Sales Productivity

Salesforce, Spring ’24

@salesforcedocs
Last updated: March 15, 2024
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CONTENTS

Sales Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Sales Cloud Everywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Salesforce Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Integration with Microsoft Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Email and Calendar Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Use Email to Salesforce to Relate Emails to Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Work With Salesforce’s Email in Sales Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 767
Email Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 871
Sales Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 931
News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946
Activities: Tasks, Events, and Calendars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037
Social Accounts, Contacts, and Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1046
Social Intelligence Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1046
Salesforce to Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055
Video Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1080

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1098
SALES PRODUCTIVITY

Salesforce offers a ton of features to increase sales productivity.

Note: For usage restrictions that apply to this product, see this document.

Einstein Conversation Insights

Give sales and service teams insights about their customer calls and surface coachable moments. Managers and reps can play
recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next
steps. Sales and service leaders can extract conversation trends and visualize insights related to voice and video calls.
Sales Cloud Everywhere
The Salesforce Chrome extension in Sales Cloud lets you work with your To Do List, see engagement alerts, create and update records,
and more, without leaving the web page you're on.
Sales Engagement
Accelerate your inside sales process with a high-productivity workspace. With cadences, managers can create custom sales processes
that guide sales reps through handling different types of prospects. Those cadences appear for sales reps in the Work Queue, a task
list that appears inside the Sales Console. And with other productivity-boosting features like Sales Dialer, Lead Scoring, and included
reports, your sales teams have everything they need to handle prospects in a fraction of the time it took before.
Salesforce Meetings
Salesforce Meetings is a set of tools to enhance sales reps’ interactions with prospects and customers. Reps can ensure everyone is
aligned before a meeting starts by seeing valuable meeting information with Meeting Digest.
Integration with Microsoft Teams
Integrate Salesforce with Microsoft Teams to bring Salesforce data directly to Teams users on their desktop and mobile devices.
Teams participants can mention Salesforce records directly in chats or channels in Teams to provide information about a contact,
lead, opportunity, account, or case. Teams channel members with Salesforce access can view more record details without leaving
Teams.
Email and Calendar Integrations
You spend tons of time working prospects from your email and scheduling appointments from your calendar. After Salesforce admins
set up these integration products, you can get your Salesforce work done directly from your Microsoft or Google applications such
as Outlook, Gmail, and Google Calendar.
Use Email to Salesforce to Relate Emails to Records
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.
Work With Salesforce’s Email in Sales Cloud
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. Email templates with merge fields let you quickly
send emails that include field data from Salesforce records like contacts, leads, or opportunities. You can use email templates when
emailing groups of people—with list email or mass email—or just one person.

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Sales Productivity Einstein Conversation Insights

Sales Dialer
Use Sales 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. Articles come
from reputable, English-language news sources.
Activities: Tasks, Events, and Calendars
Activities include tasks, events, and calendars. With Salesforce, track tasks and meetings 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 social network profiles associated
with Salesforce accounts, contacts, and leads.
Learn More About Social Intelligence Module
The Social Intelligence Module (SIM) is a Salesforce package that runs inside Sales Cloud. SIM provides enhanced account-based
listening and social selling strategies. With SIM, you can see information that is actionable and based on definable topics.
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.
Video Conferencing
Let your sales reps use video conferencing to connect with customers remotely.

Einstein Conversation Insights

Give sales and service teams insights about their customer calls and surface coachable moments.
EDITIONS
Managers and reps can play recordings of conversations to gain visibility into mentions of
competitors, products, custom keywords, pricing discussions, and next steps. Sales and service Available in: Lightning
leaders can extract conversation trends and visualize insights related to voice and video calls. Experience
Note: To learn more about this feature in Trailhead, check out the Einstein Conversation Available in Einstein
Insights module. Conversation Insights, which
Einstein Conversation Insights is a feature available for sales and service users that offers the ability is available in Enterprise,
to see insights and trends surfaced from voice and video calls. Calls are recorded and analyzed for Performance, and
mentions of specific keywords, phrases, and points of interest. Reps and managers can review the Unlimited Editions
call transcript, or see areas that need attention or follow-ups from the Action Items tab. Available for an extra cost in
Enterprise Edition for use
with more than 10 users

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Sales Productivity Einstein Conversation Insights

From voice and video call records, managers can play call recordings and see call details, including the talk-to-listen ratio. The different
colors show the participants on the call. Jump to different mentions in the call from the player (1). Click different mentions (2) to highlight
and jump to specific areas of the call.
Managers can also add feedback (3) to help us surface the most relevant calls in the daily highlights email. This feedback goes to our
system, not the sales or service rep on the call.
Managers can also see reports and dashboards about different insights.

From the Overview page, managers can filter by rep and call date (1), and review reports of top mentions based on role hierarchy (2).
The Overview page also features links to recordings in the Recent Calls table (3). These recordings are the calls most recently made by
your team.
Managers can see more details on the Mentions page.

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Sales Productivity Einstein Conversation Insights

Filter by the type of mention and see relevant reports (1). This page also features a list of Relevant Calls (2) based on your filter criteria.
Einstein Conversation Insights comes with a number of automatic insights for sales and service users.

Table 1: Automatic Insights for Sales

Insight Type Description
Next Steps Follow-up, scheduling, and action items mentioned in calls

Pricing Mentioned Quotes, cost, payment, and purchase orders mentioned in calls

Challenges Issues such as time, additional approval, or other challenge-related

phrases

Trending Recent words or phrases that appear in a significant pattern across

calls

Longest Monologue The longest employee talk time relative to the call

Longest Customer Story Customer’s longest turn speaking in a call

Question Questions asked during calls

Objection - Budget Objection related to price

Objection - Authority Objection calling for input from someone else

Objection - Need Objection related to a lack of interest or need

Objection - Timing Objection indicating that the timing isn’t right

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Sales Productivity Einstein Conversation Insights

Table 2: Automatic Insights for Service

Insight Type Description
Trending Recent words or phrases that appear in a significant pattern across
calls

Escalation Request to talk to a supervisor made in calls

Attrition Risk Service cancellation, unsubscription, or refunds mentioned in calls

Payments Pricing, quotes, delivery fees, or invoicing mentioned in calls

Longest Monologue The longest employee talk time relative to the call

Longest Customer Story Customer’s longest turn speaking in a call

Question Questions asked during calls

Einstein Conversation Insights users can also receive daily emails with a list of highlighted calls if there were at least 3 calls with insights
in the previous day.

Note: Some Einstein Conversation Insights features, such as Salesforce Inbox, require users to connect a Microsoft® Exchange or
Gmail™ account to Salesforce.

Compare Einstein Conversation Insights for Sales and Service

If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the
two flavors.
Recording Providers
Connect voice and video recording providers to begin importing calls into Einstein Conversation Insights.
Optimal Speaker Separation
Optimal Speaker Separation helps with the creation of transcripts and call insights, so we recommend that orgs enable the feature
to get the most out of Einstein Conversation Insights.
Call Summaries Powered by Einstein Generative AI
Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein, the new
Summary tab on call records allows users to create editable summaries that include next steps and customer feedback, and share
summaries for easier team collaborations in the flow of work.
Call Explorer Powered by Einstein Generative AI
Einstein Conversation Insights users can ask questions directly from voice and video call records. Powered by Einstein, the new Call
Explorer allows users to quickly gather information about a call, such as product mentions or outstanding customer questions.
Related Records for Voice and Video Calls
The Related Record field on voice and video calls links useful information between calls and relevant records. This field is often
populated when a call is first processed, and can be manually updated later. With the Related Record Matching feature, calls can be
matched to related records automatically.
Set Up Einstein Conversation Insights
Use the Setup menu to get the guidance you need for setting up Einstein Conversation Insights. Connect a recording provider, assign
permission sets, and define insights to use Einstein Conversation Insights. After the setup process is complete on the org and user
levels, calls are processed automatically, and call data can be found on voice and video record pages.

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Sales Productivity Compare Einstein Conversation Insights for Sales and Service

Integrate Voice Connectors with Einstein Conversation Insights

If your sales or service teams are using Dialpad, RingCentral, Aircall, or Amazon Connect, you can connect their customer conversations
with Einstein Conversation Insights (ECI) to get transcripts, insights, next steps, and more ECI features.

SEE ALSO:
Set Up Einstein Conversation Insights
Sales Engagement
Compare Conversation Insights for Sales and Service

Compare Einstein Conversation Insights for Sales and Service

If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the
two flavors.

Topic Sales Service

How do users access it? Conversation Insights for Sales permission Conversation Insights for Service permission
set OR Sales Engagement Conversation set
Insights permission set OR Einstein
Conversation Insights Included permission
set

What does user access provide? • Access to the Conversation Insights • Access to the Conversation Insights
dashboard in the Sales Console dashboard in the Service Console
• Daily emails summarizing the team’s • Daily emails summarizing the contact
call insights center’s call insights
• Insight data in the audio player on call • Insight data in the audio player on call
records records

Which recording providers can I use? Sales Dialer or Amazon Connect Sales Dialer or Amazon Connect

Which out-of-the-box insights are provided? Standard insights: Standard insights:

• Competitor Mentioned • Competitor Mentioned
• Product Mentioned • Product Mentioned
Automatic insights (no configuration Automatic insights (no configuration
needed): needed):
• Challenges • Attrition Mentioned
• Next Steps • Escalation
• Pricing • Trending
• Trending • Longest Agent Monologue
• Longest Agent Monologue • Longest Customer Story
• Longest Customer Story • Payments

What are examples of custom insights I can Discounts Customer Issues

create? Promotions

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Sales Productivity Recording Providers

Topic Sales Service

Which calls are analyzed for insights? Sales call recordings are scanned for Service call recordings are scanned for
mentions of standard and custom sales mentions of standard and custom service
insights. insights.
A call is a sales call if the call owner has the A call is a service call if the call owner has
Conversation Insights for Sales, Sales the Conversation Insights for Service
Engagement Conversation Insights, or permission set.
Einstein Conversation Insights Included An insight is a service insight if Service is
permission set. If they also have the selected in the Category field.
Conversation Insights for Service permission
set, it’s still considered a sales call. All video
calls are considered sales calls.
An insight is a sales insight if Sales is
selected in the Category field.

Recording Providers
Connect voice and video recording providers to begin importing calls into Einstein Conversation
EDITIONS
Insights.
By connecting a recording provider, you’re granting Salesforce permission to store and analyze Available in: Lightning
sales recordings from this source. It’s your responsibility to make sure you’re complying with the Experience
recording laws in the places where your organization does business.
Available in Einstein
Note: Salesforce employees may access and review this data, including recorded calls, for Conversation Insights, which
the purposes of improving and training the product. is available in Enterprise,
Performance, and
Connecting also shares the email addresses of Salesforce users with this recording provider to match Unlimited Editions
recorded calls with users.
Available for an extra cost in
Einstein Conversation Insights supports Google Meet, Microsoft Teams, and Zoom Meetings for Enterprise Edition for use
video calls. These voice recording providers are supported. with more than 10 users
• Sales Dialer
• Service Cloud Voice with Amazon Connect
• Service Cloud Voice with Partner Telephony
• Service Cloud Voice with Partner Telephony from Amazon Connect
• Dialpad, RingCentral, Aircall, and Amazon Connect
There are additional setup steps and requirements to connect these providers. For more information, see Integrate Voice Connectors
with Einstein Conversation Insights.

The following partners are also supported: CloudTalk, Fastcall, Natterbox, PhoneIQ, Redbox, and Tenfold. Reach out to these telephony
providers about using their product with Einstein Conversation Insights.

Note: To use other recording providers, inquire about implementing an API solution to connect your provider. More information
can be found in Einstein Conversation Insights API Setup for Recording Providers.
For more information about the types of information that can’t be imported, see our Trust and Compliance site.

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Sales Productivity Optimal Speaker Separation

For information about adding Zoom as a video recording provider, see Set Up Zoom Integration. Zoom Phone is not supported out of
the box.
For users to see their processed calls, the email address of the connected video account needs to match the email address used to log
into Salesforce.

SEE ALSO:
Compare Conversation Insights for Sales and Service

Optimal Speaker Separation

Optimal Speaker Separation helps with the creation of transcripts and call insights, so we recommend
EDITIONS
that orgs enable the feature to get the most out of Einstein Conversation Insights.
Most video and voice call providers identify speakers on the call. However, in cases where this Available in: Lightning
information isn’t identified or shared, the Optimal Speaker Separation feature is used to help in the Experience
creation of transcripts and call insights. This includes non-English calls, video calls where the transcript
Available in Einstein
is not shared, and voice mono calls (those that only use one channel for transmission.
Conversation Insights, which
Many Einstein Conversation Insights features rely on the availability of separate speaker tracks, so is available in Enterprise,
we recommend that all users enable the feature. If a user opts out from Optimal Speaker Separation Performance, and
and makes a call that would otherwise use the feature, then some call insights are still available, Unlimited Editions
but no transcript or actions items are generated. Available for an extra cost in
Acoustic data used for speaker separation is private and is not tracked or used for purposes other Enterprise Edition for use
than speaker separation in features that require it. Speakers are separated but they are not identified. with more than 10 users
After we process calls for transcription, conversation insights, action items, and coaching
recommendations relevant to your teams:
• We delete the acoustic features that are used to separate speakers from our system.
• The data is not retained after an individual call is processed.
• Speaker data is not shared with third parties.
• The insights generated are private to your org.

Call Summaries Powered by Einstein Generative AI

Einstein Conversation Insights users can create generative call summaries on voice and video calls. Powered by Einstein, the new Summary
tab on call records allows users to create editable summaries that include next steps and customer feedback, and share summaries for
easier team collaborations in the flow of work.

Available in: Lightning Experience

Available in Performance and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights.

This feature is available to users with the Einstein Sales Call Summaries permission set and access to a voice or video call record. Users
without the permission set can see and copy summary data if they have access to the record, but they can’t create or edit call summaries.
Use the Summary tab to create and access call summaries.

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Sales Productivity Call Summaries Powered by Einstein Generative AI

A standard call summary includes the summary itself, the customer impression, and any next steps. Click Create Call Summary to create
a summary for a voice or video call.

Click the edit button to update the content in a call summary.

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Sales Productivity Call Summaries Powered by Einstein Generative AI

Users can see the calls and summaries related to a record with the Call Summaries Related List Lightning component. This component
shows summaries for voice and video calls related to that specific record, using the same matching logic as the activity timeline.

Call summaries are currently limited to calls that include a transcript in English, French, German, Italian, Japanese, or Spanish. Summaries
are sometimes not generated for lengthy calls.

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Sales Productivity Call Explorer Powered by Einstein Generative AI

Call Explorer Powered by Einstein Generative AI

Einstein Conversation Insights users can ask questions directly from voice and video call records. Powered by Einstein, the new Call
Explorer allows users to quickly gather information about a call, such as product mentions or outstanding customer questions.

