond to the email immediately.
• Click Create Task to save the suggestion as a Salesforce task.
From the Gmail Extension for Chrome
1. Click the task list icon in the upper-right corner.
2. Scroll down to find a suggested task. The text snippet in the card shows the body of the email that Salesforce Inbox clued in on.
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Sales Productivity
Inbox
3. Do one of the following:
• Click Accept to save the suggestion as a Salesforce task.
• Click Reject to dismiss the suggestion.
SEE ALSO:
Boost Productivity on Every Email
Never Lose Touch with Smart Follow-Up Reminders
For an important email, configure a Smart Follow-Up Reminder so you can proactively reach back
out to a customer who hasn't responded to your email.
EDITIONS
From the Standalone Mobile Email Apps
Available in: Lightning
Experience and Salesforce
Classic
1. When composing an email, click the Email button.
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
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Sales Productivity
Inbox
2. Click the Remind me toggle.
3. Select the Smart Reminder interval. This is the amount of time Inbox waits before creating a Salesforce task, if you don’t get a reply.
4. Send the email. Inbox automatically creates a Salesforce task if you don't hear back from the person on the email thread.
From the Gmail Extension for Chrome
1. When composing an email, click the Email button.
2. Set Create a task if no reply to On.
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Sales Productivity
Inbox
3. From the drop-down list, select the Smart Reminder interval. This is the amount of time Inbox waits before creating a Salesforce
task, if you don’t get a reply.
4. Send the email. Inbox automatically creates a Salesforce task if you don't hear back from the person on the email thread.
SEE ALSO:
Boost Productivity on Every Email
28
Sales Productivity
Inbox
Time Your Emails with Send Later
Working late at night? Use Send Later so your prospect receives your email first thing in the morning
or during their lunch break.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
SEE ALSO:
Boost Productivity on Every Email
Take a Shortcut to Typing Faster Emails
Using the Chrome extension, you can use text shortcuts in any email message you compose in
Gmail. Shortcuts same time while improving accuracy, because they give you an easy way to insert
text you commonly use into a message.
A few default Shortcuts have been created for you, but you can also create your own.
Example: If your email messages frequently include wording that you will follow up with
a prospect by phone, you can use a shortcut to quickly enter that wording in any message.
A sales rep might frequently end emails with the phrase “I look forward to our phone call.”
With a shortcut, it’s easy to add the phrase every time.
1. In Gmail, click Compose.
2. Click the semicolon icon to the left of the compose screen.
3. Click Manage your shortcuts.
4. On the left side of the screen that appears, click Create New if it isn't already highlighted.
29
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available with Inbox, which
is available for an extra cost
in: Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Available for an extra cost
with Sales Cloud Einstein
in:Enterprise, Performance,
and Unlimited Editions
Sales Productivity
Inbox
5. In the Content field, enter the text you want to appear when you enter the Shortcut. As you enter the text, the proposed Shortcut
characters appear in the Shortcut field. After you save the Shortcut, you can edit these characters.
6. Click Save, and then click Close.
SEE ALSO:
Boost Productivity on Every Email
Considerations for Setting Up Inbox
Before setting up Inbox, review how it affects the Assistant, triggers, and validation rules.
• When creating Salesforce records with the Inbox clients, the validation rules, triggers, and
required fields from Salesforce are applied.
• It can take up to 24 hours for changes in Salesforce to show up in the Inbox clients.
• If you enable Einstein Activity Capture, the Assistant may not work as expected. For example,
alerts in the Assistant don’t reflect emails and events that were added to Salesforce with Einstein
Activity Capture. Also, emails that your users send from the Assistant don’t go through their
Einstein Activity Capture email account.
EDITIONS
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
• If you don’t enable Einstein Activity Capture, you can still add records and emails directly to
Salesforce with Salesforce Inbox clients.
• If you enable Einstein Activity Capture with one of the Inbox clients installed, the Inbox client works differently. For example, users
can’t use the Inbox client to manually log emails to Salesforce. Alternatively, Inbox allows users to share emails with Einstein Activity
Capture.
SEE ALSO:
Set Up Inbox
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Sales Productivity
Inbox
Set Up Inbox
Follow the steps in the Inbox Setup Assistant, including installing the Inbox Control Panel, selecting
who can use Inbox, and enabling features such as Einstein Activity Capture.
Important: After setting up Inbox, tell Inbox users to install the Inbox clients.
For a quick overview on how to set up and provision Salesforce Inbox, check out these videos.
•
Set Up Inbox in Lightning Experience
•
Set Up Inbox in Salesforce Classic
1. Access the Inbox Setup Assistant
The Setup Assistant is your guide to selecting Inbox users and setting up features.
2. Install the Inbox Control Panel
Manage your sales team’s deployment of Inbox clients with the Inbox Control Panel from the
AppExchange.
EDITIONS
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
USER PERMISSIONS
To set up Inbox
• Customize Application
and Modify All Data
3. Select Who Can Use Inbox
Create a permission set with the Inbox permission set license, enable app permissions for Inbox features, and assign the permission
set to users.
4. Enable and Configure Inbox Features
Use the Inbox Setup Assistant as your guide for setting up additional features such as Einstein Activity Capture and Read Receipts.
SEE ALSO:
List of Inbox Clients
Install the Inbox Clients
Inbox
Access the Inbox Setup Assistant
The Setup Assistant is your guide to selecting Inbox users and setting up features.
1. From Setup, enter Inbox in the Quick Find box, then select Setup Assistant under
Inbox.
2. Click Get Started, if it’s your first time visiting the Setup Assistant.
The Inbox Setup Assistant shows the tasks you need to complete to set up Inbox.
SEE ALSO:
EDITIONS
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
Inbox
USER PERMISSIONS
To access the Inbox Setup
Assistant:
• Customize Application
and Modify All Data
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Sales Productivity
Inbox
Install the Inbox Control Panel
Manage your sales team’s deployment of Inbox clients with the Inbox Control Panel from the
AppExchange.
EDITIONS
For a quick overview on how to set up and provision Salesforce Inbox, check out these videos.
1. From Setup, enter Inbox in the Quick Find box, then select Setup Assistant under
Inbox.
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
2. If it’s your first time visiting the Inbox Setup Assistant, click Get Started.
The Inbox Setup Assistant shows all the steps you need for Inbox deployment.
USER PERMISSIONS
•
Set Up Inbox in Lightning Experience
•
Set Up Inbox in Salesforce Classic
3. To install the Inbox Control Panel, click Get Package. (Alternatively, you can directly install the
Inbox Control Panel from the AppExchange.)
4. During installation, select Install for All Users.
To install the Inbox Control
Panel:
• “Customize Application”
and “Modify All Data”
Select Who Can Use Inbox
Create a permission set with the Inbox permission set license, enable app permissions for Inbox
features, and assign the permission set to users.
EDITIONS
For a quick overview on how to set up and provision Salesforce Inbox, check out these videos.
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
•
Set Up Inbox in Lightning Experience
•
Set Up Inbox in Salesforce Classic
1. Create a permission set.
2. From the License dropdown list, select Inbox.
USER PERMISSIONS
To select who can use Inbox:
• Customize Application
AND Modify All Data
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3. Click Save.
4. Click App Permissions.
5. Click Edit and enable app permissions for Use Einstein Activity Capture and Use Inbox.
6. Click Save.
7. Click Manage Assignments to assign the permission set to users.
SEE ALSO:
Create Permission Sets
Assign Permission Sets to a Single User
Assign a Permission Set to Multiple Users
Inbox
Enable and Configure Inbox Features
Use the Inbox Setup Assistant as your guide for setting up additional features such as Einstein
Activity Capture and Read Receipts.
Enable Einstein Activity Capture for Inbox
Automatically log your sales reps’ email messages and events in Salesforce records. Use the
Inbox Setup Assistant to enable Einstein Activity Capture and configure additional settings.
Disable Read Receipts for Inbox Users
If your company prefers to not track when and where customers open email messages from
your Inbox users, you can prevent all users from receiving read receipts.
33
EDITIONS
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
Sales Productivity
Inbox
Enable Einstein Activity Capture for Inbox
Automatically log your sales reps’ email messages and events in Salesforce records. Use the Inbox
Setup Assistant to enable Einstein Activity Capture and configure additional settings.
EDITIONS
1. If Chatter isn’t yet enabled, enable it now.
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
2. From Setup, enter Inbox in the Quick Find box, then select Setup Assistant under
Inbox.
USER PERMISSIONS
To enable Einstein Activity
Capture:
• “Customize Application”
and “Modify All Data”
3. If it’s your first time visiting the Inbox Setup Assistant, click Get Started.
The Inbox Setup Assistant shows all the steps you to deploy Inbox, including how to specify which users get access to Inbox features,
including Einstein Activity Capture.
4. Click Set Up next to Einstein Activity Capture.
5. On the Settings page, click Enable.
6. Configure additional Einstein Activity Capture settings.
After you enable Einstein Activity Capture, Salesforce prompts assigned Inbox users to connect their email account to Salesforce. It takes
up to 24 hours for their email messages and events to appear in Salesforce.
Remove the Last Activity Date field from page layouts for accounts, contacts, leads, opportunities, and person accounts. This
field doesn’t reflect email messages and events added to Salesforce with Einstein Activity Capture.
SEE ALSO:
Edit Page Layouts for Standard Objects
Set Up Einstein Activity Capture
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture
Einstein Activity Capture
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Disable Read Receipts for Inbox Users
If your company prefers to not track when and where customers open email messages from your
Inbox users, you can prevent all users from receiving read receipts.
EDITIONS
1. From Setup, enter Inbox in the Quick Find box, then select Setup Assistant under
Inbox.
Available in various user
experiences and Salesforce
editions, depending on the
Inbox feature. For more
information, consult each
feature.
2. Toggle the Send Read Receipts setting to Disabled.
USER PERMISSIONS
To set up Inbox
• Customize Application
AND Modify All Data
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from
Microsoft® Outlook®
Get your sales teams to stay on top of important sales opportunities. Using Microsoft® Outlook® on
the web, Outlook 2016, Outlook for Mac 2016, or Outlook 2013, sales teams can manage their sales
more efficiently. Your sales reps can add email and attachments to Salesforce records. Also, they
can create Salesforce records using global actions—directly in their email applications.
First, you enable Lightning for Outlook, and then your sales team members complete their short
setup procedures. After that, teammates select an email or an event in Outlook (1) and then select
Salesforce (2). That’s when your reps see related contacts, leads, and users. Reps can also see
related accounts, opportunities, and cases (3).
35
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Sales reps can create Salesforce records directly from Outlook (4). Reps select the record to see more details about it, including Chatter
feed, activity timeline, and related lists in Lightning for Outlook. With the inline edit feature, they can also modify records in their email
application. Or, reps get complete details about the record or the email related to it directly in Salesforce (5).
Similar to the way sales reps relate emails, Lightning for Outlook lets reps relate these calendar events to Salesforce records.
• Any event that reps attend
• Any event that reps organize, provided they’re working in Outlook 2016 for Windows or Outlook on the web
To relate an event, reps select it in their Microsoft email application. Then, they select Salesforce (1).
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Relevant Salesforce records appear (2). And like when reps work with emails, your reps can select a record to see more details in their
email application. Or, they can create a record or get complete details about the record directly in Salesforce (3).
Experience Salesforce in Microsoft® Outlook®
Keep your opportunities on track when you access sales-related records in Microsoft Outlook on the web, Outlook 2016, Outlook
for Mac 2016, and Outlook 2013.
Lightning for Outlook System Requirements
Make sure that your system meets these requirements before you set up Lightning for Outlook.
Set Up Sales Teams for Lightning for Outlook
Help your teams see and create Salesforce records with global actions directly in Outlook on the web, Outlook 2016, Outlook for
Mac 2016, and Outlook 2013.
Customize Lightning for Outlook for Your Sales Reps
Help your Lightning for Outlook users get more done by customizing the Salesforce content they see and work with from Microsoft®
Outlook®.
Lightning for Outlook with Enhanced Email
Turn on Enhanced Email with Lightning for Outlook for your reps, so they can relate emails to relevant Salesforce records quicker
and more easily.
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Gain Speed and Consistency with Email Templates
Whether it’s writing to prospects or customers, sales reps craft emails quicker with email templates. In Salesforce, reps can create
email templates that address different business needs. When they’re ready to send an email, reps pull up the template in their email
application pane, and tweak the content as needed. Using templates with Lightning for Outlook or Lightning for Gmail also ensures
consistent messaging from your team to your customers.
SEE ALSO:
Lightning for Outlook System Requirements
Experience Salesforce in Microsoft® Outlook®
Experience Salesforce in Microsoft® Outlook®
Keep your opportunities on track when you access sales-related records in Microsoft Outlook on
the web, Outlook 2016, Outlook for Mac 2016, and Outlook 2013.
EDITIONS
1. In Outlook, select an email in either the Inbox or Sent Items, or an event you’re attending in
your calendar.
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To set up Lightning for
Outlook
• “Lightning for Outlook”
To authenticate the
connection between
Microsoft Exchange and
Salesforce
• "View Setup and
Configuration"
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
2. Select Salesforce.
3. Scroll to see a combination of up to 15 contacts, leads, person accounts, and users, as well as up to three related accounts, opportunities,
and cases. And if you’d like, add the email or event and its attachments to multiple contacts—provided your administrator enabled
Shared Activities. You can also add email, its attachments, and events to one other record that accepts tasks, like an opportunity, a
lead, or a case.
4. Create Salesforce records, such as events, opportunities, and leads.
5. To see key details about the record, or to modify records with the inline edit feature, select it in Outlook. Or see complete details
about the record directly in Salesforce.
SEE ALSO:
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from Microsoft® Outlook®
Lightning for Outlook System Requirements
Lightning for Outlook System Requirements
Make sure that your system meets these requirements before you set up Lightning for Outlook.
Tip: Before you begin setup, disable two-factor authentication for users moving to Lightning
for Outlook. Disabling two-factor authentication lets users use Lightning for Outlook without
having to enter their username and password multiple times.
For your
You need
Email server
Either:
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• Exchange 2016 or 2013 on-premise
• Exchange Online with Office 365
Email application Either:
• Outlook on the web
• Microsoft Outlook® 2016 or 2013 on Windows PC, most recent stable
version recommended
39
Sales Productivity
For your
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
You need
• Microsoft Outlook for Mac 2016, Mac OS X 10.10 or later with AppleWebKit 600 or later
Browser
Any of these browsers that allow cookies from Salesforce on Windows or Mac operating systems.
• Google Chrome™, most recent stable version
• Mozilla® Firefox®, most recent stable version
• Apple® Safari® 10 or later, most recent stable version recommended
• Microsoft Internet Explorer® 11 (Windows only)
• Microsoft Edge, most recent stable version (Windows only)
Security encryption
protocol on your email
server
TLS 1.1 or later.
Other Features
Requirement
Server configurations
We support using terminal servers, such as Citrix® servers.
Set Up Sales Teams for Lightning for Outlook
Help your teams see and create Salesforce records with global actions directly in Outlook on the
web, Outlook 2016, Outlook for Mac 2016, and Outlook 2013.
EDITIONS
1. From Salesforce Setup, enter Lightning for Outlook in the Quick Find box,
then select Lightning for Outlook and Sync.
Available in: Salesforce
Classic and Lightning
Experience
2. Enable Lightning for Outlook.
After the whitelist and mapping sections appear, there’s no need for you to change them.
3. Choose the environment in which you’re setting up Lightning for Outlook.
Tip: Help your sales teams help themselves! From the Microsoft Office Store, make
Lightning for Outlook available for your sales teams to install. That way, you spend less
time installing Lightning for Outlook for fewer teammates.
4. If you’re using Office 365, allow Salesforce access from the Office 365 Outlook on the web
domain. If you’re using custom Outlook for the web domains, add those domains to allow
access.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Lightning for
Outlook
• Customize Application
Add Lightning for Outlook from the Microsoft® Exchange® Center
Before your sales teams can experience Lightning for Outlook, your team members need access
to the Lightning for Outlook add-in. Team members can get and enable the add-in themselves. Alternatively, you can help them
complete this step faster and avoid setup issues at the same time. Ask your company’s Microsoft Exchange administrator to give all
team members access to the Lightning for Outlook add-in simultaneously. That way, your sales reps can save time and begin working
in Lightning for Outlook right away.
Set Up Lightning for Outlook in Microsoft® Outlook®
Get your system ready to relate email, its attachments, and events to Salesforce records from Outlook on the web, Outlook 2016,
Outlook for Mac 2016, or Outlook 2013. Create Salesforce records—all while you’re working in Outlook.
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Add Lightning for Outlook from the Microsoft® Exchange® Center
Before your sales teams can experience Lightning for Outlook, your team members need access to
the Lightning for Outlook add-in. Team members can get and enable the add-in themselves.
Alternatively, you can help them complete this step faster and avoid setup issues at the same time.
Ask your company’s Microsoft Exchange administrator to give all team members access to the
Lightning for Outlook add-in simultaneously. That way, your sales reps can save time and begin
working in Lightning for Outlook right away.
Tip: To authorize Outlook users to add Office add-ins, such as Lightning for Outlook, make
sure that they have the right permissions. For more information, review this Microsoft article.
To enable the Lightning for Outlook add-in for your team, work with your Exchange administrator
to complete these steps from the Microsoft Exchange Admin Center.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
1. In the Exchange Admin Center, click the Admin tile to go to the Admin Center.
2. From the Admin Center, click Exchange.
USER PERMISSIONS
3. Under organization, click add-ins.
4.
Click
and select the Add from the Office Store option.
Note: The Add from URL and Add from file options are not available.
5. From the Add-ins for Outlook page, enter Lightning for Outlook in the Search
box and select Salesforce Lightning for Outlook from the search results.
To enable Lightning for
Outlook on behalf of users
• Administrative access to
your company’s
Microsoft Exchange
Admin Center
6. Click Add to confirm that you want to get the Lightning for Outlook add-in.
Important: To avoid errors at this step, make sure that your Exchange server can connect to the Microsoft Office Store.
7. From the Manage Add-in page, set one of these options depending on how you want to give your reps access to the Lightning
for Outlook add-in.
• Optional, enabled by default
• Optional, disabled by default
• Mandatory, always enabled. Users can’t disable this add-in.
Note: To enable the Lightning for Outlook add-in for a subset of your reps, you can use PowersShell™ commands. For more
information, review the Microsoft Exchange Mailbox cmdlets article.
To make Lightning for Outlook available to your sales teams, complete the steps to enable Lightning for Outlook in Salesforce.
SEE ALSO:
Microsoft Exchange New-App Library
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Set Up Lightning for Outlook in Microsoft® Outlook®
Get your system ready to relate email, its attachments, and events to Salesforce records from Outlook
on the web, Outlook 2016, Outlook for Mac 2016, or Outlook 2013. Create Salesforce records—all
while you’re working in Outlook.
1. Get Access to Lightning for Outlook
Take the initial step toward getting access to your sales-related Salesforce content directly in
Microsoft® Outlook® on the web, Outlook 2016, Outlook for Mac 2016, and Outlook 2013.
2. Give Microsoft® Outlook® Access to Salesforce
Get your systems ready to create Salesforce contacts, and view contacts, leads, and users. Even
see related accounts, opportunities, and cases directly in Outlook on the web, Outlook 2016,
Outlook for Mac 2016, and Outlook 2013.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Get Access to Lightning for Outlook
Take the initial step toward getting access to your sales-related Salesforce content directly in
Microsoft® Outlook® on the web, Outlook 2016, Outlook for Mac 2016, and Outlook 2013.
EDITIONS
1. In Outlook on the web, Outlook 2016, or Outlook 2013, open Settings and then select Manage
apps. From there, select Salesforce.
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To set up Lightning for
Outlook
• Lightning for Outlook
2. If the app isn’t available, add it from the Office Store.
3. After Lightning for Outlook appears, enable it.
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Give Microsoft® Outlook® Access to Salesforce
Get your systems ready to create Salesforce contacts, and view contacts, leads, and users. Even see
related accounts, opportunities, and cases directly in Outlook on the web, Outlook 2016, Outlook
for Mac 2016, and Outlook 2013.
1. In Outlook on the web, Outlook 2016, Outlook for Mac 2016, or Outlook 2013, select an email
in either the Inbox or Sent Items, or an event in the calendar. Reps then select Salesforce. A
prompt appears for logging in to Salesforce.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To set up Lightning for
Outlook
• Lightning for Outlook
2. After you log in to Salesforce, relevant records appear.
43
Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Customize Lightning for Outlook for Your Sales Reps
Help your Lightning for Outlook users get more done by customizing the Salesforce content they
see and work with from Microsoft® Outlook®.
EDITIONS
To customize Lightning for Outlook for your users, first enable custom content for Lightning for
Outlook.
Available in: Salesforce
Classic and Lightning
Experience
1. From Setup, enter Lightning for Outlook in the Quick Find box, and select
Lightning for Outlook and Sync .
2. Enable and expand Let users access Salesforce records from Outlook.
3. Enable Customize content with App Builder.
4. In Salesforce Classic, click Save.
Now you’re ready to create custom email application panes with the Lightning App Builder.
1. Create Custom Email Application Panes for Lightning for Outlook Users
Choose the Salesforce content that sales reps see from Lightning for Outlook by creating custom
email application panes with the Lightning App Builder.
2. Assign Custom Email Application Panes to Lightning for Outlook Users
To get your reps up and running using custom email application panes for Lightning for Outlook
users, activate the panes and assign them to user profiles.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To customize Lightning for
Outlook and create and
save Lightning pages in the
Lightning App Builder
• Customize Application
To view Lightning pages in
the Lightning App Builder
• View Setup and
Configuration
44
Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Create Custom Email Application Panes for Lightning for Outlook Users
Choose the Salesforce content that sales reps see from Lightning for Outlook by creating custom
email application panes with the Lightning App Builder.
EDITIONS
Create an email application pane and add the standard or custom components you want your
Lightning for Outlook users to see and work with from Outlook®. You can also use components you
find on AppExchange.
Available in: Salesforce
Classic and Lightning
Experience
1. Create an email application pane. The steps are different depending on whether you’re working
from Lightning Experience or Salesforce Classic.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• In Lightning Experience:
From Setup, enter Lightning for Outlook in the Quick Find box, and select
Lightning for Outlook and Sync . Expand Let users access Salesforce records from
Outlook. Click New under Email Application Panes.
USER PERMISSIONS
• In Salesforce Classic:
From Setup, enter App Builder in the Quick Find box, and select New under
Lightning Pages. Select Email Application Pane. Continue through the wizard. To start
with an empty layout, select the Pane template. To start with a layout that contains standard
components, clone the system default page. Click Finish
2. Drag components onto the pane.
You can drag components up or down to rearrange their order.
3. To view the page properties, add a description, or set a filter for when a component appears,
click the empty area of the canvas.
To customize Lightning for
Outlook and create and
save Lightning pages in the
Lightning App Builder
• Customize Application
To view Lightning pages in
the Lightning App Builder
• View Setup and
Configuration
Tip: Some components make sense when a rep is reading emails or viewing events.
Some components make more sense when a rep is writing emails or editing events. Use
a filter to set if a component appears when the rep is in reading or writing mode.
Components without a filter always appear in the email application pane.
4. Click Save.
To make the email application pane available to Lightning for Outlook users, activate the pane and assign it to user profiles.
SEE ALSO:
Customize Lightning for Outlook for Your Sales Reps
Dynamic Lightning Pages
Dynamic Lightning Pages
45
Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Assign Custom Email Application Panes to Lightning for Outlook Users
To get your reps up and running using custom email application panes for Lightning for Outlook
users, activate the panes and assign them to user profiles.
EDITIONS
You can set a pane as default for all users, or assign it to specific user profiles.
Available in: Salesforce
Classic and Lightning
Experience
Follow these steps to edit pane assignments.
1. Access your email application panes. You complete this step differently depending on whether
you’re working from Lightning Experience or Salesforce Classic.
• In Lightning Experience, from Setup, enter Lightning for Outlook in the Quick
Find box, and select Lightning for Outlook and Sync. Expand Let users access
Salesforce records from Outlook.
• In Salesforce Classic, from Setup, enter App Builder in the Quick Find box, and
select Lightning App Builder Settings.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
2. Click Edit for the user profile you want to activate.
3. Click Activation.
Note: From Lightning Experience, you can assign an email application pane to multiple
user profiles by clicking Set Page Assignments.
To customize Lightning for
Outlook, create and save
Lightning Pages in the
Lightning App Builder
• Customize Application
To view Lightning Pages in
the Lightning App Builder
• View Setup and
Configuration
SEE ALSO:
Customize Lightning for Outlook for Your Sales Reps
Lightning for Outlook with Enhanced Email
Turn on Enhanced Email with Lightning for Outlook for your reps, so they can relate emails to
relevant Salesforce records quicker and more easily.
EDITIONS
With Enhanced Email:
Available to manage from
Salesforce Classic and
Lightning Experience
• Reps can relate emails to Salesforce records while composing the emails.
• Reps can relate an email to all relevant contacts, leads, and users with a single click.
• When reps relate an email to a relevant account, opportunity, case, or custom object, all contacts,
leads, and individuals on the email are automatically related.
• Related emails maintain their rich HTML formatting, so emails have the same look and feel in
Salesforce as they did in Outlook™.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Considerations for Enhanced Email with Lightning for Outlook
Before turning on Enhanced Email for Lightning for Outlook, there are some considerations to think about.
• Sales reps can relate an email to individuals, including contacts, leads, and Salesforce users who are included on the email recipient
list.
• In addition to the email recipients, sales reps can relate an email to one more Salesforce record, such as account, opportunity, case,
or custom object.
• For emails related to a case, sales reps can change the relationship to another case after deleting the original Email Message record.
This action removes the original relationship.
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Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
• For emails related to a lead, sales reps can change the relationship to another lead if that lead is the email’s recipient or sender.
• For emails related to an account, opportunity or a custom object record, sales reps can change the relationship to any other Salesforce
records, except cases.
Gain Speed and Consistency with Email Templates
Whether it’s writing to prospects or customers, sales reps craft emails quicker with email templates.
In Salesforce, reps can create email templates that address different business needs. When they’re
ready to send an email, reps pull up the template in their email application pane, and tweak the
content as needed. Using templates with Lightning for Outlook or Lightning for Gmail also ensures
consistent messaging from your team to your customers.
Use Lightning Email Templates with Your Email Application
Use Lightning email templates with Lightning for Outlook or Lightning for Gmail to save time
and maintain consistent messaging to all your customers. When you’re ready to send an email,
you can access the templates from your email application. You can also create your own
Lightning email template from email messages you craft.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Craft Consistent Email Messages in Microsoft® Outlook® and Gmail
Save your reps time and maintain consistent messaging for customers. Email templates in
Salesforce Classic are available to reps using Lightning for Outlook or Lightning for Gmail. Reps can further boost productivity by
accessing shared Classic templates from their email application. To let your reps include Salesforce records in the email messages,
add merge fields to the templates.
47
Sales Productivity
Lightning for Outlook: Set Up Sales Reps to Experience
Salesforce from Microsoft® Outlook®
Use Lightning Email Templates with Your Email Application
Use Lightning email templates with Lightning for Outlook or Lightning for Gmail to save time and
maintain consistent messaging to all your customers. When you’re ready to send an email, you can
access the templates from your email application. You can also create your own Lightning email
template from email messages you craft.
1. Create a template in Lightning Experience.
2. In your email application, start composing an email and specify its recipients.
3. In your email application pane, click Email Template.
4. To view a list of available Lightning email templates for a record type, such as leads, select the
record type.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud,
Service Cloud, and
Force.com in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
5. Select the Lightning template you want to use for the email you’re composing.
6. After the template appears in the email body, modify the email content as needed.
USER PERMISSIONS
7. When you’re done, send your email.
To access Lightning for
Outlook
• Lightning for Outlook
To access Lightning for
Gmail
• Lightning for Gmail
To create email templates
• Send Email
To update email templates
• Modify All Data or
template ownership
48
Sales Productivity
Lightning Sync
Craft Consistent Email Messages in Microsoft® Outlook® and Gmail
Save your reps time and maintain consistent messaging for customers. Email templates in Salesforce
Classic are available to reps using Lightning for Outlook or Lightning for Gmail. Reps can further
boost productivity by accessing shared Classic templates from their email application. To let your
reps include Salesforce records in the email messages, add merge fields to the templates.
1. Create a Salesforce Classic template in text, HTML, or custom format.
2. In your email application, start composing an email and specify its recipients.
3. In your email application pane, click Email Template.
4. Select the Classic template you want to use for the email you’re composing.
5. After the template appears in the email body, modify the email content as needed.
EDITIONS
Available in: Salesforce
Classic
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
6. When you’re done, send your email.
USER PERMISSIONS
To access Lightning for
Outlook
• Lightning for Outlook
To access Lightning for
Gmail
• Lightning for Gmail
To create email templates
• Send Email
To update email templates
• Modify All Data or
template ownership
Lightning Sync
Keep contacts and events in sync between your Microsoft® or Google applications and Salesforce
using our cloud-based integration product. What’s so great about syncing from the cloud, you ask?
Well, it means that to get the job done, you don’t have to install or update software manually. It
also means that Salesforce admins and IT pros do less work to maintain the feature.
Lightning Sync is compatible with several versions of Microsoft® Exchange, Google Contacts, and
Google Calendar™.
Lightning Sync for Microsoft Exchange can sync contacts and events between your Microsoft
Exchange-based calendar and Salesforce.
Lightning Sync for Google can sync contacts and events between your G Suite account and
Salesforce.
Lightning Sync User License Support
You can set up Lightning Sync for users who are assigned to Sales Cloud, Service Cloud, and
most Lightning Platform licenses. Different Lightning Sync features are available depending on
which license your users are working from.
49
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
Lightning Sync System Requirements
Confirm that your Microsoft® Exchange-based server or Google G Suite account meet these system requirements before you set up
your sales reps for Lightning Sync.
How Your Stuff Syncs When You’re Using Lightning Sync
Learn how Lightning Sync handles your contacts and events when you’re set up to use Lightning Sync.
Lightning Sync Considerations
Before you roll out Lightning Sync to your sales reps, familiarize yourself with these considerations.
See the Big Picture for Setting Up Lightning Sync for Microsoft® Exchange
Salesforce admins can set up Lightning Sync so reps can sync contacts and events between Microsoft® Exchange and Salesforce.
Salesforce admins and IT pros complete several steps, both on your Exchange server and in Salesforce.
See the Big Picture for Setting Up Lightning Sync for Google
Salesforce admins can set up Lightning Sync so reps can sync contacts and events between your company’s G Suite account and
Salesforce. Salesforce admins and IT pros complete several steps, both from your company’s G Suite account and from Salesforce.
Manage Lightning Sync Users
After you’ve set up Lightning Sync, manage how your sales reps experience the feature and assist users in troubleshooting problems.
Get Help Setting Up Lightning Sync
Lightning Sync User License Support
You can set up Lightning Sync for users who are assigned to Sales Cloud, Service Cloud, and most
Lightning Platform licenses. Different Lightning Sync features are available depending on which
license your users are working from.
Feature
Sales Cloud Service
Cloud
Lightning
Platform
Salesforce
Platform
Lightning
Platform OneApp
Sync contacts
in any
direction
Lightning
Platform
App
Subscription
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sync events
one way
Sync events
both ways
Automatically
relate events
to multiple
relevant
Salesforce
contacts or
one lead
50
Sales Productivity
Lightning Sync
Lightning Sync System Requirements
Confirm that your Microsoft® Exchange-based server or Google G Suite account meet these system
requirements before you set up your sales reps for Lightning Sync.
EDITIONS
Lightning Sync for Google
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Your company must be using G Suite by Google Cloud. Lightning Sync supports Basic, Business, or
Enterprise editions.
Available to set up from:
Salesforce Classic and
Lightning Experience
Lightning Sync for Microsoft Exchange
To connect to Salesforce
using
Your company must be
running either
With these settings
enabled
An Exchange service account
• Office 365® Enterprise
Editions with Exchange
Online
• Exchange Web Services
(EWS) on an SSL
connection
• Exchange Server 2016
• Exchange Autodiscover
Service
• Exchange Server 2013
Service Pack 1
• Basic authentication on
both your Exchange server
and your Autodiscover
service
• Encryption protocol TLS 1.1
or later
OAuth 2.0 for Exchange
Office 365® Enterprise Editions No additional settings are
with Exchange Online
required to connect using
OAuth 2.0
51
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
How Your Stuff Syncs When You’re Using Lightning Sync
Learn how Lightning Sync handles your contacts and events when you’re set up to use Lightning
Sync.
Event Attendees Sync
Learn how and when Lightning Sync syncs event attendee (Lightning Experience) or invitee
(Salesforce Classic) details between Microsoft® or Google Calendars™ and Salesforce.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Private Event Sync
Learn how private events sync from your calendar application to Salesforce when you’re set up
to use Lightning Sync.
Available to set up from:
Salesforce Classic and
Lightning Experience
Person Account Sync
Learn how and when Lightning Sync syncs person account details between Google Contacts
or Microsoft® contacts and Salesforce.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Event Delete
You can set up sales reps to delete events—from both their calendar and Salesforce—in one
action.
Event Attendees Sync
Learn how and when Lightning Sync syncs event attendee (Lightning Experience) or invitee
(Salesforce Classic) details between Microsoft® or Google Calendars™ and Salesforce.
EDITIONS
Your whole sales team can see which prospects, customers, and coworkers are invited to sales
meetings—even if events are created in Microsoft or Google applications. Team members can see
who’s going to show up, because attendees’ responses sync, too.
Available in: Salesforce
Classic, Lightning
Experience, and all versions
of the Salesforce app
Note: In Lightning Experience, people you invite to meetings are referred to as “attendees”.
In Salesforce Classic, those same people are called “invitees”. Here we refer to both as attendees
and indicate which user experience we’re referring to.
Event attendee details sync to Salesforce automatically when:
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
• The event organizer is set up to sync events with Lightning Sync.
• The event attendees’ email addresses match contacts, leads, or user profiles in Salesforce.
Event attendee sync works through the event organizer. Sales teams get the most from event attendee sync when Salesforce admins
set up event sync for all Salesforce users who meet together frequently. Otherwise, teams could experience event attendee sync limitations.
Attendees Limitations
When you set up a meeting organizer to sync for the first time, organizer and attendees experience these limitations for already-scheduled
meetings.
• Some event attendees aren’t visible on events in Salesforce
• After resetting sync for an event attendee, that attendee could see some duplicate events in Salesforce
Attendees Limitations in Lightning Experience or the Salesforce App
See these considerations and limitations for working with attendees in Lightning Experience or the Salesforce app.
• Considerations for Sync Directions
52
Sales Productivity
Lightning Sync
• What’s Different or Not Available in Lightning Experience: Event Attendees
• What’s Different or Not Available in the Salesforce App: Activities (Events and Calendars)
SEE ALSO:
Set Up Reps to Work with Event Attendees in Lightning Experience and the Salesforce App
Private Event Sync
Learn how private events sync from your calendar application to Salesforce when you’re set up to
use Lightning Sync.
EDITIONS
If you’re using Lightning Sync, ask your Salesforce admin whether your private events are set up to
sync between your calendar application and Salesforce. Admins can set private events to sync by
selecting Sync Private Events in your Lightning Sync configuration. Private events sync
according to the filters admins have set in the rep’s configuration.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
After selecting, new and updated private events sync during the next sync cycle (usually sync cycles
occur every few minutes).
Available to set up from:
Salesforce Classic and
Lightning Experience
When private events start syncing, private event details are visible to your colleagues depending
on two factors: Which system events are viewed in, and how you’ve set your calendar sharing
settings in Salesforce.
In Salesforce, private event start and end times are visible to colleagues, but event details are hidden.
All private event details are visible to Salesforce administrators who can view, edit, and report on
events. You can choose to share more private event details with your colleagues by changing your
calendar sharing level in your Personal Settings.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Your calendar application determines how private event details are shared with colleagues and
supervisors from that product. Refer to that product documentation for more information.
If admins disable private event sync, your private events don’t sync with the next sync cycle, and don’t sync again. A version of each
private event that was previously syncing remains in both Salesforce and your calendar until you delete one or both.
Important: Only admins can see how reps’ private events are set up to sync, or know if the setting has changed. It’s important
that admins communicate which experience reps can expect so they can prepare their calendars accordingly—and keep Great
Aunt Alberta’s 95th birthday party out of Salesforce.
SEE ALSO:
What’s the difference between private items in both Salesforce and Microsoft® Outlook®?
53
Sales Productivity
Lightning Sync
Person Account Sync
Learn how and when Lightning Sync syncs person account details between Google Contacts or
Microsoft® contacts and Salesforce.
EDITIONS
If you use person accounts, your admin can keep data on customers and prospects in sync between
Salesforce and your Google or Microsoft contacts. That way, you no longer have to maintain contact
records in two systems.
Available in: Salesforce
Classic, Lightning
Experience, and all versions
of the Salesforce app
Here’s how it works. If admins enable person accounts in Salesforce, your person accounts sync to
with Google Contacts or with your Microsoft contacts.
If you’re set up to sync person accounts both ways, from Google to Salesforce, or from Exchange
to Salesforce, create person accounts in Salesforce only. That’s because Google Contacts and
Microsoft applications like Outlook don’t have person accounts, so new contacts created from those
applications sync to Salesforce as contacts instead. So creating person accounts from Salesforce
only keeps your company’s contact and prospect data neat and tidy for your colleagues.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Event Delete
You can set up sales reps to delete events—from both their calendar and Salesforce—in one action.
Salesforce admins can set up Lightning Sync so that when you delete a syncing event, its counterpart
is removed from the other system automatically. Admins select this setting from reps’ Lightning
Sync configurations.
Keep in mind that the sync direction your admin has set and the system from which you deletes
the event determines whether this setting deletes an events’ counterpart. For example, if you’re
set up to sync events only from Microsoft or Google to Salesforce, this setting deletes both events
in one action if you delete an event from your Microsoft or Google calendar. If you delete an event
from Salesforce, the event’s counterpart remains in your Microsoft or Google calendar.
This setting also automatically deletes events when you move an events’ counterpart from your
default calendar to a secondary calendar.
54
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
Lightning Sync Considerations
Before you roll out Lightning Sync to your sales reps, familiarize yourself with these considerations.
EDITIONS
Considerations for Syncing Events
Salesforce event descriptions are truncated to 8,192 characters after syncing with Google
Calendar. This limit affects Lightning Sync for Google users who are set up to sync events either
both ways or from Salesforce to Google only.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Considerations for Syncing Events from Your Calendar Application to Salesforce Only
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these
considerations for syncing events from Google or Microsoft® to Salesforce only. That way, their
rollout generates no surprises.
Available to set up from:
Salesforce Classic and
Lightning Experience
Considerations for Sync Directions
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these
considerations for syncing events both ways, from Salesforce to Google, or from Salesforce to
Exchange. That way, their rollout generates no surprises.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Considerations for Companies With Multiple Salesforce Organizations
If your company uses Lightning Sync in multiple Salesforce organizations, make sure the data
in those organizations remains separate by being mindful about how you set up your Lightning Sync configurations.
SEE ALSO:
Considerations for Migrating from Salesforce for Outlook to Lightning for Outlook and Lightning Sync
Considerations for Syncing Events
Salesforce event descriptions are truncated to 8,192 characters after syncing with Google Calendar. This limit affects Lightning Sync for
Google users who are set up to sync events either both ways or from Salesforce to Google only.
Considerations for Syncing Events from Your Calendar Application to Salesforce Only
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these
considerations for syncing events from Google or Microsoft® to Salesforce only. That way, their
rollout generates no surprises.
Admins decide whether Lightning Sync users sync events, and in which direction, by defining sync
settings from Lightning Sync configurations in Setup.
When syncing from Microsoft or Google calendars to Salesforce only, there’s potential for Lightning
Sync to overwrite event data. To prevent such an occurrence, admins can be considerate about
how they roll out Lightning Sync.
Admins can consider whether reps meet one or more of these scenarios.
• Reps are migrating reps from Salesforce for Outlook
• Reps edit their events records in Salesforce
• Reps already have access to Lightning for Outlook or Lightning for Gmail
55
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
For example, say that a rep maintains meeting notes in Salesforce event records. But the matching event in that rep’s calendar doesn’t
include those notes. If reps are set up to sync from Microsoft or Google to Salesforce, Lightning Sync overwrites the event in Salesforce
with the one from the calendar.
Admins can prevent reps’ events from being overwritten by following our guidelines for syncing events from Microsoft or Google to
Salesforce only.
Guidelines for Syncing Events in One Direction
Before Salesforce admins roll out Lightning Sync, admins can address these guidelines to avoid overwriting event data during certain
sync scenarios.
Guidelines for Syncing Events in One Direction
Before Salesforce admins roll out Lightning Sync, admins can address these guidelines to avoid
overwriting event data during certain sync scenarios.
EDITIONS
If sales reps fall into one of the scenarios outlined in Considerations for Syncing Events from Your
Calendar Application to Salesforce Only, admins can follow these guidelines to set up reps for
Lightning Sync.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
• In Lightning Sync configurations, don’t change the default setting, TODAY, for the event sync
filter. That way, edits that reps made to past events in Salesforce are excluded from the initial
sync.
• We recommend that admins tell reps to edit event fields that sync (like date, time, subject, or
description) in their calendars, and not in Salesforce. That way, Lightning Sync doesn’t overwrite
those edits in Salesforce. (Reps can continue to use Salesforce features that don’t involve editing
their Salesforce event fields, however, like relating events to Salesforce records.)
Considerations for Sync Directions
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these
considerations for syncing events both ways, from Salesforce to Google, or from Salesforce to
Exchange. That way, their rollout generates no surprises.
Available to sync with: Lightning Experience and the Salesforce app
Available to set up from: Salesforce Classic and Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with Sales Cloud, Service Cloud, and
Force.com
Admins decide whether Lightning Sync users sync events, and in which direction, by defining sync settings from Lightning Sync
configurations in Setup.
The options to sync events in both directions, from Salesforce to Google, or from Salesforce to Exchange are available only for reps who
are using Lightning Experience, the Salesforce app, and (if syncing both ways) Microsoft Outlook® or Google Calendar™ to create or edit
Salesforce events. Events created or edited from Salesforce Classic don’t sync.
Setting up events to sync both ways, from Salesforce to Google, or from Salesforce to Exchange limits some calendar functionality in
Salesforce Classic.
• Reps can only view event attendees.
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Sales Productivity
Lightning Sync
• Reps can add or remove attendees from Lightning Experience or the Salesforce app only.
• Reps can’t view or access the Multi-View Calendar.
SEE ALSO:
Event Attendees Sync
Considerations for Companies With Multiple Salesforce Organizations
If your company uses Lightning Sync in multiple Salesforce organizations, make sure the data in
those organizations remains separate by being mindful about how you set up your Lightning Sync
configurations.
You’re using multiple organizations if you either:
• Test new features in a sandbox organization before setting up the feature in your live
organization.
• Maintain separate Salesforce organizations for different divisions of your company.
To prevent Lightning Sync from syncing contacts and events between your Salesforce organizations,
don’t add the same user to Lightning Sync configurations in more than one organization.
We don’t recommend marking a Lightning Sync configuration as inactive to prevent data from
syncing between your Salesforce organizations. While marking a configuration as inactive prevents
it from syncing a user’s data, you risk forgetting that user is included in multiple Lightning Sync
configurations, and marking the configuration as active later.
Example: You’re testing Lightning Sync features in your sandbox organization, so you add
user Marianne Schumacher to a Lightning Sync configuration in the sandbox organization.
After you’re satisfied with how you’ve set up Lightning Sync features for Marianne, you’re
ready to add her to a Lightning Sync configuration in your live organization.
Before you add Marianne to a Lightning Sync configuration in your live organization, remove
her from the configuration in your sandbox organization. Otherwise, Lightning Sync can sync
contacts and events between Marianne’s email application, the sandbox organization, and
the live organization, saving test and live data to all three data sources.
57
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
See the Big Picture for Setting Up Lightning Sync for Microsoft® Exchange
Salesforce admins can set up Lightning Sync so reps can sync contacts and events between
Microsoft® Exchange and Salesforce. Salesforce admins and IT pros complete several steps, both
on your Exchange server and in Salesforce.
Complete these steps to set up Lightning Sync for Microsoft Exchange.
1. Learn About Lightning Sync for Microsoft® Exchange Features
Keep your contacts and events in sync between your Microsoft® Exchange server and Salesforce
without installing and maintaining software manually.
2. Choose and Configure a Method for Connecting to Microsoft® Exchange
Salesforce admins and IT pros can choose whether to connect Microsoft Exchange to Salesforce
using an Exchange service account, or OAuth 2.0, and then set up that connection. Connecting
using OAuth 2.0 requires a Microsoft Office 365® account.
3. Run the Lightning Sync Connection Test for Microsoft® Exchange Users
Salesforce admins can run the Lightning Sync connection test to confirm whether admins and
IT pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync
was syncing reps’ items successfully, but suddenly stops.
4. Tell Reps How to Prevent Certain Microsoft® Outlook Calendar Events from Syncing to Salesforce
Salesforce admins should tell reps how to manage which of their Outlook calendar events sync
with Salesforce. We recommend that reps prepare events that they don’t want to sync before
admins kick off the sync process. However, reps can manage which events sync at any time.
5. Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange
You can choose which events sync from your Microsoft calendar application to Salesforce.
6. Define Lightning Sync for Microsoft® Exchange Settings for Reps
After reps prepare their Exchange events to sync with Salesforce, admins can define sync settings
for groups of reps in Lightning Sync configurations. This step kicks off the sync process, and
determines how reps contacts and events sync between applications.
7. Tell Reps How to Sync Microsoft® Contacts with Salesforce
Salesforce admins should tell their reps using Lightning Sync for Microsoft Exchange that it’s
time to manage the Microsoft contacts that users want to sync with Salesforce.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To prepare your Exchange
server to communicate with
Salesforce:
• Administrative access to
your company’s
Microsoft® Exchange
server
To access and edit Lightning
Sync Setup
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
8. Get Ready to Sync Contacts with Lightning Sync for Microsoft® Exchange
Learn how to sync contacts between your company’s email application and Salesforce using Lightning Sync.
SEE ALSO:
Learn About Lightning Sync for Microsoft® Exchange Features
Lightning Sync Trailblazer Community
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Sales Productivity
Lightning Sync
Learn About Lightning Sync for Microsoft® Exchange Features
Keep your contacts and events in sync between your Microsoft® Exchange server and Salesforce
without installing and maintaining software manually.
EDITIONS
When your contacts and events sync between your company’s Microsoft® Exchange server and
Salesforce, you increase your productivity. That’s because there’s no need to duplicate your work
between the two systems. Plus, Lightning Sync syncs items whether you’re working from your desk
or from your mobile device using the Salesforce app.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Salesforce admins define reps’ experience by selecting sync settings from Salesforce. For example,
admins can choose whether both contacts and events sync, or whether only contacts or only events
sync. Admins can also decide which direction your items sync: between Salesforce and your Microsoft
Exchange server, or just one way. Ask your admin for details.
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Admins can also decide how Microsoft events sync to Salesforce. Admins can set up reps to sync all their events, or only the events reps
select.
If you’re set up to sync only the events you select, you can choose which Microsoft events sync using Lightning for Outlook. Lightning
for Outlook is a Microsoft integration product that lets you experience Salesforce features directly from Microsoft Outlook®.
Admins can select more settings to define your sync experience. Ask your administer about how you’re set up to sync in these cases:
• Are you syncing private events?
• Are syncing events that you delete in one system automatically removed from the other system?
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead?
Lightning Sync for Microsoft Exchange Limitations
Currently, Lightning Sync doesn’t:
• Sync recurring events
• Delete syncing contacts in one action
For limitations from user to user, see Lightning Sync Considerations.
SEE ALSO:
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from Microsoft® Outlook®
Help Sales Reps Sync Contacts and Events with Lightning Sync (Admin Guide)
Sync Your Contacts and Events with Lightning Sync (User Guide)
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Sales Productivity
Lightning Sync
Choose and Configure a Method for Connecting to Microsoft® Exchange
Salesforce admins and IT pros can choose whether to connect Microsoft Exchange to Salesforce
using an Exchange service account, or OAuth 2.0, and then set up that connection. Connecting
using OAuth 2.0 requires a Microsoft Office 365® account.
Connect Salesforce and Microsoft® Exchange Using an Exchange Service Account
To connect Salesforce to your company’s Microsoft Exchange server using a service account,
you and your Exchange administrator have to complete several steps, both from Salesforce and
from your Exchange server.
Connect Salesforce and Microsoft® Exchange Using OAuth 2.0
Give Salesforce access to Microsoft Exchange Online using OAuth 2.0. To complete setup, you
need a Microsoft Office 365® account and help from your Office 365 global administrator to
provide credentials for your company’s account.
60
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
Connect Salesforce and Microsoft® Exchange Using an Exchange Service Account
To connect Salesforce to your company’s Microsoft Exchange server using a service account, you
and your Exchange administrator have to complete several steps, both from Salesforce and from
your Exchange server.
1. Prepare Your Microsoft® Exchange Server for Lightning Sync
The first step in setting up Lightning Sync is to enable several settings on your Exchange server,
including Exchange Web Services, Exchange Autodiscover Service, and Basic authentication.
2.
Set Up a Microsoft® Exchange Service Account to Communicate with Lightning Sync
After you’ve enabled the right settings on your Exchange server, create an Exchange service
account with impersonation rights for the mailbox of each Lightning Sync user.
3. Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
Salesforce admins can run the Remote Connectivity Analyzer—the free web-based tool provided
by Microsoft—to confirm whether Salesforce admins and their Exchange admins have set up
Lightning Sync for Microsoft Exchange successfully. Or, admins can run the Remote Connectivity
Analyzer if Lightning Sync for Microsoft Exchange was syncing reps’ items successfully, but
suddenly stops. Use the parameters provided to run the test for Lightning Sync.
4. Set Up Salesforce to Communicate with Microsoft® Exchange Using a Service Account
After running the Remote Connectivity Analyzer, log in to Salesforce to enable Lightning Sync
for Microsoft Exchange and provide your service account credentials.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To set up a service account
to communicate with
Lightning Sync:
• Administrative access to
your company’s
Exchange server
To access and edit Lightning
Sync Setup
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
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Sales Productivity
Lightning Sync
Prepare Your Microsoft® Exchange Server for Lightning Sync
The first step in setting up Lightning Sync is to enable several settings on your Exchange server,
including Exchange Web Services, Exchange Autodiscover Service, and Basic authentication.
EDITIONS
These instructions vary depending on the version of Microsoft® Exchange your company uses. For
more support, visit Microsoft’s support website, search for the keywords mentioned here, and follow
the instructions intended for your Exchange version.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Complete the following steps on your Exchange server.
1. Enable Exchange Web Services (EWS) on an SSL connection.
• Make sure your Exchange server has a signed certificate from one of the Salesforce-approved
Certificate Authorities.
• If your organization has configured a firewall, allow an inbound connection to your Exchange
client access server on port 443.
2. Enable Exchange Autodiscover Service.
3. Enable Basic authentication on both your Exchange server and your Autodiscover service. If
you need to run additional authentication methods (such as Microsoft NTLM), there is no need
to disable those methods; you can run Lightning Sync without conflict.
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Set Up a Microsoft® Exchange Service Account to Communicate with Lightning Sync
After you’ve enabled the right settings on your Exchange server, create an Exchange service account
with impersonation rights for the mailbox of each Lightning Sync user.
EDITIONS
Before setting up an Exchange Service account, make sure you’ve enabled the appropriate Exchange
server settings to set up Lightning Sync.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
To set up an Exchange service account, work with your Exchange admin to complete these steps
on your Exchange server.
Watch a Demo:
•
Set Up a Microsoft® Exchange Service Account to Sync with Salesforce (for administrators
using Office 365™ Admin Center) (English only)
•
Set Up a Microsoft® Exchange Service Account to Sync with Salesforce (for administrators
using command shell) (English only)
Note: For more support, visit Microsoft®’s support website, search for the keywords mentioned
here, and follow the instructions intended for your Exchange version.
1. Create an Exchange user with a mailbox that acts as the service account. You use this email
address later to configure Exchange impersonation for the service account.
2. Using Exchange Management Shell, enter the commands that enable service account
impersonation for your version of Exchange. If you receive a pipeline error message, wait a few
minutes and reenter the command to let your server process the requests.
• If you’re using Exchange 2013:
62
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To set up a service account
to communicate with
Lightning Sync:
• Administrative access to
your company’s
Exchange server
Sales Productivity
Lightning Sync
a. Enable the Active Directory extended permission for ms-Exch-EPI-Impersonation on all Client Access servers.
Get-ExchangeServer | where {$_IsClientAccessServer -eq $TRUE} | ForEach-Object
{Add-ADPermission -Identity $_.distinguishedname -User (Get-User -Identity
<EnterExchangeSyncServiceAccountEmailAddress> | select-object).identity
-extendedRight ms-Exch-EPI-Impersonation}
b. Enable the Active Directory extended rights for ms-Exch-EPI-May-Impersonate to let your service account impersonate
all accounts on your Exchange server. Set a filter later that lets you limit the users the service account syncs with Salesforce.
Get-MailboxDatabase | ForEach-Object {Add-ADPermission -Identity $_.distinguishedname
-User <EnterExchangeSyncServiceAccountAddress> -ExtendedRights
ms-Exch-EPI-May-Impersonate}
• If you’re using Exchange Online offered by Microsoft Office 365™:
a. Enable customization on your Exchange server.
Enable-OrganizationCustomization
3. Using Exchange Management Shell, enter these commands to configure your service account to impersonate the group of users
who’ll sync with Lightning Sync.
a. Create a management scope to define a filter that groups the Exchange users who sync with Lightning Sync. For example, if you
want only sales reps to sync, and their Exchange mailboxes all have the same value Sales for the filterable property
Department, enter Department -eq 'Sales' in place of <ChooseRecipientFilter>.
New-ManagementScope -Name:<ChooseExchangeSyncScopeName>
-RecipientRestrictionFilter:{<ChooseRecipientFilter>}
b. Create a management role assignment that restricts the service account to impersonate only the users you defined in the
management scope.
New-ManagementRoleAssignment -Name:<ChooseExchangeSyncRoleAssignmentName>
-Role:ApplicationImpersonation -User:<EnterExchangeSyncServiceAccountAddress>
-CustomRecipientWriteScope:<EnterExchangeSyncScopeName>
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Sales Productivity
Lightning Sync
Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
Salesforce admins can run the Remote Connectivity Analyzer—the free web-based tool provided
by Microsoft—to confirm whether Salesforce admins and their Exchange admins have set up
Lightning Sync for Microsoft Exchange successfully. Or, admins can run the Remote Connectivity
Analyzer if Lightning Sync for Microsoft Exchange was syncing reps’ items successfully, but suddenly
stops. Use the parameters provided to run the test for Lightning Sync.
Before you run the Remote Connectivity Analyzer, make sure that you’ve selected your preferred
connection method so that Exchange and Salesforce can communicate. Wait a few minutes after
completing those tasks to let your Exchange server process the changes you’ve made. Otherwise,
the Remote Connectivity Analyzer can show a failed test summary, even though you’ve configured
setup correctly.
The Remote Connectivity Analyzer checks several points of connectivity between your Salesforce
organization and your Exchange server. When the test is complete, Microsoft provides a summary
describing your connection status.
Note: The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test
check general connectivity between your email server and your Salesforce organization. If
you want to test connectivity for only one (or a few) of your reps, check their sync statuses
from Lightning Sync Status in Setup.
1. Visit Microsoft’s website and search for the Remote Connectivity Analyzer.
2. On the Exchange Server tab, select Service Account Access (Developers).
3. Click Next.
4. Complete the test fields:
For this test field
Type this parameter
Target mailbox email address
The email address of a sales rep you’ve set up
to be impersonated by your Lightning Sync
service account
Service Account User Name
(Domain\User Name or UPN)
The service account domain\user name or
UPN you’ve set up for Lightning Sync
Service Account Password
The service account password you’ve set up
for Lightning Sync
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To get the necessary
parameters to run the test:
• Administrative access to
your company’s
Microsoft® Exchange
server
5. Select Use Autodiscover to detect server settings.
6. Select Test predefined folder.
7. Choose Contacts if you’d like to test sync connectivity for this user’s contacts, or Calendar for this user’s events.
8. Check Use Exchange Impersonation.
9. In the Impersonated User field, type the same Exchange email address you specified for Target mailbox email
address.
10. For Impersonated user identifier, select SMTP Address.
11. Check the I understand that I must use the credentials of a working account...
acknowledgment.
12. Type the analyzer verification code and click verify.
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Sales Productivity
Lightning Sync
13. At the top of the page, click Perform Test.
Running the test usually takes less than 30 seconds. When the test is complete, the analyzer displays a summary evaluating the sync
connectivity for the Exchange user you’ve specified.
14. Take action based on the test results.
• If the test summary displays “Connectivity Test Successful” or “Connectivity Test Successful with Warnings,” it’s likely that you’ve
set up your service account correctly. and you’re ready to provide your service account credentials to Salesforce.
• If the test summary displays “Connectivity Test Failed,” review the test details to troubleshoot setup issues. If the test continues
to fail, verify that you’ve completed the previous setup steps correctly and then contact Salesforce Customer Support for help.
SEE ALSO:
Check Lightning Sync Users’ Sync Statuses
Run the Lightning Sync Connection Test for Microsoft® Exchange Users
Set Up Salesforce to Communicate with Microsoft® Exchange Using a Service Account
After running the Remote Connectivity Analyzer, log in to Salesforce to enable Lightning Sync for
Microsoft Exchange and provide your service account credentials.
EDITIONS
1. From Salesforce Setup, enter Sync in the Quick Find box, then select Lightning for
Outlook and Sync.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
2. Select Let users sync contacts, events, or both between Microsoft Exchange and
Salesforce to enable Lightning Sync.
3. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce
to see additional setup steps.
4. Select Service Account as your preferred connection method.
5. Enter the service account user name you created in Exchange, including your company’s domain
and top-level domain. For example, if you work for AW Computing, and the service account
mailbox you’ve created is svcacct@awcomputing.com, enter your user name in either
of these formats:
• svcacct@awcomputing.com
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
• awcomputing.com\svcacct
Some network configurations require one format rather than the other. If your first attempt to
get Salesforce and Exchange to communicate is unsuccessful, try the other format.
6. Enter your service account password.
7. If your sales reps’ email domains are different than your service account domain, enter the
additional domains in a comma-separated list. For example, if your service account is
svcacct@awcomputing.com, but your reps’ email addresses are in the domain
awcomputing.net, enter awcomputing.net as an additional domain so Lightning
Sync can recognize it.
8. Click Save.
65
USER PERMISSIONS
To access Lightning Sync
setup in Salesforce:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
Connect Salesforce and Microsoft® Exchange Using OAuth 2.0
Give Salesforce access to Microsoft Exchange Online using OAuth 2.0. To complete setup, you need
a Microsoft Office 365® account and help from your Office 365 global administrator to provide
credentials for your company’s account.
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Outlook and
Sync.
2. Select Let users sync contacts, events, or both between Microsoft Exchange and
Salesforce to enable Lightning Sync.
3. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce
to see additional setup steps.
4. Select OAuth 2.0 as your preferred connection method.
5. Have your Office 365 global administrator log in to your Office 365 account.
6. When the Microsoft Azure™ login page opens, accept Lightning Sync access to your account
by following the prompts until you’re directed back to Salesforce.
7. From Salesforce, under Provide your Office 365 ID, click Connect.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To access and edit Lightning
Sync Setup
• Customize Application
To prepare Exchange Online
to communicate with
Salesforce:
• Global administrator
access to your
company’s Office 365
account
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Sales Productivity
Lightning Sync
Run the Lightning Sync Connection Test for Microsoft® Exchange Users
Salesforce admins can run the Lightning Sync connection test to confirm whether admins and IT
pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync was
syncing reps’ items successfully, but suddenly stops.
After taking the necessary steps to prepare your Microsoft Exchange server and Salesforce to sync,
you’re ready to run the Lightning Sync connection test.
The Lightning Sync connection test checks several points of connectivity between Salesforce and
your email server. When the test is complete, it provides a summary describing your connection
status.
Salesforce Admins setting up Lightning Sync for Microsoft® Exchange should run both the Lightning
Sync connection test and the Microsoft Remote Connectivity Analyzer to test their connectivity
between their servers and Salesforce. The tests differ slightly, so running both gives admins more
information about the connection status. Admins setting up Lightning Sync for Google need only
run the Lightning Sync connection test.
The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test check general
connectivity between your email server and your Salesforce organization. If you want to test
connectivity for only one (or a few) of your reps, check their sync statuses from Lightning
Sync Status in Setup.
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Outlook and
Sync.
2. Under Test your connection, provide the email address for one of the reps you’ve set up to sync
on your email server.
3. Click Test.
Lightning Sync checks the connection between Salesforce and your email server and summarizes
your connection status.
SEE ALSO:
Check Lightning Sync Users’ Sync Statuses
Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
67
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To run the connection test:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
Tell Reps How to Prevent Certain Microsoft® Outlook Calendar Events from Syncing to Salesforce
Salesforce admins should tell reps how to manage which of their Outlook calendar events sync
with Salesforce. We recommend that reps prepare events that they don’t want to sync before
admins kick off the sync process. However, reps can manage which events sync at any time.
Reps can prevent some of their calendar events —like personal events—from syncing to Salesforce.
Later in the setup process, admins have to define reps’ sync settings in Lightning Sync configurations.
If admins define sync settings for events, all events from a rep’s default calendar sync to
Salesforce—unless admins tell reps to manage those events now.
Reps can prevent personal events from syncing from their calendars to Salesforce in different ways.
• Reps can create a separate calendar in their calendar application to track personal events.
(Lightning Sync is designed to sync only a reps’ default calendar to Salesforce.)
• When admins define sync settings in Lightning Sync configurations, admins choose whether
to sync reps’ private events. If admins opt not to sync private events, reps can prevent events
from syncing by assigning the private option to events from their calendar applications.
If reps don’t manage their personal events before syncing begins, reps can still remove those events
from Salesforce by deleting personal events Salesforce manually.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange
You can choose which events sync from your Microsoft calendar application to Salesforce.
If your administrator has set up Lightning Sync for Microsoft Exchange, your events sync automatically
from your Microsoft calendar to Salesforce. Events sync from your calendar to Salesforce every few
minutes. If you’ve got many events, your first sync could take some time.
To understand how to manage your events, ask your admin whether you’re set up to sync events
in one direction or in both directions. Also ask whether you’re set up to sync private events.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Manage Events Syncing in One Direction
Create and edit events that you want to sync from your Microsoft calendar.
Manage Events Syncing in Both Directions
To make sure your events stay in sync, create and edit events from your Microsoft calendar, Lightning
Experience, or the Salesforce app. Events created or edited from Salesforce Classic don’t sync with
your Microsoft calendar.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
Prevent Personal Events from Syncing
You can prevent personal events from syncing with Salesforce in different ways.
• Create a separate calendar in your calendar application to keep track of your personal events.
Lightning Sync is designed to sync only your primary Microsoft® Exchange calendar to Salesforce.
• Ask your admin if your sync configuration is set up to sync private events. If you’re not syncing
private events, you can assign your personal events with the Private option from your
calendar application, and those events won’t sync with Salesforce.
For example, you can mark an event as private from Microsoft Outlook® like this.
68
To sync events from your
calendar to Salesforce:
• Create on events, AND
An active Lightning Sync
configuration
Sales Productivity
Lightning Sync
Define Lightning Sync for Microsoft® Exchange Settings for Reps
After reps prepare their Exchange events to sync with Salesforce, admins can define sync settings
for groups of reps in Lightning Sync configurations. This step kicks off the sync process, and
determines how reps contacts and events sync between applications.
Before admins roll out Lightning Sync to reps, admins can familiarize themselves with our Lightning
Sync Considerations. There’s potential for Lightning Sync to overwrite data or sync data between
Salesforce orgs unless admins are considerate about how they roll out the product.
Defining sync settings lets admins define how their reps sync. Admins can decide:
• Which reps sync
• Whether contacts, events, or both items sync
• Which direction items sync
• To create filters to limit certain contacts or events from syncing
• Whether reps' private events sync
• Whether all events sync, or only events that users relate to Salesforce records using Lightning
for Outlook
• Whether syncing events that reps delete in one system are automatically removed from the
other system
• Whether important events are automatically related to the appropriate Salesforce contacts or
lead
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Outlook and
Sync.
2. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce
to see additional setup steps.
3. From the Set Sync Settings and Check Status section, click New Config.
4. Click New Lightning Sync Configuration.
69
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To access Lightning Sync
setup:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
5. Enter the name of the configuration. For example, if you’re creating a configuration for users in a particular region, enter a unique
name for it, and then select Active.
6. Assign users and profiles to this configuration.
7. Indicate the sync direction for your users’ contacts or person accounts.
8. To change field mappings between Salesforce and Exchange contacts, click Edit Field Mappings.
9. Indicate the sync direction for your users’ events.
10. Indicate whether you want all Exchange events to sync to Salesforce, or only the events that your users select. If you set up users to
select events, events users relate to Salesforce from Lightning for Outlook start syncing from Microsoft Outlook to Salesforce. To
finish setting up that option, you’re required to enable Lightning for Outlook, and your users are required to complete Lightning for
Outlook setup.
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11. To change field mappings between Salesforce and Exchange events, click Edit Field Mappings.
12. Click Save.
13. Set filters to specify the contacts users can sync from Salesforce to Exchange. You are required to set filters based on your users’
record ownership. Choose whether you want to:
• Limit contacts that users sync to only what users own, choose Selected Contacts, and then select User’s Records. Make sure
that you select both of these settings together, or no contacts sync for users in this configuration.
• Let users sync all contacts they can see in Salesforce, choose All Contacts.
Set more sync filters, if you wish. For example, to prevent contacts from outside your users’ territories from syncing, create sync filters
for specific fields on users’ contact records. Contact filters don’t apply to contacts syncing from Exchange to Salesforce.
14. Select Sync private events to sync events your users have marked private either in Salesforce or their calendars.
15. Select Delete synced events to let reps delete Exchange events and Salesforce events in one action.
16. Select Automatically relate Exchange events to Salesforce records to let Lightning Sync review reps’
calendars and intelligently relate important events to the appropriate Salesforce contacts or leads automatically.
17. Specify the specific events users can sync from Exchange to Salesforce. Enter a filter in the Greater or equal to field. Doing
so limits the events users can sync to these time frames.
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m. Learn more on page 55 about why this selection
is recommended in certain scenarios.
• LAST MONTH—Syncs events that ended on or after the first day of last month.
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago, such as LAST 30 DAYS. You can
sync events that ended up to 180 days ago.
18. Click Save.
Syncing has begun for users in this Lightning Sync configuration.
SEE ALSO:
How Lightning Sync Manages Sync Conflicts with Salesforce for Outlook
Considerations for Companies With Multiple Salesforce Organizations
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Tell Reps How to Sync Microsoft® Contacts with Salesforce
Salesforce admins should tell their reps using Lightning Sync for Microsoft Exchange that it’s time
to manage the Microsoft contacts that users want to sync with Salesforce.
EDITIONS
If you’ve set up sales reps to sync contacts from only Salesforce to Microsoft Exchange, you can skip
this step: Reps’ contacts and events are already syncing.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Reps set up to sync contacts from Exchange to Salesforce or sync both ways can kick off sync by
choosing which Microsoft contacts sync to Salesforce.
After you define reps’ sync settings by adding them to active Lightning Sync configurations, Lightning
Sync creates a folder called Salesforce_Sync within each reps’ email account. Lightning Sync nests
Salesforce_Sync within reps’ Contacts directories.
Available to set up from:
Salesforce Classic and
Lightning Experience
Reps choose which contacts sync by moving those contacts into the Salesforce_Sync folder. When
reps can see and access the Salesforce_Sync folder in their email application, they can start moving
contacts into it.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
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Get Ready to Sync Contacts with Lightning Sync for Microsoft® Exchange
Learn how to sync contacts between your company’s email application and Salesforce using
Lightning Sync.
EDITIONS
After your administrator initiates contacts sync for you, Lightning Sync creates a folder in your email
application called Salesforce_Sync. You can find the Salesforce_Sync folder under
your contacts directory. Any contacts that have synced from Salesforce to your email application
are in Salesforce_Sync. Don’t rename, move, or delete the Salesforce_Sync folder,
or syncing between Salesforce and your email application stops.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
1. Ask your administrator which direction you’re set up to sync.
• If you’re set up to sync from Salesforce to your email application only, syncing is already in
progress, and you don’t have to do anything else. Soon you can access your Salesforce
contacts directly from your email application.
• If you’re set up to sync from your email to Salesforce or to sync both ways, it’s time to move
the contacts that you want to sync into the Salesforce_Sync folder.
2. In your email application, select the contacts you want to sync. You can select multiple contacts
at a time.
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To sync contacts both ways:
• Read and Edit on
contacts, and Read on
accounts, AND contact
sync direction set to Sync
both ways in Lightning
Sync configurations
To sync contacts from
Salesforce to Exchange:
• Read on contacts, AND
contact sync direction set
to Salesforce to
Exchange in Lightning
Sync configurations
To sync contacts from
Exchange to Salesforce:
• Create on contacts, AND
contact sync direction set
to Exchange to
Salesforce in Lightning
Sync configurations
3. Move—do not copy—your selected contacts to the folder Salesforce_Sync. If you copy
your contacts, you get duplicates, which are a hassle!
The contacts you move to the Salesforce_Sync folder begin to sync every few minutes. If you move numerous contacts to
Salesforce_Sync, your first sync can take some time.
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See the Big Picture for Setting Up Lightning Sync for Google
Salesforce admins can set up Lightning Sync so reps can sync contacts and events between your
company’s G Suite account and Salesforce. Salesforce admins and IT pros complete several steps,
both from your company’s G Suite account and from Salesforce.
Complete these steps to set up Lightning Sync for Google.
1. Learn About Lightning Sync for Google Features
Keep contacts and events in sync between your Google applications and Salesforce. Lightning
Sync for Google requires a G Suite account.
2. Prepare Your G Suite Account for Lightning Sync
The IT pros or Google administrator at your company can prepare Google servers to communicate
with Salesforce. Your Google admin can complete these steps by logging in to your company’s
Google API Console and Google Admin Console.
3. Prepare Salesforce for Lightning Sync for Google
After an IT pro or Google administrator has prepared your Google for Work account for Lightning
Sync, complete the necessary steps to prepare Salesforce, too. From Salesforce, first register the
Google API site. Then, select settings to connect the applications using OAuth 2.0 for Google.
4. Run the Lightning Sync Connection Test for Google Users
Run the Lightning Sync connection test to confirm whether you and your IT pros have set up
Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing your reps’
items successfully, but suddenly stops.
5. Tell Sales Reps How to Prevent Certain Google Calendar Events from Syncing to Salesforce
Tell your Lightning Sync users how to manage which of their calendar events sync with
Salesforce. We recommend that sales reps prepare events that they don’t want to sync before
you kick off the sync process. However, reps can manage which events sync at anytime.
6. Get Ready to Sync Events with Lightning Sync for Google
Choose which events sync from Google Calendar™ to Salesforce when your Salesforce admin
sets you up to use Lightning Sync for Google.
7. Define Lightning Sync for Google Settings for Reps
After reps prepare their Google Calendar™ events to sync with Salesforce, admins can define
sync settings for groups of reps in Lightning Sync configurations. This step kicks off the sync
process for reps, and determines how their contacts and events sync between the two systems.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To prepare your G Suite
account to communicate
with Salesforce:
• The Owner role on your
company’s G Sutie
account, which gives
you administrative
permissions
To access and edit Lightning
Sync Setup
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
8. Get Ready to Sync Contacts with Lightning Sync for Google
Learn how to sync contacts between Google Contacts and Salesforce when you’re set up to use Lightning Sync for Google.
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Sales Productivity
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Learn About Lightning Sync for Google Features
Keep contacts and events in sync between your Google applications and Salesforce. Lightning Sync
for Google requires a G Suite account.
EDITIONS
When you sync contacts and events between your Google applications and Salesforce, you increase
your productivity. That’s because there’s no need to duplicate work between the two applications.
Plus, Lightning Sync syncs items whether you’re working from your desk or from your mobile device
using the Salesforce app.
Available to sync with:
Salesforce Classic, Lightning
Experience, and tbe
Salesforce app
Salesforce admins define reps’ experience by selecting sync settings from Salesforce. For example,
admins can choose whether both contacts and events sync, or whether only contacts or only events
sync. Admins can also decide which direction your items sync: between Salesforce and your Google
account, or just one way. Ask your admin for details.
Available to set up from:
both Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Admins can also decide whether you sync only the events you select. In that case, you choose which Google events sync using Lightning
for Gmail. Lightning for Gmail is a Google integration product that lets you experience Salesforce features directly from Google applications
like Google Contacts, Gmail™, and Google Calendar™.
Admins can select more settings to define your sync experience. Ask your administer about how you’re set up to sync in these cases:
• Are you syncing private events?
• Are events you delete from your calendar automatically removed from Salesforce?
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead?
Lightning Sync for Google Limitations
Keep in mind that for now, Lightning Sync for Google doesn’t:
• Sync recurring events
• Delete syncing contacts in one action
• Let you edit which Google contact and event fields map to Salesforce contact and events fields
For limitations from user to user, see Lightning Sync Considerations.
SEE ALSO:
Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange
My Unresolved Items
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Sales Productivity
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Prepare Your G Suite Account for Lightning Sync
The IT pros or Google administrator at your company can prepare Google servers to communicate
with Salesforce. Your Google admin can complete these steps by logging in to your company’s
Google API Console and Google Admin Console.
For more support, refer to Google developer documentation.
1. Complete these steps from Google API Console.
a. Create a Google project dedicated to Lightning Sync.
b. From the new project, to set up reps to sync events, enable Google Calendar™ API.
c. From the new project, to set up reps to sync contacts, enable Google Contacts API.
d. Create credentials for a service account with the role Project Owner and the key type
JSON.
e. Enable Domain-Wide Delegation for the service account. Doing so generates a
Client ID (also known as Client name) for the service account, which you need later.
f. Save the JSON private key from your service account in a secure location and share it with
your Salesforce admin. (But only your Salesforce admin.)
Important: Let’s consider your private key the “key to the Google Calendar castle.”
People in possession of the key have access to your company’s Google account.
Therefore, only share the key with team members who need it, and share it via secure
pathways. For example, emailing your key probably isn’t a good idea.
2. Complete these steps from Google Admin Console.
a. Navigate to your security settings, select the advanced section, and click Manage API client
access.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To prepare your G Suite
account to communicate
with Salesforce:
• The Owner role on your
company’s G Suite
account, which gives
you administrative
permissions
b. Authorize read-write calendar access for the service account. Enter the service account
Client ID (also known as Client name) that you generated in Google API Console. Enter the
scope: https://www.googleapis.com/auth/calendar
If you like, you can authorize other scopes, but this scope is required.
Tip: If you didn’t retain your Client ID (also known as Client name) from Google API Console, you can locate it within your
service account private key.
c. Authorize read-only contact scope for the service account by entering the service account Client ID (also known as Client name)
you generated in Google API Console. Enter these scopes:
https://www.googleapis.com/auth/contacts.readonly and https://www.google.com/m8/feeds
If you like, you can authorize other scopes, but this scope is required.
When you’re finished, Salesforce admins can take the next steps by preparing Salesforce for Lightning Sync.
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Prepare Salesforce for Lightning Sync for Google
After an IT pro or Google administrator has prepared your Google for Work account for Lightning
Sync, complete the necessary steps to prepare Salesforce, too. From Salesforce, first register the
Google API site. Then, select settings to connect the applications using OAuth 2.0 for Google.
Before preparing Salesforce for Lightning Sync, make sure that you’ve taken the necessary steps to
prepare your company’s Google for Work account to communicate with Salesforce.
1. From Setup, Register a new remote site for https://www.googleapis.com. Don’t
disable protocol security for the site, or Salesforce can’t connect with Google.
2. From Setup, enter Sync in the Quick Find box, then select Lightning for Gmail and
Sync.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
5. Select OAuth 2.0 as your preferred connection method.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
6. Upload the private key for your Google service account. Your Google admin generated the key
when setting up the service account for Lightning Sync.
USER PERMISSIONS
3. Select Let users sync contacts, events, or both between Google and Salesforce to enable
Lightning Sync.
4. Click Let users sync contacts, events, or both between Google and Salesforce to see
additional setup steps.
Important: Let’s consider your private key the “key to the Google Calendar castle.” People
in possession of the key have access to your company’s Google account. Therefore, only
share the key with team members who need it, and share it via secure pathways. For
example, emailing your key probably isn’t a good idea.
When you’re finished, run the Lightning Sync connection test to make sure that you’ve set up your
connection correctly.
77
To access and edit Lightning
Sync Setup
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
Run the Lightning Sync Connection Test for Google Users
Run the Lightning Sync connection test to confirm whether you and your IT pros have set up
Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing your reps’
items successfully, but suddenly stops.
After taking the necessary steps to prepare your G Suite account and Salesforce to sync, you’re
ready to run the Lightning Sync connection test.
The Lightning Sync connection test checks several points of connectivity between Salesforce and
your email server. When the test is complete, it provides a summary describing your connection
status.
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Gmail and
Sync.
2. Click Let users sync contacts, events, or both between Google and Salesforce to see
additional setup steps.
3. Under Test your connection, provide the email address for one of the reps you’ve set up to sync
on your email server.
4. Click Test.
Lightning Sync checks the connection between Salesforce and your email server and summarizes
your connection status.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To run the connection test:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Tell Sales Reps How to Prevent Certain Google Calendar Events from Syncing to Salesforce
Tell your Lightning Sync users how to manage which of their calendar events sync with Salesforce.
We recommend that sales reps prepare events that they don’t want to sync before you kick off the
sync process. However, reps can manage which events sync at anytime.
Reps can prevent some of their calendar events —like personal events—from syncing to Salesforce.
Later in the setup process, admins have to define reps’ sync settings in Lightning Sync configurations.
If admins define sync settings for events, all events from a rep’s default calendar sync to
Salesforce—unless admins tell reps to manage those events now.
Reps can prevent personal events from syncing from their calendars to Salesforce in different ways.
• Reps can create a separate calendar in their calendar application to track personal events.
(Lightning Sync is designed to sync only a reps’ default calendar to Salesforce.)
• When admins define sync settings in Lightning Sync configurations, admins choose whether
to sync reps’ private events. If admins opt not to sync private events, reps can prevent events
from syncing by assigning the private option to events from their calendar applications.