Available in: Lightning Experience

Available in Performance and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights.

This feature is available to users with the Einstein Sales Call Explorer permission set and access to a voice or video call record.
To bring up Call Explorer, use the Explore Conversation button.

Enter questions related to the call, and Einstein provides an answer.

Call Explorer delivers one answer per query. You can toggle between different questions you’ve asked with the arrow buttons. Call
Explorer is currently supported for calls in English, French, German, Italian, Japanese, and Spanish.
Call Explorer is also available in Einstein Copilot as a standard action. For more information, see Einstein Copilot Actions.

11
Sales Productivity Related Records for Voice and Video Calls

Related Records for Voice and Video Calls

The Related Record field on voice and video calls links useful information between calls and relevant
EDITIONS
records. This field is often populated when a call is first processed, and can be manually updated
later. With the Related Record Matching feature, calls can be matched to related records Available in: Lightning
automatically. Experience
Voice and video calls are matched at an overall record level using the Related Record field. Individual
Available in Einstein
participants on calls are also matched to existing records based on meeting data.
Conversation Insights, which
is available in Enterprise,
Performance, and
Related Record Matching
Unlimited Editions
With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses
Available for an extra cost in
participant details try to find a corresponding opportunity or account record. The setting looks at Enterprise Edition for use
call owner details, contacts related to opportunities through opportunity contact role, and related with more than 10 users
opportunities to accounts for internal users or contacts, based on who was on the call. For custom
logic, this field also supports flow builder to set up any preferred matching if the ECI setting is off.

Participant Matching
We try to match each individual participant on a call with a record (user, contact, or lead) based on meeting data, such as a phone
number, email, or name. Once matched, call and insight data will show in the activity timelines for all related participant records.

Note: When a video provider does not provide an email (such as when a user joins a meeting without being logged in), we are
only provided the name that the user entered. If utilizing Einstein Activity Capture for calendar sync, we will attempt to match this
participant using calendar invitees.
Use the Related Record field to link calls to other related records, like account or opportunities. Linked records can display conversation
data, including insights and call transcript snippets, from the activity timeline of related records.

Note: Call data also appears in the activity timeline separately for call participants, such as users, contacts, and leads. This applies
even if these records are not listed in the call records’ Related Record field.
If Related Record Matching is enabled, Salesforce attempts to match to related opportunities or accounts automatically. Users can filter
Conversation Insights dashboards by opportunity stage and amount to see the data that matters most.
Salesforce attempts to populate the field when a call is first processed, though users with record access can manually update the field
later. Salesforce also attempts to find a match 7 days after the call was created, in the event that a new related record is found or when
the related record field is empty. The way records are matched is different for voice and video calls.

Table 3: Related Record Matching for Voice and Video Calls

Supported Objects Matching Details Related Record Matching
Required to Auto-Match
Related Record?
Voice call Accounts, Cases, Contacts, Call participant matches are No, but opportunities aren’t
Leads, Opportunities, and based on the phone number matched without it.
custom objects listed on existing records. The user placing the call needs
If multiple records have the access to the related opportunity
same phone number, one is for it to be matched.
chosen at random. Opportunity matching
supersedes other matches.

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Sales Productivity Set Up Einstein Conversation Insights

Supported Objects Matching Details Related Record Matching

Required to Auto-Match
Related Record?
Video call Accounts, Cases, Contacts, Call participant details, such as With Related Record Matching
Leads, Opportunities, and email addresses and phone off, we won’t match the Related
custom objects numbers, are used to find Record field to anything.
associated records.
If multiple opportunities are
related, the most relevant one is
matched based on call
participants and the last
modified date.

Salesforce admins can turn the Related Record Matching feature on or off. From Setup, enter Einstein Conversation
Insights in the Quick Find box, then select General Settings.
Opportunity Matching uses call participant details (email addresses and phone numbers) to match opportunities to calls. Closed
opportunities and opportunities that haven’t been modified within two years aren’t included.

Set Up Einstein Conversation Insights

Use the Setup menu to get the guidance you need for setting up Einstein Conversation Insights.
EDITIONS
Connect a recording provider, assign permission sets, and define insights to use Einstein Conversation
Insights. After the setup process is complete on the org and user levels, calls are processed Available in: Lightning
automatically, and call data can be found on voice and video record pages. Experience
Review considerations and plan your implementation prior to setup.
Available in Einstein
Set Up Einstein Conversation Insights in five steps. Conversation Insights, which
1. Turn on Einstein Conversation Insights. is available in Enterprise,
Performance, and
2. Connect voice or video recording providers. Unlimited Editions
3. Turn on additional Einstein Conversation Insights features. Available for an extra cost in
4. Assign relevant permission sets. Enterprise Edition for use
with more than 10 users
5. Set up call insights.

Considerations for Setting Up Einstein Conversation Insights USER PERMISSIONS

Before setting up Einstein Conversation Insights, consider these requirements, limitations, and
To enable Einstein
nuances. Conversation Insights:
Security and Data Storage for Einstein Conversation Insights • Customize Application
Review our policies around security and data storage specific to Einstein Conversation Insights.
Turn On Einstein Conversation Insights
Enable Einstein Conversation Insights from the General Settings page in Setup.
Connect Voice Recording Providers
Connect at least one recording provider to use Einstein Conversation Insights.

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Sales Productivity Set Up Einstein Conversation Insights

Connect Video Recording Providers

Connect Zoom Meetings, Google Meet, or Microsoft Teams to use Einstein Conversation Insights with your video calls.
Turn on Additional Features for Einstein Conversation Insights
Turn on opportunity matching and reporting features from Setup.
Assign Conversation Insights Permission Sets
Assign the permission sets for Einstein Conversation Insights from Setup.
Set Up Call Insights
Define call insights related to mentions of competitors and products that are important to your Salesforce org. And create custom
insights for when words or phrases relevant to your teams are mentioned.
Add Call Summaries to Voice Calls, Video Calls, and Related Records
If you have call summaries enabled, use the Lightning App Builder to add the Call Summary component to voice and video call
records if they’re not added by default. And add the Call Summary Related List component to the page layouts of related records.
Add Call Explorer to Voice Calls and Video Calls
Enable Call Explorer by turning on the feature in Setup and assigning the related permission set to users.
Run the Einstein Conversation Insights Assessor
Wondering whether you’re ready for Einstein Conversation Insights or whether it can help your sales and service managers? Run
the Einstein Conversation Insights Assessor to find out. We analyze your Salesforce implementation, in either a production or sandbox
environment, and then send you a personalized report. The report tells you whether you‘re ready to use Einstein Conversation
Insights or whether you need to complete additional steps.
Guidelines to Start Using Einstein Conversation Insights
Make sure sales and service users have Einstein Conversation Insights (ECI) licenses and record calls to start using ECI. Recorded
customer calls are then processed automatically if they’re over 10 seconds long.

SEE ALSO:
Einstein Conversation Insights

Considerations for Setting Up Einstein Conversation Insights

Before setting up Einstein Conversation Insights, consider these requirements, limitations, and
EDITIONS
nuances.
Available in: Lightning
General Experience

• Einstein Conversation Insights isn’t supported in Experience Cloud sites. Available in Einstein
Conversation Insights, which
• Einstein Conversation Insights isn’t supported in Government Cloud. Contact your Salesforce
is available in Enterprise,
account executive for more details.
Performance, and
• Sales Dialer is available for an extra cost as an add-on license. Unlimited Editions
• Set up a role hierarchy to get the most use out of Einstein Conversation Insights. At least two Available for an extra cost in
levels of role hierarchy are required to create and use the Conversation Insights dashboards. Enterprise Edition for use
• Einstein Conversation Insights included in Sales Cloud Unlimited Edition provides analytics with more than 10 users
reporting using the CRM Analytics platform. When using this functionality, your license doesn't
allow you to:
– Build custom analytics apps or dashboards
– Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein

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Sales Productivity Set Up Einstein Conversation Insights

– Import data from Salesforce standard or custom objects that aren’t included in this feature

Table 4: User Permissions

Salesforce Admin or User Task Preferences and Permissions Required
Set up Einstein Conversation Insights Customize Application, Modify All Data, Assign Permission Sets,
and Manage Users

To use Einstein Conversation Insights for Sales Sales Engagement Conversation Insights, Sales Cloud Bundle
Included, Einstein Conversation Insights Included, OR Conversation
Insights for Sales permission set

To use Einstein Conversation Insights for Service Conversation Insights for Service permission set

To delete video call records Modify All Data

Use Dialer Dialer Inbound, Dialer Outbound, and Dialer Minutes permission
sets

Subscription Considerations and Limitations

• Each Einstein Conversation Insights subscription includes up to 675 processed hours of calls per year per license. This limit is based
on the total hours of all licenses, so an org with 10 licenses can process 6,750 call hours across all Einstein Conversation Insights users
over 12 months.
• If an org is using Unlimited Edition or Performance Edition, each Einstein Conversation Insights Included license includes up to 120
processed hours of calls per year per license. Usage is calculated at the org level based on the total number of licenses rather than
separately for each license. Unused hours roll over to the following year. The feature includes automatic insights for Sales only.
Customers can buy more ECI hours, as needed.
• Salesforce employees can access and review this data, including recorded phone calls or video meetings, for the purposes of improving
and training the product.
• Conversation Insights is compatible with Sales Dialer out of the box, along with Google Meet, Microsoft Teams, and Zoom Meetings
for video calls. Zoom Phone is not available out of the box. Dialpad, RingCentral, Aircall, and Amazon Connect are available with
additional setup. Other supported partners are available via API. Integration work is required from the customer to add a new
recording provider.
• Conversation Insights doesn’t record your calls. Rather, you connect it with your recording system. It’s a customer’s responsibility to
manage consent and comply with local privacy requirements in the way calls are recorded.
• Einstein Conversation Insights is available in the following languages and dialects:
– Arabic
– Bulgarian
– Catalan
– Chinese (Simplified and Traditional)
– Croatian
– Czech
– Danish
– Dutch
– English (Australia), English (Australia), English (England), English (India), English (Ireland), English (New Zealand), English (Scotland),
English (US),

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Sales Productivity Set Up Einstein Conversation Insights

– Finnish
– French (Canada), French (France)
– German
– Greek
– Hebrew
– Hindi
– Hungarian
– Icelandic
– Indonesian
– Italian
– Japanese
– Korean
– Latvian
– Lithuanian
– Polish
– Portuguese (Brazil), Portuguese (Portugal)
– Punjabi
– Romanian
– Russian
– Serbian
– Slovak
– Spanish (Spain), Spanish (US)
– Swedish
– Thai
– Turkish
– Ukrainian
– Vietnamese
The automatic insights available (including Next Steps and Objection-related insights) can vary widely by language. To see the full
list of supported automatic insights by language, go to Call Insights under Einstein Conversation Insights in Setup and select the
Automatic tab. We’re continually offering additional support, but make any usage decisions based on currently available insights.
• Einstein Conversation Insights is included with Performance and Unlimited editions. If you have users in an Unlimited or Performance
Edition org who accessed Einstein Conversation Insights through an add-on license before Summer ’22, we recommend that you
assign those users the Sales Cloud Included or Einstein Conversation Insights Included permission sets, or a custom permission set
that includes it. To make these assignments, add the new permissions to your users before removing the old permissions. Beginning
in Summer ‘22, you can’t add users to the add-on permission sets in Unlimited or Performance Edition orgs. To manage your
permission set assignments, see Assign Conversation Insights Permission Sets.

Feature Availability Limitations

• Conversation Insights dashboards are refreshed roughly every 8 hours by default, and it takes some time to create dashboards after
initially enabling Conversation Insights.

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Sales Productivity Set Up Einstein Conversation Insights

• The recording is available as soon as it’s uploaded to Salesforce. Processing begins as soon as the recording is uploaded, and it takes
time to process and analyze recorded calls based on the size of the recording.. Each call recording file must contain only one call for
processing. Einstein Conversation Insights doesn’t support multiple calls in a single recording file.
• If there are at least 3 calls with insights or relevant content in the previous day, the Call Highlights email is sent.
• Voice calls shorter than 10 seconds in duration are not processed depending on the recording provider.
• Calls need to include at least two participants (with one being non-internal) in order to be processed.
• Call collections are limited to 100 items and 100 members for each call collection.
• If you’re creating a sandbox from an org that already has voice calls, voice call records and voice call recordings aren’t copied over.
To use the feature in sandbox, you must enable Conversation Insights from Setup again.

Considerations for Use with Service Cloud, Sales Engagement, and Other Applications
• Although Einstein Conversation Insights can be added to Service Cloud licenses, Einstein Conversation Insights is optimized for sales
conversations.
• When Service Cloud Voice and Conversation Insights are both turned on in the same production org, copying the production org
to a sandbox turns off Conversation Insights and breaks the flow of data to the Service Cloud Voice CRM Analytics app. To restore
the data flow, turn on Conversation Insights in the sandbox.
• Service Cloud Voice supports encryption of your call recordings stored in S3, but Einstein Conversation Insights does not support
that encryption.
• If your org uses dataflows, make sure that existing dataflows don’t set a default value for the ParentRoleId field on the UserRole
object. This value restricts users from viewing voice calls owned by their subordinates based on the Salesforce role hierarchy.
• If Einstein Conversation Insights is enabled and Sales Engagement users have connected Zoom accounts, their meeting content is
processed and made available to their managers.
• If an Einstein Conversation Insights license is removed during a call, Einstein Conversation Insights doesn’t process the related call.
• Connecting to a recording provider shares the email addresses of Salesforce users with the recording provider to match recorded
calls with users.

Supported Features and File Types

• MP3, FLAC, WAV, MP4, and M4A file types are supported.
• MP4 files are supported for video only.
• Each recording is limited to 64 MB.
• Sound eXchang is used to convert MP3, FLAC, and WAV files. See the SoX page for information about supported codecs.
• FFmpeg is used to convert MP4 and M4A files. See the FFmpeg page for information about supported codecs.
• Shield Platform Encryption isn’t supported.

Other Considerations and Limitations

• To see transcripts from Zoom meetings, enable the Cloud recording and transcript features in Zoom in advance. After enabling the
feature in Zoom, it can take some time before transcripts are available in Salesforce.
• Orgs can have up to 100 custom insights. Each insight can have a maximum of 25 keywords, with each keyword limited to 255
characters.
• The opportunity amount filter doesn’t support the currency format or decimals. When entering a new value in the opportunity
amount filter, tab out of the widget to update the dashboard with your changes.

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Sales Productivity Set Up Einstein Conversation Insights

• If your org is using Opportunity Matching, the user placing the call needs access to the related opportunity for it to be matched for
voice calls. User access isn’t required for opportunity matching with video calls.
• In order for the video integration to work, the email address of the connected video account must match the email address used to
log into Salesforce.
• To delete video call records, the Modify All Data permission is required.
• Search functionality within a transcript is not currently supported.

Security and Data Storage for Einstein Conversation Insights

Review our policies around security and data storage specific to Einstein Conversation Insights.
EDITIONS
Our Trust and Compliance site has detailed information about Salesforce services, including Einstein
Platform Security, Privacy, and Architecture and Einstein Platform Notices and License Information. Available in: Lightning
Experience
Salesforce Einstein uses global predictive models to provide customers with meaningful predictions.
Personally Identifiable Information (PII) is not used in these models. To opt out of global models, Available in Einstein
see Salesforce Einstein: Global Model Opt-Out Process. Conversation Insights, which
For more information about data policies across Einstein features, see Manage Data Policies for is available in Enterprise,
Performance, and
Einstein Features and Einstein and Data Usage in Sales Cloud, Service Cloud, and Einstein Platform.
Unlimited Editions
Available for an extra cost in
Call Privacy Enterprise Edition for use
Voice and video call record access is controlled by role hierarchy and sharing rules by default. with more than 10 users
Managers can review calls made by their entire team and share call collections.
For information about managing record access, see Create Sharing Rules.
For any call that has a related record, the call is visible in the activity timeline of that record and those that have access to it, but only
those with Einstein Conversation Insights access can see the insights and recording related to the call.

Data Storage
Voice call recordings from telephony providers are stored in Salesforce for two years and don’t count against your data storage limits.
This does not apply if you’re using a native Salesforce telephony provider such as Sales Dialer. These voice call recordings are saved as
files in Salesforce.
An hour of recording takes up roughly 15 MB of storage space, and the same sharing rules apply to recordings as other files in Salesforce.
Admins can delete call recordings from the Recording Management page in Setup.
To extend the retention period for voice calls, reach out to Salesforce Support.
Video conferencing calls are live-streamed when you access the video record page. Video calls are stored according to the settings of
each video recording provider, and must be accessible through cloud storage to be processed by Einstein Conversation Insights.

Record Deletion
Records can be deleted from voice or video call record pages.
Admins can also use Setup to delete video call records, recordings, and participants by email. Enter Delete Video Calls in the
Quick Find box in Setup and select Delete Video Calls.
Voice recordings are stored with the voice call record, which admins can manually delete. This deletes all data associated with the
recording, including the transcript, comments, and any call insights.
Salesforce Support is also available to help delete records.

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Sales Productivity Set Up Einstein Conversation Insights

Turn On Einstein Conversation Insights

Enable Einstein Conversation Insights from the General Settings page in Setup.
EDITIONS
1. From Setup, enter Einstein Conversation Insights in the Quick Find box,
then select General Settings. Available in: Lightning
Experience
2. Turn on Conversation Insights.
The Conversation Insights Readiness indicator displays when the related dashboards are available. Available in Einstein
This process can take some time, so continue with the next steps until they’re available. Conversation Insights, which
is available in Enterprise,
Troubleshooting Dashboard Creation Issues
Performance, and
You can resolve some dashboard creation problems from the Analytics Setup page. For more Unlimited Editions
persistent issues, reach out to Salesforce Customer Support. Available for an extra cost in
From Setup, enter Analytics in the Quick Find box, then select Auto-Installed Apps Enterprise Edition for use
under the Apps section. with more than 10 users
If the Conversation Intelligence app isn’t successfully installed, click the Requests tab. Select
the drop-down menu for the Conversation Intelligence request and click View Log.
USER PERMISSIONS
The log describes what caused the Analytics app installation to fail. Resolve the issue then retry
the installation from the drop-down menu. To enable Einstein
Conversation Insights:
• Customize Application
Error Message Related Issue and Solution
Something went wrong while executing the Some fields aren’t accessible for reporting.
Sync_Lead node: Field [ScoreIntelligenceId] Make sure Data Sync is enabled and have your
is not available. Verify that the field exists and Analytics admin (with a CRM Analytics Growth
that the Analytics Cloud Integration User Admin or CRM Analytics Plus Admin license)
profile has Read level access on the field. open up field visibility from Analytics Data
Manager.
Data Sync is enabled by default in most orgs,
but you may need to turn it on. From Setup,
enter Analytics in the Quick Find
box, then select Settings. Select Enable Data
Sync and Connections if it’s not enabled and
save your changes.
If you’re an Analytics admin, navigate to the
Connect node in the Analytics Data Manager
and open the related object in the
SFDC_LOCAL connection. Address problems
of field visibility based on the errors reported,
and retry the installation from the
Auto-Installed Apps page.

Something went wrong while executing the This error can occur if Lead Scoring was turned
Sync_Lead node: Field [ScoreIntelligenceId] on-and-off in sandbox, and this sandbox
is not available. Verify that the field exists and environment was copied to production prior
that the Analytics Cloud Integration User to enabling Einstein Conversation Insights.
profile has Read level access on the field. Turn Lead Scoring back on in your production
environment to fix this issue.

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Sales Productivity Set Up Einstein Conversation Insights

Error Message Related Issue and Solution

Something went wrong while executing the Sync_Lead node: This error can occur if Sales Engagement was turned on-and-off
Fields [FirstEmailDateTime, FirstCallDateTime] are not available. in sandbox, and this sandbox environment was copied to
Verify that the fields exists and that the Analytics Cloud production prior to enabling Einstein Conversation Insights.
Integration User profile has Read level access on the fields. Turn Sales Engagement back on in your production environment
to fix this issue.

Connect Voice Recording Providers

Connect at least one recording provider to use Einstein Conversation Insights.
EDITIONS
Einstein Conversation Insights can analyze recordings from different products. For a list, see Recording
Providers. For information about connecting video recording providers, see Connect Video Recording Available in: Lightning
Providers. Experience
There are additional setup steps and requirements to connect Dialpad, RingCentral, Aircall, or Available in Einstein
Amazon Connect. For more information, see Integrate Voice Connectors with Einstein Conversation Conversation Insights, which
Insights. is available in Enterprise,
Performance, and
Note: To use other recording providers, inquire about implementing an API solution to Unlimited Editions
connect your provider. More information can be found in Einstein Conversation Insights API
Available for an extra cost in
Setup for Recording Providers.
Enterprise Edition for use
Make sure that Dialer or your telephony solution is enabled. For more information about enabling with more than 10 users
Sales Dialer, see Set Up Sales Dialer.
See Phone Integration Considerations for Sales Engagement for information about integrating your
phone provider with Sales Engagement. USER PERMISSIONS

1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select To enable Einstein
General Settings. Conversation Insights:
• Customize Application
2. On the Settings page, connect a voice recording provider.
3. Click Connect.

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Sales Productivity Set Up Einstein Conversation Insights

Connect Video Recording Providers

Connect Zoom Meetings, Google Meet, or Microsoft Teams to use Einstein Conversation Insights
EDITIONS
with your video calls.

Note: Before you connect Zoom, enable the Cloud recording and “Create Audio Recording” Available in: Lightning
features in your Zoom settings. Experience

To improve speaker identification, we recommend turning on Einstein Activity Capture. Einstein Available in Einstein
Conversation Insights can use Einstein Activity Capture calendar integration to match call participants Conversation Insights, which
with existing contact records. is available in Enterprise,
Performance, and
1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select Unlimited Editions
General Settings.
Available for an extra cost in
2. On the Settings page, connect a video recording provider. Enterprise Edition for use
For detailed information about adding specific recording providers, see the corresponding with more than 10 users
topics:
• Set Up Zoom Integration
USER PERMISSIONS
• Set Up Google Meet Integration
To enable Einstein
• Set Up Microsoft Teams Integration
Conversation Insights:
3. Click Connect. • Customize Application

After video recording providers are enabled at the org level, users need to connect their accounts
to use them with Einstein Conversation Insights.

Turn on Additional Features for Einstein Conversation Insights

Turn on opportunity matching and reporting features from Setup.
EDITIONS
These features aren’t required to use Einstein Conversation Insights. Turn them on if they’re
appropriate for your business. Available in: Lightning
Experience
1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and
then select General Settings. Available in Einstein
2. Turn on Optimal Speaker Separation to help with the creation of transcripts and call insights. Conversation Insights, which
Many ECI features rely on the availability of separate speaker tracks, so we recommend that all is available in Enterprise,
Performance, and
orgs enable the feature. After the feature is enabled, ECI users then receive individual banners
Unlimited Editions
prompting them to enable the feature.
Available for an extra cost in
3. Turn on related record matching to automatically match related records to voice and video
Enterprise Edition for use
calls.
with more than 10 users
4. Turn on insights reports and conversation-related measures for enablement.
This setting turns on reporting features for conversation insights measures. It also allows you
to embed voice and video measures into Enablement programs. This setting isn’t currently USER PERMISSIONS
available to orgs with over 10,000 users. To enable Einstein
Access out-of-the-box reports from the Einstein Conversation Insights Reports folder. Conversation Insights:
• Customize Application
Table 5: Einstein Conversation Insights Reports
Report Name Description
Avg Talk-to-Listen Ratio for Sales Rep Voice Calls with Rep's Talk to Listen Ratio

21
Sales Productivity Set Up Einstein Conversation Insights

Report Name Description

Opportunities with Competitor Keywords Opportunities with Competitor mentions

Opportunities with Voice Call Insights Team's Opportunities with voice calls with Insights

Opportunities with Video Calls Insights Opportunities with Videos with Insights

Deal Risks due to Objections Deal Risks due to Objections mentioned

Video Calls with Contact Participants Video Calls with Contact Participants

Voice and Video Calls with Comments Voice and Video Calls with Comments

Voice and Video Calls Without Comments Calls without comments that are candidates for coaching

Users can also access a related dashboard.

5. Set the frequency for call highlights emails. These may include coaching recommendations and call insights based on significant
keywords. Emails are sent if there were at least 3 calls with insights in the previous time period.
6. Turn on call summaries if your team’s using the feature. From Setup, enter Einstein for Sales and follow the steps to turn on call
summaries.

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Sales Productivity Set Up Einstein Conversation Insights

Assign Conversation Insights Permission Sets

Assign the permission sets for Einstein Conversation Insights from Setup.
EDITIONS
Calls placed before users are assigned ECI permission sets are not processed, and the recordings
are not available on voice and video call records. Available in: Lightning
Experience
1. From Setup, enter Permission Sets in the Quick Find box, and then select Permission
Sets. Available in Einstein
2. Verify that the permission sets for Conversation Insights are available. Conversation Insights, which
is available in Enterprise,
3. Click each permission set that you want to assign, and then click Manage Assignments to Performance, and
assign the permission set to users. Unlimited Editions
Note: You can also assign permission sets per user. From Setup, enter Users in the Available for an extra cost in
Quick Find box, and then select Users. Click the name of individual users. In the Permission Enterprise Edition for use
Set Assignments related list, click Edit Assignments. with more than 10 users

We recommend that you make these assignments.

• If you’re using Sales Cloud Enterprise Edition, you can access 10 Einstein Conversation USER PERMISSIONS
Insights Standard permission sets.
To enable Einstein
• If you have a Sales Engagement license, assign the Sales Engagement Conversation Insights Conversation Insights:
permission set to Sales Engagement users who need access to sales insights. • Customize Application
• If you have an Enablement license, assign the Conversation Insights for Sales or Conversation
Insights for Service permission set to these users:
– Enablement admins who want to incorporate ECI video calls into programs
– Enablement users who are assigned to programs that include ECI conversation outcomes or milestones

• If you have a Sales Cloud Unlimited or Sales Cloud Performance license, assign the Einstein Conversation Insights Included or
Sales Cloud Included Bundle permission set to users who need access to sales insights. These permission sets can be assigned
to the Salesforce standard user license only.
• If you have standalone access:
– Assign the Conversation Insights for Sales permission set to non-Sales Engagement users who need access to sales insights.
– Assign the Conversation Insights for Service permission set to users who need access to service insights.

SEE ALSO:
Enablement

23
Sales Productivity Set Up Einstein Conversation Insights

Set Up Call Insights

Define call insights related to mentions of competitors and products that are important to your
EDITIONS
Salesforce org. And create custom insights for when words or phrases relevant to your teams are
mentioned. Available in: Lightning
Note: You can create up to 100 custom insights. Each insight can have a maximum of 25 Experience
keywords, with each keyword limited to 255 characters. Available in Einstein
1. From Setup, enter Call Insights in the Quick Find box, and then select Call Insights. Conversation Insights, which
is available in Enterprise,
2. From the Standard tab, enter the competitors and products that are important to your teams. Performance, and
Be conscious of the keywords and phrases that you select to avoid flagging sensitive information Unlimited Editions
and to ensure the trust, safety, and privacy of your employees and customers. Limit words that Available for an extra cost in
could inadvertently or inappropriately affect people based on gender, religion, race, sexual Enterprise Edition for use
orientation, income level, or any other sensitive category. with more than 10 users
Similarly, limit keywords that could be construed as surveilling or monitoring your employees.
This feature isn’t a tool to assess employee satisfaction, gauge performance, or define normative
behaviors. USER PERMISSIONS

3. From the Custom tab, define insights for words or phrases that are relevant to your teams. To enable Einstein
Conversation Insights:
To prevent incorrect classification, avoid keywords already covered by automatic insights. For
• Customize Application
example, mentions about payment and purchase orders are already covered by the Pricing
Mentioned insight, and shouldn’t be used for a new custom insight.

Add Call Summaries to Voice Calls, Video Calls, and Related Records
If you have call summaries enabled, use the Lightning App Builder to add the Call Summary
USER PERMISSIONS
component to voice and video call records if they’re not added by default. And add the Call Summary
Related List component to the page layouts of related records. To enable Einstein
Prior to enabling Call Summaries, the following features must be enabled: Conversation Insights:
• Customize Application
• Einstein Conversation Insights: This can be enabled in Setup, from the General Settings page
under Einstein Conversation Insights.
• Einstein Generative AI: This can be enabled in Setup, from the Einstein Generative AI Setup page.

Available in: Lightning Experience

Available in Performance and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights.

Enable Call Summaries

Turn on the Sales Call Summaries feature from Setup. Navigate to the Einstein for Sales page and turn on the feature.
Assign Permission Sets
To grant access to generate and edit summaries, assign users the Einstein Sales Call Summaries permission set.
Add the Call Summary Lightning Components
The Call Summary component is typically added by default to the page layouts of voice and video call records, but it isn’t added if you’ve
customized the page layout. Add the component manually if it isn’t there.

24
Sales Productivity Set Up Einstein Conversation Insights

And add the separate Call Summary Related List component to all record types that might be related to voice and video calls, such as
opportunities, accounts, leads, and contacts.
1. Add the Call Summary component
1. Navigate to a voice call or video call record page.
2. From the Setup menu, click Edit Page.

When you select Edit Page for the first time, Salesforce makes a copy of the standard page. This copy is what you edit in the Lightning
App Builder. If a customized page exists and is active, selecting Edit Page opens that page to edit.