If reps don’t manage their personal events before syncing begins, reps can still remove those events
from Salesforce by deleting personal events Salesforce manually.
78
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
Get Ready to Sync Events with Lightning Sync for Google
Choose which events sync from Google Calendar™ to Salesforce when your Salesforce admin sets
you up to use Lightning Sync for Google.
If your administrator has set up Lightning Sync for Google, your events sync automatically from
Google Calendar to Salesforce. Events sync from your calendar to Salesforce every few minutes. If
you’ve got many events, your first sync could take some time.
To understand how to manage your events, ask your admin whether you’re set up to sync events
in one direction or in both directions. Also ask whether you’re set up to sync private events.
Manage Events Syncing in One Direction
Create and edit events that you want to sync from Google Calendar.
Manage Events Syncing in Both Directions
To make sure your events stay in sync, create and edit events from Google Calendar, Lightning
Experience, or the Salesforce app. Events created or edited from Salesforce Classic don’t sync with
Google.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Prevent Personal Events from Syncing
You can prevent personal events from syncing with Salesforce in different ways.
• Track your personal events on a separate calendar in your calendar application. Lightning Sync is designed to sync only your primary
Google Calendar to Salesforce.
• Ask your admin if your sync configuration is set up to sync private events. If you’re not syncing private events, you can assign your
personal events with the Private option from Google calendar, and those events don’t sync with Salesforce.
It’s best if you manage the events you don’t want to sync before your administrator initiates sync for the first time. If your events begin
syncing before you manage them, you can still remove them from Salesforce by deleting them manually.
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Define Lightning Sync for Google Settings for Reps
After reps prepare their Google Calendar™ events to sync with Salesforce, admins can define sync
settings for groups of reps in Lightning Sync configurations. This step kicks off the sync process for
reps, and determines how their contacts and events sync between the two systems.
Before admins roll out Lightning Sync to reps, admins can familiarize themselves with our Lightning
Sync Considerations. There’s potential for Lightning Sync to overwrite data or sync data between
Salesforce orgs unless admins are considerate about how they roll out the product.
Defining sync settings lets admins define how their reps sync. Admins can decide:
• Which reps sync
• Whether contacts, events, or both items sync
• Which direction items sync
• To create filters to limit certain contacts or events from syncing
• Whether reps' private events sync
• Whether reps sync all events or only events that reps relate to Salesforce records using Lightning
for Gmail
• Whether events reps delete in their Google Calendars are automatically removed from Salesforce
too
• Whether important events are automatically related to the appropriate Salesforce contacts or
lead
We recommend that reps prepare their Google Calendar events to sync with Salesforce before
admins define sync settings. It’s easier for reps to manage events before sync starts than to remove
syncing items from Salesforce later. Reps don’t have to prepare their contacts. Reps manage which
Google contacts sync after you save their Lightning Sync configurations and kick off the sync process.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To access Lightning Sync
setup:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Follow these steps to define your reps’ Lightning Sync for Google settings.
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Gmail and Sync.
2. Click Let users sync contacts, events, or both between Google and Salesforce to see additional setup steps.
3. From the Set Sync Settings and Check Status section, click New Config.
4. Click New Lightning Sync Configuration.
5. Enter the name of the configuration. For example, if you’re creating a configuration for reps in a particular region, enter a unique
name, and then select Active.
6. Assign reps and profiles to this configuration.
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Sales Productivity
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7. Indicate the sync direction for your reps’ contacts or person accounts, and select your preferred matching behavior.
8. Indicate the sync direction for reps’ events.
9. Indicate whether you want all Google events to sync to Salesforce, or only the events that reps select. If you set up reps to select
events, events reps relate to Salesforce from Lightning for Gmail start syncing from Google Calendar to Salesforce. To finish setting
up that option, you’re required to enable Lightning for Gmail, and your users are required to complete Lightning for Gmail setup.
10. Click Save.
11. Set filters to specify the contacts reps can sync from Salesforce to Google. You are required to set filters based on your reps’ record
ownership. Choose whether you want to:
• Limit contacts that users sync to only what reps own, choose Selected Contacts, and then select User’s Records. Make sure
that you select both of these settings together, or no contacts sync for users in this configuration.
• Let reps sync all contacts they can see in Salesforce, choose All Contacts.
Set more sync filters, if you wish. For example, to prevent contacts from outside your reps’ territories from syncing, create sync filters
for specific fields on reps’ contact records.
12. Select Sync private events to sync events your reps have marked as private in their Google Calendar.
13. Select Delete synced events to let reps delete Google events and Salesforce events
14. Select Automatically relate Google events to Salesforce records to relate important events to the
appropriate Salesforce contacts or lead automatically.
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15. Specify the specific events reps can sync from Google to Salesforce. Enter a filter in the Greater or equal to field. Doing
so limits the events reps can sync to these time frames.
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m. Learn more on page 55 about why this selection
is recommended in certain scenarios.
• LAST MONTH—Syncs events that ended on or after the first day of last month.
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago, such as LAST 30 DAYS. You can
sync events that ended up to 180 days ago.
16. Click Save.
Syncing has begun for reps in this Lightning Sync configuration.
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Get Ready to Sync Contacts with Lightning Sync for Google
Learn how to sync contacts between Google Contacts and Salesforce when you’re set up to use
Lightning Sync for Google.
EDITIONS
After your Salesforce admin initiates contacts sync for you, Lightning Sync creates a group in Google
Contacts called Salesforce Sync. Any contacts that have synced from Salesforce to Google
are found in the Salesforce Sync group. Gmail™ accesses those contacts automatically
when you attempt to email or chat with those contacts. Or if you;re set up to sync from Google
Contacts to Salesforce, you can add Google Contacts to the Salesforce Sync group, and Lightning
Sync starts syncing the contact with Salesforce during the next sync cycle.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Don’t rename, move, or delete the Salesforce Sync group, or syncing between Salesforce
and Google Contacts could stop.
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To sync contacts both ways:
• Read and Edit on
contacts, and Read on
accounts, AND contact
sync direction set to Sync
both ways in Lightning
Sync configurations
To sync contacts from
Salesforce to Google:
• Read on contacts, AND
contact sync direction set
to Salesforce to Google
in Lightning Sync
configurations
To sync contacts from
Google to Salesforce:
• Create on contacts, AND
contact sync direction set
to Google to Salesforce
in Lightning Sync
configurations
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Manage Lightning Sync Users
After you’ve set up Lightning Sync, manage how your sales reps experience the feature and assist
users in troubleshooting problems.
Assign Reps to Lightning Sync Configurations
After setting up Lightning Sync, Salesforce admins can assign reps to a Lightning Sync
configuration to get contacts or events to sync between reps’ calendar applications and
Salesforce. Admins can assign individual reps or user profiles to add multiple users to
configurations.
Fix Sync Issues for Lightning Sync Users
If an Lightning Sync user has trouble syncing between your email server and Salesforce, you
can troubleshoot sync issues by checking your users’ sync statuses or running a Lightning Sync
error report. If you find a sync issue that a user can’t overcome, then you can reset that user’s
sync process for them.
84
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Sales Productivity
Lightning Sync
Assign Reps to Lightning Sync Configurations
After setting up Lightning Sync, Salesforce admins can assign reps to a Lightning Sync configuration
to get contacts or events to sync between reps’ calendar applications and Salesforce. Admins can
assign individual reps or user profiles to add multiple users to configurations.
Before admins assing reps to Lightning Sync configurations, consider how that rep’s records sync
if they’re already mentioned in another configuration:
• If you assign an individual user to two Lightning Sync configurations, the user is removed from
the first configuration automatically and assigned to the new one.
• If you assign a user to two Lightning Sync configurations as both an individual user and as part
of a profile, the user is not removed from either configuration, but the user’s records will sync
according to the configuration that lists the user individually.
• If you assign a user to one Lightning Sync configuration and one configuration, the user is not
removed from either configuration, but the user’s records will sync according to the Lightning
Sync configuration.
Users observe the assignments you’ve created, added, or removed the next time Lightning Sync
runs a sync cycle.
To assign a user to a Lightning Sync configuration,
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
1. From Setup, enter Lightning Sync Configurations in the Quick Find box,
then select Lightning Sync Configurations.
2. If you’re modifying a Lightning Sync configuration, click Edit next to the one that you want to
modify. Otherwise, click New Lightning Sync Configuration, and then complete the required
fields.
3. In the Assign Users and Profiles section, select either Profiles or Users in the Search
drop-down list.
4. If you don’t see the member you want to add, enter keywords in the search box and click Find.
5. Select members from the Available Members box, and click Add to add them to the group. If
all available users are assigned to this configuration, the Users list is empty and you can only
assign profiles.
6. To remove members, select those members and click Remove.
7. Click Save.
SEE ALSO:
How Lightning Sync Manages Sync Conflicts with Salesforce for Outlook
Considerations for Companies With Multiple Salesforce Organizations
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To view Lightning Sync
configurations
• View Setup and
Configuration
To create, edit, or delete
Lightning Sync
configurations:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
Fix Sync Issues for Lightning Sync Users
If an Lightning Sync user has trouble syncing between your email server and Salesforce, you can
troubleshoot sync issues by checking your users’ sync statuses or running a Lightning Sync error
report. If you find a sync issue that a user can’t overcome, then you can reset that user’s sync process
for them.
Check Lightning Sync Users’ Sync Statuses
If Lightning Sync users can’t sync, Salesforce admins can check their individual sync
statuses—and the sync status of Lightning Sync setup—to troubleshoot the problem.
Build and Run a Lightning Sync Error Report
If Lightning Sync users can’t sync, Salesforce admins can build and run an error report to discover
what’s causing sync to fail and for which users. The report details provide suggestions to help
you troubleshoot sync issues.
Reset Sync for Lightning Sync Users
If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can
reset that rep’s sync process. Resetting sync clears out and then restores the connections
between a rep’s email and calendar applications and Salesforce records. Resetting the sync
process doesn’t affect information stored in those records.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Test the Connection Between Your Server and Salesforce
Salesforce Admins setting up Lightning Sync for Microsoft® Exchange should run both the Lightning Sync connection test and the
Microsoft Remote Connectivity Analyzer to test their connectivity between their servers and Salesforce. The tests differ slightly, so
running both gives admins more information about the connection status. Admins setting up Lightning Sync for Google need only
run the Lightning Sync connection test.
Lightning Sync for Microsoft® Exchange Statuses
Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address Lightning Sync errors that appear on
the Lightning Sync status page in Salesforce.
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Sales Productivity
Lightning Sync
Check Lightning Sync Users’ Sync Statuses
If Lightning Sync users can’t sync, Salesforce admins can check their individual sync statuses—and
the sync status of Lightning Sync setup—to troubleshoot the problem.
EDITIONS
1. From Setup, enter Sync in the Quick Find box, then select Lightning for Gmail and
Sync or Lightning for Outlook and Sync, depending on which product you use.
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
2. Click Let users sync contacts, events, or both between Google and Salesforce to see
additional setup steps.
3. From the Set Sync Settings and Check Status section, click Check.
4. Type the name of the user whose sync status you’d like to check, and click Check Status.
The sync status for that user is displayed.
In some cases, admins may need to reset sync for a user.
If you need help interpreting sync statuses, or need recommendations on correcting sync issues,
check out Lightning Sync for Microsoft® Exchange Statuses.
SEE ALSO:
Build and Run a Lightning Sync Error Report
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
Reset Sync for Lightning Sync Users
To access Lightning Sync
statuses:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
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Sales Productivity
Lightning Sync
Build and Run a Lightning Sync Error Report
If Lightning Sync users can’t sync, Salesforce admins can build and run an error report to discover
what’s causing sync to fail and for which users. The report details provide suggestions to help you
troubleshoot sync issues.
First, you create a custom report type using a Lightning Sync Error Report custom object we’ve set
up for you in Salesforce. Then create a Lightning Sync error report. Finally, run your report to help
your users fix those pesky sync errors they’re experiencing.
1. Create a custom report type. Set the Primary Object to Lightning Sync Error.
2. Create your Lightning Sync error report. From the Reports tab, click New Report. Set the
Report Type to the Lightning Sync report type you created in step 1, and click Create.
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
If the report couldn’t identify any errors, but users still can’t sync, contact Salesforce.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
SEE ALSO:
USER PERMISSIONS
3. Save and run your Lightning Sync error report. From the unsaved report, click Save, complete
the required fields, and click Save and Run Report.
Salesforce generates a list of errors sync errors found in your organization, or displays “Grand
Totals (0 records)” if the report couldn’t identify any sync errors.
Lightning Sync for Microsoft® Exchange Statuses
To create or update custom
report types:
• Manage Custom Report
Types
To create, edit, and delete
reports:
• Create and Customize
Reports AND Report
Builder
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Sales Productivity
Lightning Sync
Reset Sync for Lightning Sync Users
If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can reset
that rep’s sync process. Resetting sync clears out and then restores the connections between a rep’s
email and calendar applications and Salesforce records. Resetting the sync process doesn’t affect
information stored in those records.
1. If set up to sync contacts using Lightning Sync for Microsoft Exchange, make sure that the reps’
Salesforce_Sync folder contains only contacts the rep wants to sync with Salesforce.
Lightning Sync for Google users can ignore this step.
2. If set up to sync events, make sure that events that the rep doesn’t want to sync are managed
from the rep’s calendar application.
3. From Salesforce Setup, enter Lightning Sync Status in the Quick Find box,
then select Lightning Sync Status.
4. Type a rep’s name, and click Reset Sync.
During the next sync cycle, Lightning Sync:
• Syncs all contacts between the rep’s Salesforce_Sync folder (Microsoft Exchange)
or Salesforce Sync group (Google Contacts) and Salesforce. Lightning Sync excludes
contacts that fall outside of the filters you set in the rep’s sync configuration.
• Syncs all events from the rep’s calendar application to Salesforce. Lightning Sync excludes
events that fall outside of the filters you set in the rep’s sync configuration, or events that
the rep prevented from syncing.
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EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
USER PERMISSIONS
To access rest sync:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Sales Productivity
Lightning Sync
Test the Connection Between Your Server and Salesforce
Salesforce Admins setting up Lightning Sync for Microsoft® Exchange should run both the Lightning
Sync connection test and the Microsoft Remote Connectivity Analyzer to test their connectivity
between their servers and Salesforce. The tests differ slightly, so running both gives admins more
information about the connection status. Admins setting up Lightning Sync for Google need only
run the Lightning Sync connection test.
Test your connection status to confirm whether you and your IT pros have set up Lightning Sync
successfully. Or, run the connection tests if Lightning Sync was syncing successfully, but syncing
suddenly stops for all reps in your Salesforce organization.
Note: The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test
check general connectivity between your email server and your Salesforce organization. If
you want to test connectivity for only one (or a few) of your reps, check their sync statuses
from Lightning Sync Status in Setup.
• Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
• Run the Lightning Sync Connection Test for Microsoft® Exchange Users
EDITIONS
Available to sync with:
Salesforce Classic, Lightning
Experience, and the
Salesforce app
Available to set up from:
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
• Run the Lightning Sync Connection Test for Google Users
USER PERMISSIONS
To get the necessary
parameters to run the
Microsoft Remote
Connectivity Analyzer:
• Administrative access to
your company’s
Microsoft® Exchange
server
To run the Lightning Sync
connection test:
• Customize Application
AND Manage Users
AND Manage Lightning
Sync
Lightning Sync for Microsoft® Exchange Statuses
Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address
Lightning Sync errors that appear on the Lightning Sync status page in Salesforce.
EDITIONS
Available in: Salesforce
Classic
System Statuses
Table 1: Configuration Setup Statuses
If
Provides this status
This status means that
Microsoft Exchange service
account provided:
Your Service Account You’ve saved your service
account credentials in
User Name
Salesforce, and Lightning Sync
has recognized a valid service
account. This status doesn’t
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Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
If
Lightning Sync
Provides this status
This status means that
necessarily mean that the service account
is set up to sync using Lightning Sync. If you
continue to have sync errors, we
recommend that you use Microsoft®’s
Remote Connectivity Analyzer tool to test
your connection and troubleshoot setup
issues.
Lightning for Outlook enabled:
None
Lightning Sync couldn’t save your service
account credentials. Verify that you’ve
provided the correct service account ID and
password and that you’ve set up a valid
service account in Microsoft Exchange.
Yes
You’ve enabled Lightning for Outlook in
Setup. If you’ve set up sales reps to select
which Microsoft events sync to Salesforce,
reps select events using Lightning for
Outlook.
No
You haven’t enabled Lightning for Outlook
in Setup. If you’ve set up sales reps to select
which Microsoft events sync to Salesforce,
reps can’t select events until you’ve enabled
Lightning for Outlook.
Salesforce recognizes Microsoft Exchange
service account:
Lightning Sync recognizes the service
account that you provided. This status
doesn’t necessarily mean that the service
account is set up to sync using Lightning
Sync. If you continue to see sync errors, we
recommend that you use Microsoft®’s
Remote Connectivity Analyzer tool to test
your connection and troubleshoot setup
issues.
Lightning Sync couldn’t recognize the
service account that you provided. Check
to make sure that you’ve set up a valid
service account in Microsoft Exchange.
Users with linked Microsoft Exchange and
Salesforce email addresses:
The expected number of Lightning Sync
users
All of your users’ Microsoft Exchange email
addresses have mapped correctly to the
corresponding Salesforce email addresses.
An unexpected number of Lightning Sync Some of your users’ Microsoft Exchange
users
email addresses have not mapped correctly
to the corresponding Salesforce email
addresses. Compare your users’ addresses
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Sales Productivity
If
Lightning Sync
Provides this status
This status means that
in Exchange and Salesforce to verify that
they match.
0
None of your users’ Microsoft Exchange
email addresses has mapped to its
corresponding Salesforce email addresses.
Contact Salesforce Customer Support.
Table 2: Contacts Statuses
If
Provides this status
This status means that
Last sync activity:
A contact sync time within the last few
minutes
Your organization last synced contacts with
Lightning Sync on this date, at this time. In
general, Lightning Sync is syncing records
as expected. If you see this status and
individual users still report that contacts are
not syncing as expected, check your
Exchange server or Lightning Sync
configurations for settings related to those
particular users.
A contact sync time within a few hours
Your organization last synced contacts on
this date, at this time. It’s possible you
recently set up Lightning Sync, because the
initial contacts sync might take up to several
hours to complete. If you haven’t initiated
contacts sync for your organization for the
first time, this status might indicate a
problem with contacts sync in your
organization. Monitor the last sync activity
over the next 24 hours to see if syncing
resumes.
A contact sync time on a past date
Your organization last synced contacts on
this date, at this time. If your organization
doesn’t sync again within 24 hours, verify
that you provided the correct Exchange
service account credentials, that Salesforce
recognized your service account, and that
you’ve used Microsoft’s Remote
Connectivity Analyzer to verify that your
Exchange server can communicate with
Lightning Sync. If the analyzer shows that
your connection is working, contact
Salesforce Customer Support.
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Sales Productivity
Lightning Sync
If
Provides this status
Records synced in last 60 minutes:
The number of contacts that were synced Within the last 60 minutes, your
in your organization in the last 60 minutes organization last synced this number of
contacts.
0
Records synced in last 24 hours:
This status means that
Your organization hasn’t synced any
contacts within the last 60 minutes. Monitor
record sync activity over the next 24 hours
to see if sync resumes. If sync doesn’t
resume, use Microsoft’s Remote
Connectivity Analyzer to verify that your
Exchange server can communicate with
Lightning Sync. If the analyzer shows that
your connection is working, contact
Salesforce Customer Support.
The number of contacts that were synced Within the last 24 hours, your organization
in your organization over the last 24 hours synced this number of contacts.
0
Your organization hasn’t synced any
contacts within the last 60 minutes. Use
Microsoft’s Remote Connectivity Analyzer
to verify that your Exchange server can
communicate with Lightning Sync. If the
analyzer shows that your connection is
working, contact Salesforce Customer
Support.
Table 3: Events Statuses
If
Provides this status
This status means that
Last sync activity:
An event sync time within the last few
minutes
Your organization last synced events with
Lightning Sync on this date, at this time. In
general, Lightning Sync is syncing records
as expected. If you see this status and
individual users still report that events are
not syncing as expected, check your
Exchange server or Lightning Sync
configurations for settings related to those
particular users.
An event sync time within a few hours
Your organization last synced events on this
date, at this time. You might have recently
set up Lightning Sync, because the initial
events sync might take up to several hours
to complete. If you haven’t initiated events
sync for your organization for the first time,
this status might indicate a problem with
events sync in your organization. Monitor
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Sales Productivity
If
Lightning Sync
Provides this status
This status means that
the last sync activity over the next 24 hours
to see if syncing resumes.
An event sync time on a past date
Records synced in last 60 minutes:
Records synced in last 24 hours:
Your organization last synced events on this
date, at this time. If your organization
doesn’t sync again within 24 hours or
longer, verify that you provided the correct
Exchange service account credentials, that
Salesforce recognized your service account,
and that you’ve used Microsoft’s Remote
Connectivity Analyzer to verify that your
Exchange server can communicate with
Lightning Sync. If the analyzer shows that
your connection is working, contact
Salesforce Customer Support.
The number of events that were synced in Within the last 60 minutes, your
your organization in the last 60 minutes
organization last synced this number of
events.
0
Your organization hasn’t synced any events
within the last 60 minutes. Monitor record
sync activity over the next 24 hours to see
if syncing resumes. If syncing doesn’t
resume, use Microsoft’s Remote
Connectivity Analyzer to verify that your
Exchange server can communicate with
Lightning Sync. If the analyzer shows that
your connection is working, contact
Salesforce Customer Support.
The number of contacts that were synced
in your organization in the last 24 hours
Within the last 24 hours, your organization
synced this number of contacts.
0
Your organization hasn’t synced any events
within the last 60 minutes. Use Microsoft’s
Remote Connectivity Analyzer to verify that
your Exchange server can communicate
with Lightning Sync. If the analyzer shows
that your connection is working, contact
Salesforce Customer Support.
User Statuses
Table 4: Configuration Setup Statuses
If
Provides this status
User assigned to active Exchange
configuration:
This status means that
This user is set up to sync in an active
Lightning Sync configuration.
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Sales Productivity
If
Lightning Sync
Provides this status
This status means that
This user isn’t set up to sync in an active
Lightning Sync configuration.
User mailbox is running on supported
version of Microsoft Exchange:
Lightning Sync supports this user’s version
of Microsoft Exchange.
Lightning Sync doesn’t support this user’s
version of Microsoft Exchange.
User recognized by Exchange service
account:
This user is represented by the service
account that you’ve set up in Exchange, and
Lightning Sync can communicate with your
Exchange service account.
This user isn’t represented by the service
account that you’ve set up in Exchange, or
Lightning Sync can’t communicate with the
Exchange service account that you provided.
Check your Exchange service account setup
to verify that you’ve set up a valid service
account and that it accurately represents
this user.
User’s reset sync status:
User set up Lightning for Outlook:
Marked for reset
You’ve reset this user for sync, but the reset
hasn’t started. Your reset request is in the
system queue and will be completed when
the system is available.
Reset in progress
The reset sync process is in progress. When
reset is complete, “User’s reset sync status”
is no longer displayed on this page.
Yes
This sales reps has set up Lightning for
Outlook. If you’ve set up reps to select which
Microsoft events sync to Salesforce, reps
select events using Lightning for Outlook.
No
This sales rep hasn’t set up Lightning for
Outlook. If you’ve set up reps to select which
Microsoft events sync to Salesforce, reps
can’t select events until they’ve set up
Lightning for Outlook.
Table 5: Contacts Statuses
If
Provides this status
Salesforce_Sync folder found:
This status means that
The Salesforce_Sync folder was found in this
user’s email account under the Contacts
directory.
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Sales Productivity
If
Lightning Sync
Provides this status
This status means that
Lightning Sync can’t find the
Salesforce_Sync folder on your Exchange
server or can’t create it automatically for this
user. You can create the folder
Salesforce_Sync for this user as a
subdirectory under the Contacts directory
in this user’s email account.
Salesforce and Exchange email addresses
linked:
This user’s Microsoft Exchange email address
has mapped to the user’s Salesforce email
address correctly.
This user’s Microsoft Exchange email address
hasn’t mapped to the user’s Salesforce email
address correctly. Reset sync for this user.
Salesforce to Exchange sync status:
Exchange to Salesforce sync status:
Not started
This user’s contacts hasn’t started syncing
from Salesforce to Exchange.
Initial sync in progress
This user’s contacts are syncing from
Salesforce to Exchange for the first time. This
initial sync might take several hours.
Initial sync completed
This user’s contacts have completed syncing
from Salesforce to Exchange for the first
time.
Sync in progress
This user’s contacts are syncing from
Salesforce to Exchange right now.
In sync
This user’s contacts have completed syncing
from Salesforce to Exchange.
Exchange configuration not set to sync
This user isn’t set up to sync contacts from
Salesforce to Exchange in an active
Lightning Sync configuration.
Not started
This user’s contacts have not started syncing
from Exchange to Salesforce yet.
Initial sync in progress
This user’s contacts are syncing from
Exchange to Salesforce for the first time. This
initial sync might take several hours.
Initial sync completed
This user’s contacts have completed syncing
from Exchange to Salesforce for the first
time.
Sync in progress
This user’s contacts are syncing from
Exchange to Salesforce.
In sync
This user’s contacts have completed syncing
from Exchange Salesforce.
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Sales Productivity
If
Records in sync
Lightning Sync
Provides this status
This status means that
Exchange configuration not set to sync
This user isn’t set up to sync contacts from
Exchange to Salesforce in an active
Lightning Sync configuration.
The number of contacts that are syncing for This user has this number of contacts
this user
syncing between Exchange and Salesforce.
If this user’s contacts are syncing as
expected, this number matches the number
of contacts in this user’s Salesforce_Sync
folder.
Table 6: Event Statuses
If
Provides this status
Calendar folder found:
This status means that
The calendar folder was found in this user’s
email account.
Lightning Sync can’t find the user’s calendar
folder on your Exchange server.
Salesforce and Exchange email addresses
linked:
This user’s Microsoft Exchange email address
has mapped to the user’s Salesforce email
address correctly.
This user’s Microsoft Exchange email address
hasn’t mapped to the user’s Salesforce email
address correctly. Reset sync for this user.
Salesforce to Exchange sync status:
Exchange to Salesforce sync status:
Not started
This user’s events haven’t started syncing
from Salesforce to Exchange.
Initial sync in progress
This user’s events are syncing from
Salesforce to Exchange for the first time. This
initial sync might take several hours.
Initial sync completed
This user’s events have completed syncing
from Salesforce to Exchange for the first
time.
Sync in progress
This user’s events are syncing from
Salesforce to Exchange right now.
In sync
This user’s events have completed syncing
from Salesforce to Exchange.
Exchange configuration not set to sync
This user isn’t set up to sync events from
Salesforce to Exchange in an active
Lightning Sync configuration.
Not started
This user’s events haven’t started syncing
from Exchange to Salesforce.
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Sales Productivity
If
Records in sync
Lightning for Gmail
Provides this status
This status means that
Initial sync in progress
This user’s events are syncing from
Exchange to Salesforce for the first time. This
initial sync might take several hours.
Initial sync completed
This user’s events have completed syncing
from Exchange to Salesforce for the first
time.
Sync in progress
This user’s events are syncing from
Exchange to Salesforce.
In sync
This user’s events have completed syncing
from Exchange Salesforce.
Exchange configuration not set to sync
This user isn’t set up to sync events from
Exchange to Salesforce in an active
Lightning Sync configuration.
The number of events that are syncing for
this user
This user has this number of events syncing
from Exchange to Salesforce. If this user
reports difficulty syncing only some events,
verify that the user is set up to sync events
as expected in the user’s Lightning Sync
configuration and that the user didn’t assign
the private option to the event. Also
remember that at this time, Lightning Sync
doesn’t sync recurring events or invitees on
events.
Lightning for Gmail
Get visibility into Salesforce content right where you work, so you can efficiently manage your sales
pipeline and close deals faster—directly from Gmail™. Lightning for Gmail—the email integration
for Gmail users—gives you a quick view of your sales-related records without making you switch
between Salesforce and Gmail.
After your administrator enables Lightning for Gmail, you complete one-time procedures to get
your Salesforce content to appear in your email application.
Then you can:
• View and relate Salesforce contacts, leads, accounts, opportunities, and cases relevant to the
Gmail messages you received or sent (1).
• Create new Salesforce records, including custom objects from the Action Publisher.
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EDITIONS
Available in Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Lightning for Gmail
• Search for custom object records and create a Salesforce record using actions available to you. With the inline editing feature, you
can also modify records without leaving Gmail
. )2(
• Drill down for more details on a Salesforce record right from Lightning for Gmail. In addition to a record’s detail page, you get to see
its Chatter feed, activity timeline, and related lists.
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Sales Productivity
Lightning for Gmail
• View and relate Google calendar events to Salesforce records.
Get Started with Lightning for Gmail
Set Up Sales Reps to Experience Salesforce from Gmail™
Help your sales teams see, create, and modify Salesforce records directly in Gmail.
Customize Lightning for Gmail for Your Sales Reps
Help your Lightning for Gmail users get more done by customizing the Salesforce content they see and work with from Gmail™.
100
Sales Productivity
Lightning for Gmail
Set Up Sales Reps to Experience Salesforce from Gmail™
Help your sales teams see, create, and modify Salesforce records directly in Gmail.
Important: Before you let your sales teams experience Lightning for Gmail, verify that
Enhanced Email is enabled for your organization.
After getting access to Enhanced Email for Lightning for Gmail, complete these steps to enable
Lightning for Gmail for your sales teams.
EDITIONS
Available to manage from
Salesforce Classic and
Lightning Experience
2. Enable and expand Let users access Salesforce records from Gmail.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
3. To let reps relate emails to relevant Salesforce records, enable Enhanced Email with Lightning
for Gmail.
USER PERMISSIONS
1. From Salesforce Setup, enter Lightning for Gmail in the Quick Find box, then
select Lightning for Gmail and Sync.
4. To give sales reps access to global actions in Lightning for Gmail, create new or assign existing
publisher layouts from the Lightning for Gmail Publisher Layouts section. Save your changes.
Next, to begin working with Lightning for Gmail, your sales team members complete their short
setup procedure in Gmail.
To enable Lightning for
Gmail
• Customize Application
Lightning for Gmail System Requirements
Make sure that your system meets these requirements before you set up Lightning for Gmail.
Set Up Lightning for Gmail from Your Gmail™ Account
Sales reps can now see, create, and modify Salesforce records directly in Gmail.
Lightning for Gmail with Enhanced Email
Turn on Enhanced Email with Lightning for Gmail for your reps, so they can relate emails to relevant Salesforce records quickly and
easily.
Lightning for Gmail System Requirements
Make sure that your system meets these requirements before you set up Lightning for Gmail.
For your
You need
Email
G Suite Gmail with a unique email domain in this format:
@yourcompanyname.com.
Browser
Google Chrome™, most recent stable version . Ensure that Block third-party
cookies is disabled in the Content settings.
101
EDITIONS
Available in Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Lightning for Gmail
Set Up Lightning for Gmail from Your Gmail™ Account
Sales reps can now see, create, and modify Salesforce records directly in Gmail.
Before you can begin experiencing Lightning for Gmail, you have to complete these steps to add
Lightning for Gmail to the Chrome browser.
1. In the Chrome Web Store, enter Lightning for Gmail in the Search box, then select
the Lightning for Gmail extension.
2. Click Add to Chrome and confirm Add extension to add it to your Gmail account.
3. After adding Lightning for Gmail to Chrome and navigating to Gmail, enter your Salesforce
credentials in the new pane displayed to the right of the Inbox.
Tip: For better viewing experience, we recommend that you turn off Gmail’s People
widget. For more support, visit Google’s support website and search for keywords
mentioned here.
EDITIONS
Available in Salesforce
Classic and Lightning
Experience
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional,Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Lightning for
Gmail
• Customize Application
Lightning for Gmail with Enhanced Email
Turn on Enhanced Email with Lightning for Gmail for your reps, so they can relate emails to relevant
Salesforce records quickly and easily.
EDITIONS
With Enhanced Email:
Available to manage from
Salesforce Classic and
Lightning Experience
• Reps can relate emails to Salesforce records while composing the emails.
• Reps can relate an email to all relevant contacts, leads, and users with a single click.
• When reps relate an email to a relevant account, opportunity, case, or custom object, all contacts,
leads, and users on the email are automatically related.
• Related emails maintain their rich HTML formatting, so emails have the same look and feel in
Salesforce as they did in Gmail™.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Considerations for Enhanced Email with Lightning for Gmail
Before turning on Enhanced Email for Lightning for Gmail, there are some considerations to think about.
• Sales reps can relate an email to people, including contacts, leads, and Salesforce users who are included on the email recipient list.
• In addition to the email recipients, sales reps can relate an email to one more Salesforce record, such as account, opportunity, case,
or custom object.
• For emails related to a case, sales reps can change the relationship to another case after deleting the original Email Message record
to remove the original relationships.
• For emails related to a lead, sales reps can change the relationship to another lead if that lead is the email’s recipient or sender.
• For emails related to an account, opportunity or a custom object record, sales reps can change the relationship to any other Salesforce
records, except cases.
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Lightning for Gmail
Customize Lightning for Gmail for Your Sales Reps
Help your Lightning for Gmail users get more done by customizing the Salesforce content they see
and work with from Gmail™.
EDITIONS
To customize Lightning for Gmail for your users, first enable custom content for Lightning for Gmail.
Available in Salesforce
Classic and Lightning
Experience
1. From Setup, enter Lightning for Gmail in the Quick Find box, and select
Lightning for Gmail and Sync.
2. Expand Let users access Salesforce records from Gmail.
3. Enable Customize content with App Builder.
4. In Salesforce Classic, click Save.
Now you’re ready to create custom email application panes with the Lightning App Builder.
1. Create Custom Email Application Panes for Lightning for Gmail Users
Choose the Salesforce content that sales reps see from Lightning for Gmail by creating custom
email application panes with the Lightning App Builder.
2. Assign Custom Email Application Panes to Lightning for Gmail Users
To get your reps up and running using custom email application panes for Lightning for Gmail
users, activate the panes and assign them to user profiles.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To customize Lightning for
Gmail and create and save
Lightning pages in the
Lightning App Builder
• Customize Application
To view Lightning pages in
the Lightning App Builder
• View Setup and
Configuration
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Sales Productivity
Lightning for Gmail
Create Custom Email Application Panes for Lightning for Gmail Users
Choose the Salesforce content that sales reps see from Lightning for Gmail by creating custom
email application panes with the Lightning App Builder.
EDITIONS
Create an email application pane and add the standard or custom components you want your
Lightning for Gmail users to see and work with from Gmail™. You can also use components you
find on AppExchange.
Available in Salesforce
Classic and Lightning
Experience
1. Create an email application pane. The steps are different depending on whether you’re working
from Lightning Experience or Salesforce Classic.
Available with Sales Cloud,
Service Cloud, and
Force.com in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• In Lightning Experience:
From Setup, enter Lightning for Gmail in the Quick Find box, and select
Lightning for Gmail and Sync . Expand Let users asccess Salesforce records from
Gmail. Click New under Email Application Panes.
USER PERMISSIONS
• In Salesforce Classic:
From Setup, enter App Builder in the Quick Find box, and select New under
Lightning Pages. Select Email Application Pane. Continue through the wizard. To start
with an empty layout, select the Pane template. To start with a layout that contains standard
components, clone the system default page. Click Finish
2. Drag components onto the pane.
You can drag components up or down to rearrange their order.
3. To view the page properties, add a description, or set a filter for when a component appears,
click the empty area of the canvas.
To customize Lightning for
Gmail and create and save
Lightning pages in the
Lightning App Builder
• Customize Application
To view Lightning pages in
the Lightning App Builder
• View Setup and
Configuration
Tip: Some components make sense when a rep is reading emails or viewing events.
Some components make more sense when a rep is writing emails or editing events. Use
a filter to set if a component appears when the rep is in reading or writing mode.
Components without a filter always appear in the email application pane.
4. Click Save.
To make the email application pane available to Lightning for Gmail users, activate the pane and assign it to user profiles.
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Lightning for Gmail
Assign Custom Email Application Panes to Lightning for Gmail Users
To get your reps up and running using custom email application panes for Lightning for Gmail
users, activate the panes and assign them to user profiles.
EDITIONS
You can set a pane as default for all users, or assign it to specific user profiles.
Available in Salesforce
Classic and Lightning
Experience
Follow these steps to edit pane assignments.
1. Access your email application panes. You complete this step differently depending on whether
you’re working from Lightning Experience or Salesforce Classic.
• In Lightning Experience, from Setup, enter Lightning for Gmail in the Quick
Find box, and select Lightning for Gmail Settings.
• In Salesforce Classic, from Setup, enter App Builder in the Quick Find box, and
select Lightning App Builder Settings.
2. Click Edit for the user profile you want to activate.
Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
3. Click Activation.
Note: From Lightning Experience, you can assign an email application pane to multiple
user profiles by clicking Set Page Assignments.
To customize Lightning for
Gmail, create and save
Lightning Pages in the
Lightning App Builder
• Customize Application
To view Lightning Pages in
the Lightning App Builder
• View Setup and
Configuration
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Sales Productivity
Email Application Publisher Layouts
Email Application Publisher Layouts
Salesforce admins can set up Lightning for Outlook, Lightning for Gmail, or Salesforce for Outlook
users to create accounts, cases, leads, opportunities, and even custom objects directly from their
email applications. Reps create records using actions menus, which you set up from Salesforce.
Your company’s Salesforce edition determines how you set up action menus and whether you can
customize them.
You can set up action menus for reps working from Lightning for Outlook, Lightning for Gmail, and
Salesforce for Outlook.
EDITIONS
Lightning for Outlook,
Lightning for Gmail, and
Salesforce for Outlook are
available from both
Salesforce Classic and
Lightning Experience
Action menus are available
in: All Editions
Customizable email
application action menus
are available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create actions, customize,
and assign email
application action menus:
• Customize Application
Follow these steps to set up action menus for reps to access from their email applications.
To view email application
publisher layouts:
• View Setup and
Configuration
1. Create Quick Actions for Email Application Action Menus.
2. Add actions to the appropriate publisher layout.
• If you’re working from Contact Manager, Group, or Professional Edition, Add Actions to Global Publisher Layout. These actions
are display for all action menus that use the global publisher layout. However, reps see only Create a Record actions
from their email applications.
• If you’re working from Enterprise, Performance, Unlimited, or Developer Edition, you Customize Action Menus for Email Applications
by creating publisher layouts specifically for email applications. You can create multiple layouts to give different reps access to
different actions.
3. Give reps access to their action menus.
• If you’re working from Contact Manager, Group, or Professional Edition, Assign Global Publisher Layouts to User Profiles.
• If you’re working from Enterprise, Performance, Unlimited, or Developer Edition, Assign Email Application Publisher Layouts to
User Profiles.
Create Quick Actions for the Salesforce Side Panel Publisher
Take the first step in preparing your Salesforce for Outlook users to create records directly from the Salesforce Side Panel. You’ll set
up Create a Record global quick actions for each kind of record you want to appear in users’ Side Panel Publisher menus.
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Sales Productivity
Email Application Publisher Layouts
Customize Email Application Action Menus
Take the second step in preparing reps to create records directly from Lightning for Outlook, Lightning for Gmail, or
Salesforce for Outlook. You can create multiple layouts to give different reps access to different actions.
Assign Email Application Publisher Layouts to User Profiles
Enterprise, Performance, Unlimited, and Developer Editions let you customize the action menus for Outlook or Gmail using email
application publisher layouts. After you’ve created the email application publisher layout, give your users access by assigning it to
their user profiles.
SEE ALSO:
View and Work with Salesforce Records from Microsoft® Outlook®
Create Quick Actions for the Salesforce Side Panel Publisher
Take the first step in preparing your Salesforce for Outlook users to create records directly from the
Salesforce Side Panel. You’ll set up Create a Record global quick actions for each kind of
record you want to appear in users’ Side Panel Publisher menus.
The Salesforce Side Panel Publisher is a menu that lets users create accounts, cases, contacts, leads,
opportunities or custom objects records directly from the side panel. You’ll choose which quick
actions appear in users’ side panel publisher menus by creating global Create a Record
actions for each kind of record.
Note: You can use global actions for several types of publisher menus found in Salesforce,
like the ones for the Home page or the Chatter tab. If you’ve already set up global Create
a Record actions for the kinds of records you want available to your users, there’s no need
to set up the actions again—you’ll find these actions already available to add to all publisher
layouts.
If you haven’t created global Create a Record actions for the kinds of records you want
available to your users, you’ll have to do so now.
1. From Setup, enter Global Actions in the Quick Find box, then select Global
Actions.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To set up global quick
actions:
• Customize Application
To display the Salesforce
Side Panel:
• Side Panel in Outlook
configurations
2. Click New Action.
3. Select Action TypeCreate a Record.
Only Create a Record actions appear in the side panel publisher menu.
4. Select a Target Object for the type of record you want available to users with this action.
If the Target Object requires a Record Type, make sure that the users you’ll assign to this action also have access to that record
type.
5. Enter a Label for the new action that tells your users what it does.
6. Click Save.
7. From the Action Layout Editor, drag the fields you want to appear on the side panel publisher record detail page.
If any of these fields are marked as required for this type of record elsewhere in your organization, make sure to include the fields in
this action, too. This is because Salesforce won’t let your users save records from the side panel publisher if the required fields aren’t
included in the record detail. The action layout editor displays red asterisks next to required fields.
After creating your Create a Record actions, the next step to setting up the side panel publisher for your users is to add your
global actions to the appropriate side panel publisher layout. If you’re working from Contact Manager, Group, or Professional Edition,
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Email Application Publisher Layouts
Add Actions to Global Publisher Layout.If you’re working from Enterprise, Performance, Unlimited, or Developer Edition, you Customize
Action Menus for Email Applications by creating publisher layouts specifically for email applications.
SEE ALSO:
Email Application Publisher Layouts
Customize Email Application Action Menus
Customize Email Application Action Menus
Take the second step in preparing reps to create records directly from Lightning for Outlook,
Lightning for Gmail, or Salesforce for Outlook. You can create multiple layouts to give different reps
access to different actions.
Before you can customize email application action menus for your reps, make sure you Create Quick
Actions for Email Application Action Menus.
Enterprise, Performance, Unlimited, and Developer Editions let you customize the action menus
that display in your reps’ email applications. You can do this by adding quick actions to email
application publisher layouts. In addition, you can create multiple email application layouts so that
reps with different job responsibilities can see only the quick actions that they need. For example,
maybe your sales reps need to create contacts, leads, and opportunities, but your service reps need
to create contacts and cases.
Follow these steps to customize action menus for email applications.
1. From Setup, use the Quick Find box to search for settings for your email integration feature.
Search for Lightning for Outlook or Lightning for Gmail for those features. For Salesforce for
Outlook, search for Outlook Configurations.
2. Under Email Application Publisher Layouts, click New. Give your new layout a name, and then
click Save.
3. Drag the quick actions that you want into the Quick Actions in the Salesforce Classic Publisher
section. For help using the publisher, see Add Actions to Global Publisher Layouts.
After you add actions to your email application publisher layout, the final step to setting up email
application action menus is to give users access. If you’re working from Enterprise, Performance,
Unlimited, or Developer Edition, Assign Email Application Publisher Layouts to User Profiles.
SEE ALSO:
Email Application Publisher Layouts
Assign Global Publisher Layouts to User Profiles
Assign Email Application Publisher Layouts to User Profiles
108
EDITIONS
Lightning for Outlook,
Lightning for Gmail, and
Salesforce for Outlook are
available from both
Salesforce Classic and
Lightning Experience
Action menus are available
in: All Editions
Customizable email
application action menus
are available in: Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create actions, customize,
and assign email
application action menus:
• Customize Application
To view email application
publisher layouts:
• View Setup and
Configuration
Sales Productivity
My Unresolved Items
Assign Email Application Publisher Layouts to User Profiles
Enterprise, Performance, Unlimited, and Developer Editions let you customize the action menus
for Outlook or Gmail using email application publisher layouts. After you’ve created the email
application publisher layout, give your users access by assigning it to their user profiles.
If you’re working from Contact Manager, Group, or Professional Edition, Assign Global Publisher
Layouts to User Profiles. For all other editions, assign Email Application Publisher Layouts by following
these steps.
1. From Setup, use the Quick Find box to search for settings for your email integration feature.
Search for Lightning for Outlook or Lightning for Gmail for those features. For
Salesforce for Outlook, search for Outlook Configurations.
2. Under Email Application Publisher Layouts, click Publisher Layout Assignment > Edit
Assignment.
3. Select a user profile by clicking anywhere on its row in the table.
4. From the Publisher Layout to Use drop-down, select the layout that you want to assign to the
profile.
EDITIONS
Lightning for Outlook,
Lightning for Gmail, and
Salesforce for Outlook are
available from both
Salesforce Classic and
Lightning Experience
Action menus are available
in: All Editions
Customizable email
application action menus
are available in: Enterprise,
Performance, Unlimited,
and Developer Editions
5. Click Save.
USER PERMISSIONS
To create actions, customize,
and assign email
application action menus:
• Customize Application
To view email application
publisher layouts:
• View Setup and
Configuration
My Unresolved Items
When you use Salesforce for Outlook, Lightning Sync, or Email to Salesforce to sync items or add
emails from your email app to Salesforce, any items that these features can’t automatically assign
to Salesforce records appear in My Unresolved Items.
As part of your daily routine, you’ll use this page to manage the unresolved items that require your
attention. Recurring events do not appear on the My Unresolved Items page. Instead, you can go
directly to the recurring events in your calendar to associate the recurring events with Salesforce
records.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience (only when
prompted to resolve
Salesforce for Outlook items
from the Windows system
tray)
Available in: All Editions
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Sales Productivity
My Unresolved Items
1. Easily access the My Unresolved Items page using the Unresolved Items shortcut on the sidebar.
2. Quickly review unassigned items by type using the tabs Contacts, Events, and Tasks.
3. View your unassigned items.
4. Assign your items to Salesforce records—either manually or using Salesforce recommendations—or confirm you want to leave
them unassigned.
Using Features that Make Resolving Items Easy
The following features help you resolve items quickly and easily.
To
Use the feature
This feature helps you save time because
Assign multiple items Batch Edit
simultaneously
You can assign up to 50 items in any one queue simultaneously.
Have Salesforce
provide
recommendations
Salesforce provides recommendations for accounts, cases, and opportunities to which
you can assign your items. If you don't want to see these recommendations, click the
Turn off Recommendations link. If you change your mind, click the Turn on
Recommendations link.
Recommendations
Recommendations display only when you select a contact from the lookup and the
related list is empty. Salesforce displays recommendations based on the following
criteria.
• Accounts: The contact has either an account as the parent, or a contact role in
the account.
• Cases: The contact is related to the case.
• Opportunities: The contact has a contact role in the opportunity.
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Sales Productivity
My Unresolved Items
Resolving Your Synced Contacts
When contacts sync from your email app with Salesforce for Outlook or Lightning Sync, some contacts are automatically assigned
to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce
accounts or confirm that you want to leave them unassigned.
Resolving Your Synced Events
Resolving Your Synced Outlook Tasks
SEE ALSO:
Resolving Your Synced Outlook Tasks
Resolving Your Synced Contacts
Resolving Your Synced Events
Resolving Your Synced Contacts
When contacts sync from your email app with Salesforce for Outlook or Lightning Sync, some
contacts are automatically assigned to accounts based on their company. The rest are added to My
Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you
want to leave them unassigned.
1. Access your unresolved contacts from the sidebar shortcut Unresolved Items.
2. Resolve each contact in any of these ways.
• Assign an account.
– Select an account under Choose Suggested Account in the drop-down list. We suggest
accounts only if we detect possible matches based on the contact's company. Suggested
accounts always show the Account Name field and the first three additional fields
defined in your account search layout. If your organization has contact lookup filters
that prevent certain accounts from being assigned to contacts, those accounts won’t
appear as suggested accounts and can’t be assigned to contacts.
– Select Search Salesforce.com.... In the lookup, either click New, enter
account information, and click Save, or enter search criteria, click Go!, and click the
right account. If you don't see the lookup, you may need to first allow popups from
Salesforce.
• Leave unassigned—Select Don't Assign New Account from the drop-down list
if you want to confirm that a contact with no account should remain unassigned. Unassigned
contacts aren't related to Salesforce records and are visible to you and your administrator
only.
• Choose an account if there's a conflict—If the email contact and Salesforce contacts'
companies are different, click Don't Assign New Account in the drop-down list
to overwrite one with the other. The Salesforce account overwrites the email contact
company if Salesforce is set to win, and the email contact overwrites the Salesforce account
if the email contact is set to win.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience (only when
prompted to resolve
Salesforce for Outlook items
from the Windows system
tray)
Available in: All Editions
USER PERMISSIONS
To view or edit unresolved
contacts:
• Edit on contacts and
Read on accounts
AND
Sync enabled for
contacts
To create new accounts:
• Edit on contacts and
Create on accounts
AND
Show Quick Create
• Cancel a selection—Select —None Selected— from the drop-down list.
3. Click Save to save your changes. All modified items are removed from the list. Remaining items continue to sync, and you can return
any time to resolve them. Clicking Cancel cancels all changes on the page. Every contact assigned to an account now appears on
the Contacts related list for that account.
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Sales Productivity
My Unresolved Items
Note: You can also resolve a contact from the contact record by marking it private or by assigning it to an account.
Your unresolved contacts list works like a standard list view. Click Edit or Create New View to define filters and customize columns.
SEE ALSO:
My Unresolved Items
How Your Contacts Sync with Salesforce for Outlook
Resolving Your Synced Events
When non-recurring events sync from your email app with Salesforce for Outlook or Lightning Sync,
they appear in your Salesforce calendar and on the My Unresolved Items page. Use this page to
either assign events to related Salesforce records or confirm that you want to leave them unassigned.
Note: Recurring events do not appear on the My Unresolved Items page. Instead, you can
go directly to the recurring events in your calendar to associate the recurring events with
Salesforce records.
1. Access your unresolved events from the sidebar shortcut Unresolved Items.
2. Depending on how you want to resolve an event, choose either of these actions.
• Assign to related records—Enter a related record in one or both fields. If you need to, first
select the correct record type from the drop-down list. If you assign a lead, you can’t assign
additional records. Clear an entry to cancel an assignment.
• Leave unassigned—Click Don’t Assign. Unassigned events, such as internal meetings or
personal appointments, aren’t linked to any other records and are visible to you only.
3. Click Save to save your changes. All modified items are removed from the list. Remaining items
continue to sync, and you can return any time to resolve them. Clicking Cancel cancels all
changes on the page. The event is added to the associated record’s Activity History or Open
Activities related list. You can’t save changes if your events have a required custom field or an
activity custom field becomes required after items are added to your unresolved events list.
Note: You can also resolve an event from the event record by marking it private or by
assigning it to other Salesforce records using the Related To and Name fields. Assigned
and private events are automatically removed from your unresolved events list. Click next
to the subject to see an event’s description.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience (only when
prompted to resolve
Salesforce for Outlook items
from the Windows system
tray)
Available in: All Editions
USER PERMISSIONS
To view or edit unresolved
events:
• Edit on events and Read
on the objects you
assign to events
AND
Sync enabled for events
To create new Salesforce
records:
• Edit on events
AND
Show Quick Create and
Create on those objects
SEE ALSO:
My Unresolved Items
To see recently used data in
the related records fields:
• Lookup Auto-Completion
in Search Settings
How Events Sync with Salesforce for Outlook
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Salesforce for Outlook
Resolving Your Synced Outlook Tasks
When tasks sync from Outlook with Salesforce for Outlook, they appear on the My Unresolved Items
page. Use this page to either assign tasks to related Salesforce records or confirm that you want to
leave them unassigned.
1. Access your unresolved tasks from the sidebar shortcut Unresolved Items.
2. Depending on how you want to resolve a task, choose either of these actions.
• Assign to related records—Enter a related record in one or both fields. If you need to, first
select the correct record type from the drop-down list. If you assign a lead, you can't assign
additional records. Clear an entry to cancel an assignment.
• Leave unassigned—Click Don't Assign. Unassigned tasks, such as internal meetings or
personal appointments, aren't linked to any other records and are visible to you only.
3. Click Save to save your changes. All modified items are removed from the list. Remaining items
continue to sync, and you can return any time to resolve them. Clicking Cancel cancels all
changes on the page. The task is added to the associated record's Activity History or Open
Activities related list. You can't save changes if your tasks have a required custom field or an
activity custom field becomes required after items are added to your unresolved tasks list.
Note: You can also resolve a task from the task record by assigning it to other Salesforce
records using the Related To and Name fields. Assigned tasks are automatically removed
from your unresolved tasks list.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience (only when
prompted to resolve
Salesforce for Outlook items
from the Windows system
tray)
Available in: All Editions
USER PERMISSIONS
To view or edit unresolved
tasks:
• Edit on tasks and Read
on the objects you
assign to tasks
AND
Sync enabled for tasks
To create new Salesforce
records:
• Edit on tasks
SEE ALSO:
My Unresolved Items
How Tasks Sync with Salesforce for Outlook
AND
Show Quick Create and
Create on those objects
To see recently used data in
the related records fields:
• Lookup Auto-Completion
in Search Settings
Salesforce for Outlook
Sync contacts, events, and tasks between your desktop-based version of Outlook and Salesforce.
Select an email in Outlook to see related Salesforce records, like leads, contacts, tasks, and
opportunities. And relate that email to the Salesforce records of your choice.
Watch a Demo:
Getting Started with Salesforce for Outlook (English only)
Salesforce for Outlook, a Microsoft® Outlook® integration application that you install, syncs contacts,
events, and tasks between Outlook and Salesforce. In addition to syncing these items, you can add
Outlook emails, attachments, events, and tasks to multiple Salesforce contacts, and view Salesforce
records related to the contacts and leads in your emails and events—all directly in Outlook.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
You may be able to customize what you sync and the sync directions between Outlook and
Salesforce. Your administrator determines the level at which you can customize these settings in Salesforce.
Here’s a quick look at how Salesforce for Outlook helps you avoid duplicating your work and boost your productivity.
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Sales Productivity
Salesforce for Outlook
For a start-to-finish Salesforce for Outlook setup guide, see Getting Microsoft® Outlook® and Salesforce in Sync.
Get Started with Salesforce for Outlook
Salesforce for Outlook Supported Languages
Salesforce for Outlook System Requirements
Confirm that your computing systems meet these system requirements before you download and install Salesforce for Outlook.
View and Work with Salesforce Records from Microsoft® Outlook®
Use Salesforce for Outlook to get insight into Salesforce contacts and leads related to your important Outlook emails—directly in
Outlook. The Salesforce Side Panel displays Salesforce records to which you can add Outlook emails, events, and tasks.
Syncing Between Microsoft® Outlook® and Salesforce
Stop duplicating your contacts, events, and tasks in Outlook and Salesforce and start syncing between the two systems with Salesforce
for Outlook.
Create Cases from the Outlook Ribbon with Salesforce for Outlook
Outlook Configurations and Email Application Publisher Layouts
To set up your Salesforce for Outlook users with the settings they need, create Outlook configurations and email application publisher
layouts. With Outlook configurations, you can choose how your reps sync contacts, events, and tasks between Microsoft Outlook
and Salesforce, or how reps can access Salesforce content from the Salesforce Side Panel in Outlook. With email application publisher
layouts, set up your reps to create Salesforce records directly from the Salesforce Side Panel. To create Outlook configurations and
email application publisher layouts from Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
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Salesforce for Outlook
Set Up Salesforce for Outlook on Your Desktop
Set Up Salesforce for Outlook on your Microsoft® Windows® desktop. That way, you can work with Salesforce from earlier versions
of Microsoft® Outlook®, like Microsoft Outlook 2010.
Manage How Microsoft® Outlook® Items Sync with Salesforce
Manage your contacts, events, and tasks using Outlook categories to get your Outlook items to sync with Salesforce the way you
want—by either selecting the items you’d like to sync, or syncing all your items, and selecting the items you’d like to prevent from
syncing.
Access Salesforce for Outlook Settings and Tools
What’s the Latest with Salesforce for Outlook?
Get access to Salesforce for Outlook release notes, videos, and guides to keep you informed about the most efficient ways to manage
your Microsoft® Outlook® and Salesforce integration routine.
Salesforce for Outlook FAQ
Take a look at some common questions that come up for Salesforce for Outlook.
SEE ALSO:
Salesforce for Outlook System Requirements
Download the Salesforce for Outlook Installer
Install and Set Up Salesforce for Outlook
Syncing Between Microsoft® Outlook® and Salesforce
Salesforce for Outlook Supported Languages
Salesforce for Outlook supports these languages.
EDITIONS
• Chinese (Simplified)
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• Chinese (Traditional)
• Czech
• Danish
• Dutch
Available in: All Editions
• English
• German
• Finnish
• French
• Hebrew
• Hungarian
• Italian
• Japanese
• Korean
• Polish
• Portuguese (European)
• Romanian
• Russian
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Sales Productivity
Salesforce for Outlook
• Spanish
• Spanish (Mexico)
• Swedish
• Thai
• Turkish
• Ukrainian
• Vietnamese
The Salesforce for Outlook installer doesn't support:
• Hebrew
• Portuguese (Brazil)
• Romanian
• Spanish (Mexico)
• Thai
• Vietnamese
Salesforce for Outlook System Requirements
Confirm that your computing systems meet these system requirements before you download and
install Salesforce for Outlook.
Basic
Resource
Required Version
Salesforce for
Outlook
Salesforce for Outlook v3.0.0 or later after Salesforce Disables TLS 1.0 encryption
protocol.
Default email
program
Any of the following versions of Microsoft® Outlook® using Microsoft Exchange
Online (part of Microsoft Office 365™) or Microsoft Exchange Server
(on-premises), along with the latest updates.
• 2016 (32 and 64 bit)
• 2013 (32 and 64 bit)
• 2010 (32 and 64 bit)
Salesforce for Outlook supports Outlook installed using Click-to-Run (a
streaming installer for Microsoft Office).
Operating
system
Any of the following versions of Microsoft Windows®, along with the latest hot
fixes.
• Windows 10
• Windows 8.1 (Pro and Enterprise)
• Windows 7
For customers using Apple® Mac OS®, consider setting up Lightning for Outlook
and Lightning Sync.
Browser
Microsoft Internet Explorer® with TLS encryption protocol 1.1 or later enabled.
See “Other Requirements” for feature-specific browser limitations.
116
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Sales Productivity
Salesforce for Outlook
Other Requirements
Other Features
Requirement
Creating records using In Winter ‘17, you need Microsoft Internet Explorer 9 or later.
the Salesforce Side Panel Starting in Spring ‘17, you need Microsoft Internet Explorer 11.
Publisher
Server configurations
We support using these systems that connect to the Internet through a proxy server.
• Automatic proxy detection
• Manual proxy
• NTLM proxy authentication
We don’t support using:
• IMAP and POP3 email servers.
• Terminal servers, such as Citrix® servers. Consider setting up Lightning for Outlook and Lightning Sync.
• Proxy Automatic Configuration files (.pac).
Installers
If you’re an administrator and plan to use the .msi installer, you may need to install the following tools:
• Microsoft .NET Framework 4.5.2, 4.6, 4.6.1, or 4.6.2
• Microsoft Visual Studio® 2010 Tools for Office Runtime
• Primary Interop Assemblies (PIA) Redistributable for your version of Microsoft Outlook
Windows 7 .msi users must run the command prompt as an administrator and then launch the installer
from the command line. For example: msiexec /i SalesforceForOutlook.msi.
Single Sign-On
We support using either:
• Delegated authentication
• Security Assertion Markup Language (SAML) with My Domain
We don’t support using a separate online identity provider for single sign-on.
SEE ALSO:
Salesforce for Outlook
Install and Set Up Salesforce for Outlook
Salesforce for Outlook Supported Languages
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from Microsoft® Outlook®
Lightning Sync
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View and Work with Salesforce Records from Microsoft® Outlook®
USER PERMISSIONS
To display the Salesforce Side Panel in
Outlook:
EDITIONS
Side Panel in your Outlook configuration
To add Outlook emails (including
Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND
records:
Enable on Email to Salesforce
To add specific email attachments to
Salesforce:
Allow users to select attachments in your
Outlook configuration
To add emails (including attachments),
events, and tasks to multiple contacts:
Allow Users to Relate Multiple Contacts to
Tasks and Events in Activity Settings
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
To add emails to multiple Salesforce records Contact Salesforce Customer Support
that accept tasks:
Use Salesforce for Outlook to get insight into Salesforce contacts and leads related to your important Outlook emails—directly in Outlook.
The Salesforce Side Panel displays Salesforce records to which you can add Outlook emails, events, and tasks.
Watch a Demo:
Using the Salesforce Side Panel to Work with Records in Microsoft® Outlook® (English only)
When you select an email from the Inbox or an event from the Calendar in Outlook, the Salesforce Side Panel displays related Salesforce
contact and lead details directly in Outlook. After your administrator enables the side panel in your Outlook configuration, the side panel
displays up to 10 contacts and leads from your email’s or event’s From, To, and Cc fields.
In addition, the Salesforce Side Panel:
• Displays as many as four activities, opportunities, and cases related to the contacts and leads that appear in the side panel.
• Lets you add Outlook emails and their attachments to multiple Salesforce records.
• Lets you add Outlook events and tasks to multiple contacts and to one other record with which you can relate tasks, such as an
account, a case, or even a custom object record.
• Discovers duplicate contacts or leads. You choose the most appropriate ones to display in the side panel.
• Lets you create Salesforce records directly from the side panel.
• Includes a Search feature to find additional Salesforce records.
• Includes links to view full record details directly in Salesforce.
Here’s how you’ll use the side panel.
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1. Select an email or event in Outlook.
2. Review the Salesforce content that appears in the side panel, which displays contacts and leads based on the order they appear in
your email’s or event’s From, To, and Cc fields. For each contact and lead, it’s easy to view related activities, opportunities, and
cases. If you want to view full record details, just click on a record’s link to open it directly in Salesforce.
To add your email or event to the Salesforce records of your choice, click
or
next to those records. Email attachments are
included automatically when you add an email to Salesforce, unless your organization has enabled the feature that allows you to
select specific email attachments. In that case, you’ll see
next to the individual attachments in your side panel. Click the icon to
add those attachments to Salesforce.
If you have the Social Accounts and Contacts feature enabled in Salesforce, the side panel displays either Facebook® or Twitter™
profile photos—whichever ones you chose to show in Salesforce for those contacts and leads.
3. Select the other contacts and leads related to your email to view their details, along with related activities, cases, and opportunities.
4. Quickly see the Salesforce records to which you’ve added emails or events. If you’d like to create a new account, case, contact, lead,
opportunity, or a custom object record related to your email, click . If you don’t see records you’re looking for, click to find other
records, and then add emails, events, or tasks from the Outlook tasks list to them. There’s even a collapse feature ( ) to hide the
side panel.
Add Microsoft® Outlook® Emails to Salesforce Records
Keep track of important Outlook emails related to Salesforce records from the Salesforce Side Panel.
Remove Microsoft® Outlook® Emails from Salesforce Records
You can remove Microsoft Outlook emails from your Salesforce records with the Side Panel for Salesforce for Outlook.
Add Microsoft® Outlook® Events to Salesforce Records
Add Outlook events to Salesforce records by using the Salesforce Side Panel. The event is added to the Salesforce record as an activity,
which you can see on the record’s Activity History or Open Activities related lists.
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Add Microsoft® Outlook® Tasks to Salesforce Records
You can add Outlook tasks to multiple Salesforce contacts and to one other record that accepts tasks, like an account, a lead, or an
opportunity. The task is added to the Salesforce record as an activity, which you can see on the record’s Activity History or Open
Activities related lists.
Create Records Directly from the Salesforce Side Panel
Quickly create different kinds of records directly from the side panel in Microsoft® Outlook®.
Searching for Salesforce Records in Microsoft® Outlook®
Get Familiar with Salesforce for Outlook
SEE ALSO:
Add Microsoft® Outlook® Emails to Salesforce Records
Create Records Directly from the Salesforce Side Panel
Searching for Salesforce Records in Microsoft® Outlook®
Add Microsoft® Outlook® Emails to Salesforce Records
USER PERMISSIONS
EDITIONS
To display the Salesforce Side Panel in
Outlook:
Side Panel in your Outlook configuration
To add Outlook emails (including
attachments) to Salesforce records:
Add Email in your Outlook configuration
AND
Enable Email to Salesforce from Salesforce
Setup
To add specific email attachments to
Salesforce:
Allow users to select attachments in your
Outlook configuration
To add emails (including attachments),
events, and tasks to multiple contacts:
Allow Users to Relate Multiple Contacts to
Tasks and Events in Activity Settings
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
To add emails to multiple Salesforce records Contact Salesforce Customer Support
that accept tasks:
Keep track of important Outlook emails related to Salesforce records from the Salesforce Side Panel.
Complete this procedure using the Salesforce Side Panel, a feature that’s available in Salesforce for Outlook. You can learn about the
side panel in View and Work with Salesforce Records from Microsoft® Outlook®.
1. Make sure you’ve set up My Email to Salesforce. From your personal settings, enter My Email to Salesforce in the
Quick Find box, then select My Email to Salesforce.
2. In Outlook, either:
• Select an email from your Inbox.
• Create a new email.
You can add an Outlook email and its attachments to multiple Salesforce records.
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3. In the side panel, click
for the contact, account, case, opportunity, or lead to which you want to add the email. The side panel
confirms the Salesforce records to which you added your email.
If you’re sending a new email, we add it to the Salesforce records after you click Send.
4. You add attachments differently depending on how you’re set up to use the side panel.
• If the attachments section appears after you add your email to Salesforce, click
record.
to include specific email attachments on the
• If you don’t see the option to add attachments, your attachments are included automatically when you add your email to
Salesforce, or the attachment exceeded General Email Limits.
SEE ALSO:
Enable Email to Salesforce for Your Users
Searching for Salesforce Records in Microsoft® Outlook®
Remove Microsoft® Outlook® Emails from Salesforce Records
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Remove Microsoft® Outlook® Emails from Salesforce Records
USER PERMISSIONS
To display the Salesforce Side Panel in
Outlook:
EDITIONS
Side Panel in your Outlook configuration
To add Outlook emails (including
Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND
records:
Enable on Email to Salesforce
To add specific email attachments to
Salesforce:
Allow users to select attachments in your
Outlook configuration
To add emails (including attachments),
events, and tasks to multiple contacts:
Allow Users to Relate Multiple Contacts to
Tasks and Events in Activity Settings
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
To add emails to multiple Salesforce records Contact Salesforce Customer Support
that accept tasks:
You can remove Microsoft Outlook emails from your Salesforce records with the Side Panel for Salesforce for Outlook.
Complete this procedure using the Salesforce Side Panel, a feature that’s available in Salesforce for Outlook. You can learn about the
side panel in View and Work with Salesforce Records from Microsoft® Outlook®.
1. In Outlook, select the email you want to remove from Salesforce records.
2. In the Salesforce Side Panel, find the Salesforce record from which you want to remove the email. The upper section of the side panel
displays the records to which you’ve already added your email.
3. With your mouse, hover over
, which turns to
, then click it to remove your email from the Salesforce record. The side panel
displays updates for the remaining Salesforce records to which you’ve added your email.
SEE ALSO:
Add Microsoft® Outlook® Emails to Salesforce Records
Searching for Salesforce Records in Microsoft® Outlook®
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Add Microsoft® Outlook® Events to Salesforce Records
Add Outlook events to Salesforce records by using the Salesforce Side Panel. The event is added to
the Salesforce record as an activity, which you can see on the record’s Activity History or Open
Activities related lists.
1. In Outlook, select an event or event series you want to add to Salesforce records. You can add
an event to multiple contacts, and to one other record with which you can associate tasks, such
as an account, a case, or an opportunity.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To display the Salesforce
Side Panel in Outlook:
• Side Panel in your
Outlook configuration
To add Outlook emails
(including attachments),
events, and tasks to
Salesforce records:
• Add Email in your
Outlook configuration
To add emails (including
attachments), events, and
tasks to multiple contacts:
• Allow Users to Relate
Multiple Contacts to
Tasks and Events in
Activity Settings
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2. In the Salesforce Side Panel, click
You’ll see
for the contact, account, case, opportunity, or lead to which you want to add the event.
after you add the event.
3. Review the Salesforce records to which you added your event.
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Add Microsoft® Outlook® Tasks to Salesforce Records
You can add Outlook tasks to multiple Salesforce contacts and to one other record that accepts
tasks, like an account, a lead, or an opportunity. The task is added to the Salesforce record as an
activity, which you can see on the record’s Activity History or Open Activities related lists.
Add Outlook tasks to Salesforce records from Tasks in Microsoft Outlook.
1. Select the task that you want to add to a Salesforce record.
2. Click
in the side panel to display the Salesforce record to which you’d like to add the task.
3. Click
next to the record in the search results.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To display the Salesforce
Side Panel in Outlook:
• Side Panel in your
Outlook configuration
To add Outlook emails
(including attachments),
events, and tasks to
Salesforce records:
• Add Email in your
Outlook configuration
To add emails (including
attachments), events, and
tasks to multiple contacts:
• Allow Users to Relate
Multiple Contacts to
Tasks and Events in
Activity Settings
You’ll see
after you add the task.
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Create Records Directly from the Salesforce Side Panel
Quickly create different kinds of records directly from the side panel in Microsoft® Outlook®.
Depending on how your administrator set up your Salesforce Side Panel Publisher access, you can
create accounts, cases, contacts, leads, opportunities, and other types of records customized for
your organization—directly from the side panel.
1. Select an email in Outlook, then click
.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
You’ll see something like this.
Available in: All Editions
USER PERMISSIONS
To display the Salesforce
Side Panel:
• Side Panel in Outlook
configurations
2. Choose an action.
The actions available to you depend on the ones your administrator set up, such as New Contact.
3. Complete the record detail by providing relevant details.
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To create new records from
the Salesforce Side Panel:
• Create and Read on all
objects that users create
records from AND
Visible on all required
fields in records that
users create
Sales Productivity
4. Click
Salesforce for Outlook
to save the record.
Keep in mind that email attachments aren’t included in the created records.
Searching for Salesforce Records in Microsoft® Outlook®
USER PERMISSIONS
To display the Salesforce Side Panel in
Outlook:
EDITIONS
Side Panel in your Outlook configuration
To add Outlook emails (including
Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND
records:
Enable on Email to Salesforce
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This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Sales Productivity
Salesforce for Outlook
To add specific email attachments to Salesforce:
Allow users to select attachments in your Outlook configuration
To add emails (including attachments), events, and tasks to
multiple contacts:
Allow Users to Relate Multiple Contacts to Tasks and Events
in Activity Settings
To add emails to multiple Salesforce records that accept tasks: Contact Salesforce Customer Support
Complete this procedure using the Salesforce Side Panel, a feature that’s available in Salesforce for Outlook. You can learn about the
side panel in View and Work with Salesforce Records from Microsoft® Outlook®.
When you’re viewing details that appear in the Salesforce Side Panel, you may want to search for additional Salesforce records. Search
results display contacts and any other records with which you can associate tasks, such as a campaign, a case, or an opportunity.
1. From Outlook, select an email for which you want to display additional Salesforce records.
2. In the side panel, click
.
3. Type your search term. For example, if you want to search for Salesforce records related to desktops, type desktop.
4. Click the search icon to display Salesforce records related to your search term.
SEE ALSO:
View and Work with Salesforce Records from Microsoft® Outlook®
Add Microsoft® Outlook® Emails to Salesforce Records
Syncing Between Microsoft® Outlook® and Salesforce
Stop duplicating your contacts, events, and tasks in Outlook and Salesforce and start syncing
between the two systems with Salesforce for Outlook.
User
permissions
needed to
sync
When you sync
Contacts
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
You’ll Need
From Salesforce to Outlook “Read” on contacts; Contacts sync direction set to
Salesforce to Outlook
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Available in: All Editions
Sales Productivity
Salesforce for Outlook
User permissions
needed to sync When you sync
Events and tasks
You’ll Need
Both ways
“Read” and “Edit” on contacts, and “Read” on accounts; Contacts sync
direction set to Sync both ways
From Outlook to Salesforce:
“Read” and “Edit” on events; Events and Tasks sync direction set to
Outlook to Salesforce
From Salesforce to Outlook
“Read” and “Edit” on events; Events and Tasks sync direction set to
Salesforce to Outlook
Both ways
“Read” and Edit” on events; Events and Tasks sync direction set to Sync
both ways
Multiday events
“Enable Multiday Events” on activities
Recurring Salesforce tasks to Outlook
“Sync recurring Salesforce tasks to Outlook”
Before you download and install Salesforce for Outlook, make sure your Outlook folders include the items you want to sync. If you’re
syncing from Outlook to Salesforce, moving a record out of a synced Outlook folder deletes that record in Salesforce. If you’re syncing
from Salesforce to Outlook, removing a record from Salesforce deletes that record in Outlook.
Learning about Sync Schedules
Salesforce for Outlook syncs your items based on your system activity. Events and tasks sync automatically every ten minutes; contacts
sync automatically every hour. If, however, Salesforce for Outlook detects keyboard or mouse inactivity for 30 minutes, the sync frequency
for events and tasks changes to 30 minutes. After two hours of inactivity, the frequency for all updates changes to hourly, and after four
hours, the frequency changes to every four hours.
You can, of course, sync manually whenever you’d like. Just right-click the system tray icon (
), and then click Sync > Sync Now.
Excluding Certain Records from Syncing
If you chose the Sync All Outlook Items option for your sync method during setup, you can exclude certain items from syncing in these
ways.
• You can choose to sync items you mark as Private in Microsoft® Outlook®. If you don’t want to sync private items, open Salesforce
for Outlook Settings, and deselect the types of private items you don’t want to sync.
If you have synced items in Outlook that you later mark as Private, those items remain in Salesforce. The corresponding Salesforce
items, however, will no longer receive updates if you modify the ones in Outlook.
• If you don’t want certain Outlook items to sync, regardless of whether they’re marked as Private, assign them to the category Don’t
Sync with Salesforce in Outlook. For details on using categories in Outlook, refer to your Outlook documentation.
How Salesforce for Outlook Syncs Specific Items
How Your Contacts Sync with Salesforce for Outlook
How Events Sync with Salesforce for Outlook
How Recurring Events Sync with Salesforce for Outlook
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How Tasks Sync with Salesforce for Outlook
Keep Microsoft® Outlook® and Salesforce tasks in sync.
Automatic Account Assignments for Synced Contacts
SEE ALSO:
How Your Contacts Sync with Salesforce for Outlook
How Events Sync with Salesforce for Outlook
How Tasks Sync with Salesforce for Outlook
My Unresolved Items
How Your Contacts Sync with Salesforce for Outlook
You can keep your important Outlook and Salesforce contacts in sync using Salesforce for Outlook.
When contacts initially sync, Salesforce for Outlook checks to see whether a contact with the same
email address exists in both Outlook and Salesforce. If a matching email address exists, the two
contacts are synced. If it doesn’t exist, Salesforce for Outlook checks to see whether a contact with
the same first name, last name, and company name exists. If it doesn’t exist, a new contact is created
and the two are synced.
EDITIONS
Your Outlook configuration defines which items are set to sync, which direction the data flows
between Outlook and Salesforce, and what happens when data conflicts. You can set up Salesforce
for Outlook to sync in the following ways, depending on whether your administrator allows you to
change sync directions.
Available in: All Editions
• Salesforce to Outlook
To sync contacts from
Salesforce to Outlook:
• Read on contacts
• Sync both ways
Salesforce for Outlook lets you sync up to 5,000 contacts, and isn’t case-sensitive when matching
contacts.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
USER PERMISSIONS
AND
Contact sync direction
set to Salesforce to
Outlook
This diagram shows how contacts sync.
To sync contacts both ways:
• Read and Edit on
contacts, and Read on
accounts
AND
Contact sync direction
set to Sync both
ways
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Syncing Contacts from Salesforce to Outlook
If
Then
A contact already exists in Outlook
The Salesforce contact replaces the Outlook contact and the two
are synced.
A contact doesn’t yet exist in Outlook
Salesforce for Outlook syncs the Salesforce contact, which creates
the contact in Outlook.
You delete a contact in Outlook
Salesforce for Outlook won’t sync the Salesforce contact again.
Multiple matching contacts exist in Outlook
Salesforce for Outlook selects one of them and syncs it.
You update a contact in Salesforce
The Salesforce contact overwrites the Outlook contact.
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If
Then
You update a contact in Outlook
The updates remain in the Outlook contact, but won’t sync to
Salesforce. The next time updates are made to the Salesforce
counterpart, the Salesforce counterpart overwrites the Outlook
contact.
You delete a Salesforce contact
The Outlook counterpart is also deleted. If the Outlook contact is
deleted and the Salesforce contact is updated, the contact is
recreated in Outlook.
Syncing Contacts Both Ways Between Salesforce and Outlook
If
Then
A contact exists on one side only
The contact is automatically created on the other side and the two
are synced.
A matching contact exists
One contact record replaces the other one, and the records are
synced. If your Outlook configuration specifies that Outlook contacts
win, the Outlook version replaces the Salesforce version, and vice
versa if Salesforce is set to win. Any change to either record is
automatically reflected in the other. If records conflict, the conflict
behavior setting determines which record wins.
Multiple matching Salesforce contacts exist
As long as there’s only one version of the Outlook contact and that
contact has an email address, we sync the Outlook contact with a
Salesforce contact based on your matching preference, such as
the contact that was most recently updated.
You update a contact
Both contacts are updated with the latest changes. If records
conflict, the conflict behavior setting determines which record
wins.
You delete a Salesforce contact and update an Outlook contact
The Outlook counterpart is deleted if Salesforce is set to win, and
the contact is recreated in Salesforce if Outlook is set to win.
You delete an Outlook contact and update a Salesforce contact
The Salesforce counterpart is deleted if Outlook is set to win, and
the contact is recreated in Outlook if Salesforce is set to win.
Excluding Certain Records from Syncing
If you chose the Sync All Outlook Items option for your sync method during setup, you can exclude certain items from syncing in these
ways.
• You can choose to sync items you mark as Private in Microsoft® Outlook®. If you don’t want to sync private items, open Salesforce
for Outlook Settings, and deselect the types of private items you don’t want to sync.
If you have synced items in Outlook that you later mark as Private, those items remain in Salesforce. The corresponding Salesforce
items, however, will no longer receive updates if you modify the ones in Outlook.