3. To add the Summary tab, select the Tab component and click Add Tab in the Tabs component properties. Then select the Call
Summary tab.
Alternatively you can select the Call Summary component from the Components list and drag it to the desired place in the canvas.

4. You can customize the tab by clicking it in the properties pane.

5. Click Save.
2. Add the Call Summary Related List component
6. Navigate to a record detail page for a record type related to voice or video calls.
Alternatively you can open a page from the Lightning App Builder list page. From Setup, in the Quick Find box, enter App Builder,
then select Lightning App Builder, and select the record page you want to edit.

7. Select the Call Summary List View component, and then drop it in the desired place on the record.

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Sales Productivity Set Up Einstein Conversation Insights

8. Click Save.
9. Repeat steps 6-8 for any other record types related to voice or video calls.

Add Call Explorer to Voice Calls and Video Calls

Enable Call Explorer by turning on the feature in Setup and assigning the related permission set to
USER PERMISSIONS
users.
Prior to enabling Call Explorer, the following features must be enabled: To enable Einstein
Conversation Insights:
• Einstein Conversation Insights: This can be enabled in Setup, from the General Settings page • Customize Application
under Einstein Conversation Insights.
• Einstein Generative AI: This can be enabled in Setup, from the Einstein Generative AI Setup
page.

Available in: Lightning Experience

Available in Performance and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights.

1. From the Setup, enter Einstein for Sales in the Quick Find box and select Einstein for Sales.
2. Turn on Call Explorer.
3. From Setup, enter Permission Sets in the Quick Find box, and then select Permission Sets.
4. Click Einstein Sales Call Explorer, and then click Manage Assignments to assign the permission set to users.

Note: You can also assign permission sets per user. From Setup, enter Users in the Quick Find box, and then select Users.
Click the name of individual users. In the Permission Set Assignments related list, click Edit Assignments.

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Sales Productivity Set Up Einstein Conversation Insights

Run the Einstein Conversation Insights Assessor

Wondering whether you’re ready for Einstein Conversation Insights or whether it can help your
EDITIONS
sales and service managers? Run the Einstein Conversation Insights Assessor to find out. We analyze
your Salesforce implementation, in either a production or sandbox environment, and then send Available in: Lightning
you a personalized report. The report tells you whether you‘re ready to use Einstein Conversation Experience
Insights or whether you need to complete additional steps.
Available in Einstein
1. From Setup, in the Quick Find box, enter Assessors, and then select Einstein Conversation
Conversation Insights, which
Insights Assessor. is available in Enterprise,
2. Fill in the form and click Generate Report. If you’re using a sandbox, click Generate Report Performance, and
(Sandbox). Unlimited Editions
You can also go directly to the assessor and follow the instructions to let Salesforce access your Available for an extra cost in
data. Enterprise Edition for use
with more than 10 users

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Guidelines to Start Using Einstein Conversation Insights

Make sure sales and service users have Einstein Conversation Insights (ECI) licenses and record calls
EDITIONS
to start using ECI. Recorded customer calls are then processed automatically if they’re over 10
seconds long. Available in: Lightning
To get started, make sure supported voice and video providers are connected at the org level, and Experience
also at the user level for video providers. New users are presented with a welcome mat and additional
Available in Einstein
resources directing them to connect eligible recording providers and start using Einstein Conversation
Conversation Insights, which
Insights. is available in Enterprise,
Users need ECI licenses assigned in order for calls to be processed and for recordings to be available. Performance, and
Calls placed prior to a user having proper permissions are not processed. Permission sets that grant Unlimited Editions
ECI access include: Available for an extra cost in
• Conversation Insights for Sales Enterprise Edition for use
with more than 10 users
• Sales Engagement Conversation Insights
• Einstein Conversation Insights Included
For more information, see Assign Conversation Insights Permission Sets.
Recorded calls are then processed automatically if they meet the following criteria:
• Voice calls are longer than 10 seconds. Calls less than 10 seconds are often not processed depending on the recording provider.
• Calls include at least two participants, with one participant being non-internal. Meetings with only internal attendees or those that
include someone on the excluded list are not added to Salesforce.
Call recordings are available as soon as they’re uploaded to Salesforce, though it can take some time to analyze calls based on the size
of the recording.
Dashboards are refreshed about every 8 hours by default. Check the Voice Call and Video Call record pages or run a report if you want
to see recent call data before the dashboards are refreshed.

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Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Here are some additional resources to share with your team about using Einstein Conversation Insights:
• Video: Coach Reps and Drive Revenue with Einstein Conversation Insights
• Salesforce Help: Einstein Conversation Insights
• Trailhead: Einstein Conversation Insights for Sales

Integrate Voice Connectors with Einstein Conversation Insights

If your sales or service teams are using Dialpad, RingCentral, Aircall, or Amazon Connect, you can
EDITIONS
connect their customer conversations with Einstein Conversation Insights (ECI) to get transcripts,
insights, next steps, and more ECI features. Available in: Lightning
Amazon Connect when used with Service Cloud Voice with Amazon Connect is supported separately. Experience
Use the process here to integrate Amazon Support with ECI without Service Cloud Voice.
Available in Einstein
Follow these tasks to integrate supported voice providers with Einstein Conversation Insights. The Conversation Insights, which
tasks and guidelines outlined here apply to all providers. Each provider also includes unique is available in Enterprise,
configuration steps, which are described in separate guides for each provider. Performance, and
Unlimited Editions

Prepare to Set Up Voice Connectors Available for an extra cost in

Consider the requirements before setting up voice connectors. Enterprise Edition for use
with more than 10 users
Install the Voice Connector App
Download the Voice Connector package from AppExchange or the provided link and install
the app.
Launch the Voice Connector App
Open the Voice Connector app from the App Launcher and select the provider you want to connect.
Configure the Voice Connector
Go through the configuration steps described in the linked documents for each connector. These steps are the bulk of the work
required for connecting the voice provider.
Assign an Integration User
Assign the integration user for the voice connector app. The signed-in user is assigned as the integration user, so consider creating
a separate user dedicated to third-party integrations with Einstein Conversation Insights.
Manage Excluded Numbers for Voice Connectors
Voice calls aren't processed if any meeting attendee is on the excluded number list. Add numbers related to calls that you don’t
want processed. This step is optional.
Enable Voice Connector Integration
Turn on the integration as the final step. The activation step order differs slightly depending on whether you want to automatically
process calls from the past week.
Guidelines for Starting to Use Voice Connectors
Make sure sales and service teams record calls to start using Einstein Conversation Insights. We recommend testing a call to make
sure everything’s set up correctly.
Troubleshooting Voice Connector Issues
Check common issues as you troubleshoot voice connector issues.
Disable Voice Connector Integration
Turn off the integration if you don’t want to give Einstein Conversation Insights access to the voice connector. Make sure you also
stop the scheduled jobs related to the connector.

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Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Prepare to Set Up Voice Connectors

Consider the requirements before setting up voice connectors.
EDITIONS

General Setup Considerations Available in: Lightning

Experience
• This setup process should be completed by a Salesforce admin with the appropriate permissions.
Available in Einstein
• It’s a Salesforce best practice to use a separate user to complete the integrations between ECI
Conversation Insights, which
and your voice provider. You can create a user with Salesforce admin permissions dedicated
is available in Enterprise,
to this purpose in advance, and then log in as this user for the configuration tasks.
Performance, and
• Admin access to the individual voice connectors is also required during the implementation Unlimited Editions
process. Make sure you have that information available if it’s handled by someone else.
Available for an extra cost in
• Depending on the voice connector, you sometimes need to email the related vendor, which Enterprise Edition for use
can add time to the implementation process. with more than 10 users
• To enable variable phone number support, additional steps are required. For more information
see, ECI Voice Connector Variable Phone Number Support. Available with Enablement,
which is available for an
Table 6: User Permissions additional cost in:
Enterprise, Performance,
Salesforce Admin or User Task Preferences and Permissions Required
and Unlimited Editions
To set up Einstein Conversation Insights Customize Application, Modify All Data, Assign
Permission Sets, and Manage Users

To complete integration tasks Conversation Insights Integration User

To use Einstein Conversation Insights for Sales Sales Engagement Conversation Insights, Sales
Cloud Bundle Included, Einstein Conversation
Insights Included, OR Conversation Insights for
Sales permission set

To use Einstein Conversation Insights for Service Conversation Insights for Service permission set

Other Setup Considerations

• Retrieving call data from third-party CTI provider APIs can include limitations around how many calls are supported. Check with your
provider for any limitations.
• Calls are pulled in real time from each provider's API. Call are also pulled in a batch update every hour for the first day if they're not
pulled in real-time. For calls created more than a day ago, use the Error Handling tab to retry processing. For Dialpad, batch updates
are also run every hour, though there can be a delay of 24 hours before a call is pulled in.
• ECI doesn’t record calls, and a call being recorded is necessary in order to be processed by ECI.
• If your CTI supports mono call recordings only, instead of stereo, then enable the Optimal Speaker Separation setting to produce
transcripts and fully process calls. This setting can be enabled in Setup, in General Settings under Einstein Conversation Insights.
• For Dialpad, we recommend contacting Dialpad Support about enabling auto recording capture prior to enabling the connector
integration. Otherwise, only calls that are manually recorded by a rep are processed.
• For Amazon Connect, closely follow the configuration documentation. The Salesforce / Amazon Connect integration must be set
up in a specific way to ensure the correct data exists to process calls.
• If a voice connector is disabled, delete any related scheduled jobs before enabling the connector again. If the scheduled jobs aren’t
deleted, you can’t enable the connector again.

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Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

• For Aircall, Dialpad, and RingCentral, you can process calls that were made over the past seven days immediately after turning on
the voice connector. This enables you to test and work with call insights, transcripts, and other features right away.
For a full list of considerations related to Einstein Conversation Insights, see Salesforce Help.

Install the Voice Connector App

Download the Voice Connector package from AppExchange or the provided link and install the
EDITIONS
app.
1. Go to the AppExchange listing or this page and download the Voice Connectors for Einstein Available in: Lightning
Conversation Insights package. Experience
2. After the package has been downloaded, open it and select Install for All Users. Available in Einstein
3. Install the package. Conversation Insights, which
You receive an email from Salesforce confirming that the package was installed. is available in Enterprise,
Performance, and
Unlimited Editions
Available for an extra cost in
Enterprise Edition for use
with more than 10 users

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Launch the Voice Connector App

Open the Voice Connector app from the App Launcher and select the provider you want to connect.
EDITIONS
1. From the App Launcher, enter Voice Connector in the Search box, and then select Voice
Connector. Available in: Lightning
Experience
2. Select the voice provider you want to connect.
3. Agree to the terms and conditions. Available in Einstein
Conversation Insights, which
is available in Enterprise,
Performance, and
Unlimited Editions
Available for an extra cost in
Enterprise Edition for use
with more than 10 users

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

30
Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Configure the Voice Connector

Go through the configuration steps described in the linked documents for each connector. These
EDITIONS
steps are the bulk of the work required for connecting the voice provider.
1. From the Configure Named Credentials step, click Configure Named Credential. Available in: Lightning
The configuration guide for each voice provider appears. Experience

2. Follow the instructions in the guide. The current configuration guide for each voice provider is Available in Einstein
Conversation Insights, which
also available here:
is available in Enterprise,
a. Aircall Configuration Guide Performance, and
b. Amazon Connect Configuration Guide Unlimited Editions

c. Dialpad Configuration Guide Available for an extra cost in

Enterprise Edition for use
d. RingCentral Configuration Guide with more than 10 users
These instructions involve more than configuring the named credentials and are different for
each connector.
USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Assign an Integration User

Assign the integration user for the voice connector app. The signed-in user is assigned as the
EDITIONS
integration user, so consider creating a separate user dedicated to third-party integrations with
Einstein Conversation Insights. Available in: Lightning
An integration user is assigned the custom access necessary to complete integrations between ECI Experience
and your voice provider. It’s a Salesforce best practice to use a separate user for this purpose and
Available in Einstein
to dedicate this user to this integration.
Conversation Insights, which
You likely created a dedicated integration user based on the guidelines in the connector-specific is available in Enterprise,
configuration guides. Use that user for this task. Performance, and
Unlimited Editions
1. From Setup, enter Users in the Quick Find box, and then select Users.
Available for an extra cost in
2. Make sure an ECI access permission set and the Conversation Insights Integration User permission
Enterprise Edition for use
set are assigned to the integration user. Assign the System Administrator profile. The user also
with more than 10 users
needs API Enabled enabled and access to the Voice Call object.
For Amazon Connect, if you’re using a separate integration user for your Amazon Connect
integration, this user also needs ECI access. USER PERMISSIONS
3. Log in as the integration user, and open the Voice Connector app. To enable Einstein
4. From the Assign Your User as the Integration User step, click Assign Integration User. Conversation Insights:
• Customize Application

31
Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Manage Excluded Numbers for Voice Connectors

Voice calls aren't processed if any meeting attendee is on the excluded number list. Add numbers
EDITIONS
related to calls that you don’t want processed. This step is optional.
1. Click the Excluded Numbers tab, or from the Exclude Phone Numbers from Data Capture step, Available in: Lightning
click Manage Excluded Numbers. Experience
2. Click Add. Available in Einstein
3. Add any phone numbers you want to exclude from data capture. Conversation Insights, which
is available in Enterprise,
4. Click Exclude. Performance, and
Unlimited Editions
Available for an extra cost in
Enterprise Edition for use
with more than 10 users

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Enable Voice Connector Integration

Turn on the integration as the final step. The activation step order differs slightly depending on
EDITIONS
whether you want to automatically process calls from the past week.
You can automatically process voice calls associated with the connector from the past 7 days. This Available in: Lightning
feature isn’t available with Amazon Connect. Experience
If you don’t want to process voice calls, do steps 2–3 first, and then step 1. Available in Einstein
1. From the Enable Integration step, turn on the toggle. Conversation Insights, which
is available in Enterprise,
2. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select Performance, and
General Settings. Unlimited Editions
3. Turn on the voice connector you set up. Available for an extra cost in
Enterprise Edition for use
Note: For Dialpad, we recommend that you contact Dialpad Support about enabling
with more than 10 users
auto recording capture prior to enabling the voice connector integration. For more
information, see the Dialpad Configuration Guide.
USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

32
Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Guidelines for Starting to Use Voice Connectors

Make sure sales and service teams record calls to start using Einstein Conversation Insights. We
EDITIONS
recommend testing a call to make sure everything’s set up correctly.
Assign Permissions/Licenses Available in: Lightning
Experience
To get started, make sure users are using the voice providers appropriately. Users must have an
Einstein Conversation Insights permission set assigned. Available in Einstein
Set Up User ID/Phone Number Matching Conversation Insights, which
is available in Enterprise,
When the Voice Connector package is installed, three new fields are automatically added to each Performance, and
Salesforce user profile (Dialpad User Identifier, Aircall User Identifier, Ringcentral User Identifier). Unlimited Editions
These fields must be populated with the user ID that Salesforce receives from each call record.
Available for an extra cost in
Please populate the corresponding field, based on which connector you use, for each user.
Enterprise Edition for use
Considerations for User ID/Phone Mapping with more than 10 users
For new phone calls that are received, the Voice Connector app matches each call to a Salesforce
user in the following ways:
For Aircall, RingCentral, and Dialpad
1. Uses ID from each phone call and matches to the corresponding Salesforce user profile fields (Aircall User Identifier OR RingCentral
User Identifier OR Dialpad User Identifier).
2. If no match is made, uses corresponding to/from phone number from call and matches to the corresponding Salesforce user profile
field (Phone).
3. If no match is made, call has no identified user, and call is not processed.
For Amazon Connect
1. Uses (Agent Login Username) from the Contact Channel Trace record and matches against Salesforce user profile field (Amazon
Connect Username).
2. If no match is made, matches to Salesforce user profile field (Email).
3. If no match is made, uses corresponding to/from phone number from call and matches to the corresponding Salesforce user profile
field (Phone).
4. If no match is made, call has no identified user, and call is not processed.
If the same call is matched to multiple users, the user with the most recent Last Modified Date is associated with the related call.
Recorded calls are then processed automatically if they meet these criteria.
• Voice calls are longer than 10 seconds. Calls less than 10 seconds long are often not processed depending on the recording provider.
• Calls include at least two participants, with one participant not internal. Meetings with only internal attendees or meetings that
include someone on the excluded list aren’t added to Salesforce.
A temporary object, VC Call, is used to process calls. If a VC Call record isn’t created for the call, something went wrong with the integration.
If a VC Call record is created, but the call isn’t processed, an issue with the user, assignment, or phone number exists.
Call recordings are available as soon as they’re uploaded to Salesforce, though it can take time to analyze calls based on the size of the
recording.
Calls are pulled in real time from each provider's API. Call are also pulled in a batch update every hour if they're not pulled in real-time.
For Dialpad, batch updates are also run every hour, though there can be a delay of 24 hours before a call is pulled in.