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• If you don’t want certain Outlook items to sync, regardless of whether they’re marked as Private, assign them to the category Don’t
Sync with Salesforce in Outlook. For details on using categories in Outlook, refer to your Outlook documentation.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Resolving Your Synced Contacts
How Events Sync with Salesforce for Outlook
You can keep your Outlook and Salesforce events in sync using Salesforce for Outlook. After an
event is in Salesforce, you can assign it to related records, like contacts, accounts, opportunities,
and so on. Syncing events also lets you maintain an accurate view of your availability when you
create events and request meetings from your Salesforce calendar.
Which Events Sync
Your Outlook configuration defines which items are set to sync, which direction the data flows
between Outlook and Salesforce, and what happens when data conflicts. The event filters in
your configuration determine which events sync. The possible filters are:
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs events that ended on or after the first day of last month.
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago,
such as LAST 30 DAYS.
Event updates stop syncing once the event falls outside of the range you're configured to sync.
The following items don’t sync: all-day events beginning on the first day you’re configured to
sync, event attendees, and events that have occurred in the past (unless those events fall within
an event filter that you’ve set). Multiday events sync as single events in either direction. Salesforce
for Outlook syncs events based on their end dates rather than their start dates. For example, if
you’re syncing current and future events only, a two-day event that started yesterday still syncs.
How We Match Events
When events first sync, we either link them with existing events that have the same subject
and time or create new events if nothing matches. Recurring events match according to that
same logic. Additionally, Salesforce for Outlook matches recurring events only if recurrence
patterns match in both Salesforce and Outlook. Otherwise, Salesforce for Outlook creates a new
event.
How You Assign Events to Salesforce records
After an event is added to Salesforce, you can assign it to other records using the My Unresolved
Items page or the Related To and Name fields on the event record. The event is added
to the associated record’s Activity History or Open Activities related list. You can’t save changes
if your events have a required custom field or an activity custom field becomes required after
items are added to your unresolved events list.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To sync events from Outlook
to Salesforce
• Read and Edit on events,
and event sync direction
set to Outlook to
Salesforce
To sync events from
Salesforce to Outlook:
• Read and Edit on events,
and event sync direction
set to Salesforce
to Outlook
To sync events both ways:
• Read and Edit on events,
and event sync direction
set to Sync both
ways
To sync multiday events:
• Enable Multiday Events
on activities
Who Sees Synced Events in Salesforce
Events that aren't marked as private are visible Salesforce to you, those above you in your role hierarchy, and anyone who has access
to the records they're associated with. You can also grant access to view your calendar to other users, personal and public groups,
roles, or roles and subordinates.
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Excluding Certain Records from Syncing
If you chose the Sync All Outlook Items option for your sync method during setup, you can exclude certain items from syncing in these
ways.
• You can choose to sync items you mark as Private in Microsoft® Outlook®. If you don’t want to sync private items, open Salesforce
for Outlook Settings, and deselect the types of private items you don’t want to sync.
If you have synced items in Outlook that you later mark as Private, those items remain in Salesforce. The corresponding Salesforce
items, however, will no longer receive updates if you modify the ones in Outlook.
• If you don’t want certain Outlook items to sync, regardless of whether they’re marked as Private, assign them to the category Don’t
Sync with Salesforce in Outlook. For details on using categories in Outlook, refer to your Outlook documentation.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Resolving Your Synced Events
How Recurring Events Sync with Salesforce for Outlook
How Recurring Events Sync with Salesforce for Outlook
If you’re set up to sync recurring events using Salesforce for Outlook, you can sync recurrences with
these patterns.
EDITIONS
• Daily
Available for set up from:
both Salesforce Classic and
Lightning Experience
• Weekly
• Monthly
• Yearly
After you sync recurring events to Salesforce , you can assign the recurrences to related records like
contacts, accounts, opportunities, and so on. Syncing recurring events also helps you maintain an
accurate view of your availability when you create events and request meetings from your Salesforce
calendar.
Recurring events do not appear on the My Unresolved Items page. Instead, you can go directly to
the recurring events in your calendar to associate the recurring events with Salesforce records.
Differences Between Outlook and Salesforce Recurring Events
Recurring events work differently between Outlook and Salesforce.
For
You should know that
Ranges of
occurrences
If your recurrences include more than 100 occurrences, Salesforce for Outlook
creates the series with 100 occurrences in Salesforce.
After the dates of occurrences pass, Salesforce for Outlook automatically
adds another group of occurrences, bringing the total future occurrences
up to 100 again. The schedule on which Salesforce adds these groups
depends on the number of occurrences that passed and when you last
synced, as well as whether you changed any existing occurrences.
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Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To sync recurring events
between Outlook and
Salesforce:
• Recurring Events
In addition, Read and
Edit on events, and event
sync direction set to any
of the following
directions.
Outlook to
Salesforce,
Salesforce to
Outlook, or
Sync both ways
Sales Productivity
Salesforce for Outlook
For
You should know that
Monthly occurrences
Salesforce for Outlook doesn’t support the Outlook recurrence pattern option weekend day.
Yearly occurrences
Salesforce for Outlook lets you set up events that recur every year. If you enter a number other than 1
for the Recur every option in Outlook recurrence patterns, Salesforce for Outlook won’t sync the recurring
series. This mean that you can set up yearly recurrences, but not recurrences for every other year or every
three years.
In addition, Salesforce for Outlook doesn’t support the Outlook recurrence pattern option weekend day.
Events lasting longer
than 24 hours
Salesforce doesn’t support recurring events lasting longer than 24 hours.
Modifying Recurring Series
You can modify recurring series, but it’s good to know what to avoid, so that you won’t lose any details for individual event occurrences
that you’ve modified.
If you modify
You should know that
Recurring series in Outlook Modifications are handled differently depending on which fields you modify.
Changes to some fields are considered to be critical changes. If you make critical changes to your recurring
series, the critical changes are given preference to modifications that you’ve previously made to individual
event occurrences, and the changes you make sync with Salesforce. Critical changes to recurring events
include modifications to:
• Appointment times (StartDateTime, Duration)
• Recurrence patterns (RecurrenceType, Instance, Interval, DayOfMonth, DayOfWeekMask, MonthOfYear,
DayOfWeekIndex)
• Ranges of occurrences (Occurrences, EndDateOnly, EndKind)
For example, if you modify the appointment time of a series, then later modify the appointment time
for an individual event, the series appointment time modification propagates to the individually-modified
event, and syncs to Salesforce.
On the other hand, non-critical changes (changes to other event fields) that you make to an event series
won’t propagate to individually-modified events. Likewise, the non-critical changes that you make sync
to Salesforce for the event series, but the individually-modified events won’t sync.
Start dates for recurring
series in Outlook
Salesforce doesn’t support modifications to start dates that already occurred.
End dates for recurring
series in Salesforce
This is a critical change in Outlook, and will clear any modifications you make to individual occurrences
within the series. Those modifications won’t propagate to Outlook. You can, however, modify end dates
in Outlook, but that type of critical change will clear all modifications you’ve made to individual
occurrences—in both Outlook and Salesforce.
Individual occurrences
• You may lose those changes if you make critical changes to the recurring series.
• If you delete an individual event from a series, and then move the following occurrence of that event
into its place, Salesforce for Outlook doesn’t sync that update to Salesforce. Instead, the event that
you deleted in Outlook remains in Salesforce along with the event that you moved into its place.
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If you modify
Salesforce for Outlook
You should know that
For example, you change your recurring event in Outlook. You delete the October 4th occurrence,
and move the October 5th occurrence into its place. In Salesforce, you’ll see two occurrences on
October 4th: the one you deleted, and the one you moved into its place. For October 5th, you’ll have
no occurrences.
• Outlook modifications propagate to individual in Salesforce, regardless of whether the ones in
Salesforce include critical modifications. Deleted occurrences in Salesforce, however, remain deleted,
and aren’t replaced with individually modified occurrences from Outlook.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Resolving Your Synced Events
How Events Sync with Salesforce for Outlook
How Tasks Sync with Salesforce for Outlook
Keep Microsoft® Outlook® and Salesforce tasks in sync.
EDITIONS
After a task is in Salesforce, you can assign it to related records, like contacts, accounts, and
opportunities.
Which Tasks Sync
Your Outlook configuration defines which items are set to sync, which direction the data flows
between Outlook and Salesforce, and what happens when data conflicts. The task filters in your
configuration determine which tasks sync. The possible filters are:
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
• TODAY—Syncs tasks that are due on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs tasks that were due on or after the first day of last month.
USER PERMISSIONS
• LAST N DAYS—Syncs tasks that were due on or after a specified number of days ago,
such as LAST 30 DAYS.
To sync tasks from Outlook
to Salesforce:
• Read and Edit on tasks,
and task sync direction
set to Outlook to
Salesforce
Salesforce for Outlook doesn’t sync every kind of task. These kinds of tasks sync until they fall
outside of the date range set in your task filter:
• Recurring Salesforce tasks to Outlook
• Completed tasks, if marked as completed after Salesforce for Outlook syncs
• Deferred tasks
• In progress tasks
• Not started tasks
• Repeating tasks, which you create in Salesforce
• Tasks flagged for follow-up
To sync tasks from
Salesforce to Outlook:
• Read and Edit on tasks,
and task sync direction
set to Salesforce
to Outlook
To sync tasks both ways:
• Read and Edit on tasks,
and task sync direction
set to Sync both
ways
• Waiting on someone else tasks
Which Tasks Don’t Sync
• Recurring Outlook tasks to Salesforce
• Completed tasks, if marked as completed before Salesforce for Outlook syncs
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• Emails or contacts added to your to-do list when you flag items for follow-up (because Outlook doesn't consider these items to
be tasks)
How We Match Tasks
When tasks first sync, we link them with existing tasks that have the same subject and due date. If you don’t assign due dates to
tasks, we link them using the same subject only.
How You Assign Tasks to Salesforce Records
After a task is added to Salesforce, you can assign it to other records using the My Unresolved Items page or the Related To
and Name fields on the task record. The task is added to the associated record's Activity History or Open Activities related list. You
can't save changes if your tasks have a required custom field or an activity custom field becomes required after items are added to
your unresolved tasks list.
Excluding Certain Records from Syncing
If you chose the Sync All Outlook Items option for your sync method during setup, you can exclude certain items from syncing in these
ways.
• You can choose to sync items you mark as Private in Microsoft® Outlook®. If you don’t want to sync private items, open Salesforce
for Outlook Settings, and deselect the types of private items you don’t want to sync.
If you have synced items in Outlook that you later mark as Private, those items remain in Salesforce. The corresponding Salesforce
items, however, will no longer receive updates if you modify the ones in Outlook.
• If you don’t want certain Outlook items to sync, regardless of whether they’re marked as Private, assign them to the category Don’t
Sync with Salesforce in Outlook. For details on using categories in Outlook, refer to your Outlook documentation.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Resolving Your Synced Outlook Tasks
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Automatic Account Assignments for Synced Contacts
After syncing contacts from Outlook, Salesforce for Outlook tries to automatically assign them to
accounts, as shown in this diagram.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To assign accounts:
• Read on accounts and
Edit on contacts
To create new accounts:
• Create on accounts and
Edit on contacts
AND
Show Quick Create
This table describes the account assignment process.
If
Then
A contact's company matches a single Salesforce account
The contact is assigned to that account.
A contact's company matches many Salesforce accounts or none The contact is sent to My Unresolved Items in Salesforce, which
you can access from the Contact home page or the Salesforce for
Outlook system tray application. You can use this list to manually
assign contacts to existing accounts, create new accounts, or
confirm that contacts are private.
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If
Then
A contact doesn't have a company name
The contact is treated as a private contact and is not sent to My
Unresolved Items.
A contact's company changes in Outlook
If a matching account is found in Salesforce, the contact is assigned
to that account. Otherwise, the contact is sent to My Unresolved
Items to be resolved.
An unresolved contact is deleted in Outlook
The contact is removed from My Unresolved Items the next time
you open the list.
An unresolved contact is changed in Outlook
The contact record is updated in My Unresolved Items. If the
contact's company changes, Salesforce checks to see if that
information matches any existing accounts and assigns it to an
account if it finds a match.
SEE ALSO:
How Your Contacts Sync with Salesforce for Outlook
Resolving Your Synced Contacts
Manage Your Salesforce for Outlook Configuration
Create Cases from the Outlook Ribbon with Salesforce for Outlook
Note: Before you use this feature, consider creating records directly from the Salesforce Side
Panel instead. Just keep in mind that when you create cases from the side panel, email
attachments aren’t included.
If you don’t see the Create Cases drop-down list button in Microsoft® Outlook®, contact your
administrator, who can enable this feature.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To include email
attachments when you
create cases:
• Always save email
attachments in your
Email to Salesforce
settings
AND
If you track cases in Salesforce, you can create new ones from your Microsoft® Outlook® emails. Your
administrator needs to first create Email-to-Case destinations that appear in the drop-down list
button Create Cases in Outlook. For each destination, you can choose the assignee, which can be
either individual users or queues. When you create cases, you can add up to ten emails
simultaneously for each destination.
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Add Email in your
Salesforce for Outlook
Configuration
Sales Productivity
Salesforce for Outlook
1. In Outlook, select up to 10 sent or received emails and click Create Cases.
2. Select a destination from the drop-down list. Salesforce for Outlook adds the emails you selected as a case in Salesforce.
SEE ALSO:
Create Records Directly from the Salesforce Side Panel
Edit Your Salesforce for Outlook Email Settings
Access Salesforce for Outlook Settings and Tools
Outlook Configurations and Email Application Publisher Layouts
To set up your Salesforce for Outlook users with the settings they need, create Outlook configurations
and email application publisher layouts. With Outlook configurations, you can choose how your
reps sync contacts, events, and tasks between Microsoft Outlook and Salesforce, or how reps can
access Salesforce content from the Salesforce Side Panel in Outlook. With email application publisher
layouts, set up your reps to create Salesforce records directly from the Salesforce Side Panel. To
create Outlook configurations and email application publisher layouts from Setup, enter Outlook
Configurations in the Quick Find box, then select Outlook Configurations.
Salesforce for Outlook Configurations
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
Salesforce for Outlook configurations include settings for the data that Salesforce for Outlook users
can sync between Microsoft® Outlook® and Salesforce. Administrators can create separate
configurations for different types of users, and give users permission to edit some of their own
settings. For example, an opportunity team might want to sync everything, while a manager might
want to sync only events.
In addition, you can set up your users to create, view, and work with Salesforce records directly in
Outlook from the Salesforce Side Panel. The side panel allows users to easily add Outlook emails,
events, and tasks to related Salesforce records. Here’s how:
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
Using the Salesforce Side Panel to Work with Records in Microsoft® Outlook®
Email Application Publisher Layouts
Users can create accounts, cases, leads, opportunities, and even custom objects directly from the side panel using the email application
actions menu. To set up your users to work with the actions menu for Salesforce for Outlook, create the quick actions that you want
users to have access to, add those quick actions to the appropriate publisher layouts, and assign the publisher layouts to the right users.
Create Salesforce for Outlook Configurations
Before reps can start using Salesforce for Outlook, you define their experience by creating Outlook configurations. Outlook
configurations define Salesforce for Outlook settings for reps, like which features reps have access to, and how reps’ records sync
between Outlook and Salesforce. If you’d like to define unique settings for a subset of your sales team, create multiple Outlook
configurations, and assign reps accordingly.
Define Data Sets for Salesforce for Outlook
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Track the Versions of Salesforce for Outlook Your Users Run
Quickly see which versions of Salesforce for Outlook your users are running from the Login History report.
SEE ALSO:
Salesforce for Outlook
Create Salesforce for Outlook Configurations
Define Data Sets for Salesforce for Outlook
Salesforce for Outlook Configurations for Contact Manager and Group Editions
Email Application Publisher Layouts
Create Salesforce for Outlook Configurations
Before reps can start using Salesforce for Outlook, you define their experience by creating Outlook
configurations. Outlook configurations define Salesforce for Outlook settings for reps, like which
features reps have access to, and how reps’ records sync between Outlook and Salesforce. If you’d
like to define unique settings for a subset of your sales team, create multiple Outlook configurations,
and assign reps accordingly.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
2. Click New Outlook Configuration.
3. Enter a name and description of the configuration.
USER PERMISSIONS
4. Select Active to activate the configuration.
5. Select Notify of product updates so that sales reps can see when upgrades for
Salesforce for Outlook are available to download.
6. Depending on the experience you want your reps to have, define some or all these settings.
• Assign users and profiles
• Email-related options for the Salesforce Side Panel, as well as add email and create cases
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
• Sync direction
• Conflict behavior
• Field mappings
• Matching criteria
• Modification permissions
• Advanced settings
7. Click Save.
8. Define data sets.
When first time Salesforce for Outlook users log in to Salesforce from the Salesforce for Outlook setup wizard, these settings take effect
immediately. Any changes you make to active Outlook configurations take effect the next time sales reps open Outlook.
Assign Users to Salesforce for Outlook Configurations
Define Data Settings for Salesforce for Outlook
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Set Up Email Options for Salesforce for Outlook
Help your sales teams track important Microsoft® Outlook® emails related to Salesforce contacts and leads. And get those contacts
and leads to appear directly in Outlook.
Learn How Enabling Recurring Events Affects Users
Set Up Create Case for Salesforce for Outlook Users
Define Sync Directions for Your Salesforce for Outlook Users
Set sync directions for sales reps who sync contacts, events, and tasks between Microsoft® Outlook® and Salesforce.
Define Conflict Behavior for Salesforce for Outlook
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook®
Customize fields in the records that your sales reps sync using Salesforce for Outlook. Also add custom Outlook or Salesforce fields
you want your reps to sync.
Define Matching Criteria for Salesforce for Outlook
Define how Salesforce for Outlook handles multiple matching Salesforce contacts when a contact first syncs from Outlook.
Let Users Modify Salesforce for Outlook Settings
Assign Users’ Sync Folders in Microsoft® Outlook®
You can assign your Salesforce for Outlook users’ contact, event, and task sync folders in Outlook to simplify their setup process and
keep sync folders consistent across your company. You can specify Outlook sync folders from Salesforce Outlook configurations.
Define Advanced Settings for Salesforce for Outlook
Salesforce for Outlook Configurations for Contact Manager and Group Editions
Learn about sync settings that come with Salesforce Contact Manager and Group editions.
SEE ALSO:
Salesforce for Outlook
Salesforce for Outlook Configurations for Contact Manager and Group Editions
Assign Users to Salesforce for Outlook Configurations
After you define basic information for a Salesforce for Outlook configuration, you select the Salesforce
for Outlook users that the configuration’s settings will apply to.
EDITIONS
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want
to modify. Otherwise, click New Outlook Configuration, and then complete the required
fields.
3. In the Assign Users and Profiles section, select either Profiles or Users in the Search
drop-down list.
4. If you don’t see the member you want to add, enter keywords in the search box and click Find.
5. Select members from the Available Members box, and click Add to add them to the group. If
all available users are assigned to this configuration, the Users list is empty and you can only
assign profiles.
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Available in: All Editions
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
Sales Productivity
Salesforce for Outlook
6. To remove members, select those members and click Remove. If removed users are assigned to another active configuration through
a profile, that other configuration is used the next time they open Outlook. Otherwise, removed users are unable to use Salesforce
for Outlook.
7. Click Save. All changes take effect the next time data syncs for the users in this configuration. If you assign a user who is already
assigned to a different configuration, that user is removed from the other configuration and assigned to this one. If an assigned user
is also part of a profile assigned to another active configuration, the configuration that lists the user directly is used.
SEE ALSO:
Create Salesforce for Outlook Configurations
Outlook Configurations and Email Application Publisher Layouts
Set Up Email Options for Salesforce for Outlook
Define Data Settings for Salesforce for Outlook
Data settings control the sync behavior and email functionality of Salesforce for Outlook. You can
define the following settings using the Data Settings fields in a Salesforce for Outlook configuration.
EDITIONS
• Email-related options for the Salesforce Side Panel, as well as add email and create cases
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• Sync direction
• Conflict behavior
• Field mappings
Available in: All Editions
• Matching criteria
• Modification permissions
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
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Salesforce for Outlook
Set Up Email Options for Salesforce for Outlook
Help your sales teams track important Microsoft® Outlook® emails related to Salesforce contacts
and leads. And get those contacts and leads to appear directly in Outlook.
EDITIONS
Enable the Salesforce Side Panel
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Let your sales reps see Salesforce contacts and leads that are relevant to your reps’ emails and
events.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want
to modify. Otherwise, click New Outlook Configuration, and then complete the required
fields.
3. Select Side Panel.
4. Save your changes.
Let Side Panel Sales Reps Add Emails, Attachments, Events, and Tasks to Records
The Add Email setting lets them add Outlook emails and their attachments ( ), events ( ),
and tasks ( ) to their Salesforce records directly from the side panel. You can also let your reps
Allow users to select attachments (
), which lets sales reps choose specific
attachments to add to Salesforce, instead of automatically including them all.
Available in: All Editions
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To enable Add Email, Side
Panel, and Create Case:
• Customize Application
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want to modify. Otherwise, click New
Outlook Configuration, and then complete the required fields.
3. Select Side Panel.
4. Select Add Email.
5. To let reps choose specific attachments to add to Salesforce, select Allow users to select attachments.
6. Save your changes.
Let Users Who Aren’t Working in the Side Panel Add Emails and Attachments to Records
For sales reps who don’t have the side panel enabled, the Add Email setting adds the Add Emails and Send and Add buttons to
the Outlook ribbon. The setting also lets your reps add up to 10 emails simultaneously to Salesforce.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want to modify. Otherwise, click New
Outlook Configuration, and then complete the required fields.
3. Deselect Side Panel.
4. Select Add Email.
5. Save your changes.
6. If you don’t have My Email to Salesforce enabled, click Enable in the popup message to enable it.
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Let Users Who Aren’t Working in the Side Panel Create Cases from Outlook
For sales reps who don’t have the side panel enabled, the Create Cases setting adds the drop-down list button to Outlook. The setting
also lets your reps create Salesforce cases from Outlook emails. If you’ve enabled the side panel for your reps, you can give them access
to the Side Panel Publisher. The publisher lets your reps create various kinds of Salesforce records directly from the side panel.
Note: Before you can enable the Create Case feature, review and complete the procedures in Set Up Create Case for Salesforce
for Outlook Users on page 146. Then, return to this topic to complete the following procedure.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want to modify. Otherwise, click New
Outlook Configuration, and then complete the required fields.
3. Clear the Side Panel option.
4. Select Create Case. Then, choose one of these links.
• Recommended: Choose an Existing Create Case Destination, which lets you choose existing destinations. You can choose
up to 10 destinations for each Outlook configuration.
• Create a New Create Case Destination. To create one, save your work first, then create the destination. After that, return to
the Outlook Configuration page to complete the Create Case setup requirements.
5. Save your changes.
SEE ALSO:
Add Microsoft® Outlook® Emails to Salesforce Records
Edit Your Salesforce for Outlook Email Settings
Create Salesforce for Outlook Configurations
Assign Users to Salesforce for Outlook Configurations
Email Application Publisher Layouts
Learn How Enabling Recurring Events Affects Users
Your Salesforce and API users can expect the following changes after you enable the Salesforce for
Outlook Recurring Events feature.
For
You should know that
Salesforce
users
Changes made to a series don’t affect past events.
Changes made to the following fields in an event series override changes previously
made to single events.
• Event start or end time
• All-day event
• Frequency
• Recurrence start date, if a user sends updates to invitees
In addition, if users change any of those fields, all events in the series are deleted
and re-created. As a result, the status of all invitees is reset to Not Responded.
145
EDITIONS
Available for set up from:
both Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
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Salesforce for Outlook
For
You should know that
API users
After users start syncing recurring events, the following read-only API objects appear in the API.
• EventRecurrenceException
• TaskRecurrenceException
SEE ALSO:
Set Up Email Options for Salesforce for Outlook
Outlook Configurations and Email Application Publisher Layouts
Set Up Create Case for Salesforce for Outlook Users
The Create Case feature in Salesforce for Outlook lets users create cases in Salesforce from emails
in Microsoft® Outlook®. As an administrator, you can create Email-to-Case destinations that appear
in the drop-down list button Create Cases in Outlook. For each destination, you choose the assignee,
which can be either individual users or queues. You can add up to 10 destinations for each Outlook
configuration. When users create cases, they can add up to 10 emails simultaneously for each
destination.
EDITIONS
Before Salesforce for Outlook users can create cases from Outlook emails, you’ll need to perform
the following procedures.
Available in: All Editions
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
1. If you haven’t already done so, enable and configure On-Demand Email-to-Case.
2. Define Email-to-Case destinations (also known as email routing addresses).
3. Enable the Create Case feature in your configurations, which adds the Create Cases drop-down list button in Outlook.
Salesforce for Outlook assigns a category to the emails that Salesforce for Outlook users add as cases to Salesforce. This category, Added
to Salesforce as a case, makes it easy for users to search for emails they added as cases to Salesforce.
SEE ALSO:
Email Application Publisher Layouts
Create Salesforce for Outlook Configurations
Set Up Email Options for Salesforce for Outlook
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Salesforce for Outlook
Define Sync Directions for Your Salesforce for Outlook Users
Set sync directions for sales reps who sync contacts, events, and tasks between Microsoft® Outlook®
and Salesforce.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. Create or edit a configuration, and select one of these sync directions under Data Settings for
each object being synced.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• Don’t sync—Outlook and Salesforce records aren’t synced, and you can’t select an
Outlook folder to sync within the setup wizard.
Available in: All Editions
• Salesforce to Outlook—When data first syncs, a record in Salesforce creates or
updates a record in Outlook. During future syncs, changes made to Salesforce records
appear in Outlook, regardless of whether the Outlook version of the record has changed.
In addition, deleting a synced record in Salesforce deletes its Outlook counterpart. Outlook
changes are never sent to Salesforce. The required conflict behavior setting for this option
is Salesforce always wins.
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
• Outlook to Salesforce—During its first sync, a record in Outlook creates or
updates a record in Salesforce. During future syncs, changes made to Outlook records
appear in Salesforce, regardless of whether the Salesforce version has changed. In addition,
deleting a synced record in Outlook deletes its Salesforce counterpart. Salesforce changes
are never sent to Outlook. The required conflict behavior setting for this option is Outlook always wins. This option
isn’t available for contacts.
• Sync both ways—When records sync, changes to Outlook and Salesforce sync between the two systems. If records conflict,
the conflict behavior setting determines which record wins.
3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
4. Define a data set for each object that has a sync direction.
SEE ALSO:
Outlook Configurations and Email Application Publisher Layouts
Set Up Email Options for Salesforce for Outlook
Create Salesforce for Outlook Configurations
Define Data Sets for Salesforce for Outlook
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Salesforce for Outlook
Define Conflict Behavior for Salesforce for Outlook
Conflict behavior settings determine what happens when Salesforce for Outlook encounters a
conflict when syncing data both ways. A conflict occurs when the same record is updated in both
Salesforce and Outlook or when a record is updated on one side and deleted on the other.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. Edit a configuration, and select one of the following conflict behaviors under Data Settings for
Contacts, Events, and Tasks.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
• Salesforce always wins
USER PERMISSIONS
• Outlook always wins
3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
SEE ALSO:
Outlook Configurations and Email Application Publisher Layouts
Create Salesforce for Outlook Configurations
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook®
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
Define Sync Directions for Your Salesforce for Outlook Users
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook®
Customize fields in the records that your sales reps sync using Salesforce for Outlook. Also add
custom Outlook or Salesforce fields you want your reps to sync.
EDITIONS
Field mappings define which Salesforce and Outlook fields correspond when items sync between
the two systems. Salesforce comes with a set of default mappings. Decide whether to let your sales
reps edit their own field mappings in their personal settings.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Map these custom field types.
Available in: All Editions
• Outlook text fields
• Salesforce text fields
USER PERMISSIONS
• Some Salesforce picklist fields
Edit default field mappings or set up custom field mappings for your reps.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. Select an Outlook Configuration you’d like to edit, or create a new one.
3. Under Data Settings, click Edit Field Mappings under Contacts, Events, or Tasks to
display all the fields for records on that object.
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
4. Review which Salesforce fields are mapping to each Outlook field.
5. Edit the Salesforce or Outlook field mappings you’d like to change, or create mappings for custom fields. Salesforce for Outlook lets
you edit any field mapping with a picklist. You can add more mappings at the bottom of the list. You can remove mappings by
clicking the X next to the mapping.
Warning: If you map a custom field that is universally required, make sure that it has a default value to avoid errors. Also,
mapping custom fields that require validation by Salesforce can cause sync errors. For example, you map a custom Salesforce
field that requires a unique value. If you enter a non-unique value in the Outlook field, you receive a sync error.
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6. Click Save. Field mappings begin syncing on items the next time those items are updated in either Salesforce or Outlook.
SEE ALSO:
Create Salesforce for Outlook Configurations
Outlook Configurations and Email Application Publisher Layouts
Define Matching Criteria for Salesforce for Outlook
Define Conflict Behavior for Salesforce for Outlook
Define Matching Criteria for Salesforce for Outlook
Define how Salesforce for Outlook handles multiple matching Salesforce contacts when a contact
first syncs from Outlook.
EDITIONS
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. Edit a configuration, and select one of these matching criteria options under Data Settings for
contacts.
• Most recent activity—Choose the Salesforce contact that shows the most recent
activity (such as a phone call or email), as shown in the contact’s Activity History related
list. This option is the default matching criteria.
• Last updated—Choose the Salesforce contact that was most recently modified.
• Oldest—Choose the Salesforce contact that has the earliest creation date.
3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
If we don’t find a matching contact in Salesforce, we create one that syncs with the Outlook contact.
We then either assign the synced contact to a Salesforce account, leave it unassigned, or place it
in your sales rep’s My Unresolved Items page.
SEE ALSO:
Create Salesforce for Outlook Configurations
Outlook Configurations and Email Application Publisher Layouts
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook®
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Available in: All Editions
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
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Salesforce for Outlook
Let Users Modify Salesforce for Outlook Settings
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
EDITIONS
2. Edit a configuration, and select any of the following options under Data Settings for each object
being synced. You can allow users to modify:
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• Whether object is synced
• Sync direction
Available in: All Editions
• Conflict behavior
• Field mappings
USER PERMISSIONS
• Outlook folder for syncing
3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
You can overwrite users’ modifications any time by selecting Overwrite configuration
changes made by users in a configuration. After you save the updated configuration, the
new settings replace the existing settings for users of the configuration the next time their data
syncs.
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
Assign Users’ Sync Folders in Microsoft® Outlook®
You can assign your Salesforce for Outlook users’ contact, event, and task sync folders in Outlook
to simplify their setup process and keep sync folders consistent across your company. You can
specify Outlook sync folders from Salesforce Outlook configurations.
By default, users can change the Outlook folders where their Salesforce contacts, events, and tasks
sync from the Settings menu in their Salesforce for Outlook system tray. You can prevent users from
changing their Outlook sync folders when you clear this default setting for contacts, events, and
tasks, and assign specific Outlook sync folders from users’ Outlook configurations.
Note: Assigning Outlook sync folders might create Outlook directory folders for all of the
users in your Outlook configuration. Salesforce for Outlook can’t remove Outlook sync folders
from your users’ Outlook directories after they’ve been created. If you reassign a different
folder later, the original folder remains in users’ local Outlook directories until users delete
the folder.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
EDITIONS
Available for set up in: both
Salesforce Classic and
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To create and edit Outlook
configurations:
• Configure Application
2. Open an Outlook configuration.
3. To assign a folder where users sync contacts, in Data Settings, deselect Outlook folder for
syncing contacts on the Allow users to modify: setting.
4. In the text box that appears, type the name of the Outlook folder where you want your users’ contacts to sync with Salesforce. Type
the name of a common folder that exists in the Outlook directory for each of your users, at the same directory level as the Outlook
default contacts folder. Folder names are case sensitive. If you type the name of a folder that doesn’t exist at that level for each user,
Salesforce creates the folder in Outlook for those users. To have Salesforce for Outlook sync with a nested Outlook folder, type a
filepath, including backslashes (\).
For example, to assign the Outlook folder “sfdc_sync_contacts” as a nested directory under your users’ default Outlook contacts
folder, type Contacts\sfdc_sync_contacts in the Outlook folder for syncing contacts text box,
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where Contacts is your users’ default contacts folder, and sfdc_sync_contacts is the folder where you want your users’
Salesforce contacts to sync.
If the folder exists in your users’ Outlook directories, Salesforce for Outlook syncs your contacts with it. If the folder doesn’t exist,
Salesforce for Outlook creates a folder at “Contacts\sfdc_sync_contacts.”
5. Click Save.
6. Instruct your users to save their Salesforce for Outlook settings again to confirm the changes that you’ve made to their systems. To
do so, instruct your users to:
a. In the settings wizard, right-click the Salesforce for Outlook icon (
) in their system tray, and then click Settings.
b. Click Next from Review Your Sync Direction.
c. Click Next from Control Which Outlook Items Sync.
d. Click Save from Syncing Private Items.
Salesforce for Outlook locates Outlook folders that exist in your users’ Outlook directories or creates them for your users.
7. Instruct your users to move the Outlook contacts that they want to sync to the folder that you specified.
To change the Outlook folder locations where users sync events and tasks with Salesforce, repeat steps 3 through 7 in the events and
tasks sections.
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Define Advanced Settings for Salesforce for Outlook
Use advanced settings in a Salesforce for Outlook configuration to customize the default behavior
of Salesforce for Outlook, such as setting the maximum size of the sync log. Click Edit to change
the value of an advanced setting or Remove to remove it from the configuration.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one that you want
to modify. Otherwise, click New Outlook Configuration, and then complete the required
fields.
3. Click Add Advanced Setting in the Advanced Settings section of an Outlook configuration.
4. Choose one of these settings and enter a value.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
Advanced
Setting
This setting indicates
To view configurations:
• View Setup and
Configuration
HTTPTimeout
The number of seconds Salesforce for Outlook waits while trying to
establish an HTTP connection with Salesforce. The value must be between
15 and 360 seconds, and the default is 30.
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
MaxLogFileSize
The maximum file size of the sync log you'll maintain. Value must be
between 1 and 128 MB, and the default is 1.
MaxRetries
The number of times Salesforce for Outlook tries to connect to Salesforce.
The value must be between 0 and 10, and the default is 3.
5. Click OK.
6. Click Save. All changes take effect the next time data syncs for the users in this configuration.
SEE ALSO:
Create Salesforce for Outlook Configurations
Outlook Configurations and Email Application Publisher Layouts
Define Data Sets for Salesforce for Outlook
Salesforce for Outlook Configurations for Contact Manager and Group Editions
Learn about sync settings that come with Salesforce Contact Manager and Group editions.
The setting
for
Is
Salesforce Side
Panel
Enabled
Add Email
Enabled
Contacts
• Sync Direction—Sync both ways
EDITIONS
Available to set up in: both
Salesforce Classic and
Lightning Experience
Available in: Contact
Manager and Group
Editions
• Conflict Behavior—Outlook always wins
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The setting for
Salesforce for Outlook
Is
• Filters
Contacts: User's Records
Contacts on Accounts: User's Records
Contacts in Chatter: Records User is Following
• Field Mapping—Default settings
• Matching Criteria—Most recent activity
Events
• Sync Direction—Sync both ways
• Conflict Behavior—Outlook always wins
• Filters
User's Records
Date greater or equal to LAST 30 DAYS
• Field Mapping—Default settings
Tasks
• Sync Direction—Sync both ways
• Conflict Behavior—Salesforce always wins
• Filters
User's Records
Due date greater or equal to LAST 30 DAYS
• Field Mapping—Default settings
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Define Data Sets for Salesforce for Outlook
Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They
consist of filters that limit which records sync. Each configuration must have a data set in order for
users to sync with Outlook.
The Outlook Configuration detail page shows a summary of the configuration’s current filters.
Note: If your company uses Platform Encryption, you can’t set filters on fields you’ve
encrypted. Otherwise, Salesforce for Outlook can’t sync contacts, events, or tasks for users
assigned to that configuration.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
2. Click the name of an Outlook configuration.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
3. In the Data Sets related list, click Edit.
4. Specify filters.
5. To see how many items sync with the filters you’ve specified, you can check the data set size.
6. Click Save.
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To create, edit, or delete
data sets:
• Sync Direction can’t be
Don't sync
Learning about Data Sets for Salesforce for Outlook
Configure Contact Filters for Salesforce for Outlook
Salesforce for Outlook Contact Filters
Enter Event Filters for Lightning Sync and Salesforce for Outlook
Create Task Filters for Salesforce for Outlook
Specify which tasks sync between Microsoft® Outlook® and Salesforce for your sales teams.
Sample Lightning Sync and Salesforce for Outlook Data Sets
Check the Size of Salesforce for Outlook Data Sets
SEE ALSO:
Sample Lightning Sync and Salesforce for Outlook Data Sets
Salesforce for Outlook Contact Filters
Outlook Configurations and Email Application Publisher Layouts
Check the Size of Salesforce for Outlook Data Sets
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Learning about Data Sets for Salesforce for Outlook
Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They
consist of filters that limit which records sync.
EDITIONS
Knowing What Syncs
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Salesforce for Outlook syncs records based on definitions in data sets, along with records related
to them.
Available in: All Editions
Understanding Limits to Data Sets
When using data sets, users can sync up to 5,000 records per filter between Microsoft® Outlook®
and Salesforce at a time. This means that if users have more than 5,000 records to sync based on
the configuration of their data sets, Salesforce for Outlook won't sync some of them. In addition,
users may find that syncing these large quantities of records may slow down the sync process. You
can, however, increase the limits for the number of records users can sync. Just keep in mind that
you can't reduce the likelihood of the sync process slowing down.
Increasing Limits to Data Sets
If your users are working with more than 5,000 records, you can configure their data sets so that
they can sync larger quantities of records. To do this, you'll their edit data sets to include additional
filters. For example, under Filter By Record Ownership in the Contact Filters section, choose Selected
Contacts. Then, choose User's Records under Contacts, Contacts on Opportunities, and Contacts
on Accounts. Because the data set now has three filters, your users can now sync up to 15,000
contact records.
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To create, edit, or delete
data sets:
• Sync Direction can’t be
Don't sync
Keep in mind that these various filters you set up won't necessarily select records that are mutually exclusive. Therefore, the sync process
might not sync exactly 15,000 records. To avoid this situation, you can further refine the group of contacts you want to sync. Just define
additional parameters under Filter By Additional Objects and Fields.
After defining the filters, you can get a record count for your users in the Data Set Size section. To do so, enter a user, and then click Get
Record Count. If your users still exceed sync limits for the filters you set up, you users may find that the sync process selects records in
a random fashion.
About Person Accounts
If your organization enabled person accounts and your users have more than 5,000 records in Salesforce, data sets work in a different
way. Specifically, Salesforce runs a query first on person accounts that match filter criteria, and then on contacts assigned to these
accounts. So it's possible for the sync process to reach the 5,000 record limit (including person accounts and contacts) and not include
some of the contacts your users would expect to sync.
SEE ALSO:
Configure Contact Filters for Salesforce for Outlook
Enter Event Filters for Lightning Sync and Salesforce for Outlook
Create Task Filters for Salesforce for Outlook
Check the Size of Salesforce for Outlook Data Sets
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Configure Contact Filters for Salesforce for Outlook
USER PERMISSIONS
EDITIONS
To view configurations:
View Setup and Configuration
To create, edit, or delete configurations:
Manage Email Client Configurations
To filter contacts by opportunity teams:
Opportunity Team Selling
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
To filter contacts by account teams:
Account Teams
Available in: All Editions
To create, edit, or delete data sets:
Sync Direction can’t be Don't sync
Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit which records
sync. For example, you may want to let certain users sync all contacts, but let other users sync only contacts related to their opportunity
teams. In addition, you can filter by the fields in the records, such as letting users sync only contacts related to specific accounts and
opportunities.
The Outlook Configuration detail page shows a summary of the configuration’s current filters.
Note: If your company uses Platform Encryption, you can’t set filters on fields you’ve encrypted. Otherwise, Salesforce for Outlook
can’t sync contacts, events, or tasks for users assigned to that configuration.
1. Define a data set for a configuration.
2. Under Filter By Record Ownership, specify the contacts users can sync.
3. If you choose Selected Contacts, you can further limit which contacts users sync.
For
To allow users to sync
Select
Contacts
All contacts that they own
User's Records
All contacts they and their subordinates in the role User's Team's Records
hierarchy own
Contacts on
Opportunities
Contacts related to their opportunities
User's Records
Contacts related to opportunities that they and their User's Team's Records
subordinates in the role hierarchy own
Contacts related to opportunities of which they are User's Opportunity Teams' Records
members of opportunity teams, but not
opportunities that users own
Contacts on Accounts Contacts related to their accounts
User's Records
Contacts related to accounts they and their
subordinates in the role hierarchy own
User's Team's Records
Contacts related to accounts of which they are a
team member, but not accounts that users own
User's Account Teams' Records
4. Under Filter By Additional Objects and Fields, add field-level filters you need.
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a. Select an object and a field within that object.
b. Select the correct filter operator.
c. Enter a value for the selected field.
5. To add a new filter, click Add Row; to delete the last one in the list, click Remove Row.
6. Under Other Contacts to Include, you can choose to have Chatter contacts automatically sync for users of this configuration. To do
this, select Sync contacts users follow in Chatter.
SEE ALSO:
Salesforce for Outlook Contact Filters
Define Data Sets for Salesforce for Outlook
Check the Size of Salesforce for Outlook Data Sets
Sample Lightning Sync and Salesforce for Outlook Data Sets
Salesforce for Outlook Contact Filters
Contact filters control the number of records that Salesforce for Outlook users can sync between
Outlook and Salesforce. Note the following when using contact filters.
EDITIONS
• The criteria you specify are AND based. That is, if you specify more than one criterion, the result
includes only records that match all of the criteria.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• If entering a date, use the format allowed by your Locale setting. You can also use special
date values like TODAY, NEXT WEEK, NEXT YEAR, LAST <number> DAYS, and so on.
• Place quotation marks around numbers or other data that includes commas. For example
Amount equals "10,000" returns records that have an amount of $10,000 but
Amount equals 10,000 returns $10,000 as well as $10 and $0.
Available in: All Editions
• When you use the “less than,” "greater than,” “less or equal,” or “greater or equal” operators on fields that have numeric values, records
with blank or “null” values are returned as if their value is zero (0).
• To limit results to records that are blank or contain “null” values for a particular field, choose the field and the “equals” or “not equal
to” operators, leaving the third field blank. For example, Amount equals returns records with blank amount fields. You can
search for blank values or other specified values at the same time. For example, Amount equals 1,,2 returns records where
the Amount is blank or contains the value “1” or “2”. For example, if you create a workflow a filter for accounts with the criteria
Annual Revenue less than 100000, account records match if their Annual Revenue is blank.
• To search for phone numbers, include the exact phone number formatting or example, Phone starts with (561).
• Separate search terms by commas to filter by more than one value. You can enter up to 80 characters, including commas and spaces.
For example, to search for accounts in California, New York, or Washington, use State contains CA,NY,WA.
• When you filter on standard long text area fields, such as Description, only the first 1000 characters of the field are searched.
• You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user based on
the configuration's filters.
• If you need to reference user information in your contact filters, you can add the following merge fields to them.
Merge Field
Description
$User.ID
References the ID of the current user. This merge field can be
applied to fields that contain a user lookup. The valid operators
for this merge field are Equals and Not Equal To. When creating
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Merge Field
Description
mobile view filters that reference an owner field, you can only
use the $User.ID merge field.
$User.Username
References the username of the current user. This merge field
can be applied to any text or lookup field, except picklists. The
valid operators for this merge field are Equals, Not Equal To,
Greater Than or Equal, Less Than or Equal, Contains, Does Not
Contain, and Starts With.
$User.Firstname
References the first name of the current user. This merge field
can be applied to any text or lookup field, except picklists. The
valid operators for this merge field are Equals, Not Equal To,
Greater Than or Equal, Less Than or Equal, Contains, Does Not
Contain, and Starts With.
$User.Lastname
References the last name of the current user. This merge field
can be applied to any text or lookup field, except picklists. The
valid operators for this merge field are Equals, Not Equal To,
Greater Than or Equal, Less Than or Equal, Contains, Does Not
Contain, and Starts With.
$User.Fullname
References the first and last name of the current user. This merge
field can be applied to any text or lookup field, except picklists.
The valid operators for this merge field are Equals, Not Equal To,
Greater Than or Equal, Less Than or Equal, Contains, Does Not
Contain, and Starts With.
SEE ALSO:
Configure Contact Filters for Salesforce for Outlook
Define Data Sets for Salesforce for Outlook
Check the Size of Salesforce for Outlook Data Sets
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Enter Event Filters for Lightning Sync and Salesforce for Outlook
Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They
consist of filters that limit which records sync. For example, most users may sync only current and
future events, while some users may need to also sync past events. Salesforce for Outlook syncs
events based on their end dates rather than their start dates. For example, if you’re syncing current
and future events only, a two-day event that started yesterday still syncs.
The Data Sets section of the Outlook Configuration detail page shows a summary of the
configuration's current event filters.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
1. Define a data set for a configuration.
2. Under Events, enter one of these filters in the Greater or equal to field.
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs events that ended on or after the first day of last month.
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago,
such as LAST 30 DAYS.
3. You can use the Get Record Count button to check how many records will sync for a sample
Salesforce for Outlook user based on the configuration's filters.
4. Save the data set.
Note: The following items don’t sync: all-day events beginning on the first day you’re
configured to sync, event attendees, and events that have occurred in the past (unless those
events fall within an event filter that you’ve set). Multiday events sync as single events in
either direction. Multi-day events do sync.
SEE ALSO:
Sample Lightning Sync and Salesforce for Outlook Data Sets
Check the Size of Salesforce for Outlook Data Sets
How Events Sync with Salesforce for Outlook
159
USER PERMISSIONS
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To create, edit, or delete
data sets:
• Sync Direction can’t be
Don't sync
Sales Productivity
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Create Task Filters for Salesforce for Outlook
Specify which tasks sync between Microsoft® Outlook® and Salesforce for your sales teams.
Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They
consist of filters that limit which records sync. For example, most users may sync past-due tasks,
while other users sync only current and future tasks. Salesforce for Outlook syncs tasks based on
their due dates rather than their start dates. For example, if you're syncing current and future tasks
only, a task that started yesterday still syncs.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
The Data Sets section of the Outlook Configuration detail page shows a summary of the
configuration's current task filters.
Available in: All Editions
1. Define a data set for a configuration.
USER PERMISSIONS
2. Under Tasks, enter one of these filters in the Greater or equal to field.
• TODAY—Syncs tasks that are due on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs tasks that were due on or after the first day of last month.
• LAST N DAYS—Syncs tasks that were due on or after a specified number of days ago,
such as LAST 30 DAYS.
3. Choose whether recurring Salesforce tasks sync to Outlook.
To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To create, edit, or delete
data sets:
• Sync Direction can’t be
Don't sync
4. You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user based on
the configuration's filters.
5. Save the data set.
Note: Salesforce for Outlook doesn’t sync every kind of task. These kinds of tasks never sync:
• Recurring Outlook tasks to Salesforce
• Completed tasks, if marked as completed before Salesforce for Outlook syncs
• Emails or contacts added to your to-do list when you flag items for follow-up (because Outlook doesn't consider these items
to be tasks)
SEE ALSO:
Outlook Configurations and Email Application Publisher Layouts
How Tasks Sync with Salesforce for Outlook
Sample Lightning Sync and Salesforce for Outlook Data Sets
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Sample Lightning Sync and Salesforce for Outlook Data Sets
Because users with the same role usually have similar data sync requirements, many administrators
create sync configurations based on the positions in their organization. Below are sample data sets
for common Salesforce groups. Your Salesforce for Outlook and Lightning Sync users have unique
needs, but you can use these examples as a reference to help you get started creating Outlook
configurations (for Salesforce for Outlook users) and Lightning Sync configurations (for Lightning
Sync users).
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Sales Manager
Available in: All Editions
Sales managers usually need to see records they own and the records of the users who report
to them. In addition, they need to see the latest contact information for anyone associated with
large deals in the pipeline and any upcoming meetings that might be related to these deals. They may also like to have their Chatter
contacts in Outlook.
Sample Outlook Configuration for Sales Managers:
Contacts
Contacts: User's Records, User's Team's Records
Contacts on Opportunities: User's Team's Records
Contacts on Accounts: User's Team's Records
Contacts in Chatter: Records User is Following
Events
Events: User's Records
Date greater or equal TODAY
Tasks
Tasks: User's Records
Date greater or equal TODAY
Sales Engineer
Sales Engineers often only need the contacts owned by them and the other members of their opportunity teams. They may also
want their Chatter contacts, a record of the past month's meetings, and a schedule of all future meetings.
Sample Outlook Configuration for Sales Engineers:
Contacts
Contacts: User's Records
Contacts on Opportunities: User's Opportunity Teams' Records
Contacts in Chatter: Records User is Following
Events
Events: User's Records
Date greater or equal LAST MONTH
Tasks
Tasks: User's Records
Date greater or equal LAST MONTH
Account Executive
Account executives need to see contacts related to their accounts and opportunities. The opportunities are filtered so only contacts
related to open opportunities with a probability over 40% sync. They'd also like to sync their Chatter contacts, all future meetings,
and all meetings from the last two months.
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Sample Outlook Configuration for Account Executives:
Contacts
Contacts on Opportunities: User's Records
(Probability (%) greater than 40) AND (Stage not equal to Closed Won,Closed Lost
Contacts on Accounts: User's Records
Contacts in Chatter: Records User is Following
Events
Events: User's Records
Date greater or equal LAST 60 DAYS
Tasks
Tasks: User's Records
Date greater or equal LAST 60 DAYS
SEE ALSO:
Define Data Sets for Salesforce for Outlook
Check the Size of Salesforce for Outlook Data Sets
You can use the Get Record Count button to check how many records will sync for a sample
Salesforce for Outlook user based on the configuration's filters. If the numbers are too high or low,
you can adjust the filters and check the size again. The maximum record count is 5000 per object.
1. Define a data set for a configuration.
2. Under Data Set Size, click the lookup icon next to the User field.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
3. Select a user. To test maximum size, choose a user who owns a lot of records, even one who
may not be currently assigned to the configuration.
Available in: All Editions
4. Click Get Record Count. The number of records that would sync between Outlook and
Salesforce for that user appear.
USER PERMISSIONS
5. Adjust the filters or selected user and retest the data set as needed. Nothing is saved until you
click Save.
To view Outlook data sets:
• View Setup and
Configuration
SEE ALSO:
To test Outlook data sets:
• Manage Email Client
Configurations
Define Data Sets for Salesforce for Outlook
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Track the Versions of Salesforce for Outlook Your Users Run
Quickly see which versions of Salesforce for Outlook your users are running from the Login History
report.
EDITIONS
1. From Setup, enter Login History in the Quick Find box, then select Login History.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To run reports:
• Run Reports
2. See each user’s version of Salesforce for Outlook in the Application and Client Version columns.
SEE ALSO:
Salesforce for Outlook
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Set Up Salesforce for Outlook on Your Desktop
Set Up Salesforce for Outlook on your Microsoft® Windows® desktop. That way, you can work with
Salesforce from earlier versions of Microsoft® Outlook®, like Microsoft Outlook 2010.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Download the Salesforce for Outlook Installer
Download the installer from Salesforce.
Install and Set Up Salesforce for Outlook
Manage Your Salesforce for Outlook Configuration
Depending on whether your administrator lets you change your settings, customize Salesforce
for Outlook to fit your specific needs.
Available in: All Editions
Uninstall Salesforce for Outlook
Download the Salesforce for Outlook Installer
Download the installer from Salesforce.
1.
EDITIONS
Close Microsoft® Outlook®.
2. If you’re downloading Salesforce for Outlook for the first time, continue to the next step. If you’re
upgrading, first close Salesforce for Outlook by right-clicking the Salesforce for Outlook icon
( ) in your system tray, and clicking Exit. Then, follow the steps based on the version that
you’re upgrading from:
a. To upgrade from Salesforce for Outlook v2.4.2 or earlier, uninstall your current version from
the Microsoft Windows® Control Panel.
b. To upgrade from Salesforce for Outlook v2.5.0. or later, continue to the next step.
3. From your personal settings, enter Salesforce for Outlook in the Quick Find
box, then select Salesforce for Outlook.
4. Click Download. Then click Save File. If the Download button is unavailable, ask your
administrator to assign you to an Outlook configuration.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To sync using Salesforce for
Outlook:
• Valid data set for each
object being synced
To change sync folders:
• Your Outlook profile set
as the default in your
Outlook Mail Settings
AND
Allow users to modify
Outlook folder for
syncing contacts in your
Outlook configuration
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If you’re an administrator, deploy installations to multiple users simultaneously using the .msi version of the installer.
SEE ALSO:
Getting Microsoft® Outlook® and Salesforce in Sync
Salesforce for Outlook
Salesforce for Outlook System Requirements
Install and Set Up Salesforce for Outlook
Personalize Your Salesforce Experience
Install and Set Up Salesforce for Outlook
1. Open the installation file you downloaded and saved, and complete the installation wizard.
Note: If you don’t yet have .NET 4 installed, the installation wizard installs it for you. Keep
in mind that the installation wizard prompts you to restart your machine after it installs
.NET 4. After restarting, run the installation wizard again to complete the installation
process.
2. Open Microsoft® Outlook®. The setup wizard opens, and the Salesforce for Outlook icon ( )
appears in your system tray. If the wizard doesn’t open, you can start it manually. Right-click
and click Settings.
3. If you want to log in to a site other than the default, click Change URL and pick the server to
which you want to connect. If the server you want isn’t listed, select Other... and enter
the URL, such as a custom domain used by your organization.
4. Enter your username and password.
5. Click Approve. Doing so creates a secure connection between Outlook and Salesforce. You
don’t have to log in again unless you encounter an error.
Note: If your organization restricts IP addresses, logins from untrusted IPs are blocked
until they’re activated. Salesforce automatically sends you an activation email that you
can use to log in. Doing so lets you connect without IP restrictions from anywhere.
6. Click Next, and review the sync directions set up by your administrator. To sync your Outlook
items to different folders, click Change Folder and select folders that are within your default
folder or the main Mailbox folder.
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EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
To sync using Salesforce for
Outlook:
• Valid data set for each
object being synced
To change sync folders:
• Your Outlook profile set
as the default in your
Outlook Mail Settings
AND
Allow users to modify
Outlook folder for
syncing contacts in your
Outlook configuration
Sales Productivity
Salesforce for Outlook
7. Click Next, and then select your sync method.
• Choose to sync all your contacts, events, and tasks. Mark items that you don’t want to sync with the “Don’t Sync with Salesforce”
category in Outlook.
• Choose to sync individual contacts, events, and tasks. Mark items that you want to sync with the “Sync with Salesforce” category
in Outlook.
8. Click Next, and then select the kinds of private items you want to sync.
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9. Click Save. A welcome message appears at the system tray icon ( ), which is now active. If you’re configured to sync Outlook
items, and you chose Sync Only the Outlook Items I Select for your sync method, all items in the folders you
chose start syncing automatically. The icon spins during every sync cycle.
SEE ALSO:
Salesforce for Outlook
Salesforce for Outlook System Requirements
Download the Salesforce for Outlook Installer
Uninstall Salesforce for Outlook
Manage Your Salesforce for Outlook Configuration
Depending on whether your administrator lets you change your settings, customize Salesforce for
Outlook to fit your specific needs.
EDITIONS
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. Depending on your permissions, you can:
• Edit your email settings
Available in: All Editions
• Edit your sync settings
• Edit your sync direction
USER PERMISSIONS
• Edit your conflict settings
• View your matching criteria
• Edit your field mappings
3. Save your changes. All changes take effect the next time your data syncs. Return to your original
settings any time by clicking Revert to default at the top of your modified configuration. Your
administrator can change your settings as needed.
167
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
Sales Productivity
Salesforce for Outlook
Edit Your Salesforce for Outlook Email Settings
See whether your administrator lets you add emails to Salesforce from Microsoft® Outlook®, and change your email settings based
on your needs.
Edit Your Salesforce for Outlook Sync Settings
Depending on whether your administrator gave you permissions, customize which items sync between Microsoft Outlook and
Salesforce, and the directions they sync.
Customize Your Salesforce for Outlook Sync Direction
Depending on whether your administrator gave you permission, customize sync directions between Microsoft® Outlook® and
Salesforce based on your preferences.
Edit Conflict Settings
Specify what happens when Salesforce for Outlook encounters a conflict as it syncs records between Microsoft® Outlook® and
Salesforce.
Viewing Your Salesforce for Outlook Matching Criteria
See the matching criteria your administrator assigned to you.
Specify Which Salesforce Fields Sync to Microsoft® Outlook®
Depending on your Salesforce for Outlook permissions, map fields from the Salesforce records you sync to Outlook.
Edit Your Salesforce for Outlook Email Settings
See whether your administrator lets you add emails to Salesforce from Microsoft® Outlook®, and
change your email settings based on your needs.
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
If Add Email is selected, the Add Email and Send and Add options appear in Outlook.
Note: If you don’t see the Add Email and Send and Add options, ask your administrator
to activate Email to Salesforce.
2. Click Email to Salesforce Settings.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
USER PERMISSIONS
3. Enter your own email address in My Acceptable Email Addresses. If you send
email from more than one address, separate each address with a comma.
4. Choose whether all emails are sent to My Unresolved Items (so that you can manually assign
them to related records) or to have Salesforce try to assign them first.
5. Configure Email to Salesforce to add emails as activities to matching opportunities, leads,
contacts, or all three. If you configure Email to Salesforce to associate emails to matching leads
or contacts, Salesforce searches the To and CC fields for the email addresses of your leads or
contacts. If any leads or contacts are found, Salesforce saves the email to the Activity History
related list on the appropriate record.
To access your Salesforce
for Outlook configuration:
• Assigned to an active
configuration
To edit email settings:
• Add Email
6. If you selected leads or contacts:
• Specify how Email to Salesforce processes emails that contain lead or contact information that matches duplicate records.
• Select If no matching records are found, create a task and send it to My Unresolved
Items to have email sent to My Unresolved Items if no matching records are found. If this checkbox isn’t selected, and Salesforce
can’t identify the email addresses in the To or From fields, the email isn’t saved in Salesforce.
7. Select Always save email attachments to save attachments on emails sent to Salesforce.
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8. To receive a confirmation email when an email is sent to Salesforce, select Email me confirmation of association.
9. Click Save.
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
Add Microsoft® Outlook® Emails to Salesforce Records
Salesforce for Outlook
Edit Your Salesforce for Outlook Sync Settings
Depending on whether your administrator gave you permissions, customize which items sync
between Microsoft Outlook and Salesforce, and the directions they sync.
EDITIONS
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. To see which kinds of records sync, hover over filter icons (
).
3. To stop an item from syncing, clear its checkbox. All fields related to that item are disabled on
the page.
Available in: All Editions
4. Save your changes. All changes take effect the next time your data syncs. Return to your original
settings any time by clicking Revert to default at the top of your modified configuration. Your
administrator can change your settings as needed.
USER PERMISSIONS
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
To disable sync:
• Whether object is synced
Syncing Between Microsoft® Outlook® and Salesforce
Customize Your Salesforce for Outlook Sync Direction
Depending on whether your administrator gave you permission, customize sync directions between
Microsoft® Outlook® and Salesforce based on your preferences.
EDITIONS
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. Select one of these options under Sync Direction for a particular object.
• Outlook to Salesforce—During its first sync, a record in Outlook creates or
updates a record in Salesforce. During future syncs, changes made to Outlook records
appear in Salesforce, regardless of whether the Salesforce version has changed. In addition,
deleting a synced record in Outlook deletes its Salesforce counterpart. Salesforce changes
are never sent to Outlook. The required conflict behavior setting for this option is Outlook
always wins. This option isn’t available for contacts.
• Salesforce to Outlook—When data first syncs, a record in Salesforce creates or
updates a record in Outlook. During future syncs, changes made to Salesforce records
appear in Outlook, regardless of whether the Outlook version of the record has changed.
In addition, deleting a synced record in Salesforce deletes its Outlook counterpart. Outlook
changes are never sent to Salesforce. The required conflict behavior setting for this option
is Salesforce always wins.
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Available in: All Editions
USER PERMISSIONS
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
To change sync direction
• Sync direction
Sales Productivity
Salesforce for Outlook
• Sync both ways—When records sync, changes to Outlook and Salesforce sync between the two systems. If records conflict,
the conflict behavior setting determines which record wins.
3. Save your changes. All changes take effect the next time your data syncs. Return to your original settings any time by clicking Revert
to default at the top of your modified configuration. Your administrator can change your settings as needed.
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
Edit Conflict Settings
Specify what happens when Salesforce for Outlook encounters a conflict as it syncs records between
Microsoft® Outlook® and Salesforce.
EDITIONS
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
2. Under Conflict Behavior for each object you're syncing, select one of these options.
• Salesforce always wins
Available in: All Editions
• Outlook always wins
3. Save your changes. All changes take effect the next time your data syncs. Return to your original
settings any time by clicking Revert to default at the top of your modified configuration. Your
administrator can change your settings as needed.
USER PERMISSIONS
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
To change conflict behavior
• Conflict behavior
Viewing Your Salesforce for Outlook Matching Criteria
See the matching criteria your administrator assigned to you.
EDITIONS
If you have multiple Salesforce contacts that match a contact in Outlook, Salesforce for Outlook
needs a way to determine which contact to sync. Your administrator sets criteria for the way
Salesforce for Outlook chooses the correct contact.
Review the matching preference assigned to you. Available options include:
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
• Most recent activity—Choose the Salesforce contact that shows the most recent
activity (such as a phone call or email), as shown in the contact’s Activity History related list.
This option is the default matching criteria.
Available in: All Editions
• Last updated—Choose the Salesforce contact that was most recently modified.
USER PERMISSIONS
• Oldest—Choose the Salesforce contact that has the earliest creation date.
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
To view your configuration
• Assigned to a
configuration
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Specify Which Salesforce Fields Sync to Microsoft® Outlook®
Depending on your Salesforce for Outlook permissions, map fields from the Salesforce records you
sync to Outlook.
EDITIONS
Field mappings define which Salesforce and Outlook fields correspond when items sync between
the two systems.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration.
2. Under Data Settings, click Edit Field Mappings under Contacts, Events, or Tasks to
display all the fields for records on that object.
Available in: All Editions
3. Review which Salesforce fields are mapping to each Outlook field.
USER PERMISSIONS
4. Edit the Salesforce or Outlook field mappings you’d like to change, or create mappings for
custom fields. Salesforce for Outlook lets you edit any field mapping with a picklist. You can
add more mappings at the bottom of the list. You can remove mappings by clicking the X next
to the mapping.
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
Warning: If you map a custom field that is universally required, make sure that it has a
default value to avoid errors. Also, mapping custom fields that require validation by
Salesforce can cause sync errors. For example, you map a custom Salesforce field that
requires a unique value. If you enter a non-unique value in the Outlook field, you receive
a sync error.
To change field mappings
• Let users modify Field
mappings in
configuration
5. Click Save. Field mappings begin syncing on items the next time those items are updated in either Salesforce or Outlook. Return to
your original settings any time by clicking Revert to default at the top of your modified configuration. Your administrator can
change your settings as needed.
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
Uninstall Salesforce for Outlook
1. Close Outlook.
2. Right-click the sync icon (
EDITIONS
) and select Exit.
3. Using your Windows Add or Remove Programs tool, remove Salesforce for Outlook.
4. If you’re reinstalling Salesforce for Outlook, remove the old Salesforce for Outlook database files
in C:\Users\username\AppData\Roaming\salesforce.com\Salesforce
for Outlook\DB\.
If you don’t remove the old database files, Salesforce for Outlook continues to sync using your
old settings.
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This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Sales Productivity
Salesforce for Outlook
Manage How Microsoft® Outlook® Items Sync with Salesforce
Manage your contacts, events, and tasks using Outlook categories to get your Outlook items to
sync with Salesforce the way you want—by either selecting the items you’d like to sync, or syncing
all your items, and selecting the items you’d like to prevent from syncing.
View your sync settings from the Windows® system tray, and then manage how you’ll sync your
Outlook items with Salesforce.
1. Right click the Salesforce for Outlook icon (
) in the system tray.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
2. Click Settings, and then click Next.
3. See whether you’re set up to sync items with the Sync Only the Outlook Items I Select option or the Sync
All Outlook Items option.
• If you’re set up to sync with the Sync Only the Outlook Items I Select option, Salesforce for Outlook syncs
only the Outlook items you choose. You’ll assign the category Sync with Salesforce to the items you want to sync
on page 172.
• If you’re set up to sync with the Sync All Outlook Items option, Salesforce for Outlook syncs all your Outlook items.
You’ll assign the category Don’t Sync with Salesforce to the items you want to prevent from syncing on page 173.
4. Click Cancel.
Choose Which Microsoft® Outlook® Items Sync with Salesforce
If you’re set up to sync your Outlook contacts, events, and tasks to Salesforce using the Sync Only the Outlook Items
I Select option in Salesforce for Outlook, you’ll need to select which Outlook items you want to sync.
Prevent Which Microsoft® Outlook® Items Sync with Salesforce
If you’re set up to sync your Outlook contacts, events, and tasks to Salesforce using the Sync All Outlook Items option
in Salesforce for Outlook, you can still control which items you don’t want to sync.
Delete Items Syncing with Salesforce for Outlook
Remove an item syncing with Salesforce for Outlook from both Salesforce and Outlook by deleting the item in one system only. Take
care to give special treatment to recurring tasks and recently-updated items you want to delete.
Choose Which Microsoft® Outlook® Items Sync with Salesforce
If you’re set up to sync your Outlook contacts, events, and tasks to Salesforce using the Sync
Only the Outlook Items I Select option in Salesforce for Outlook, you’ll need to
select which Outlook items you want to sync.
1. In Outlook, select the contacts, events, and tasks you want to sync.
2. On the Outlook ribbon, click Categorize.
3. Select the category Sync with Salesforce.
The items you categorized will start syncing during the next sync cycle.
172
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Sales Productivity
Salesforce for Outlook
Prevent Which Microsoft® Outlook® Items Sync with Salesforce
If you’re set up to sync your Outlook contacts, events, and tasks to Salesforce using the Sync
All Outlook Items option in Salesforce for Outlook, you can still control which items you
don’t want to sync.
1. In Outlook, select the contacts, events, and tasks you want to prevent from syncing.
2. On the Outlook ribbon, click Categorize.
3. Select the category Don’t Sync with Salesforce.
The items you categorized will stop syncing after the next sync cycle.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Delete Items Syncing with Salesforce for Outlook
Remove an item syncing with Salesforce for Outlook from both Salesforce and Outlook by deleting
the item in one system only. Take care to give special treatment to recurring tasks and
recently-updated items you want to delete.
EDITIONS
First, check the sync direction for the contact, event, or task you want to delete. Next, delete the
item from the system in which the item is set to flow from. If your items are set to sync in both
directions, you can delete items from either system.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
As a result, Salesforce for Outlook automatically removes the corresponding item in the other system.
Available in: All Editions
Note: Recurring tasks only sync from Salesforce, so there’s no need to check the sync direction
before deleting those items: always delete recurring tasks in Salesforce.
1. From your personal settings, enter Salesforce for Outlook in the Quick Find
box, then click View My Configuration.
2. Review the sync direction setting for the contact, event, or (non-recurring) task that you want
to delete.
USER PERMISSIONS
To delete items syncing
between Salesforce and
Outlook
• Delete on all objects that
users want to delete
3. Delete the item in the system from which sync is flowing.
For example, if you want to delete a contact, and your contacts are set to sync from Outlook to
Salesforce, delete the contact in Outlook.
The item you deleted is removed from both systems during the next sync cycle.
If the item was not removed from both systems, you—or another sales rep—may have updated that record within the same sync cycle
and Salesforce for Outlook gave preference to the update over the delete. This behavior happens as a result of Conflict Behavior
set in someone’s Salesforce for Outlook configuration, which would have let the update in one system “win” over the delete in the other.
In this case, delete the record again to remove it from both systems. Or maybe check with your coworker first, who obviously cares about
that item!
Access Salesforce for Outlook Settings and Tools
After you install Salesforce for Outlook, an icon (
tray.
) appears in your Microsoft® Windows system
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
From the system tray icon, you can:
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Sales Productivity
Salesforce for Outlook
• Sync Outlook and Salesforce items
• View your sync log
• Resolve your unresolved synced items
• Manage your Salesforce for Outlook configuration
• Manage which Outlook items sync with Salesforce on page 172
• Change your login information
• Hide alerts
• View errors
• Change your sync folders
• Access the Salesforce for Outlook online help
Accessing the System Tray Application
• If you don't see the icon, just restart the application by double-clicking the Salesforce for Outlook shortcut on your desktop or
the application in your computer's Programs directory (Start > All Programs > salesforce.com > Salesforce for Outlook).
• If the icon is disabled (
), you may need to start Outlook.
• If you don’t see the icon, you might need to click the arrow next to the system tray and drag the Salesforce for Outlook icon to
the system tray.
Viewing the Salesforce for Outlook Sync Log
Changing Your Salesforce for Outlook Login Information
Change Your Salesforce for Outlook Sync Folders
If you want to sync contacts, events, and tasks between Microsoft® Outlook® and Salesforce, you can set up Salesforce for Outlook
to sync items in the Outlook folders of your choice.
Hide Salesforce for Outlook Alerts
If you’d rather not see system tray alerts for sync and other errors, you can hide them.
View Salesforce for Outlook Errors
Remove Customer Data from Your Salesforce for Outlook Logs
If you’re required to delete customer data from Salesforce, in addition to removing records, you’re required to delete the Salesforce
for Outlook logs saved to your computer.
Viewing the Salesforce for Outlook Sync Log
The sync log records troubleshooting information for Salesforce for Outlook, including the number
of records that had errors and the number of records that were created, updated, or deleted during
sync.
To view this log, right-click the system tray icon (
) and click Sync > View Sync Log.
SEE ALSO:
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Access Salesforce for Outlook Settings and Tools
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Sales Productivity
Salesforce for Outlook
Changing Your Salesforce for Outlook Login Information
If your Salesforce username or password changes, you'll need to update your login information in
Salesforce for Outlook.
EDITIONS
1. Right-click the system tray icon (
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
) on your desktop and select Settings...
2. Click Change User.
3. Enter your correct Salesforce username and password, and click Login. Doing so creates a
secure connection between Outlook and Salesforce. You don’t have to log in again unless you
encounter an error.
4. Click Allow to give Salesforce for Outlook access to Salesforce.
5. Click Next and then click Save.
Available in: All Editions
USER PERMISSIONS
To log in to Salesforce for
Outlook
• Assigned to an active
configuration
SEE ALSO:
Access Salesforce for Outlook Settings and Tools
Change Your Salesforce for Outlook Sync Folders
If you want to sync contacts, events, and tasks between Microsoft® Outlook® and Salesforce, you
can set up Salesforce for Outlook to sync items in the Outlook folders of your choice.
1. Right-click the system tray icon (
) on your desktop and select Settings....
2. Click Change Folder and select or create a folder that’s within your default folders or the main
Mailbox folder.
3. Click Save.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
SEE ALSO:
USER PERMISSIONS
Access Salesforce for Outlook Settings and Tools
To change sync folders:
• Assigned to an active
configuration
AND
Your Outlook profile set
as the default in your
Outlook Mail Settings
Hide Salesforce for Outlook Alerts
If you’d rather not see system tray alerts for sync and other errors, you can hide them.
Right-click the system tray icon (
EDITIONS
) and click Hide Alerts.
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
SEE ALSO:
Access Salesforce for Outlook Settings and Tools
Available in: All Editions
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Sales Productivity
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View Salesforce for Outlook Errors
Whenever Salesforce for Outlook has problems syncing your data, the system tray icon changes to
an error icon ( ), and the status text at the top of the system tray shortcut menu displays the
number of errors.
To view these errors, double-click the system tray icon or click the text in the shortcut menu to
open the Salesforce for Outlook Error dialog box. If an error relates to a specific Outlook record, you
can click the record's link to edit that record in Outlook.
To refresh the list after you resolve errors, click Try Again. Salesforce for Outlook syncs your data
and removes any errors that have been resolved.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
SEE ALSO:
Access Salesforce for Outlook Settings and Tools
Remove Customer Data from Your Salesforce for Outlook Logs
If you’re required to delete customer data from Salesforce, in addition to removing records, you’re required to delete the Salesforce for
Outlook logs saved to your computer.
Salesforce for Outlook logs store details about that product’s activity. The logs help Salesforce Customer Support debug issues, if you
have them. However, if you’re required to delete customer data from Salesforce, you also have to delete the Salesforce for Outlook logs
saved to your computer.
Note: If you delete your Salesforce for Outlook logs, activity from those logs is no longer available for debugging issues with
Customer Support. But Salesforce for Outlook creates logs for new activity when it occurs. If you’re running into issues, make sure
that you address them before deleting your logs.
1. Close Outlook.
2. Right-click the sync icon (
) and select Exit.
3. From C:\Users\username\AppData\Roaming\salesforce.com\Salesforce for Outlook\logs, delete
the files Trace.log and Sync.log.
What’s the Latest with Salesforce for Outlook?
Get access to Salesforce for Outlook release notes, videos, and guides to keep you informed about
the most efficient ways to manage your Microsoft® Outlook® and Salesforce integration routine.
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
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Sales Productivity
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If you want to
Check out
This includes details about
Learn about the latest
features, updates, and
bug fixes
What’s new with Salesforce for Outlook?
The most recent and past releases. These release notes
are really for administrators, but you’ll find them useful,
too.
See how to integrate
Outlook and Salesforce
Getting Started with Salesforce for Outlook How you’ll integrate Outlook and Salesforce, and how
you can download and install Salesforce for Outlook.
Using the Salesforce Side Panel to Work with Working with Salesforce records directly in Outlook. The
Salesforce Side Panel, included with Salesforce for
Records in Microsoft® Outlook®
Outlook, makes it simple to:
• View and work with contacts and leads related to
your emails
• Add Outlook emails and events to Salesforce records
• Send and add Outlook emails to Salesforce records
at the same time
Learning about Sync Directions (Salesforce The settings for sync directions your administrator defined
for you, and whether you have permissions to change
Classic)
those settings.
Quickly set up your
system to sync between
Outlook and Salesforce
Getting Microsoft® Outlook® and Salesforce in
Sync
How the Outlook and Salesforce integration process
works, and:
• System requirements
• Download and installation procedures
• Configuration preferences, so you can sync only the
contacts, events, and tasks you want
Salesforce for Outlook FAQ
Take a look at some common questions that come up for Salesforce for Outlook.
Category
Questions
General Salesforce for What’s the difference between private items in both Salesforce and
Outlook Questions
Microsoft® Outlook®?
Installing Salesforce
for Outlook
Does Salesforce for Outlook support terminal servers?
Why is my Salesforce for Outlook installation failing on the prerequisites
screen?
Configuring
Can I map custom fields I’m syncing with Salesforce for Outlook?
Salesforce for Outlook
Can I mass configure Salesforce for Outlook?
Can I use filter logic in Salesforce for Outlook data sets?
177
EDITIONS
This feature available to
manage from: both
Salesforce Classic and
Lightning Experience
Available in: All Editions
Sales Productivity
Salesforce for Outlook
Category
Questions
Syncing with Salesforce for
Outlook
Should I sync Outlook or use import wizards to upload my data into Salesforce?
Can I sync person accounts by using Salesforce for Outlook?
Can I add cases using Salesforce for Outlook?
Can I associate Outlook records to custom objects using Salesforce for Outlook?
Managing Synced Records
Why does Salesforce for Outlook create duplicate records in Microsoft® Outlook®?
Why does Salesforce for Outlook create duplicate contacts in Salesforce and Microsoft® Outlook®?
Why does Salesforce for Outlook delete my Outlook records after I sync?
Adding Emails to Salesforce
Records
Which email integration product is right for my company?
Can I add emails to Salesforce records?
Why isn’t Salesforce for Outlook adding emails to the right contact or lead in Salesforce?
Why can’t I add emails to Salesforce?
When I add emails to Salesforce, how can I include email attachments?
Syncing Contacts
How do I enable contacts for sync in Salesforce for Outlook?
Protecting Your Data
How does Salesforce for Outlook protect emails?
Does Salesforce support single sign-on (SSO) for Salesforce for Outlook?
How secure is Salesforce for Outlook?
What’s the difference between private items in both Salesforce and Microsoft® Outlook®?
Does Salesforce for Outlook support terminal servers?
Why is my Salesforce for Outlook installation failing on the prerequisites screen?
Can I map custom fields I’m syncing with Salesforce for Outlook?
Can I mass configure Salesforce for Outlook?
Can I use filter logic in Salesforce for Outlook data sets?
Can I sync person accounts by using Salesforce for Outlook?
Can I add cases using Salesforce for Outlook?
Can I associate Outlook records to custom objects using Salesforce for Outlook?
Why does Salesforce for Outlook create duplicate records in Microsoft® Outlook®?
Why does Salesforce for Outlook create duplicate contacts in Salesforce and Microsoft® Outlook®?
Why does Salesforce for Outlook delete my Outlook records after I sync?
Why isn’t Salesforce for Outlook adding emails to the right contact or lead in Salesforce?
Why can’t I add emails to Salesforce?
When I add emails to Salesforce, how can I include email attachments?
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Salesforce for Outlook
How do I enable contacts for sync in Salesforce for Outlook?
How does Salesforce for Outlook protect emails?
Does Salesforce support single sign-on (SSO) for Salesforce for Outlook?
How secure is Salesforce for Outlook?
What’s the difference between private items in both Salesforce and Microsoft® Outlook®?
Private items in Microsoft Outlook and Salesforce differ in unexpected ways. Before choosing to sync private events, consider how they’re
displayed to colleagues in each system.
Item
Private in Outlook
Marked private in Salesforce
Contacts
Your Exchange administrator can see your contacts.
Other users cannot.
Other Salesforce users can see contacts that are associated
with accounts.
Contacts that aren’t associated with accounts are private
and aren’t visible to other Salesforce users except for
Salesforce administrators who can view, edit, and report
on contacts.
Events
Your Exchange administrator can see your events. Other Only blocks of time, and not event details are visible to
users cannot.
other Salesforce users, except for Salesforce administrators
who can view, edit, and report on events.
Tasks
Your Exchange administrator can see your tasks. Other Salesforce doesn’t include any means for keeping tasks
users cannot.
private. So other Salesforce users can see your tasks.
SEE ALSO:
Salesforce for Outlook
Syncing Between Microsoft® Outlook® and Salesforce
Does Salesforce for Outlook support terminal servers?
No. Salesforce for Outlook does not support terminal servers, such as Citrix.
SEE ALSO:
Salesforce for Outlook
Why is my Salesforce for Outlook installation failing on the prerequisites screen?
Your system may not meet all system requirements for Salesforce for Outlook. Verify your system meets these requirements, then try
installing Salesforce for Outlook again.
SEE ALSO:
Salesforce for Outlook
Install and Set Up Salesforce for Outlook
Salesforce for Outlook System Requirements
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Can I map custom fields I’m syncing with Salesforce for Outlook?
Yes. You can map a Salesforce field to a custom Outlook field, or an Outlook field to a custom Salesforce field using Salesforce for Outlook.
These field types are available to map:
• Outlook text fields
• Salesforce text fields
• Some Salesforce picklist fields
To map to custom fields, open an Outlook configuration. Under Field Mapping, select Custom Field... from the end of
the corresponding Outlook Field picklist. Enter the field's name and click OK.
SEE ALSO:
Specify Which Salesforce Fields Sync to Microsoft® Outlook®
Can I mass configure Salesforce for Outlook?
Yes, you can create a configuration in Salesforce and assign it to profiles or even specific users. When those users set up Salesforce for
Outlook, the configuration's settings are automatically deployed to Outlook.
SEE ALSO:
Manage Your Salesforce for Outlook Configuration
Can I use filter logic in Salesforce for Outlook data sets?
Admins can use filter logic to limit which records your users sync using Salesforce for Outlook, but users can’t.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Can I sync person accounts by using Salesforce for Outlook?
No. You can’t upload person accounts by using Salesforce for Outlook.
For information on how to import person accounts into your Salesforce organization, see Data Import Wizard.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Can I add cases using Salesforce for Outlook?
Yes, Salesforce for Outlook supports adding emails to Salesforce as cases.
SEE ALSO:
Create Cases from the Outlook Ribbon with Salesforce for Outlook
Set Up Create Case for Salesforce for Outlook Users
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Can I associate Outlook records to custom objects using Salesforce for Outlook?
You can assign synced events and tasks to several different objects, including custom objects, but you can assign synced contacts only
to accounts.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Why does Salesforce for Outlook create duplicate records in Microsoft® Outlook®?
If you either mark items as Private or assign them to the Outlook category Don’t Sync with Salesforce, and you sync contacts, events, and
tasks from Salesforce to Outlook, Salesforce for Outlook may create duplicate records in Outlook.
This can happen if you have Salesforce items that contain the same information as the Outlook items you either marked as Private or
assigned to the category Don’t Sync with Salesforce. These items were never mapped to each other, so Salesforce for Outlook treats them
separately, resulting in duplicates.
If you want to remove duplicates, it’s best to remove the ones in Outlook that you either marked as Private or assigned to the Outlook
category Don’t Sync with Salesforce. Doing this ensures that you don’t delete information in Salesforce to which other users may have
contributed.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Why does Salesforce for Outlook create duplicate contacts in Salesforce and Microsoft® Outlook®?
If you sync your team’s records and they include different information for some of the same contacts you own, Salesforce for Outlook
may create duplicate contacts in both Salesforce and Outlook.
For example, you and a team member both have a contact for Christina Wills. But the two contacts list different companies for her.
Salesforce for Outlook syncs the contacts for you and your team members, resulting in duplicates in Salesforce and Outlook.
To avoid this, coordinate with your team members so you share the same contact information. You’ll need to remove the contacts
containing the outdated information.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Why does Salesforce for Outlook delete my Outlook records after I sync?
Salesforce for Outlook automatically syncs records you own, as well as records to which you have read/write access that are:
• Associated with accounts you own
• Associated with accounts of which you are an account team member
• Owned by members of your sync profile’s groups
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If you try to sync a record from Outlook to Salesforce that doesn’t fit in the above categories, the sync process may attempt to delete
that record from Outlook during a later sync. To avoid deletion of these records, assign them to the Outlook category Don’t Sync with
Salesforce.
SEE ALSO:
Syncing Between Microsoft® Outlook® and Salesforce
Why isn’t Salesforce for Outlook adding emails to the right contact or lead in Salesforce?
One of the following may be occurring.
If you see
Salesforce for Outlook may be
adding your emails to
You should
Duplicate records in Salesforce Side Panel
The wrong records
Consider merging the duplicate records
No matching record in Salesforce side panel My Unresolved Items
Add the matching contacts or leads to
Salesforce and associate the unresolved
emails with your new contacts or leads
Remove your company’s domain from
Excluded Domains in your My Email
to Salesforce settings
SEE ALSO:
Edit Your Salesforce for Outlook Email Settings
Why can’t I add emails to Salesforce?
If you receive the error message User is not authorized to send emails to this service when you use
Salesforce for Outlook to add emails, your email address isn’t authorized in Salesforce.
To authorize email addresses in Salesforce:
1. From your personal settings, enter My Email to Salesforce in the Quick Find box, then select My Email to Salesforce.
2. In My Acceptable Email Addresses, enter the email addresses you want to authorize. Salesforce allows you to add emails through
Salesforce for Outlook from only the addresses listed in this field. You cannot leave this field empty.
SEE ALSO:
Edit Your Salesforce for Outlook Email Settings
Personalize Your Salesforce Experience
When I add emails to Salesforce, how can I include email attachments?
If you meet these requirements, you can include email attachments when you add emails to Salesforce.
• You and your administrator enable the correct settings.
• Salesforce has enough space to store the attachment.
• The attachment file size doesn’t exceed Salesforce general email limits.
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When you add an email to Salesforce, the email is added as a new task. When you add email attachments using Salesforce for Outlook
or Email to Salesforce, attachments are included on the Attachments related lists. When you add attachments using Lightning for
Outlook, attachments are added to your Salesforce Files.
Depending on how your administrator configured your settings, you can add email attachments to Salesforce in one of several ways.
If you’re using
You enable
Lightning for Outlook
Lightning for Outlook in
Lightning for Outlook in
®
supported versions of Microsoft Salesforce Setup
Outlook, by selecting Manage
add-ins. If Lightning for
Outlook isn’t available, add it
from the Microsoft® Office Store.
Salesforce for Outlook with side
panel
Your administrator enables Add attachments to
Salesforce like this
Side Panel and Add
Email in your Outlook
configuration
After you add the email to
Salesforce from Lightning for
Outlook, select the option to
include attachments.
Automatically, after you add an
email to Salesforce from the side
panel.
Side Panel, Add Email, When you select
after you
and Allow users to
add an email to Salesforce from
select attachments in the side panel.
your Outlook configuration
Salesforce for Outlook without
side panel
Email to Salesforce
Always save email
attachments selected
Automatically, after you add an
in Salesforce Setup and an active email to Salesforce using the
Add Emails or Send and
Outlook configuration that
includes you
Add buttons in Outlook.
Email to Salesforce
Email to Salesforce
in your Email settings, with
in Salesforce Setup
Email to Salesforce
in your Email settings, with
Email to Salesforce
Always save email
attachments selected
Automatically, after you send the
email to your Email to Salesforce
address.
SEE ALSO:
Email and Email Template Allocations per Edition
Add Microsoft® Outlook® Emails to Salesforce Records
Set Up Email Options for Salesforce for Outlook
Set Up Email to Salesforce
Enable Email to Salesforce for Your Users
How do I enable contacts for sync in Salesforce for Outlook?
Your administrator needs to perform the following two tasks before you can sync contacts between Microsoft® Outlook® and Salesforce.
• Your administrator creates a configuration that allows users to sync contacts.
• Your administrator defines a data set for that configuration.
After your administrator performs those tasks, you may have permissions to enable contacts for sync by completing the following
procedure.
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1. From your personal settings, enter Salesforce for Outlook in the Quick Find box, then select Salesforce for
Outlook.
2. Click View My Configuration.
3. Under the Sync Settings section, verify you have Contacts selected. If you're unable to select it, contact your administrator, who can
enable contact syncing for you.
SEE ALSO:
Edit Your Salesforce for Outlook Sync Settings
How Your Contacts Sync with Salesforce for Outlook
Learning about Data Sets for Salesforce for Outlook
Personalize Your Salesforce Experience
How does Salesforce for Outlook protect emails?
Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for
Outlook. When using SAML for Salesforce for Outlook, My Domain is required.
SEE ALSO:
Edit Your Salesforce for Outlook Email Settings
Does Salesforce support single sign-on (SSO) for Salesforce for Outlook?
Yes. Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce
for Outlook. When using delegated authentication, users need to log into Salesforce the first time they use Salesforce for Outlook. When
using SAML for Salesforce for Outlook, My Domain is required.
How secure is Salesforce for Outlook?
Salesforce for Outlook, a .NET application you install on your machine, securely connects to Salesforce. Specifically,
For
Salesforce for Outlook uses
Usernames and passwords
OAuth 2.0 to authenticate with Salesforce.
We store usernames and encrypted OAuth refresh tokens locally. We never store passwords.
Connections to Salesforce
SSL 128-bit encryption through an HTTPS connection.
Mail Merge
A mail merge is the process of generating form letters and other Microsoft® Word documents that
are personalized for the recipient, who is often a contact or lead. The content of each document is
predefined in a mail merge template. Mail merge templates include variables called merge fields
where data from your Salesforce records—for example a contact's name and address—displays
in the generated document.
EDITIONS
This feature is available in
Salesforce Classic
Available in: All Editions
Important: Salesforce ended support for Standard Mail Merge and Connect for Office on
March 4, 2017. This change means that Salesforce no longer provides support or maintenance
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when there is an issue with those products. To let sales reps continue running mail merges with Salesforce data, migrate your sales
reps to Extended Mail Merge.
Note: Standard mail merge requires:
• Microsoft® Internet Explorer® versions 9, 10, and 11
• Microsoft® Excel 2007 to use the Excel add-in. (The Word add-in is not supported for Microsoft Word 2007.)
• Microsoft Windows Vista® (32-bit only) - Until Salesforce disables TLS 1.0.
Generating Single Mail Merge Documents
To generate a Microsoft Word document for an individual record, open the record’s detail page and click Mail Merge on the Activity
History related list.
Generating Mass Mail Merge Documents
To generate Microsoft Word documents for multiple records, such as when sending a mass mailing, see the Salesforce Bulk Mail Merge
Process document.
Alternatively, if Extended Mail Merge has been enabled for your organization you can easily generate mail merge documents—such as
form letters with matching envelopes and address labels—for multiple records at the same time.
Managing Mail Merge Templates
Send a Single Mail Merge Document
Create mail merge documents using fields supported objects.
Generate Mass Mail Merge Documents with Extended Mail Merge
SEE ALSO:
Installing the Mail Merge ActiveX Control
Generate Mass Mail Merge Documents with Extended Mail Merge
Send a Single Mail Merge Document
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Managing Mail Merge Templates
Mail merge templates define the content of a form letter or other mail merge document. They
include variables called merge fields where data from your records—for example a contact’s name
and address—displays in the generated document.
As an administrator, you’re responsible for building mail merge templates in Microsoft Word and
uploading them to Salesforce to make them available for your users. To get started, see the following
topics or Download sample mail merge templates.
Considerations for Using Merge Fields in Mail Merge Templates
When you use merge fields in mail merge templates, you can incorporate data from your records
into the mail merge templates you create in Microsoft Word. It’s a good idea to understand
how merge fields work so that you know what to expect in your merged documents.
Create Mail Merge Templates in Salesforce Classic
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
USER PERMISSIONS
To upload and edit mail
merge templates:
• Manage Public
Templates
Modify Existing Mail Merge Templates in Salesforce Classic
Create Mail Merge Templates with Microsoft® Word
The Connect for Office Word add-in provides a complete list of valid merge fields for you to insert. When Salesforce disables TLS 1.0,
we’re ending support for Connect for Office.
Uploading Mail Merge Templates to Salesforce
SEE ALSO:
Mail Merge
Considerations for Using Merge Fields in Mail Merge Templates
Send a Single Mail Merge Document
Considerations for Using Merge Fields in Mail Merge Templates
When you use merge fields in mail merge templates, you can incorporate data from your records
into the mail merge templates you create in Microsoft Word. It’s a good idea to understand how
merge fields work so that you know what to expect in your merged documents.
Guidelines for Syntax and Formatting
EDITIONS
This feature is available in
Salesforce Classic
Available in: All Editions
Mail merge templates are created by uploading documents to Salesforce from your desktop. The
syntax for these merge fields is OBJECT_FIELD_NAME or FIELD_NAME. Merge fields for
mail merge templates must:
• Be unique
• Contain only letters, numbers, and the underscore (_) character
• Not exceed 40 characters
For example: AccountNumber. To make sure that you’re using the correct syntax, use Connect for Office to insert merge fields into
your mail merge template.
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Merge Field Compatibility
• You can use custom Contact or Lead fields for merging, but only for documents generated from that field’s object. For example, a
custom Lead field can only be used for templates for leads.
• Merge fields for products on opportunities are only available to organizations that have enabled products.
• Approval Process merge fields can be used in email templates, but not mail merge templates.
• Campaign and campaign member merge fields cannot be used in mail merge templates.
Create Mail Merge Templates in Salesforce Classic
1. Open a new blank document in Microsoft® Word 2007.
EDITIONS
2. Use Word to compose the document so it contains the text, data, and formatting your users
require.
3. Locate the text or data variables in your Word document that will change each time the template
is used. For example, in the salutation “Dear Bob,” “Bob” is a variable because it will change
when the letter is sent to a different person.
4. Replace each variable with the appropriate Salesforce merge field.
Important: Each mail merge field label you use must be unique.
a. Place your cursor where you want to insert a merge field.
b. In Word 2007, select the Insert tab on the Ribbon, click Quick Parts in the Text group, and
then click Field.
This feature is available in
Salesforce Classic
Available in: All Editions
USER PERMISSIONS
To upload and edit mail
merge templates:
• Manage Public
Templates
c. Select Mail Merge in the Categories drop-down list.
d. Select MergeField in the Field names box.
e. In the Field Properties area of the Field name box, manually enter the valid merge field, such as
Opportunity_LineItem_ProductName. To create a complete list of the standard and custom fields available in your
Salesforce organization, visit the Locate Record Field Names for Mail Merge article.
f. Click OK.
Note: To list information about all products associated with an opportunity, insert the
Opportunity_LineItem_Start merge field where you want to begin listing product information. Then, insert
all the merge fields you want to include for each product on an opportunity. Finally, insert the
Opportunity_LineItem_End to end the list.
5. Save your Word document.
6. Proceed to Uploading Mail Merge Templates to Salesforce on page 190.
Tip: For best results:
• Do not configure mail merge templates as “protected” or “restricted access” in Microsoft Word. Please refer to Word's help for
information about protected Word documents. (In Word, press F1 to open help.)
• Do not connect mail merge templates to external data sources such as Excel worksheets or Access databases. Please refer to
Word's help for information about restoring mail merge documents to what Word calls “normal Word documents.”
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For details on how to set up your template with these tips in mind, refer to Guidelines for Uploading Mail Merge Templates.
SEE ALSO:
Managing Mail Merge Templates
Mail Merge
Modify Existing Mail Merge Templates in Salesforce Classic
1. Download the sample mail merge templates and unzip the files to a convenient directory on
your hard drive.
EDITIONS
2. Review the instructions provided in
This feature is available in
Salesforce Classic
salesforce_mailmerge_templates_howto.doc.
3. Open the desired sample template in Microsoft Word.
Available in: All Editions
4. Save a copy of the sample template to your computer's desktop or other convenient location.
In Word 2007, select Save As from the Office button then choose an appropriate file name and
destination folder.
USER PERMISSIONS
5. Optionally, customize the text and formatting of the template.
6. Press ALT+F9 to display the hidden mail merge field codes.
Each of the mail merge fields should now appear in curly braces as follows: {MERGEFIELD
To upload and edit mail
merge templates:
• Manage Public
Templates
Contact_FullName \* MERGEFORMAT}
7. Change or add merge fields as necessary.
a. Place your cursor where you want to insert a merge field.
b. In Word 2007, select the Insert tab on the Ribbon, click Quick Parts in the Text group, and then click Field.
c. Select Mail Merge in the Categories drop-down list.
d. Select MergeField in the Field names box.
e. In the Field Properties area of the Field name box, manually enter the valid merge field, such as
Opportunity_LineItem_ProductName. To create a complete list of the standard and custom fields available in your
Salesforce organization, visit the Locate Record Field Names for Mail Merge article.
f. Click OK.
Note: To list information about all products associated with an opportunity, insert the
Opportunity_LineItem_Start merge field where you want to begin listing product information. Then, insert
all the merge fields you want to include for each product on an opportunity. Finally, insert the
Opportunity_LineItem_End to end the list.
8. Save your Word document.
9. Proceed to Uploading Mail Merge Templates to Salesforce on page 190.
Tip: For best results:
• Do not configure mail merge templates as “protected” or “restricted access” in Microsoft Word. Please refer to Word's help for
information about protected Word documents. (In Word, press F1 to open help.)
• Do not connect mail merge templates to external data sources such as Excel worksheets or Access databases. Please refer to
Word's help for information about restoring mail merge documents to what Word calls “normal Word documents.”
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For details on how to set up your template with these tips in mind, refer to Guidelines for Uploading Mail Merge Templates.
SEE ALSO:
Managing Mail Merge Templates
Considerations for Using Merge Fields in Email Templates
Mail Merge
Create Mail Merge Templates with Microsoft® Word
The Connect for Office Word add-in provides a complete list of valid merge fields for you to insert.
When Salesforce disables TLS 1.0, we’re ending support for Connect for Office.
Important: When Salesforce disables TLS 1.0, we’re ending support for Connect for Office.
This change means that there’s no guarantee that Connect for Office can establish a connection
between Salesforce and Microsoft® Word or Excel. Even if sales reps can establish a connection,
Salesforce no longer provides support or maintenance when there’s an issue.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
Important: Each mail merge field label you use must be unique.
1. Open Microsoft Word.
2.
If you use
You’ll
Word 2003 or earlier Select Log In from the Salesforce drop-down menu on the toolbar.
Word 2007
Open the Salesforce tab on the Ribbon, click the Merge Fields drop-drown menu, and then select Log In.
3. Enter your Salesforce username and password.
4. Click Login.
Note: When you are successfully logged in and have an active session, the Log In command in the drop-down button is
disabled. To log out, click Log Out.
5. Create your mail merge template from an existing or blank Word document.
6. Place your cursor where you want to insert a Salesforce merge field. To replace an existing merge field, select the entire merge field
in your template. Mail merge fields must be unique.
7. In Word 2003 and earlier, select Insert Merge Field from the Salesforce drop-down menu. In Word 2007, click the Merge Fields
drop-drown menu at the Salesforce tab on the Ribbon, and then select Insert Merge Field.
8. In the Insert Merge Fields dialog, select a field type and then select the merge field you want to insert. If you use products in Salesforce,
see Including Opportunity Product Data in Mail Merge Templates on page 190.
9. Click Insert to add the merge field at your current cursor position in your Word document.
10. Insert additional merge fields as desired to build your mail merge template.
11. After your mail merge template is complete, upload it to Salesforce from Setup by entering Mail Merge Templates in the
Quick Find box, then selecting Mail Merge Templates.
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Including Opportunity Product Data in Mail Merge Templates
Products are available in Professional, Enterprise, Unlimited, Performance, and Developer Editions. To add opportunity product data to
your mail merge template, in the Insert Merge Fields dialog select Opportunity Line Item Fields and then select the fields to insert. This
inserts a table with the selected merge fields and special “start” and “end” fields. (You can download sample default mail merge templates
which include a table of opportunity product data.) You can modify this table as needed, but the Opportunity_LineItem_Start
merge field must be before all opportunity product merge fields and the Opportunity_LineItem_End merge field must be
after all opportunity product merge fields. These start and end fields trigger Salesforce to list all of the products on the opportunity.
If you also want to insert product merge fields into the table of opportunity product merge fields, you can do so manually without using
the Salesforce Word add-in:
1. In your Word document, place your cursor where you want to insert the merge field.
2. In Word 2003 and earlier, select Insert and then Field from the Word menu bar. In Word 2007, select the Insert tab on the Ribbon,
click Quick Parts in the Text group, and then click Field.
3. Select Mail Merge in the Categories drop-down list.
4. Select MergeField in the Field names box.
5. In the Field name box in the Field Properties area, enter the merge field name manually, such as
Opportunity_LineItem_ProductName.
6. Click OK.
SEE ALSO:
Install Connect for Office
Uploading Mail Merge Templates to Salesforce
Administrators and users with the “Manage Public Templates” permission must upload completed
Microsoft Word mail merge templates to Salesforce to make them available for use.
Tip: Before uploading a template, we recommend reviewing Guidelines for Uploading Mail
Merge Templates.
EDITIONS
This feature is available in
Salesforce Classic
1. In Salesforce, from Setup, enter Mail Merge Templates in the Quick Find box,
then select Mail Merge Templates.
Available in: All Editions
2. Click New Template.
USER PERMISSIONS
3. Enter a name and description for the template. This will help users correctly choose a template
when generating mail merge documents.
To upload and edit mail
merge templates:
• Manage Public
Templates
If your organization uses Extended Mail Merge, choose the appropriate document type:
Document, Label, or Envelope.
4. Click Browse to select your Word mail merge template.
5. Click Save to finish.
SEE ALSO:
Managing Mail Merge Templates
Generate Emails From Records
Mail Merge
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Send a Single Mail Merge Document
Create mail merge documents using fields supported objects.
EDITIONS
Important: Salesforce ended support for Standard Mail Merge and Connect for Office on
March 4, 2017. This change means that Salesforce no longer provides support or maintenance
when there is an issue with those products. To let sales reps continue running mail merges
with Salesforce data, migrate your sales reps to Extended Mail Merge.
This feature is available in
Salesforce Classic
Available in: All Editions
1. Click Mail Merge in the Activity History related list on the appropriate record. Accounts, contacts,
leads, cases, opportunities, and custom objects are supported.
2. Use the lookup to specify the record from which information will be merged.
3. Select a mail merge template.
4. Click Generate.
If the custom object has a master-detail relationship with opportunities, the primary contact for the opportunity is selected by default.
5. Salesforce then generates your document:
• If your organization uses standard mail merge, Word opens with your generated document. When the document displays,
choose Save As from the File menu to save the document to your hard drive.
• If your organization uses Extended Mail Merge and your request exceeds the maximum size limit, you are prompted to select a
smaller mail merge template. With Extended Mail Merge, Word does not open when you click Generate. Instead, Salesforce
sends you an email that either includes your generated Word document as an attachment or provides a link to it on the Documents
tab.
6. If you chose to log an activity for the mail merge, enter the task information, and optionally create a follow-up task.
The Subject of the mail merge task is set to the mail merge template name by default, and the task is displayed as a completed
activity in the Activity History related list. The merged document is not stored with the task.
You can log an activity for mail merge if you have access to view or edit the record you are merging and are able to create tasks (that
is, you have the “Edit Task” permission).
7. Print and mail your document or send it as an email attachment.
Mail Merge Considerations
Extended Mail Merge supports the following additional environments: the Mozilla Firefox Web browser and the Apple Mac OS. Furthermore,
it doesn’t require the installation of an ActiveX control.
Extended Mail Merge supports Microsoft Word 2007.
• Extended Mail Merge does not support templates saved in .dotx file formats.
• Mail merge documents give you access only to the fields that are accessible to you via your page layout and field-level security
settings.
• Extended mail merge doesn’t support formatting from rich text area fields.
• Using mail merge from a record detail page automatically triggers standard workflow and validation rules for that record. Using
Extended Mail Merge, however, doesn’t trigger those rules.
• With Extended Mail Merge, a mail merge operation can’t exceed the following limits:
– 1,000 records
– The selected mail merge template(s) total size can’t be larger than 1 MB.
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– For mass mail merges, the number of selected records multiplied by the combined sizes of the selected mail merge templates
can’t be larger than 50 MB.
• When you preview a mail merge document, you see only the template. The preview doesn’t populate merge fields with your data
because there’s no record detail available to the preview template.
SEE ALSO:
Mail Merge
Generate Mass Mail Merge Documents with Extended Mail Merge
Generate Mass Mail Merge Documents with Extended Mail Merge
Note: You can generate mail merge documents using the Extended Mail Merge feature.
Extended Mail Merge is available by request only. Contact Salesforce Customer Support if
you are interested in this feature.
In addition, your administrator must activate the feature before you can use Extended Mail
Merge.
EDITIONS
This feature is available in
Salesforce Classic
Available in: All Editions
With Extended Mail Merge, you can easily generate mail merge Microsoft® Word documents—such
as form letters with matching envelopes and address labels—for multiple records at the same time.
1. Click the accounts, contacts, or leads tab. Other kinds of records are not currently supported.
2. In the Tools area, click Mass Mail Merge to start the mass mail merge wizard.
3. Choose an appropriate list view from the View drop-down list.
4. Select the records to include in the mail merge. To select all records currently displayed on the page, select the checkbox in the
column header.
5. Click Next.
6. Select the types of Word documents you’d like to generate. The supported document types are documents, envelopes, and labels.
7. Select the Log an activity... checkbox to log the generation of these mail merge documents by adding a completed
task on each record.
8. Click Next.
9. Select the appropriate mail merge templates.
For documents, choose whether to create one Word document that includes all output or a separate Word document for each
record.
10. Optionally, click Preview Template to review the Word document with merge fields but without your data. Note that although
you can edit the Word document that opens, those changes won’t be applied to your current mail merge request. To make a newly
revised template available for mail merge, it must be uploaded first.
11. Click Finish.
Note: If your request exceeds the maximum size limit for Extended Mail Merge, you’re prompted to select either fewer records
or smaller templates.
Salesforce sends you an email when your generated documents are ready. When mail merge documents are:
• Under 3 MB, Salesforce sends them to your email as either Word document (.doc) or Zip file (.zip). attachments. If the attachment
size exceeds your organization’s maximum email attachment size, or your administrator has set all mail merge documents to be
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saved to the Documents tab, Salesforce automatically saves your generated documents to the Documents tab. You’ll receive an
email with a link to the document’s location.
• Over 3 MB, Salesforce saves them to your personal documents folder on the Documents tab.
Mail Merge Considerations
Extended Mail Merge supports the following additional environments: the Mozilla Firefox Web browser and the Apple Mac OS. Furthermore,
it doesn’t require the installation of an ActiveX control.
Extended Mail Merge supports Microsoft Word 2007.
• Extended Mail Merge does not support templates saved in .dotx file formats.
• Mail merge documents give you access only to the fields that are accessible to you via your page layout and field-level security
settings.
• Extended mail merge doesn’t support formatting from rich text area fields.
• Using mail merge from a record detail page automatically triggers standard workflow and validation rules for that record. Using
Extended Mail Merge, however, doesn’t trigger those rules.
• With Extended Mail Merge, a mail merge operation can’t exceed the following limits:
– 1,000 records
– The selected mail merge template(s) total size can’t be larger than 1 MB.
– For mass mail merges, the number of selected records multiplied by the combined sizes of the selected mail merge templates
can’t be larger than 50 MB.
• When you preview a mail merge document, you see only the template. The preview doesn’t populate merge fields with your data
because there’s no record detail available to the preview template.
SEE ALSO:
Mail Merge
Send a Single Mail Merge Document
Einstein Activity Capture
Say goodbye to logging. Say hello to smarter selling. Connect your email and calendar to Salesforce.
Then, your emails and events are automatically logged on related Salesforce records. Plus, emails
sent from Salesforce go through your email account.
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture
After Einstein Activity Capture is enabled, Salesforce asks you to connect your Google™, Microsoft®
Exchange 2013 or 2016, or Microsoft® Office 365® accounts to Salesforce.
Guidelines for Using Einstein Activity Capture
Review how long it takes for emails and events to be added to Salesforce, platform encryption
details, and more.
Control Which Activities Are Added to Salesforce
Add people’s email addresses to your Excluded Addresses list. Then, emails and events with
those people aren’t added to Salesforce by Einstein Activity Capture.
193
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
Sales Productivity
Connect Your Email and Calendar to Salesforce with Einstein
Activity Capture
Control How Activities Are Shared
From your personal settings, you can choose to share activities added by Einstein Activity Capture. You can share with everyone,
with Chatter groups, or with no one. Only Einstein Activity Capture users can share their emails and events.
Set Up a Group for Sharing Activities
The group’s owner or manager can enable email and event sharing for the group. Only Einstein Activity Capture users can share
with groups.
Review the Activities Dashboard
The Activities dashboard provides a summary of sales activities, including those added with Einstein Activity Capture.
Considerations for Setting Up Einstein Activity Capture
Before enabling Einstein Activity Capture, review how it affects email, calendar, and reporting in Salesforce.
Set Up Einstein Activity Capture
Review how long it takes for emails and events to be added to Salesforce, platform encryption details, and more.
SEE ALSO:
Sales Cloud Einstein
Inbox
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture
After Einstein Activity Capture is enabled, Salesforce asks you to connect your Google™, Microsoft®
Exchange 2013 or 2016, or Microsoft® Office 365® accounts to Salesforce.
If Salesforce does not ask you to connect your account or you want to connect a new account,
follow these steps. You can connect up to five Google, Microsoft Exchange 2013 or 2016, and
Microsoft® Office 365® email and calendar accounts.
1. From your personal settings, enter Einstein Activity Capture in the Quick
Find box, then select Settings under Einstein Activity Capture.
2. Under Connected Accounts, click New Account.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
3. Follow the steps to connect an account.
After you connect an account, it takes up to 24 hours for Einstein Activity Capture to add your emails and events to related Salesforce
records. For Gmail accounts, emails and events from the last 6 months are added to Salesforce. For Office 365 accounts and Microsoft
Exchange 2013 and 2016 accounts, emails and events from the last 12 months are added. You can see only the last 12 months of available
emails and events at one time.
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Sales Productivity
Guidelines for Using Einstein Activity Capture
SEE ALSO:
Guidelines for Using Einstein Activity Capture
Set Up Einstein Activity Capture
Einstein Activity Capture
Guidelines for Using Einstein Activity Capture
Review how long it takes for emails and events to be added to Salesforce, platform encryption
details, and more.
EDITIONS
• Emails sent from Salesforce go through your connected email account, so they come from you
and not from Salesforce.
Available in: Lightning
Experience
• After you connect your account to Salesforce, it takes up to 24 hours for all your activities to be
added to Salesforce.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
• When you connect to a Google account, Salesforce initially adds emails and events from the
last six months or 50,000 emails, whichever is lesser.
• When you connect to a Microsoft® Office 365 or Exchange 2013 or 2016 account, Salesforce
initially adds emails and events from the last 12 months or 50,000 emails, whichever is lesser.
• Admins can contact Salesforce Customer Support to specify the number of months they want
Salesforce to retain Einstein Activity Capture data. Salesforce can retain your Einstein Activity
Capture data up to five years, but the default period is 24 months. Regardless of how long data
is retained, you can see only the last 12 months of emails and events on Salesforce records.
Also available with Inbox in
Professional Edition when
API access is purchased
• Email attachments aren’t added to Salesforce.
• Only users who have Einstein Activity Capture enabled can see emails and events in Salesforce that were added with Einstein Activity
Capture.
• If two (or more) contacts or leads have the same email address, Salesforce adds related emails or events to both records. If one of
those records is related to an account or opportunity, only emails and events from the most recently updated record show up on
the account or opportunity.
• When you share an individual email or event with a group and then delete that group, the setting for the individual email or event
is removed.
• If you connect a Google account, Google events are added to your Salesforce calendar.
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Sales Productivity
Control Which Activities Are Added to Salesforce
• All senders and recipients own an email. All guests own an event. Only the owner of an email or event can control how its full
contents are shared in Salesforce. If multiple people own an email or event, the most permissive settings win. For example, you share
an email with three groups. Your colleague shares the email with two other groups. Then, the email is shared with all five groups.
• If Platform Encryption is enabled for your org, emails and events added to Salesforce don’t show the names of encrypted contacts
and leads.
• To disable Einstein Activity Capture from Setup, Salesforce administrators can enter Settings in the Quick Find box, then select
Settings under Einstein Activity Capture.
SEE ALSO:
Einstein Activity Capture
Select Who Can Use Einstein Activity Capture
Control Which Activities Are Added to Salesforce
Add people’s email addresses to your Excluded Addresses list. Then, emails and events with those
people aren’t added to Salesforce by Einstein Activity Capture.
EDITIONS
1. From personal settings, enter Excluded Addresses in the Quick Find box, then click
Excluded Addresses.
Available in: Lightning
Experience
2. Update the Excluded Addresses list.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
SEE ALSO:
Control Which Activities Are Added to Salesforce for All Users
Einstein Activity Capture
Also available with Inbox in
Professional Edition when
API access is purchased
Control How Activities Are Shared
From your personal settings, you can choose to share activities added by Einstein Activity Capture.
You can share with everyone, with Chatter groups, or with no one. Only Einstein Activity Capture
users can share their emails and events.
1. From your personal settings, enter Einstein Activity Capture in the Quick
Find box, then select Settings under Einstein Activity Capture.
2. Under Sharing Settings for All Emails and Events, click Change.
3. Select who you want to share your emails and events with. If you share with groups, you can
choose up to 20 groups.
Your sharing setting is applied to all your emails and events, except those that you’ve individually
set sharing for. To set sharing setting for an individual email or event, find the email or event on
the activity timeline and select a new sharing setting.
196
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
Sales Productivity
Set Up a Group for Sharing Activities
SEE ALSO:
Set Up a Group for Sharing Activities
Control Which Activities Are Added to Salesforce
Einstein Activity Capture
Set Up a Group for Sharing Activities
The group’s owner or manager can enable email and event sharing for the group. Only Einstein
Activity Capture users can share with groups.
EDITIONS
1. Click the Groups tab.
Available in: Lightning
Experience
2. Create or update a group.
3. Select Enable email and event sharing. If this option isn’t available, ask your
Salesforce administrator to add it to the group layout.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
4. Save the group.
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Sales Productivity
Review the Activities Dashboard
Members of this group who automatically add their emails and events to Salesforce with Einstein Activity Capture can choose to
share their emails and events with the group.
SEE ALSO:
Let Users Share Activities with Groups
Control How Activities Are Shared
Einstein Activity Capture
Review the Activities Dashboard
The Activities dashboard provides a summary of sales activities, including those added with Einstein
Activity Capture.
Note: Activities added to Salesforce with Einstein Activity Capture don’t show up in standard
or custom Salesforce reports.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
1. Click the Analytics tab or open the Analytics Studio.
2. Find the Activities app.
3. Review the Activities dashboard.
Also available with Inbox in
Professional Edition when
API access is purchased
USER PERMISSIONS
To view the Activities app
and dashboard:
• Use Einstein Activity
Capture
AND
Use Analytics Templated
Apps
To create Analytics apps
using the Activities app
template:
• Use Einstein Activity
Capture
SEE ALSO:
Give Users Access to the Activities Dashboard
Einstein Activity Capture
AND
Manage Analytics
Templated Apps
To delete or reset the
Activities app:
• Manage Analytics
Templated Apps
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Sales Productivity
Considerations for Setting Up Einstein Activity Capture
Considerations for Setting Up Einstein Activity Capture
Before enabling Einstein Activity Capture, review how it affects email, calendar, and reporting in
Salesforce.
EDITIONS
Available in: Lightning
Experience
General Considerations
• Alerts in the Assistant don’t reflect emails and events that were added to Salesforce with Einstein
Activity Capture.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
• The Last Activity Date field on accounts, contacts, leads, opportunities, and person
accounts doesn’t reflect emails and events that were added to Salesforce with Einstein Activity
Capture.
Also available with Inbox in
Professional Edition when
API access is purchased
• Einstein Activity Capture is only available to customers with Sales Cloud Einstein or Inbox.
• Einstein Activity Capture requires the use of a Gmail™, Office 365™, or Exchange 2013 or 2016
server. Hybrid deployments of Microsoft Exchange aren't supported.
• Einstein Activity Capture only allows Google Hangouts to be mapped to the Conference field
in Salesforce.
Activity Timeline Considerations
• With Einstein Activity Capture, the View All button is not available in the activity timeline.
Email Considerations
• If multiple contacts or leads have the same email address, Salesforce adds related emails or events to both records. If one of those
records is related to an account or opportunity, only emails and events from the most recently updated record show up on the
account or opportunity.
• After connecting your email and calendar to Salesforce with Einstein Activity Capture, you can’t send emails from Salesforce using
an organization-wide email address. Emails sent from Salesforce go through your connected email account.
• For a quote’s activity timeline and reports, Salesforce only adds the emails with a contact’s primary email address or the email address
on the quote.
• For a contract’s activity timeline and reports, Salesforce only adds the emails with Contacts that are related through contract's Contact
Roles.
• Salesforce automatically matches only those emails to a quote that occur after quote’s Created Date and before Expiration Date.
• Files attached to emails aren’t added to Salesforce.
• For non-Einstein Activity Capture users, emails sent through the SendEmail API (such as by Apex or SOAP) are logged as activities
and shown in a record’s activity history.
For Einstein Activity Capture users who haven’t authenticated with OAuth, emails sent through the SendEmail API (such as by Apex
or SOAP) are logged as activities and shown in a record’s activity history.
For Einstein Activity Capture users who have authenticated with OAuth, emails sent through the SendEmail API (such as by Apex or
SOAP) are logged as activities and shown in a record’s activity history for organization-wide email addresses only.
For Einstein Activity Capture users who have authenticated with OAuth, emails sent through the SendEmail API (such as by Apex or
SOAP) aren’t logged as activities and shown in a record’s activity history. Instead, Einstein Activity Capture records the activity.
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Sales Productivity
Set Up Einstein Activity Capture
Calendar Considerations
• If you update a Google™, Microsoft® Office 365® or Exchange 2013 or 2016 calendar event that started two or more days ago, the
update isn’t reflected in Salesforce.
• Changes to events in Salesforce are not reflected on Google, Office 365, or Exchange 2013 or 2016 calendars.
• Salesforce adds Google events to your Salesforce calendar and Office 365 events to a calendar called Microsoft Calendar.
• Your Salesforce calendar doesn’t show Google events starting more than a month before and ending more than a month after the
period that you’re viewing.
• For a quote’s activity timeline and reports, Salesforce only adds the events with a contact’s primary email address or the email address
on the quote.
• For a contract’s activity timeline and reports, Salesforce only adds the events with Contacts that are related through contract's Contact
Roles.
• Salesforce automatically matches only those events to a quote that occur after quote’s Created Date and before Expiration Date.
Reporting Considerations
• Activities added to Salesforce with Einstein Activity Capture don’t show up in standard Salesforce reports. However, Einstein Activity
Capture comes with access to a Wave Analytics app with activity metrics. This app includes dashboards that provide a summary of
sales activities, including activities added with Einstein Activity Capture.
• Activity metrics only include activities from the previous 90 days, and they don’t include any future events.
• If you exclude role hierarchy information from the Wave Analytics app that comes with Einstein Activity Capture, Salesforce still uses
role hierarchy information in your data jobs. However, your dashboards won’t include any role hierarchy information.
SEE ALSO:
Einstein Activity Capture
Set Up Einstein Activity Capture
Review how long it takes for emails and events to be added to Salesforce, platform encryption
details, and more.
1. Select Who Can Use Einstein Activity Capture
Selecting who can use Einstein Activity Capture is as simple as updating or creating a permission
set and assigning it to users. The exact steps you take depend on whether your users have the
Sales Cloud Einstein license or the Inbox license.
2. Enable Einstein Activity Capture
Enable Einstein Activity Capture so that emails and events are automatically logged on related
Salesforce records. Sales reps need to connect their email and calendar to Salesforce. Einstein
Activity Capture works with Sales Cloud Einstein or Inbox.
3. Control Which Activities Are Added to Salesforce for All Users
Add email addresses or domains to the Excluded Addresses list for your org. Then, emails and
events with those people or companies aren’t added to Salesforce by any Einstein Activity
Capture users.
200
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
Sales Productivity
Set Up Einstein Activity Capture
4. Set Default Activity Sharing for New Users
Select whether new Einstein Activity Capture users share their emails and events with everyone or keep them private. Users can
change their activity sharing at any time from their personal settings.
5. Give Users Access to the Activities Dashboard
The Activities dashboard provides a summary of sales activities, including those added with Einstein Activity Capture. How users get
access to the Activity dashboard depends on whether you use Einstein Activity Capture through Sales Cloud Einstein or Inbox.
6. Let Users Share Activities with Groups
Add the Enable email and event sharing field to group layouts. Then, when it’s selected on a group, the group can
be used to share activities from Einstein Activity Capture.
SEE ALSO:
Considerations for Setting Up Einstein Activity Capture
Einstein Activity Capture
Review the Activities Dashboard
Select Who Can Use Einstein Activity Capture
Selecting who can use Einstein Activity Capture is as simple as updating or creating a permission
set and assigning it to users. The exact steps you take depend on whether your users have the Sales
Cloud Einstein license or the Inbox license.
1. If you use Sales Cloud Einstein, the permission set has been created for you and includes the
permissions for all the Sales Cloud Einstein features, including Einstein Activity Capture. Follow
the steps for assigning the Sales Cloud Einstein permission set to users.
2. If you use Inbox, you need to create the permission set. Follow the steps for creating the Inbox
permission set and assigning it to users.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
USER PERMISSIONS
To select who can use
Einstein Activity Capture:
• Customize Application
AND Modify All Data
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Sales Productivity
Set Up Einstein Activity Capture
Enable Einstein Activity Capture
Enable Einstein Activity Capture so that emails and events are automatically logged on related
Salesforce records. Sales reps need to connect their email and calendar to Salesforce. Einstein Activity
Capture works with Sales Cloud Einstein or Inbox.
To use Einstein Activity Capture, Chatter must be enabled.
1. From Setup, enter Setup in the Quick Find box. For Sales Cloud Einstein customers, select
Assisted Setup under Einstein Sales. For Inbox customers, select Setup Assistant under Inbox.
2. If it’s your first time visiting the setup page, click Get Started.
The setup page shows all the steps you need for deployment of Sales Cloud Einstein or Inbox,
including how to select users and set up Einstein Activity Capture.
3. Click Set Up next to Einstein Activity Capture.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
USER PERMISSIONS
To enable Einstein Activity
Capture:
• Customize Application
and Modify All Data
4. On the Settings page, enable Einstein Activity Capture.
After you enable Einstein Activity Capture, Salesforce asks assigned Sales Cloud Einstein users to connect their email account to Salesforce.
It takes up to 24 hours for their emails and events to be initially added to Salesforce.
Remove the Last Activity Date field from page layouts for the objects that support Einstein Activity Capture. This field doesn’t reflect
emails and events added to Salesforce with Einstein Activity Capture.
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Sales Productivity
Set Up Einstein Activity Capture
Control Which Activities Are Added to Salesforce for All Users
Add email addresses or domains to the Excluded Addresses list for your org. Then, emails and events
with those people or companies aren’t added to Salesforce by any Einstein Activity Capture users.
Tip: Make sure your company’s domain is added to your org’s Excluded Addresses list. Then,
emails just between your users aren’t added to Salesforce.
1. From Setup, enter Excluded Addresses in the Quick Find box, and then select Add.
2. To update the Excluded Addresses list, complete the wizard.
SEE ALSO:
Control Which Activities Are Added to Salesforce
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
Einstein Activity Capture
USER PERMISSIONS
To update the org’s
Excluded Addresses list:
• Customize Application
and Modify All Data
Set Default Activity Sharing for New Users
Select whether new Einstein Activity Capture users share their emails and events with everyone or
keep them private. Users can change their activity sharing at any time from their personal settings.
EDITIONS
1. From Setup, enter Einstein Activity Capture in the Quick Find box, then select
Settings under Einstein Activity Capture.
Available in: Lightning
Experience
2. Click Edit Default.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
3. Select the default option for new users.
4. Click Save.
When new users connect their account to Salesforce with Einstein Activity Capture, their activity
sharing is the default that you selected. Users who have already connected their account to Salesforce
aren’t affected.
SEE ALSO:
Also available with Inbox in
Professional Edition when
API access is purchased
Let Users Share Activities with Groups
USER PERMISSIONS
Control How Activities Are Shared
Einstein Activity Capture
To set default activity sharing
for new users:
• Customize Application
and Modify All Data
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Sales Productivity
Set Up Einstein Activity Capture
Give Users Access to the Activities Dashboard
The Activities dashboard provides a summary of sales activities, including those added with Einstein
Activity Capture. How users get access to the Activity dashboard depends on whether you use
Einstein Activity Capture through Sales Cloud Einstein or Inbox.
Warning: If you give sales reps access to activity reports, they may see data that’s normally
hidden by access settings or field-level security.
If you use Einstein Activity Capture through Sales Cloud Einstein, the Activities dashboard is available
to all users that are assigned to the Sales Cloud Einstein permission set.
If you use Einstein Activity Capture through Inbox, the Activities dashboard is available through the
Sales Cloud Einstein Analytics permission set, which you can assign to up to five users. Here’s how.
1. Make sure Einstein Activity Capture is enabled.
2. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
3. Click the Sales Cloud Einstein Analytics permission set and assign it to up to five users.
EDITIONS
Available in: Lightning
Experience
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
Assigned users can view activity reports from the Analytics tab or the Analytics studio.
USER PERMISSIONS
SEE ALSO:
To give users access to
activity reports:
• Customize Application
AND Modify All Data
Assign a Permission Set License to a User
Review the Activities Dashboard
Einstein Activity Capture
Let Users Share Activities with Groups
Add the Enable email and event sharing field to group layouts. Then, when it’s
selected on a group, the group can be used to share activities from Einstein Activity Capture.
EDITIONS
1. From Setup, enter Group Layouts in the Quick Find box, then select Group Layouts.
Available in: Lightning
Experience
2. Add the Enable email and event sharing field to group layouts.
Available with Sales Cloud
Einstein and Inbox, which
are available for an extra
cost in: Enterprise,
Performance, and
Unlimited Editions
Also available with Inbox in
Professional Edition when
API access is purchased
USER PERMISSIONS
To edit group layouts:
• Customize Application
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Sales Productivity
Email
To use a group for sharing emails and events, the group’s owner can select Enable email and event sharing on the
group’s settings. Then, members of the group can share their emails and events with the group.
SEE ALSO:
Control How Activities Are Shared
Set Up a Group for Sharing Activities
Einstein Activity Capture
Email
Supercharge your productivity with a number of options for sending email right from Salesforce.
Send Email from Salesforce
Your users are in Salesforce all day long to review customer information, log activity, and create reports. So, why not make it easy
on them and let them send email right from Salesforce?
Connect Offline with Lightning Platform in Salesforce Classic
Manage the Admin Details of Email
Several options for using email, such as organization-wide email address, are set up by an admin for users.
Relate Emails to Records with Email to Salesforce
It’s easy to track your sales-related communications. Use Email to Salesforce to capture email sent with external email applications
such as IBM® Lotus Notes® and Microsoft® Outlook® and with webmail such as Gmail® and Yahoo! Mail®. Then relate those emails to
leads, contacts, and opportunities, or to other specific records in Salesforce.
Send Email to a Group: List Email and Mass Email
To send an individual copy of an email to a group of people, use list email and mass email. Create a list of recipients and use templates
to easily personalize each copy of the email.
Send Email from Salesforce
Your users are in Salesforce all day long to review customer information, log activity, and create reports. So, why not make it easy on
them and let them send email right from Salesforce?
Which Option for Sending Email from Salesforce Is Best for Your Organization?
There are several options that let your users send email right from Salesforce. These options depend on whether your organization
uses Lightning Experience, whether your company owns an email domain, and which email application your company uses.
Send Through Gmail or Office 365
Send email from Salesforce using your Gmail or Office 365 accounts. Then, to recipients, emails look like they were sent from your
Gmail or Office 365 accounts. You can also see the emails they’ve sent in their Gmail or Office 365 Sent Items folder.
Send Through Salesforce
Send email from Salesforce using the Salesforce servers. No need to integrate with an external email service. This a great approach
if you’re using Salesforce Classic, need bounce management, or aren’t using Gmail™ or Office 365™ with Lightning Experience.
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Sales Productivity
Send Email from Salesforce
Send Email Through Email Relay
Send email from Salesforce through your company’s email server. Then, to recipients, emails look like they were sent from your users’
company email accounts. These emails are also stored on your company’s email server. Having locally stored emails helps with
compliance, and your users can see the emails they’ve sent from Salesforce in their company email Sent Items folder.
Email Editions and Permissions in Lightning Experience
Salesforce email and email templates are available in several editions. Enable features and manage permissions and access at the
organization level and for administrators and end users.
Email and Email Template Allocations per Edition
See the allocations for email and email templates per edition.
Which Option for Sending Email from Salesforce Is Best for Your Organization?
There are several options that let your users send email right from Salesforce. These options depend
on whether your organization uses Lightning Experience, whether your company owns an email
domain, and which email application your company uses.
Use this flowchart to figure out which option for sending email from Salesforce is right for your org.
It all starts with whether you use Lightning Experience or not.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
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Sales Productivity
Send Email from Salesforce
*If your email addresses end in @aol.com, @yahoo.com, and @gmail.com and you want to use Email Relay, you need to register for your
own domain. This is due to the Domain-based Message Authentication, Reporting & Conformance (DMARC) policy at Gmail, AOL™, and
Yahoo™. Learn More
SEE ALSO:
Send Through Gmail or Office 365
Send Through Salesforce
Send Email Through Email Relay
Send Through Gmail or Office 365
Send email from Salesforce using your Gmail or Office 365 accounts. Then, to recipients, emails look like they were sent from your Gmail
or Office 365 accounts. You can also see the emails they’ve sent in their Gmail or Office 365 Sent Items folder.
Available in: Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
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Sales Productivity
Send Email from Salesforce
Considerations for Send Email through Gmail™ or Office 365™
Review a few details before setting up Send through Gmail or Office 365, including details about triggers and workflow rules and
information for organizations that use Communities.
Send Email from Salesforce with Gmail™ or Office 365™
Set up your users to send email in Salesforce using their Gmail or Office 365 accounts. When you enable an external email service,
it is enabled for all users with the standard user profile or with the Send Email Through External Email Services user permission.
Considerations for Send Email through Gmail™ or Office 365™
Review a few details before setting up Send through Gmail or Office 365, including details about
triggers and workflow rules and information for organizations that use Communities.
EDITIONS
• Send through Gmail or Office 365 is not available in Communities. If your organization has Send
Through Gmail or Office 365 enabled, it will not work in Communities. Instead, emails sent in
Communities will go through Salesforce or Email Relaying, depending on which option your
organization has configured.
Available in: Lightning
Experience
• If you use Send through Gmail, you can visit your My Email Settings page in Salesforce to
customize the name that shows up in the From field of your outgoing emails. If you use Send
Through Office 365, you can’t change the name in Salesforce.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
When using Send through Gmail or Office 365:
• Emails are not stored in Salesforce email logs, which are only used for emails sent through Salesforce. This means email delivery
information is not available in Salesforce. Obtain email logs from Gmail or Office 365.
• Emails sent by triggers and workflow rules are still sent through Salesforce.
• Bounce management isn’t supported, so contacts and leads aren’t automatically updated with bounce information. However, you
can view bounced emails in your email inbox. If you require bounce management, use Send through Salesforce instead.
• Transport Layer Security (TLS) is handled through the external email service and not through Salesforce settings.
• Organization-wide footers do not appear in emails sent from Salesforce.
SEE ALSO:
Send Through Gmail or Office 365
Send Email from Salesforce with Gmail™ or Office 365™
Send Email from Salesforce with Gmail™ or Office 365™
Set up your users to send email in Salesforce using their Gmail or Office 365 accounts. When you
enable an external email service, it is enabled for all users with the standard user profile or with the
Send Email Through External Email Services user permission.
Available in: Lightning Experience
Setup available in: Lightning Experience and Salesforce Classic.
USER PERMISSIONS
To send email:
• Send Email permission
and access to the record
that the email is sent
from.
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
When using Microsoft Azure to send email through Office 365, these delegated permissions for the default Salesforce application are
required for the Microsoft Graph API.
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Sales Productivity
Send Email from Salesforce
• Send mail as user
• Sign-in and read user profile
Use Azure’s application roles to assign these permissions.
1. From Setup, enter Send through External Email Services in the Quick Find box, then select Send through
External Email Services.
2. Select either Send through Gmail or Send through Office 365.
3. From Setup, enter Deliverability in the Quick Find box, then select Deliverability under Email.
4. Set the access level for sending email to All email.
Users can send email through the external service in the Lightning Experience Email Composer using the OAuth industry standard. User
credentials aren’t stored within Salesforce.
Users can choose between sending through the external service or through Salesforce the first time they use the email action. Users can
manage their external and Salesforce email configuration from My Email Settings in their personal settings.
Note: With Email Relay, users can send email through an external service or Salesforce.
SEE ALSO:
Send Through Gmail or Office 365
Considerations for Send Email through Gmail™ or Office 365™
Send Through Salesforce
Send email from Salesforce using the Salesforce servers. No need to integrate with an external email
service. This a great approach if you’re using Salesforce Classic, need bounce management, or aren’t
using Gmail™ or Office 365™ with Lightning Experience.
Considerations for Setting Up Send through Salesforce
Review a few details before setting up Send through Salesforce, including details about bounce
management and spam.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
Set Up Send Email Through Salesforce
Review a few details before setting up Send through Salesforce, including details about bounce management and spam.
Improve Deliverability of Emails Sent from Salesforce
Email deliverability is the likelihood of a company’s or individual’s email reaching its intended recipient. To improve the deliverability
of email you send through Salesforce, we offer severalsettings and compliance options.
Monitor Emails Sent from Salesforce in Salesforce Classic
Get the most out of sending email from Salesforce with features that let you monitor emails, including email logs and the mass email
queue.
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Considerations for Setting Up Send through Salesforce
Review a few details before setting up Send through Salesforce, including details about bounce
management and spam.
EDITIONS
• Send through Salesforce is a good option if:
Available in: Salesforce
Classic and Lightning
Experience
– You need bounce management.
– You don’t want to integrate Salesforce with an external email service.
– You aren’t using Gmail™ or Office 365™ with Lightning Experience.
Available in: All Editions
• If email authentication is not configured properly following the recommendations below, emails
are flagged as spam by certain email providers.
• If your company doesn’t own the domain or has bounce management enabled, your sent emails may be identified as being sent
through Salesforce and may appear like they’re coming from you.
• If the Deliverability settings, Enable compliance with standard email security mechanisms or Activate
bounce management, are enabled, Gmail recipients see extra information
• If Enable Sender ID compliance is enabled, Outlook and email clients supporting Sender ID don’t see “Sent on behalf
of [sender name].”
• If your company owns a domain, we recommend that you set up email authentication methods like Sender Policy Framework (SPF)
or DomainKeys Identified Mail (DKIM) in your DNS. This ensures better delivery and acceptance by recipients.
Set Up Send Email Through Salesforce
Review a few details before setting up Send through Salesforce, including details about bounce
management and spam.
EDITIONS
For Companies that Own a Domain (mycompany.com)
Available in: Salesforce
Classic and Lightning
Experience
1. Turn off “Enable compliance with standard email security mechanisms.”
Available in: All Editions
2. Turn off “Enable Sender ID compliance.”
3. Add Salesforce’s SPF record to client’s domain DNS to indicate that Salesforce is an approved
sender e.g SPF record: "v=spf1 mx include:_spf.salesforce.com ~all".
4. Set up DKIM for better deliverability.
For Companies that Don’t Own a Domain
If your email address domain is not owned by your company and ends in @gmail.com, @aol.com or @yahoo.com, you need to register
for a domain that you control, and use this new domain for all of your emails sent from Salesforce due to the Domain-based Message
Authentication, Reporting & Conformance (DMARC) policy at Gmail, AOL™, and Yahoo™. Learn More Other:
1. Turn on “Enable compliance with standard email security mechanisms.”
2. Turn off “Enable Sender ID compliance.” We recommend enabling Sender ID compliance only if you have recipients using the Sender
ID email authentication protocol, which isn’t widely used.
Improve Deliverability of Emails Sent from Salesforce
Email deliverability is the likelihood of a company’s or individual’s email reaching its intended recipient. To improve the deliverability of
email you send through Salesforce, we offer severalsettings and compliance options.
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Test the Deliverability of Emails Sent Through Salesforce
When a user sends an email through Salesforce, the email is routed through one of a number of possible Salesforce IP addresses. If
the email’s recipient blocks any of these IP addresses, the email might not be receieved. It’s hard to test whether your customers are
receiving emails from all possible Salesforce IP addresses. However, using the Test Deliverability feature, you can easily send an emails
to yourself from each of the potential Salesforce IP addresses. If you receive all emails, then you aren’t blocking any of the Salesforce
IP addresses.
Configure Deliverability Settings for Emails Sent from Salesforce
Use the available deliverability options to configure your Salesforce org so that your users’ emails from Salesforce get where they’re
going fast.
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Two things affect email deliverability: past bounced emails to the same email domain, and email that doesn’t comply with a recipient's
email security framework. Check out some guidelines to help you handle these roadblocks so your users’ emails get where they’re
going fast.
Create a DKIM Key in Salesforce Classic
Use the DKIM (DomainKeys Identified Mail) key feature to enable Salesforce to sign outbound emails sent on your organization’s
behalf. A valid signature provides recipients confidence that the email was handled by a third party such as Salesforce in a way
authorized by your organization.
Import a DKIM Key in Salesforce Classic
Use the DKIM (DomainKeys Identified Mail) key feature to enable Salesforce to sign outbound emails sent on your organization’s
behalf.
Enabling Compliance BCC Emails
SEE ALSO:
Send Email from Salesforce
Test the Deliverability of Emails Sent Through Salesforce
When a user sends an email through Salesforce, the email is routed through one of a number of
possible Salesforce IP addresses. If the email’s recipient blocks any of these IP addresses, the email
might not be receieved. It’s hard to test whether your customers are receiving emails from all
possible Salesforce IP addresses. However, using the Test Deliverability feature, you can easily send
an emails to yourself from each of the potential Salesforce IP addresses. If you receive all emails,
then you aren’t blocking any of the Salesforce IP addresses.
1. From Setup, enter Test Deliverability in the Quick Find box, then select Test
Deliverability.
2. Enter your business email address.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Database.com
USER PERMISSIONS
3. Click Send. Salesforce sends a test message from all IP addresses to your business email address.
Each test message specifies the IP address from which it was sent.
4. To make sure that you received all test messages, check your business email account.
To test email deliverability:
• Modify All Data
If you didn’t receive all the test messages, your organization’s email administrator must whitelist
the Salesforce IP ranges on your organization’s email server. Whitelisting an IP address allows the email server to receive email from an
IP address that is otherwise blocked. For a current list of Salesforce IP ranges, see What are the Salesforce IP Addresses to whitelist?.
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Salesforce maintains separate IP addresses for inbound and outbound email. The IP addresses used for outbound email don’t accept
inbound email connections.
SEE ALSO:
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Enabling Compliance BCC Emails
Configure Deliverability Settings for Emails Sent from Salesforce
Use the available deliverability options to configure your Salesforce org so that your users’ emails
from Salesforce get where they’re going fast.
EDITIONS
1. From Setup, enter Deliverability in the Quick Find box, then select Deliverability.
Available in: Salesforce
Classic and Lightning
Experience
2. Select the options that apply to your Salesforce org.
Available in: All Editions
except Database.com
SEE ALSO:
Improve Deliverability of Emails Sent from Salesforce
USER PERMISSIONS
To configure email
deliverability:
• Customize Application
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Two things affect email deliverability: past bounced emails to the same email domain, and email
that doesn’t comply with a recipient's email security framework. Check out some guidelines to help
you handle these roadblocks so your users’ emails get where they’re going fast.
Using the Deliverability page in Setup, you can improve email deliverability.
• To control the type of email that your organization sends, use the Access level option
in the Access to Send Email section. The available options include:
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
– No access: Prevents all outbound email to and from users.
– System email only: Allows only automatically generated emails, such as new user and password reset emails. Especially
useful for controlling email sent from sandboxes so that testing and development work doesn’t send test emails to your users.
Newly created sandboxes default to System email only.
– All email: Allows all types of outbound email. Default for new, non-sandbox organizations. Sandboxes created before Spring
’13 default to All email.
Note: To see the Send Email quick action in the activity composer, as the Email tab, choose All email.
• When using bounce management:
– If you also use Email Relay, make sure that your organization's email server allows the relaying of email sent from Salesforce.
– If an email to the address for a contact, lead, or person account bounces, an alert shows up next to the address. Other users can’t
send an email to the address until it’s updated or confirmed.
– Emails bounce to Salesforce and not to the sender's personal email account.
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– Use the Bounced Contacts and Bounced Leads standard report to view a list of email all addresses that have bounced email. The
report includes the reason the email was bounced, the date the bounce occurred, and the contact, lead, or person account that
bounced the email.
• To comply with your recipients’ email security frameworks like SPF:
– Check Enable compliance with standard email security mechanisms. This setting modifies the
envelope From address of emails sent from Salesforce. The header From address remains set to the sender's email address.
Usually security frameworks only check the envelope address.
– If you have recipients using the sender ID email authentication protocol, which isn’t widely used, check Enable Sender
ID compliance. This setting modifies the Sender field in the envelope of emails sent from Salesforce to automatically
include no-reply@Salesforce. All replies from the recipients are still delivered to the sender's email address. The recipients’
email client (not Salesforce) may append the phrase “Sent on behalf of” to the From field of emails sent from Salesforce.
• To specify how Salesforce uses the Transport Layer Security (TLS) protocol for secure email communication for SMTP sessions, select
a TLS Setting. The available options include:
– Preferred (default): If the remote server offers TLS, Salesforce upgrades the current SMTP session to use TLS. If TLS is
unavailable, Salesforce continues the session without TLS.
– Required: Salesforce continues the session only if the remote server offers TLS. If TLS is unavailable, Salesforce terminates the
session without delivering the email.
– Preferred Verify: If the remote server offers TLS, Salesforce upgrades the current SMTP session to use TLS. Before the
session initiates, Salesforce verifies that the certificate is signed by a valid certificate authority, and that the common name
presented in the certificate matches the domain or mail exchange of the current connection. If TLS is available but the certificate
is not signed or the common name does not match, Salesforce disconnects the session and does not deliver the email. If TLS is
unavailable, Salesforce continues the session without TLS.
– Required Verify: Salesforce continues the session only if the remote server offers TLS, the certificate is signed by a valid
certificate authority, and the common name presented in the certificate matches the domain or mail exchange to which Salesforce
is connected. If any of these criteria are not met, Salesforce terminates the session without delivering the email.
• If you select a setting other than Preferred (the default setting), select Restrict TLS to these domains and specify
a comma-separated domain list. The asterisk (*) wildcard is allowed; for example, *.subdomains.com matches
john@aco.subdomains.com and john@bco.subdomains.com (but not john@subdomains.com). If you don't specify domains, Salesforce
uses the TLS setting you specify for all outbound emails. This can cause undelivered emails.
SEE ALSO:
Improve Deliverability of Emails Sent from Salesforce
Enabling Compliance BCC Emails
Considerations for Setting Up Email Relay
Set Up Email Relay
Test the Deliverability of Emails Sent Through Salesforce
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Create a DKIM Key in Salesforce Classic
Use the DKIM (DomainKeys Identified Mail) key feature to enable Salesforce to sign outbound emails
sent on your organization’s behalf. A valid signature provides recipients confidence that the email
was handled by a third party such as Salesforce in a way authorized by your organization.
When you create a DKIM key, Salesforce generates a public and private key pair. Publish the public
key in the DNS. This key tells recipients that you, as the owner of the domain, have authorized the
use of this key to sign your mail. Salesforce uses the private key to create DKIM signature headers
on your outgoing email. Recipients of the mail can compare the signature header with the public
key in the DNS to determine that the mail was signed with an authorized key. If your domain also
publishes a Domain-based Message Authentication, Reporting and Conformance (DMARC) policy,
recipients can use the DKIM signature to verify that the mail conforms to DMARC.
To create a new key:
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
USER PERMISSIONS
Manage DKIM Keys
• Customize Application
1. From Setup, enter DKIM Keys in the Quick Find box, then select DKIM Keys.
2. Click Create New Key.
3. For Selector, enter a unique name.
4. Enter your Domain name.
5. Select the type of Domain Match you'd like to use.
6. Click Save.
• The key defaults to Inactive state. Make sure that you add the public key to the DNS record before activating the key. DKIM signing
is active whenever you have an active DKIM key.
• When publishing to the DNS, use these guidelines to format the name and values of the public key.
– The name of the txt file is formed from the selector, followed by “._”, then the domain key, followed by “.”, and then the domain
name: selector._domainkey.domain.com.
– The value in the txt file is in the format v=DKIM1; k=rsa; p=MHww..., where the value after p= is the public key.
• You can’t have more than one active DKIM key per domain name. You can have multiple active DKIM keys if your organization sends
mail from more than a single domain or if you use subdomains under your organizational domain and have specified domain
matching at the subdomain level.
• When you insert or update a domain key, it’s possible that the change affects existing DKIM keys. For example, if you’ve set
DomainMatch to DomainAndSubdomains for the example.com domain, and you then set DomainMatch to
SubdomainsOnly for the mail.example.com domain, either key could be used. Here’s how we resolve conflicts in the case when
domain keys overlap.
– If two keys are equally specific about matching for the same domain, the new key replaces and deactivates the existing key.
– If a new key is more specific about matching than an existing key, the new key is used. The existing key is modified to no longer
apply to the case covered by the new key. For example, because DomainOnly and SubdomainsOnly are more specific
than DomainAndSubdomains, a new DomainOnly key would change the DomainMatch for an existing
DomainAndSubdomains key to become SubdomainsOnly.
– If multiple keys have different domains that match the sending domain, the key with the longest domain name is used. In a tie,
the most specific key is used.
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For information about DKIM, see http://dkim.org
SEE ALSO:
Improve Deliverability of Emails Sent from Salesforce
Import a DKIM Key in Salesforce Classic
Import a DKIM Key in Salesforce Classic
Use the DKIM (DomainKeys Identified Mail) key feature to enable Salesforce to sign outbound emails
sent on your organization’s behalf.
EDITIONS
Some companies have multiple Salesforce organizations, and users in those organizations share a
domain name in their email address. Therefore, companies that want Salesforce to sign the email
sent by those users sometimes want to share DKIM keys. You can do that using this page.
Available in: Salesforce
Classic
First, create the key and ensure it’s working for one organization. To import and use it in another
organization, copy the selector name, domain name, and public and private key data from the
working key. You can get this data from the detail page for the key you want to import. After you’ve
copied the key data, log in to the target organization and follow these steps to import the key.
1. From Setup, enter DKIM Keys in the Quick Find box, then select DKIM Keys.
Available in: All Editions
USER PERMISSIONS
To manage DKIM Keys
• Customize Application
2. Click Import a Key.
3. Enter the same selector name you copied from the original organization.
4. Enter the same domain name you copied from the original organization.
5. Paste in the public and private key data you copied into their respective fields.
6. Select the type of Domain Match you’d like to use. Most likely you’ll use the same value that was selected for the key in the original
organization.
7. Click Save.
Because the public and private key data worked for the original organization, you can typically activate the key in the target organization
immediately.
Note: The private key data is an encrypted form of the private key data that’s used to sign emails. It’s decrypted internally when
signing emails. Therefore, it can be used only within Salesforce. For example, you can’t take the public and private key data and
plug it into an external mail system.
SEE ALSO:
Improve Deliverability of Emails Sent from Salesforce
Create a DKIM Key in Salesforce Classic
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Enabling Compliance BCC Emails
If your organization evaluates all outbound email messages for compliance, you can enable
compliance BCC emails. This feature automatically sends a hidden copy of each outbound email
message to an email address you specify. Enabling compliance BCC emails prevents users from
editing the BCC field on any email and disables their Automatic Bcc setting under My Email
Settings.
To enable compliance BCC emails for your organization:
1. From Setup, enter Compliance BCC Email in the Quick Find box, then select
Compliance BCC Email.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Enterprise,
Performance, Unlimited,
and Developer Editions
2. Select the Enable checkbox.
USER PERMISSIONS
3. Enter your compliance email address.
4. Click Save.
Note: The BCC email is automatically sent to the specified address for any emails your users
send, excluding system emails such as password reset or import completion notifications.
To enable or disable
compliance BCC email:
• Customize Application
Note: When compliance BCC email is enabled, you can’t use predefined values for the BCC
field in the Send Email action.
SEE ALSO:
Send Email Action Considerations
Monitor Emails Sent from Salesforce in Salesforce Classic
Get the most out of sending email from Salesforce with features that let you monitor emails, including
email logs and the mass email queue.
Email Logs: Monitor Emails Sent Through Salesforce
With email logs, you can easily monitor emails sent through Salesforce in the last 30 days. Logs
contain information on each email, including the sender and recipient, date and time, delivery
status, and any associated error codes. Email logs are in CSV format.
EDITIONS
Available in: Salesforce
Classic
Email Logs is available in: All
Editions
Mass Email Queue is
available in: Professional,
Enterprise, Performance,
and Unlimited Editions
SEE ALSO:
Send Email from Salesforce
Email Logs: Monitor Emails Sent Through Salesforce
With email logs, you can easily monitor emails sent through Salesforce in the last 30 days. Logs
contain information on each email, including the sender and recipient, date and time, delivery
status, and any associated error codes. Email logs are in CSV format.
Considerations for Using Email Logs
Before using email logs for your Salesforce org, review a few details.
216
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
except for Database.com
Sales Productivity
Send Email from Salesforce
Request an Email Log
With email logs, you can easily monitor emails sent through Salesforce in the last 30 days. It’s a cinch to request a new log at any
time.
Email Log Reference
Understand the format and field values of email log files.
SEE ALSO:
Monitor Emails Sent from Salesforce in Salesforce Classic
Send Email from Salesforce
Considerations for Using Email Logs
Before using email logs for your Salesforce org, review a few details.
• Requests for email logs are queued in the order that they are received. Email logs should be
available within 30 minutes of your request.
• The pending email log requests list provides the status on email log requests that have not yet
completed.
• The email log errors list provides descriptions for requests that failed. You can’t resubmit a failed
request if it requires data that has exceeded the 30 day limit, or if you already have three pending
requests.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
• Email logs are CSV files contained within a compressed file that contains a maximum of 100,000 records. Since email log requests
return up to 500,000 records, there can be up to five .zip files to download. Logs contribute to your overall file storage limits.
• You can have a maximum of three pending log requests at one time. If you already have three pending requests, you cannot request
another log until at least one of those requests completes.
• Email logs are available for messages sent within the past 30 days before your request.
• Each email log can span a maximum of seven days. To see email log data for a duration longer than seven days, create multiple
requests.
• Email logs include emails sent through email actions, list email, and mass email, as long as the emails are sent through Salesforce.
• Emails sent through external systems such as Gmail or Office 365 are not shown in email logs.
SEE ALSO:
Email Logs: Monitor Emails Sent Through Salesforce
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Request an Email Log
With email logs, you can easily monitor emails sent through Salesforce in the last 30 days. It’s a
cinch to request a new log at any time.
EDITIONS
1. From Setup, enter Email Log Files in the Quick Find box, then select Email Log
Files.
Available in: Lightning
Experience and Salesforce
Classic
2. Click Request an Email Log.
3. Optionally, you can filter an email log to only include rows where a specific domain name or
email address appears in a field, such as Recipient or Message ID Header. To enter
more than one filter term, separate each value with a comma. If you leave this field blank, the
log is not filtered and all email addresses are returned within the specified time range.
4. Enter the email addresses that you want to receive notification when the email log request is
complete. Separate each email address with a comma.
Available in: All Editions
except for Database.com
USER PERMISSIONS
To access email logs:
• Modify All Data
To clear a request and return to the email log overview page, click Cancel.
SEE ALSO:
Email Logs: Monitor Emails Sent Through Salesforce
Email Log Reference
Email Log Reference
Understand the format and field values of email log files.
EDITIONS
The following table describes the format of the log file and lists examples of its fields:
Column
Field
Description
Example
A
Date/Time
The date and time the 3/06/2009 13:37
message was sent, in
GMT
B
Internal
Message ID
The unique internal ID 16/A4-20983-88E21E84
of the message
C
Mail Event
Indicates the final
T
email event in the mail
server. Events can be
one of the following
values:
R - Reception
The email was
successfully
received.
D - Delivery
The email was
successfully sent.
218
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
except for Database.com
USER PERMISSIONS
To access email logs:
• Modify All Data
Sales Productivity
Column
Send Email from Salesforce
Field
Description
Example
T - Transient Failure
The email transmission was
delayed. Salesforce retries
delivery over a 24-hour
period. The first retry occurs
five minutes after the first
transient failure, the second
occurs ten minutes after
that, the third twenty
minutes after that, and so
on.
P - Permanent Failure
The email could not be
delivered.
D
Recipient
The email address of the person admin@acme.com
to whom the email is sent
E
Sender
The email address of the person user@acme.com
who sent the email
F
Remote Host
The IP address of the application 10.0.0.1
server that delivered the email
to the email server
G
Bytes Transferred
The size of the email
11856
H
User ID
The Salesforce ID of the user
who sent the email
00540000000rSXT
I
Message ID Header
The ID header at the beginning 21749386.
of every email
106091224027705044.
JavaMail.
sfdc@na2-app4-2-sjl.
ops.sfdc.net
J
Retry Count
The number of attempts made 11
to deliver the email
K
Seconds in Queue
The number of seconds the
300
email had to wait before being
delivered
L
Delivery Stage
The final stage the delivery was during RCPT TO
in before it was logged. The
values of the stages in the order
that they appear during the
SMTP sequence are:
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Column
Send Email from Salesforce
Field
Description
BANNER
The SMTP connection
response
EHLO
The beginning of the session
with the mail server
STARTTLS
Establishes a secure
communication session with
the email server
MAIL FROM
Announces the sender of
the email
RCPT TO
Announces the recipient of
the email
DATA
Announces that the
subsequent text is the email
message
BODY
The state when the body of
the email is being sent to
the recipient
RSET
Resets the server state,
ending the session
In addition, there are responses
that can appear at any point
during the delivery sequence:
while not connected
The client is trying to
establish a connection
while idle
The client has connected,
but is not sending or
receiving any commands
reading confirmation
A command was sent and
the client is waiting for a
response
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Example
Sales Productivity
Column
Send Email from Salesforce
Field
Description
Example
handshaking TLS
An error occurred while
trying to establish a secure
connection
out of band bounce
The receiving server
accepted a command, but
then for an unknown reason
rejected it
in unknown state
An unknown error has
occurred
M
Relay Address
The hostname of the designated relay.my.org
relay system
N
Relay Port
The port of the designated relay 587
system
O
Delivery Status
Notification
After every delivery stage, a
421 no adequate
three-digit response code is sent servers
from the mail server. The first
number indicates whether the
command was successful or
unsuccessful; the second digit
indicates the type of error; and
the third provides additional
information to resolve the
potential problem.
The five possible values of the
first digit are:
1xx - Positive Preliminary
reply
The command was
accepted, but no response
has been sent
2xx - Positive Completion
reply
The requested action has
successfully completed
3xx - Positive Intermediate
reply
The command was
accepted, but the requested
action needs more
information
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Sales Productivity
Column
Send Email from Salesforce
Field
Description
Example
4xx - Transient Negative
Completion reply
The command was not
accepted and the requested
action did not occur.
However, the error condition
is temporary and the action
may be requested again.
5xx - Permanent Negative
Completion reply
The command was not
accepted and the requested
action did not occur
Every email service provider
implements the codes
differently, so there is no
comprehensive list for what the
second or third digits indicate.
For more information on these
codes, view the official SMTP
documentation, section 4.2.1:
http://
www.ietf.org/rfc/rfc2821.txt
?number=2821
P
TLS_Cipher
The encryption of an email that TLSv1.2:AES256-GCM-SHA384
was sent successfully.
This information is valid only
when Mail Event is set to
D - Delivery.
The valid entries are:
TLS version:cipher
The TLS version and cipher
:
The message wasn’t
encrypted
None
The message was used for
an internal delivery
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Column
Field
Description
Example
Q
TLS_Verified
If a successfully sent email was
encrypted, this value shows
whether the encryption
certificate was verified against
the configured certificate
authorities.
Verified
This information is valid only
when Mail Event is set to
D - Delivery.
The valid entries are:
Verified
The peer certificate was
verified against the
configured certificate
authorities
Unverified
The peer certificate wasn’t
verified against the
configured certificate
authorities
SEE ALSO:
Email Logs: Monitor Emails Sent Through Salesforce
Certificates and Keys
Use Enhanced Email for More Email Functionality
Enhanced Email gives you and your users a ton of email functionality to better drive your business
processes, including the ability to relate emails to other records, add custom fields to emails, use
triggers with emails, modify the email layout, and manage emails using the Salesforce API. You also
get a new and improved email detail page that shows emails in their original format.
With Enhanced Email, emails in Salesforce are saved as EmailMessage records instead of Task records.
EmailMessage is a standard Salesforce object, and that’s how you get all of these great new email
features.
Note: With Enhanced Email, for backwards compatibility, we still create a Task record for
each email message. However, when you view emails in Salesforce, you see the Email Message
record for the email. That’s a good thing, because now emails display in their original format.
So, HTML emails show the HTML format, and plain text emails show plain text format. To see
the full contents, click the email subject. That’s what your users expect.
In the activity timeline, expanded emails are shown as a text-only preview, with paragraphs
and line breaks in the same place. To see the full contents, click the email subject.
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EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
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Considerations for Setting Up Enhanced Email
Consider a few tidbits of wisdom before using Enhanced Email, including limitations, details for
Email-to-Case customers, and information about working with EmailMessage and Task records.
EDITIONS
• Enhanced Email is automatically enabled for most organizations except ones that use
Email-to-Case.
Available in: Salesforce
Classic and Lightning
Experience
• If you use Email-to-Case, you can already use custom fields, customized layouts, workflow rules,
and triggers with emails without enabling Enhanced Email. Plus, you already use the
EmailMessage object to store emails associated with cases. If you want to be able to relate
EmailMessage records to other objects (besides cases), then we recommend that you enable
Enhanced Email.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• With Enhanced Email, your emails are stored using the standard Salesforce object, EmailMessage.
This gets you all the usual goodies that come with standard objects, including custom fields,
customized layouts, and a better record detail page.
If your organization uses Email-to-Case, the EmailMessage object is already used to store emails associated with cases.
If your organization does not use Email-to-Case, and you want to store emails with the EmailMessage object, you must enable
Enhanced Email.
• With Enhanced Email, emails sent from Salesforce are saved as both EmailMessage records and Task records. However, only the
EmailMessage record is shown on the email detail page in the UI.
– Only the sender can delete the Task and EmailMessage records. If the sender deletes the task, no one else—including the
admin—can delete the remaining email.