33
Sales Productivity Integrate Voice Connectors with Einstein Conversation Insights

Troubleshooting Voice Connector Issues

Check common issues as you troubleshoot voice connector issues.
EDITIONS
For a full list of considerations related to Einstein Conversation Insights, see the Salesforce Help.
Available in: Lightning
Experience
Feature Enablement and Access Issues
Available in Einstein
• Verify that the voice connector is enabled in the Voice Connector app and in the Einstein
Conversation Insights, which
Conversation Insights page in Setup.
is available in Enterprise,
• Verify that the Voice Connector Permission and Conversation Insights Integration User are Performance, and
assigned to the Voice Connector Guest User. Unlimited Editions
• Verify that the Salesforce site is active. You can check that the site exists and is active in the Sites Available for an extra cost in
page in Setup. Enterprise Edition for use
• Verify that the named credentials are properly authenticated. You can check this from the with more than 10 users
Named Credentials page in Setup. Check that the Authentication Status field is Authenticated
and that the scope is accurate. Available with Enablement,
which is available for an
• Verify that the Auth. Provider settings are correct. You can check this from the Auth. Providers additional cost in:
page in Setup. For Dialpad and RingCentral, make sure the Provider Type is Open ID Connect Enterprise, Performance,
and these checkboxes are selected. and Unlimited Editions
– Send Access Token in Header
– Include Consumer Secret in SOAP API Responses
– Send client credentials in the header

VCCall Issues
If the VCCalls aren’t being assigned to a user, verify instructions above for user matching, using the Salesforce user profile compared to
the data received from each phone call.
If you’re still encountering VCCall issues, check the VCLog. You can view the log from a VCCall record, under the Related tab, under
VCLog. Look for useful debugging information there.

Error Handling
If users aren’t seeing their calls in Salesforce, you can use the Error Handling tab to identify and try to reprocess the call.
From the Voice Connector app, select the Error Handling tab to access the page. It’s possible to retrieve a list of voice calls by the user
within a certain date or retrieve individual calls by the ID.
ECI automatically tries to process calls that weren’t initially processed successfully. For calls created more than a day ago, use the Error
Handling tab to retry processing.

34
Sales Productivity Sales Cloud Everywhere

Disable Voice Connector Integration

Turn off the integration if you don’t want to give Einstein Conversation Insights access to the voice
EDITIONS
connector. Make sure you also stop the scheduled jobs related to the connector.
1. From the App Launcher, enter Voice Connectors in the Search box, and then select Available in: Lightning
Voice Connectors. Experience
2. Select the voice connector you want to disconnect. Available in Einstein
3. From the Enable Integration step, turn off the toggle. Conversation Insights, which
is available in Enterprise,
4. From Setup, enter Einstein Conversation Insights in the Quick Find box, and Performance, and
then select General Settings. Unlimited Editions
5. Turn off the voice connector you want to disconnect. Available for an extra cost in
6. Enter Scheduled Jobs in the Quick Find box, and then select Scheduled Jobs. Enterprise Edition for use
with more than 10 users
7. Delete the jobs related to the voice connector.
If the scheduled jobs aren’t deleted, you can’t enable the connector again.
USER PERMISSIONS

To disable Einstein
Conversation Insights:
• Customize Application

Sales Cloud Everywhere

The Salesforce Chrome extension in Sales Cloud lets you work with your To Do List, see engagement
EDITIONS
alerts, create and update records, and more, without leaving the web page you're on.
Watch a demo. Available with Sales Cloud
in: Starter, Enterprise,
Performance, Unlimited,
Enable and Disable the Salesforce Everywhere Chrome Extension
and Developer Editions.
Salesforce admins can let users access the Salesforce Chrome extension by turning on settings
in Setup and inviting users to install the extension.
See Engagement Notifications in Sales Cloud Everywhere
With My Feed in the Salesforce Chrome extension side panel, you can see all your recent engagement alerts while viewing web
pages. You can filter on engagement type, review the history of notifications in the feed, and pick the right moment to reach out to
a prospect. For example, if you get a notification in the side panel, you can quickly shift your attention to the engaged prospect
without switching browser tabs.
Work on Your To Do List in Sales Cloud Everywhere
With the To Do List in the Salesforce Chrome extension, you can view, filter, sort, search, and complete your pending tasks within
the side panel. You can visit any web page at the same time, letting you view relevant information outside of Salesforce while
prioritizing and completing your tasks.
Follow Up on Companies of Interest in Sales Cloud Everywhere
While looking for future customers, your research companies on the internet. In the Salesforce Chrome extension side panel, your
company’s Salesforce database can keep up with sales research. We check the website you’re viewing and see if info on that company
is available. In the contextual insights section of the side panel, when a match occurs with data in Salesforce, you can view what’s
saved. If no match occurs, add the company as a new account from contextual insights, to keep pursuing them as a potential
customer.

35
Sales Productivity Enable and Disable the Salesforce Everywhere Chrome
Extension

View and Create Records in Sales Cloud Everywhere

You can view and create records efficiently in the Salesforce Chrome extension side panel while viewing relevant information on
the web. For example, when you identify a prospect on a company’s web page, you can create the lead record in the extension side
panel while viewing the prospect’s information on the web.
Quickly Update Multiple Records in Sales Cloud Everywhere with Workspace
You can view, sort, query, and edit your latest leads, open opportunities, recently updated contacts, and recently updated accounts
in the Workspace list experience. Access Workspace from the Salesforce Chrome extension side panel; it opens in a new browser
tab.
Considerations for Using Workspace in Sales Cloud Everywhere
See what considerations to know when working in Workspace, part of the Salesforce Chrome extension.
Considerations for Working in Sales Cloud Everywhere
As you work in the Salesforce Chrome extension, keep these considerations in mind.

Enable and Disable the Salesforce Everywhere Chrome Extension

Salesforce admins can let users access the Salesforce Chrome extension by turning on settings in
EDITIONS
Setup and inviting users to install the extension.
1. In Setup, enter Gmail Integration in the Quick Find box. Then click Gmail Integration Available with Sales Cloud
and Sync. in: Starter, Enterprise,
Performance, Unlimited,
2. Find the setting Use Salesforce Across the Web and enable it to use the Salesforce Everywhere
and Developer Editions.
Chrome Extension.
Disable the setting to prevent users from accessing the Salesforce Everywhere Chrome Extension.
USER PERMISSIONS
3. Tell your users to install the Salesforce Chrome extension from the Chrome Web Store.
To enable and disable the
The extension prompts users to log in to Salesforce the first time they open the extension. Salesforce Chrome
extension:
SEE ALSO: • Customize Application
Considerations for Working in Sales Cloud Everywhere AND
Considerations for Using Workspace in Sales Cloud Everywhere Modify All Data

See Engagement Notifications in Sales Cloud Everywhere

With My Feed in the Salesforce Chrome extension side panel, you can see all your recent engagement
EDITIONS
alerts while viewing web pages. You can filter on engagement type, review the history of notifications
in the feed, and pick the right moment to reach out to a prospect. For example, if you get a Available with Sales Cloud
notification in the side panel, you can quickly shift your attention to the engaged prospect without in: Starter, Enterprise,
switching browser tabs. Performance, Unlimited,
and Developer Editions.

36
Sales Productivity Work on Your To Do List in Sales Cloud Everywhere

Work on Your To Do List in Sales Cloud Everywhere

With the To Do List in the Salesforce Chrome extension, you can view, filter, sort, search, and complete
EDITIONS
your pending tasks within the side panel. You can visit any web page at the same time, letting you
view relevant information outside of Salesforce while prioritizing and completing your tasks. Available with Sales Cloud
in: Starter, Enterprise,
Performance, Unlimited,
and Developer Editions.

37
Sales Productivity Follow Up on Companies of Interest in Sales Cloud
Everywhere

SEE ALSO:
Considerations for Using Workspace in Sales Cloud Everywhere

Follow Up on Companies of Interest in Sales Cloud Everywhere

While looking for future customers, your research companies on the internet. In the Salesforce
EDITIONS
Chrome extension side panel, your company’s Salesforce database can keep up with sales research.
We check the website you’re viewing and see if info on that company is available. In the contextual Available with Sales Cloud
insights section of the side panel, when a match occurs with data in Salesforce, you can view what’s in: Starter, Enterprise,
saved. If no match occurs, add the company as a new account from contextual insights, to keep Performance, Unlimited,
pursuing them as a potential customer. and Developer Editions.
The contextual insights feature appears automatically in the Salesforce Chrome extension. To start
contextual insights, enable it.

38
Sales Productivity Follow Up on Companies of Interest in Sales Cloud
Everywhere

As soon as it’s enabled, Salesforce examines the active website while you use the internet.
If the company on the website matches a Salesforce account, you can view the details in the Salesforce database.

If information about a company is found, but doesn’t match a Salesforce account, add it to Salesforce for further follow-up.

If no company information is found, create an account from scratch if you want to do further follow-up.

39
Sales Productivity View and Create Records in Sales Cloud Everywhere

Pause and resume contextual insights at any time.

Note: Contextual insights is supported in English only.

View and Create Records in Sales Cloud Everywhere

You can view and create records efficiently in the Salesforce Chrome extension side panel while
EDITIONS
viewing relevant information on the web. For example, when you identify a prospect on a company’s
web page, you can create the lead record in the extension side panel while viewing the prospect’s Available with Sales Cloud
information on the web. in: Starter, Enterprise,
Performance, Unlimited,
and Developer Editions.

40
Sales Productivity Quickly Update Multiple Records in Sales Cloud Everywhere
with Workspace

Quickly Update Multiple Records in Sales Cloud Everywhere with Workspace

You can view, sort, query, and edit your latest leads, open opportunities, recently updated contacts,
EDITIONS
and recently updated accounts in the Workspace list experience. Access Workspace from the
Salesforce Chrome extension side panel; it opens in a new browser tab. Available with Sales Cloud
Filter, search, query, and update records directly in each Workspace list. in: Starter, Enterprise,
Performance, Unlimited,
and Developer Editions.

41
Sales Productivity Considerations for Using Workspace in Sales Cloud
Everywhere

SEE ALSO:
Considerations for Using Workspace in Sales Cloud Everywhere

Considerations for Using Workspace in Sales Cloud Everywhere

See what considerations to know when working in Workspace, part of the Salesforce Chrome
EDITIONS
extension.
These entities are supported: Available with Sales Cloud
in: Starter, Enterprise,
• Account
Performance, Unlimited,
• Contact and Developer Editions.
• Lead
• Opportunity
• Case
• Contract
• Quote
All custom entities are supported.
Supported field types include:
• String
• Phone

42
Sales Productivity Considerations for Working in Sales Cloud Everywhere

• Email
• Url
• Boolean
• Currency
• Int
• Double
• Percent
• Date
• DateTime
• Reference
• Picklist
• MultiPicklist
• TextArea
Up to 2,000 records can be displayed. The default sort column and sort order, and the choice to show records that you own or also
records you have access to, affects which records are retrieved from the database.
Filtering, sorting, and querying in Workspace is done on the returned records only.
When you delete the last Workspace, the default Workspaces reappear.
Changes are saved when you navigate away from the field.
There’s no horizontal scrolling.
There’s no text wrapping.
A user can have up to 10 individual workspaces, including the four default workspaces. The default workspaces can be edited and deleted.
Person account data isn’t available.
In a workspace, the polymorphic field OwnerId supports user identity records only.

Considerations for Working in Sales Cloud Everywhere

As you work in the Salesforce Chrome extension, keep these considerations in mind.
EDITIONS
Dependent fields and dependent lookups aren’t supported while editing in the Key Fields section.
If they’ve been added to the compact layout, the dependent values don’t respect the restrictions Available with Sales Cloud
provided by their main field and instead display all possible values. in: Starter, Enterprise,
Performance, Unlimited,
State and country picklists aren’t supported in the Key Fields section. Instead, enter the exact string
and Developer Editions.
value for state and country.
Address autocomplete isn’t supported in Everywhere and doesn’t appear on record pages in edit
mode.