– If you want to save space by removing the email message, the sender has to delete it.
• Even if your organization uses Enhanced Email, emails added from Web-to-Lead, Salesforce for Outlook, and Lightning for Outlook
are still only stored as Task records.
• You can’t use custom currency fields with the EmailMessage object.
• EmailMessage records can have only one record type.
• Workflow rules can use EmailMessage records only to update fields on Case records.
• You can relate emails to contacts, leads, accounts, opportunities, cases, campaigns, person accounts, and other records. In Salesforce
Classic, these related emails are displayed in the Activity History list. In Lightning Experience, they are displayed in the Activity
Timeline.
• Email is logged as an EmailMessage record, not an Activity record, and how you modify the content has changed. Email fields,
including RelatedToId, can only be changed when the email is in draft status. The IsExternallyVisible field and custom
fields are the exception. This restriction is true for changes made in the UI and through the API.
• Before using Enhanced Email, we recommend that you:
– Replace the workflows for task-based emails with workflows based on the EmailMessage object.
– Review triggers and workflow rules that use the EmailMessage object.
For EmailMessage records associated with cases, the ParentID field is always populated.
With Enhanced Email, you can associate EmailMessage records with other records and the ParentID field may be blank. As
a result, you may need to update your triggers and workflow rules to handle email messages with a blank ParentID field.
– Review custom business logic that incorporates tasks and emails. We recommend that you:
• Recreate any custom Task object fields on the EmailMessage object.
• Migrate any Task object triggers to the EmailMessage object.
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– Test any workflows and customizations, including Email-to-Case customizations, in a sandbox environment.
SEE ALSO:
Use Enhanced Email for More Email Functionality
Set Up Enhanced Email
Set Up Enhanced Email
Enhanced Email is automatically enabled for most organizations except those that use Email-to-Case.
EDITIONS
1. From Setup, enter Enhanced Email in the Quick Find box, then select Enhanced Email.
Available in: Salesforce
Classic and Lightning
Experience
2. Click Enable.
3. Update the Email Message page layout to:
a. Add the Related To field.
Then, your users can see which records are related to an email.
b. Remove the Parent Case field from the Email Message page layout. This field is
generally blank unless you use Email-to-Case and an email is associated with a case.
Available in: Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
SEE ALSO:
Use Enhanced Email for More Email Functionality
To send email:
• Send Email permission
and access to the record
the email is sent from.
Considerations for Setting Up Enhanced Email
To attach files to email or
templates:
• Access to the file you’re
attaching.
To use reply, reply all, and
forward
• Read access to the leads
and contacts who are
email recipients
Send Email Through Email Relay
Send email from Salesforce through your company’s email server. Then, to recipients, emails look
like they were sent from your users’ company email accounts. These emails are also stored on your
company’s email server. Having locally stored emails helps with compliance, and your users can
see the emails they’ve sent from Salesforce in their company email Sent Items folder.
Routing all email through your own email servers prevents the appearance of email spoofing by
Salesforce. Email spoofing is the forging of email headers to make messages appear as if they came
from someone other than the original sender.
You can configure your email relay service to do these tasks:
• Store copies of all email as required by government regulations in various industries.
225
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Sales Productivity
Send Email from Salesforce
• Apply existing content filters that scan messages for data and content that is not approved to be sent out through company email.
• Run outbound email through antivirus software before sending it to customers.
• Append data such as company-wide disclaimers at the bottom of email messages.
Considerations for Setting Up Email Relay
Review a few details before setting up Email Relay, including details about bounce management and spam.
Set Up Email Relay
Considerations for Setting Up Email Relay
Review a few details before setting up Email Relay, including details about bounce management and spam.
Available in: Salesforce Classic and Lightning Experience
Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
• Email Relay is a good option if:
– You want to route email sent from Salesforce through your company’s mail service. This is helpful for compliance.
– Your company owns its domain (mycompany.com).
• Salesforce send limits still apply to email relaying.
• Email Relay requires some technical expertise to set up.
Bounce Management with Email Relay
To use Bounce Management, your email server must allow the relaying of email sent from Salesforce with a salesforce.com domain.
Using Email Relay and Bounce Management requires care. It can cause Sender Policy Framework (SPF, a common email security standard)
to fail to validate. The Salesforce bounce management feature relies on setting each outgoing email's return path (also called the
"envelope from address") to an address at bnc.salesforce.com. SPF works by extracting the domain in the return path to find a set of
authorized IP addresses.
When you use Email Relay and Bounce Management, the IP address of your relay doesn’t match the authorized IP addresses for the
domain (bnc.salesforce.com). This mismatch results in an SPF "soft failure" -- it does not mark your message as invalid, but it may reduce
your deliverability.
There are two solutions:
• Establish a DMARC policy for your domain, and then use Salesforce's DKIM signing feature to sign outgoing mail. With this combination,
your mail passes a DMARC check, even though it does not pass SPF.
• Turn off bounce management in Salesforce
Deliverability Settings and Email Relay
Once email relay is enabled in Salesforce, companies do not necessarily need all the Salesforce Email Deliverability settings located in
Setup. Some of these settings modify the envelope-from address of emails sent from Salesforce. The header From address remains set
to the sender's email address. The return-path in the headers is also modified. This change in the email headers may affect email delivery
to your email server, as the modified return-path includes a Variable Envelope Return Path value (VERP).
• Example of a standard return-path: <name@domain.com>
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• Example of a VERP return-path: <name@domain.com__x@x.bnc.salesforce.com>
Disable the following two email deliverability options when using email relay.
• Turn off Enable compliance with standard email security mechanisms
• Consider turning off Activate Bounce Management
After disabling the settings, outbound email sent from Salesforce to your relay server will show both envelope-from and return-path as
<name@domain.com>.
Securing Your Email Relay
Follow these suggestions to ensure that your mail relay is secure and that you relay only mail that you intend to:
• Have your relay whitelist only the IPs you want to relay mail for (ours and any others)
• Only relay mail that is sent using your mail domain
• Enforce TLS (optionally set it to TLS required or required and verify the hostname on the certificate)
• Have your relay verify the hostname on our certificate
• Look for a header - X-SFDC-LK and ensure that it has your orgid in it. Only relay mail from salesforce if it has the proper orgid
• Use DKIM signing in salesforce and only relay mail if the DKIM signature passes
Set Up Email Relay
You can set up Email Relay for Salesforce-generated email by configuring Salesforce to automatically
route email through your company's Simple Mail Transfer Protocol (SMTP) server.
Warning: If you plan to activate both bounce management and email relaying, check with
your email administrator to ensure that your organization's email server allows the relaying
of email sent from Salesforce. Otherwise, the email you send from Salesforce may not get
delivered. For more information on bounce management, see Guidelines for Configuring
Deliverability Settings for Emails Sent from Salesforce on page 212.
To set up email relaying:
1. From Setup, enter Email Relay Activation in the Quick Find box, then select
Email Relay Activation.
2. Configure the following settings:
Setting
Description
Email Host
The host name or IP address of your
company's SMTP server. Obtain this
information from your email administrator.
Important: If you plan to use
Transport Layer Security (TLS) with this
connection, enter the host name
instead of the IP address. TLS requires
the host name for verifying certificates.
For host names, use the following format:
<mail server>.<domain>.<domain
extension>
227
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To configure Email Relay:
• Modify All Data
Sales Productivity
Send Email from Salesforce
Setting
Description
For example:
mail.acme.com
Port
The port number of your company's SMTP server. Obtain this
information from your email administrator. Email relaying is
supported on port numbers 25, 587, 10025, and 11025.
TLS Setting
Specifies whether Salesforce uses TLS for SMTP sessions. Select
one of the following options:
• Preferred (default): If the remote server offers TLS,
Salesforce upgrades the current SMTP session to use TLS. If
TLS is unavailable, Salesforce continues the session without
TLS.
• Required: Salesforce continues the session only if the
remote server offers TLS. If TLS is unavailable, Salesforce
terminates the session without delivering the email.
• Preferred Verify: If the remote server offers TLS,
Salesforce upgrades the current SMTP session to use TLS.
Before the session initiates, Salesforce verifies that the
certificate is signed by a valid certificate authority, and that
the common name presented in the certificate matches the
domain or mail exchange of the current connection. If TLS
is available but the certificate is not signed or the common
name does not match, Salesforce disconnects the session
and does not deliver the email. If TLS is unavailable, Salesforce
continues the session without TLS.
• Required Verify: Salesforce continues the session
only if the remote server offers TLS, the certificate is signed
by a valid certificate authority, and the common name
presented in the certificate matches the domain or mail
exchange to which Salesforce is connected. If any of these
criteria are not met, Salesforce terminates the session without
delivering the email.
Specifies whether to restrict the email relaying functionality to
certain domains. If you select this option, enter the names of
those domains separated by commas in the text field. (The
asterisk (*) wildcard is allowed; for example,
*.subdomains.com matches john@aco.subdomains.com
and john@bco.subdomains.com (but not
john@subdomains.com)). This restriction causes Salesforce to
route email to your company's SMTP server only if the email is
addressed to one of the listed domains. If you select the checkbox
but do not list any domains, Salesforce routes all email to your
company's SMTP server.
Restrict Relay to Domains
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Setting
Description
Active
Enables email relaying for your organization. If you deselect this
checkbox, Salesforce keeps the email relay configuration but
does not route email to your company's email server.
3. Save the page.
Salesforce recommends sending a test message each time you change the email relay configuration.
SEE ALSO:
Test the Deliverability of Emails Sent Through Salesforce
Enabling Compliance BCC Emails
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Organization-Wide Email Addresses
Email Editions and Permissions in Lightning Experience
Salesforce email and email templates are available in several editions. Enable features and manage
permissions and access at the organization level and for administrators and end users.
Organization Level
Permissions and Access Requirements
Use Email in Lightning Experience:
• Lightning Experience enabled.
• Send Email action added to the Salesforce
Mobile and Lightning Experience Actions
section on page layouts for objects that
support Lightning Email.
Send all types of outbound email:
Access to Send Email access level set
to All email.
Send attachments:
• Content Deliveries enabled to upload files
larger than 3 MB. If Content Delivery is not
enabled, users cannot upload files larger
than 3 MB.
• Salesforce Files enabled to send files. If
Salesforce Files is not enabled, you can only
send attachments.
View sent emails:
• When Enhanced Email is on: No additional
permissions are required. Emails appear as
email records.
• When Enhanced Email is off: Emails appear
as task records. We recommend enabling
Shared Activities. If Shared Activities is not
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EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Organization Level
Send Email from Salesforce
Permissions and Access Requirements
enabled and a user sends email to multiple contacts, Salesforce
creates duplicate closed task records—one for each contacts.
Administrator
Permissions and Access Requirements
Create an email template:
Send Email permission.
Attach a file to a template or email:
Access to the file you’re attaching.
Delete a template created by someone else:
View All Data permission.
Send email:
Before sending email for the first time, all administrators must verify
their email addresses. Just follow the prompt.
User
Preferences and Permissions Required
Create an email template:
Send Email permission.
Add merge fields to a template or email:
Access to the fields on the applicable object.
Attach a file to a template or email:
Access to the file you’re attaching.
Delete a template you created:
None.
Send email:
• Send Email permission.
• Before sending email for the first time, all administrators and
users must verify their email addresses. Just follow the prompt.
SEE ALSO:
Which Option for Sending Email from Salesforce Is Best for Your Organization?
Email and Email Template Allocations per Edition
See the allocations for email and email templates per edition.
Using the API or Apex, you can send single emails to a maximum of 5,000 external email addresses per day based on Greenwich Mean
Time (GMT). Single emails sent using the email author or composer in Salesforce don't count toward this limit. There’s no limit on sending
individual emails to contacts, leads, person accounts, and users in your org directly from account, contact, lead, opportunity, case,
campaign, or custom object pages.
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Feature
Send Email from Salesforce
Personal
Edition
Email templates: maximum 384 KB for
size
text email
templates
Contact
Manager
Group
Edition
Professional Enterprise
Edition
Edition
Unlimited Developer
and
Edition
Performance
Edition
• 384 KB for text, HTML, and custom HTML templates
• 1 MB for Visualforce templates
Email services: maximum
email messages processed
by Salesforce per day
Number of user licenses multiplied by 1,000; maximum
1,000,000
N/A
Email services: maximum
size of email message (email
headers, body, attachments,
and encoding)
25 MB1
Extended mail merge:
maximum records
1,000
Extended mail merge:
maximum total size of
selected templates
1 MB
Inbound email sent to
Salesforce
• Email body truncation size: 32 KB
• Maximum email activities created for each email received: 50
1
• Total maximum size of file attachments: 25 MB
Merge field:
Case.Email_Thread
N/A
• Maximum emails: 200
• Email body truncation size: 32 KB
On-Demand Email-to-Case:
maximum email messages
processed by Salesforce per
day (counts toward limit for
email services)
N/A
Number of user licenses multiplied by 1,000; maximum
1,000,000
On-Demand Email-to-Case:
maximum email size (email
headers, body, attachments,
and encoding)
25 MB1
1
The maximum size of email messages for email services varies depending on language and character set. The size of an email message
includes the email headers, body, attachments, and encoding. As a result, an email with a 25 MB attachment likely exceeds the 25 MB
size limit for an email message after accounting for the headers, body, and encoding.
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Manage the Admin Details of Email
Manage the Admin Details of Email
Several options for using email, such as organization-wide email address, are set up by an admin
for users.
Manage Email in Lightning Experience
If you’re using Lightning Experience, you can email contacts, leads, and your own colleagues
directly from account, person account, contact, lead, opportunity, campaign, and case records
you have access to. Or send to any valid email address. Attach files.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
Manage Email in Salesforce Classic
If you’re using Salesforce Classic, use Email Author to email your contacts, leads, person accounts, and coworkers directly from
account, contact, lead, opportunity, case, campaign, or custom object pages.
Organization-Wide Email Addresses
If your Salesforce org requires users to share a common email alias, you can define a list of organization-wide addresses for each
user profile. When sending email from Salesforce, users with these profiles can select their own email address or the organization-wide
email address for the email’s From field. Replies are delivered to the selected address.
Organization-Wide Email Footers
Let your users save time and apply common messaging to all emails sent from Salesforce by creating organization-wide email footers.
You can create a separate email footer for each encoding and choose default email footers for single and mass email. In Lightning
Experience, email sent via Gmail or Office 365 can contain an organization-wide email footer: you choose if it’s included.
Enable Email Tracking for HTML-Based Emails in Salesforce Classic
Enable Salesforce to track outbound HTML emails: Custom HTML and Letterhead. Emails are tracked as completed tasks. If you disable
this option, Salesforce no longer stores email tracking information. However, email tracking reports remain on the Reports tab.
Troubleshoot Inbound Email Errors with Snapshots
Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email errors.
Delete Email Attachments Sent as Links in Salesforce Classic
When you add an attachment to an email, you can send the attachment as a link instead of sending the entire file. You can stop the
person who got the email from opening the linked attachment.
Manage Email in Lightning Experience
If you’re using Lightning Experience, you can email contacts, leads, and your own colleagues directly
from account, person account, contact, lead, opportunity, campaign, and case records you have
access to. Or send to any valid email address. Attach files.
Access and Sharing for Email Merge Fields, Templates, and Attachments in Lightning Experience
Using integrated email in Lightning Experience? It’s important to understand how access and
sharing work for merge fields, templates, and attachments.
EDITIONS
Available in: Lightning
Experience
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer editions
Send Email from a Record in Lightning Experience
Send rich-text email, including attachments, directly from the record you’re on. Send to
customers, colleagues, or any valid email address. Email is available for a number of items,
including accounts, person accounts, contacts, leads, opportunities, campaigns, and cases. When you send an email, Salesforce
creates an email record to track the email and store its content. Find a link to the email record in the Activity feed of the record the
email was sent from or on related records.
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Find Email Sent from a Salesforce Record in Lightning Experience
After you send an email, Salesforce creates an email record to track the email and store its content. The activity feed includes a link
to that email. If you sent email to a contact or lead, each of those records includes a link to the email.
Send Email through Gmail or Office 365 in Lightning Experience
Send your Salesforce email through your Gmail or Office 365 account. Emails sent in Lightning Experience look like they were sent
from your Gmail or Office 365 inbox. You can also see the emails you’ve sent in your Gmail or Office 365 Sent Items folder.
Access and Sharing for Email Merge Fields, Templates, and Attachments in Lightning Experience
Using integrated email in Lightning Experience? It’s important to understand how access and
sharing work for merge fields, templates, and attachments.
EDITIONS
Merge Fields
Merge fields are available from the Account, Contact, Opportunity, Lead, Campaign, Case, and
User objects, and from the Person Account record type. From those items, most commonly
used standard fields (and some custom fields) are available as merge fields. From that set of
fields, some fields may not be available to individual users because of field-level security settings.
Available in: Salesforce
Lightning Experience
For person account merge fields, use the format Account.<field>.
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Standard and custom objects are supported if activities are enabled.
Templates
• You can use Classic Text, Custom HTML, and HTML with Letterhead email templates in Lightning Experience. Templates created
in Lightning Experience can’t be used in Salesforce Classic.
• Templates created from one object are available for that object only. For example, a template created for leads isn’t available for
selection from an opportunity record.
• Templates you create are automatically public: they’re available for use by others in your organization.
Attachments
• Salesforce Files and Content Deliveries must be enabled before you can select and attach files from Salesforce Files. If these
features are not enabled, users can upload attachments only.
• If you don’t have access to a file, you can’t attach it to an email or a template. We let you know if you need access, so you can
ask the file’s owner.
• Access becomes public, via the link, for files attached to emails from Salesforce Files. Public access allows anyone with the link
to view, share, and download the file.
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and via links. If a file
is privately shared and nears the 100 share maximum, consider uploading a new document or using a public link instead.
• Any attachment larger than 3 MB is sent as a content delivery link, not as a file. For emails with multiple attachments, if the
aggregate size of all attachments is greater than 3 MB, then all attachments are sent as content delivery links.
• You can customize whether to send files as links or attachments, depending on the total size of all attached files. From Setup,
enter Email Attachments in the Quick Find box, then select Email Attachments under Email.
– If the combined size of all files attached to an email exceeds the Salesforce limit, 3 MB, or if you use list email, the actual files
are not attached to the email when it’s sent. Instead, a link to each file is attached to the email. When a recipient clicks a link,
it opens the corresponding attachment in Salesforce Files. For example, if you attach two 1.7-MB files to an email and send
it, the recipient receives the email with two links attached to it.
– Attachments that are sent as links in Salesforce Classic expire after 30 days. You can expire the link manually.
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– Attachments that are sent as links in Lightning Experience don't expire automatically. You can expire the link manually.
SEE ALSO:
Add Images and Files to Email Messages in the Salesforce Classic Case Feed
Use Your Classic Email Templates in Lightning Experience
Email Editions and Permissions in Lightning Experience
Share Files via Link
Send Email from a Record in Lightning Experience
Send rich-text email, including attachments, directly from the record you’re on. Send to customers,
colleagues, or any valid email address. Email is available for a number of items, including accounts,
person accounts, contacts, leads, opportunities, campaigns, and cases. When you send an email,
Salesforce creates an email record to track the email and store its content. Find a link to the email
record in the Activity feed of the record the email was sent from or on related records.
Note: If your company doesn’t have Enhanced Email enabled, Salesforce creates a task record
instead of the email record. If you're unsure whether you have Enhanced Email enabled, talk
to your administrator.
To attach files to an email or use a template with attached files, you need file access. If you don’t
have access, we’ll let you know.
1. Open the record from which you want to send the email.
2. Click the Activity tab and then click Email.
Tip: If you prefer to compose from a window, click the arrow button to pop out your
email. While the composer window is active, you can scroll the record page to view details
and other information or navigate anywhere else in Salesforce.
3. Write your email. If the recipient has opted out of receiving mass email or previous emails to
the address have bounced, you’ll see an indicator next to their name.
EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To send email:
• Send Email permission
and access to the record
the email is sent from.
To attach files to email or
templates:
• Access to the file you’re
attaching.
4. Add attachments if you need to.
5. Preview and send.
You’ll find a link to the email in the activity feed under Past Activity. You can also find a link in the activity timeline on related records.
If you use Automatic BCC, as defined in your email settings, you’ll receive a copy of the email in the inbox of your specified return
address.
Example: Jane is working a deal, or opportunity, to sell 600 widgets to Acme Corporation. The contact for Acme is John Stamos
and the opportunity record is Acme 600 Widgets. Jane needs to send an email to John, including a term sheet, and she wants that
email associated with the 600 widgets opportunity record. It’s also handy to have the email available from John’s contact record.
Jane opens the Acme 600 Widgets record and writes the email, attaching the term sheet. After she sends the email, she can find
a link to the email on the Acme 600 Widget opportunity record and the John Stamos contact record.
SEE ALSO:
Edit Your Email Settings
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Find Email Sent from a Salesforce Record in Lightning Experience
After you send an email, Salesforce creates an email record to track the email and store its content.
The activity feed includes a link to that email. If you sent email to a contact or lead, each of those
records includes a link to the email.
For emails that don’t include any contacts or leads as recipients in the To field, the email and feed
item are created for the record specified in the Related To field when you sent the email.
If you use Automatic BCC, as defined in your email settings, you receive a copy of the email in the
inbox of your specified return address.
Note: If your company does not have Enhanced Email enabled, Salesforce saves sent emails
as task records instead of email records. You find the task records the same way you would
find email records. If you are unsure of whether your company uses Enhanced Email, speak
with your administrator.
1. Open either the record that was originally open when you wrote the email or the record for
the contact or lead you sent it to.
2. To find the email in Past Activity, click the Activity tab.
EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To view sent email:
• View Tasks permission
and access to the record
the email was sent from.
3. To open its task record, where you can view the message and related details, click the email
link. And if you use Automatic BCC, you can find the sent email in your inbox.
Send Email through Gmail or Office 365 in Lightning Experience
Send your Salesforce email through your Gmail or Office 365 account. Emails sent in Lightning
Experience look like they were sent from your Gmail or Office 365 inbox. You can also see the emails
you’ve sent in your Gmail or Office 365 Sent Items folder.
Emails sent through workflows and triggers are still sent through Salesforce. Also, bounce
management isn’t supported when you send through external email accounts.
Email delivery information for Send through Gmail or Office 365 is not available in the email logs.
Email logs should be obtained from Gmail or Office 365 instead.
1. From your personal settings, enter My Email Settings in the Quick Find box, and
select My Email Settings.
2. Select how you’d like to send your email.
Your Salesforce admin can enable either Gmail or Office 365 for your org. You can’t choose
between the two.
3. Click Save.
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EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To send email:
• Send Email permission
and access to the record
the email is sent from.
Sales Productivity
Manage the Admin Details of Email
Manage Email in Salesforce Classic
If you’re using Salesforce Classic, use Email Author to email your contacts, leads, person accounts,
and coworkers directly from account, contact, lead, opportunity, case, campaign, or custom object
pages.
Send Email in Salesforce Classic
Email your contacts, leads, person accounts, and coworkers directly from account, contact, lead,
opportunity, case, campaign, or custom object pages in Salesforce Classic.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
Considerations for Sending Email in Salesforce Classic
Before you send email, consider a few key points.
EDITIONS
General
Available in: Salesforce
Classic
• You can enter only one name in the To field.
Available in: All Editions
• You can include a signature in text emails only.
Email Templates
• When authoring an email, you can choose a predefined template for the message. To personalize your message, you can include
merge fields that are replaced with information from the Salesforce record when the email is sent. For example, your company can
use a standard template to communicate solution information to customers with cases. Your Salesforce admin can maintain
company-wide templates, and you can maintain your own templates.
• Email templates give you access only to the fields that are accessible to you via your page layout and field-level security settings.
(Field-level security is available in Professional, Enterprise, Unlimited, Performance, and Developer Editions.)
• If your template contains a merge field for which no data exists in a particular record, that field doesn’t appear in the email that you
send. To find such blank fields, modify your recipient list view to search for the merge fields that you’re using in your template. Then
enter the criterion “<field> equals,” leaving the third field blank. Edit those records that have blank fields before you send email.
• If you modify an email template, your changes affect the HTML version of the template.
• You can’t modify custom email templates.
Tracking Email
To track email that you sent, use HTML formatting when authoring. Also make sure that your Salesforce admin has added the HTML
Email Status related list to your contact, lead, and person account pages.
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Send Email in Salesforce Classic
Email your contacts, leads, person accounts, and coworkers directly from account, contact, lead,
opportunity, case, campaign, or custom object pages in Salesforce Classic.
EDITIONS
1. On the Activity History related list of a record, click Send an Email.
Available in: Salesforce
Classic
2. To change formatting type, click Switch to Text-Only or Switch to HTML.
Available in: All Editions
3. To use a predefined email template, click Select Template.
4. Complete the fields.
USER PERMISSIONS
5. Click Send.
Note: When you send an email to a Contact or Lead through the Send an Email composer,
it checks recipients' email opt-out preference. If any recipients have opted out, you see a
warning banner. When you enter an email address into the Additional To, CC, or BCC field,
the composer doesn't check the email opt-out preference and no warnings are shown.
To send email:
• Send Email
SEE ALSO:
Considerations for Sending Email in Salesforce Classic
Guidelines for Working with Email
Send Mass Email in Salesforce Classic
Guidelines for Working with Email
Consider a few pieces of advice for working with emails, including information for customers that
use Email-to-Case and Enhanced Email.
EDITIONS
• You can’t use custom currency fields with emails.
Available in: Lightning
Experience and Salesforce
Classic
• Emails can have only one record type.
• In Salesforce Classic, you can attach multiple files to an email as long as the total size of all
attached files doesn’t exceed 10 MB.
Available in: All Editions
In Lightning Experience, you can customize whether to send files as links or attachments,
depending on the total size of all attached files. From Setup, enter Email Attachments
in the Quick Find box, then select Email Attachments under Email.
– If the combined size of all files attached to an email exceeds the Salesforce limit, 3 MB, or if you use mass or list email, the actual
files are not attached to the email when it’s sent. Instead, a link to each file is attached to the email. When a recipient clicks a
link, it opens the corresponding attachment in Salesforce Files. For example, if you attach two 1.7-MB files to an email and send
it, the recipient receives the email with two links attached to it.
– Attachments that are sent as links in Salesforce Classic expire after 30 days. You can expire the link manually.
– Attachments that are sent as links in Lightning Experience don't expire automatically. You can expire the link manually.
For Organizations That Use Email to Case
• Email messages that aren’t associated with cases can’t be displayed in communities.
• You may need to review triggers and workflow rules that use the EmailMessage object. For EmailMessage records associated with
cases, the ParentID field is always populated. With Enhanced Email, EmailMessage records may be associated with other records
and the ParentID field may be blank. As a result, you may need to update your triggers and workflow rules to handle email
messages with a blank ParentID field.
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For Organizations That Use Enhanced Email
• An email is stored as both an Email Message record and a Task record. However, the email detail page only shows the Email Message
record—not the Task record.
• If your organization uses business logic that incorporates tasks and emails, you may need to:
– Recreate any custom Task fields on the Email Message object.
– Migrate any Task object triggers to the Email Message object.
SEE ALSO:
Send Email in Salesforce Classic
Send Mass Email in Salesforce Classic
Organization-Wide Email Addresses
If your Salesforce org requires users to share a common email alias, you can define a list of
organization-wide addresses for each user profile. When sending email from Salesforce, users with
these profiles can select their own email address or the organization-wide email address for the
email’s From field. Replies are delivered to the selected address.
Example: Your org has several users assigned to a Support Profile. This profile is associated
with an email address called support@acme.com and a Display Name of Acme
Support. When these users send an outbound email through Salesforce, they can choose
to have their From email address appear as support@acme.com instead of their own
Salesforce email address.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
The highlighted sections in the following image represents the changes to the From address
and Display Name that the recipient of an email might see.
Considerations for Using Organization-Wide Email Addresses in Salesforce Classic
Before creating and assigning organization-wide addresses to your Salesforce user profiles, review a few details, including information
about mass email and reporting.
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Set Up Organization-Wide Email Addresses in Salesforce Classic
You can define and manage organization-wide addresses for each user profile. When sending email from Salesforce, users with these
profiles can select their own address or the organization-wide address for the email’s From address. Replies are delivered to selected
address.
SEE ALSO:
Send Email from Salesforce
Organization-Wide Email Footers
Considerations for Using Organization-Wide Email Addresses in Salesforce Classic
Before creating and assigning organization-wide addresses to your Salesforce user profiles, review a few details, including information
about mass email and reporting.
Available in: Salesforce Classic
Available in: All Editions
• Organization-wide addresses can't be used in scheduled reports, scheduling dashboards for refresh, sending mail merge emails, and
sending meeting requests to contacts and leads.
• You cannot delete or change an organization-wide email address if it is used by an email alert.
SEE ALSO:
Organization-Wide Email Addresses
Set Up Organization-Wide Email Addresses in Salesforce Classic
You can define and manage organization-wide addresses for each user profile. When sending email
from Salesforce, users with these profiles can select their own address or the organization-wide
address for the email’s From address. Replies are delivered to selected address.
Available in: Salesforce Classic
USER PERMISSIONS
To modify organization-wide
addresses:
• Modify All Data
Available in: All Editions
1. From Setup, enter Organization-Wide Addresses in the Quick Find box, then select Organization-Wide Addresses.
2. To manage organization-wide addresses, use the available options.
To use an organization-wide address, send an email from Salesforce and choose your organization-wide address from the drop-down
list.
SEE ALSO:
Organization-Wide Email Addresses
Considerations for Using Organization-Wide Email Addresses in Salesforce Classic
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Organization-Wide Email Footers
Let your users save time and apply common messaging to all emails sent from Salesforce by creating
organization-wide email footers. You can create a separate email footer for each encoding and
choose default email footers for single and mass email. In Lightning Experience, email sent via Gmail
or Office 365 can contain an organization-wide email footer: you choose if it’s included.
Considerations for Setting Up Organization-Wide Email Footers
Before creating organization-wide footers for users in your Salesforce org, review a few details,
including information about encoding and defaults.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
Set Up Organization-Wide Email Footers
With organization-wide email footers, you can apply common messaging to all emails sent from Salesforce. In just a few clicks, you
can create, edit, and deactivate footers, and set default footers.
SEE ALSO:
Send Email from Salesforce
Considerations for Setting Up Organization-Wide Email Footers
Before creating organization-wide footers for users in your Salesforce org, review a few details,
including information about encoding and defaults.
EDITIONS
• Footers are text only. HTML tags aren't rendered.
Available in: Salesforce
Classic and Lightning
Experience
• If your organization uses Send Through Gmail or Office 365, organization-wide footers do not
appear in emails sent from Salesforce.
• You can choose one default footer for single email and one for mass email. These defaults are
used when no footer matches an outgoing email's encoding.
Available in: All Editions
• The maximum size of a footer is 32 KB.
• Encoding
– In Salesforce Classic, the Email encoding field lets you determine which emails the footer appears on. For each encoding,
you can have one active single email footer and one active mass email footer.
– In Lightning Experience, the footers are sent in the user’s encoding setting.
SEE ALSO:
Organization-Wide Email Footers
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Set Up Organization-Wide Email Footers
With organization-wide email footers, you can apply common messaging to all emails sent from
Salesforce. In just a few clicks, you can create, edit, and deactivate footers, and set default footers.
EDITIONS
1. From Setup, enter Email Footers in the Quick Find box, then select Email Footers.
Available in: Salesforce
Classic and Lightning
Experience
2. To create, edit, and deactivate footers; set default footers; and deactivate organization-wide
email footers, use the available options.
Available in: All Editions
SEE ALSO:
USER PERMISSIONS
Organization-Wide Email Footers
To create and edit email
footers:
• Modify All Data
Enable Email Tracking for HTML-Based Emails in Salesforce Classic
Enable Salesforce to track outbound HTML emails: Custom HTML and Letterhead. Emails are tracked
as completed tasks. If you disable this option, Salesforce no longer stores email tracking information.
However, email tracking reports remain on the Reports tab.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
EDITIONS
Available in Salesforce
Classic
Available in: All Editions
2. Select Enable Email Tracking.
3. Click Submit.
USER PERMISSIONS
To display email statistics to your users, add the HTML Email Status related list to page layouts.
To enable email tracking:
• Customize Application
and Modify All Data
Troubleshoot Inbound Email Errors with Snapshots
Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email
errors.
EDITIONS
Inbound email snapshots capture a copy of inbound email messages, helping you diagnose issues
with email services such as Email to Salesforce, Email-to-Case, and Apex email services. Request a
snapshot by specifying criteria for the email’s To and From addresses, and when an inbound message
meets that criteria, the snapshot records a single copy that you can view and download. The email
itself is processed normally without alteration. Snapshots contain the:
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except for Database.com
• Sender’s address
• Inbound email service address
USER PERMISSIONS
• Date and time of the snapshot
To request, view, download,
and delete email snapshots:
• Modify All Data
• Full message contents, including headers and attachments
To enable inbound email snapshots, contact Salesforce.
• To access inbound email, from Setup, enter Email Snapshots in the Quick Find
box, then select Email Snapshots.
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• To request an inbound email snapshot, enter criteria for the To address (required) and From address (optional). Then click Request
Snapshot.
The requested snapshot is added to the list of Pending and Completed Snapshots. When an inbound message meets your specified
criteria, we take a snapshot and complete the request.
• To view a completed snapshot:
Option
Description
View snapshot details
Click Show Details to see when the snapshot was taken, the
sender’s address, and the inbound email service address. Click
Hide Details to collapse the details section.
Download the snapshot
Click Download then either open the email as a .txt file or save
it to your computer.
Consider these tips when using inbound email snapshots:
• You can have a maximum combined total of 25 pending and completed snapshots. Delete some to free up space for new snapshots.
You can delete any pending or completed snapshot, even if someone else originally requested it.
• Deleted snapshots are permanently deleted. They’re not moved to the Recycle Bin.
• When specifying criteria for the To address, keep these tips in mind.
– The criteria apply to any of the addresses specified in an email’s To, CC, or BCC fields (not only the To field).
– Inbound email service addresses always end in salesforce.com.
– You may want to look up the addresses your organization uses. This table summarizes where to find them.
Type of inbound email address
Where to find addresses
The user’s unique Email to Salesforce address
From the user’s personal settings, enter Email to
Salesforce in the Quick Find box, then select Email
to Salesforce to view the unique address assigned to them
by Email to Salesforce.
Email routing addresses for Email-to-Case or On-Demand
Email-to-Case
From Setup, enter Email-to-Case in the Quick Find
box, then select Email-to-Case to open the Email-to-Case
settings page. View the Routing Addresses section.
Your organization’s email service addresses
From Setup, enter Email Services in the Quick
Find box, then select Email Services, then the name of an
email service.
• You can use an asterisk (*) wildcard in both the local-part of the email address (the part before the @ symbol) and in the domain-part
(the part after the @ symbol). Spaces, commas, and semicolons aren’t valid characters. Each address field can contain a maximum
of 255 characters.
• If you want to request more than one snapshot with identical criteria, click Request Snapshot multiple times.
• If you believe that a snapshot should have completed but it still shows Pending status, try refreshing the page.
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• Snapshots don’t expire. If no inbound emails match the specified criteria, a requested snapshot remains in Pending status indefinitely.
Completed snapshots persist until you delete them.
SEE ALSO:
Email Logs: Monitor Emails Sent Through Salesforce
Personalize Your Salesforce Experience
Delete Email Attachments Sent as Links in Salesforce Classic
When you add an attachment to an email, you can send the attachment as a link instead of sending
the entire file. You can stop the person who got the email from opening the linked attachment.
EDITIONS
You can find and delete attachments sent as links. Recipients who then click the attachment link
see a message asking them to contact the email sender to view the attachment. You can search
only within your organization’s email retention period. This period is typically 30 days, but contact
Salesforce Support for your organization’s details.
Available in: Salesforce
Classic
To find and delete email attachments sent as links:
1. From Setup, enter Attachments in the Quick Find box, then select Delete
Attachments Sent as Links.
2. Enter either of the following options.
Available in: All Editions
USER PERMISSIONS
To delete email attachments
sent as links:
• Modify All Data
• File name (optional), username, and date range:
– Optionally, attachment file name, including the file extension (for example,
ThisYearResults.pdf). You can use wildcards (for example, ThisYearRes would find
ThisYearResults.pdf).
– Sender's username
– Date range during which the email was sent
• Attachment URL: Click the attachment link (.html) in the email to open it in a browser, and copy and paste the URL.
3. Click Search.
• Search results show up to 100 matching entries.
• If the attachment was sent using mass email, search results show one entry for every 100 emails sent. Delete one of these entries
to delete the attachment.
4. In Search Results, click Del next to the attachment you want to delete. Recipients who then click the attachment link see a message
asking them to contact the email sender to view the attachment.
Note: You cannot recover deleted attachments from the Recycle Bin.
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Relate Emails to Records with Email to Salesforce
It’s easy to track your sales-related communications. Use Email to Salesforce to capture email sent
with external email applications such as IBM® Lotus Notes® and Microsoft® Outlook® and with
webmail such as Gmail® and Yahoo! Mail®. Then relate those emails to leads, contacts, and
opportunities, or to other specific records in Salesforce.
How Does Email to Salesforce Work?
When you send email from external email applications, use Email to Salesforce to automatically
relate those emails to your Salesforce leads, contacts, opportunities, and other specific Salesforce
records.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
Set Up Email to Salesforce
To be able to use Email to Salesforce, start by configuring it.
Enable Email to Salesforce for Your Users
Let your users add email to Salesforce records. Email to Salesforce lets users assign emails to leads, contacts, opportunities, and other
specific records in Salesforce. That way, it’s easy to track sales-related communications.
Relate Emails to Your Salesforce Records Using Email to Salesforce
Email to Salesforce lets you track your sales-related emails in Salesforce. Relate emails that you send with external email applications
to leads, contacts, opportunities, and other specific Salesforce records.
Handle Emails That Email to Salesforce Doesn’t Assign to Records
When emails are sent to Salesforce via Email to Salesforce or Salesforce for Outlook, some are assigned to related records based on
your Email to Salesforce settings. The rest are added to My Unresolved Items, where you assign them to related Salesforce records
or confirm that you want to leave them unassigned.
Considerations for Using Email to Salesforce
Before you use Email to Salesforce, consider a few key points.
Guidelines for Using Email to Salesforce
If you’re using Email to Salesforce, review a few key points for additional information.
How Does Email to Salesforce Work?
When you send email from external email applications, use Email to Salesforce to automatically
relate those emails to your Salesforce leads, contacts, opportunities, and other specific Salesforce
records.
When composing, forwarding, or replying to an email, you enter a special Email to Salesforce address
in the BCC field (or any other recipient field). Salesforce receives a copy of the email. Depending on
your configuration, Salesforce adds the email to the Activity History related list of the record whose
email address matches the recipient’s email address, or to the My Unresolved Items page. From the
My Unresolved Items page, you can manually assign the email to a record. Unassigned emails also
appear in your open task list.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
Relating Emails to Leads, Contacts, and Opportunities
If you configure Email to Salesforce to associate emails to matching leads or contacts, Salesforce searches the To and CC fields for the
email addresses of your leads or contacts. If any leads or contacts are found, Salesforce saves the email to the Activity History related list
on the appropriate record.
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If you configure Email to Salesforce to associate emails to matching opportunities, Salesforce searches the To and CC fields for the
email addresses of your contacts. If contacts are found, Salesforce saves the email to the Activity History related list on all open opportunities,
as long as the contact is assigned a contact role on the opportunity.
If Salesforce can’t match any email addresses for recipients that appear in the To and CC fields of emails that you add to Salesforce,
the My Unresolved Items page displays one row for each email.
Relating Emails to Specific Records
To relate an email to a specific Salesforce record, include the record ID in the subject line or body of the email.
If you configure Email to Salesforce to associate email with matching leads, contacts, or opportunities, an unresolved task is created
when an email is associated with a lead, contact, or opportunity using a record ID but not a matching email address. For example, you
configure emails to be associated with matching leads. You then send an email directly to your Email to Salesforce address with a lead
record ID in the body or subject line of the email. The email is associated with the lead, and an unresolved task is created.
Getting Started
When your Salesforce admin activates Email to Salesforce, you receive an email that contains your system-generated Email to Salesforce
address. This address also appears in your personal settings.
Access your personal settings to configure Email to Salesforce before you use it.
SEE ALSO:
Considerations for Using Email to Salesforce
Set Up Email to Salesforce
Relate Emails to Your Salesforce Records Using Email to Salesforce
Guidelines for Using Email to Salesforce
Set Up Email to Salesforce
To be able to use Email to Salesforce, start by configuring it.
EDITIONS
1. From your personal settings, enter Email to Salesforce in the Quick Find box,
then select My Email to Salesforce.
2. Enter your own email address in My Acceptable Email Addresses. If you send
email from more than one address, separate each address with a comma.
Important: Your Email to Salesforce address accepts email only from addresses that you
list here. If you don’t list an email address, email that’s sent to your Email to Salesforce
address isn’t associated with any records.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
3. Under Email Associations, select options as needed.
4. If you exclude multiple email domains from automatic association in Excluded Domains, separate them with commas.
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5. Click Save.
SEE ALSO:
Considerations for Using Email to Salesforce
Relate Emails to Your Salesforce Records Using Email to Salesforce
Personalize Your Salesforce Experience
Guidelines for Using Email to Salesforce
Enable Email to Salesforce for Your Users
Let your users add email to Salesforce records. Email to Salesforce lets users assign emails to leads,
contacts, opportunities, and other specific records in Salesforce. That way, it’s easy to track
sales-related communications.
EDITIONS
1. From Setup, enter Email to Salesforce in the Quick Find box, then select Email
to Salesforce.
Available in: both Salesforce
Classic and Lightning
Experience
2. Click Edit.
Available in: All Editions
3. Select Active.
4. If you plan to configure Email to Salesforce to verify the legitimacy of the sending server before
processing a message, ensure that the senders who you expect to use Email to Salesforce
support at least one of these authentication protocols.
• SPF
USER PERMISSIONS
To enable or disable Email
to Salesforce:
• Modify All Data
• SenderId
• DomainKeys
Email to Salesforce accepts the email only if the sending server passes at least one of these protocols and doesn’t fail any of them.
To configure Email to Salesforce to verify the legitimacy of the sending server before processing a message, select Advanced Email
Security Settings.
5. Click Save.
6. To notify users that Email to Salesforce is activated, click Send Notification Email. Otherwise, click Skip This Step.
Salesforce creates a unique Email to Salesforce address for each user. Users view their Email to Salesforce address and customize their
settings on the My Email to Salesforce page in their personal settings. For more information, see How Does Email to Salesforce Work?
on page 244.
SEE ALSO:
How Does Email to Salesforce Work?
Personalize Your Salesforce Experience
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Sales Productivity
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Relate Emails to Your Salesforce Records Using Email to Salesforce
Email to Salesforce lets you track your sales-related emails in Salesforce. Relate emails that you send
with external email applications to leads, contacts, opportunities, and other specific Salesforce
records.
To relate emails sent from external email applications to leads, contacts, or opportunities:
1. Compose an email from an email account that you listed in My Acceptable Email
Addresses on the My Email to Salesforce setup page.
EDITIONS
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
2. Enter your Email to Salesforce address in the BCC field.
3. Enter the email recipients in the To and CC fields.
4. Send the email.
To relate externally sent emails to specific Salesforce records:
1. Compose an email from an email account that you listed in My Acceptable Email Addresses on the My Email to
Salesforce setup page.
2. Locate the record ID of the record to associate the email with. The record ID is the 15-digit, case-sensitive, alphanumeric code at the
end of the URL for the record.
3. In the subject line or body of the email, type ref: followed by the record ID. For example: ref: 701D0000000HQZy.
4. Enter your Email to Salesforce address in the To, CC, or BCC field.
5. Send the email.
SEE ALSO:
Considerations for Using Email to Salesforce
Guidelines for Using Email to Salesforce
Set Up Email to Salesforce
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Relate Emails to Records with Email to Salesforce
Handle Emails That Email to Salesforce Doesn’t Assign to Records
When emails are sent to Salesforce via Email to Salesforce or Salesforce for Outlook, some are
assigned to related records based on your Email to Salesforce settings. The rest are added to My
Unresolved Items, where you assign them to related Salesforce records or confirm that you want
to leave them unassigned.
Available in: both Salesforce Classic and Lightning Experience (only when prompted to resolve
Salesforce for Outlook items from the Windows system tray)
USER PERMISSIONS
To view or edit unresolved
emails:
• Edit on tasks and Read
on the objects that you
assign to the email
AND
Available in: All Editions except Personal Edition
Email to Salesforce
OR
Add Email in Salesforce
for Outlook and Email to
Salesforce
1. Access your unassigned emails in My Unresolved Items.
2. Choose one of these actions.
• Assign to related records: Enter a related record in one or both fields. If you need to, select
the correct record type from the drop-down list. If you assign a lead, you can’t assign more
records. To cancel an assignment, clear an entry.
• Leave unassigned: The text Unresolved Email: is removed from the subject line,
and the email is assigned to you as a completed task. If the task’s Status picklist includes
more than one “completed” status, Salesforce uses the first one.
3. Save your changes.
Assigned emails are added to the associated records. All modified items are removed from the
list.
To create Salesforce records:
• Edit on tasks
AND
Show Quick Create and
Create on those objects
To see recently used data in
the related records fields:
• Lookup Auto-Completion
in Search Settings
Considerations for Using Email to Salesforce
Before you use Email to Salesforce, consider a few key points.
EDITIONS
General Considerations
• Use Email to Salesforce to capture email sent with external email applications such as IBM®
Lotus Notes® and Microsoft® Outlook® and with webmail such as Gmail® and Yahoo! Mail®.
• Email to Salesforce attempts to match the email address in the To or CC fields with the one
in the Email standard field. Email to Salesforce doesn’t support matching on custom email
fields.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
• Salesforce ignores invalid IDs or IDs for records that you don’t have read access to.
• Email to Salesforce is required to use the Add Email feature with Salesforce for Outlook. Disabling one feature disables the other.
With Salesforce for Outlook, you add emails via Add Email and Send and Add, not the BCC field.
• If you enter a recipient’s email address in the BCC field, the owner of the address receives the email, but the email isn’t related to
records that contain the email address.
Limits
• The maximum number of email addresses that Email to Salesforce can match is 50. If the combined number of addresses in the To
and CC fields exceeds this limit, Email to Salesforce processes only the first 50 unique addresses in the email.
• Email to Salesforce can create a maximum of 50 email activities for each email that it receives. It can relate up to 50 contacts to each
email task record.
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• The size limit for an attached file is 25 MB when attached directly to the related list. The size limit for an email message, including
attachments, is 25 MB. For each matching record, all attachments that are sent with the email are duplicated, which affects your
data size limit. Any attachments that aren’t added are listed in the confirmation email that you receive from Salesforce.
• Email text and HTML are truncated to 32 KB.
Guidelines for Using Email to Salesforce
If you’re using Email to Salesforce, review a few key points for additional information.
EDITIONS
General Guidelines
• For easy access, add your Email to Salesforce address to the address book of your email program.
• When you use Email to Salesforce to save a message as an email activity, the default task type
is specified by the Send Email Default setting. To change the default value, edit the
Task Type picklist field.
Available in: both Salesforce
Classic and Lightning
Experience
Available in: All Editions
• Emails that come from excluded domains go to My Unresolved Items. From there, manually
assign them or leave them unassigned.
• To save a message as an email activity without sending it to another person, forward the email with your Email to Salesforce address
in the To field. Make sure that no other email address is in the To, CC, or BCC fields. Salesforce receives a copy of the email and
searches the From, To, and CC fields in the forwarded email for the email addresses of your leads and contacts. If any leads or
contacts are found, Salesforce saves the email in the Activity History related list on the appropriate record.
• If Email to Salesforce matches an email address to multiple lead or contact records in Salesforce, you can associate the email with
all matching records, the oldest record, or the record with the most activity.
• If Email to Salesforce matches an email to multiple opportunity records in Salesforce, the email is included in the activity history on
all matching open records.
Record IDs
• The record ID is the 15-digit, case-sensitive, alphanumeric code at the end of the URL for a record. For example, if you view the detail
page of a campaign record, the URL resembles this one:
https://yourInstance.salesforce.com/701D0000000HQZy. The record ID for this record is 701D0000000HQZy.
• You can type record IDs on a separate line or within the email body text if surrounded by (), [], or {}. For example: (ref:
701D0000000HQZy). Separate multiple record IDs with commas, for example: ref: 701D0000000HQZy,
801D0000000IRAz, 901D0000000JSBa.
Send Email to a Group: List Email and Mass Email
To send an individual copy of an email to a group of people, use list email and mass email. Create
a list of recipients and use templates to easily personalize each copy of the email.
Send List Email in Lightning Experience
Take your company’s email outreach efforts to the next level. Send an email to recipients on
contact and lead lists. Or, choose individual records on a list view. List email sends an individual
email to each recipient instead of one email to the entire group. Use email templates and merge
fields to customize each email. List email is intended to facilitate your business processes, not
to replace your email application or handle mass-marketing campaigns.
EDITIONS
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Send Mass Email in Salesforce Classic
Email a list of contacts, leads, or person accounts for small-scale sales or support. Mass email is intended to facilitate your business
processes, not to replace your email application or handle mass-marketing campaigns.
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Send Email to a Group: List Email and Mass Email
Send List Email in Lightning Experience
Take your company’s email outreach efforts to the next level. Send an email to recipients on contact
and lead lists. Or, choose individual records on a list view. List email sends an individual email to
each recipient instead of one email to the entire group. Use email templates and merge fields to
customize each email. List email is intended to facilitate your business processes, not to replace
your email application or handle mass-marketing campaigns.
EDITIONS
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Considerations for Sending List Email in Lightning Experience
Before you send a list email—an email to a list of contacts or leads—consider a few key points.
Send a List Email in Lightning Experience
Create and send a list email, which sends an individual email to each recipient in the list.
List Email Limitations
See the limitations for sending list emails.
Considerations for Sending List Email in Lightning Experience
Before you send a list email—an email to a list of contacts or leads—consider a few key points.
EDITIONS
• List email isn’t available in the Customer or Partner Community.
• To send a list email to person accounts, create a contact list view.
• To log list email activities, list email logging must be enabled. It is on by default.
To confirm the setting, from Setup, enter Deliver in the Quick Find box, then select
Deliverability. Examine the checkbox Log activities for email recipients.
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• Your reps can’t create a list email in the Salesforce app, but they can see the activity in the activity timeline.
• Reps can use Salesforce Classic to view list email activity in the Activity History list. However, to show the list email record when a
rep clicks the list email activity, enable enhanced email.
• Removing the Send List Email button from the List View doesn’t remove it from the Recently Viewed page.
• The Send List Email button isn’t available in Kanban view.
• When a rep sends a list email that’s using a Classic email template with an attachment, the attachment isn’t shown in the list email
record.
• The from address for list emails differs depending on whether the rep is using Einstein Automatic Capture.
– With Einstein Automatic Capture: the from address is the email address that’s specified in the rep’s user record. For example, the
rep can’t use any email addresses in connected accounts.
– Without Einstein Automatic Capture: the from address is the rep’s return address or, if their return address isn’t specified, their
email address.
SEE ALSO:
Send a List Email in Lightning Experience
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Sales Productivity
Send Email to a Group: List Email and Mass Email
Send a List Email in Lightning Experience
Create and send a list email, which sends an individual email to each recipient in the list.
Before creating the list email, verify that you have a contact or lead list view with the recipients you
want.
EDITIONS
1. Navigate to a contact or lead list view.
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
2. Select the checkbox next to individual records you want to email, or select all records on the
page.
USER PERMISSIONS
To use an email template from Salesforce Classic, create it before creating the list email.
Alternatively, don’t select any recipients to create a list email with named contact and lead lists.
3. Click Send List Email.
To use list emails:
• Allow sending of List
Emails
4. If you want, add the names of list views in the Recipients field. You can add contact and lead list views for the same list email.
5. Add content or insert an email template.
6. Customize the content or add attachments.
7. On the Review tab, confirm that the preview looks correct. Click each recipient’s name to see any personalization.
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Send Email to a Group: List Email and Mass Email
8. Click Send.
You get an email when the list email is sent. You can also see that the email was sent by looking in the recipient’s activity timeline.
Note: You can also create a list email in the List Emails tab.
The activity timeline of each recipient shows the list email in Past Activity. Click the activity to see more details. A sample of the sent list
email is stored in its original format along with details like recipients and attachments, and stats such as total sent.
SEE ALSO:
Considerations for Sending List Email in Lightning Experience
List Email Limitations
See the limitations for sending list emails.
EDITIONS
The following limitations apply to list emails.
• You can manually select up to 200 contacts or leads from a contact or lead list view.
• You can email up to 2,000 contacts or leads from each list view, by entering the list view name
in the Recipients field.
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• List emails count against an org’s daily list email send limit, which is typically 5,000 emails per
day. This limit doesn't include individual emails you send.
Send Mass Email in Salesforce Classic
Email a list of contacts, leads, or person accounts for small-scale sales or support. Mass email is
intended to facilitate your business processes, not to replace your email application or handle
mass-marketing campaigns.
Considerations for Sending Mass Email in Salesforce Classic
Before you send a mass email—an email to a list of contacts, leads, or person accounts—consider
a few key points.
EDITIONS
Available in: Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Send Mass Email in Salesforce Classic
Send an email to a group of contacts, leads, person accounts, or coworkers all at the same time.
View the Status of Your Mass Email in Salesforce Classic
Stay in-the-know with an auto-generated status email for each mass email that you send.
Mass Email Queue: Monitor the Status of Mass Emails Sent Through Salesforce
The mass email queue lets you view the status of scheduled mass emails that you’ve personally sent or the status of scheduled mass
emails for your Salesforce org. You can cancel mass emails if necessary. You can view the status of your personal mass emails from
your personal settings. If you have permission, you can view the status of organization-wide mass emails from Setup.
Guidelines for Sending Mass Email in Salesforce Classic
If you’re sending mass email—an email to a list of contacts, leads, or person accounts—refer to these guidelines for additional
information.
Mass Email Limitations
See the limitations for sending mass emails.
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Send Email to a Group: List Email and Mass Email
Considerations for Sending Mass Email in Salesforce Classic
Before you send a mass email—an email to a list of contacts, leads, or person accounts—consider
a few key points.
EDITIONS
• You can send a mass email to a recipient list that consists of contacts, leads, person accounts,
or users that you can view in Salesforce.
Available in: Salesforce
Classic
• If a standard email field is hidden via field-level security, the Mass Email links for contacts and
leads don’t appear.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
• Mass email can be sent to an address in a standard email field. Mass email with a custom email
field isn’t supported.
• Before you send a mass email, create a custom view of contacts, leads, person accounts, or
cases without an email address. In the search criteria, choose “Email equals,” and leave the third field blank. You can then update
those records before sending your emails. You can’t validate an email address without sending an email message.
• You can’t send a mass email using a Visualforce email template.
• Attachments in mass emails are sent as links rather than as physical files. When recipients click the attachment link in the email, the
attachment opens in a separate browser window, and they can download the file. Attachments are stored for 30 days.
• Mass email functionality does not recognize duplicates or remove them from a mass email list. All records that meet the filter criteria
are pulled into the list, even if they share the same email address.
•
Note: The addressed and sent-to numbers in mass email status messages differ in the following situations.
– One or more selected recipients opted out of receiving mass email after the mass email was scheduled but before it was
processed.
– One or more selected recipient email addresses were removed from the contact or lead after the mass email was scheduled
but before it was processed.
– The user who sent the mass email was deactivated after the mass email was scheduled but before it was processed.
Salesforce does not send mass emails scheduled by a user who is deactivated.
SEE ALSO:
Mass Email Limitations
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Send Email to a Group: List Email and Mass Email
Send Mass Email in Salesforce Classic
Send an email to a group of contacts, leads, person accounts, or coworkers all at the same time.
Note: You can’t use an organization-wide address to send a mass email.
Watch a Demo:
Sending Mass Email (Salesforce Classic)
1. Depending on who the recipients of your mass email are, do one of the following.
For contacts or person accounts
On the Contacts or Cases tab, in the Tools section at the bottom of the page, click Mass
Email Contacts.
If you use person accounts, the link also appears on the Accounts tab.
For leads
On the Leads tab, in the Tools section at the bottom of the page, click Mass Email Leads.
For coworkers (other Salesforce users)
If you have the Manage Users permission, from Setup, enter Mass Email Users in
the Quick Find box, and then select Mass Email Users.
2. Select a list view of recipients, and then click Go!.
EDITIONS
Available in: Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
USER PERMISSIONS
To send mass emails to
contacts, person accounts,
or leads:
• Mass Email
To send mass emails to
coworkers:
• Mass Email
3. All recipients in the list view are selected by default. To remove recipients, deselect them.
AND
4. Click Next.
Manage Users
To send mass emails and
log them in the Activity
History related list:
• Mass Email
5. Choose an email template.
6. To view the templates, click the Preview links.
7. Click Next.
8. On the confirmation page, select the processing options to use. The mass email name that you
specify appears in the queue and status messages that you receive from Salesforce, not in the
email that you’re sending.
9. In Delivery Options, send the email, or choose a date and time zone for sending the email in
the future.
10. Click Send, and then click Finished.
SEE ALSO:
Considerations for Sending Mass Email in Salesforce Classic
Guidelines for Sending Mass Email in Salesforce Classic
View the Status of Your Mass Email in Salesforce Classic
Email Templates in Salesforce Classic
Send Email to a Group: List Email and Mass Email
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AND
Edit Tasks
Sales Productivity
Send Email to a Group: List Email and Mass Email
View the Status of Your Mass Email in Salesforce Classic
Stay in-the-know with an auto-generated status email for each mass email that you send.
1. Make sure that your Salesforce org is configured to receive email notifications for mass emails.
See your Salesforce admin for help.
2. When creating the mass email, enter a value in the Mass Email Name field.
This value appears in the subject line of the status email. The content of the mass email sent
to recipients (including the subject line) is determined by the email template.
EDITIONS
Available in: Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
3. Send the mass email.
The status message that you receive shows the number of recipients that the mass email was
addressed and sent to.
SEE ALSO:
Guidelines for Sending Mass Email in Salesforce Classic
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Personalize Your Salesforce Experience
Mass Email Queue: Monitor the Status of Mass Emails Sent Through Salesforce
The mass email queue lets you view the status of scheduled mass emails that you’ve personally
sent or the status of scheduled mass emails for your Salesforce org. You can cancel mass emails if
necessary. You can view the status of your personal mass emails from your personal settings. If you
have permission, you can view the status of organization-wide mass emails from Setup.
The mass email queue shows the number of recipients that the mass email was addressed to and
sent to. These numbers may differ because:
• One or more selected recipients opted out of receiving mass email after the mass email was
scheduled but before it was processed.
EDITIONS
Available in: Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
• One or more selected recipient email addresses were removed from the contact or lead after
the mass email was scheduled but before it was processed.
USER PERMISSIONS
• The user who sent the mass email was deactivated after the mass email was scheduled but
before it was processed. Salesforce does not send mass emails scheduled by a user who is
deactivated.
To view your mass email or
cancel your pending mass
email:
• Mass Email
To view all mass email or
cancel pending mass email
in your organization:
• Modify All Data
SEE ALSO:
Monitor Emails Sent from Salesforce in Salesforce Classic
Send Mass Email in Salesforce Classic
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Sales Productivity
Send Email to a Group: List Email and Mass Email
Guidelines for Sending Mass Email in Salesforce Classic
If you’re sending mass email—an email to a list of contacts, leads, or person accounts—refer to
these guidelines for additional information.
EDITIONS
• By default, the My Contacts, My Leads, Active Users, or My Cases views include all records with
an email address. To change the list of recipients, create a custom view. If the record contains
no email address, or Email Opt Out is selected, a contact, lead, or person account isn’t
included in any email list views. Person accounts are included in contact list views.
Available in: Salesforce
Classic
• In the email template preview window, the template displays any merge fields included in it,
such as {!Account.AccountNumber}. When you send your email, data from the
recipients’ records, or any applicable substitute text, is inserted into the email in place of those
merge fields.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
• When Store an activity for each message is selected (default), the Activity History item is associated with the
contact, lead, or person account and is displayed as “Mass Email:<Template Description>.” The email subject, body, and attachments
aren’t stored in the Activity History item. Logging Activity History items requires access for viewing or editing the records in the
recipient list and the “Edit Task” permission.
• If the email deliverability option Notify sender when mass email completes is selected, you receive an
auto-generated status email from Salesforce for each mass email that you send. The subject line of the status email contains the
value that you entered in the Mass Email Name field when sending the mass email.
• To view and cancel mass emails that you’ve scheduled, from your personal settings, enter Mass Emails in the Quick Find
box, then select Mass Emails or My Mass Emails.
To view and cancel mass emails that anyone in your company scheduled, if you have the “Manage Users” permission, from Setup,
enter Mass Emails in the Quick Find box, then select Mass Emails.
SEE ALSO:
Send Mass Email in Salesforce Classic
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
Mass Email Limitations
See the limitations for sending mass emails.
You can send mass email to a maximum of 5,000 external email addresses per day per org based on Greenwich Mean Time (GMT).
The following limitations also apply to mass emails.
• The single and mass email limits don't take unique addresses into account. For example, if you have johndoe@example.com
in your email 10 times, that counts as 10 against the limit.
• You can send an unlimited amount of email to your org’s internal users, which includes portal users.
• You can send mass emails only to contacts, person accounts, leads, and your org’s internal users.
• In Developer Edition orgs and orgs evaluating Salesforce during a trial period, you can send mass email to no more than 10 external
email addresses per day. This lower limit doesn’t apply if your org was created before the Winter ’12 release and already had mass
email enabled with a higher limit. Additionally, your org can send single emails to a maximum of 15 email addresses per day.
• You can’t send a mass email using a Visualforce email template.
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Email Templates
Email Templates
Use email templates to increase productivity and ensure consistent messaging.
Email templates and Extended Mail Merge templates are similar: both features let you design
templates. Use these templates to generate documents that include field data from Salesforce
records like contacts, leads, or opportunities. Use email templates when drafting emails to send
from Salesforce, and extended mail merge templates when drafting documents in Microsoft(R)
Word.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
Use a Template to Standardize Email You Send
Use a template to save time and standardize email you send. You can create your own or use templates created by others in your
organization. Or use one of the samples Salesforce provides. If you select a template that has attached files, you need file access to
include them in emails you send from that template. If you need file access, we’ll let you know.
Create Custom HTML Email Templates
You can create custom HTML email templates without using letterhead. If you don’t know HTML, you can paste HTML code into
your template.
Add Images to Email Templates in Salesforce Classic
You can include images, such as logos, in your custom HTML and Visualforce email templates.
Considerations for Using Content from External Sources in Email Templates
If you copy and paste content from external sources, such as Microsoft Word or a web page, to an email template, you can get
strange formatting results. You might be pasting hidden formatting or nonstandard characters. The result is unusual formatting,
content that looks like stray programming code, or question marks instead of apostrophes or quotation marks. Review these
suggestions to avoid the problem.
Considerations for Using Merge Fields in Email Templates
A merge field is a placeholder in an email template. When you send the email, the placeholder is replaced with the data from the
record or records of the people you are emailing. Merge fields can also be used in an email, a mail merge template, a custom link,
or a formula to incorporate values from a record. You can use merge fields in the subject and body of custom HTML email templates.
When using merge fields, it’s a good idea to understand how they work and what to expect in your merged emails.
Merge Fields for Cases
The list of available email template merge fields depends on the type of data that you’re working with. Most of the merge fields for
cases correspond directly with a case field.
Email Templates in Lightning Experience
Automate with merge fields. Use a template if you want to: either choose from the samples we offer or create your own. Templates
are shared automatically with your organization.
Email Templates in Salesforce Classic
Email templates allow you to send email to contacts, leads, and others using predefined templates. In Salesforce Classic, you can
create four different types of email templates: text, HTML with letterhead, custom, and Visualforce. All of these email templates can
include text, merge fields, and attached files. You can also include images on your HTML and Visualforce templates. You can use
email templates when you send an email from the Activity History or HTML Email Status related list of a record. Text and HTML
templates can also be used when you send mass email. A button to check the spelling of your template is available for text templates
and Visualforce templates without HTML tags.
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Use a Template to Standardize Email You Send
Use a Template to Standardize Email You Send
Use a template to save time and standardize email you send. You can create your own or use
templates created by others in your organization. Or use one of the samples Salesforce provides. If
you select a template that has attached files, you need file access to include them in emails you
send from that template. If you need file access, we’ll let you know.
1. Open the record from which you want to send email.
2. Click the Activity tab, then click the Email tab.
3. To insert a template, click the Templates icon. Select the template you want and its contents
appear. Edit your email as needed, then preview and send!
SEE ALSO:
EDITIONS
Available in: Salesforce
Lightning Experience and
Salesforce Classic
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
Send Mass Email in Salesforce Classic
To send email:
• Send Email
Send List Email in Lightning Experience
To send emails or use
templates with attachments:
• Access to the file you’re
attaching.
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Create Custom HTML Email Templates
Create Custom HTML Email Templates
You can create custom HTML email templates without using letterhead. If you don’t know HTML,
you can paste HTML code into your template.
EDITIONS
1. Do one of the following:
Available in: Salesforce
Classic and Lightning
Experience
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
2. Click New Template.
3. Choose Custom (without using Letterhead) and click Next.
Available in: All Editions,
except Personal
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
6. Enter a name in Email Template Name.
7. If necessary, change the Template Unique Name. This unique name refers to the
component when you use the Lightning Platform API. In managed packages, this unique name
prevents naming conflicts in package installations. This name can contain only underscores
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
include spaces, not end with an underscore, and not contain two consecutive underscores.
With the Template Unique Name field, you can change certain components’ names in
a managed package and the changes are reflected in a subscriber’s organization.
8. If desired, choose a different character set from the Encoding drop-down list.
9. Enter a Description for the template. Both template name and the description are for
your internal use only. The description is used as the title of any email activities you log when
sending mass email.
HTML and Visualforce email
templates not available in:
Personal Edition
USER PERMISSIONS
To create or change custom
HTML email templates:
• Edit HTML Templates
To create or change public
email template folders:
• Manage Public
Templates
10. Click Next.
11. Enter a Subject for the message.
12. Enter the HTML source text for the message. Include all the HTML tags.
Note: If you are including an image, we recommend uploading it to the Documents tab. Then you can reference the copy
of the image on our server. For example:
<img src="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=1270576568000"/>
13. If desired, enter merge fields in the template subject and body. When you send an email, these fields are replaced with information
from your lead, contact, account, opportunity, case, or solution.
14. Click Next.
15. If desired, enter the text-only version of your email or click Copy text from HTML version to automatically paste the text from your
HTML version without the HTML tags. The text-only version is available to recipients who can’t view HTML emails.
Warning: We recommend that you leave the text-only version blank. If you leave it blank, Salesforce automatically creates
the text-only content based on the current HTML version. If you enter content manually, subsequent edits to the HTML version
aren't reflected in the text-only version. When left blank, the text-only content is automatically created when sending an email
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Add Images to Email Templates in Salesforce Classic
via the UI. If you use that same template to send email via the API or APEX, you must provide the text-only content. Remember
to update text-only content when you change the HTML content.
16. Click Save.
Tip: View a sample of the template populated with data from records you choose and send a test email by clicking Send Test
and Verify Merge Fields.
Note: You can’t modify the content of a custom HTML template when you select it for use in an email.
SEE ALSO:
Create Letterhead Email Templates in Salesforce Classic
Create Visualforce Email Templates in Salesforce Classic
Create Letterheads for Email Templates
Add Images to Email Templates in Salesforce Classic
Clone Email Templates in Salesforce Classic
Personalize Your Salesforce Experience
Add Images to Email Templates in Salesforce Classic
You can include images, such as logos, in your custom HTML and Visualforce email templates.
When creating custom HTML or Visualforce templates, use an img tag to reference the image. We
recommend uploading the images to the Documents tab and referencing the copy of the image
on the Salesforce server.
Note: For HTML with letterhead email templates, logos or images come from the letterhead
you choose when creating the email template.
1. Add an image to the Documents tab.
2. On the Documents home page, open the image by clicking its name.
3. Right-click the image and get its reusable URL address. When you use the URL, you reference
the copy of the image on the Salesforce server.
4. Open your custom HTML or Visualforce template.
5. Place the HTML tag <img>, using the image’s URL address, where you want to insert the image
in the email template.
Note: You can also use the URL of an external website, such as <img
src="http://www.401khelpcenter.com/syndicate/img/AF-Logo_Brown_Small.gif"
alt="Logo"/>. However, you have more control over an image if it’s stored in your
org.
Example: Custom HTML (Without Letterhead) Email Template
<img
src="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=1270576568000"/>
260
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions,
except Personal
HTML and Visualforce email
templates not available in:
Personal Edition
Visualforce Classic email
templates can’t be used in
Lightning Experience
USER PERMISSIONS
To create or change HTML
email templates:
• Edit HTML Templates
To create or change
Visualforce email templates:
• Customize Application
To create or change public
email template folders:
• Manage Public
Templates
Sales Productivity
Considerations for Using Content from External Sources in
Email Templates
Example: Visualforce Email Template
<apex:image id="Logo"
value="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=127057656800" />
SEE ALSO:
Create Letterheads for Email Templates
Considerations for Using Content from External Sources in Email Templates
If you copy and paste content from external sources, such as Microsoft Word or a web page, to an
email template, you can get strange formatting results. You might be pasting hidden formatting
or nonstandard characters. The result is unusual formatting, content that looks like stray programming
code, or question marks instead of apostrophes or quotation marks. Review these suggestions to
avoid the problem.
• Type content directly into the HTML email template.
EDITIONS
Available in: Salesforce
Lightning Experience and
Salesforce Classic
Available in: All Editions
• Change your template encoding to UTF-8.
• If you’re copying from Microsoft Word, turn off the AutoFormat function or undo the automatic
formatting as it occurs.
• Use a text-only editor such as Microsoft Notepad (for PCs) or TextEdit (for Macs) in plain text mode to strip out unwanted characters.
Copy the content from your source, paste it into the text-only editor, copy it again, and paste it into your template.
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Considerations for Using Merge Fields in Email Templates
Considerations for Using Merge Fields in Email Templates
A merge field is a placeholder in an email template. When you send the email, the placeholder is
replaced with the data from the record or records of the people you are emailing. Merge fields can
also be used in an email, a mail merge template, a custom link, or a formula to incorporate values
from a record. You can use merge fields in the subject and body of custom HTML email templates.
When using merge fields, it’s a good idea to understand how they work and what to expect in your
merged emails.
Guidelines for Syntax and Formatting
The syntax consists of an open curly brace and exclamation point, followed by the object name, a
period, the field name, and a closing curly brace. For example, if you want to include the account
number of your recipient, you could enter ID: {!Account.AccountNumber}, and your
recipient’s email displays ID: 001234567890123.
A merge field’s syntax can vary depending on where you’re using the field. To make sure you’re
using the correct syntax, select merge fields from the drop-down list in the editor where you’re
using the merge field. Most merge fields for email templates correspond directly with email template
fields.
Important:
• If two or more custom objects have matching names or labels, only one of the objects
appears when you select from available merge fields. Make sure that all custom objects
have unique names and labels so that you can select merge fields from any of the objects.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions,
except Personal
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
List email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates are not available
in Salesforce Classic:
Personal Edition
Visualforce email templates
can’t be used in Lightning
Experience
Guidelines for Using Merge Fields
Tip: In Lightning Experience, modals that display merge fields provide a list of fields to use
with that record. If there’s a merge field you want to use that’s not listed in the modal, type
it as plain text.
General
• Don’t use a hyperlink formula field in the subject of an email template or in the body of a text email template.
• In email templates, you can add substitute text to any merge field. Substitute text appears in a sent email if the merge record
does not contain data for that field. To add substitute text, place a comma after the field name and enter the text before the
closing bracket, for example: Dear {!Contact.FirstName, Valued Customer}. When you save the template,
the merge field appears in the template as Dear {!BLANKVALUE(Contact.FirstName, "Valued Customer")}.
In this example, if there is no information in the First Name field of the contact record, the email you create with your
template begins with “Dear Valued Customer”.
• The {!Receiving_User.field_name} and {!Sending_User.field_name} merge fields work only for mass
email and list email and are unavailable in Visualforce email templates.
• User fields are also known as Sending User fields for administrators and users with the “Manage Users” permission. Use
them in email templates when referencing the person sending the email.
• Administrators and users with the “Manage Users” permission can use Receiving User merge fields for email templates to reference
the recipient of the email.
• The Created Date and Last Modified Date fields display only the date, not the date and time.
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Considerations for Using Merge Fields in Email Templates
• If your template contains a merge field for which there is no data in a particular record, that field does not appear in the email
you send. To find blank fields, modify your recipient list view to search for the merge fields you are using in your template, and
enter the criterion “<field> equals,” leaving the third field blank. Edit those records that have blank fields before you send your
emails.
• Merge fields have no value if they are defined for an object which doesn't match the recipient and related to record.
Accounts
When account merge fields are included in an email template and this template is selected after a contact is added to the email To
field, the account merge fields are populated from the contact's account, not the case's account.
Campaigns
• Campaign and campaign member merge fields can be used in email templates, but not mail merge templates.
• Campaign member merge fields cannot be used with other types of merge fields in the same email template. For example, if
you create an email template using a campaign member merge field and you want to include the title of the recipient, use
{!CampaignMember.Title} instead of {!Lead.Title} or {!Contact.Title}.
Cases
If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support agents can use to
respond to case emails. These templates can include merge fields that display information from the original email in the response.
Connection Finder
Custom email templates must contain the survey URL. {!Contact.PartnerSurveyURL} is available as a contact merge
field when creating templates.
Contacts
• You can use custom Contact or Lead fields for merging, but only for documents generated from that field’s object. For example,
a custom Lead field can only be used for templates for leads.
Opportunities
Merge fields for products on opportunities are only available to organizations that have enabled products and can only be used in
mail merge templates, but not email templates.
Orders
Merge fields for products on orders in email templates aren’t supported.
Workflow
To use merge fields from user records in email templates, select from the following merge field types:
• User Fields—Use these merge fields to represent the sending user. Merge fields named {!User.field_name} return
values from the user record of the person who created or updated the record that triggered the workflow rule.
• Workflow Target User Fields—Use these merge fields only in email templates for workflow rules on the User object. Merge fields
named {!Target_User.field_name} return values from the user record that was created or updated to trigger the
workflow rule.
• Approval Process merge fields can be used in email templates, but not mail merge templates.
This release contains a beta version of workflow on the User object that is production quality but has known limitations. To provide
feedback and suggestions, go to IdeaExchange.
Merge Fields in Lightning Experience Email Templates
In Lightning Experience email templates, merge fields defined for an object which doesn't match the recipient and related to record
don’t have any value.
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Merge Fields for Cases
If your Lightning Experience email template uses a merge field for which there is no data in a particular record, that field doesn’t appear
in the sent email.
The following types of merge fields are not supported in Lightning Experience email templates:
• {!Receiving_User.field_name}
• {!Sending_User.field_name}
• {!BLANKVALUE(Contact.FirstName, "Valued Customer")}
• {!Contact.FirstName, Valued Customer}
SEE ALSO:
Generate Emails From Records
Mail Merge
Merge Fields for Approvals
Merge Fields for Communities
Customize Email Sent from Communities
Merge Fields for Cases
The list of available email template merge fields depends on the type of data that you’re working
with. Most of the merge fields for cases correspond directly with a case field.
Tip: To reference the contact or account associated with a case, use the relevant contact or
account merge fields.
In Lightning Experience, you can insert merge fields as plain text in the email publisher. Keep in
mind that merge fields resolve only on preview and send.
This table explains the more advanced merge fields that represent values derived from processing
a case record.
Field
Merge Field
Description
Works in
Lightning
Experience
Articles as Case.Articles_as_PDFs Articles associated with the case
converted to PDF attachments.
PDFs
No
In the Emails related list on the
case detail page, users can click
Send an Email and choose a
template containing this merge
field. The attachments can be
previewed or deleted before the
email is sent.
Email
Thread
Case.Email_Thread A thread of all emails where the
case contact is a sender or
recipient (To, CC, or BCC). The
emails are listed in reverse
chronological order so the most
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Yes1
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
The available merge fields
vary according to which
Salesforce edition you have.
Sales Productivity
Field
Merge Fields for Cases
Merge Field
Description
Works in
Lightning
Experience
recent emails appear at the top of the thread.
The thread inserts the text version of the
emails. You can’t use this merge field in
Visualforce pages.
The limits for the email thread are:
• Maximum number of emails: 200
• Email body truncation size: 32 KB
The description of the most recent comment
to be created on a case.
No
Last Case
Comment
Case.Last_Case_Comment
Solution
Attachments
Case.Solution_Attachments Attachments for the case solution.
No
Solution
Description
Case.Solution_Description The details of the solution associated with the
Yes
case. If more than one solution is associated
with the case, the description of each solution
appears in a list.
The title of the solution associated with the
case. If more than one solution is associated
with the case, the title of each solution appears
in a list.
Yes
Solution Subject Case.Solution_Subject_and_ The title and details of the solution associated
with the case. If more than one solution is
and Description Description
Yes
Solution Subject Case.Solution_Subject
associated with the case, the title and
description of each solution appears in a list.
Suggested
Solutions
Case.Suggested_Solutions Links to the subject and description of each
No
suggested solution that may help customers
solve their issues.
Note: Sending mass emails using
templates with the suggested solutions
merge field can take several minutes
and isn’t recommended.
Case Thread Id
Case.Thread_Id
A unique identifier for the case email thread
in Email-to-Case. The thread ID is the unique
ID of each case email, such as
[ref:_DV0Txx._500V0U9YB:ref]. By default, the
thread ID is added to both the subject and
body of case emails. The default location for
the thread ID is at the end of the body. Use
this merge field to position it elsewhere in the
body.
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Notes on Merge Fields for Cases
Email Thread
1
This merge field works in Lightning Experience when inserted as plain text. However, it doesn’t work in email templates.
Merge fields for entitlements on cases
Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name
{!Case.Entitlement} merge field to an email template, the field is not populated on the template.
Merge fields for Email-to-Case or On-Demand Email-to-Case
If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support agents can use to
respond to case emails. These templates can include merge fields that display information from the original email in the response.
See Email Templates in Salesforce Classic on page 269.
Merge fields for Web-to-Case
To reference the name, email, phone, or company of the customer who submitted an online case with Web-to-Case, use the relevant
{!Case_OnlineCustomer...} field.
SEE ALSO:
Considerations for Using Merge Fields in Email Templates
Merge Field Tips
Email Templates in Lightning Experience
Automate with merge fields. Use a template if you want to: either choose from the samples we
offer or create your own. Templates are shared automatically with your organization.