43
Sales Productivity Sales Engagement

Sales Engagement
Accelerate your inside sales process with a high-productivity workspace. With cadences, managers
EDITIONS
can create custom sales processes that guide sales reps through handling different types of prospects.
Those cadences appear for sales reps in the Work Queue, a task list that appears inside the Sales Available in: Lightning
Console. And with other productivity-boosting features like Sales Dialer, Lead Scoring, and included Experience
reports, your sales teams have everything they need to handle prospects in a fraction of the time
it took before. Available with Sales
Engagement in Sales Cloud,
Note: The High Velocity Sales name has changed to Sales Engagement. The automation which is included in
features within the product now include customer engagement tracking, chatbots, cadences, Performance and Unlimited
and automated actions. The new name captures all the tools to use to automate processes Editions, and available for
and to engage strategically with leads and customers so that your sales team can focus on an extra cost in Professional
selling. and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Set Up Sales Engagement Service Cloud and Lightning
Use the Setup menu to get the guidance you need for setting up Sales Engagement. Platform.
Streamline Prospect Outreach with Cadences
With cadences, inside sales reps can work through their prospects at top speed. Inside sales
managers use Sales Engagement Cadence Builder to create consistent, scheduled cadences of outreach activities to help reps nurture
their prospects with maximum efficiency. A cadence can include activities like sending emails, making calls, arranging meetings,
and sending text messages. Sales managers and reps can add leads, contacts, and person accounts to each cadence. Sales reps act
on the cadence activities from a prioritized work queue that shows them at a glance which prospects are ready for each outreach.
Sell Faster with Sales Engagement
Understand how the Lightning Sales Console, Work Queue, Sales Dialer, Quick Cadences, Automated Actions, and other Sales
Engagement features work together to help accelerate your sales.
Report on Cadence Performance
Sales Engagement includes a set of standard reports and custom report types to show you the productivity and effectiveness of your
cadences and sales reps. See even more detail with Analytics Sales Engagement Performance dashboards.
Adding Automation to Sales Engagement
Save time and improve consistency by adding automation to your Sales Engagement activities. Choose from a range of automation
tools and templates that fit a variety of automation use cases, such as automated actions, cadence screen flows, and cadence
autolaunched flows. You can also use platform automation tools such as Flow Builder, Apex, and APIs to automate how cadences
work with leads, contacts, and person accounts.
Automate Sales Outreach with a Buyer Assistant
Generate leads, deliver personalized conversations, and close deals faster with a buyer assistant. Buyer Assistant bots transform the
web-to-lead experience and help your sales team sell more. Each buyer assistant includes CRM-powered dialogs and automation
flows that help it to connect with customers. A buyer assistant can pitch your products’ value after business hours, notify relevant
team members when a customer is chatting, intelligently route leads to your sales team, and schedule customer meetings for your
sales team. After creating a buyer assistant bot, you can personalize the conversation experience and adjust the built-in flows to
meet your business needs. Get your buyer assistant up and running quickly using the guided onboarding experience.

44
Sales Productivity Set Up Sales Engagement

Set Up Sales Engagement

Use the Setup menu to get the guidance you need for setting up Sales Engagement.
EDITIONS
Note: The High Velocity Sales name has changed to Sales Engagement. The automation
features within the product now include customer engagement tracking, chatbots, cadences, Available in: Lightning
and automated actions. The new name captures all the tools to use to automate processes Experience
and to engage strategically with leads and customers so that your sales team can focus on Available with Sales
selling. Engagement in Sales Cloud,
Set up Sales Engagement in four high-level steps. which is included in
Performance and Unlimited
1. Enable Sales Engagement and configure Einstein Activity Capture. Editions, and available for
2. Assign relevant permission sets. an extra cost in Professional
and Enterprise Editions.
3. Configure features that are relevant for your company.
Sales Engagement is also
4. Let sales managers and reps know how to start using Sales Engagement. available for an extra cost in
Service Cloud and Lightning
Platform.
Considerations for Setting Up Sales Engagement
Before setting up Sales Engagement, consider these requirements, limitations, and nuances for
each feature. USER PERMISSIONS
Turn On Sales Engagement Features To set up Sales Engagement:
Enable Sales Engagement and specific features in Setup. • Customize Application
Sales Engagement and Inbox Features AND Modify All Data
Inbox features are included in Sales Cloud, but the Inbox mobile app and some Einstein Activity
Capture features aren’t available in Professional and Enterprise Editions. Users with Professional
and Enterprise Editions have access to Einstein Activity Capture Standard.
Turn on Automated Actions
To let your sales team build their own processes to manage cadence targets they own with simple if-this-then-that logic, turn on
Automated Actions
Assign Permission Sets for Sales Engagement Users
Assign the permission sets for Sales Engagement. Also assign permission sets for optional features that are new to your Salesforce
org, including Sales Dialer. You can also assign the permission set for full access to CRM Analytics dashboards.
Configure Sales Engagement Features
Set up Sales Dialer and Einstein Lead Scoring if they’re new to your org. And make sure that you configure all other relevant features
to get the most out of Sales Engagement.
Set Up an Optional Sales Prospecting Bot
Admins can enable an optional Einstein Bot for Sales Engagement. Build and manage a Sales Prospecting Bot to ease the load on
your sales reps. Bots can handle information collection and answer frequently asked questions so sales reps can spend their time on
more complex tasks.
Start Using the Sales Engagement App
With Sales Engagement set up, your sales managers and reps can start using the app by creating cadences and adding prospects
to them.

45
Sales Productivity Set Up Sales Engagement

Considerations for Setting Up Sales Engagement

Before setting up Sales Engagement, consider these requirements, limitations, and nuances for
EDITIONS
each feature.

Note: The High Velocity Sales name has changed to Sales Engagement. The automation Available in: Lightning
features within the product now include customer engagement tracking, chatbots, cadences, Experience
and automated actions. The new name captures all the tools to use to automate processes Available with Sales
and to engage strategically with leads and customers so that your sales team can focus on Engagement in Sales Cloud,
selling. which is included in
Performance and Unlimited
Editions, and available for
General Considerations for Sales Engagement
an extra cost in Professional
Learn about general considerations for setting up Sales Engagement.
and Enterprise Editions.
Einstein Activity Capture Considerations for Sales Engagement Sales Engagement is also
Learn about general considerations for setting up Sales Engagement. available for an extra cost in
Service Cloud and Lightning
Email Considerations for Sales Engagement
Platform.
Learn about email considerations for setting up Sales Engagement.
Engagement and Alerts Considerations for Sales Engagement
Learn about engagement and alerts considerations for setting up Sales Engagement.
Work Queue Considerations in Sales Engagement
Learn about considerations for using the Work Queue in Sales Engagement.
Cadence Considerations for Sales Engagement
Learn about considerations for using cadences in Sales Engagement.
Lead Scoring Considerations for Sales Engagement
Learn about considerations for using lead scoring in Sales Engagement.
Phone Integration Considerations for Sales Engagement
Learn about considerations for each phone integration option for Sales Engagement.
Sales Dialer Considerations for Sales Engagement
Learn about considerations for using Sales Dialer with Sales Engagement.
Einstein Conversation Insights Considerations for Sales Engagement
Learn about considerations for using Einstein Conversation Insights with Sales Engagement.

SEE ALSO:
Mass Email Limitations

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Sales Productivity Set Up Sales Engagement

General Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.
EDITIONS

General Considerations Available in: Lightning

Experience
• Enhanced Email must be enabled.
• No support in Experience Cloud sites. Available with Sales
Engagement in Sales Cloud,
• Sales Engagement supports lead, contact, and person account records. which is included in
• Inbox and Einstein Lead Scoring are included with Sales Engagement. Performance and Unlimited
• Sales Dialer is available for an extra cost as an add-on license. Editions, and available for
an extra cost in Professional
• Sales Engagement can be deployed in scratch orgs, but the settings for the feature can’t be
and Enterprise Editions.
updated through the scratch org definition file. Instead, configure settings directly in the Sales
Sales Engagement is also
Engagement app. available for an extra cost in
• Sales Engagement is supported in sandbox orgs. If you’re creating a sandbox from a production Service Cloud and Lightning
org that has Sales Engagement enabled, you must enable the product in Setup again. It’s Platform.
disabled in the sandbox org by default.
• Some Sales Engagement features, such as Salesforce Inbox, require that users have Microsoft®
Exchange or Gmail™ accounts.
• Turning on and using Sales Engagement in Government Cloud and Government Cloud Plus organizations may send data outside
the authorization boundary. For more information, please contact your account executive.
• Sales Engagement included in Sales Cloud Unlimited Edition provides analytics reporting using the CRM Analytics platform. When
using this functionality, your license doesn't allow you to:
– Build custom analytics apps or dashboards
– Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein
– Import data from Salesforce standard or custom objects that aren’t included in this feature

User Permissions

Salesforce Admin or User Task Preferences and Permissions Required

Set up Sales Engagement Customize Application, Modify All Data, Assign Permission Sets,
and Manage Users

Use Sales Engagement Convert Leads, Send Email, Edit Tasks, and Sales Engagement User,
Sales Engagement User Included, Sales Engagement Cadence
Creator, or Sales Engagement Cadence Creator Included permission
set

Create cadences Sales Engagement Cadence Creator or Sales Engagement Cadence

Creator Included permission set

Manage the Activities dashboard and Lead Score dashboard Analytics for Sales Cloud license (three permission sets included)

View the Analytics Sales Engagement Performance Dashboards Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set

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Sales Productivity Set Up Sales Engagement

Salesforce Admin or User Task Preferences and Permissions Required

Use Dialer Dialer Inbound, Dialer Outbound, and Dialer Minutes permission
sets

Create email templates for cadences Manage Public Lightning Email Templates

Create cadence folders Sales Engagement Cadence Creator or Sales Engagement Cadence
Creator Included permission set

Edit and manage private cadence folders Sales Engagement Cadence Creator or Sales Engagement Cadence
Creator Included permission set

View shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus view access to the shared
folder

Edit shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus edit or manage access to the
shared folder

Manage other users’ access to shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus manage access to the shared
folder

Create a quick cadence Sales Engagement Basic permission set

Einstein Activity Capture Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.
EDITIONS

Einstein Activity Capture Available in: Lightning

Experience
• Depending on which authentication method you use to connect Salesforce to your email and
calendar application, Einstein Activity Capture users are prompted to connect their email and Available with Sales
calendar to Salesforce or accept terms of service. Engagement in Sales Cloud,
which is included in
• To connect an account, Einstein Activity Capture users who don’t use Inbox must be in an active
Performance and Unlimited
configuration.
Editions, and available for
• To capture emails and events, Einstein Activity Capture users must be in an active configuration. an extra cost in Professional
If you started using Einstein Activity Capture before Summer ‘23, users can capture emails and and Enterprise Editions.
events without being in a configuration. Sales Engagement is also
• Turning on Einstein Activity Capture in Government Cloud and Government Cloud Plus available for an extra cost in
organizations can send data outside the authorization boundary. Contact your Salesforce account Service Cloud and Lightning
executive for more details. Platform.

• For events and contacts to sync, the connected email account must be the user’s primary
account (the email account on their Salesforce user record). It must not be an email alias, and
it must be in the user principal name (UPN) format.
• Einstein Activity Capture works with all Salesforce-supported languages. But only ASCII characters are supported in email addresses.

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Sales Productivity Set Up Sales Engagement

• Einstein Activity Capture users can’t delete emails that Einstein Activity Capture adds to Salesforce. Admins can delete past emails
and events that include a specific person based on their email address or username.
• If you use Salesforce Essentials Email-to-Case, make sure that the email address you use to connect to Salesforce is different from
the one that you use to connect Einstein Activity Capture to Salesforce.
• You can’t use Einstein Activity Capture and Lightning Sync at the same time.
• If using Lightning Sync or a version of Einstein Activity Capture without sync, we remove old configurations and settings before you
create an Einstein Activity Capture configuration.
• When opportunities have no overdue tasks and Einstein Activity Capture is enabled, the alerts on Opportunity Kanban aren’t shown.
• Einstein Activity Capture included in Sales Cloud Unlimited Edition provides analytics reporting using the CRM Analytics platform.
When using this functionality, your license doesn't allow you to:
– Build custom analytics apps or dashboards
– Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein
– Import data from Salesforce standard or custom objects that aren’t included in this feature

• Activities that are captured by Einstein Activity Capture aren’t stored in Salesforce, so they don’t show up in standard Salesforce
reports. Use the Activities dashboard to see a summary of sales activities that were added to Salesforce manually and by Einstein
Activity Capture. You can also use Activity Metrics to get a complete picture of your activities.
• When Einstein Activity Capture is disabled, email tracking isn’t displayed in Lightning Experience for emails sent from the Outlook
or Gmail integration that aren’t part of a cadence.
• To stop capturing the emails of a specific user, add them to an Einstein Activity Capture configuration with emails disabled. Sales
Engagement permission sets have the “Use Inbox” permission enabled by default. Users with the "Use Inbox" permission enabled
can’t be in a configuration that has email disabled because some Inbox features require email data. You can clone one of the standard
Sales Engagement permission sets, disable the “Use Inbox” permission, and enable the “Use Einstein Activity Capture” permission.
Then, assign the permission set to users whose emails you don’t want captured. Add those users to a configuration that has emails
disabled.

Email Considerations for Sales Engagement

Learn about email considerations for setting up Sales Engagement.
EDITIONS

Email in Sales Cadences Available in: Lightning

Experience
Automated emails are set up as a cadence step.
Available with Sales
• When automated emails are sent through Salesforce, they have a daily org limit that is typically
Engagement in Sales Cloud,
set to 5,000. For more information about this limit, see List Email Limitations. To increase the
which is included in
limit, contact Salesforce Customer Support.
Performance and Unlimited
• When automated emails are sent through external services, such as Office 365 or Gmail, they Editions, and available for
don’t count toward your org’s daily email limit. an extra cost in Professional
We recommend that customers send automated email through external services. and Enterprise Editions.
Sales Engagement is also
• Reps with the complete Sales Engagement permission can send up to 1,000 automated emails available for an extra cost in
a day. Reps with the Sales Engagement Basic permission can send up to 100 automated emails Service Cloud and Lightning
a day. Platform.
• There isn’t a limit to the number of users who can send automated emails.
• List emails don’t count towards the daily automated email limit for each user.
• Email templates used in cadences must be accessible to the sales rep. Store them in the public folder.

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Sales Productivity Set Up Sales Engagement

• Email templates used in cadences must have a blank Related Entity Type value and can only use merge fields for Sender, Recipient,
or Organization.
• If an email is scheduled from a cadence, and the contact is either removed from the cadence or moved to another cadence, the
scheduled email isn’t sent. The cadence step returns to an active state. The draft email is deleted and no longer appears on the
Scheduled Emails component.

• When scheduling an email to send later, use a Classic text email template, a Lightning email template, or an Email Template Builder
email template.

Email Tracking
• Email tracking is optional in Sales Engagement. To use tracking, enable Make Inbox Available to Users in Setup and assign an Inbox
permission set to users. Then turn on email tracking in Sales Engagement. We recommend turning on the Email Tracking option in
Sales Engagement before creating cadences.
• If you turn email tracking off in Sales Engagement, listener actions for email engagements aren’t available to add to cadences. Active
cadences that contain listener actions for email engagements no longer advance through those steps automatically.
• If you turn email tracking off in Sales Engagement, email tracking is also off for all email sent from Lightning Experience. If you turn
off Enable Email Tracking in Activity Settings in Salesforce setup, you also turn off email tracking for emails started from the Work
Queue in Sales Engagement.
• If you turn email tracking off in Sales Engagement and your sales reps use the Work Queue in Outlook or Gmail, we recommend
turning email tracking off in the integrations. To disable email tracking in the Outlook and Gmail integrations, turn off the Email
Tracking option on the Inbox Setup Assistant page in Setup.