Create a Template in Lightning Experience
Create email templates to save time and standardize email sent by you or others in your
organization. Use merge fields if you need them. Your page layout and field-level security
settings determine which fields are available for merging. Templates you create are automatically
public: they’re available for use by others in your organization.
EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Use Your Classic Email Templates in Lightning Experience
Leverage all the work and planning that went into your Salesforce Classic email templates by
using the same templates in Lightning Experience. You can use your Text, Custom HTML, and Letterhead email templates in Lightning
Experience.
Considerations for Using Your Classic Email Templates in Lightning Experience
When using Classic email templates in Lightning Experience, keep these considerations in mind.
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Create a Template in Lightning Experience
Create email templates to save time and standardize email sent by you or others in your organization.
Use merge fields if you need them. Your page layout and field-level security settings determine
which fields are available for merging. Templates you create are automatically public: they’re
available for use by others in your organization.
Templates created from one object are available for that object only. For example, a template
created for leads isn’t available for use from an opportunity record.
Tip: Found a great template that needs updates or modifications? Select that template, then
edit and save. If you want to keep the original, save your changed version as a new template.
EDITIONS
Available in: Salesforce
Lightning Experience
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
1. Open a record, such as an opportunity or account, that offers email.
USER PERMISSIONS
2. Click the Activity tab, then click the Email tab.
3. Compose the email to use as your template. Templates can include all the features of other
email: rich text, merge fields, and attachments. If you need to navigate the record or other
Salesforce pages as you work, pop out the composer window.
4. Click the Templates icon and then save the template as new.
To create email templates:
• Send Email
To attach files to email or
templates:
• Access to the file you’re
attaching
To delete email templates:
• Modify All Data or
template ownership
To update email templates:
• Modify All Data or
template ownership
Use Your Classic Email Templates in Lightning Experience
Leverage all the work and planning that went into your Salesforce Classic email templates by using
the same templates in Lightning Experience. You can use your Text, Custom HTML, and Letterhead
email templates in Lightning Experience.
Note: You can’t use Visualforce email templates in Lightning Experience, but you can continue
using them in Salesforce Classic.
When you insert an email template, change the filter to Classic Templates.
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EDITIONS
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Considerations for Using Your Classic Email Templates in Lightning Experience
When using Classic email templates in Lightning Experience, keep these considerations in mind.
• The Lightning Email action layout must include the TemplateId field to display Classic
email templates. The field is added by default to all Lightning Email action layouts.
EDITIONS
Available in: All Editions
• Attachments are read only, and you can’t add or remove an email attachment. You can download
an attachment to verify the content.
• To change the attachments that are part of a Salesforce Classic email template, switch to Salesforce Classic. In Setup, under Email >
Email Templates, edit the template. Changes are reflected in the sent email, even if the changes aren’t seen in the email composer.
• You can't forward an attachment in emails sent or received in Salesforce Classic or Classic email templates sent from Lightning email
actions.
• Externally linked CSS files are not supported. Although the CSS resource is displayed in the preview section in a Classic email template,
most email clients don’t support externally linked CSS files.
Merge Fields
• Merge fields in the email template are resolved when the template is inserted, based on the values in the Recipient and Related To
fields. If you change the Recipient and Related To values after you insert the template, the email content doesn’t update. You don’t
need to preview the template to see how it looks after the fields have merged.
• You can’t add, edit, or remove merge fields using the merge field modal. However, you can add merge fields manually.
• Unresolved merge fields are removed when the template is inserted.
Text Email Templates
• You can edit both the subject and the body.
Custom HTML Email Templates
• You can’t edit the subject or body. This is also the case in Salesforce Classic.
• You can’t pop out the email composer. The email must remain in docked mode.
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Letterhead Email Templates
The behavior is the same as it is in Salesforce Classic.
• You can edit the subject.
• You can’t edit the header and footer.
• Locked template sections remain locked and can’t be edited.
Email Templates in Salesforce Classic
Email templates allow you to send email to contacts, leads, and others using predefined templates.
In Salesforce Classic, you can create four different types of email templates: text, HTML with
letterhead, custom, and Visualforce. All of these email templates can include text, merge fields, and
attached files. You can also include images on your HTML and Visualforce templates. You can use
email templates when you send an email from the Activity History or HTML Email Status related list
of a record. Text and HTML templates can also be used when you send mass email. A button to
check the spelling of your template is available for text templates and Visualforce templates without
HTML tags.
• Text - All users can create or change text email templates. See Create Text Email Templates in
Salesforce Classic on page 273.
• HTML with letterhead - Administrators and users with the “Edit HTML Templates” permission
can create HTML email templates based on a letterhead. Letterheads define the look and feel
of your HTML email templates. Your HTML email templates can inherit the logo, color, and text
settings from a letterhead. See Create Letterhead Email Templates in Salesforce Classic on page
276.
• Custom HTML - Administrators and users with the “Edit HTML Templates” permission can
create custom HTML email templates without using a letterhead. You must either know HTML
or obtain the HTML code to insert in your email template. See Create Custom HTML Email
Templates on page 259.
• Visualforce - Administrators and developers can create templates using Visualforce. Visualforce
email templates allow for advanced merging with a recipient's data, where the content of a
template can contain information from multiple records. See Create Visualforce Email Templates
in Salesforce Classic.
Note: You can’t send a mass email using a Visualforce email template.
To access your email templates, do one of the following:
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates not available in:
Personal Edition
USER PERMISSIONS
To create or change HTML
email templates:
• Edit HTML Templates
To create or change
Visualforce email templates:
• Customize Application
To create or change public
email template folders:
• Manage Public
Templates
• If you have permission to edit public templates, from Setup, enter Email Templates in
the Quick Find box, then select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter Templates in the Quick Find box,
then select Email Templates or My Templates—whichever one appears.
• Click the name of any email template to go to the View Email Templates in Salesforce Classic page.
• To edit or delete a template, click Edit or Del next to the template name in the list.
• Click New Template to create any type of email template.
Note: Email templates used in the following features must be both public and active:
• Web-to-Lead
• Web-to-Case
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• Email-to-Case or On-Demand Email-to-Case
• Assignment rules
• Escalation rules
• Auto-response rules
View Email Templates in Salesforce Classic
Clone Email Templates in Salesforce Classic
Create Text Email Templates in Salesforce Classic
You can create plain-text email templates to send to recipients who can’t read HTML email.
Letterhead Email Templates in Salesforce Classic
A letterhead defines the logo, page color, and text settings for your HTML email templates. Use letterheads to ensure a consistent
look and feel in your company’s emails.
Visualforce Email Templates in Salesforce Classic
With Visualforce email templates, users can send targeted and personalized emails. Template creators can harness the powerful
Visualforce programming language to create templated email content.
View Email Templates in Salesforce Classic
To view a template, click the template name in the list. The options vary depending on the template
type (custom, HTML, Visualforce, or text):
EDITIONS
• For text templates, click Edit to change the message content, subject, or merge fields.
Available in: Salesforce
Classic
• For custom and HTML templates:
– Change the content or merge fields of the HTML version by clicking Edit HTML Version.
Note: All custom and HTML email templates include a text-only version for recipients
who can’t view HTML emails. If you leave the text-only version blank, the text-only
version is generated automatically when you edit the HTML version.
– Change the content or merge fields of the text-only version by clicking Edit Text Version.
Warning: We recommend that you leave the text-only version blank. If you leave
it blank, Salesforce automatically creates the text-only content based on the current
HTML version. If you enter content manually, subsequent edits to the HTML version
aren't reflected in the text-only version. When left blank, the text-only content is
automatically created when sending an email via the UI. If you use that same template
to send email via the API or APEX, you must provide the text-only content. Remember
to update text-only content when you change the HTML content.
• For Visualforce templates:
– Change the markup of the template page by clicking Edit Template.
– The Visualforce Attachments related list indicates which attachments are being generated
through Visualforce markup.
270
Available in: All Editions
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates not available in:
Personal Edition
USER PERMISSIONS
To create or change HTML
email templates:
• Edit HTML Templates
To create or change
Visualforce email templates:
• Customize Application
To create or change public
email template folders:
• Manage Public
Templates
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Email Templates in Salesforce Classic
– If the Visualforce markup references components in installed managed packages, the Version Settings related list shows the
package versions of the installed packages containing the components. Some kinds of components in installed managed
packages can include another class, a trigger, or a custom object.
– If the email template includes encrypted data, remember that the data is displayed as encrypted within the generated email
and in the Visualforce template page. For security reasons, it isn’t displayed in plain text.
• View a sample of the template populated with data from records you choose and send a test email by clicking Send Test and Verify
Merge Fields.
• Click Attach File from the Attachments related list. The attached file is included in every email based on the template.
To select a file:
– To search for files in the Documents tab, click the Search in Documents link. If you select an image logo or other graphics file,
mark the document Externally Available on the Documents tab.
– Alternatively, select a file from your computer or from a document folder by choosing an option from the File Location drop-down
list.
• If you have the “Manage Public Templates” permission, you can click [Change] next to the Author field to select a different author.
By default, the author is the person who created the email template.
• Remove the template by clicking Delete.
• Clone a template by clicking Clone. For more information, see Clone Email Templates in Salesforce Classic on page 272.
• If “Developer Mode” is enabled, see what components the template references by clicking Show Dependencies.
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Clone Email Templates in Salesforce Classic
Cloning an email template involves saving an existing email template with a new name.
EDITIONS
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
Available in: Salesforce
Classic
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
Available in: All Editions
2. Click the name of an email template in the list.
3. Click Clone.
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates not available in:
Personal Edition
6. Enter a name in Email Template Name.
7. Enter a Description for the template. Both template name and the description are for
your internal use only.
8. Click Save.
USER PERMISSIONS
To create or change HTML
email templates:
• Edit HTML Templates
To create or change
Visualforce email templates:
• Customize Application
SEE ALSO:
Personalize Your Salesforce Experience
To create or change public
email template folders:
• Manage Public
Templates
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Create Text Email Templates in Salesforce Classic
You can create plain-text email templates to send to recipients who can’t read HTML email.
EDITIONS
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
Available in: Salesforce
Classic
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
Available in: All Editions
2. Click New Template.
3. Choose the Text template type, and click Next.
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates not available in:
Personal Edition
6. Enter a name in Email Template Name.
7. If necessary, change the Template Unique Name. This unique name refers to the
component when you use the Lightning Platform API. In managed packages, this unique name
prevents naming conflicts in package installations. This name can contain only underscores
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
include spaces, not end with an underscore, and not contain two consecutive underscores.
With the Template Unique Name field, you can change certain components’ names in
a managed package and the changes are reflected in a subscriber’s organization.
USER PERMISSIONS
To create or change public
email template folders:
• Manage Public
Templates
8. If desired, choose a different character set from the Encoding drop-down list.
9. Enter a Description for the template. Both template name and the description are for your internal use only.
10. Enter a Subject for the message.
11. Enter the text of the message.
12. If desired, enter merge fields in the template subject and text body. When you send an email, these fields are replaced with information
from your records.
13. Click Save.
Tip: View a sample of the template populated with data from records you choose and send a test email by clicking Send Test
and Verify Merge Fields.
Attach Files to Templates
To add an attachment to a template:
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates in the Quick Find box, then
select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter Templates in the Quick Find
box, then select Email Templates or My Templates—whichever one appears.
2. Select a template.
3. Click Attach File from the email template detail page.
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4. Choose a folder and click the document name, or search for a document by clicking Search in Documents and entering the file
name.
Alternatively, click My Computer to attach a file from your computer.
The attached file is included in every email that uses the template. Attachments in mass emails are sent as links rather than as files (see
Send Mass Email in Salesforce Classic on page 254).
Note: Text email templates can be used, but not created, in Lightning Experience.
SEE ALSO:
Email Templates in Salesforce Classic
Create Letterhead Email Templates in Salesforce Classic
Create Visualforce Email Templates in Salesforce Classic
Letterhead Email Templates in Salesforce Classic
A letterhead defines the logo, page color, and text settings for your HTML email templates. Use
letterheads to ensure a consistent look and feel in your company’s emails.
EDITIONS
To use letterheads, from Setup, enter Letterheads in the Quick Find box, then select
Letterheads.
Available in: Salesforce
Classic
From the Letterheads list page:
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• To view a letterhead, select the name from the list.
• To edit a letterhead, click the name from the list and choose one of the edit options: Edit
Properties or Edit Letterhead.
• To delete a letterhead, click Del next to the name. You cannot delete a letterhead that is used
in any HTML email templates.
Note: Letterhead email templates can be used, but not created, in Lightning Experience.
Create Letterheads for Email Templates
Create letterheads as the basis for a consistent look for your HTML email templates. Make
letterheads available organization-wide so other users can leverage them in their email templates.
USER PERMISSIONS
To create or change
letterheads:
• Manage Letterheads
Create Letterhead Email Templates in Salesforce Classic
You can create HTML-based email templates using letterhead. You can’t change the layout in an existing template, but you can
update the letterhead associated with the template. To create a letterhead email template, you must have at least one active
letterhead.
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Create Letterheads for Email Templates
Create letterheads as the basis for a consistent look for your HTML email templates. Make letterheads
available organization-wide so other users can leverage them in their email templates.
EDITIONS
A letterhead consists of properties and details. The properties are only visible inside your organization;
they help users identify a letterhead. The details are applied to an email when using that letterhead.
Use the letterhead wizard to create both the properties and details of your letterhead.
Available in: Salesforce
Classic
1. From Setup, enter Letterheads in the Quick Find box, then select Letterheads.
Available in: All Editions,
except Personal
2. Click New Letterhead.
• To view a letterhead, select the name from the list.
USER PERMISSIONS
• To edit a letterhead, click the name from the list and choose one of the edit options: Edit
Properties or Edit Letterhead.
To create or change
letterheads:
• Manage Letterheads
• To delete a letterhead, click Del next to the name. You cannot delete a letterhead that is
used in any HTML email templates.
Set Letterhead Properties
1. Check Available For Use if you would like users to be able to use the new letterhead immediately.
2. Enter a Letterhead Label. The label is used to refer to the letterhead on user interface pages.
3. If necessary, change the Letterhead Unique Name. This is a unique name used to refer to the component when using the
Lightning Platform API. In managed packages, this unique name prevents naming conflicts on package installations. A developer
can change certain components’ names in a managed package and the changes are reflected in a subscriber’s organization. This
name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
include spaces, not end with an underscore, and not contain two consecutive underscores.
4. Enter a description for this letterhead. The name and description fields are for internal use only, to describe the letterhead to other
users.
5. Click Save. The letterhead detail page appears.
Set Letterhead Details
1. Set the attributes for the letterhead.
• Click Edit Background Color, and enter a color for the background of your letterhead. Click the color picker button to choose
a color.
• Click Edit Header Properties, and select the color, alignment, and height for the top section of the letterhead.
• Click Select Logo to include an image of your company logo in the top or bottom section of the letterhead.
Note: You must upload the logo image to the Documents tab before you can add it to the letterhead. Make sure the
document is marked as an Externally Available Image so it is visible to non-Salesforce users when it is
received in an email. For more information, see “Upload and Replace Items on the Documents Tab” in the Salesforce Help.
To select an image, choose a folder, and click the document name to attach the document. Alternatively, click Search in
Documents, and enter the file name to search for documents by name.
• Click Remove Logo to delete the image from the letterhead.
• Click Edit Top Line, and enter a color and height for a horizontal line below the header. Click the color picker button to choose
a color.
• Click Edit Body Colors, and enter the background color for the main body of your letterhead.
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• Click Edit Middle Line, and enter a color and height for the middle border in your letterhead. Click the color picker button to
choose a color.
• Click Edit Footer Properties, and select a color, alignment, and height for the bottom section of the letterhead.
• Click Edit Bottom Line, and select a color and height of a bottom horizontal line. Click the color picker button to choose a color.
2. Optionally, click Preview to display the letterhead in a separate browser window.
3. Click Save.
To create an HTML email template that contains the settings in your letterhead, see Create Letterhead Email Templates in Salesforce
Classic on page 276.
Note: Letterhead email templates can be used, but not created, in Lightning Experience.
SEE ALSO:
Email Templates in Salesforce Classic
Create Custom HTML Email Templates
Create Letterhead Email Templates in Salesforce Classic
You can create HTML-based email templates using letterhead. You can’t change the layout in an
existing template, but you can update the letterhead associated with the template. To create a
letterhead email template, you must have at least one active letterhead.
To create a letterhead email template:
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
2. Click New Template.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions,
except Personal
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
HTML and Visualforce email
templates not available in:
Personal Edition
3. Choose HTML (using Letterhead) and click Next.
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
6. Enter an Email Template Name.
USER PERMISSIONS
7. If necessary, change the Template Unique Name. This unique name refers to the
component when you use the Lightning Platform API. In managed packages, this unique name
prevents naming conflicts in package installations. This name can contain only underscores
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
include spaces, not end with an underscore, and not contain two consecutive underscores.
With the Template Unique Name field, you can change certain components’ names in
a managed package and the changes are reflected in a subscriber’s organization.
To create or change HTML
email templates:
• Edit HTML Templates
8. Select a Letterhead. The letterhead determines the logo, page color, and text settings of
your email.
276
To create or change public
email template folders:
• Manage Public
Templates
Sales Productivity
Email Templates in Salesforce Classic
9. Select the Email Layout. The email layout determines the columns and page layout of the message text. To see samples, click
View Email Layout Options.
Tip: In an existing template, you can’t change this field. To use a different email layout after you’ve created a template, create
another template.
10. If desired, choose a different character set from the Encoding drop-down list.
11. Enter a Description of the template. Both template name and description are for your internal use only. The description is
used as the title of any email activities you log when sending mass email.
12. Click Next.
13. Enter a subject for the email you send. This can be edited later, when using the template.
14. Enter the text of the message by clicking any section and entering text. To prevent anyone using the template from editing a section,
click the padlock icon.
15. Change the style of your text by selecting the text and using the format toolbar.
16. If desired, enter merge fields in the template subject and body. When you send an email, these fields are replaced with information
from your lead, contact, account, opportunity, case, or solution.
17. Click Next.
18. If desired, enter the text-only version of your email or click Copy text from HTML version to automatically paste the text from your
HTML version without the HTML tags. The text-only version is available to recipients who can’t view HTML emails.
Warning: We recommend that you leave the text-only version blank. If you leave it blank, Salesforce automatically creates
the text-only content based on the current HTML version. If you enter content manually, subsequent edits to the HTML version
aren't reflected in the text-only version. When left blank, the text-only content is automatically created when sending an email
via the UI. If you use that same template to send email via the API or APEX, you must provide the text-only content. Remember
to update text-only content when you change the HTML content.
19. Click Save.
Tip: View a sample of the template populated with data from records you choose and send a test email by clicking Send Test
and Verify Merge Fields.
Note: HTML email templates can be used, but not created, in Lightning Experience.
SEE ALSO:
Create Custom HTML Email Templates
Create Visualforce Email Templates in Salesforce Classic
Add Images to Email Templates in Salesforce Classic
Create Letterheads for Email Templates
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Visualforce Email Templates in Salesforce Classic
With Visualforce email templates, users can send targeted and personalized emails. Template
creators can harness the powerful Visualforce programming language to create templated email
content.
Key capabilities of Visualforce email templates include:
• Dynamic content based on Salesforce data such as recipient location or type
• Multilingual support
• Access to Salesforce data in addition to primary recipient or related record information
• Dynamic attachments (like csv files, pdf files, and iCal invites) based on Salesforce data
Create Visualforce Email Templates in Salesforce Classic
Use the Visualforce programming language to create targeted and personalized email content.
Merge Fields for Visualforce Email Templates in Salesforce Classic
Manage Version Settings for Visualforce Email Templates in Salesforce Classic
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To create or change
Visualforce email templates:
• Customize Application
To create or change public
email template folders:
• Manage Public
Templates
Create Visualforce Email Templates in Salesforce Classic
Use the Visualforce programming language to create targeted and personalized email content.
EDITIONS
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
Available in: Salesforce
Classic
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
Available in: Group,
Enterprise, Performance,
Unlimited, Developer, and
Contact Manager Editions
2. Click New Template.
3. Choose Visualforce and click Next.
You can’t send a mass email using a Visualforce email template.
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
6. Enter a name in Email Template Name.
7. If necessary, change the Template Unique Name. This unique name refers to the
component when you use the Lightning Platform API. In managed packages, this unique name
prevents naming conflicts in package installations. This name can contain only underscores
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
include spaces, not end with an underscore, and not contain two consecutive underscores.
With the Template Unique Name field, you can change certain components’ names in
a managed package and the changes are reflected in a subscriber’s organization.
278
USER PERMISSIONS
To create or change
Visualforce email templates:
• Customize Application
To create or change public
email template folders:
• Manage Public
Templates
Sales Productivity
Email Templates in Salesforce Classic
8. If desired, choose a different character set from the Encoding drop-down list.
9. Enter a description for the template. Both template name and description are for your internal use only.
10. Enter a subject line for your template in Email Subject.
11. In the Recipient Type drop-down list, select the type of recipient to receive email created from the template.
12. If desired, in the Related To Type drop-down list, select the object from which the template retrieves merge field data.
13. Click Save.
14. On the View Email Templates in Salesforce Classic page, click Edit Template.
15. Enter markup text for your Visualforce email template.
Note: If you are including an image, we recommend uploading it to the Documents tab to reference the copy of the image
on our server. For example:
<apex:image id="Logo"
value="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=127057656800" />
16. To specify the version of Visualforce and the API used with this email template, click Version Settings. If you’ve installed managed
packages from the AppExchange, you can also specify which version of each managed package to use with this email template.
Generally, use the default value for all versions, to associate the email template with the most recent version of Visualforce, the API,
and each managed package. To maintain specific behavior, you can specify an older version of Visualforce and the API. To access
components or functionality that differ from the most recent package version, you can specify an older version of a managed package.
17. To view the details of the template, click Save. To continue editing your template, click Quick Save. Your Visualforce markup must
be valid before you can save your template.
Note: The maximum size of a Visualforce email template is 1 MB.
You can’t send a mass email using a Visualforce email template. The {!Receiving_User.field_name} and
{!Sending_User.field_name} merge fields work only for mass email and list email and are unavailable in Visualforce
email templates.
Tip:
• View a sample of the template populated with data from records you choose and send a test email by clicking Send Test and
Verify Merge Fields. If the email template includes encrypted data, remember that the data is displayed as encrypted within
the generated email and in the Visualforce template page. For security reasons, it isn’t displayed in plain text.
• To translate Visualforce email templates based on recipients’ or related objects’ languages, use the
<messaging:emailTemplate> tag's language attribute (valid values: Salesforce supported language keys, for
example, “en-US”). The language attribute accepts merge fields from the email template's recipientType and
relatedToType attributes. You create custom language fields for use in the merge fields. The Translation Workbench is
required to translate email templates.
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Note: Visualforce email templates can’t be used in Lightning Experience.
SEE ALSO:
Create Letterhead Email Templates in Salesforce Classic
Create Custom HTML Email Templates
Create Text Email Templates in Salesforce Classic
Developer's Guide: Visualforce Developer's Guide
Merge Fields for Visualforce Email Templates in Salesforce Classic
A merge field is a field you can put in an email template, mail merge template, custom link, or
formula to incorporate values from a record.
EDITIONS
Available in: Salesforce
Classic
Syntax and Formatting
Merge fields for Visualforce email templates use the same expression language as formulas:
Available in: Group,
Enterprise, Performance,
Unlimited, Developer, and
Contact Manager Editions
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
{!Object_Name.Field_Name}
For example, you can start your email template with Hello, {!Contact.FirstName}. When you send the template, each
recipient will see their first name in place of the merge field. If your recipient’s first name is John, he will see Hello, John! when
he opens the email.
Tips
• You can’t send a mass email using a Visualforce email template. {!Receiving_User.field_name} and
{!Sending_User.field_name} are used for mass email and aren’t available for Visualforce email templates.
• To translate Visualforce email templates based on recipients’ or related objects’ languages, use the
<messaging:emailTemplate> tag’s language attribute. Valid values are Salesforce-supported language keys, such as
“en-us” for English (US). The language attribute accepts merge fields from the email template’s recipientType and
relatedToType attributes. You create custom language fields for use in the merge fields. The Translation Workbench is required
to translate email templates.
SEE ALSO:
Create Visualforce Email Templates in Salesforce Classic
Generate Emails From Records
Developer's Guide: Visualforce Developer's Guide
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Manage Version Settings for Visualforce Email Templates in Salesforce Classic
To aid backwards-compatibility, each Visualforce email template is saved with version settings for
the specified version of Visualforce and the API. If the Visualforce email template references installed
managed packages, the version settings for each managed package referenced by the Visualforce
component are saved too. This ensures that as Visualforce, the API, and the components in managed
packages evolve in subsequent versions, a Visualforce email template is still bound to versions with
specific, known behavior.
A package version is a number that identifies the set of components uploaded in a package. The
version number has the format majorNumber.minorNumber.patchNumber (for example,
2.1.3). The major and minor numbers increase to a chosen value during every major release. The
patchNumber is generated and updated only for a patch release. Publishers can use package
versions to evolve the components in their managed packages gracefully by releasing subsequent
package versions without breaking existing customer integrations using the package.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Enterprise, Performance,
Unlimited, Developer, and
Contact Manager Editions
Mass email not available in:
Personal, Contact
Manager, and Group
Editions
To set the Salesforce API and Visualforce version for an existing Visualforce email template:
1. Do one of the following:
USER PERMISSIONS
• If you have permission to edit public templates, from Setup, enter Email Templates
in the Quick Find box, then select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
To set version settings for
Visualforce email templates:
• Customize Application
2. Click the Email Template Name for the Visualforce email template.
3. Click Edit Template and then click Version Settings.
4. Select the Version of the Salesforce API. This is also the version of Visualforce used with this template.
5. Click Save.
To configure the package version settings for a Visualforce email template:
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates in the Quick Find box, then
select Email Templates.
• If you don’t have permission to edit public templates, go to your personal settings. Enter Templates in the Quick Find
box, then select Email Templates or My Templates—whichever one appears.
2. Click the Email Template Name for the Visualforce email template.
3. Click Edit Template and then click Version Settings.
4. Select a Version for each managed package referenced by the Visualforce email template. This version of the managed package
continues to be used by the Visualforce email template if later versions of the managed package are installed, unless you manually
update the version setting. To add an installed managed package to the settings list, select a package from the list of available
packages. The list is only displayed if you have an installed managed package that is not already associated with the Visualforce
email template.
5. Click Save.
Note the following when working with package version settings:
• If you save a Visualforce email template that references a managed package without specifying a version of the managed package,
the Visualforce email template is associated with the latest installed version of the managed package by default.
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• You can’t Remove a Visualforce email template's version setting for a managed package if the package is referenced by the Visualforce
email template.
SEE ALSO:
Create Visualforce Email Templates in Salesforce Classic
Create Text Email Templates in Salesforce Classic
Create Letterhead Email Templates in Salesforce Classic
Create Custom HTML Email Templates
Lightning Dialer
Use Lightning Dialer to access telephony features without ever leaving Salesforce. Make and receive
calls, add call notes, and log call information with ease. It just takes a single click from phone number
fields in Lightning Experience, such as numbers on contacts, leads, and list views.
Guidelines for Making and Receiving Calls
Review guidelines for making and receiving calls, including basic calling features and tips on
how to get started.
Set Up Lightning Dialer
Dialer allows users to access telephony features directly in Salesforce.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
Guidelines for Making and Receiving Calls
Review guidelines for making and receiving calls, including basic calling features and tips on how
to get started.
Note: For now, we support outgoing calls to the United States and Canada only.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
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Sales Productivity
Guidelines for Making and Receiving Calls
The call appears in the utility bar at the bottom of your screen, so you can multitask while you’re on a call. You can access relevant records,
add call notes directly in the call panel, or create tasks, events, or other records related to the call.
Tip: Assign a Dialer number so the calls you make don’t appear to be coming from an unknown number.
Select Auto-log to have call details added to the activity timeline automatically. You can also add more details manually after a call has
ended.
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Guidelines for Making and Receiving Calls
Optionally, you can also receive calls with Dialer. Incoming calls show a list of related activities, so you have access to relevant information
before you’ve even answered the call.
If you don’t answer within 30 seconds or dismiss the call, the call ends. If you’re not on Lightning Experience when someone calls, the
person calling hears a message that you’re not available. If voicemail is enabled in your org, you can also receive and store up to 20
voicemail messages.
For information about setting up Lightning Dialer, see “Set Up Lightning Dialer” in the Salesforce Help.
Assign a Dialer Number
Assign a Dialer number from your personal settings so the calls you make and receive don’t appear to be coming from an unknown
number.
Assign a Forwarding Number for Dialer
Get your Dialer calls forwarded to your mobile phone or main business line so you never miss a call. You can easily assign a forwarding
number from your personal settings.
Lightning Dialer Best Practices
For the best calling experience, use a hardwired connection to your network with adequate bandwidth, use a wired headset, and
set up the proper environment on your machine.
SEE ALSO:
Set Up Lightning Dialer
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Guidelines for Making and Receiving Calls
Assign a Dialer Number
Assign a Dialer number from your personal settings so the calls you make and receive don’t appear
to be coming from an unknown number.
EDITIONS
1. From your personal settings, enter Dialer Settings in the Quick Find box, then
select Dialer Settings.
Available in: Lightning
Experience
2. Click Find Now.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
3. Select your country and enter an area code to display a list of available numbers.
Phone numbers are subject to availability, and numbers from all area codes may not be available.
4. Select a number.
Once you assign yourself a number, you can’t choose a new one or view available numbers.
Lightning Dialer is available
for an additional cost as an
add-on license.
5. Click Save.
USER PERMISSIONS
SEE ALSO:
To add the minutes related
to Dialer calls:
• Access Dialer Minutes
Guidelines for Making and Receiving Calls
Assign a Forwarding Number for Dialer
To make outbound Dialer
calls:
• Access Dialer Outbound
Calls
Lightning Dialer Best Practices
To receive inbound Dialer
calls:
• Access Dialer Inbound
Calls
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Guidelines for Making and Receiving Calls
Assign a Forwarding Number for Dialer
Get your Dialer calls forwarded to your mobile phone or main business line so you never miss a call.
You can easily assign a forwarding number from your personal settings.
EDITIONS
When enabled, you receive calls simultaneously in your browser and on your forwarding number.
Available in: Lightning
Experience
1. From your personal settings, enter Dialer Settings in the Quick Find box, then
select Dialer Settings.
2. Select Enable calls to my forwarding number.
3. Enter your forwarding phone number.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
4. Click Save.
SEE ALSO:
Guidelines for Making and Receiving Calls
USER PERMISSIONS
Assign a Dialer Number
To add the minutes related
to Dialer calls:
• Access Dialer Minutes
Lightning Dialer Best Practices
To make outbound Dialer
calls:
• Access Dialer Outbound
Calls
To receive inbound Dialer
calls:
• Access Dialer Inbound
Calls
Lightning Dialer Best Practices
For the best calling experience, use a hardwired connection to your network with adequate
bandwidth, use a wired headset, and set up the proper environment on your machine.
EDITIONS
Available in: Lightning
Experience
Use a Good Connection
A wireless connection can work, but a hardwired connection is strongly recommended.
Having a dedicated network for your Dialer calls is best. We recommend having at least 10 kbps
per Dialer session available, but having 500 kbps+ per Dialer session is optimal. Limiting the number
of applications you have running (especially screen-sharing applications) and your open browser
tabs also improves performance.
Note: Using a network that masks your location may cause charges to be different from
those displayed for your location.
Also make sure you’re using the most up-to-date Chrome, Firefox, or Edge browser.
286
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
Sales Productivity
Set Up Lightning Dialer
Make Calls with a Quality Headset
A wired USB headset works best. Wireless or mobile phone earbuds will work, but you may experience issues with call quality.
SEE ALSO:
Guidelines for Making and Receiving Calls
Assign a Dialer Number
Assign a Forwarding Number for Dialer
Set Up Lightning Dialer
Dialer allows users to access telephony features directly in Salesforce.
EDITIONS
To use Dialer in your org:
1. Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization.
2. Enable Lightning Dialer
Turn on Dialer from the Dialer Settings page in Lightning Experience.
3. Add Dialer to the Utility Bar
Use the App Manager to make Dialer available from the utility bar at the bottom of the page.
The utility bar gives your sales reps quick access to commonly used tools.
4. Assign the Dialer Permission Set to Users
Assign the Dialer licenses to users from Setup.
5. How Do I Manage Dialer Usage?
See your org’s Dialer usage from Setup.
SEE ALSO:
Guidelines for Making and Receiving Calls
287
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
Sales Productivity
Set Up Lightning Dialer
Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization.
Having a dedicated network for your Dialer calls is best. We recommend having at least 10 kbps
per Dialer session available, but having 500 kbps+ per Dialer session is optimal.
The supported browsers for Dialer include the most recent versions of Chrome, Firefox, and Edge.
To use the Voicemail Drop feature, password protection can’t be required by default for content
deliveries. From Setup, enter Content Deliveries in the Quick Find box, then select
Content Deliveries. Ensure that the Password protection is required setting is not selected.
Note: Dialer should not be assigned to users already using Open CTI.
To disable Open CTI for users, from Setup, enter Users in the Quick Find box, then
select Users. Then deselect the Call Center field for Dialer users.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
USER PERMISSIONS
The Dialer product currently includes the following limitations:
• Dialer features are available in Lightning Experience on the desktop only.
• Phone numbers in dashboards can’t be directly called with Dialer.
• Outgoing calls are supported to the U.S. and Canada only.
• Every license is allowed one dedicated number. To change it, an admin can release the number,
and the Dialer user can then reassign themselves another number. Admins can release and
replace, at most, a single number for each user each month.
• If your org has record types enabled for tasks, you need to assign the Log a Call quick action to
a specific record type in order to log calls.
• Phone numbers are subject to availability, and numbers from all area codes may not be available.
To enable Dialer features:
• Customize Application
To assign permission sets:
• Assign Permission Sets
To manage users:
• Manage Users
AND
Manage Profiles and
Permission Sets
• If your org is using the Lightning console split view, phone numbers can’t be directly called
unless users navigate to a record detail page. Additionally, the Add to Call List action isn’t
available from a split view.
Before beginning the implementation process, Salesforce must enable Dialer permissions and provision Dialer licenses for your organization.
Your Salesforce contact coordinates it with you, but you can check if your organization has available Dialer licenses. In Setup, enter
Company Information in the Quick Find box, then select Company Information, and check for Dialer Outbound User and
Dialer Inbound User under Permission Set Licenses.
For information about using Dialer in a sandbox environment, see Test Dialer Features in Sandbox.
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Set Up Lightning Dialer
Enable Lightning Dialer
Turn on Dialer from the Dialer Settings page in Lightning Experience.
1. From Setup, enter Dialer Settings in the Quick Find box, then select Dialer
Settings.
2. Enable Dialer.
Optionally, enable personal voicemail, prioritized call lists, and voicemail drop for your org as
well.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
USER PERMISSIONS
To enable Dialer features:
• Customize Application
Add Dialer to the Utility Bar
Use the App Manager to make Dialer available from the utility bar at the bottom of the page. The
utility bar gives your sales reps quick access to commonly used tools.
EDITIONS
1. From Setup, enter App Manager in the Quick Find box, then select App Manager.
Available in: Lightning
Experience
2. Edit an existing Lightning app or click New Lightning App. You can also upgrade a custom
Classic app to a Lightning app.
If available, the Lightning Sales app contains numerous options preconfigured for sales users.
3. On the Utility Bar tab, click Add and select Dialer.
4. On the Assign to User Profiles tab, make the app available to relevant user profiles.
5. Verify the other app details, including the app name, branding information, and available menu
items.
6. Save your changes.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
USER PERMISSIONS
To verify your changes, click the App Launcher and select the app that has Lightning Dialer enabled.
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To enable Dialer features:
• Customize Application
Sales Productivity
Set Up Lightning Dialer
Assign the Dialer Permission Set to Users
Assign the Dialer licenses to users from Setup.
EDITIONS
1. From Setup, enter Users in the Quick Find box, then select Users.
Available in: Lightning
Experience
2. Select a user.
3. In the Permission Set Assignments related list, click Edit Assignments.
4. Assign the Dialer Outbound and (if available) Dialer Inbound permission sets.
5. Click Save.
6. Repeat the process for other users you want to grant Dialer access to.
The number of permission sets you can assign is limited by the number of feature licenses
you’ve purchased.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
USER PERMISSIONS
To assign permission sets:
• Assign Permission Sets
How Do I Manage Dialer Usage?
See your org’s Dialer usage from Setup.
EDITIONS
From Setup, enter Usage Report in the Quick Find box, then select Usage Report.
The page displays your org’s total minutes used this month and last month. You can view usage
by date, and also sort and filter the usage data.
Release a Dialer Number
Release a number from the Number Management page in Setup.
Test Dialer Features in Sandbox
Test Dialer in a sandbox environment by re-enabling the feature in a full sandbox org. Calls
placed in a sandbox are test calls, and phone numbers aren’t actually dialed.
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
Lightning Dialer Troubleshooting Tips
Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome, Firefox, or Edge.
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Set Up Lightning Dialer
Release a Dialer Number
Release a number from the Number Management page in Setup.
EDITIONS
Once you release a number, it can’t be recovered. You can still access calling data, but you can’t
make calls with the number. Admins can release, at most, a single number for each user each month.
Reassigning a number to another user is not yet supported.
1. From Setup, enter Number Management in the Quick Find box, then select Number
Management.
2. Click
next to a number.
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
3. Click Release.
USER PERMISSIONS
To enable Dialer features:
• Customize Application
Test Dialer Features in Sandbox
Test Dialer in a sandbox environment by re-enabling the feature in a full sandbox org. Calls placed
in a sandbox are test calls, and phone numbers aren’t actually dialed.
EDITIONS
If you have an org with Dialer enabled, you can test some Dialer features in a sandbox environment.
You can place fake outbound calls in sandbox. Inbound calls are not supported.
Available in: Lightning
Experience
1. Create a full sandbox of your Dialer org.
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
2. Log in to your sandbox.
3. From Setup, enter Dialer Settings in the Quick Find box, then select Dialer
Settings.
4. Toggle the Dialer setting off, then back on again.
Lightning Dialer is available
for an additional cost as an
add-on license.
5. Finish setting up Dialer in your sandbox org.
If you haven’t finished setting up Dialer, this includes adding Dialer to the utility bar, creating
a Dialer permission set, and assigning the permission set to users.
Note: When selecting phone numbers in sandbox, each user can choose from the same
list of dummy numbers. An error may occur if multiple users are assigned to the same
phone number.
USER PERMISSIONS
To enable Dialer features:
• Customize Application
To view a sandbox:
• View Setup and
Configuration
To create, refresh, activate,
and delete a sandbox
• Manage Sandbox
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Set Up Lightning Dialer
Lightning Dialer Troubleshooting Tips
Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome,
Firefox, or Edge.
Problem
I can’t make a call.
Potential Solutions
• Make sure you have a network connection.
• Make sure you’ve granted your browser permission to access
your microphone.
• Check that Dialer is properly set up in your org. For more
information about initial set up, see “Dialer Prerequisites” in
the Salesforce Help.
The audio is dropping
in-and-out of my call.
Check the quality of your network connection. It’s best to use a
high speed or separate network for calling activity, or to prioritize
Dialer traffic on your network.
I’m getting one-way audio
(on either end).
• Make sure your microphone and speaker are attached and
enabled, and that your microphone isn’t muted.
• Check that you have opened the correct ports in your computer
and network firewalls.
The audio quality is poor on • Use a wired USB headset over wireless or mobile headphones.
my call.
• Try to reduce the noise in your area, and take calls in a quiet
location.
• Adjust the microphone and speaker volume settings.
• If you’re using a wireless connection, switch to a hardwired
connection with adequate bandwidth.
• Close extra applications and browser tabs to make sure your
computer has enough resources to make a quality call.
I’m having trouble using
Dialer after renewal
Update permission set assignments if you originally purchased
Dialer licenses before June 2017, and then renewed your contract.
Remove Dialer Minutes from the list of enabled permission sets for
Lightning Dialer users. Minutes are now handled at the org level,
so Dialer Minutes should not be included.
If you created custom permission sets for Dialer, update them so
they don’t reference Dialer Minutes as well. Dialer users need the
Dialer Outbound and (if available) Dialer Inbound permission sets
only.
292
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, Performance,
and Unlimited Editions
Lightning Dialer is available
for an additional cost as an
add-on license.
Sales Productivity
News
News
Get instant access to relevant, timely news about customers, partners, competitors, and industries
you work with. The News component includes articles from the past 30 days, and is available on
business accounts, contacts, leads, and the Home page. News is available from US news sources in
English.
Guidelines for Using News
Review guidelines for News, including which articles are shown, categories for news, and privacy
and security information.
EDITIONS
Available in: Lightning
Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited Editions
Enable News
Give your sales reps instant access to relevant, timely news about customers, partners, and
competitors. News appears on business accounts, contacts, leads, and the Home page. It’s likely that News is already enabled for
you, but you can turn it off if you want.
Guidelines for Using News
Review guidelines for News, including which articles are shown, categories for news, and privacy
and security information.
EDITIONS
Available in: Lightning
Experience
News Based on Wherever You Access It
When news is accessed
from
News items are based on
Accounts
The account, its executives, and its industry.
Contacts and leads
The record’s related account, and that account’s executives and
industry.
Home page and News app
Recently viewed records, and tasks and events for those records.
The Salesforce app
Same as on desktop, plus recently viewed records, and tasks and
events for those records.
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited Editions
Categories for News
Category
Includes news
Account News
Based on the record’s account.
Industry News
About the industry that’s listed on either the account or the record’s related account.
Executive News
About individuals who hold executive roles at either the account or the record’s related account.
The executives don’t need to be contacts within Salesforce for you to see news about them.
Trending at My Company
That your other users in Salesforce are reading.
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Guidelines for Using News
Category
Includes news
General Business News (Home
page only)
That’s not directly related to the record’s account, industry, or executives.
Share News on Chatter
If you come across an interesting news article, easily share it on Chatter. When you share an article from a record’s detail page, it’s posted
to that record’s Chatter feed. When you share an article from Home or the News app, it’s posted to your Chatter profile for all your
followers to see.
News Quality and Feedback
• To get the most relevant news, it’s important that account records are complete and accurate. Be sure to include a website. Also,
the value in the Account Name field should match the company name, so avoid incorrect spellings, special characters, and other
formatting.
• Salesforce processes all news to ensure it’s relevant and free from spam and inappropriate content. If you see inappropriate or
incorrect news items, flag them using the feedback options.
Privacy and Security
• When enabled, some of your organization’s data may be saved and/or processed by third-party services and other Salesforce
technologies, each that may offer different privacy and security protections than the Salesforce Services. When data (such as the
name or website of an account that’s being queried) is shared or transferred, we make efforts to exclude your name and your
organization's name. Salesforce is not responsible for the privacy and security of data that is shared with third parties when you use
this feature.
• For most accounts, Salesforce provides news from our own news processing platform, which collects news from RSS feeds. On
occasion, if a match isn’t found in our database, we may search a third-party provider for news specific to your account, using the
account name you’ve listed in Salesforce. In either event, Salesforce is not responsible for the content of news that is provided by
third parties. Queries performed by Salesforce are performed using secure protocols and are not linked to individual Salesforce users.
SEE ALSO:
News
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Enable News
Enable News
Give your sales reps instant access to relevant, timely news about customers, partners, and
competitors. News appears on business accounts, contacts, leads, and the Home page. It’s likely
that News is already enabled for you, but you can turn it off if you want.
News is available from US news sources in English.
1. Make sure you’ve allowed the network access needed for News to work.
2. From Setup, enter Account Settings in the Quick Find box, then select Account
Settings.
EDITIONS
Available in: Lightning
Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited Editions
3. Select Enable News.
4. Make sure the News component is on your page layouts.
USER PERMISSIONS
Important: For default account, contact, and lead pages, News appears in a separate
tab within the Tab component. However, for customized pages and all opportunity pages
created before Summer ’17, News appears as a separate component. To improve the
speed at which these pages load, we recommend you move News to a tab within the
Tab component.
To enable News:
• Customize Application
SEE ALSO:
Allow Network Access for News, Account Logos, and Automated Account Fields
News
Activities
Activities include events and tasks. With Salesforce, track meetings and tasks together in lists and
reports to easily prioritize your time and keep up with your accounts, campaigns, contacts, leads,
and opportunities.
Things to Know About Activities
Review additional considerations for activities.
EDITIONS
Available in the Salesforce
app, Salesforce Classic, and
Lightning Experience
Available in: All Editions
Tasks
Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily relate
every task to records for leads, contacts, campaigns, contracts, and other information that you need. Salesforce gives you different
tools to maximize productivity—quick ways to create and update tasks, prefiltered task lists, and task notification options.
Events and Calendars
Use Salesforce to track meetings with customers, prospects, and colleagues. Drill down from events to related records, feeds, files,
contracts, and more. You can also track events in reports.
Guidelines for Tracking Activities
Review guidelines for tracking tasks and events, including how activity access is determined, how record-activity relationships work,
and how the last activity date on a record is determined.
Activity Timeline
In Lightning Experience, records don’t show the Open Activities and Activity History related lists. Instead, track your activities in the
activity timeline, which is supported for accounts, contacts, contracts, leads, opportunities, and activity-enabled custom objects.
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Things to Know About Activities
Activities Reports
Run standard or custom reports that display details about your tasks or events and their related contacts, accounts, opportunities,
and other associated records.
View Archived Activities
Find and view the activities Salesforce has archived.
Activity Reminders in Salesforce Classic
Salesforce displays event and task reminders in a reminder window. When you’re using Salesforce Classic, the reminder window
opens whenever a reminder is triggered. When you log in to Salesforce Classic, a sound plays if you have reminders that have been
triggered since the last time you logged in. You can customize reminders in your personal settings.
Considerations for Enabling Shared Activities
If you enable shared activities, or if it’s enabled by default in your Salesforce org, you can’t disable it.
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account
When an activity is associated to a contact using the Related To field, the activity is also displayed under the contact’s primary account.
Before deciding whether to change this default rollup behavior, review some considerations, including how it affects activities,
person accounts, and opportunities.
Set Up Activities for Your Sales Reps
Optimize the way that your sales reps can manage events, calendars, and tasks.
SEE ALSO:
Events and Calendars
Tasks
Things to Know About Activities
Review additional considerations for activities.
EDITIONS
Considerations for Enabling Shared Activities
If you enable shared activities, or if it’s enabled by default in your Salesforce org, you can’t disable
it.
Available in: All Editions
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account
When an activity is associated to a contact using the Related To field, the activity is also displayed under the contact’s primary account.
Before deciding whether to change this default rollup behavior, review some considerations, including how it affects activities,
person accounts, and opportunities.
Guidelines for Tracking Activities
Review guidelines for tracking tasks and events, including how activity access is determined, how record-activity relationships work,
and how the last activity date on a record is determined.
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Things to Know About Activities
Considerations for Enabling Shared Activities
If you enable shared activities, or if it’s enabled by default in your Salesforce org, you can’t disable
it.
EDITIONS
• If a Visualforce page uses the standard controller to display Shared Activities events, use API
version 26.0 or later.
Available in Lightning
Experience and Salesforce
Classic
• You can't relate a task or event to additional contacts if it's already related to a lead.
• When more than one contact is related to an event, activity reports don’t show child events to
that event if they are assigned to users who aren’t below you in the role hierarchy.
• If you enable Shared Activities, then an activity is also related to each contact’s primary account.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
• If you enable Shared Activities, the last activity date on account records is based on the activities
that roll up to the account via the Related To field. However, if the Related To field
is blank, the activities are based on the primary contact’s account. The last activity date for contacts and leads is based on only the
activities where the contact or lead is the primary contact on the activity.
• If you enable Shared Activities, users must designate one contact as the primary contact on the activity. If you delete the primary
contact, the next contact on the activity’s related list becomes the new primary contact. Or you can manually edit the activity to
select a primary contact. Lists and reports display primary and secondary contacts differently.
• If you don’t enable Shared Activities, custom reports based on activity relationships:
– Show only invitees to an event but not the organizer.
– Don’t show events to which no one has been invited.
• If you don’t enable Shared Activities, custom report types that use activity custom lookup field relationships aren’t supported.
• If you don’t enable Shared Activities and a sales rep sends an email to multiple contacts, Salesforce creates a closed task for each
contact. As a result, Salesforce creates duplicate records instead of just one task corresponding to the email.
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account
When an activity is associated to a contact using the Related To field, the activity is also displayed
under the contact’s primary account. Before deciding whether to change this default rollup behavior,
review some considerations, including how it affects activities, person accounts, and opportunities.
• When you change the roll up setting, only new activities are affected. Existing activities are only
affected if they’re updated in a way that causes the roll up to be recalculated, such as when an
activity is closed.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
• The activity’s Related To field determines which account an activity will roll up to. The
activity doesn’t roll up to the primary account of the contact that’s specified in the Name field.
• Activities that roll up to an account via the Related To field determine the last activity date on the account. The Name field
on activities is always ignored when determining an account’s last activity date.
• In Salesforce Classic, changing the rollup behavior doesn’t affect person accounts. When an activity is related to a person account
via either the Related To field or the Name field, the activity will always appear on the person account record. That’s because
a person account is its own primary account.
• If you create an activity while converting a lead but don’t create an opportunity from the lead, the activity doesn’t roll up to the lead’s
primary account regardless of what’s specified by the activity rollup setting.
SEE ALSO:
Contacts to Multiple Accounts
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Things to Know About Activities
Guidelines for Tracking Activities
Review guidelines for tracking tasks and events, including how activity access is determined, how
record-activity relationships work, and how the last activity date on a record is determined.
EDITIONS
Record and Activity Relationships
Available in the Salesforce
app, Salesforce Classic, and
Lightning Experience
An activity’s Related To field helps determine an activity’s relationship to an account.
Available in: All Editions
Content of the Related To Field
Record That the Activity Rolls Up To
An account
That account
An opportunity
The account on that opportunity
A contract
The account on that contract
A custom object with master-detail relationship The account on that custom object record
with the account object
Something other than the above, including
empty
The contact’s primary account
If Shared Activities is enabled, then an activity is also related to each contact’s primary account.
Last Activity Date
• The last activity date for a record is either the due date of the most recently logged event against the record or the most recently
closed task associated with the record.
• The last activity date for an account record is based on all the activities that roll up to the account via the Related To field. For
an account, the last activity date can represent an activity that’s related to an opportunity. The last activity date for a contact or lead
is based on all the activities that are related to that contact or lead via the Name field.
• If Shared Activities is enabled, an account’s last activity date is still based on the activities that roll up to the account via the Related
To field. But if the Related To field is blank, the activities are based on the primary contact’s account. The last activity date for
contacts and leads is based on only the activities where the contact or lead is the primary contact on the activity.
Activity Access
Your access to other people’s events and tasks is based on your:
• Role—You have access to view and edit your own activities plus activities assigned to people below you in the role hierarchy.
• Sharing Model—When the activity sharing model is “Controlled By Parent,” people with “View All” permission for the type of object
on the related record can view the activity.
You can view an activity if:
• You’re assigned to the activity
• You’re above the user assigned to the activity in the role hierarchy
• You have at least read access to the record to which the activity is related
• You have the “View All Data” permission
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Tasks
• You have the “View All” object-level permission for at least one contact and the related opportunity, account or case, and Shared
Activities is enabled
• You have the “View All” object-level permission for the related opportunity or account, where the sharing model applied to the
record is “Controlled By Parent”, and Shared Activities isn’t enabled
You can edit or delete an activity if:
• You have the “Edit Tasks” and “Edit Events” permissions
AND
• You’re assigned to the activity
OR
• You’re above the user assigned to the activity in the role hierarchy
OR
• You have the “Modify All” object-level permission in the related record, where the record’s sharing model is “Controlled By Parent.”
(with Shared Activities enabled, you need the “Modify All” object-level permission for at least one contact and the related record)
OR
• You have the “Modify All Data” permission
Tasks
Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily relate
every task to records for leads, contacts, campaigns, contracts, and other information that you need.
Salesforce gives you different tools to maximize productivity—quick ways to create and update
tasks, prefiltered task lists, and task notification options.
Guidelines for Using Tasks
Review some guidelines for using tasks, including where to track tasks, how task assignment
works, and task limits.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: All Editions
Repeat a Task
Use repeating tasks to make a task recur a specified number of days after a trigger that you choose. The next task in the series is
created only when the current task is due or marked completed. Repeating tasks are a streamlined alternative to regularly recurring
tasks when you don’t have to get a task done on a specific day.
Disable Task Notifications in Salesforce Classic
Depending on your Salesforce settings, you may be able to control whether you receive a notification when someone creates or
assigns you a task.
Assign Tasks to Multiple People in Salesforce Classic
Assign up to 100 coworkers an independent copy of the same task. For example, you can create a task “Submit your expense reports”
with the appropriate due date and assign it to a team of account executives.
Task Fields
Task records have standard fields for tracking and recording task details.
Considerations for Closing and Reopening Tasks
Salesforce Classic differs from Lightning Experience and the Salesforce app in the way it handles validation rules on tasks.
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Considerations for Enabling User Control of Emails Notifications for Tasks
When the setting Enable user control over task assignment notifications is enabled in Activity Settings, users see the option
Email me when someone assigns me a task in their personal settings. Both the setting and the option are enabled by default.
Enabling and disabling the setting affects users in different ways. Before migrating a Salesforce org, avoid excessive email notifications
by disabling the setting. You can re-enable it after migration.
Set Up Tasks for Your Sales Reps
Optimize the way your sales reps manage their work. Options differ for Lightning Experience, Salesforce Classic, and the Salesforce
app.
SEE ALSO:
Activities
Events and Calendars
Guidelines for Using Tasks
Review some guidelines for using tasks, including where to track tasks, how task assignment works,
and task limits.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Use Tasks in Lightning Experience to Boost Sales Productivity
Where to Track Tasks
Available in: All Editions
• Home page—Shows your next 5 tasks due today.
• Kanban view—Cards show alerts when a task is overdue or when no open activities exist on
an opportunity.
• Records—In Salesforce Classic and the Salesforce app use related lists to view tasks. In Lightning Experience, use the activity timeline.
• Tasks tab—Shows task list views, including tasks due today, all your open tasks, overdue tasks, and tasks completed in the past seven
days.
• Activities reports—View tasks related to certain records and tasks assigned to people below you in the Salesforce role hierarchy.
• List views—Tasks are displayed in activities list views and calendar views.
• Chatter—Task updates appear in the feed for related records. Your Salesforce admin can specify whether you can use Chatter to
create tasks for different types of records. For example, some people can view but not create tasks in the feeds for accounts that
they have access to.
• Calendar
How Task Assignment Works
• Tasks can only have 1 owner at a time. If you reassign the task to someone else, it no longer appears in your task list, unless the
person is below you in the role hierarchy. In that case, you see the task in the Delegated view in your task list.
• By default, a task is assigned to the person who creates it. You can assign independent copies of a new task to multiple people.
• Anyone can reassign a task to a coworker. Managers in the role hierarchy can view tasks that they’ve assigned to people below them
in the role hierarchy. They can also use reports to view tasks of people below them in the role hierarchy, but not to edit them.
• There aren’t options to send an email when you assign a task or receive an email when you receive a task in Lightning Experience.
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General Guidelines
• If a task is created when you send an email, validation and workflow rules for that task aren’t triggered.
• Due dates are displayed in the time zone you’ve selected in your personal settings.
• If Shared Activities is enabled, you can relate a task to up to 50 contacts or one lead using the Name field.
• If Shared Activities is enabled, you can’t relate multiple contacts to a recurring task series or a task assigned to multiple users.
• If your organization has enabled Email-to-Case or On-Demand Email-to-Case, some tasks are associated with Email-to-Case or
On-Demand Email-to-Case emails. To view the associated email, click the link at the top of the task.
• Tasks that are emails received via Email to Salesforce or Salesforce for Outlook sometimes display a banner that links to the My
Unresolved Items page. Use this page to assign any unassociated emails to related Salesforce records.
• Salesforce can send an email notification when someone creates or assigns a task, depending on how your organization’s settings.
• Attachments are displayed on the task detail page only, not on the detail page for other records that the task is related to. If you
don’t see the Attachments related list on the task detail page, ask your Salesforce admin to add it to the task page layout.
• On cases, feeds don’t include email tasks or call logging tasks.
• In any list generated through the API and including one or more invitees, the Assigned To field contains the invitee instead of the
event owner.
• If Shared Activities isn’t enabled, custom reports based on activity relationships don’t include event organizers along with invitees.
Custom reports also don’t show events to which no one has been invited.
• The My Tasks view shows tasks that either have no due date or are overdue for fewer than 30 days. Anything overdue for more than
30 days is shown only in the Overdue filter.
Tasks overdue for more than 30 days obscure a user's focus from what they must accomplish next. Showing only tasks that are due
within a month also improves the load time of the My Tasks view.
• You can eliminate a contact or a record on a task without deleting the entire task. For example, suppose that a task is related to
Contact A and Contact B, and you want to relate it only to Contact A. Rather than deleting the task, remove Contact B from the
Name field.
Guidelines for Recurring Tasks
• The default record type is always applied to recurring tasks.
• The due date field is disabled in recurring tasks because tasks in the series have different due dates.
• Changes to a series of recurring tasks override changes to single tasks that are due in the future. (Changes to a series don’t affect
tasks due before the current date.) If you change the frequency or recurrence dates for a series, links to tasks due in the future break.
Triggers and workflows are also reset.
• You can’t change the status of a task series. You can only change the status of single tasks in a series.
• If you create a recurring task and you leave the reminder checkbox selected, you receive a reminder for each single task in the series.
• If you dismiss a reminder, you aren’t reminded about that task again.
• You can attach files to a series of recurring tasks. After you create a series, you can add or delete attachments to each single task in
the series.
• Your Chatter feed doesn’t display recurring tasks, either in series or singly, and you can’t follow recurring tasks in Chatter.
Guidelines for Task Reminders in Lightning Experience
Task reminders are supported only on the full task layout. This layout is visible when you create a task using the New Task button on the
Tasks page.
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Creating task reminders from quick actions, like the quick actions on the Activity Composer, is not supported. Remove the Reminder Set
field from quick action layouts, because it doesn’t let users create tasks with reminders.
Task Limits
There is a limit to how many recurring tasks you can create in a series, and the limit varies based on task frequency. The latest possible
end date depends on the maximum number of tasks. For example, a recurring task that repeats every month supports up to 60 tasks in
the series. In this case, the end date can be scheduled up to 5 years after the start date.
Frequency
Maximum Number of Tasks
Latest End Date (From the Start Date)
Daily
100
100 days
Weekday
100
20 weeks
Weekly
53
1 year
Monthly
60
5 years
Yearly
10
10 years
SEE ALSO:
Set Up Tasks for Your Sales Reps
Activity Reminders in Salesforce Classic
Personalize Your Salesforce Experience
Repeat a Task
Use repeating tasks to make a task recur a specified number of days after a trigger that you choose.
The next task in the series is created only when the current task is due or marked completed.
Repeating tasks are a streamlined alternative to regularly recurring tasks when you don’t have to
get a task done on a specific day.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: All Editions
USER PERMISSIONS
To create repeating tasks:
• Edit Tasks
1. View a new or existing task.
2. For Repeat This Task, select After due date or After date completed. If you don’t see the
repeating tasks option, ask your Salesforce administrator to add repeating tasks to a page layout.
Note: When tasks in a series are set to repeat after their due date, Salesforce doesn’t create recurrences that would have been
due in the past. Instead, Salesforce keeps adding the interval until a repeated task has a due date in the future. For example,
suppose that someone sets a task to repeat three days after it’s due but doesn’t complete the task until five days after it’s due.
Instead of creating a task that’s already overdue, Salesforce gives the new task a due date of tomorrow.
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3. For Recurrence Interval, enter the number of days after the task’s due date or completed date when you want the next
task to be due.
If Repeat This Task on an existing task is set to (Task closed), it indicates that the task was closed as part of a repeating series.
You can use this information to distinguish repeating tasks from other tasks for reporting purposes.
If you use Salesforce for Outlook to sync tasks, individual tasks in a repeating series are synced as they’re created.
Note: Task attachments aren’t included on repeated tasks. Instead, use Salesforce Files or include a URL that links to a shared
drive.
SEE ALSO:
Share Files via Link
Disable Task Notifications in Salesforce Classic
Depending on your Salesforce settings, you may be able to control whether you receive a notification
when someone creates or assigns you a task.
Note: The Salesforce app has separate settings for the task assignment notifications that
you receive via your mobile device. Lightning Experience doesn’t display an option to send
an email when you assign a task. It also doesn’t display a setting to receive an email when
someone assigns you a task. However, if you switch from Lightning Experience to Salesforce
Classic, one of these options can be available. It depends on how your admin has set up your
Salesforce org. If one of these options is available, you can receive emails for tasks that you
assign to yourself or created with a status of Completed.
1. From your personal settings, enter Activity Reminders in the Quick Find box,
then select Activity Reminders.
EDITIONS
Available in Salesforce
Classic
Available in: All Editions
USER PERMISSIONS
To create tasks
• Edit Tasks
2. Deselect Email me when someone assigns me a task.
Assign Tasks to Multiple People in Salesforce Classic
Assign up to 100 coworkers an independent copy of the same task. For example, you can create a
task “Submit your expense reports” with the appropriate due date and assign it to a team of account
executives.
1. On the New Task page, click the lookup icon (
) next to the Assigned To field.
2. In the lookup window, select the Multiple Users tab.
EDITIONS
Available in Salesforce
Classic
Available in: All Editions
3. Add up to 100 people (including members of groups) to Selected Members.
Tip: Personal groups are a convenient way to organize users into groups that are
meaningful to you. For details, see Creating and Editing Groups.
4. Click Done.
The New Task page displays your selections and the total number of tasks next to the
Assigned To field.
USER PERMISSIONS
To create tasks:
• Edit Tasks
5. Save the task.
You’ve now assigned copies of the task to the coworkers you selected. Coworkers can edit, reassign, or delete their individual tasks.
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Task Fields
Task records have standard fields for tracking and recording task details.
Field
Description
Activity Currency
Indicates the default currency for all currency
amount fields in the task. Amounts are displayed
in the task currency and are also converted to a
user’s personal currency. Available only in orgs
in which multiple currencies are used.
Assigned To
Indicates the assigned owner of a task. By
default, the task is assigned to the user who
created it. This field isn’t available in Personal
Edition.
Call Duration
Indicates the duration of a call in seconds. This
field is populated when a call is answered using
Salesforce CRM Call Center.
Call Object Identifier
Indicates the ID of a call logged in Salesforce
through Salesforce computer-telephony
integration (CTI) with a third-party telephony
system. This field is often populated with the ID
stored in the telephony system. Limit is 255
characters.
Call Result
Represents the result of a given call; for example,
“we’ll call back” or “call unsuccessful.” Limit is
255 characters. A Salesforce admin can
customize the selections in the picklist.
Call Type
Indicates the call type: inbound, internal, or
outbound. A Salesforce admin can customize
the selections in the picklist.
Comments
Contains a description of the task. The limit is
32 KB of data. If Spell Checker is enabled in your
org, a user can spell-check the contents.
Create Recurring Series of
Tasks
This checkbox lets a user set up a series of
recurring tasks. Enabling this option disables the
Due Date field, because each task
occurrence in a series has a different due date.
Created By
Indicates the user who created the task, along
with the task creation date and time. Read only.
Division
Indicates the division to which the task belongs.
This value is inherited from the related account,
lead, case, or custom object, if any. Otherwise,
the task belongs to the global division. Available
304
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: All Editions
Sales Productivity
Field
Tasks
Description
only in orgs in which divisions are used to segment data.
Due Date
Indicates the date when the task is due.
Email
Contains the email address of the contact or lead associated with
the task. This field is filled in with the value from the related contact
or lead record.
Last Modified By
Indicates the user who last changed the task, along with the task
modification date and time. This field is read only.
Name
Contains the name of the contact or lead related to the task. If
Shared Activities is enabled in your org, a user can relate up to 50
contacts to a non-recurring task. This field is visible only to users
who have the “Read” permission for contacts and leads. Relating
a contact to a task can affect the account to which Salesforce relates
the task. See the Related To field.
Phone
Contains the phone number of the contact or lead related to the
task. This field is filled in with the value from the related contact or
lead record.
Priority
Indicates the urgency of the task; for example, low, medium, or
high. A Salesforce admin can customize the selections in the picklist.
Public
Note: Before Summer ’13, this field was called Visible
in Self-Service.
By selecting this checkbox, a user can specify that the completed
task is visible in the Self-Service portal.
Note: Starting with Spring ’12, the Self-Service portal isn’t
available for new orgs. Existing orgs continue to have access
to the Self-Service portal.
If Communities is enabled in your org, this field specifies whether
a task is visible to external users in communities. If an external user
owns the task, that user sees the task in the community regardless
of whether it’s marked Public.
This field is not visible by default. A Salesforce admin can make it
visible.
Related To
Indicates the record that the task is related to, such as an account
or an opportunity. This field is available only when a user relates
the task to a contact, not to a lead. The record is visible only to
users with the “Read” permission for the type of record the task is
related to.
If a user relates the task to an object other than an account,
Salesforce determines the account on the task as follows.
305
Sales Productivity
Field
Tasks
Description
• Suppose that a user relates the task to an opportunity, a
contract, or a custom entity that belongs to an account.
Salesforce uses that object’s account as the account for the
task.
• Suppose that a user relates the task to some other object and
also to a contact. Salesforce uses the primary contact’s account
as the account for the task.
• If a user leaves the Related To field empty, Salesforce
doesn’t relate an account to the task.
Status
Indicates the status of a task; for example, “not started” or
“completed.” A Salesforce admin can customize the selections in
the picklist.
Subject
Contains the subject of the task.
Task Record Type
Contains the name of the field that determines which picklist values
are available for the record. Available in Professional, Enterprise,
Unlimited, Performance, and Developer Editions.
Type
Indicates the task type; for example, Email or Meeting. Limit for
values in the picklist is 40 characters.
Considerations for Closing and Reopening Tasks
Salesforce Classic differs from Lightning Experience and the Salesforce app in the way it handles
validation rules on tasks.
EDITIONS
• Lightning Experience—Suppose that you’ve created a validation rule for tasks; for example,
you require users to enter a comment before closing a task. If you’ve set up more than one
Closed status for tasks, users must choose a status when they reopen or close a task. If you’ve
set up more than one Open status for tasks and a user reopens a task, Lightning Experience
remembers the last Open status.
Available in Lightning
Experience, Salesforce
Classic, and all versions of
the Salesforce app
Available in: All Editions
• Salesforce Classic—Suppose that you’ve created a validation rule for closing a task; for example,
you require users to enter a comment. Before users can close a task, they must first open the
task detail page and edit the task. Likewise, if you’ve set up more than one Open status for tasks, users must edit the task to choose
a status when they reopen a task.
Considerations for Enabling User Control of Emails Notifications for Tasks
When the setting Enable user control over task assignment notifications is enabled in Activity
Settings, users see the option Email me when someone assigns me a task in their personal
settings. Both the setting and the option are enabled by default. Enabling and disabling the setting
affects users in different ways. Before migrating a Salesforce org, avoid excessive email notifications
by disabling the setting. You can re-enable it after migration.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: All Editions
306
Sales Productivity
Tasks
Table 7: Effects of Enabling and Disabling the Feature in Setup
User Type
Effects of Enabling the Feature
Effects of Disabling the Feature
Salesforce app users, including Communities In My Settings > Notifications, the
In My Settings > Notifications, the
users
Assigns you a task checkbox is displayed. Assigns you a task checkbox isn’t
displayed.
Lightning Experience users
In Lightning Experience, the Email me
when someone assigns me a task
checkbox isn’t displayed. However, users
who have turned on that option in
Salesforce Classic still receive email
notifications.
No user receives an email notification when
another user assigns a task.
Salesforce Classic users, including
Communities users
• On the Create Task page, the Send
• On the Create Task page, the Send
email notification and Make this the
email notification and Make this the
default setting checkboxes aren’t
default setting checkboxes are
displayed.
displayed, and email notifications are
sent according to whether the
• On the Activity Reminders page in the
checkboxes are selected.
user's personal settings, the Email me
when someone assigns me a task
• The Email me when someone assigns
checkbox is displayed, and it’s selected
me a task checkbox isn’t displayed.
by default.
Partner portal users
• On the Create Task page, the Send
email notification and Make this the
default setting checkboxes aren’t
displayed.
• Email notifications are sent whenever
someone assigns a task to a user
(partner portals have no settings page
for admins or users).
Users who are assigned tasks that are
generated by workflow task rules
• On the New Task page for workflow
tasks, the Notify Assignee checkbox
isn’t displayed.
On the Create Task page, the Send email
notification and Make this the default
setting checkboxes are displayed, and email
notifications are sent according to whether
the checkboxes are selected.
Email notifications are sent to task assignees
according to workflow task rules.
• If a Salesforce admin selected the
Notify Assignee checkbox before
Winter ’15, task assignees who deselect
the option don’t receive notifications.
Users who are assigned tasks through an
API
Use an API to set the
is false.
• If triggerUserEmail is true,
email notifications are sent to all users
when tasks are assigned.
• If triggerUserEmail = true,
notifications are sent according to
individual users’ settings.
• If triggerUserEmail is false,
email notifications aren’t sent when a
task is assigned.
triggerUserEmail value. The default
307
Sales Productivity
User Type
Tasks
Effects of Enabling the Feature
Effects of Disabling the Feature
• If triggerUserEmail = false,
email notifications aren’t sent when a
task is assigned.
Users who are assigned tasks through Apex Notifications that are sent through Apex are If a value in the request header is set so that
sent in the context of the request header. email notifications are sent, email
notifications are sent to users when tasks
are assigned. Apex processes the header
sequentially from the first line to the last. If
a statement in the request header indicates
that a task notification is required, an email
notification is sent regardless of statements
later in the header.
SEE ALSO:
Enable User Control of Email Notifications for Tasks
Set Up Tasks for Your Sales Reps
Optimize the way your sales reps manage their work. Options differ for Lightning Experience,
Salesforce Classic, and the Salesforce app.
Enable User Control of Email Notifications for Tasks
Display a setting that lets users decide whether to receive an email notification when assigned
a task.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: All Editions
Enable Recurring Tasks
Let users create tasks that repeat at a specified interval. If you disable this setting, users can still
edit the interval of an existing recurring task, but they can’t create more recurring tasks.
Enable Group Tasks in Salesforce Classic
Let users assign independent copies of a new task to multiple users.
Enable Task Notifications in Lightning Experience
With task notifications, your reps remember the things on their to-do lists.
Enable Simpler Task Form in the Salesforce App
Display a New Task page with key task fields shown first.
Customize the Fields that Display on Tasks in the Activity Timeline
To customize the display and order of fields for items in the task list, create and customize the compact layout for tasks.
308
Sales Productivity
Tasks
Customize Task List Actions
To customize the buttons that appear next to task lists, like the one on the Tasks tab, update the Tasks page layout.
SEE ALSO:
Customization Options for Events and Calendars
Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity Composer
Tasks
Guidelines for Using Tasks
Enable User Control of Email Notifications for Tasks
Display a setting that lets users decide whether to receive an email notification when assigned a
task.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
Available in Lightning
Experience and Salesforce
Classic
2. Select Enable user control over task assignment notifications.
3. Click Submit.
Available in: All Editions
SEE ALSO:
USER PERMISSIONS
Considerations for Enabling User Control of Emails Notifications for Tasks
To enable email notifications
for tasks:
• Customize Application
and Modify All Data
Enable Recurring Tasks
Let users create tasks that repeat at a specified interval. If you disable this setting, users can still edit
the interval of an existing recurring task, but they can’t create more recurring tasks.
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App
Use recurring tasks to create tasks that repeat at a specified interval.
Enable Recurring Tasks in Salesforce Classic
Use recurring tasks to create tasks that repeat at a specified interval.
309
EDITIONS
Available in Lightning
Experience, Salesforce
Classic, and all versions of
the Salesforce app
Available in: All Editions
Sales Productivity
Tasks
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App
Use recurring tasks to create tasks that repeat at a specified interval.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Enable Creation of Recurring Tasks.
3. Click Submit.
4. Add the Create Recurring Series of Tasks field to the Task Detail section of your org’s Task
page layouts.
If the Salesforce Mobile and Lightning Experience Actions section on a Task page layout has
been overridden, include the Delete Series and View Series actions from the Mobile & Lightning
Actions category in the section. Add these actions if they’re not already there.
To create recurring tasks in the Salesforce app, deselect Show simpler New Task form on
mobile on the Activity Settings page. The simpler New Task form doesn’t include the options
for creating recurring tasks.
EDITIONS
Available in Lightning
Experience and all versions
of the Salesforce mobile app
Available in: All Editions
USER PERMISSIONS
To enable recurring tasks:
• Customize Application
and Modify All Data
SEE ALSO:
Enable Simpler Task Form in the Salesforce App
Enable Recurring Tasks in Salesforce Classic
Use recurring tasks to create tasks that repeat at a specified interval.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Enable Creation of Recurring Tasks.
EDITIONS
Available in Salesforce
Classic
Available in: All Editions
3. Click Submit.
USER PERMISSIONS
To enable recurring tasks:
• Customize Application
and Modify All Data
Enable Group Tasks in Salesforce Classic
Let users assign independent copies of a new task to multiple users.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Enable Group Tasks.
EDITIONS
Available in Salesforce
Classic
Available in: All Editions
3. Click Submit.
USER PERMISSIONS
To enable group tasks:
• Customize Application
and Modify All Data
310
Sales Productivity
Tasks
Enable Task Notifications in Lightning Experience
With task notifications, your reps remember the things on their to-do lists.
For your reps to receive reminders, you must enable Universal Notification Service (UNS). UNS is
used for notifications in the Lightning Experience notification bell and is enabled by default.
1. From Setup, select Object Manager.
EDITIONS
Available in Lightning
Experience only
Available in: All Editions
2. Click Task.
3. Open an existing task layout or create one.
4. Add the Reminder Set field to your Task Detail section of our org’s Task page layouts.
5. Deselect Show simpler New Task form on mobile on the Activity Settings page. The simpler
New Task form doesn’t include the options for creating task notifications.
The New Task global action doesn’t support task reminders.
Push notifications and reminders in the notification tray aren’t supported in the Salesforce app.
While reps can set and change notification settings in the Salesforce app, they don’t receive
notifications in it.
USER PERMISSIONS
To edit a page layout:
• Customize Application
To customize the fields that
display on tasks:
• Customize Application
and Modify All Data
SEE ALSO:
Enable Simpler Task Form in the Salesforce App
Enable Simpler Task Form in the Salesforce App
Display a New Task page with key task fields shown first.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Show simpler New Task form on mobile.
3. Click Submit.
This form doesn’t allow the creation of task reminders or recurring tasks.
Available in Lightening
Experience and all versions
of the Salesforce app
Available in: All Editions
USER PERMISSIONS
SEE ALSO:
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App
Enable Task Notifications in Lightning Experience
311
To enable simpler tasks in
the Salesforce app:
• Customize Application
and Modify All Data
Sales Productivity
Events and Calendars
Customize the Fields that Display on Tasks in the Activity Timeline
To customize the display and order of fields for items in the task list, create and customize the
compact layout for tasks.
EDITIONS
Certain fields remain in the task list even if you remove them from a layout, because they contain
essential task information, including the subject, status, and due date fields. For example, suppose
that you remove the status and due date fields from a compact layout. The task checkbox and the
due date still appear on tasks in the list. The remaining fields visible in the list reflect the fields you
include in the compact layout.
Available in Lightning
Experience
Available in: All Editions
USER PERMISSIONS
1. From Setup, at the top of the page, select Object Manager.
2. Click Task.
3. Click Compact Layouts.
4. Click New. If you’ve already created a custom compact layout for tasks, select it.
To customize the fields that
display on tasks:
• Customize Application
and Modify All Data
5. If you’re creating a new compact layout, enter a name and label for it.
6. Select the task fields you want to display on the activity timeline.
7. Click Save.
8. Click Compact Layout Assignment.
9. Click Edit Assignment.
10. Select the new or updated layout.
11. Click Save.
When you click Expand All on the activity timeline, you see the selected task fields.
SEE ALSO:
Compact Layouts
Customize Task List Actions
To customize the buttons that appear next to task lists, like the one on the Tasks tab, update the
Tasks page layout.
EDITIONS
1. View the page layout for Tasks.
Available in Lightning
Experience and Salesforce
Classic
2. Drag and drop buttons into the Salesforce Mobile and Lightning Experience Actions section.
3. Click Save.
Available in: All Editions
Events and Calendars
USER PERMISSIONS
Use Salesforce to track meetings with customers, prospects, and colleagues. Drill down from events
to related records, feeds, files, contracts, and more. You can also track events in reports.
Customization Options for Events and Calendars
Optimize the way your sales reps manage their meetings and scheduling. Options differ for
Lightning Experience, Salesforce Classic, and the Salesforce app.
312
To customize task actions:
• Customize Application
and Modify All Data
Sales Productivity
Events and Calendars
Help Your Sales Reps Manage Events and Calendars
Optimize the way your sales reps manage their meetings and scheduling. Options differ for Lightning Experience, Salesforce Classic,
and the Salesforce app.
Event Fields
Event records have standard fields for tracking and recording event details.
Manage Events
In Salesforce, events are a powerful tool for keeping on top of customer relationships and closing deals. You can relate events to
opportunities, leads, accounts, and contacts. Track them on those records, in your calendar, and in reports.
Use Calendars to Track and Visualize Dates in Salesforce Objects in Lightning Experience
Want an easy, visual way to track upcoming or ongoing campaigns? Support cases? Retail store events? Opportunities due to close?
Create a calendar from a standard or custom object: Choose a date field that represents data you want to track, and the calendar
displays data in that field as calendar items. You can customize most calendars by applying a list view. We’ve included a few popular
examples. You can hide or show calendars, and you can edit and delete them. Some considerations apply to creating calendars.
Calendar Sharing
Give coworkers access to view or edit your calendar in Salesforce Classic and Lightning Experience.
Calendar Views
Calendar views display your events in Salesforce.
Considerations for Using Events and Calendars
Salesforce always displays an event’s date and time in the time zone you’ve chosen in My Settings. Working with meetings and
scheduling is different in Lightning Experience and Salesforce Classic.
Scheduling and Invitations in Salesforce Classic
Reps can invite people to meetings and see meeting responses in Lightning Experience, Salesforce Classic, and the Salesforce app.