Integration with Outlook and Gmail

• The Work Queue isn’t always included in the email integration pane by default when Sales Engagement is enabled. If you’ve already
created a custom pane, or edited default email panes, add the Work Queue component using the Lightning App Builder. Then assign
the pane to the user profiles of users who use the Work Queue.
• The My Feed tab in the Work Queue shows engagements and alerts for emails sent from the Work Queue and tracked emails sent
from outside the Work Queue. That information is also shown in the Feed tab in the email integration pane. To prevent duplicate
feeds for reps who use the Work Queue, use the Lightning App Builder to remove the Feed tab from the email integration pane.
Assign that custom pane to Sales Engagement users.
• In the Outlook integration, if a user deletes the Email to Salesforce address (the BCC address) or removes the tracking information
from the email body, the email can’t be tracked.
• If you turn email tracking off in Sales Engagement and your sales reps also use the Work Queue in Outlook or Gmail, we recommend
also turning email tracking off for the integrations. To disable email tracking in the integrations, turn off the Email Tracking option
on the Inbox Setup Assistant page in Setup.
• Attachments in email templates aren’t supported in the Outlook or Gmail integrations. The template text inserts without the
attachment.
• Emails sent from the Work Queue in Outlook or Gmail can bypass Email Opt Out or individual privacy preferences set in Salesforce.
Salesforce displays customers' email privacy settings, but it's up to sales reps to respect these preferences.
• In Outlook on the web, there are limitations to how emails are threaded if reps reply to or forward an email that’s been logged to
Salesforce from the Outlook Sent Items folder. If the sent email is part of an email thread, but isn’t part of a previous cadence step,
then the email isn’t included in the thread. In this case, if the last email in the thread is the sent email, that email isn’t considered the
most recent in the thread.
• Making calls isn’t supported in the Work Queue in the Outlook or Gmail integrations.

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Sales Productivity Set Up Sales Engagement

• Emails sent from the Outlook or Gmail integrations initially show as In Progress in the Work Queue.

SEE ALSO:
Considerations for Tracking Emails Sent from Salesforce Inbox
Turn On Salesforce Inbox
Select Who Can Use Inbox Features

Engagement and Alerts Considerations for Sales Engagement

Learn about engagement and alerts considerations for setting up Sales Engagement.
EDITIONS

Engagement and Alerts Available in: Lightning

Experience
• Alerts appear in the My Feed tab for 30 days. If an email open, reply, or link click occurs within
90 days of when an email was sent, a new alert appears. Available with Sales
• If you’re using Einstein Activity Capture, email open, reply, and link click alerts appear for emails Engagement in Sales Cloud,
which is included in
sent to excluded email addresses. These emails and their related alerts are visible only to the
Performance and Unlimited
email sender.
Editions, and available for
• Deleting leads, contacts, emails, or email templates doesn’t delete their related alerts. an extra cost in Professional
• If multiple users connect the same mail account to Einstein Activity Capture, email reply alerts and Enterprise Editions.
don’t appear for that account. Sales Engagement is also
available for an extra cost in
• Email reply alerts appear only for Einstein Activity Capture users.
Service Cloud and Lightning
• For emails that aren’t logged or are logged after they’re sent, open and link click alerts appear Platform.
in My Feed. However, users can’t click these alerts to view the email content.
• When cadence emails are sent to cadence targets, with other recipients added, alerts appear
in My Feed only for cadence targets.
• Clicking email reply alerts in My Feed opens the email in a new console tab.
• The My Feed tab loads more alerts in groups of 15 when you scroll. While alerts load, if new alerts occur an out-of-sync message
can appear. To sync the tab, click Refresh.
• When a new engagement occurs, it can take from 3–10 minutes for the My Feed tab to prompt the user to refresh.
• When an email hard bounce occurs, it can take up to 10 minutes for the alert to appear.
• When an email has multiple recipients, replies, soft and hard bounces, and out-of-office replies are tracked for each email recipient.
Email opens and link clinks are still tracked per email sent, and not per recipient.
• Engagement data is available in the Sales Engagement component for emails and calls made in December, 2020 and later.

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Sales Productivity Set Up Sales Engagement

Work Queue Considerations in Sales Engagement

Learn about considerations for using the Work Queue in Sales Engagement.
EDITIONS

Work Queue Considerations Available in: Lightning

Experience
• The Work Queue is supported only in the split view in Lightning Console and in the Outlook
and Gmail integrations. Available with Sales
• The Work Queue can show up to 1,000 prospects that belong to cadences at a time. Engagement in Sales Cloud,
which is included in
• If you change a cadence name, the new name doesn’t appear in the Work Queue for currently Performance and Unlimited
pending steps. A workaround is to remove the cadence from the Work Queue view and then Editions, and available for
add it again. an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Cadence Considerations for Sales Engagement

Learn about considerations for using cadences in Sales Engagement.
EDITIONS

Cadences Available in: Lightning

Experience
• Only leads, contacts, and person accounts are supported in cadences.
• Before merging duplicate records, be sure none of the records you’re deleting are in a cadence. Available with Sales
Engagement in Sales Cloud,
• Tasks related to cadence steps are created and updated automatically. Users can’t edit these which is included in
tasks, but they can delete them after the cadence step has been completed. Performance and Unlimited
• The maximum number of steps in a cadence is 100. Editions, and available for
• The maximum length of a wait step is 60 days. an extra cost in Professional
and Enterprise Editions.
• You can add up to 200 targets to a cadence at once, except when adding them from an
Sales Engagement is also
opportunity. You can add only 20 opportunity contacts to a cadence at one time. available for an extra cost in
• When a lead converts, completed cadence tasks aren’t transferred to the Activity Timeline of Service Cloud and Lightning
the new contact, account, or opportunity. Platform.
• Before managers can create branched cadences based on call outcomes, an admin must map
your org’s call result values in Sales Engagement Setup.
• When pre-defining an email template for a cadence step, you can only use Lightning email templates.

• Users can't add targets when the cadence has an automated email as the first step and the number of targets will cause them to
exceed their daily limit of automated email.
• The limit of active cadence targets is 500,000 per Salesforce org. If your usage exceeds this amount, please contact your Salesforce
Account Executive for pricing.
• The Cadence field shouldn’t be used on lead, contact, or account search layouts in Lightning Experience and Salesforce Classic, or
on list views in Salesforce Classic.
• The Cadence and Cadence Assignee fields on lead, contact, and person account records can’t be used to as field criteria in workflow
rules and Process Builder.
• Cadence step trackers don’t support triggers, but you can use triggers on the related task records as a substitute.

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Sales Productivity Set Up Sales Engagement

• For these cadence step types, the system creates a task record. Users can't edit these records directly. The task records are marked
complete when the user completes the related cadence step. There can be a slight delay between when the user completes the
step and the task record is updated.
– Send an email
– Make a call
– Create a task
– Send an automated email
– LinkedIn InMail
– LinkedIn connection request
– Platform screen flow

Cadence Folders and Sharing

• To grant access to cadences, share the folder, not the cadence itself.
• If a user loses access to a cadence folder, they lose access to all cadences in that folder.
• If a user loses access to a cadence, the user can’t complete any in-progress steps from that cadence.
• Access to a cadence folder doesn’t grant access to email templates used in that cadence. Email templates used in cadences must
be stored in folders accessible to the cadence target assignee.
• CRM Analytics dashboards display all cadence metrics regardless of whether the user has access to the cadence.
• To ensure that your users can access cadence folders, make sure that the Enable Enhanced Folder Sharing for Reports and Dashboards
critical update is activated in Setup.

Lead Scoring Considerations for Sales Engagement

Learn about considerations for using lead scoring in Sales Engagement.
EDITIONS

Einstein Lead Scoring Available in: Lightning

Experience
• Encourage reps to add as much data to their leads as possible. When leads have more data,
Einstein Lead Scoring generates better insights. Available with Sales
• Reps must have read access to the Company, Phone, and Email fields on leads. Engagement in Sales Cloud,
which is included in
• Don’t install Apex classes that reference the ScoreIntelligence field until after you enable Einstein Performance and Unlimited
Lead Scoring and receive the notification that enablement is complete. Otherwise, references Editions, and available for
to the ScoreIntelligence field are invalid. an extra cost in Professional
• Einstein does not use encrypted lead fields in lead score analysis. When you turn encryption and Enterprise Editions.
on or off for a field, Einstein includes the change in the next analysis. Einstein reanalyzes your Sales Engagement is also
leads approximately every 10 days. available for an extra cost in
Service Cloud and Lightning
• If you have over a million scored leads, the Einstein Lead Scoring Analytics app can stop working.
Platform.
The exact number depends on your org’s configuration.
• If you turned on Einstein Lead Scoring in Spring ’20 or earlier, you no longer need the Lead filter
in the Einstein Lead Scoring Analytics app. To remove the filter, open the Data Manager in Analytics Studio and then click Connect.
Click Lead, then Continue. Remove the ScoreIntelligence.Score >= 0 filter text and save your changes.

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Sales Productivity Set Up Sales Engagement

Third-Party Lead Scores

• If Einstein Lead Scoring is set up, leads are sorted by Einstein Lead Scores unless you have also configured a third-party lead scoring
solution.
• For person accounts, custom number fields that relate to third-party scores can be configured in the object setup for contacts.

Phone Integration Considerations for Sales Engagement

Learn about considerations for each phone integration option for Sales Engagement.
EDITIONS

Sales Dialer Available in: Lightning

Experience
When you use Sales Dialer with Sales Engagement, these features are available:
Available with Sales
• Automatic voice connectivity
Engagement in Sales Cloud,
• Click to dial for call steps from the Work Queue and My List which is included in
• Task logging Performance and Unlimited
• Cadences advance automatically when calls are completed Editions, and available for
an extra cost in Professional
• Cadence branching based on call result and Enterprise Editions.
• Automatic target exit from cadence based on call result Sales Engagement is also
• Einstein Conversation Intelligence available for an extra cost in
Service Cloud and Lightning
Platform.
Service Cloud Voice
When you use Service Cloud Voice with Sales Engagement, these features are available:
• Automatic voice connectivity
• Click to dial for call steps from the Work Queue and My List
• Task logging
• Cadences advance automatically when calls are completed
• Cadence branching based on call result
• Automatic target exit from cadence based on call result
• Einstein Conversation Intelligence

Open CTI and Sales Engagement

Partner solutions approved by Salesforce are listed on the AppExchange. More information about each third-party integration option is
available on its partner solution page.
Sales Engagement can support third-party computer telephony integration (CTI) providers if you’re using Open CTI for Lightning
Experience. For the best user experience, we highly recommend third-party providers use the available Open CTI methods for Sales
Engagement. More information about these methods is available in the Salesforce Open CTI Developer’s Guide.
You can use your third-party Open CTI solution with Sales Engagement if:
• Your Salesforce org is using Open CTI for Lightning Experience.
• Your CTI solution uses click-to-dial.
• The saveLog() Open CTI method is used to save a task with a call task type on the related record after the call.
With these requirements, your Open CTI solution can work with Sales Engagement. We highly recommend contacting to your CTI
provider in order to implement the best user experience.

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Sales Productivity Set Up Sales Engagement

To create the best experience, your CTI provider can integrate the Open CTI methods for Sales Engagement. When a third-party CTI
solution doesn’t use these methods, some features aren’t available:

Feature Available without Sales Engagement CTI Methods?

Click-to-dial Yes

Task logging Yes, only if implemented by the CTI solution

Cadence advancement based on call completion No

Cadence branching based on call result No

Automatic target exit from cadence based on call result No

In addition, when providers don’t use the Open CTI methods, some details are lost.
• For cadences, the cadence doesn’t move to the next step when the sales rep logs the call task. Sales reps must manually complete
the step to advance the cadence.
• In My List, the call is removed from the list as soon as the sales rep clicks Call, even if the call isn’t answered.
Einstein Conversation Intelligence can’t be used without Open CTI, except with a custom integration. For more information about this
option, contact Salesforce Support.

SEE ALSO:
Use Service Cloud Voice with Sales Engagement

Sales Dialer Considerations for Sales Engagement

Learn about considerations for using Sales Dialer with Sales Engagement.
EDITIONS

Sales Dialer Available in: Lightning

Experience
• Dialer features are available in Lightning Experience on the desktop only.
• No support in Experience Cloud sites. Available with Sales
Engagement in Sales Cloud,
• Users can now store up to 20 voicemail messages in Salesforce. Voicemail messages are limited which is included in
to two minutes. The messages are saved as files in Salesforce, and they count toward your files Performance and Unlimited
storage quota. Editions, and available for
• Call Monitoring is not supported in Salesforce Essentials. an extra cost in Professional
• Outgoing calls are supported to the U.S. and Canada only. Puerto Rico is not supported. and Enterprise Editions.
Sales Engagement is also
• The Local Presence feature is only available in the U.S. and isn’t available in Canada. available for an extra cost in
• Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring Service Cloud and Lightning
permission sets without using permission set groups. Platform.
• Dialer users can’t have Service Cloud Voice permission sets or be part of a Salesforce call center.
• Phone numbers in dashboards can’t be directly called with Dialer.
• The utility bar supports only one Phone item at a time.
• Users can’t pop out (or pop in) the call panel from the utility bar during an active call.
• When users call a landline number that’s busy, Dialer ends the call without ringing or a busy signal.