Reps can also accept meeting invites and create a Microsoft® Outlook® appointment for an event in Salesforce Classic.
SEE ALSO:
Activities
Tasks
Customization Options for Events and Calendars
Optimize the way your sales reps manage their meetings and scheduling. Options differ for Lightning
Experience, Salesforce Classic, and the Salesforce app.
Setting or
Feature
Description
Setup and
Help
Allow
multiday
events.
Let users
create events
that end more
than one day
(24 hours)
after they
start.
From Setup,
enter
Lightning
Experience
Salesforce
Classic
The
Salesforce
App
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
Activity
Settings
in the Quick
Find box,
then select
Enable
313
Sales Productivity
Events and Calendars
Setting or Feature Description
Setup and Help
Lightning
Experience
Multiday Events.
Allow recurring
events.
Let users create
events that repeat at
a specified interval. If
you disable this
setting, users can still
edit the interval of an
existing recurring
event, but they can’t
create recurring
events.
From Setup, enter
Allow hover links on Display event details
Home tab calendar. when a user hovers
the mouse over an
event.
From Setup, enter
Activity
Settings in the
Quick Find box,
then select Enable
Creation of
Recurring Events.
User
Interface in the
Quick Find box,
then select Enable
Home Page Hover
Links for Events.
Allow drag-and-drop Let users drag to
calendar editing.
reschedule events on
the day or week view
of their own
calendars.
From Setup, enter
Let users create
Let users create an
events by clicking in event by clicking a
the calendar.
time slot in the
calendar.
From Setup, enter
User
Interface in the
Quick Find box,
then select Enable
Drag-and-Drop
Editing on
Calendar Views.
User
Interface in the
Quick Find box,
then select Enable
Click-and-Create
Events on Calendar
Views.
Allow drag-and-drop In contact and lead
scheduling on list
list views, let users
views.
schedule events by
dragging a contact
or lead into the
calendar. You can
customize the mini
page layout for the
From Setup, enter
User
Interface in the
Quick Find box,
then select Enable
Drag-and-Drop
Scheduling on List
Views. See also
314
Salesforce Classic The Salesforce
App
Sales Productivity
Events and Calendars
Setting or Feature Description
Setup and Help
Lightning
Experience
overlay where users Overview of Page
enter event details. Layouts and
Field-Level Security.
Enable sidebar
calendar shortcut.
Display a link ( ) to
a user’s last-used
calendar view in the
sidebar above
Recent Items.
From Setup, enter
User
Interface in the
Quick Find box,
then select Enable
Sidebar Calendar
Shortcut.
Enable hover link for Show task details in From Setup, enter
My Tasks list.
a popup on the
User
Home tab when a
Interface in the
user hovers the
Quick Find box,
mouse over a task. then select Enable
Hover Links for My
Tasks list.
Show event details Display event details
in multiuser calendar on-screen rather
view.
than on hover in
daily, weekly, and
monthly calendar
views for all users.
Enabling this setting
doesn’t override
calendar sharing.
From Setup, enter
Create public
calendars and
resource calendars.
Create calendars for
managing group
activities, such as
marketing events,
product releases,
training classes, and
team vacations, or
shared resources,
such as a conference
room.
See Create and
Manage a Public
Calendar or a
Resource Calendar in
Salesforce Classic on
page 318.
View, invite, or
remove event
invitees.
Let users view, invite, Invitees don’t require
or remove event
setup.
invitees on their
events in Salesforce
Classic.
Activity
Settings in the
Quick Find box,
then select Show
event details on
multi-user
calendar view.
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Salesforce Classic The Salesforce
App
Sales Productivity
Events and Calendars
Setting or Feature Description
Setup and Help
View, invite, or
remove event
attendees.
See Set Up Reps to
Work with Event
Attendees in
Lightning Experience
and the Salesforce
App
Let users view, invite,
or remove event
attendees in
Lightning Experience
or the Salesforce
app.
Lightning
Experience
Salesforce Classic The Salesforce
App
Set event reminders. Let users set event See Set Up Event
reminders in
Reminders in
Lightning Experience Lightning Experience
or the Salesforce
app. Users see
reminders in
Lightning Experience
only.
SEE ALSO:
Set Up Tasks for Your Sales Reps
Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity Composer
Help Your Sales Reps Manage Events and Calendars
Optimize the way your sales reps manage their meetings and scheduling. Options differ for Lightning Experience, Salesforce Classic, and
the Salesforce app.
Set Up Reps to Work with Event Attendees in Lightning Experience and the Salesforce App
Admins can set up reps to work with contacts, leads, and other Salesforce users as attendees on their events. Depending on how
they’re set up, reps can invite and remove attendees from events, or simply see who’s invited or who accepted the invitation. And
because Lightning Sync is required, reps’ events also sync between Salesforce and Microsoft® Exchange or Google Calendar™. That
way, your whole team has access to important meeting data.
Set Up Lightning Experience Event Reminders
With event reminders, your reps remember to show up for their meetings.
Create and Manage a Public Calendar or a Resource Calendar in Salesforce Classic
Use a public calendar to manage group activities. For example, track a group’s events, such as marketing events, product releases,
or training classes, or schedule a common activity, such as a team vacation. Use a resource calendar to schedule the use of a shared
resource, such as a conference room or an overhead projector.
SEE ALSO:
Customization Options for Events and Calendars
316
Sales Productivity
Events and Calendars
Set Up Reps to Work with Event Attendees in Lightning Experience and the Salesforce App
Admins can set up reps to work with contacts, leads, and other Salesforce users as attendees on
their events. Depending on how they’re set up, reps can invite and remove attendees from events,
or simply see who’s invited or who accepted the invitation. And because Lightning Sync is required,
reps’ events also sync between Salesforce and Microsoft® Exchange or Google Calendar™. That way,
your whole team has access to important meeting data.
Admins can select these Lightning Sync settings to give reps access to certain attendee features.
See Considerations for Selecting Attendee Features by Lightning Sync Setting
Keep in mind that these Lightning Sync settings limit event functionality in Salesforce Classic. See
Considerations for Using Events and Calendars in Salesforce Classic on page 344.
To set up attendees, admins can follow these steps.
EDITIONS
Available in: Lightning
Experience and all versions
of the Salesforce app
Available in: Professional,
Enterprise, Unlimited, and
Developer Editions
USER PERMISSIONS
1. Decide how you want reps to work with attendees. From Setup, configure Lightning Sync for
Microsoft Exchange or Google, selecting the appropriate sync directions.
2. From Setup, add the Attendees field to the Event page layout or the quick actions layout for
events.
3. Tell reps that they have to create and edit events from Lightning Experience, the Salesforce
app, or their Microsoft Outlook® or Google Calendar™. If reps create or edit records in Salesforce
Classic, they can’t work with the attendees field and events don’t sync.
Invitations initiated in Lightning Experience or the Salesforce app are emailed from Microsoft
or Google Calendar. Attendees can accept or decline event invitations from those email or
calendar applications only. Attendee responses then sync to Salesforce so that other attendees
can see the attendance status.
SEE ALSO:
Lightning Sync
Considerations for Using Events and Calendars in Lightning Experience
To prepare your Microsoft
Exchange server to
communicate with
Salesforce:
• Global administrator
access to your
company’s Office 365 or
Exchange account
To prepare your G Suite
account to communicate
with Salesforce:
• The Owner role on your
company’s G Suite
account, which gives
you administrative
permissions
To access Setup in
Salesforce:
• Customize Application
To create, edit, or delete
Lightning Sync
configurations:
• Manage Exchange
Configurations AND
Manage Users
317
Sales Productivity
Events and Calendars
Set Up Lightning Experience Event Reminders
With event reminders, your reps remember to show up for their meetings.
Admins can follow these steps to set up event reminders in Lightning Experience. Remember that
the New Event global action doesn’t support event reminders, even though you can add them to
the global action layout.
EDITIONS
Available in Lightning
Experience only
1. Confirm that activity reminders are enabled.
This setting lets reps see event reminders pop up on the top right corners of their browsers.
Available in: All Editions
2. Confirm that in-app notifications are enabled. From Setup, enter Salesforce
Notifications in the Quick Find box, then select Salesforce Notifications. Select
Enable in-app notifications.
This setting lets reps see event reminders in the global navigation notification list.
USER PERMISSIONS
3. Add the Reminder Set field to Event page layouts.
To customize the fields that
display on tasks:
• Customize Application
and Modify All Data
To edit a page layout:
• Customize Application
Create and Manage a Public Calendar or a Resource Calendar in Salesforce Classic
Use a public calendar to manage group activities. For example, track a group’s events, such as
marketing events, product releases, or training classes, or schedule a common activity, such as a
team vacation. Use a resource calendar to schedule the use of a shared resource, such as a conference
room or an overhead projector.
You can create an unlimited number of calendars.
• View and edit your existing public calendars and resource calendars.
From Setup, enter Public Calendars and Resources in the Quick Find box,
then select Public Calendars and Resources.
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Essentials Edition,Group
Edition, and Personal
Edition
USER PERMISSIONS
• Create a public calendar or a resource calendar.
1. Click New, name the calendar, select Active, and save the calendar.
2. Click Sharing. Add the public groups, roles, or people you want to share the calendar with.
3. In Calendar Access, specify the way you want to share the calendar.
Hide Details
Other people can see whether given times are available, but they can’t see other
information about events in the calendar.
Hide Details and Add Events
Other people can see whether given times are available, but they can’t see details of
events. Other people can insert events in the calendar.
To manage public
calendars:
• Customize Application
To manage resource
calendars:
• Customize Application
To view a related record on
an event:
• Users must have Read
permission
Show Details
Other people can see detailed information about events in the calendar.
Show Details and Add Events
Other people can see detailed information about events in the calendar, and they can insert events in the calendar.
Full Access
Other people can see detailed information about events in the calendar, insert events in the calendar, and edit existing
events in the calendar.
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• Delete a public calendar.
1. From Setup, enter Public Calendars and Resources in the Quick Find box, then select Public Calendars
and Resources.
2. Click Del next to the name of a calendar.
Ensure that users have the appropriate permissions. For example, an event invitee who doesn’t have “Read” permission on opportunities
can’t view the opportunity associated with the event.
Event Fields
Event records have standard fields for tracking and recording event details.
Event Fields in Lightning Experience
These standard fields for tracking and recording event details are available in Lightning Experience.
Event Fields in Salesforce Classic
These standard fields for tracking and recording event details are available in Salesforce Classic.
Event Fields in Lightning Experience
These standard fields for tracking and recording event details are available in Lightning Experience.
Field
Description
Activity Currency
Indicates the default currency for all currency
amount fields in the activity. Amounts are
displayed in the activity currency. They are also
converted to the user’s personal currency.
Available only in orgs in which multiple
currencies are used.
All-Day Event
By selecting this checkbox, a user specifies that
the event lasts all day.
Assigned To
Indicates the assigned owner of the event. By
default, the event is assigned to the user who
created it.
On an event detail page or list view,
Assigned To denotes the event creator.
However, if an event invitee views a report on
Activities with Contacts, Assigned denotes
the viewer as the invitee.
This field isn’t available in Personal Edition.
autoRelateEventAttendees
When users add attendees to events, events are
automatically related to up to 50 contacts or
one lead. An attendee is matched by their email
address to a contact or lead.
319
EDITIONS
Available in Lightning
Experience in: All Editions
except Personal and
Contact Manager Editions
Sales Productivity
Field
Events and Calendars
Description
Admins control this field on the Activity Settings page.
Available in API version 42.0 and later.
Created By
Indicates the user who created the event, including the creation
date and time. Read only.
Date
Indicates the planned date of the event. This field is displayed only
if multiday events are disabled.
Description
Description of the event. The limit is 32 KB of data.
Division
Indicates the division to which the activity belongs. This value is
inherited from the related account, lead, case, or custom object, if
any. Otherwise, the activity belongs to the global division. Available
only in orgs in which divisions are used to segment data.
Duration
Represents the length of an event spanning less than a full day, in
hours and minutes. This field appears only if multiday events are
disabled.
Email
Contains the email address of the contact or lead related to the
event. This field is filled in with the value from the related contact
or lead record.
End
Indicates the planned end date and time of the event. This field
appears only if multiday events are enabled.
Event Record Type
Contains the name of the field that determines which picklist values
are available for the record. Available in Professional, Enterprise,
Unlimited, Performance, and Developer Editions.
Last Modified By
Contains the name of the user who last changed the event,
including the modification date and time. Read only.
Name
Contains the name of the contact or lead related to the event. If
Shared Activities is enabled in your org, a user can relate up to 50
contacts to a non-recurring event. This field is visible only to users
with the “Read” permission for contacts and leads. Relating a
contact to an event can affect the account to which Salesforce
relates the event. See the Related To field.
Location
Indicates the location of the event.
Phone
Contains the phone number of the contact or lead related to the
event. This field is filled in with the value from the related contact
or lead record.
Private
Indicates whether users other than the event owner can see the
event details when viewing the event owner’s calendar. However,
users with the “View All Data” or “Modify All Data” permission see
private event details in reports and searches or when viewing other
users’ calendars. Exported data files always contain private events.
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Field
Events and Calendars
Description
Events with invitees and events being added or changed in another
user’s calendar can’t be marked private. Private events can’t be
related to other records.
Public
Note: Before Summer ’13, this field was called Visible
in Self-Service.
This checkbox lets a user specify whether a past event is visible in
the Self-Service portal.
Note: Starting with Spring ’12, the Self-Service portal isn’t
available for new orgs. Existing orgs continue to have access
to the Self-Service portal.
If Communities is enabled in your org, the value in this field
specifies whether the event is visible to external users in
communities. If an external user owns the event, that user sees the
event in the community regardless of whether the event is marked
public.
This field is not visible by default. A Salesforce admin can expose
it.
Related To
Represents the record that the event is related to, such as an
account, an opportunity, or a custom object. This field is available
only when a user relates the event to a contact, not to a lead. The
record is visible only to users with the “Read” permission for the
type of record the event is related to.
If you relate the event to an object other than an account,
Salesforce determines the account on the event as follows.
• Suppose that a user relates the event to an opportunity, a
contract, or a custom entity that belongs to an account.
Salesforce uses that object’s account as the account for the
event.
• Suppose that a user relates the event to some other object and
also to a contact. Salesforce uses the primary contact’s account
as the account for the event.
• If a user leaves the Related To field empty, then Salesforce
doesn’t relate an account to the event.
Show Time As
Determines how the event appears when other users view a user’s
calendar: busy, out of office, or free.
Start
Planned start date and time of event. This field appears only if
multiday events are enabled.
Subject
Contains the subject of the event.
Time
Indicates the start time of a planned event. This field appears only
if multiday events are disabled.
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Field
Description
Type
Indicates the event type; for example, email or meeting. Limit for
values in the picklist is 40 characters.
Event Fields in Salesforce Classic
These standard fields for tracking and recording event details are available in Salesforce Classic.
Field
Description
Activity Currency
Indicates the default currency for all currency
amount fields in the activity. Amounts are
displayed in the activity currency. They are also
converted to the user’s personal currency.
Available only in orgs in which multiple
currencies are used.
All-Day Event
By selecting this checkbox, a user specifies that
the event lasts all day.
Assigned To
Indicates the assigned owner of the event. By
default, the event is assigned to the user who
created it.
On an event detail page or list view,
Assigned To denotes the event creator.
However, if an event invitee views a report on
Activities with Contacts, Assigned denotes
the viewer as the invitee.
This field isn’t available in Personal Edition.
Create Recurring Series of
Events
By selecting this checkbox, a user can set up a
series of recurring events.
Created By
Indicates the user who created the event,
including the creation date and time. Read only.
Date
Indicates the planned date of the event. This
field is displayed only if multiday events are
disabled.
Description
Contains a note describing the event. This field
holds up to 32 KB of data.
Division
Indicates the division to which the activity
belongs. This value is automatically inherited
from the related account, lead, case, or custom
object, if any. Otherwise, the activity belongs to
the global division. Available only in orgs in
which divisions are used to segment data.
322
EDITIONS
Available in Salesforce
Classic in: All Editions
Events with invitees not
available in: Personal
Edition
Sales Productivity
Events and Calendars
Field
Description
Duration
Represents the length of an event spanning less than a full day, in
hours and minutes. This field appears only if multiday events are
disabled.
Email
Contains the email address of the contact or lead related to the
event. This field is automatically filled in with the value from the
related contact or lead record.
End
Indicates the planned end date and time of the event. This field
appears only if multiday events are enabled.
Event Record Type
Contains the name of the field that determines what picklist values
are available for the record. Available in Professional, Enterprise,
Unlimited, Performance, and Developer Editions.
Last Modified By
Contains the name of the user who last changed the event,
including the modification date and time. Read only.
Name
Contains the name of the contact or lead related to the event. If
Shared Activities is enabled in your org, a user can relate up to 50
contacts to a non-recurring event. This field is visible only to users
with the “Read” permission for contacts and leads. Relating a
contact to an event can affect the account to which Salesforce
relates the event. See the Related To field.
Location
Indicates the location of the event.
Phone
Contains the phone number of the contact or lead related to the
event. This field is automatically filled in with the value from the
related contact or lead record.
Private
Indicates whether users other than the event owner can see the
event details when viewing the event owner’s calendar. However,
users with the “View All Data” or “Modify All Data” permission can
see private event details in reports and searches, or when viewing
other users’ calendars. Exported data files always contain private
events. Events with invitees and events being added or changed
in another user’s calendar can’t be marked private. Private events
can’t be related to other records.
Public
Note: Before Summer ’13, this field was called Visible
in Self-Service.
This checkbox specifies whether a past event is visible in the
Self-Service portal.
Note: Starting with Spring ’12, the Self-Service portal isn’t
available for new orgs. Existing orgs continue to have access
to the Self-Service portal.
If Communities is enabled in your org, the value in this field
specifies whether the event is visible to external users in
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Field
Events and Calendars
Description
communities. If an external user owns the event, that user sees the
event in the community regardless of whether the event is marked
public.
This field is not visible by default. A Salesforce admin can expose
it.
Related To
Represents the record that the event is related to, such as an
account, an opportunity, or a custom object. This field is available
only when a user relates the event to a contact, not to a lead. The
record is visible only to users with the “Read” permission for the
type of record the event is related to.
If you relate the event to an object other than an account,
Salesforce determines the account on the event as follows.
• If you relate the event to an opportunity, contract, or custom
entity that belongs to an account, Salesforce uses that object’s
account as the account for the event.
• If you relate the event to any other kind of object also relate
the event to a contact, Salesforce uses the primary contact’s
account as the account for the event.
• If you leave the Related To field empty, then Salesforce
doesn’t relate an account to the event.
Response
Optional field; allows users invited to an event to enter a note when
they accept or decline the event. This field isn’t available in Personal
Edition.
Select Invitees
Lets you relate up to 1,000 people (invitees) and resources to the
event. When you search for people or resources to invite to an
event, the Available list displays up to 300 results.
Show Time As
Picklist. Determines how the event appears when another user
views your calendar: busy, out of office, or free.
Start
Planned start date and time of event. This field appears only if
multiday events are enabled.
Subject
Contains the subject of the event; for example, “Meeting.” A user
can enter a subject or select from a list of previously defined
subjects.
Time
Indicates the start time of a planned event. This field appears only
if multiday events are disabled.
Type
Indicates the event type; for example, email or meeting. Limit for
values in the picklist is 40 characters.
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Manage Events
In Salesforce, events are a powerful tool for keeping on top of customer relationships and closing deals. You can relate events to
opportunities, leads, accounts, and contacts. Track them on those records, in your calendar, and in reports.
1. Manage Events in Lightning Experience
Create, update, and track meetings using the Home page, your calendar or calendars you create, the Kanban Board, or the activity
timeline.
2. Manage Events in Salesforce Classic
With your calendar in Salesforce, everyone stays informed—your sales team, your sales manager—and meeting prep is easy. You
can track, create, and update your own and others’ meetings and invitation responses in different locations in Salesforce. Salesforce
displays events in activities list views and calendar views; Chatter feeds; and records that events are related to, such as contacts and
accounts. You can also track events in reports.
Manage Events in Lightning Experience
Create, update, and track meetings using the Home page, your calendar or calendars you create,
the Kanban Board, or the activity timeline.
EDITIONS
• On the Home page, Today’s Events shows the next five meetings on your calendar today. Past
events drop off the list as the day progresses.
Available in Lightning
Experience in: All Editions
except Personal and
Contact Manager Editions
• In the navigation menu, choose Calendar to work with all your events and to create events.
Share your event calendar with others, subscribe to your coworkers’ calendars, and (if you have
permission) add events to their calendar and edit their events as needed. Plus, create other
calendars from a standard or custom object: Choose the date field you want to track, and the
calendar displays data in that field as calendar items.
• On the Kanban Board, opportunities show alerts when no open activities exist. To create an
event, click the yellow triangle.
USER PERMISSIONS
To create events
• Edit Events
• Use the activity timeline to monitor and update upcoming and past events on an opportunity,
a lead, an account, or a contact.
• If your admin or coworkers haven’t given you access to coworkers’ calendars, use activities reports to view events owned by people
below you in the role hierarchy.
Note: You can remove a contact or a record from an event without deleting the event. For example, suppose that an event
is related to Contact A and Contact B, but you want to relate it only to Contact A. Instead of deleting the event, remove Contact
B from the Name field.
SEE ALSO:
Use Calendars to Track and Visualize Dates in Salesforce Objects in Lightning Experience
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Manage Events in Salesforce Classic
With your calendar in Salesforce, everyone stays informed—your sales team, your sales
manager—and meeting prep is easy. You can track, create, and update your own and others’
meetings and invitation responses in different locations in Salesforce. Salesforce displays events in
activities list views and calendar views; Chatter feeds; and records that events are related to, such
as contacts and accounts. You can also track events in reports.
EDITIONS
Available in Salesforce
Classic in: All Editions
Track Events
Events with invitees not
available in: Personal
Edition
You can track events belonging to you and to others in the following locations. To see activities list
views, click
on the Home tab or any calendar view, or go to the calendar day or week view.
USER PERMISSIONS
Events That You Own
To create events
• Edit Events
• The Home tab, in the Calendar section
• An activities list view: Choose an existing list view or customize one
• Your Chatter feed: Follow an event to track posts, comments, and updates about it
Events Owned by People Who Have Shared Their Calendars with You
The multi-user calendar view
Events That You’ve Assigned to Others
• The My Delegated Activities list view
• Activities reports
Events Owned by People Below You in Your Organization’s Hierarchy
• The My Team’s Activities list view
• Activities reports
Upcoming Events
• A calendar view
• The Upcoming Events list view
• The Open Activities related list for a record related to an event
Past Events
• A calendar view
• The My Activities list view
• The Activity History related list for a record related to an event
Events Related to Another Record, Such as a Contact or an Account
• The other record’s detail page, in the Open Activities and Activity History related lists
• Your Chatter feed and in the Chatter feed for the other record
• Activities reports
View Event Details
In a calendar view, in an activities list view, in a related list, or on the Home tab, there are two ways to see event details:
• Hover your mouse over an event’s subject.
• Click the subject.
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On an event detail page, to view the details of a single event in a recurring series (
for the series, select the View Series subtab.
), select the View Event subtab. To view the details
identifies events with invitees.
Create Events
On the Home Tab
On the Home tab, under Calendar, click New Event or New Meeting Request.
In a Chatter Feed
If you create an event in the feed for a record such as a contact, Salesforce automatically relates the event to the record.
In the Sidebar
In the sidebar in Salesforce, in the Create New drop-down list, select Event.
On the Detail Page of Another Record
On the Open Activities related list, click New Event or New Meeting Request. Salesforce automatically relates the event or meeting
request to the record.
On the Detail Page of an Event with Invitees
On the detail page of an event that you’ve invited one or more people to, click Clone. You can clone an event that has at least one
invitee and isn’t a recurring event.
In a Calendar View
• Click New Event.
• In a day view, click a time, such as 9:00 AM.
• In a day or week view, double-click a time slot. You can’t double-click to create a recurring event or an event that you invite
people to. If double-clicking doesn’t open a new event, ask your administrator to enable Click-and-Create Events.
• In a week or month view, click
.
In an Activity List View (
)
In a list view, click New Event.
In a List View of Contacts, Leads, or Other Records
In a list view of contacts, leads, or other records, click at the bottom of the page to add a weekly calendar view to the page. Create
an event related to a record by dragging the record from the list view down to a time slot on the calendar. If you don’t see , ask
your Salesforce admin to enable Drag-and-Drop Scheduling.
Note: If you schedule meetings with people in a different time zone, your calendar shows their available and busy times in your
time zone. An individual person’s Time Zone setting (as specified on the personal information page) overrides the Default
Time Zone set for the Salesforce org.
Update Events
Anywhere (except reports) that you can view event details, you can edit any event that you have permission to edit.
You can edit an event in several ways:
• To reschedule an event, in a calendar view, drag the event to a different time slot. For best results, place your mouse over the subject
line of the event before dragging it. If the event is a recurring event ( ), only the single occurrence that you drag is changed, not
the entire series.
• Click Edit next to the event in an activities list view, an Open Activities related list, or an Activity History related list. The event detail
page opens.
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• Go to a calendar view, an activities list view, a related list, or the Home tab. Hover your mouse over the subject of an event. A small
window with editing options appears.
Use Calendars to Track and Visualize Dates in Salesforce Objects in Lightning
Experience
Want an easy, visual way to track upcoming or ongoing campaigns? Support cases? Retail store
events? Opportunities due to close? Create a calendar from a standard or custom object: Choose
a date field that represents data you want to track, and the calendar displays data in that field as
calendar items. You can customize most calendars by applying a list view. We’ve included a few
popular examples. You can hide or show calendars, and you can edit and delete them. Some
considerations apply to creating calendars.
EDITIONS
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
1. Create a Calendar in Lightning Experience
Here’s how to create a calendar based on a standard or custom object in Salesforce.
2. Create a Calendar of Opportunity Close Dates in Lightning Experience
See all your opportunities’ scheduled close dates at a glance.
3. Create a Calendar of Task Due Dates in Lightning Experience
Make a calendar that shows when your tasks are due.
4. Create a Calendar of Direct-Mail Campaigns in Lightning Experience
Get a visual overview of all your direct-mail campaigns.
5. Create a Calendar to View Open Cases by SLA in Lightning Experience
Monitor open cases and increase compliance with your service level agreement.
6. Considerations for Calendars Created from a Salesforce Object in Lightning Experience
Considerations for calendars created from a Salesforce object include support for list view filtering, a limit on the number of items
that can be displayed, no support for subscribing to calendars, and support for standard objects.
Create a Calendar in Lightning Experience
Here’s how to create a calendar based on a standard or custom object in Salesforce.
EDITIONS
1. Start creating a calendar.
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
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2. Choose an object to base the calendar on.
3. Select fields that determine what the calendar displays (1, 2, 3).
If you want, filter the calendar items by selecting a list view (4).
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The calendar displays items differently depending on the date fields you select.
(Date) Fields
The names of some date fields include (Date). If you select a (Date) field, the calendar displays items across the top (as all-day
items).
(Date/Time) Fields
The names of other date fields include (Date/Time). If you select a (Date/Time) field in Field for Start, the calendar displays
items in time slots. If you also select a field in Field for End (it’s optional) and the items’ duration exceeds 24 hours, the calendar
displays the items across the top (as all-day items).
Selecting Start and End Fields
Field for End is optional. If you use it, you must select the same type of field as you do in Field for Start. For example, if you
select a (Date) field in one, you can’t select a (Date/Time) field in the other. If you select fields that generate dates in the wrong
order (end before start), Salesforce displays an error message when you save the calendar.
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The color of each calendar is the color of the object it’s based on. (If a custom object has a theme, the theme determines the color of
the calendar.) You can hide or show individual calendars. (You can hide the Salesforce Events calendar, too, but it’s not otherwise
configurable.)
Suppose that you show a calendar containing enough items to push the total items past the limit (150 items) in that view. Salesforce
displays an alert and hides items on other calendars.
SEE ALSO:
Considerations for Calendars Created from a Salesforce Object in Lightning Experience
Create a Calendar of Opportunity Close Dates in Lightning Experience
See all your opportunities’ scheduled close dates at a glance.
EDITIONS
Use the following selections.
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
Object
Opportunity
Calendar Name
Opportunities Closing
Field for Start
Close Date (Date)
Field for End
None
Apply a Filter (Optional)
My Opportunities, or another list view
Field Name to Display
Name
Now you have a calendar to remind you of close dates across all your opportunities.
SEE ALSO:
Create a Calendar in Lightning Experience
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Create a Calendar of Task Due Dates in Lightning Experience
Make a calendar that shows when your tasks are due.
EDITIONS
First, ask your Salesforce admin to replace the Due Date field in the Task layout with a custom
Date/Time field. Then use the following selections.
Object
Task
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
Calendar Name
Tasks Due
Field for Start
Due Date and Time (Date/Time)
Field for End
None
Apply a Filter (Optional)
My Tasks
Field Name to Display
Subject
Now you can see your task due dates alongside your Salesforce events.
Create a Calendar of Direct-Mail Campaigns in Lightning Experience
Get a visual overview of all your direct-mail campaigns.
EDITIONS
Use the following selections.
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
Object
Campaign
Calendar Name
Direct Mail
Field for Start
Start Date (Date)
Field for End
End Date (Date)
Apply a Filter (Optional)
All Active Direct-Mail Campaigns
Field Name to Display
To display the name of each campaign on the calendar: Name
To display each campaign’s owner on the calendar: Owner
Now you can visually track direct-mail campaigns by name or owner.
SEE ALSO:
Create a Calendar in Lightning Experience
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Create a Calendar to View Open Cases by SLA in Lightning Experience
Monitor open cases and increase compliance with your service level agreement.
EDITIONS
Use the following selections.
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
Object
Case
Calendar Name
Time Left in SLA
Field for Start
Date Opened (Date)
Field for End
Custom formula field, Opened (Date) + 36 hours: SLA Expiration
Apply a Filter (Optional)
All Open Cases, or another list view
Field Name to Display
Customer Name
Now you can see at a glance whether you’re meeting your SLA.
SEE ALSO:
Create a Calendar in Lightning Experience
Build a Formula Field
Considerations for Calendars Created from a Salesforce Object in Lightning Experience
Considerations for calendars created from a Salesforce object include support for list view filtering,
a limit on the number of items that can be displayed, no support for subscribing to calendars, and
support for standard objects.
List View Filtering
No list views are available for filtering calendars based on the Events or Tasks objects. The list
view shows all your tasks, open and closed, and all your events. For calendars created from
other objects, list views with the scope My and All are supported, but list views with the scope
My Team are not.
EDITIONS
Available in Lightning
Experience in: Enterprise,
Unlimited, and Developer
Editions
Calendar Item Limit
You can view up to 150 calendar items total in the day or week view, including Salesforce events and the items on calendars you
create. Suppose that you select a calendar containing enough items to push the total past the limit in that view. Lightning Experience
displays an alert and hides items on other calendars.
Subscribing to Calendars
You can’t subscribe to calendars that other people create. Each calendar can be accessed only by the person who created it.
Standard Objects Supported
Account
Endorsement
Partner
Social Post
Asset
Event
Price Book
Solution
Campaign
Holiday
Product
Task
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Case
Idea
Report
Topic
Contact
Lead
Skill
User
Contract
Opportunity
Skill User
User Provisioning Request
Email
Order
Social Persona
Work Order
For more information, see Activities: Events and Calendars in What’s Not in Lightning Experience.
SEE ALSO:
Create a Calendar in Lightning Experience
Calendar Sharing
Give coworkers access to view or edit your calendar in Salesforce Classic and Lightning Experience.
Calendar Sharing in Lightning Experience
Give coworkers access to view or add events to your calendar in Lightning Experience.
Calendar Sharing in Salesforce Classic
Grant others access to view or edit your calendar in Salesforce Classic, or view a calendar that
a coworker shares with you.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Personal Edition
Calendar Sharing in Lightning Experience
Give coworkers access to view or add events to your calendar in Lightning Experience.
EDITIONS
1. Share Your Calendar in Lightning Experience
Give coworkers access to view or add events to your My Events calendar in Lightning Experience.
Available in: Lightning
Experience
2. View a Coworker’s Calendar in Lightning Experience
When coworkers share their My Events calendar with you, you can view it in Lightning
Experience.
Available in: Enterprise,
Unlimited, and Developer
Editions
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Share Your Calendar in Lightning Experience
Give coworkers access to view or add events to your My Events calendar in Lightning Experience.
Salesforce admins can set organization-wide calendar sharing levels to control how much access
coworkers have to each others’ calendars. Admins can’t give coworkers access to event details.
Give coworkers more access to your calendar by changing your calendar sharing options.
1. From the Calendar tab, click calendar options next to your My Events calendar.
2. Search and select the name of the coworker who you want to share your calendar with.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, and Developer
Editions
3. Select the level of access that you want your coworker to have to your calendar.
Hide Details
Coworkers can see whether given times are available but can’t see any other information
about the nature of events in your calendar.
Hide Details and Add Events
Coworkers can see whether given times are available but can’t see details of events. They
can insert events in your calendar.
USER PERMISSIONS
To create events
• Edit Events
Show Details
Coworkers can see detailed information about events in your calendar.
Show Details and Add Events
Coworkers can see detailed information about events in your calendar, and they can insert events in your calendar.
4. Click Who Has Access to see who has access to your calendar, and at what level.
5. Click Done.
Coworkers can see your calendar by adding it to their Other Calendars list.
View a Coworker’s Calendar in Lightning Experience
When coworkers share their My Events calendar with you, you can view it in Lightning Experience.
Your access to view event details or create events on your coworkers’ calendars varies. Your access
depends on how your Salesforce admin sets up your organization-wide sharing settings and the
calendar sharing options that your coworker has given you.
1. From the Calendar tab, click calendar options next to Other Calendars.
2. Select Add Shared Calendar.
3. Search for and select the name of the coworker whose calendar you want to view.
4. Click Add.
After you add a shared calendar, you see your coworker’s events overlaid on your calendar view.
EDITIONS
Available in: Lightning
Experience
Available in: Professional,
Enterprise, and Developer
Editions
USER PERMISSIONS
To create events
• Edit Events
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Calendar Sharing in Salesforce Classic
Grant others access to view or edit your calendar in Salesforce Classic, or view a calendar that a
coworker shares with you.
EDITIONS
Watch a Demo:
Available in Salesforce
Classic in: All Editions Except
Personal, Group, and
Contact Manager Editions
Who Sees What: Organization-Wide Defaults (English only)
1. Share Your Calendar in Salesforce Classic
You can grant coworkers, personal and public groups, roles, or roles and subordinates access
to view or edit your calendar in Salesforce Classic.
2. View a Coworker’s Calendar in Salesforce Classic
When coworkers share their calendars with you, you can view the calendars in Salesforce Classic.
SEE ALSO:
Activity Reminders in Salesforce Classic
Personalize Your Salesforce Experience
Share Your Calendar in Salesforce Classic
You can grant coworkers, personal and public groups, roles, or roles and subordinates access to
view or edit your calendar in Salesforce Classic.
EDITIONS
Watch a Demo:
Available in Salesforce
Classic in: All Editions except
Personal, Group, and
Contact Manager Editions
Who Sees What: Organization-Wide Defaults (English only)
Options vary for sharing your calendar with others, depending on the organization-wide calendar
sharing level that your Salesforce admin sets. The options can make your calendar more available
to others, but not less. Calendar sharing settings affect the visibility of items on a calendar, but they
don’t give coworkers access to event detail pages.
Events associated with a record that you own are visible to anyone above you in the role hierarchy.
1. From your personal settings, enter Calendar Sharing in the Quick Find box, then select
Calendar Sharing.
USER PERMISSIONS
To create events
• Edit Events
2. To share your calendar with others, click Add. Select the users, roles, or groups whose activities
you want to display in your calendar.
3. Specify how you want to share your calendar. Select one of the following:
Hide Details
Coworkers can see whether given times are available but can’t see any other information about the nature of events in your
calendar.
Hide Details and Add Events
Coworkers can see whether given times are available but can’t see details of events. They can insert events in your calendar.
Show Details
Coworkers can see detailed information about events in your calendar.
Show Details and Add Events
Coworkers can see detailed information about events in your calendar, and they can insert events in your calendar.
Full Access
Coworkers can see detailed information about events in your calendar, insert events, and edit existing events.
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View a Coworker’s Calendar in Salesforce Classic
When coworkers share their calendars with you, you can view the calendars in Salesforce Classic.
Your access to view event details, edit events, or create events varies by calendar. Your access to a
given calendar depends on how your Salesforce admin sets up your org and the calendar sharing
options that your coworker has chosen.
You can view all events owned by people below you in the role hierarchy.
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Personal Edition
• In day, week, or month view, click Change next to the name at the top of the calendar, then
select the calendar that you want to view.
Calendar Views
Calendar views display your events in Salesforce.
1. Calendar Views in Lightning Experience
Your calendar displays all events that you own in Salesforce on the My Events Calendar. Calendars that you create from a Salesforce
object display data in date fields as calendar items. View, create, and edit your events in a day, week, or month view. You can also
see any calendars shared by colleagues that you’ve added to your view.
2. Calendar Views in Salesforce Classic
Calendar views display your own calendar and coworkers’ calendars along with list views of open tasks. On the Home tab, the
Calendar section shows upcoming events, a date picker for the month, and links to other calendar and activity views. You can share
your calendar with coworkers and print calendars and task lists.
Calendar Views in Lightning Experience
Your calendar displays all events that you own in Salesforce on the My Events Calendar. Calendars
that you create from a Salesforce object display data in date fields as calendar items. View, create,
and edit your events in a day, week, or month view. You can also see any calendars shared by
colleagues that you’ve added to your view.
EDITIONS
Available in Lightning
Experience
Available in: All Editions
except Group or Contact
Manager Editions
SEE ALSO:
Calendar Sharing in Lightning Experience
Considerations for Using Events and Calendars in Lightning Experience
Calendar Views in Salesforce Classic
Calendar views display your own calendar and coworkers’ calendars along with list views of open
tasks. On the Home tab, the Calendar section shows upcoming events, a date picker for the month,
and links to other calendar and activity views. You can share your calendar with coworkers and
print calendars and task lists.
EDITIONS
Available in: Salesforce
Classic
Available in: All Editions
except Group, Essentials, or
Contact Manager Editions
Where to Select or Switch Views
You access calendar views in the following locations.
• The Calendar section at the bottom of the Home tab. (If your Home tab doesn’t display the
Calendar section, ask your Salesforce admin to customize your home page layout.)
• The Calendar shortcut in the sidebar that opens your last used calendar view. (If your Salesforce admin has enabled the shortcut.)
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• The detail page for an event or a task
• An activities list view
When you hover your mouse over an event that you have permission to access, an overlay displays event details and actions that you
can perform. Your Salesforce admin configures the content of the overlays.
Day, Week, Month, and Activity Views
Calendar views display events as follows:
• A day at a time:
or Today
• A date that you choose using
• A week at a time:
or This Week
• In a week view, with or without weekends
• A month at a time:
or This Month
• On a day that you choose: Click in the week or month view
• In a list of activities (events and tasks):
Inside any calendar view, you can switch views by clicking the icon for a different view. In a week or month view, click a date to see that
day’s view.
Single-User View and Views of Other Calendars
The single-user view (
) displays up to 1,000 events in one month in any of the following:
• Your own calendar
• The calendar of another user (not available in Personal Edition)
• A public calendar
• A resource calendar
Click Change to switch users or calendars. Click Share My Calendar to allow other users to view your calendar. To reset your view to
your own calendar, click Back to My Calendar.
Note: Users above the activity owner in the role hierarchy can view activities related to another record, regardless of whether
your organization’s sharing settings specify hierarchies.
All single-user day and week views of a user’s calendar display a list of the user’s open tasks alongside the calendar. A drop-down list
lets you choose other views, for example overdue tasks or tasks due today.
By default, your daily and weekly calendar views display the range of hours specified as Start of Day and End of Day on
your Personal Information page.
If you sync events from Outlook using Salesforce for Outlook, you see a banner at the top of your calendar. The banner is linked to a list
of your unresolved events: synced Outlook events that haven’t been assigned to Salesforce records.
Multi-User View
The multi-user view ( ) displays several users’ calendars and activities together. Choose an existing list view of users from the View
drop-down list or click Create New View.
The view shows each person’s availability. A legend in the view shows busy and out-of-office time. If an event is set to show the time as
free, then multi-user views don’t display it.
Consider these limitations of the multi-user view:
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• Drag-and-drop editing isn’t available in the multi-user view.
• The multi-user calendar works differently in the partner portal. For example, partners can view events only on the calendars of people
in their own company and their channel manager.
Printable View
After you select a view and click Printable View, adjust the view before printing it.
• To send the printable view to a printer, click Print This Page.
• To change the dates before printing, click
,
, Today, This Week, or This Month.
• In a day or week view, select a different task list view if you like.
• In multi-user views, in the Sort by drop-down list, select Time to include all users’ events on a single calendar. Or select User to
display a separate calendar for each user.
Considerations for Using Events and Calendars
Salesforce always displays an event’s date and time in the time zone you’ve chosen in My Settings. Working with meetings and scheduling
is different in Lightning Experience and Salesforce Classic.
1. Considerations for Using Events and Calendars in Lightning Experience
When you use events and calendars in Lightning Experience, keep in mind these considerations for creating, updating, and owning
events and other calendar items.
2. Considerations for Using Events and Calendars in Salesforce Classic
Be aware of these considerations for creating, updating, owning, and inviting others to events in Salesforce Classic.
Considerations for Using Events and Calendars in Lightning Experience
When you use events and calendars in Lightning Experience, keep in mind these considerations
for creating, updating, and owning events and other calendar items.
EDITIONS
Calendar
Available in Lightning
Experience in: All Editions
except Personal and
Contact Manager Editions
Business Hours
Calendars don’t indicate the business hours selected in personal settings.
Calendar Views
You can’t hide weekends in the Calendar view.
List View Filtering
No list views are available for filtering calendars based on the Events or Tasks objects. The list view shows all your tasks, open and
closed, and all your events. For calendars created from other objects, list views with the scope My and All are supported, but list
views with the scope My Team are not.
Calendar Item Limit
You can view up to 150 calendar items total in the day or week view, including Salesforce events and the items on calendars you
create. Suppose that you select a calendar containing enough items to push the total past the limit in that view. Lightning Experience
displays an alert and hides items on other calendars.
Calendar Sharing and Ownership
You can share your My Events calendar with your manager or other colleagues, but not with personal and public groups or roles.
You can’t share calendars that you’ve created from Salesforce objects.
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Public Calendars and Resource Calendars
You can’t view public calendars or resource calendars created in Salesforce Classic.
Calendar Visibility for User-Created Calendars
When a user creates a calendar view from an object, only the user can see the calendar. Previously, anyone above the user in the
hierarchy, or anyone with the “View All Data” permission, could see—and—delete, the calendar. This extensive visibility could cause
slow response times.
Events
Activity Reminders
You can’t set reminders from New Task or New Event global actions, even if your admin add the Reminder Set field to the global
action layout. Event attendees don’t see reminders if the event syncs from Google Calendar™ or Microsoft® Exchange within 10
minutes of the set reminder time. (To work with the attendees field, reps must be set up to sync events using Lightning Sync for
Google or Microsoft Exchange.)
No Recurring Events
Lightning Experience doesn’t support recurring events, including creating and editing series. However, users can view and edit
individual occurrences of a recurring event created in Salesforce Classic. Recurring tasks are available.
Event Attendees
Lightning Experience offers event attendees, which are similar to event invitees in Salesforce Classic, with a few differences. To invite
or remove attendees from events in Lightning Experience:
• Users require an account with a Microsoft® Exchange or G Suite calendar application that supports Lightning Sync. See Lightning
Sync System Requirements in Salesforce Help.
• Admins have to set up Lightning Sync for users with the sync direction Sync Both Ways, Salesforce to Google, or Salesforce to
Exchange. These sync directions limit some Salesforce Classic functionality. See Considerations for Using Events and Calendars
in Salesforce Classic in Salesforce Help.
• Admins have to add the Attendees field to the Event page layout or the quick actions layout for events. The Attendees field isn’t
supported for Compact Layouts.
• Meeting srganizers have to create or edit events from Lightning Experience, any of the Salesforce apps, or (if syncing both ways),
their Microsoft or Google calendars. If meeting organizers create or edit records in Salesforce Classic, they can’t work with the
attendees field and events don’t sync.
To see attendees on events and for attendees to sync between Microsoft or Google and Salesforce:
• Users require an account with a Microsoft® Exchange or G Suite calendar application that supports Lightning Sync. See Lightning
Sync System Requirements in Salesforce Help.
• Admins have to set up users to sync in any direction using Lightning Sync for Google or Lightning Sync for Microsoft Exchange.
These sync directions limit some Salesforce Classic functionality. See Considerations for Using Events and Calendars in Salesforce
Classic
• Admins have to add the Attendees field to the Event page layout or the quick actions layout for events. The Attendees field isn’t
supported for Compact Layouts.
• Meeting organizers have to create or edit events from Lightning Experience, any of the Salesforce apps, or (if organizers are
syncing both ways), their Microsoft or Google calendars. If meeting organizers create or edit records in Salesforce Classic, they
can’t work with the attendees field and events don’t sync.
Event Invitations
To send event invitations for Lightning Experience events.
• Users require an account with a Microsoft® Exchange or G Suite calendar application that supports Lightning Sync. See Lightning
Sync System Requirements in Salesforce Help.
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• Admins have to set up Lightning Sync for users with the sync direction Sync Both Ways, Salesforce to Google, or Salesforce to
Exchange. These sync directions limit some Salesforce Classic functionality. See Considerations for Using Events and Calendars
in Salesforce Classic in Salesforce Help.
• Admins have to add the Attendees field to the Event page layout or the quick actions layout for events. The Attendees field isn’t
supported for Compact Layouts.
• Meeting organizers have to create or edit events from Lightning Experience, the Salesforce app, or their Microsoft or Google
Calendar. If meeting organizers create or edit records in Salesforce Classic, they can’t work with the attendees field and events
don’t sync.
Invitations initiated in Lightning Experience are emailed from Microsoft® Exchange or Google Calendar™. Attendees can accept or
decline event invitations from those email or calendar applications only. Attendee responses then sync to Salesforce so that other
attendees can see attendance status.
Export Events
You can’t create an event for another calendar application using the Export Event (formerly Add to Outlook) button. However, if
you're set up to sync events using Lightning Sync, events you create and edit from Lightning Experience or any of the Salesforce
apps sync to Microsoft® calendars or Google Calendar™ automatically.
Follow-Up Events
Lightning Experience doesn’t display the Create Follow-Up Event button for creating an event on a record. Instead, the composer
on a record for an opportunity, a lead, an account, or a contact prefills the Name and Related To fields on events.
The ability to create a new task reusing some event fields (Save and New Event) and create a new event reusing some Task fields
(Save and New Task) is limited to Salesforce Classic.
Considerations for Selecting Attendee Features by Lightning Sync Setting
Admins can select these Lightning Sync settings to give reps access to certain attendee features in Lightning Experience and all
versions of the Salesforce app.
Considerations for Selecting Attendee Features by Lightning Sync Setting
Admins can select these Lightning Sync settings to give reps access to certain attendee features in
Lightning Experience and all versions of the Salesforce app.
EDITIONS
Admins can select these Lightning Sync settings to give reps access to certain attendee features.
Available in: Lightning
Experience and all versions
of the Salesforce app
These people
Can do these
things with
attendees and
event invitations
From these
applications
If admins select
this sync direction
for Lightning Sync
Event organizers
Add or remove
attendees
Lightning Experience,
any version of the
Salesforce app, or (if
syncing both ways)
supported Microsoft
Exchange or Google
calendars
Sync both ways,
Salesforce to Google,
or Salesforce to
Exchange
Salesforce users with
access to view an
event
See attendees and
Lightning Experience, Any sync direction
their attendance status any version of the
on the event
Salesforce app, or
supported Microsoft
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Available in: Professional,
Enterprise, Unlimited, and
Developer Editions
Sales Productivity
These people
Events and Calendars
Can do these things with
attendees and event
invitations
From these applications
If admins select this sync
direction for Lightning Sync
Exchange or Google calendars
Contacts, leads, or other
Respond to event invitations
Salesforce users working from
supported versions of Microsoft
Exchange and Google Calendar
Their Microsoft Exchange or
Google calendars
No specific sync direction
required
Considerations for Using Events and Calendars in Salesforce Classic
Be aware of these considerations for creating, updating, owning, and inviting others to events in
Salesforce Classic.
EDITIONS
Available in Salesforce
Classic in: All Editions
Event Editing
Permission to Edit Other People’s Events
Your org’s calendar sharing model and your personal calendar sharing control permission to
edit other people’s events. However, regardless of these settings, managers in the role hierarchy
can always edit events owned by people who report to them.
Events with invitees not
available in: Personal
Edition
Permission to Edit Public Calendars and Resource Calendars
The calendar sharing model controls permission to edit events in public and resource calendars.
Changes to Fields in Single Events and Their Series
If you change a field in a single event and then change that field in the series, the series change overrides the change to the single
event.
Event Deletion
Declining Event Invitations
If you decline an event that you’ve been invited to, Salesforce removes the event from your calendar. Only the event owner can
delete an event with invitees.
Notification for Deleted Event Series
If an event owner deletes a series of recurring events, every invitee receives an email notification that the series of events has been
canceled.
Handling of Past and Future Events in Deleted Series
If you delete a series of events, you delete only future events. Events that have already happened aren’t affected.
If a series is deleted and it contains events that occurred in the past, the series isn’t moved to the Recycle Bin. As s a result, the series
can’t be restored from the Recycle Bin.
If a series is deleted and it doesn’t contain past events, Salesforce moves the series to the Recycle Bin. Individual events that were
part of the series aren’t moved to the Recycle Bin.
Handling of Series Restored from Recycle Bin
If you restore a series from the Recycle Bin, single events are created. Those single events contain both the details defined by the
series and any changes or additions made to them individually before the series was deleted.
Deleted Public Calendars
If you delete a public calendar, Salesforce doesn’t put it in the Recycle Bin.
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Recurring Events (
Events and Calendars
)
Effects of Changes to an Event Series and Single Events in a Series
Warning: Changes to any fields in an event series overrides changes previously made to single events.
If you change the following settings, the status of invitees for future events is reset to Not Responded. You lose messages sent
with invitees’ responses and other changes to single future events. Triggers and workflows are also reset, and links to future
events break.
• All-day event checkbox
• Start or end time
• Location
• Recurrence frequency
• Recurrence start or end date, if you send updates to invitees
If you don’t send updates, and you only extend the recurrence end date, then future events aren’t affected.
Display of Original and New Start or End Time for a Changed Series
If the organizer changes the scheduled time of an event in a recurring series, the calendar views and the Home tab’s Calendar section
show the updated time. However, the detail page of the single event continues to show you the original time until you accept or
decline the series.
Maximum Number of Single Events in a Series
• Daily: 100
• Weekly: 53
• Monthly: 60
• Yearly: 10
Click Calculate max end date to enter the maximum end date allowed for the frequency that you selected.
Duration of Events
If your Salesforce admin has enabled multiday events, then you can create events up to 14 days long, except recurring events. When
you create a recurring event, the maximum duration of the single events in the series is 24 hours. After you create the series, you
can change the duration to up to 14 days if your Salesforce admin has enabled multiday events.
Event Reminders
If you create a recurring event and you leave the reminder checkbox selected, you receive a reminder for each single event in the
series.
Attachments to Events
You can attach files to a series of recurring events. After you create a series, you can add or delete attachments to each single event
in the series.
Attachments are displayed on the event detail page only, not on the detail page for other records that the event is related to. If you
don’t see the Attachments related list on the event detail page, ask your Salesforce admin to add it to the event page layout.
Inviting People and Scheduling Resources
Access Requirements for Inviting People and Resources
You need at least read access to the contacts and leads that you invite to an event. You need at least “Add Events” on a resource to
invite it to an event.
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Permission to Edit Events with Invitees
identifies an event with one or more invitees. You can edit an event that you’ve invited people to only if you own the event. If
the event isn’t a recurring event, you can assign it to a different person.
If you want to send an email update, you can send it to all invitees or only to the people you added or deleted during editing.
Event Attendance
Declining an event removes it from your calendar. The event owner doesn’t receive an email notification when an invitee accepts
or declines an invitation.
Maximum Number of Invitees
The maximum number of invitees for regular events is 1,000. However, for recurring events, the maximum is 100.
Relating Events to Multiple Contacts (Shared Activities)
Maximum Number of Related Contacts
You can relate an event to up to 50 contacts (but only one lead) in the Name field, including one primary contact. If you don’t see
next to the Name field, ask your administrator to enable Shared Activities.
No Support for Recurring Events or Multiple Event Owners
You can’t relate multiple contacts to a recurring event series or an event owned by multiple people.
Assigning Events to Coworkers
Default Event Owner
By default, an event is assigned to the user who creates it. To assign independent copies of a new event to multiple people, click
next to Assigned To. Inn the window that opens, click the Multiple Users tab. The Assigned To field isn’t available in
Personal Edition.
Events in Chatter
New Events in Chatter Feeds
If a new event is related to a record like a lead, account, or custom object, the event appears in the feed for that record. On any record
that you follow, you see feed items for all events, regardless of who created them.
Creating Events in Feeds
Your Salesforce admin specifies whether you can use Chatter to create events for different types of records. For example, some
people can view but not create events in the feeds for accounts that they have access to.
No Recurring Events in Chatter
Your Chatter feed doesn’t display recurring events, either in series or singly, and you can’t follow recurring events in Chatter.
Reminders
No Reminders from Global Actions
You can’t set reminders from New Task or New Event global actions, even if your admin add the Reminder Set field to the global
action layout.
Attendees and Lightning Sync
To work with event attendees in Lightning Experience or the Salesforce app, your admin is also required to set up Lightning Sync. If
you’re set up with the sync directions Sync Both Ways, Salesforce to Google, or Salesforce to Exchange, some Calendar functionality in
Salesforce Classic is limited.
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• Users can only see event attendees in Salesforce Classic.
• Users can add or remove attendees from Lightning Experience or the Salesforce app.
• The Multi-View Calendar is disabled.
SEE ALSO:
Calendar Views in Salesforce Classic
Considerations for Syncing Events from Your Calendar Application to Salesforce Only
Scheduling and Invitations in Salesforce Classic
Reps can invite people to meetings and see meeting responses in Lightning Experience, Salesforce
Classic, and the Salesforce app. Reps can also accept meeting invites and create a Microsoft® Outlook®
appointment for an event in Salesforce Classic.
1. Invite People to an Event and Schedule Resources in Salesforce Classic
Invite users, contacts, and leads to a meeting, and schedule meeting resources.
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Personal Edition
2. Quickly Schedule a Meeting About an Account, a Contact, or a Lead in Salesforce Classic
Drag-and-drop scheduling lets you schedule events related to accounts, contacts, and leads without leaving the list view page. You
drag records from list views onto weekly calendar views and enter the details of the event in an overlay.
3. Export Events to Other Calendar Applications from Salesforce Classic
Export an event from the event detail page so that you can import it into Microsoft® Outlook®, Google Calendar™, or any calendar
application that supports .ics files.
4. Create an Event in a Public Calendar in Salesforce Classic
A public calendar contains a schedule of events that is available to a group of users, such as a sales events calendar for a sales
department. If your Salesforce admin has set up a public calendar and you’re assigned to that group, you can view the calendar. You
can also add an event just as you would add an event to your own calendar.
5. Respond to Event Invitations
You accept or decline an event invitation differently depending on whether the event organizer invited you from Salesforce Classic
or Lightning Experience.
Invite People to an Event and Schedule Resources in Salesforce Classic
Invite users, contacts, and leads to a meeting, and schedule meeting resources.
EDITIONS
.
1. On the Event detail page, in the Select Invitees section, click Select.
2. In the Select Invitees dialog box, search for the type of invitee: users, leads, contacts, or resources.
Available in Salesforce
Classic in: All Editions Except
PersonalEdition
3. Enter a name or part of a name or leave the field blank to expand the search. Click Find.
4.
Use
and
to select and deselect people or resources. To invite more people or
resources, search again and select the invitees you want.
5. Click Done.
6. Review the calendar of each invitee and adjust the date and time of the event if necessary.
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USER PERMISSIONS
To invite people to an event:
• Edit Events
Sales Productivity
Events and Calendars
The availability of invitees is indicated in color on their calendars: busy time is blue and out-of-office time is red. If an invitee has
more than one event scheduled for a particular time, all the events are shown on the calendar. To see the details of an event, hover
your mouse over the event on the calendar.
7. To remove an invitee from an event, click Remove next to the invitee’s name.
8. Click Save & Send Update.
Invited leads, contacts, and person accounts receive an email containing a link to a web page. They can accept or decline the invitation
for the event or event series. You also receive an email summary of the event. If an invited resource is available at the given time,
the resource automatically accepts the invitation.
Quickly Schedule a Meeting About an Account, a Contact, or a Lead in Salesforce Classic
Drag-and-drop scheduling lets you schedule events related to accounts, contacts, and leads without
leaving the list view page. You drag records from list views onto weekly calendar views and enter
the details of the event in an overlay.
If you don’t see the
scheduling.
Open Calendar link, ask your administrator to enable drag-and-drop
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Personal
1. Click the Open Calendar link at the bottom of a list view.
A weekly view of a calendar appears below view.
USER PERMISSIONS
2. Drag a record from the list to a time slot on the calendar.
A popup window for creating an event appears. The event is already related to the record that
you dragged from the list view.
To enable drag-and-drop
scheduling:
• Customize Application
Open Calendar link appears only at the bottom of list views for accounts, contacts,
• The
and leads.
To create events:
• Edit Events
• Drag-and-drop scheduling isn’t available for the Console tab, events that people have been
invited to, recurring events, accessibility mode, or Connect Offline.
• List views that include drag-and-drop scheduling can take slightly longer than usual to be
displayed.
• When you drag the bar in between the list and calendar to resize either one, the size is saved
for all views in which you use drag-and-drop scheduling. You can resize the list and calendar
at any time.
USER PERMISSIONS
To create events:
• Edit Events
Export Events to Other Calendar Applications from Salesforce Classic
Export an event from the event detail page so that you can import it into Microsoft® Outlook®,
Google Calendar™, or any calendar application that supports .ics files.
EDITIONS
Available in Salesforce
Classic in: All Editions
The .ics file format retains these event details:
• Full UTF-8 encoding for multi-language support
• Attendee and attendance status
• Last modified and created dates
• Reminder settings and details
To export an event, follow these steps.
1. On the detail page for an event, click Export Event.
2. Save the file to your computer as an .ics file.
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Events and Calendars
3. Follow the instructions supplied by your other calendar application to import the event into that calendar.
SEE ALSO:
Learn About Lightning Sync for Microsoft® Exchange Features
Lightning for Outlook: Set Up Sales Reps to Experience Salesforce from Microsoft® Outlook®
Create an Event in a Public Calendar in Salesforce Classic
A public calendar contains a schedule of events that is available to a group of users, such as a sales
events calendar for a sales department. If your Salesforce admin has set up a public calendar and
you’re assigned to that group, you can view the calendar. You can also add an event just as you
would add an event to your own calendar.
1. On a calendar view, click [Change] to switch to a public calendar.
2. Choose the time and date of the event:
• On the day view, click a time such as 9:00 AM to add an event.
• On the week or month view, click
to add an event on a particular date.
3. Enter the details of your event.
4. Click Save. Alternatively, click Save & New Task to save the event and begin creating a task,
or Save & New Event to save and begin creating an event.
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Personal, Essentials, and
Group Editions
USER PERMISSIONS
To create an event in a
public calendar:
• Edit Events
Respond to Event Invitations
You accept or decline an event invitation differently depending on whether the event organizer
invited you from Salesforce Classic or Lightning Experience.
Respond to Event Invitations Sent from Lightning Experience or the Salesforce App
When a coworker invites you to an event, you receive an email containing a link to the event.
Invitations initiated from Lightning Experience and the Salesforce app are emailed from
Microsoft® Exchange or Google Calendar™. Working with attendees in Lightning Experience
requires you to sync events with those systems. Accept or decline event invitations from those
emails or those calendar applications only. Your responses then sync to Salesforce so that other
attendees can see your attendance status.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Essentials, Personal
Edition, and Database.com
Respond to Event Invitations Sent from Salesforce Classic
When a coworker invites you to an event, you receive an email containing a link to the event. Invitations initiated in Salesforce Classic
are emailed from Salesforce. Accept or decline invitations from the event record.
SEE ALSO:
Export Events to Other Calendar Applications from Salesforce Classic
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Sales Productivity
Guidelines for Tracking Activities
Respond to Event Invitations Sent from Lightning Experience or the Salesforce App
When a coworker invites you to an event, you receive an email containing a link to the event.
Invitations initiated from Lightning Experience and the Salesforce app are emailed from Microsoft®
Exchange or Google Calendar™. Working with attendees in Lightning Experience requires you to
sync events with those systems. Accept or decline event invitations from those emails or those
calendar applications only. Your responses then sync to Salesforce so that other attendees can see
your attendance status.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Essentials, Personal
Edition, and Database.com
Respond to Event Invitations Sent from Salesforce Classic
When a coworker invites you to an event, you receive an email containing a link to the event.
Invitations initiated in Salesforce Classic are emailed from Salesforce. Accept or decline invitations
from the event record.
1. Click the event description.
2. If the event is a single event, click Accept Meeting or Decline Meeting. If you’re invited to a
series of events, click Accept Series or Decline Series.
Note: If you want to attend some events in a series of events but decline the others,
accept the series and then decline specific events.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
except Essentials, Personal
Edition, and Database.com
Guidelines for Tracking Activities
Review guidelines for tracking tasks and events, including how activity access is determined, how
record-activity relationships work, and how the last activity date on a record is determined.
EDITIONS
Record and Activity Relationships
Available in the Salesforce
app, Salesforce Classic, and
Lightning Experience
An activity’s Related To field helps determine an activity’s relationship to an account.
Content of the Related To Field
Record That the Activity Rolls Up To
An account
That account
An opportunity
The account on that opportunity
A contract
The account on that contract
A custom object with master-detail relationship The account on that custom object record
with the account object
Something other than the above, including
empty
The contact’s primary account
If Shared Activities is enabled, then an activity is also related to each contact’s primary account.
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Available in: All Editions
Sales Productivity
Guidelines for Tracking Activities
Last Activity Date
• The last activity date for a record is either the due date of the most recently logged event against the record or the most recently
closed task associated with the record.
• The last activity date for an account record is based on all the activities that roll up to the account via the Related To field. For
an account, the last activity date can represent an activity that’s related to an opportunity. The last activity date for a contact or lead
is based on all the activities that are related to that contact or lead via the Name field.
• If Shared Activities is enabled, an account’s last activity date is still based on the activities that roll up to the account via the Related
To field. But if the Related To field is blank, the activities are based on the primary contact’s account. The last activity date for
contacts and leads is based on only the activities where the contact or lead is the primary contact on the activity.
Activity Access
Your access to other people’s events and tasks is based on your:
• Role—You have access to view and edit your own activities plus activities assigned to people below you in the role hierarchy.
• Sharing Model—When the activity sharing model is “Controlled By Parent,” people with “View All” permission for the type of object
on the related record can view the activity.
You can view an activity if:
• You’re assigned to the activity
• You’re above the user assigned to the activity in the role hierarchy
• You have at least read access to the record to which the activity is related
• You have the “View All Data” permission
• You have the “View All” object-level permission for at least one contact and the related opportunity, account or case, and Shared
Activities is enabled
• You have the “View All” object-level permission for the related opportunity or account, where the sharing model applied to the
record is “Controlled By Parent”, and Shared Activities isn’t enabled
You can edit or delete an activity if:
• You have the “Edit Tasks” and “Edit Events” permissions
AND
• You’re assigned to the activity
OR
• You’re above the user assigned to the activity in the role hierarchy
OR
• You have the “Modify All” object-level permission in the related record, where the record’s sharing model is “Controlled By Parent.”
(with Shared Activities enabled, you need the “Modify All” object-level permission for at least one contact and the related record)
OR
• You have the “Modify All Data” permission
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Sales Productivity
Activity Timeline
Activity Timeline
In Lightning Experience, records don’t show the Open Activities and Activity History related lists.
Instead, track your activities in the activity timeline, which is supported for accounts, contacts,
contracts, leads, opportunities, and activity-enabled custom objects.
In some Salesforce orgs, page layouts or record types need adjustments to prevent tabs from
disappearing from the activity composer. Also, if you customize the display and order of fields in
the activity timeline, be aware of the behavior of certain fields.
On the detail page for objects that support activities, Lightning Experience doesn’t display Open
Activities or Activity History along with other related lists. It displays the activity timeline instead.
EDITIONS
Available in Lightning
Experience in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
You can customize the activity timeline using the Lightning App Builder. To represent all activities from future to past, the activity timeline
displays open activities in the opposite order from the Open Activities related list. Under Next Steps, the timeline displays open activities
in chronological order from top to bottom. Undated tasks appear at the top and overdue tasks appear last.
Activity Summary
The second row of an activity in the activity timeline is a summary of the activity. Key fields provide a quick context about the activity.
Note: The activity timeline’s summary for emails saved as tasks is enriched when Enhanced Email is turned on. There are
limitations in the activity timeline when logging emails as tasks from Lightning for Outlook and Inbox.
Display and Order of Fields
In the activity timeline, you can customize the display and order of fields when an activity is expanded for events, tasks, and logged
calls using event and task compact layouts. Even if you remove certain fields from a compact layout, they remain in the activity
timeline because they contain essential activity information. For example, suppose that you remove the due date, the date and time,
or the task status fields from a compact layout. The event start date and time, the task checkbox, the task due date, and the call
logging date still appear on activities in the timeline. The description field for events and the comments field for tasks also always
appear in the timeline, although they aren’t available in the compact layout. The remaining fields visible in the timeline reflect the
fields you include in the compact layout.
Task and Event Compact Layouts
For compact layouts for tasks and events, these considerations also apply:
• The first field is always skipped
• If a record doesn’t have data for a field, the field is skipped
Icons
The icons for activity types (events, tasks, calls, and email) in the timeline aren’t customizable.
SEE ALSO:
Lightning Experience Pro Tip: Tailor the Activity Timeline for Your Lightning Experience Users
Activities Reports
Run standard or custom reports that display details about your tasks or events and their related contacts, accounts, opportunities, and
other associated records.
Report on the Primary Contacts for Activities
Create a custom report that shows the primary contact for each of your activities.
Report on the Number of Contacts Related to Activities in Salesforce Classic
Create a report that shows the number of contacts associated with each of your activities.
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Sales Productivity
Activities Reports
Report on Activities Related to Other Records in Salesforce Classic
Create a report that shows which customers sales reps are spending their time with.
Report on Contacts Related to Activities in Salesforce Classic
Create a report that shows all contacts related to each of your activities.
Report on Meetings with Customers
Create a custom report that shows which customers sales reps are spending their time with.
Report on the Primary Contacts for Activities
Create a custom report that shows the primary contact for each of your activities.
EDITIONS
1. Click the Reports tab.
3. Click New Custom Report Type.
Available in Lightning
Experience and Salesforce
Classic
4. Expand the Activities folder.
Available in: All Editions
2. Click New Report....
5. Click Tasks and Events.
6. Click Create
USER PERMISSIONS
7. Drag and drop the Contact field onto the report.
8. Drag and drop other fields that you want to include in the report.
9. Click Run Report.
To run reports:
• Create and Customize
Reports and Report
Builder
10. Save the report.
Report on the Number of Contacts Related to Activities in Salesforce Classic
Create a report that shows the number of contacts associated with each of your activities.
EDITIONS
1. Click the Reports tab.
3. Click New Custom Report Type.
Available in Lightning
Experience and Salesforce
Classic
4. Expand the Activities folder.
Available in: All Editions
2. Click New Report....
5. Click a report. (For example, click Activities with Accounts.)
6. Click Create
USER PERMISSIONS
7. Drag and drop the Relation Count field onto the report.
8. Drag and drop other fields that you want to include in the report.
9. Click Run Report.
10. Save the report.
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To run reports:
• Create and Customize
Reports and Report
Builder
Sales Productivity
Activities Reports
Report on Activities Related to Other Records in Salesforce Classic
Create a report that shows which customers sales reps are spending their time with.
EDITIONS
1. Click the Reports tab.
3. Click New Custom Report Type.
Available in Lightning
Experience and Salesforce
Classic
4. Expand the Activities folder.
Available in: All Editions
2. Click New Report....
5. Click a report. (For example, click Activities with Accounts.)
6. Click Create
USER PERMISSIONS
7. Drag and drop the fields that you want to include in the report.
8. Click Run Report.
9. Save the report.
To run reports:
• Create and Customize
Reports and Report
Builder
Report on Contacts Related to Activities in Salesforce Classic
Create a report that shows all contacts related to each of your activities.
EDITIONS
1. Click the Reports tab.
3. Click New Custom Report Type.
Available in Lightning
Experience and Salesforce
Classic
4. Expand the Activities folder.
Available in: All Editions
2. Click New Report....
5. Click Activities with Contacts.
6. Click Create
USER PERMISSIONS
7. Drag and drop at least 1 Contact field onto the report.
8. Drag and drop other fields that you want to include in the report.
9. Click Run Report.
10. Save the report.
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To run reports:
• Create and Customize
Reports and Report
Builder
Sales Productivity
View Archived Activities
Report on Meetings with Customers
Create a custom report that shows which customers sales reps are spending their time with.
EDITIONS
1. From Setup, enter Report Types in the Quick Find box, then select Report Types.
3. Click New Custom Report Type.
Available in Lightning
Experience and Salesforce
Classic
4. For Primary Object, select Users. Fill in the other required fields.
Available in: All Editions
2. If the Custom Report Type welcome page opens, click Continue.
5. Click Next.
6. Relate Users to Activity Relationships.
USER PERMISSIONS
7. Click Save.
8. To define the fields for the report, click Edit Layout.
9. To the layout, add several Activity Relationships fields: Date, Subject, Name, Related
To, Relation Count.
To create, edit, and delete
reports:
• Create and Customize
Reports and Report
Builder
10. Change the label for the Name field to Contact. Change the Related To field to Opportunity.
11. Click Save.
12. For each field, select the option to display the field by default.
13. Create a report.
14. In the Reports tab, select the report type that you created.
15. Choose Summary Format, and create a grouping by Full Name.
16. Run and save the report.
If Shared Activities isn’t enabled, custom reports based on activity relationships don’t include event organizers along with invitees. They
also don’t show events to which no one has been invited.
SEE ALSO:
Create a Custom Report Type
Design the Field Layout for Reports Created From Your Custom Report Type
Create a Report
Creating a Custom Report
View Archived Activities
Find and view the activities Salesforce has archived.
EDITIONS
Salesforce archives these activities:
• Closed tasks created more than 365 days ago (if they have no due date)
Available in Salesforce
Classic, Lightning
Experience, the Salesforce
app
Salesforce doesn’t delete archived activities, but you can manually delete them.
Available in: All Editions
• Events that ended more than 365 days ago
• Closed tasks due more than 365 days ago
When you create or refresh a sandbox, archived activities aren’t copied.
You can view archived activities in exported data and in certain locations in Salesforce.
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Sales Productivity
Activity Reminders in Salesforce Classic
Lightning Experience
In the activity timeline, open the More Past Activity dropdown, and select View All.
The archived activities open in a new tab.
Salesforce Classic
View archived activities in these locations in Salesforce Classic:
• In the Activity History related list or by clicking View All
• In the printable view of the record in the Name or Related To field
• Using the URL for the activity, if you know it
Activity Reminders in Salesforce Classic
Salesforce displays event and task reminders in a reminder window. When you’re using Salesforce
Classic, the reminder window opens whenever a reminder is triggered. When you log in to Salesforce
Classic, a sound plays if you have reminders that have been triggered since the last time you logged
in. You can customize reminders in your personal settings.
354
EDITIONS
Available in Salesforce
Classic in: All Editions Except
Database.com
Sales Productivity
Activity Reminders in Salesforce Classic
Information in Reminder Windows
• Up to 100 of the oldest reminders that you haven’t dismissed
• The type of activity—event or task
• The activity subject (click to see activity details)
• When the event is scheduled to start or the task is due
• When the reminder is due or that the reminder is overdue
Order of Reminders
Event reminders are sorted by start date and time, and task reminders are sorted by due date. If the option Sort reminder window
by due date is not set, the window displays reminders in the following order:
1. The task and event reminder date and time.
2. The task due date or the event start date and time.
3. Ascending alphabetical order by subject.
If Sort reminder window by due date is set, the reminders are displayed in the following order:
1. The task due date or the event start date and time; if the task has no due date, then the reminder window displays it first
2. The task and event reminder date and time
3. Ascending alphabetical order by subject
Display of Dates and Times
The table shows how reminders display the event start time or task due date.
Activity Type
Due Date or Time That You
Specified
Due Date or Start Time Shown in the Reminder
Event
An event time
The date and time that you selected when you created or edited the
event
An all-day event
The date that you selected and the time set for Start of day
in your Personal Information Settings page
A due date
The date that you selected when you created or edited the task
No due date
The value None
Task
Customizable Reminder Settings
Follow these steps to customize your reminder settings.
1. From your personal settings, enter Reminders in the Quick Find box, then select Activity Reminders.
2. Change the settings as desired.
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Activity Reminders in Salesforce Classic
Table 8: Reminder Settings
Setting
Result When Setting Is Enabled
Show reminders
The reminder window opens when a reminder is due.
Play reminder sounds
Salesforce plays a reminder sound when a reminder is due.
Set default event reminders to:
Salesforce sets a reminder on all new events. You choose the
amount of time before the event start time when you want a
reminder; the default is 15 minutes. You can disable the reminder
or change the reminder time when you edit an event.
Set default task and all-day event
reminders to:
Salesforce sets a reminder on all new tasks. You choose the date
and time when you want task reminders; the default is 8:00 AM
the day that a task is due. You can disable the reminder or change
the reminder time when you edit a task.
Sort reminder window by due date
Salesforce sorts reminders by due date first and then by the
reminder date and time.
If Salesforce doesn’t display reminders that you’ve set, make sure that your browser isn’t blocking pop-ups. To test your settings, click
Open a Test Reminder in the Does Your Browser Block Reminders? section.
Snoozing Reminders
You can snooze one or more reminders at a time. The default snooze option is to remind you again in 5 minutes.
If you click Snooze when Sort reminder window by due date is not selected, the time overdue is based on the snooze
time when the reminder opens again. If you close the reminder window, it opens again when you’re notified of the next reminder.
Dismissing Reminders
You can dismiss one or more reminders at a time. To dismiss all reminders in the window, click Dismiss All. If the number of reminders
exceeded 100 before you clicked Dismiss All, then after you click Dismiss All, the window displays the additional reminders.
Disabling individual preferences for displaying event and task reminders erases users’ activity reminder settings. If you re-enable activity
reminders later, users receive reminders only for activities they create or edit after you re-enable the setting.
SEE ALSO:
Personalize Your Salesforce Experience
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Sales Productivity
Considerations for Enabling Shared Activities
Considerations for Enabling Shared Activities
If you enable shared activities, or if it’s enabled by default in your Salesforce org, you can’t disable
it.
EDITIONS
• If a Visualforce page uses the standard controller to display Shared Activities events, use API
version 26.0 or later.
Available in Lightning
Experience and Salesforce
Classic
• You can't relate a task or event to additional contacts if it's already related to a lead.
• When more than one contact is related to an event, activity reports don’t show child events to
that event if they are assigned to users who aren’t below you in the role hierarchy.
• If you enable Shared Activities, then an activity is also related to each contact’s primary account.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
• If you enable Shared Activities, the last activity date on account records is based on the activities
that roll up to the account via the Related To field. However, if the Related To field
is blank, the activities are based on the primary contact’s account. The last activity date for contacts and leads is based on only the
activities where the contact or lead is the primary contact on the activity.
• If you enable Shared Activities, users must designate one contact as the primary contact on the activity. If you delete the primary
contact, the next contact on the activity’s related list becomes the new primary contact. Or you can manually edit the activity to
select a primary contact. Lists and reports display primary and secondary contacts differently.
• If you don’t enable Shared Activities, custom reports based on activity relationships:
– Show only invitees to an event but not the organizer.
– Don’t show events to which no one has been invited.
• If you don’t enable Shared Activities, custom report types that use activity custom lookup field relationships aren’t supported.
• If you don’t enable Shared Activities and a sales rep sends an email to multiple contacts, Salesforce creates a closed task for each
contact. As a result, Salesforce creates duplicate records instead of just one task corresponding to the email.
Considerations for Disabling Roll Up of Activities to a Contact’s Primary
Account
When an activity is associated to a contact using the Related To field, the activity is also displayed
under the contact’s primary account. Before deciding whether to change this default rollup behavior,
review some considerations, including how it affects activities, person accounts, and opportunities.
• When you change the roll up setting, only new activities are affected. Existing activities are only
affected if they’re updated in a way that causes the roll up to be recalculated, such as when an
activity is closed.
EDITIONS
Available in: Lightning
Experience and Salesforce
Classic
Available in: All Editions
• The activity’s Related To field determines which account an activity will roll up to. The
activity doesn’t roll up to the primary account of the contact that’s specified in the Name field.
• Activities that roll up to an account via the Related To field determine the last activity date on the account. The Name field
on activities is always ignored when determining an account’s last activity date.
• In Salesforce Classic, changing the rollup behavior doesn’t affect person accounts. When an activity is related to a person account
via either the Related To field or the Name field, the activity will always appear on the person account record. That’s because
a person account is its own primary account.
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Sales Productivity
Set Up Activities for Your Sales Reps
• If you create an activity while converting a lead but don’t create an opportunity from the lead, the activity doesn’t roll up to the lead’s
primary account regardless of what’s specified by the activity rollup setting.
SEE ALSO:
Contacts to Multiple Accounts
Set Up Activities for Your Sales Reps
Optimize the way that your sales reps can manage events, calendars, and tasks.
EDITIONS
1. Enable Shared Activities
With shared activities, users can relate up to 50 contacts (but only 1 lead) to an event or a task.
Available in: Lightning
Experience and Salesforce
Classic
2. Enable Roll Up of Activities to a Contact’s Primary Account
When an activity is associated with a contact, the activity is also displayed on the contact’s
primary account. If you let users relate contacts to multiple accounts, we recommend deselecting
this option.
Available in: All Editions
3. Enable Activity Reminders
Let users set individual preferences for displaying event and task reminders.
4. Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity Composer
If your page layouts have been customized and you don’t see the Log a Call, New Event, New Task, or Send an Email buttons on the
activity composer, you can add them. Just add the appropriate buttons to the Salesforce Mobile and Lightning Experience Actions
section of page layouts.
Enable Shared Activities
With shared activities, users can relate up to 50 contacts (but only 1 lead) to an event or a task.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Allow users to relate multiple contacts to events and tasks.
3. Click Submit.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
4. To show related contacts on event and task detail pages, ensure that the Name related list is
included on event and task page layouts. The items in the Name related list aren’t fields, so they
don’t adhere to field-level security settings.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
After enablement, it can take up to 48 hours for shared activities to be ready. During this process,
sales reps can continue working with events and tasks. The Activity Settings page in Setup displays
messages about the status and what to do if the process doesn’t finish.
USER PERMISSIONS
To enable shared activities:
• Customize Application
and Modify All Data
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Sales Productivity
Set Up Activities for Your Sales Reps
Enable Roll Up of Activities to a Contact’s Primary Account
When an activity is associated with a contact, the activity is also displayed on the contact’s primary
account. If you let users relate contacts to multiple accounts, we recommend deselecting this
option.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Roll up activities to a contact’s primary account.
3. Click Submit.
When you change the roll up setting, only new activities are affected. Existing activities are only
affected if they’re updated in a way that causes the roll up to be recalculated, such as when an
activity is closed.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To enable roll up of activities
to a contact’s primary
account:
• Customize Application
and Modify All Data
Enable Activity Reminders
Let users set individual preferences for displaying event and task reminders.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
2. Select Enable Activity Reminders.
3. Click Submit.
EDITIONS
Available in Lightning
Experience and Salesforce
Classic
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To enable activity reminders:
• Customize Application
and Modify All Data
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Sales Productivity
Notes
Add Send an Email, Log a Call, New Event, and New Task Buttons to the Activity
Composer
If your page layouts have been customized and you don’t see the Log a Call, New Event, New Task,
or Send an Email buttons on the activity composer, you can add them. Just add the appropriate
buttons to the Salesforce Mobile and Lightning Experience Actions section of page layouts.
1. View the page layout for the object you want to update.
2. Make sure buttons for New Task, New Event, Log a Call, and Send an Email (not Send Email)
are added to the Salesforce Mobile and Lightning Experience Actions section of the page layout.
USER PERMISSIONS
To add buttons to page
layouts:
• Customize Application
and Modify All Data
Make sure your users have permission to create new tasks and events, log calls, and send email.
EDITIONS
SEE ALSO:
Available in Lightning
Experience in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
Actions in Lightning Experience
How Actions Are Ordered in Lightning Experience
Page Layouts
Permission Sets
Notes
Stay organized and on top of all your deals by adding notes to accounts, contacts, leads,
opportunities, and more. With Notes, Salesforce’s enhanced note-taking tool, you can use rich text,
lists, and images in your notes; relate notes to multiple records; and create notes in Lightning
Experience.
Guidelines for Working with Notes
Review guidelines for creating and managing notes, including where to manage your notes,
deleting notes, and note ownership.
Increase Collaboration by Sharing Notes
Increase collaboration on deals by sharing your notes with people and groups.
EDITIONS
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Revert to a Previous Version of a Note
With Notes, the enhanced note-taking tool for Salesforce, you can see and restore old versions of notes.
Considerations for Setting Up Notes
Before setting up Notes, review the requirement to add the Notes related list to page layouts, Notes’ limitations, and more.
Set Up Notes
Enable Notes, add the Notes related list to page layouts, and let users create notes with actions and in the Salesforce app.
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Sales Productivity
Guidelines for Working with Notes
Guidelines for Working with Notes
Review guidelines for creating and managing notes, including where to manage your notes, deleting
notes, and note ownership.
EDITIONS
• To create a note associated with a record, you need read access to the record.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
• To edit an existing note associated with a record, you need edit access to the note.
• To delete a note, you must be the owner of the note.
• To create notes in Lightning Experience, you must use Notes. Your Salesforce administrator
must enable Notes.
• You can’t share notes in the Salesforce app.
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and UnlimitedEditions
• When sharing a note in Lightning Experience, you can only give others viewer access, because
Notes does not support simultaneous editing. If multiple people edit a note at the same time,
they overwrite each other’s content.
Guidelines for Notes
Watch a video:
How to Use Notes (English only)
• To create and manage notes on records, use the Notes related list, which your Salesforce admin must add to page layouts.
• If Notes is disabled, you can’t access notes that were created with it.
• Only notes taken with Notes appear on the Notes tab.
• To create standalone notes or manage all your notes, use the Notes tab (available in Lightning Experience and the Salesforce app).
• Read old notes that were taken with the old note-taking tool from the Notes & Attachments related list on records. These notes
don’t appear in the Notes tab.
• After enabling Notes, the old note-taking tool remains available for creating and managing notes in Salesforce Classic and the
Salesforce app. In Lightning Experience, the old note-taking tool is only used to read and manage notes that were created with it.
• When you create a note in Salesforce Classic, a note titled “Untitled Note” is created immediately. You are automatically taken to the
notes editor page.
• When you create a note in Lightning Experience, the note isn’t saved until you enter a title or content. Once the note is saved, further
changes are saved automatically
• In the Salesforce app, create a task from a note by swiping a line on the note. Alternatively, tap in the toolbar to add or update
the status of an action item. If your profile is assigned two or more task record types, you’re asked to choose a record type each time
you create a task from a note. If your profile is assigned less than two Task record types, the task is immediately created.
Guidelines for When a New Version of a Note Is Created
In Lightning Experience, you can restore previous versions of a note. A new version of a note is created when at least one of the following
is true.
• The user updating the note is different from the user that created the existing version.
• The existing version is more than 15 minutes old.
• The size of the note body increases by more than 200 bytes.
• The size of the note body decreases by more than 20%.
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Increase Collaboration by Sharing Notes
Guidelines for the Old Note-Taking Tool
• All notes added to contacts and opportunities roll up under the associated account as well.
• Notes are automatically related to the parent account.
• To create and manage notes on records, use the Notes & Attachments related list. You can’t create notes with the old note-taking
tool in Lightning Experience.
• To restore deleted notes, use the Recycle Bin.
• If a note is marked private, it’s only accessible to the person who created or attached it.
• If you publish notes to external contacts via Salesforce to Salesforce, all public notes are automatically shared with a connection
when you share the parent object. If Share With Connections on the attachment is selected, the attachment is automatically
shared.
• To stop sharing a note or attachment, select Private.
Increase Collaboration by Sharing Notes
Increase collaboration on deals by sharing your notes with people and groups.
Note: In Lightning Experience, you can only provide Viewer access when sharing a note.
Notes doesn’t support simultaneous editing, and this restriction prevents multiple people
from editing a note at the same time. If multiple people change a note at the same time, they
overwrite each other’s changes. You can’t share notes in the Salesforce app.
EDITIONS
Available in: Salesforce
Classic, and Lightning
Experience
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
1. Open a note.
2. Click the share button.
3. Select who you’d like to share with and their level of access.
4. Enter a short message to the recipients.
5. To prevent the recipients from sharing or unsharing the note, click Prevent others from
sharing and unsharing.
6. Click Share.
The people you share with receive an email with your message and a link to the shared note.
Revert to a Previous Version of a Note
With Notes, the enhanced note-taking tool for Salesforce, you can see and restore old versions of
notes.
Note: These steps work in Lightning Experience. If you see the App Launcher icon ( ) on
the left side of the navigation bar at the top of your screen, you're in Lightning Experience. If
not, you're in Salesforce Classic.
1. From the record’s Notes related list, click the note title.
2. In the note window, click
.
3. From the list, select the version of the note you’d like to view.
4. To restore the selected version of the note, click Restore.
362
EDITIONS
Available in: Lightning
Experience
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Considerations for Setting Up Notes
Considerations for Setting Up Notes
Before setting up Notes, review the requirement to add the Notes related list to page layouts, Notes’
limitations, and more.
EDITIONS
• To create notes in Lightning Experience, you must use Notes.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
• To set up Notes, add the Notes related list to all relevant page layouts and enable Notes.
• You can have both note-taking tools enabled at the same time in Salesforce. However, notes
can only be read and edited using the tool they were created with.
• If you use Notes, we suppress legacy note quick actions:
– In the page layout editor
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
– In the page layout, if a legacy note quick action was added before you enabled Notes
Notes Limitations
• Notes added to contacts and opportunities don’t roll up under the associated account.
• Notes aren’t automatically added to the parent account.
• Notes aren't supported for Salesforce Communities.
Where are Notes features available?
• Automatic saving is only available in Lightning Experience.
• Reverting to earlier versions is only available in Lightning Experience.
• Adding images to notes is only available in Lightning Experience and Salesforce for iOS.
• Creating tasks from notes is only available in the Salesforce app.
• Sharing notes is only available in Lightning Experience and Salesforce Classic.
• Seeing all notes that you own from the Notes tab is only available in Lightning Experience and the Salesforce app.
SEE ALSO:
Set Up Notes
Notes
Set Up Notes
Enable Notes, add the Notes related list to page layouts, and let users create notes with actions and
in the Salesforce app.
1. Enable Notes
From Setup, select Enable Notes on the Notes Settings page.
2. Add the Notes Related List to Page Layouts
Using the page layout editor, add the Notes related list to page layouts for all objects where
you want users to take notes.
363
EDITIONS
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
Sales Productivity
Set Up Notes
3. Let Users Create Notes from the Chatter Publisher, Global Actions Menu, and the Salesforce App Action Bar
Add the New Note action to publisher layouts.
4. Let Users Take Notes in the Salesforce App
Make sure that your reps can create tasks from notes in the Salesforce app and that Notes appears in the app navigation menu.
5. Turn Off Feed Tracking for Notes
Want to hide feed updates that tell your users whenever someone creates or changes a note? Now, note feed tracking is controlled
by enabling and disabling feed tracking for all related objects. To turn off feed tracking for notes, disable feed tracking for all related
objects.
SEE ALSO:
Considerations for Setting Up Notes
Edit Page Layouts for Standard Objects
Edit Page Layouts for Custom and External Objects
Notes
Enable Notes
From Setup, select Enable Notes on the Notes Settings page.
EDITIONS
1. From Setup, enter Notes Settings in the Quick Find box, then select Notes Settings.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
2. Make sure Enable Notes is selected.
3. Click Save.
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
USER PERMISSIONS
To enable Notes:
• Customize Application
View Setup and
Configuration
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Sales Productivity
Set Up Notes
Add the Notes Related List to Page Layouts
Using the page layout editor, add the Notes related list to page layouts for all objects where you
want users to take notes.
EDITIONS
1. Access the page layout editor for each object.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
2. Make sure that the Notes related list was added to the page layout.
3. Save the page layout.
Complete these steps for each object where you want users to take notes.
SEE ALSO:
Available in: Group,
Professional, Enterprise,
Performance, and
Unlimited Editions
Customize Related Lists
USER PERMISSIONS
To edit page layouts:
• Customize Application
View Setup and
Configuration
Let Users Create Notes from the Chatter Publisher, Global Actions Menu, and the
Salesforce App Action Bar
Add the New Note action to publisher layouts.
EDITIONS
1. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher
Layouts.
2. Edit a publisher layout.
3. Make sure the New Note action was added to the Quick Actions in the Salesforce Classic
Publisher and the Mobile & Lightning Actions.
4. Save the publisher layout
Complete these steps for all your publisher layouts. If you’ve overridden the global publisher layout
on any of your object page layouts, add the New Note action to your custom layouts, too.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
USER PERMISSIONS
SEE ALSO:
To edit publisher layouts:
• Customize Application
Add Actions to Global Publisher Layouts
View Setup and
Configuration
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Sales Productivity
Set Up Notes
Let Users Take Notes in the Salesforce App
Make sure that your reps can create tasks from notes in the Salesforce app and that Notes appears
in the app navigation menu.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings.
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
2. Select Allow Creation of Tasks from Notes.
4. From Setup, enter Navigation in the Quick Find box, then select Salesforce
Navigation.
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
5. Move Notes from the Available list to the Selected list. We recommend putting it above Smart
Search Items.
USER PERMISSIONS
3. Save the page.
6. Save the page.
In the Salesforce app, your users can create a task from a note by swiping a line on the note.
Alternatively, they can tap in the toolbar to add or update the status of an action item. If a user’s
profile is assigned more than one Task record type, the user is prompted to choose a record type
for the task.
To update activity settings
and the app navigation
menu:
• Customize Application
View Setup and
Configuration
SEE ALSO:
Customize the Salesforce App Navigation Menu
Turn Off Feed Tracking for Notes
Want to hide feed updates that tell your users whenever someone creates or changes a note? Now,
note feed tracking is controlled by enabling and disabling feed tracking for all related objects. To
turn off feed tracking for notes, disable feed tracking for all related objects.
1. From Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking.
2. Select the object you want to turn off feed tracking for.
EDITIONS
Available in: The Salesforce
app, Salesforce Classic, and
Lightning Experience
Available in: Essentials,
Group, Professional,
Enterprise, Performance,
and Unlimited Editions
3. Deselect All Related Objects.
USER PERMISSIONS
To turn off feed tracking for
all related objects:
• Customize Application
AND Modify All Data
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Sales Productivity
Social Accounts, Contacts, and Leads
Repeat these steps for each object you want to turn off feed tracking for.
Social Accounts, Contacts, and Leads
Increase your users’ access to social intelligence and serve customers and prospects better with
easy access to social network profiles associated with Salesforce accounts, contacts, and leads. In
Salesforce Classic, you can access Twitter, Facebook, Klout, and Youtube. In Lightning Experience,
you can only access Twitter.
Guidelines for Using Social Accounts, Contacts, and Leads
Review guidelines for using Social Accounts, Contacts, and Leads, including privacy and security
details and which social networks are available by record and user experience.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
Link Social Network Profiles to Accounts, Contacts, and Leads
View an account, contact, or lead, and sign in to the social network that you want to access. You’ll automatically see the available
social network information for the record. In Salesforce Classic, you can access Twitter or Facebook. In Lightning Experience or the
Salesforce app, you can only access Twitter.
Hide Social Network Profiles on Accounts, Contacts, and Leads
If Social Accounts, Contacts, and Leads is enabled for your organization, you can choose which social networks you want to see on
records. This just hides social network information for yourself. Other users with access to records may still see the social network
profiles for those records.
Select and Change Profile Images for Accounts, Contacts, and Leads
When someone’s linked a social network profile to a Salesforce record, the profile’s image is often displayed on the record. If Account
Logos is enabled, you can replace profile images with images that you’ve manually added.
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Sales Productivity
Guidelines for Using Social Accounts, Contacts, and Leads
Set Up Social Accounts, Contacts, and Leads
From the Social Accounts, Contacts, and Leads Settings page in Setup, you can enable or disable Social Accounts, Contacts, and
Leads. You can also choose the social networks that are available to your users. Social Accounts, Contacts, and Leads is typically
enabled by default.
Guidelines for Using Social Accounts, Contacts, and Leads
Review guidelines for using Social Accounts, Contacts, and Leads, including privacy and security
details and which social networks are available by record and user experience.
Important: Social Accounts, Contacts, and Leads uses public APIs to display social network
information in Salesforce. Social networks can change or terminate API access at any time,
so we can’t guarantee availability of this feature or access to data that’s currently provided.
As of the Winter ‘16 release, LinkedIn is no longer available through this feature.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
Title
Watch a demo (Salesforce Classic) (3:29 minutes)
Security and Privacy
• Which social network resources and information you can see about a person or company depends on how you’re connected to that
person or company on the social networks as well as that person or company’s privacy settings. If you aren’t signed in to the social
network through Salesforce, you see only information the person or company has made available to the public.
• Salesforce uses the trusted OAuth protocol when you sign in to your social network accounts. Your login credentials aren’t exposed
to Salesforce, and we never store your passwords.
• Salesforce doesn’t import or store social information. Each time you select a social profile or a YouTube video, Salesforce retrieves
the information that you want to see directly from the social network. You’ll always see current social information for your accounts,
contacts, and leads.
• Associating a Salesforce record with a social network account doesn’t cause any activity on the social network. For example, when
you associate a contact with a Twitter account, you don’t become a Follower of that account on Twitter.
• Salesforce never posts anything about your or your activities to your social network accounts.
• Your accounts, contacts, and leads aren’t notified when you use Salesforce to view their social network profiles. And your interaction
with social networks through Salesforce is read-only as long as you’re using the Social Viewer.
Note: If you leave the Social Viewer, for example by clicking a link that opens a new Web browser tab, you’re leaving Salesforce
and interacting directly with the social network. Actions you perform outside of the Salesforce Social Accounts, Contacts, and
Leads viewer may be recorded on the social network.
Table 9: Social Network Availability By Record and User Experience
Social Network
Supported Records in Salesforce
Classic
Supported Records in Lightning
Experience and the Salesforce App
Twitter
Accounts
Accounts
Contacts
Contacts
Leads
Leads
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Link Social Network Profiles to Accounts, Contacts, and Leads
Social Network
Supported Records in Salesforce
Classic
Facebook
Accounts
Supported Records in Lightning
Experience and the Salesforce App
Contacts
Leads
Klout
Accounts
Contacts
Leads
YouTube
Accounts
Contacts
Leads
SEE ALSO:
Link Social Network Profiles to Accounts, Contacts, and Leads
Hide Social Network Profiles on Accounts, Contacts, and Leads
Select and Change Profile Images for Accounts, Contacts, and Leads
Social Accounts, Contacts, and Leads
Link Social Network Profiles to Accounts, Contacts, and Leads
View an account, contact, or lead, and sign in to the social network that you want to access. You’ll
automatically see the available social network information for the record. In Salesforce Classic, you
can access Twitter or Facebook. In Lightning Experience or the Salesforce app, you can only access
Twitter.
Watch a demo (3:29 minutes)
1. View an account, contact, or lead record.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
2. Sign in to the social network that you want to access. In Salesforce Classic, find the available
social networks under the record’s name. In Lightning Experience, find them on the record’s
News tab. If you don’t see social network links or icons, ask your administrator to enable Social
Accounts, Contacts, and Leads and all avabilable social networks. You may also need to unhide
social networks for yourself.
Salesforce automatically searches for profiles that match the record’s name.
3. Select a profile to link it with the record, or search again using different search keywords.
SEE ALSO:
Hide Social Network Profiles on Accounts, Contacts, and Leads
Guidelines for Using Social Accounts, Contacts, and Leads
369
USER PERMISSIONS
To view social network
profiles for an account,
contact, or lead:
• Read and Edit on the
accounts, contacts, and
leads
Sales Productivity
Hide Social Network Profiles on Accounts, Contacts, and
Leads
Hide Social Network Profiles on Accounts, Contacts, and Leads
If Social Accounts, Contacts, and Leads is enabled for your organization, you can choose which
social networks you want to see on records. This just hides social network information for yourself.
Other users with access to records may still see the social network profiles for those records.
In Salesforce Classic, you can access Twitter, Facebook, Klout, and Youtube. In Lightning Experience,
you can only access Twitter.
1. From your personal settings, enter Social in the Quick Find box, then select My Social
Accounts and Contacts Settings, My Social Accounts and Contacts, or Settings—whichever
one appears.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
2. Deselect the social networks you want to hide. If you deselect Use Social Accounts and Contacts, it’s the same as deselecting all
social networks.
3. Click Save.
SEE ALSO:
Link Social Network Profiles to Accounts, Contacts, and Leads
Link Social Network Profiles to Accounts, Contacts, and Leads
Social Accounts, Contacts, and Leads
Select and Change Profile Images for Accounts, Contacts, and Leads
When someone’s linked a social network profile to a Salesforce record, the profile’s image is often
displayed on the record. If Account Logos is enabled, you can replace profile images with images
that you’ve manually added.
1. View an account, contact, or lead record.
2.
Click a social network. In Salesforce Classic, click the icons
under the
record’s name. In Lightning Experience, use the links on the records’ News tab.
3. In the Social Viewer, select the tab for the social network that has the image you want to use.
EDITIONS
Available in: Salesforce
Classic and Lightning
Experience
Available in: All Editions
USER PERMISSIONS
4. Click Show Photo in Salesforce.
SEE ALSO:
Hide Social Network Profiles on Accounts, Contacts, and Leads
Link Social Network Profiles to Accounts, Contacts, and Leads
Guidelines for Using Social Accounts, Contacts, and Leads
Social Accounts, Contacts, and Leads
370
To update social network
profile images on accounts,
contacts, and leads:
• Edit on accounts,
contacts, and leads
Sales Productivity
Set Up Social Accounts, Contacts, and Leads
Set Up Social Accounts, Contacts, and Leads
From the Social Accounts, Contacts, and Leads Settings page in Setup, you can enable or disable
Social Accounts, Contacts, and Leads. You can also choose the social networks that are available to
your users. Social Accounts, Contacts, and Leads is typically enabled by default.
EDITIONS
1. From Setup, enter Social Accounts in the Quick Find box, then select Social
Accounts and Contacts Settings.
Available in: Salesforce
Classic and Lightning
Experience
2. Select Enable Social Accounts and Contacts.
Available in: All Editions
3. Select the social networks that users in your organization can access. By default, all social
networks are selected.
USER PERMISSIONS
4. Click Save.
5. To make Twitter accessible in the Salesforce app, add the Twitter card to the Mobile Cards
section of the accounts, contacts, and leads page layouts.
To enable Social Accounts,
Contacts, and Leads:
• Customize Application
Let users know that they can configure Social Accounts, Contacts, and Leads for their individual
use.
SEE ALSO:
Link Social Network Profiles to Accounts, Contacts, and Leads
Social Accounts, Contacts, and Leads
Salesforce to Salesforce
Salesforce to Salesforce makes it easy for businesses using Salesforce to share records and get
updated data on shared records. For example, you can share lead and opportunity data with partners.
Salesforce to Salesforce lets your business partners easily integrate your data with their Salesforce
records. You can see all of your sharing activity, manage your entire pipeline, share data across
multi-tiered partnerships, and integrate your business processes with updates received from your
partners using workflow and assignment rules.
Set Up Salesforce to Salesforce
To set up Salesforce to Salesforce, you enable and configure it, connect to other Salesforce
organizations, and start sharing data.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Share Records Using Salesforce to Salesforce
Once you’ve created a connection to another Salesforce organization, you can share records and updated data with them. You
control the type of records you share with your connected organizations by selecting which objects and fields to publish. Your
connected organizations don’t have direct access to records that you’re sharing. They have a record in their organization that is
connected to your record through Salesforce to Salesforce. Any updates to the shared information on either record is reflected on
the other record.
Report on Salesforce to Salesforce Activity
To track Salesforce to Salesforce activity and updates, create custom reports.
Guidelines for Using Salesforce to Salesforce
Review some guidelines for using Salesforce to Salesforce.
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Sales Productivity
Set Up Salesforce to Salesforce
Statuses for Records Shared with Salesforce to Salesforce
Salesforce to Salesforce lets you share records with connected organizations. When viewing a shared record, the header shows the
record's sharing status. The record may also contain the External Sharing related list, which shows sharing details and status.
Best Practices for Mapping Fields in Salesforce to Salesforce
When you subscribe to a field in Salesforce to Salesforce, you map it to a field in your organization. This mapping lets updates to
that field sync for all shared records. Before you map fields, look at these important best practices.
SEE ALSO:
Organization Sync
Set Up Salesforce to Salesforce
To set up Salesforce to Salesforce, you enable and configure it, connect to other Salesforce
organizations, and start sharing data.
1. Enable Salesforce to Salesforce
From Salesforce to Salesforce Settings in Setup, you can easily enable Salesforce to Salesforce.
After enabling Salesforce to Salesforce, you can’t disable it. However, you can control which
data you share and with whom you share it.
2. Configure Salesforce to Salesforce
After enabling Salesforce to Salesforce, you create and assign a permission set to control which
users can manage connections and sharing. You also add the External Sharing related list to
page layouts and create communication templates for managing communications with
connected organizations.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
3. Connect with Your Business Partners using Salesforce to Salesforce
Using Connection Finder, you can find out which business partners use Salesforce. Then, you can invite them to connect with you
to share data using Salesforce to Salesforce. From the Connections tab, you can manage your Salesforce to Salesforce connections
and connection templates.
4. Publish Objects with Salesforce to Salesforce
To share records with another Salesforce organization using Salesforce to Salesforce, you must first publish the objects that you want
to share.
5. Publish Fields in Salesforce to Salesforce
Once you publish an object, you can select which individual fields on that object are published. For standard objects that are published,
a default set of fields is automatically published.
6. Subscribe to Objects with Salesforce to Salesforce
When you are connected to a business partner using Salesforce to Salesforce, you can subscribe to objects that your business partner
has published. When you subscribe to an object, you map it to an object in your organization. Standard objects must map to standard
objects in your organization, but you can map custom objects to any custom object. For example, if your business partner has
published a custom object named Prospects, you can map that to a custom object named Client.
7. Subscribe to Fields in Salesforce to Salesforce
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Sales Productivity
Set Up Salesforce to Salesforce
8. Automate Updates with Workflow Rules in Salesforce to Salesforce
You can use workflow rules to automate updates to records and connections in Salesforce to Salesforce. You can use workflows for
many processes, including updating values on picklists when a connection has edited the field. If your organization is set up to
automatically accept records, workflow rules are triggered by any field you subscribed to.
SEE ALSO:
Salesforce to Salesforce
Organization Sync
Enable Salesforce to Salesforce
From Salesforce to Salesforce Settings in Setup, you can easily enable Salesforce to Salesforce. After
enabling Salesforce to Salesforce, you can’t disable it. However, you can control which data you
share and with whom you share it.
1. From Setup, enter Salesforce to Salesforce Settings in the Quick Find
box, then select Salesforce to Salesforce Settings.
2. Click Edit.
3. Select Enable.
4. Click Save.
You’re responsible for ensuring that appropriate contractual or other legal arrangements are in
place between you and your connected organizations. By enabling Salesforce to Salesforce, you
agree to allow Salesforce to process updates to information in your organization that is shared with
other organizations.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To enable Salesforce to
Salesforce:
• Modify All Data
When you enable Salesforce to Salesforce, a new user named “Connection User” is created. This
user does not count towards the number of used licenses for your organization, and is not included
in any user management view. When your business partner updates a shared record, the Last
Modified By field on the record in your organization displays Connection User, allowing
you to easily track all changes made by your business partners. The Connection User is automatically assigned to the Partner Network
profile. The Partner Network profile cannot be modified and is not included in any profile management view.
SEE ALSO:
Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
Find Out if Your Businesses Partners Use Salesforce
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Sales Productivity
Set Up Salesforce to Salesforce
Configure Salesforce to Salesforce
After enabling Salesforce to Salesforce, you create and assign a permission set to control which
users can manage connections and sharing. You also add the External Sharing related list to page
layouts and create communication templates for managing communications with connected
organizations.
1. Create a permission set with the “Manage Connections” permission enabled and the Connection
tab set to Visible. Assign the permission set to users who will be working with Salesforce
to Salesforce connections. Giving the “Manage Queues” user permission to all users with the
“Manage Connections” user permission. This lets users create and manage queues for
connections without needing assistance from an administrator.
2. Add the External Sharing related list to page layouts for the appropriate profiles. This related
list can be made available to all users, not just users with the “Manage Connections” permission.
3. Create custom list views on the External Sharing related list and give access to the appropriate
users, so that they can view and accept shared records.
4. Add the Received Connection Name and Sent Connection Name columns to the related lists
on the page layouts of the desired objects.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To configure Salesforce to
Salesforce:
• Modify All Data
5. Configure Salesforce to Salesforce to use communication templates for interacting with your
connected organizations. In addition, you can configure the email address and name used on the templates.
a. From Setup, enter Salesforce to Salesforce Settings in the Quick Find box, then select Salesforce to
Salesforce Settings.
b. Click Edit and modify the following settings:
Setting
Description
From Email Address
The email address from which all Salesforce to Salesforce communication templates
are sent, for example, “partner@acme.com.” Salesforce sends the emails
automatically, but they appear to your contacts as if they were sent from this email
address. If a contact responds to a communication template, the response is sent
to this address.
From Email Name
The name that will be associated with the “From” Email Address, for example,
“Acme Channel Manager”.
Invitation Template
Used to send invitations.
Deactivation Template
Used to notify a business partner that you have deactivated the connection.
Accept Invitation Template
Used to notify a business partner that you have accepted an invitation.
Reject Invitation Template
Used to notify a business partner that you have not accepted an invitation.
Update Connection Profile
Template
Used to notify business partners of changes to an active connection profile.
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Set Up Salesforce to Salesforce
c. Click Save.
SEE ALSO:
Set Up Salesforce to Salesforce
Connect with Your Business Partners using Salesforce to Salesforce
Using Connection Finder, you can find out which business partners use Salesforce. Then, you can
invite them to connect with you to share data using Salesforce to Salesforce. From the Connections
tab, you can manage your Salesforce to Salesforce connections and connection templates.
Enable Connection Finder
Connection Finder lets you connect with businesses that use Salesforce so you can share data
with them. From Salesforce to Salesforce Connection Finder in Setup, you can enable it.
EDITIONS
Available in: Salesforce
Classic
Available in: Group,
Professional, Enterprise,
Performance, and
Unlimited Editions
Find Out if Your Businesses Partners Use Salesforce
With Salesforce to Salesforce, businesses that use Salesforce can share records and get updated
data. After you enable and configure Salesforce to Salesforce, you can email your business
partners a survey that asks if they use Salesforce. Survey responses are recorded in contact and account records. Then, using Salesforce
to Salesforce, you can easily connect with organizations that use Salesforce and begin sharing data.
Invite Business Partners to Connect using Salesforce to Salesforce
Before you can start sharing data with your business partners, you need to set up a connection to them using Salesforce to Salesforce.
To create that connection, you need to invite your business partner.
Accept an Invitation for Salesforce to Salesforce
Create and Apply Connection Templates
Connection templates let you define objects and fields that can be published to connected organizations. To make publishing easier,
assign connection templates to your connections by going to the Connections tab and then the Templates sub-tab. When a
connection template is applied to a connection, the object and field rules are applied to that connection.
Manage Salesforce to Salesforce Connections
From the Connections tab, you can manage your Salesforce to Salesforce connections and connection templates. Connections
include everyone that you have invited, whether they have accepted, declined, or have not yet responded, as well as all the invitations
you have received. Recent connections are automatically displayed on the Connections sub-tab.
SEE ALSO:
Set Up Salesforce to Salesforce
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Enable Connection Finder
Connection Finder lets you connect with businesses that use Salesforce so you can share data with
them. From Salesforce to Salesforce Connection Finder in Setup, you can enable it.
EDITIONS
1. From Setup, enter Connection Finder in the Quick Find box, then select Salesforce
to Salesforce Connection Finder.
Available in: Salesforce
Classic
2. Click Edit.
Available in: Group,
Professional, Enterprise,
Performance, and
Unlimited Editions
3. Select Enabled.
4. Click Save. The connection finder settings are now available to configure. Additionally, the
default email template and required related fields are created and available for use.
Note: Disabling Connection Finder inactivates outstanding surveys and removes the
Connection Finder button.
5. From Setup, enter Connection Finder in the Quick Find box, then select Salesforce
to Salesforce Connection Finder.
USER PERMISSIONS
To enable Connection Finder
and edit settings:
• Modify All Data
6. Click Edit.
7. Select an email template. The default connection finder template is automatically selected. You can also create custom email
templates for your survey. Custom email templates must contain the survey URL. {!Contact.PartnerSurveyURL} is
available as a contact merge field when creating templates.
8. Optionally, select a logo using the lookup. You must first upload your logo to the Documents tab and mark it as Externally
Available Image. Salesforce recommends adding a branded logo, as it appears at the top of the survey page. If no logo is
selected, the logo portion of the survey page remains blank.
9. Add the Connection Finder button to the contacts list view by customizing the search layout. Add the button to the contact detail
page by customizing the contacts page layout.
10. Add the Uses Salesforce field to the contacts page layout.
11. Add the Salesforce Customer field to the account page layout.
SEE ALSO:
Connect with Your Business Partners using Salesforce to Salesforce
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Find Out if Your Businesses Partners Use Salesforce
With Salesforce to Salesforce, businesses that use Salesforce can share records and get updated
data. After you enable and configure Salesforce to Salesforce, you can email your business partners
a survey that asks if they use Salesforce. Survey responses are recorded in contact and account
records. Then, using Salesforce to Salesforce, you can easily connect with organizations that use
Salesforce and begin sharing data.
EDITIONS
Available in: Salesforce
Classic
1. In the Contact list view, select the partners you want to survey and click Find Connections.
(Find Connections doesn’t appear if the contact record doesn’t have a valid email address or
isn’t associated with an account.)
Available in: Group,
Professional, Enterprise,
Performance, and
Unlimited Editions
2. Type the email into the default template or choose a different email template. The default email
template is selected by your administrator. You can select a different template or edit the body
text, however, you must include the survey URL. You can’t edit body text if you chose multiple
recipients.
USER PERMISSIONS
3. Send the email.
Recipients have 90 days to respond to the survey before the survey link becomes invalid. The
response is recorded on the recipient’s contact and account records. A closed activity is also added
to the contact.
To email partners asking if
they use Salesforce:
• Send Email (single
recipient)
OR
Mass Email (multiple
If the partner’s organization uses Salesforce, the survey displays a section asking if the recipient has
recipients)
administrator privileges for Salesforce. If not, the recipient can optionally provide their administrator’s
contact information and a new contact record is created in Salesforce for that user (unless one
already exists). If a partner provides details for their Salesforce administrator, Salesforce checks to
see if there is already a contact in your Salesforce organization with that email address. If so, the Connection Finder field on the contact
record is set to Yes, admin user. If the field is already set to No, it is not updated.
Note: A partner can only add an administrator if one does not already exist as a contact in your organization.
Tip:
• Create a custom list view or custom report so that you can track customer responses in one convenient location.
• Create translated versions of the default connection finder template to send to international partners. To do so, clone the
default template, make the necessary language changes, and include the survey URL. You can then choose the appropriate
template when sending out requests to your partners. The survey page is in English, but it includes a Language drop-down
so that recipients can view the survey in their native language.
• When creating validation rules for the Connection Finder field, use the API value, not the label seen in the user interface. For
example:
CONTAINS(TEXT(UseSalesforce ), 'YesNotAdmin')
Connection Finder drop-down value
API value
No
No
No Response
NoResponse
Not Sure
NotSure
Yes, admin user
YesAdmin
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Connection Finder drop-down value
API value
Yes, not admin user
YesNotAdmin
SEE ALSO:
Report on Salesforce to Salesforce Activity
Connect with Your Business Partners using Salesforce to Salesforce
Invite Business Partners to Connect using Salesforce to Salesforce
Before you can start sharing data with your business partners, you need to set up a connection to
them using Salesforce to Salesforce. To create that connection, you need to invite your business
partner.
1. Create an account and an associated contact for your business partner (if they don’t already
exist).
2. Click the Connections tab.
3. Click New.
4. Enter a contact name or use the lookup icon to select a contact.
Important: Make sure that the email address is valid; otherwise, your invitation may be
sent to the wrong person.
5. Optionally, select a related account. The account associated with the connection can be changed
after the invitation is sent.
6. Choose a user to manage the connection.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To invite to a business
partner to connect using
Salesforce to Salesforce:
• Manage Connections
7. Optionally, choose a template to apply to the connection.
8. Click Save & Send Invite.
To invite multiple business partners to connect using Salesforce to Salesforce:
1. Click the Contacts tab.
2. Select a standard or custom list view, then click Go!.
3. In the list view, select the checkboxes next to the contacts you want to invite.
Important: Make sure that the email addresses are valid; otherwise, your invitations may be sent to the wrong people.
4. Click Invite to Connect.
5. Choose a user to manage the connection.
6. Optionally, choose a template to apply to the connection.
7. Click Save & Send Invite.
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The people you invite will receive an email invitation to connect with you using Salesforce to Salesforce. They can choose to accept or
decline your invitation. You can check whether they have accepted or declined the invitation by reviewing your connections on the
Connections tab. From the Connections tab, you can also resend or cancel the invitation.
SEE ALSO:
Find Out if Your Businesses Partners Use Salesforce
Create and Apply Connection Templates
Connect with Your Business Partners using Salesforce to Salesforce
Accept an Invitation for Salesforce to Salesforce
If a business partner sent you an invitation to connect using Salesforce to Salesforce, you can accept
or reject that invitation by following these steps:
EDITIONS
1. Click the link in the invitation email to go to the Salesforce login page.
Available in: Salesforce
Classic
2. Log in as the System Administrator or as a user with the “Manage Connections” permission.
3. Review the details of the invitation.
4. Click Accept or Decline.
If you aren't sure whether you want to accept or decline, click Decide Later. The invitation
displays on the Connections tab with a connection status of Invitation Received. You can easily
accept or decline it at a later date.
When you accept or reject an invitation, the company that invited you receives an email notifying
them of your decision. The content of that email can be configured by changing the appropriate
email template.
SEE ALSO:
Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
Connect with Your Business Partners using Salesforce to Salesforce
379
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To accept or reject an
invitation to connect using
Salesforce to Salesforce:
• Manage Connections
Sales Productivity
Set Up Salesforce to Salesforce
Create and Apply Connection Templates
Connection templates let you define objects and fields that can be published to connected
organizations. To make publishing easier, assign connection templates to your connections by
going to the Connections tab and then the Templates sub-tab. When a connection template is
applied to a connection, the object and field rules are applied to that connection.
There are rules for connection templates.
• Objects and fields that are not already published but are published in the connection template
are published.
• Objects and fields that have the same publish or unpublish status as the template are unchanged.
• Objects and fields that are already published but are not published in the connection template
are unpublished.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
Creating and Editing Connection Templates
Connection templates allow you to define object and field publishing rules that can be applied to
one or more standard Salesforce to Salesforce connections.
To create, edit, and view
connection templates:
• Manage Connections
To create a connection template:
1. Select the Connections tab.
2. Select the Templates subtab.
3. Click New.
4. Type a name and an optional description.
5. Select the Active checkbox if you want to be able to assign the template to standard connections.
6. Click Save to save the template, or click Save & Add Objects to add objects to the template.
7. If you clicked Save & Add Objects, select the checkboxes next to the objects you want to add, then click Save.
Note: If you clicked Save, you can click Add/Remove Objects on the template detail page to add objects.
8. Click Edit next to an object you added to the Published Objects related list.
9. Select the fields you want to publish for the object, then click Save.
10. Repeat steps 8 and 9 for each object you added to the Published Objects related list.
To deactivate a connection template:
1. On the Templates subtab, click Edit next to the template you want to deactivate. Alternatively, click Edit on the template detail
page.
2. Deselect the Active checkbox.
3. Click Save.
Note: Only active connection templates can be assigned to connections. If you want to use a template that you had deactivated,
you can do so by selecting the Active checkbox.
Assigning Connection Templates to Connections
You can assign connection templates to connections when inviting one or more new connections, or you can assign connection templates
to existing connections.
To assign a connection template to an existing connection:
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1. Select the Connections tab.
2. Select the Connections subtab.
3. Click the name of the connection you want to assign the template to.
4. Click Edit.
5. In the Template field, type the name of the template or click the lookup icon to search for a template.
6. Click Save.
SEE ALSO:
Connect with Your Business Partners using Salesforce to Salesforce
Manage Salesforce to Salesforce Connections
From the Connections tab, you can manage your Salesforce to Salesforce connections and connection
templates. Connections include everyone that you have invited, whether they have accepted,
declined, or have not yet responded, as well as all the invitations you have received. Recent
connections are automatically displayed on the Connections sub-tab.
From the connection detail page, you can:
Accept an Invitation
If a business partner has sent you an invitation to connect using Salesforce to Salesforce, click
Accept to accept the invitation. After you accept the invitation, you can subscribe to objects
that the connection has published and begin sharing objects with the connection using the
Published Objects and Subscribed Objects related lists on a connection detail page.
Cancel an Invitation
If an invitation you sent hasn’t been accepted, you can cancel the invitation by clicking Cancel
Invitation. If your partner hasn’t received the invitation, click Resend to send it again.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To manage connections:
• Manage Connections
Deactivate Connections
If you have created a connection with a business partner and you no longer wish to use the
connection, click Deactivate. If a connection is deactivated, you can still view and update records that your connection shared with
you, but updates you make won’t be sent to your connection. If you sent records to your connection that they didn’t accept, the
records are removed from their organization, and vice versa.
Edit Connections
When displaying the connection, you can modify the connection by editing the connection details. To change the objects published
to a connection, click Publish/Unpublish, or to use a connection template, click Edit and select an active template. To edit the
published fields on an object, click Edit next to the object. To change the objects you’re subscribed to, click Subscribe/Unsubscribe.
View Connection History
You can view a detailed history of the connection in the Connection History related list of the connection detail page. To export the
connection history, select Download connection history (csv). This lets you download a comma-separated values file that includes
the following information:
• Connection status changes
• Changes to which account is associated with the connection
• Changes to which contact is associated with the connection
• Connection owner changes
• Changes to published fields
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• Email communications sent to your business partners
• Errors related to validation rules and Apex triggers with validation rules resulting from:
– Records manually accepted
– Records automatically accepted
– Records updated by Connection User
Note: System errors, for example, code errors, aren’t logged in the Connection History.
SEE ALSO:
Connect with Your Business Partners using Salesforce to Salesforce
Publish Objects with Salesforce to Salesforce
To share records with another Salesforce organization using Salesforce to Salesforce, you must first
publish the objects that you want to share.
EDITIONS
1. Click the Connections tab.
Available in: Salesforce
Classic
2. Select a connection. You select published objects by connection.
3. In the Published Objects related list, click Publish/Unpublish.
4. Select the objects to publish.
All custom objects in your organization appear in the list of objects, however, Salesforce to
Salesforce only supports deployed custom objects. You can’t publish objects that you don’t
have permission to edit. You can only publish certain objects.
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
• Account
• Attachment (unencrypted)
To publish objects:
• Manage Connections
• Case
• Case Comment
• Contact
• Lead
• Opportunity
• Opportunity Product
• Product
• Task
• Custom Object
5. Click Save.
When you update the published objects for a connection, Salesforce sends an email notification to the connected organization. You can
customize this email by editing the Update Connection communication template.
Your business partner is automatically unsubscribed to objects when you stop publishing an object and when you delete a custom
object to which your business partner is subscribed.
If you publish the case comment object, all public case comments will be shared with your connections. To avoid sharing a comment
on a specific case, select Make Private.
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Only unencrypted files are supported.
SEE ALSO:
Publish Fields in Salesforce to Salesforce
Publish Fields in Salesforce to Salesforce
Once you publish an object, you can select which individual fields on that object are published. For
standard objects that are published, a default set of fields is automatically published.
EDITIONS
1. Click the Connections tab.
Available in: Salesforce
Classic
2. Select a connection. You select publication options by connection.
3. In the Published Objects related list, click Edit next to the published object.
4. Select the fields you want to publish to your business partner. Deselect fields you no longer
want to publish.
You cannot publish fields that you do not have permission to edit. Changes to fields may not
show up in the subscribing connection for up to 15 minutes while Salesforce refreshes the
cache. This cache enables us to support larger transaction volumes and reduce the number of
API calls that count against your organization's limits. You cannot publish rich text area (RTA)
fields. Geolocation fields and latitude and longitude on standard addresses aren’t supported in
Salesforce to Salesforce. By default, the following fields are published.
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To publish fields:
• Manage Connections
• Account: Account Name, and, if you are using person accounts, Last Name
• Attachment: Body, Content Type, File Name
• Case: Subject
• Case Comment: Body and Published
• Contact: Last Name
• Custom Object: Name
• Lead: Last Name and Company
• Opportunity: Name, Closed Date, and Stage
• Product: Product Name
• Task: Subject
• Opportunity Product: Quantity, Sales Price
Salesforce to Salesforce displays the API label for each field.
5. Click Save.
When you update the published fields for a connection, Salesforce sends an email notification to the connected organization. You can
customize this email by editing the Update Connection communication template.
Your business partner is automatically unsubscribed to fields when you stop publishing a field, delete a custom field to which your
business partner is subscribed, change the type of a field to which your business partner is subscribed, and change the size or precision
of a long text area, text, percent, number, or currency field.
SEE ALSO:
Subscribe to Fields in Salesforce to Salesforce
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Subscribe to Objects with Salesforce to Salesforce
When you are connected to a business partner using Salesforce to Salesforce, you can subscribe to
objects that your business partner has published. When you subscribe to an object, you map it to
an object in your organization. Standard objects must map to standard objects in your organization,
but you can map custom objects to any custom object. For example, if your business partner has
published a custom object named Prospects, you can map that to a custom object named Client.
1. Click the Connections tab.
2. Select the connection to modify.
3. In the Subscribed Objects related list, click Subscribe/Unsubscribe.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
4. To subscribe to an object, select the object from your organization that you want mapped to
it. If you don’t want to subscribe to an object, select --None--. Only objects that the
connected organization has published will appear in the list.
USER PERMISSIONS
5. Select Auto-Accept for an object if you want to automatically accept that object’s records
when forwarded by your connected organization. This option only appears after you select a
mapping. This option isn’t available for:
To subscribe to published
objects :
• Manage Connections
• Child objects (Opportunity products, tasks, and public case comments are automatically
accepted when the parent record is accepted. Notes and attachments are automatically
accepted if marked public and the Share With Connections option is selected.)
• Objects that have one or more master objects, such as custom junction objects or detail objects in a master-detail relationship.
6. Click Save.
Note: If your business partner stops publishing an object to which you are subscribed, you are automatically unsubscribed from
that object.
Once you have subscribed to an object, you can map published fields on that object to fields on your object. For example, you can map
the Description field on leads to a custom field on leads called Partner Description. This would allow you to use your
own field to describe the lead for users within your organization rather than using the description provided by your business partner.
Additional Considerations
• If you choose to auto-accept leads or cases, any active assignment rules in your organization run when a record is automatically
accepted.
• In order to automatically accept a record shared by your connection, the connection owner for that record must be an active user.
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Subscribe to Fields in Salesforce to Salesforce
When you accept an invitation from a business partner to join Salesforce to Salesforce, you can
subscribe to fields that your business partner has published and map those fields to your fields.
When your business partner updates the fields on a record that you’re sharing, the fields will be
updated on the shared record in your organization.
For example, if your business partner has published the Description field, you could map that
field to a custom field called Partner Description. This would allow you to use your own
field to describe the lead for users within your organization.
Before subscribing to fields, see Best Practices for Mapping Fields in Salesforce to Salesforce.
To map fields on a subscribed object:
1. Click the Connections tab.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
2. Click the name of the connection you want to modify.
3. In the Subscribed Objects related list, click Edit next to an object.
4. Map your business partner's published fields to your organization's fields by choosing the
appropriate field in the drop-down list.
To subscribe to published
fields :
• Manage Connections
Note: Fields can only be mapped to fields with the same data type, length (for text and
numeric fields) and decimal places (for numeric fields), so the drop-down list only shows
fields with the correct data type. You can see the data type details of a published field by
hovering your mouse over the information icon ( ) next to the field. Select --None-if you don’t want to populate any of your fields with the data from a published field.
5. If the field is a picklist, click Edit Values to map each published picklist value to a picklist value in your organization.
6. Click Save.
Note: Changes to field mappings and picklist values may not show up in your business partner's organization for up to 15 minutes
while Salesforce refreshes the cache. This cache enables us to support larger transaction volumes and reduce the number of API
calls that count against your organization's limits.
SEE ALSO:
Publish Fields in Salesforce to Salesforce
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Automate Updates with Workflow Rules in Salesforce to Salesforce
You can use workflow rules to automate updates to records and connections in Salesforce to
Salesforce. You can use workflows for many processes, including updating values on picklists when
a connection has edited the field. If your organization is set up to automatically accept records,
workflow rules are triggered by any field you subscribed to.
Workflow rules are only triggered for records shared in Salesforce to Salesforce when you accept a
parent record, a child record is inserted, or you are subscribed to the fields that are configured to
trigger the workflow rules
Some suggestions for criteria for workflow rules for Salesforce to Salesforce include:
• Received Connection Name field on leads, opportunities, and custom objects
• Current User equals pnet
• Last Modified By field equals Connection User
For example, you can create a task for a user every time a connected organization updates a lead.
1. Create a workflow rule with specific criteria.
• Evaluation criteria: Evaluate the rule when a record is: created,
and every time it’s edited
• Run the rule when criteria are met.
• Rule criteria: “Lead: Last Modified By equals Connection User”.
2. Add a workflow task.
When you accept a record, only certain fields trigger workflow rules.
Object
Fields Triggering Workflows
Account
• Account Name
• City
• Country
• Received Connection Name
• Sent Connection Name
• State
• Type
Case
• Case Number
• Priority
• Status
• Subject
• Type
Contact
• Email
• Last Name
• Mailing Address
• Phone
386
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Workflow is available in:
Enterprise, Performance,
Unlimited, Developer, and
Database.com Editions
Sales Productivity
Object
Set Up Salesforce to Salesforce
Fields Triggering Workflows
• Title
Lead
• Company
• Email
• Industry
• Lead
• Lead Source
• Name
• No. of Employees
• Phone
• Received Connection Name
• Sent Connection Name
• State
• Status
• Title
Opportunity
• Account Name
• Amount
• Close Date
• Name
• Received Connection Name
• Sent Connection Name
• Stage
Custom Object
• Connection Name
• Name
• Sent Date
Sometimes it makes sense to use an Apex trigger instead of a workflow. Suppose that you have a workflow rule that updates a secondary
field, field B, when field A is updated. Even if your Salesforce to Salesforce partner subscribed to fields A and B, updates to field B that
are triggered by your workflow rule aren’t sent to your partner’s organization. This prevents a loop of updates.
If you want such secondary field updates to be sent to your Salesforce to Salesforce partners, replace the workflow with an Apex trigger
that uses post-commit logic to update the secondary field.
In bi-directional connections, Salesforce to Salesforce updates are triggered back only on “after” triggers (for example, “after insert” or
“after update”), not on “before” triggers.
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Share Records Using Salesforce to Salesforce
Once you’ve created a connection to another Salesforce organization, you can share records and
updated data with them. You control the type of records you share with your connected
organizations by selecting which objects and fields to publish. Your connected organizations don’t
have direct access to records that you’re sharing. They have a record in their organization that is
connected to your record through Salesforce to Salesforce. Any updates to the shared information
on either record is reflected on the other record.
Forward Records to Another Salesforce Organization
To share records with a connected organization using Salesforce to Salesforce, you forward
them or assign them to a queue. You can forward the same records to multiple connected
organizations.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Accept Records Forwarded from a Connected Organization
With Salesforce to Salesforce, you can select which type of records you want to accept from a connected organization that shares
them. You can’t accept forwarded records on the Salesforce mobile app.
Criteria for Automatically Accepting Related Records from a Connected Organization
With Salesforce to Salesforce, if you accept a parent record that’s forwarded from a connected organization, any related or child
records sent with it are automatically accepted as long as certain criteria are met.
SEE ALSO:
Publish Fields in Salesforce to Salesforce
Subscribe to Fields in Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
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Share Records Using Salesforce to Salesforce
Forward Records to Another Salesforce Organization
To share records with a connected organization using Salesforce to Salesforce, you forward them
or assign them to a queue. You can forward the same records to multiple connected organizations.
Note: To be able to forward records of a certain type of object, your organization must first
publish that object.
To forward a record, view it. Then, in the External Sharing related list, click Forward.
To forward related or child records, you should select them when you’re forwarding the parent
record. You can forward related records separately, but they won’t be related to their parent if they
aren’t forwarded with their parent.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
To forward attachments, you must select them when you’re forwarding their parent record.
You can forward multiple records from a list view.
USER PERMISSIONS
1. Select the records that you want to forward.
2. Click Forward to Connections.
3. Select the connection(s) to forward the record to in the Available Connections list.
4. Click the Add arrow to move the connection(s) to the Selected Connections list.
5. Optionally select Send Notification Email (new invitees only) to send email notifying the
connection's representative that you forwarded the record. Only new recipients of the record
receive the email; connections that you previously forwarded the record to don't receive another
email.
6. Select the related or child records that you want to forward along with the parent.
To assign records to a
connection:
• Read and Edit on the
record
To stop sharing a record:
• Read and Edit on the
record
To forward multiple records
to a connection:
• Manage Connections
7. Click Save.
Any lead record you are forwarding must include a populated Company Name field.
Don’t forward a record to the connection that originally shared it. Doing so causes errors when Apex triggers run.
SEE ALSO:
Publish Objects with Salesforce to Salesforce
Share Records Using Salesforce to Salesforce
Statuses for Records Shared with Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
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Accept Records Forwarded from a Connected Organization
With Salesforce to Salesforce, you can select which type of records you want to accept from a
connected organization that shares them. You can’t accept forwarded records on the Salesforce
mobile app.
Note: To be able to accept records of a certain type of object, your organization must first
subscribe to that object.
1. Select the tab of the record type you are accepting. For example, the Leads tab.
2. View a connections list view. For example, on the Leads tab, in the Leads from Connections
section, select a list view from the drop-down list.
3. For accounts, contacts, and opportunities, click Accept next to the record you want to accept.
For cases, leads and custom objects, select the type of records to accept, then click Accept. In
most cases, if you accept a parent record, any related or child records forwarded with it are
automatically accepted.
You can assign an accepted record to yourself, another user, a queue, or, if it is a lead or case, use
your organization's assignment rules to automatically assign it. If the record is a child of another
record you have accepted, you can assign it to the parent record when accepting it.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
USER PERMISSIONS
To accept shared records:
• Read and Edit on the
object
To view records shared by a
connection:
• Manage Connections or
have access to the list
view
When you accept an opportunity, you have the option to relate the opportunity to an object and
a price book, and to relate the opportunity to a new account or opportunity, or to use an existing
account or opportunity. If you create a new opportunity or account, you can also set the owner of
that record. When you accept an account, you have the option relate the account to another object
and to create a new account, or to use an existing account. If you create a new account, you can
also set the owner of that record. When you accept a contact, you have the option relate the contact to another object and to create a
new account or contact, or to use an existing account or contact. If you create a new contact or account, you can also set the owner of
that record. When you accept a case, lead or custom object, you have option to relate the case, lead or custom object to another object
and to assign the lead or custom object to a new owner.
If you select the Assign using active assignment rule option and no assignment rule criteria is met, the record is assigned to the
Default owner of the record type. When you accept a product, you have the option to create a new product or relate the product to an
existing product. If you accept a parent and its child record, the name of the parent is displayed in the child’s Parent Record Name column.
If the record is a parent record or has no parent record, this column is blank. When you accept a record that has a public attachment,
the attachment is automatically accepted if you select the Share With Connections option next to it.
If validation rules prevent you from accepting shared records, create a validation rule with the Received Connection Name
field not equal to null; this will ignore validation rules for records you accept from your connections. To create this rule, use the following
formula:
IF(OR(ISNEW(), ISNULL(Id)), if(ConnectionReceivedId =null,
TRUE, FALSE),NOT(AND(ISCHANGED(ConnectionReceivedId),
NOT(ConnectionReceivedId = null))))
You should also create a similar rule for any Apex trigger that has validation checks.
SEE ALSO:
Subscribe to Objects with Salesforce to Salesforce
Share Records Using Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
390
Sales Productivity
Share Records Using Salesforce to Salesforce
Criteria for Automatically Accepting Related Records from a Connected Organization
With Salesforce to Salesforce, if you accept a parent record that’s forwarded from a connected
organization, any related or child records sent with it are automatically accepted as long as certain
criteria are met.
Here’s the criteria for automatically accepting related or child records.
• The child’s object type is published to your connection and your connection is subscribed it.
• The parent record must already be accepted in the organization.
• The record must be related to the parent record.
• The related record cannot have two master records.
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• The related record cannot have multiple relationships to the same parent object.
• The connection owner must be an active user.
USER PERMISSIONS
• The owner of the parent record must be an active user.
Here’s criteria for attachments to be automatically accepted along with their parent.
• The Attachment object type is published to your connection and your connection is subscribed
to the object.
To accept or reject records:
• Read and Edit on the
record
• The parent record for the attachment is shared with the connection.
• The attachment is not marked “Private.”
• The Share With Connections option on the attachment is selected.
• The attachment is 20 MB or less.
Important: When related records are accepted automatically, there may be a slight delay before they are visible in the related
list of the parent record. Additionally, when a related record is shared using the Manage Connections link in the related list of a
parent record, there may be a slight delay before the Sent Connection Name displays.
If a related record does not meet the criteria for automatic acceptance, it will need to be manually accepted from its object tab. For
example, an opportunity record will need to be accepted from the Opportunities tab. A child record that needs to be manually accepted
will display with the parent record name so that it can be properly assigned.
SEE ALSO:
Subscribe to Fields in Salesforce to Salesforce
Forward Records to Another Salesforce Organization
391
Sales Productivity
Report on Salesforce to Salesforce Activity
Report on Salesforce to Salesforce Activity
To track Salesforce to Salesforce activity and updates, create custom reports.
EDITIONS
There are a number of ways you might use custom reports in Salesforce to Salesforce.
• To track your survey responses in one location, create a custom list view or custom report. Also,
add the Connection Finder field to contact and account list views and reports.
Available in: Salesforce
Classic
• To track connection activity and details, create a “Connections with Accounts” custom report
type. The report only displays connections that are associated with accounts.
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
• To view connection information for your published or subscribed objects, create custom report
types for those objects.
• To view which records are shared with multiple connections, create a custom report for the
shared objects. To view records shared with multiple connections in a list view, add the Sent
Connection Name field to an existing or new view and verify that enhanced lists are
disabled.
Workflow is available in:
Enterprise, Performance,
Unlimited, Developer, and
Database.com Editions
• To view shared leads that were deleted by a connected organization, create a “Connections
with Leads” custom report type .
Guidelines for Using Salesforce to Salesforce
Review some guidelines for using Salesforce to Salesforce.
EDITIONS
• System administrators can share all records, but most users can only forward records that they
(or their subordinates) own.
• You can stop sharing a related record from its parent record. Select the parent record. In the
related list of the record you want to stop sharing, click Manage Connections in the Sent
Connection Name column. Then, select the connection(s) that you want to stop sharing within
the Selected Connections list. Click the Remove arrow () to move the connection(s) to the
Available Connections list. Click Save.
• To stop sharing a record, view the record and click Stop Sharing in the External Sharing related
list. You can only stop sharing records that you or your subordinates own. When you stop
sharing the record with a connection, changes to the record in your organization are not reflected
on the record in the connection's organization. The shared record is not deleted from the other
organization.
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Workflow is available in:
Enterprise, Performance,
Unlimited, Developer, and
Database.com Editions
• To stop sharing a case comment or attachment, you must make the records private.
• An opportunity product is related to both opportunity and product records. For this reason, it
can only be shared as a child record of a shared opportunity, provided the associated product is also shared. If all of the following
criteria are met, opportunity products are automatically shared with connections.
– The Opportunity Product object type is published to your connection, and your connection has subscribed to the object.
– The opportunity and the product associated with the opportunity product are shared with your connection.
– In the connection's organization, the opportunity is associated with an active price book during acceptance.
– In the connection's organization, the product is associated with the same active price book as the opportunity.
– In the connection's organization, the product is active.
– In both organizations, the opportunity currency is the same.
• You can share a case comment as a child record of a case. Case comments are automatically accepted by a connection, providing
the following criteria are met:
392
Sales Productivity
Guidelines for Using Salesforce to Salesforce
– The Case Comment object type is published to your connection, and your connection has subscribed to the object.
– The case to which the case comment is associated is shared with the connection.
– The case comment is not marked “Private.”
• If an error occurs when accepting a record, see the Connection History for details.
• A related record will no longer be shared with a connection if the related record is edited from an unshared record.
• A maximum of 100 tasks per related record can be shared. This maximum includes open and closed tasks.
• After accepting a shared record, if you update a field that your business partner has subscribed to, the field is automatically updated
on the record in your business partner's organization. Likewise, if your business partner updates a field to which you have subscribed,
it is automatically updated in your organization. When your business partner updates the record, the Last Updated By field
will be set to “Connection User”.
• When your business partner shares child records at a later time using the Manage Connections link in the related list of a record
you have already accepted, the child records can be automatically added to your organization.
• Currently, if you edit the stage of multiple opportunity records by performing a global find and replace, that change will not be
reflected in organizations that you had forwarded the records to in Salesforce to Salesforce. For example, suppose you perform a
global find and replace which causes the stage of all inactive opportunities to change from Inactive to In Review. If any of
the affected opportunities had been forwarded to a business partner in Salesforce to Salesforce, those opportunities will still be in
the Inactive stage in your partner's Salesforce organization. For the stage change to be reflected in their organization, they
would need to open each affected opportunity, click Edit, and click Save.
• When you convert a lead, Salesforce to Salesforce inactivates the shared record and updates the External Sharing related list in your
connection's lead record with an Inactive (converted) status. Due to inactivation of the shared record, changes to the Lead Status
during conversion aren't reflected in your connection's lead record.
• Once you accept a record, you can make it available to other connections in the same way you can make any record available using
Salesforce to Salesforce. This allows you to work in a multi-tiered business network. In a multi-tiered network, changes made to the
shared record in any organization updates the information in all the organizations that are sharing the record.
• Because updates to shared records are processed asynchronously and retried if a sync fails, they don't appear in the connected
organization right away.
• When sharing opportunity products, keep these additional rules in mind:
– If quantity or revenue schedules are enabled in the connection's organization, Quantity and Sales Price fields won’t be updated
in their organization.
– If the price book associated to the opportunity product is changed or deleted in one organization, the opportunity product will
no longer be shared.
– If the opportunity is no longer shared, the opportunity product will no longer be shared.
• If you are expecting to receive large volumes of records from a connection, enable Auto-Accept for the appropriate objects.
For example, if a connection shares a large number of leads with your organization on a regular basis, select the Auto-Accept
checkbox next to Opportunity on the Add or Remove Subscribed Objects page.
• To see changes made by a connection, enable field tracking on the object and add the history related list to page layouts. Another
option is to create a custom history report that includes the Received Connection Name field.
• To automatically assign all incoming leads or cases to a specific user, create an assignment rule that includes the following rule
entries:
– Received Connection Name contains name of connection
– Created By contains Connection User
You can do the same with escalation rules.
393
Sales Productivity
Statuses for Records Shared with Salesforce to Salesforce
• If you want to assign a case to a connection using an escalation rule on the case, you must assign the case to a queue where the
connection is a member. For example, if you have a connection that acts as your third-party service agency and all cases meeting
certain criteria should be escalated to this connection, you must:
– Create a queue that contains the connection as a member.
– Create an escalation rule with the appropriate criteria.
– Add an escalation action that automatically assigns cases meeting the specified criteria to that queue
SEE ALSO:
Salesforce to Salesforce
Best Practices for Mapping Fields in Salesforce to Salesforce
Statuses for Records Shared with Salesforce to Salesforce
Salesforce to Salesforce lets you share records with connected organizations. When viewing a shared
record, the header shows the record's sharing status. The record may also contain the External
Sharing related list, which shows sharing details and status.
Status of Shared Record
Description
Active (sent)
The record has been forwarded to and accepted by an
external organization.
Active (received)
The record has been sent to you from an external
organization, and it has been accepted.
Pending (sent)
The record was forwarded to but not yet accepted by an
external organization.
Inactive
The record is no longer shared with an external organization.
Inactive (deleted)
The record was accepted by an external organization, but
that organization has deleted the record.
Inactive (converted)
The record is a lead that was accepted by an external
organization and converted into an opportunity by that
organization. When a lead is converted, Salesforce to
Salesforce inactivates the shared record so that it is no longer
updated in the subscribing connection.
Note: If you change the Lead Status during
conversion, it is not reflected in the subscribing
connection.
SEE ALSO:
Share Records Using Salesforce to Salesforce
Forward Records to Another Salesforce Organization
394
EDITIONS
Available in: Salesforce
Classic
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Sales Productivity
Best Practices for Mapping Fields in Salesforce to Salesforce
Best Practices for Mapping Fields in Salesforce to Salesforce
When you subscribe to a field in Salesforce to Salesforce, you map it to a field in your organization.
This mapping lets updates to that field sync for all shared records. Before you map fields, look at
these important best practices.
Important: This information applies to standard Salesforce to Salesforce connections. If
you’re mapping fields for a replication connection as part of Organization Sync, some of this
information may not apply.
EDITIONS
Available in: Contact
Manager, Group,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Auto-Mapping Fields
• When subscribing to fields, select Auto-Map Fields to automatically map your business
partner's fields to your fields. After you select this option, click Save for your changes to take effect.
• For any unmapped field, Salesforce checks if the field's API name matches that of any of your fields. If there are no matches,
Salesforce checks for matching field labels. If Salesforce still can’t find a match, --None-- is selected.
• Selecting Auto-Map Fields doesn’t overwrite previous selections, and deselecting it doesn’t affect fields that were mapped
previously.
• The following standard fields are automatically mapped:
– Account: Account Name, and, if you are using person accounts, Last Name
– Attachment: Body, Content Type, File Name
– Case: Subject
– Case Comment: Body and Published
– Contact: Last Name
– Custom Object: Name
– Lead: Last Name and Company
– Opportunity: Name, Closed Date, and Stage
– Product: Product Name
– Task: Subject
– Opportunity Product: Quantity, Sales Price
Mapping Picklist Fields
• If a picklist value is mapped to --None--, and your business partner enters a picklist value, your picklist field is to the same
value. For example, if you subscribe to the Lead Status picklist, and your business partner has the value Internal in that
picklist, your record gets a lead status of Internal.
• To convert a custom field to a picklist field, stop publishing the field, change the field type, then publish the field again.
• When mapping picklist fields, if the subscribed org has the picklist field restricted to the values defined in the value set, and the
publishing org does not have this restriction, the field is not available for mapping on the subscribing org.
Mapping Currency Fields
• If you map a currency field, and a record shared by your connection uses a currency that your organization hasn’t enabled, that
currency field isn’t updated when your organization auto-accepts the record. If you’re manually accepting the record, the currency
is updated only if your organization uses the same currency as the record.
For example, suppose that your connection has shared an opportunity with you. Your organization uses the Euro only. Your
connection updates the opportunity amount to $300. The opportunity amount isn’t updated in your record because your
organization doesn't support the U.S. Dollar.
395
Sales Productivity
Best Practices for Mapping Fields in Salesforce to Salesforce
• If you map a currency field and either you or your connection changes the currency on a record containing that field, updates
you make to the field are no longer propagated to the other organization, and updates your connection makes to the field aren’t
reflected in your organization.
• You can map roll-up summary fields to currency fields with the same currency type. For example, a roll-up summary with the
currency type U.S. Dollar can be mapped to a currency field that uses the U.S. Dollar.
Mapping Quantity and Revenue Schedules
• If Quantity Schedules or Revenue Schedules are enabled in your connection's organization and you subscribe to the Products
object from that connection, you must subscribe to the following fields and map them to matching fields in your organization.
Type of Schedule
Fields to Map
Quantity Schedule
– Number of Quantity Installments
– Quantity Installment Period
– Quantity Schedule Type
Revenue Schedule
– Number of Revenue Installments
– Revenue Installment Period
– Revenue Schedule Type
Mapping Different Field Types
• Only map person account fields to person account fields, and business account fields to business account fields.
• If your connection is using person accounts and you aren’t, the person account field Last Name is used as the Account Name
when your connection shares a person account record with you. If you enable person accounts, you are automatically subscribed
to Last Name. Any changes to Last Name and Account Name are synced.
• You can’t map a standard number field to a custom number field.
• You can map lookup fields to text fields that have a length of 80 or more characters. If your connection edits a lookup field that
you mapped to a text field, the text field is updated with their changes.
• You can map auto-number fields to text fields that have a length of 30 or more characters.
• You can map formula fields to fields of the same data type; for example, a formula field that has a number data type can be
mapped to a field with a number data type. If a formula field is a text data type, it can be mapped to a text field with a length of
80 or more characters. Conversely, fields can’t be mapped to formula fields; for example, a formula field with a currency data
type can be mapped to a currency field, but a currency field cannot be mapped to a formula field. System audit fields are not
supported.
Unsubscribing to Fields
• You are automatically unsubscribed from a field if:
– Your business partner stops publishing the field
– You delete a custom field that is mapped to a published field
– The field type of a custom picklist or custom multi-select picklist is changed (for example, if a custom picklist is changed to
a text field)
• When publishing fields, consider sending your business partner information about the fields. This helps them to create a mapping
strategy that makes sense for your program.
396
Sales Productivity
Best Practices for Mapping Fields in Salesforce to Salesforce
• Translate your published custom field names into the languages your partners use. This allows them to see the field names in their
own language.
• If you’re using person accounts, and your connection has not enabled person accounts, the person account Last Name is used
as the Account Name when you share a record. If your connection enables person accounts, they are automatically subscribed
to Last Name. Any changes to Last Name and Account Name are synchronized.
• If you want to publish the Middle Name, Informal Name, and Suffix fields on contacts, the fields must be enabled in
both your org and your partner’s org, or your partner’s org must be configured to auto-accept contacts.
397
INDEX
A
Accepting
events 347–348
Accounts
assigning to contacts automatically 138
assigning to synced contacts 111
assigning to synced Outlook tasks 113
News 293
Activities
archived 353
guidelines 298, 348
report 351
reports 350
rollup 297, 357
setup 358
using reminder window 354
activities reports 352–353
activities setup 313, 316–317, 341
Activity Composer
event 360
log a call 360
task 360
activity settings 313, 316–317, 341
allocations 230
Attachments
email templates 273
send email 237
size limit on emails 236
Automated Activity Capture
enable 34
setup groups 204
sharing 15, 21
B
bulk email 250–251
Bulk email
mass email status messages 255
C
calendar 328, 331–333
Calendar
icons 337
public and resource 318
sharing 334–337
calendar considerations 333
calendar limitations 333
Cases
merge fields 264
Cloning
email templates 272
Connect for Office
mail merge templates 189
Connection Finder
enable 376
Connections
connection templates 380
Considerations
email relay 226
Send through Gmail 208
Send through Office 365 208
Send through Salesforce 210
Contacts
assigning accounts to synced 111
assigning to accounts automatically 138
assigning to synced Outlook tasks 113
excluding from syncing with Salesforce for Outlook 130
Gmail Web App, setting up 101
Gmail Web App, user setting up 102
News 293
syncing with Salesforce for Outlook 130
unresolved 111
Web App, seeing in 98
create a calendar 328, 331–333
create a calendar from a Salesforce object 328
custom report type activities 352–353
customize activities 313, 316–317, 341
Customizing
letterhead 274, 278
mail merge templates 186
D
Debugging
inbound email snapshots 241
Declining
events 347–348
Deleting
email attachments sent as links 243
Deliverability
guidelines 212
Dialer
assign a number 285–286
398
Index
Dialer (continued)
best practices 286
create permission set 289–290
enable 289
implementation prerequisites 288
release number 291
sandbox testing 291
set up 287
troubleshooting 292
usage 290
DNS txt record term 214
Drag-and-drop scheduling
about 346
setting up 346
E
Einstein Activity Capture
activity reports 204
connect 194
considerations 199
default activity sharing 203
enable 202
excluded addresses 196, 203
guidelines 195
reports 198
select users 201
setup 200
sharing 196–197
email 47–49, 232, 234–235, 258, 266–267
Email
About My Email to Salesforce 248–249
administration 212
attachments 243
bounce management 212
bulk email notes 253
compliance BCC email 216
create a DKIM key 214
deliverability 210, 212
delivery, configuring 212
editions 229
email relay 225–226
Email to Salesforce 244, 247
enable 225
Enable Email to Salesforce 246
fields for templates 264
footers 240–241
guidelines for sending 236
import a DKIM key 215
letterhead 274, 278
Email (continued)
limits 230
log 218
logs 216–217
mass email 255
mass email guidelines 256
mass email notes 253
mass email status messages 255
mass email, notifications 212
organization-wide addresses 238–239
overview 232, 257
permissions 229
productivity 216
relate to records via Email to Salesforce 247
relay 207
salesforce 205–206
Salesforce Classic 236
send 237
send bulk email 249, 254
send list email 249, 254
send mass email 249, 254
send through salesforce 209
Send through Salesforce 210
Sender ID 212
Sender Policy Framework (SPF) 212
set up Email to Salesforce Address 245
test deliverability 211
tracking 241
Transport Layer Security (TLS) 212
Email attachments
Access 233
Sharing 233
Email logs
viewing 218
Email merge fields
Access 233
Sharing 233
Email Messages
guidelines 237
email notifications 306
Email Relay
setup 227
email templates 232, 235, 258, 266–267
Email templates
Access 233
adding images 260
attaching files to 273
cloning 272
merge fields 262
399
Index
Email templates (continued)
merge fields for cases 264
Sharing 233
text 273
version settings 281
Viewing 270
Email to Salesforce
About 244, 248–249
create a DKIM key 214
Enabling 246
import a DKIM key 215
set up 245
Email troubleshooting
inbound email snapshots 241
EmailMessage 223–224
Emails
guidelines 237
Enhanced Email
considerations 224
enable 225
Enhanced Email with Lightning for Gmail
enable 102
event attendees
Lightning Sync settings 341
Events
accepting or declining 347–348
adding to other calendar applications 346
adding to Outlook 347–348
creating 339, 342
recurring 339, 342
syncing with Google 347–348
syncing with Outlook 347–348
viewing details 325–326
Events and calendars 312
Events and tasks 295
Events with invitees
creating 345
Extended Mail Merge
using 192
F
Fields
email templates 264
events 319, 322
mail merge templates 264
tasks 304
G
Gmail
email 208
Lightning for Gmail, overview 98
Web App, seeing Salesforce content in 98
Web App, setting up users to work with custom Salesforce
content in 103
Google Calendar™
adding events 346
H
Home
news 295
I
iCal®
adding events 346
Icons
calendar 337
Images
adding to email templates 260
Inbox
clients 7, 30
control panel 32
select users 32
Setup 31, 33, 35
setup assistant 31
sharing 15, 21
Inbox Clients 6
Inviting people to an event 345
L
Leads
assigning to synced Outlook tasks 113
News 293
Letterheads
customizing 274, 278
Lightning App Builder
mail application pane, create 103
Lightning Desktop 267
Lightning Dialer
assign a number 285–286
best practices 286
create permission set 289–290
enable 289
implementation 287
implementation prerequisites 288
release number 291
sandbox testing 291
400
Index
Lightning Dialer (continued)
set up 287
troubleshooting 292
usage 290
Lightning Email Templates 48
Lightning Experience 48–49, 232, 234–235, 258, 266
Lightning for Gmail
Lightning for Gmail, setting up 101–102
Lightning for Gmail, user setting up 102
system requirements 101
Web App, setting up users to relate emails to Salesforce
content in 102
Web App, setting up users to see Salesforce content in 101–
102
Lightning for Outlook 47–49
Lightning Sync
manage users 84
setting up event attendees in Lightning Experience and
Salesforce app 341
User license support 50
Limitations
mass email 252, 256
Limits
email 230
list email 250–251
List email 249, 252, 254–256
List Email
limits 252
M
Mail merge
creating templates 187
fields 264
generating single documents 191
mail merge templates 186
mass wizard 192
merge fields 186
modifying templates 188
overview 184
uploading templates 190
using sample templates 188
marketing campaign calendar 332–333
mass email 250–251
Mass email 249, 252, 254–256
Mass Email
limits 256
Mass mail
mass email status messages 255
Merge fields
cases 264
email templates 262
inserting in Microsoft Word 189
Microsoft Word
inserting merge fields in 189
Monitoring
inbound email snapshots 241
Multi-person events 345
My Unresolved Items
contacts 111
tasks 113
N
News
accounts 295
contacts 295
guidelines 293
Home 295
leads 295
opportunities 295
Notes
enable 364
feed tracking 366
guidelines 361, 363
publisher layout 365
related list 365
revert 362
Salesforce app 366
setup 363
share 362
O
Office 365
email 208
Opportunities
assigning to synced Outlook tasks 113
News 293
opportunity calendar 331
Outlook
adding events 346–348
See also Salesforce for Outlook 113
syncing events 347–348
syncing with Salesforce 113
P
Profiles
organization-wide addresses 238
401
Index
Public calendars
setting up 318
R
record feed 234
Recurring Events
syncing with Salesforce for Outlook 134
regenerated tasks 302
Reminders
popup window 354
repeating tasks 302
Resources
calendars 318
S
Sales Productivity 1
Salesforce Classic Templates 49
Salesforce for Outlook
about 113
configurations for groups of users to create records from
Outlook 140
configurations for groups of users to sync and access features
140
excluding certain contacts from sync 130
excluding certain tasks from sync 136
syncing contacts 130
syncing recurring events 134
syncing tasks 136
Salesforce records
Gmail Web App, setting up 101
Gmail Web App, user setting up 102
Web App, seeing in 98, 102
Salesforce to Salesforce
accept invitation 379
accepting records 390
configure settings 374
connection finder 375
connections 381
criteria for automatically accepting related records 391
enable 373
external sharing related list 394
field mapping 395
forward records 389
inviting 378
overview 372
publish fields 383
record status 394
reject invitation 379
report activity 392
Salesforce to Salesforce (continued)
send invitation 378
share records 388
subscribing to fields 385
workflows 386
Send through Gmail 235
Send through Office 365 235
Sending email
attachments 237
attachments size guidelines 236
Set up
Send through Gmail 208
Send through Office 365 208
Shared Activities
considerations 297, 357
enable 309–310, 358–359
Sharing
calendar 334–337
public calendars and resources 318
Social Accounts, Contacts, and Leads
associate 369
configure 370
enable 371
guidelines 368
profile images 370
view 369
Syncing
contacts with Salesforce for Outlook 130
recurring events with Salesforce for Outlook 134
tasks with Salesforce for Outlook 136
System Requirements
Lightning for Gmail 101
T
task
notification 311, 318
notify 311, 318
remind 311, 318
reminder 311, 318
task notifications 303, 306
tasks
setup 308
Tasks
assigning to accounts 113
assigning to contacts 113
assigning to leads 113
assigning to opportunities 113
assigning to other records 113
email notifications 309
402
Index
Tasks (continued)
excluding from syncing with Salesforce for Outlook 136
fields 312
group 310–311
group tasks 303, 312
guidelines 300
syncing with Salesforce for Outlook 136
unresolved 113
Templates
creating text email 273
Creating with Microsoft Word 189
email, merge fields 262
mail merge 186
mail merge, merge fields 186
merge fields 186, 262
To-dos 299
U
Unresolved contacts
assigning to accounts 111
Unresolved tasks
assigning to accounts 113
assigning to contacts 113
assigning to leads 113
assigning to opportunities 113
assigning to other records 113
V
Version settings 281
Viewing
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