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Sales Productivity Set Up Sales Engagement

• Deactivated call result values aren’t removed from the call panel. Delete any unneeded call result values instead.
• Users need the “Edit Task” permission to log calls. This permission isn’t automatically included with some profiles, so users with those
profiles can make calls, but those calls aren’t logged.
• Users need a Dialer Inbound license to assign a number or access personal Dialer settings from the call panel.
• If you’re creating a sandbox from an org that already has voice calls, voice call records and voice call recordings are not copied over.
To use Dialer in sandbox, you must enable it from Setup again.
• It isn’t possible to make or receive live calls with Dialer in sandbox environments. You can make test calls and test automation that
occurs after a call is made, such as the log a call task. For more details, see “Test Dialer Features in Sandbox.”
• The records that can be added to call lists include leads, accounts, person accounts, and contacts. Call lists use the standard Phone
field for these records.
• To use voicemail greetings, 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 Password protection is required is not selected. This
feature is available only to users with outbound and inbound calling access.
• Dialer users with the voicemail drop feature can store up to 10 prerecorded voicemail messages.
• With call monitoring, you can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls
that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and
manager.
• Dialer respects the Do Not Call field, and records with the field selected have one-click calling disabled.
• Call recordings are saved as files in Salesforce. An hour of recording takes up roughly 15 MB of storage space, and the same sharing
rules apply to recordings as other files in Salesforce. Admins can delete call recordings from the Recording Management page in
Setup.
• If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording
upon request.
• Dialer doesn’t support Enhanced 911. Location information is not automatically shared over 911 calls.
• You can use Sales Dialer to make calls to or receive calls from the U.S. and Canada only.
• Phone numbers are subject to availability, and numbers from all area codes may not be available.
• Every inbound 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.
• Before a user can use a custom phone number, the user must enter a provided code to verify it. Phone numbers that use a directory
can’t be verified.
• The same custom phone number can’t be used for multiple users.
• Phone numbers provided by Salesforce can be used only in association with Sales Dialer.
• If your org enabled Sales Engagement before Dialer, add the Phone item to the utility bar for the Sales Engagement app to use the
feature. Orgs that already enabled Dialer have the item added to the utility bar automatically.
• Sales Engagement users can’t access the Call List feature from the call panel. This feature becomes part of the My List experience in
Work Queue.
• To advance a cadence to the next step after a call, the call must be logged.

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Sales Productivity Set Up Sales Engagement

Einstein Conversation Insights Considerations for Sales Engagement

Learn about considerations for using Einstein Conversation Insights with Sales Engagement.
EDITIONS

Einstein Conversation Insights Available in: Lightning

Experience
• To see transcripts from Zoom meetings, enable the Cloud recording and transcript features in
Zoom in advance. After enabling the feature in Zoom, it can take some time before transcripts Available with Sales
are available in Salesforce. Engagement in Sales Cloud,
which is included in
• Orgs can have up to 100 custom insights. Each insight can have a maximum of 25 keywords,
Performance and Unlimited
with each keyword limited to 255 characters.
Editions, and available for
• The opportunity amount filter doesn’t support the currency format or decimals. When entering an extra cost in Professional
a new value in the opportunity amount filter, tab out of the widget to update the dashboard and Enterprise Editions.
with your changes. Sales Engagement is also
• If your org is using Opportunity Matching, the user placing the call needs access to the related available for an extra cost in
opportunity for it to be matched for voice calls. User access isn’t required for opportunity Service Cloud and Lightning
matching with video calls. Platform.

• In order for the video integration to work, the email address of the connected video account
must match the email address used to log into Salesforce.
• To delete video call records, the Modify All Data permission is required.
• Search functionality within a transcript is not currently supported.

Turn On Sales Engagement Features

Enable Sales Engagement and specific features in Setup.
EDITIONS
Note: The High Velocity Sales name has changed to Sales Engagement. The automation
features within the product now include customer engagement tracking, chatbots, cadences, Available in: Lightning
and automated actions. The new name captures all the tools to use to automate processes Experience
and to engage strategically with leads and customers so that your sales team can focus on Available with Sales
selling. Engagement in Sales Cloud,
Turning on and using Sales Engagement in Government Cloud and Government Cloud Plus which is included in
organizations may send data outside the authorization boundary. For more information, please Performance and Unlimited
contact your account executive. Editions, and available for
an extra cost in Professional
Note: Some features included in Sales Cloud are set up through Sales Engagement. and Enterprise Editions.
Sales Engagement is also
1. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales available for an extra cost in
Engagement Settings. Service Cloud and Lightning
2. Click the Automate tab. Platform.

3. To turn on Sales Engagement, click the toggle.

Turning on Sales Engagement automatically enables these features.
USER PERMISSIONS

• Enhanced Email—In the Cadence Settings section of the Automate tab, this setting lets To set up Sales Engagement:
you relate emails to other records, add custom fields to emails, use triggers with emails, • Customize Application
modify the email layout, and manage emails using the Salesforce API. You also get an AND Modify All Data
improved email detail page that shows emails in their original format.
• Email Tracking—In the Cadence Settings section of the Automate tab, this setting allows
tracking of email opens, link clicks, and replies.

57
Sales Productivity Set Up Sales Engagement

• Einstein Activity Capture—In the Guide tab, this setting lets you keep data between Salesforce and your email and calendar
applications up to date, including emails, events, and contacts.
• Automated Email—In the Cadence Settings section of the Automate tab, this setting lets cadence creators include email steps
that send the email automatically using a template.
• Use LinkedIn Sales Navigator with Cadences—In the Cadence Settings section of the Automate tab, this setting lets sales
managers add LinkedIn InMail and Connection Request steps to cadences if you have the native integration of LinkedIn Sales
Navigator enabled.
• Skip Weekends—In the Cadence Settings section of the Automate tab, this setting assigns cadence tasks to reps on weekdays
only. Calls, emails, and custom steps aren’t assigned on Saturday or Sunday. When Skip Weekends is on, wait steps in cadences
don't complete on weekends. Action steps that follow a wait step, including auto emails, don't come due until after the weekend.
• Allow Email Template and Call Script Variant Testing in Cadences—In the Cadence Settings section of the Automate tab, this
setting lets sales managers try out different versions of an email template or call script on a single cadence step. On cadence
records, they can compare the engagement results of each variant.
• Change Cadence Target Assignees—In the Cadence Settings section of the Automate tab, this setting lets users update the who
is assigned to work a target through a cadence. If you want to prevent this feature from being available to all Sales Engagement
users, you can optionally turn on Limit Who Can Change Target Assignees. Then assign the Change Cadence Target Assignees
permission to the users who need it.
• Relate Opportunities to Cadences—In the Cadence Settings section of the Automate tab, this setting lets your sales team
associate opportunities with cadence targets so they can track which opportunities result from each cadence.
• Assign Targets to Multiple Cadences—In the Cadence Settings section of the Automate tab, this setting lets users add the same
target to up to five cadences. If you turn off this feature, existing targets remain in their cadences, but new targets can't be added
to more than one cadence. The Total Cadences field on lead, contact, and person account list views shows how many cadences
each prospect is assigned to.

4. From Setup, enter Sales Engagement in the Quick Find box, and then select Automated Actions.
To let your sales team build their own processes to manage cadence targets they own with simple if-this-then-that logic, turn on
Allow users to create automated actions. Then adjust Sharing settings and permissions to let users and managers create automated
actions.

You can turn off features that aren’t required after enabling Sales Engagement, but we recommend keeping them on to get the most
out of the product.
These Sales Engagement features aren’t enabled by default. Turn them on if they're appropriate to your business.
• User Cadence Assignment Availability—In the Cadence Settings section of the Automate tab, this setting lets your Sales Engagement
users choose when cadence tasks are assigned to them and appear in their To Do List and Work Queue. By setting their Cadence
Assignment Availability in their profile, users have more control over their work and prevent cadence tasks from becoming overdue
during times when they don’t plan to work on cadences. Cadence step tasks for targets they own are only added during those hours.
Tell users to add their available hours in the Cadence Settings section of their user profile.
• Always show Salesforce Log a Call Window—In the Cadence Call Settings section of the Call tab, this setting makes the Salesforce
version of the Log a Call window appear at the start of each call, even if you use a third-party CTI solution. If you prefer to use the
Log a Call window from your CTI solution, don’t turn on this setting.
• Log Tasks from LinkedIn Steps—In the Cadence Settings section of the Automate tab, this setting lets Salesforce log tasks from
LinkedIn cadence steps. This setting is recommended unless you use Activity Write Back from LinkedIn to log LinkedIn tasks.

SEE ALSO:
Use Enhanced Email for More Email Functionality

58
Sales Productivity Set Up Sales Engagement

Sales Engagement and Inbox Features

Inbox features are included in Sales Cloud, but the Inbox mobile app and some Einstein Activity
EDITIONS
Capture features aren’t available in Professional and Enterprise Editions. Users with Professional and
Enterprise Editions have access to Einstein Activity Capture Standard. Available in: Lightning
Experience
Feature Professional and Performance and
Enterprise Editions Unlimited Editions Available with Sales
Engagement in Sales Cloud,
Quick cadences which is included in
Performance and Unlimited
Automatic email (from a
Editions, and available for
cadence)
an extra cost in Professional
Email tracking when an email and Enterprise Editions.
and its attachment have Sales Engagement is also
opened available for an extra cost in
Service Cloud and Lightning
Add an individual meeting link Platform.
to an email

Insert your meeting availability

into an email

Suggest 3 future meeting times

in an email

Schedule when to
automatically send an email

Text shortcuts

Standard multi-step cadences

Automated actions

Inbox mobile

Einstein Conversation Insights

59
Sales Productivity Set Up Sales Engagement

Turn on Automated Actions

To let your sales team build their own processes to manage cadence targets they own with simple
EDITIONS
if-this-then-that logic, turn on Automated Actions
Automated actions let reps and managers save time by automating common cadence target-related Available in: Lightning
tasks with processes that manage cadence targets and associated records they own. With simple Experience
if-this-then-that logic, they can automatically add, remove, pause, or resume cadence targets and
Available with Sales
change target assignees based on criteria they choose. Managers can also create automated actions
Engagement in Sales Cloud,
for their subordinates. which is included in
1. From Setup, enter Automated Actions in the Quick Find box, and then select Automated Performance and Unlimited
Actions. Editions, and available for
an extra cost in Professional
2. To let Sales Engagement users create actions for themselves, turn on Allow users to create
and Enterprise Editions.
automated actions.
Sales Engagement is also
3. To let managers create actions for their teams, turn on Let managers create automated available for an extra cost in
actions for their subordinates. Service Cloud and Lightning
Then turn on Manager Groups in Sharing Settings and ensure that each user has their manager Platform.
indicated in their user record.
USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Assign Permission Sets for Sales Engagement Users

Assign the permission sets for Sales Engagement. Also assign permission sets for optional features
EDITIONS
that are new to your Salesforce org, including Sales Dialer. You can also assign the permission set
for full access to CRM Analytics dashboards. Available in: Lightning
1. From Setup, enter Permission Sets in the Quick Find box, and then select Permission Experience
Sets.
Available with Sales
2. Verify that the Sales Engagement permission sets and other relevant permission sets are available. Engagement in Sales Cloud,
which is included in
• In Enterprise Edition, look for the Sales Engagement Cadence Creator, Sales Engagement
Performance and Unlimited
Quick Cadence Creator, and Sales Engagement User permissions.
Editions, and available for
• In Unlimited and Performance Editions, look for the Sales Engagement Cadence Creator an extra cost in Professional
Included, Sales Engagement Quick Cadence Creator, and Sales Engagement User Included and Enterprise Editions.
permissions. These permissions can only be assigned to users with the Salesforce standard Sales Engagement is also
user license. available for an extra cost in
• In Professional and Enterprise Editions, look for the Sales Engagement Basic permission set. Service Cloud and Lightning
Platform.
Salesforce orgs using Sales Engagement also get three CRM Analytics for Sales Cloud Sales
Engagement licenses.
If your company is using Lightning Dialer, also check for the Dialer Inbound, Dialer Outbound, USER PERMISSIONS
and Dialer Minutes permission sets. If you want to use Einstein Conversation Insights, check for To set up Sales Engagement:
the Call Coaching User permission set. • Customize Application
3. Click each permission set you want to assign, and then click Manage Assignments to assign AND Modify All Data
the permission set to users.

60
Sales Productivity Set Up Sales Engagement

Note: You can also assign permission sets per user. From Setup, enter Users in the Quick Find box, and then select Users.
Click the name of individual users. In the Permission Set Assignments related list, click Edit Assignments.
We recommend that you make these assignments.
• Assign the Sales Engagement User or Sales Engagement User Included permission set to sales reps.
• Assign the Sales Engagement Cadence Creator or Sales Engagement Cadence Creator Included permission set to sales managers
and reps who need to create cadences.

Note: If you have assigned users a cloned or custom permission set created before Spring ’23, you may need to add the
Create and Edit Standard Cadences permission to the permission set again in Spring ’23.

• Assign the Sales Engagement Quick Cadence Creator, Sales Engagement Cadence Creator, or Sales Engagement Cadence Creator
Included permission set to sales managers and reps who need to create quick cadences.
• Assign the Automated Action User permission to users who need to build their own processes to manage cadence targets they
own.
• Assign the three CRM Analytics for Sales Cloud Sales Engagement permission sets to users who need edit access to the Activities
and Lead Scoring dashboards.
• If you’ve turned on Limit Who Can Change Target Assignees in Setup, assign the Change Cadence Target Assignees permission
to users who need to change target assignees.
• Assign the Dialer permission sets to new Sales Dialer users.
• Assign the Sales Engagement Conversation Insights permission set to sales managers who need to use Einstein Conversation
Insights.
• Assign the Sales Engagement Cadence Creator or Sales Engagement Cadence Creator Included permission set to users who
need to create cadence folders. If they’ve been granted access, these users can edit folders shared with them and can manage
other users’ access to the shared folder. These users can edit, and manage user access to, their private folders.
• Assign the Sales Engagement User or Sales Engagement User Included permission set to users who need to view shared cadence
folders. If they’ve been granted access, these users can edit folders shared with them and can manage other users’ access to the
shared folder. These users can’t create folders, and they can’t create or edit cadences.
• Assign the Sales Engagement Basic permission set to.users who will create quick cadences only.
If you have users who accessed Sales Engagement through an add-on license In Performance or Unlimited Edition before Summer
’22, we recommend that you assign those users to the Sales Engagement User Included or Sales Engagement Cadence Creator
Included permission, or custom permission set that includes one of them. To make these assignments, add the new permissions to
your users before removing the old permissions. Beginning in Summer ’22, you can’t add users to the older Sales Engagement User
or Sales Engagement Cadence Creator permissions.

Note: The Sales Engagement Cadence Creator (Enterprise Edition) and Sales Engagement Cadence Creator Included
(Performance and Unlimited Editions) permission sets include all the permissions included with the Sales Engagement User
(Enterprise Edition) and Sales Engagement User Included (Performance and Unlimited Editions) permission sets. There’s no
need to apply both the Sales Engagement Cadence Creator and the Sales Engagement User permission sets to any single user.
If you’re making changes that apply to both types of users, make sure to update both permission sets.

61
Sales Productivity Set Up Sales Engagement

Configure Sales Engagement Features

Set up Sales Dialer and Einstein Lead Scoring if they’re new to your org. And make sure that you
EDITIONS
configure all other relevant features to get the most out of Sales Engagement.
Available in: Lightning
Configure Einstein Activity Capture Settings Experience
After you turn on Sales Engagement, you can configure your Einstein Activity Capture settings, Available with Sales
such as controlling which activities are added to Salesforce records and how they’re shared. Engagement in Sales Cloud,
Add Sales Engagement Components, Actions, and Fields to Page Layouts which is included in
To make Sales Engagement functions fully available to your sales team, add related components, Performance and Unlimited
actions, and fields to page layouts for leads, contacts, and accounts. Editions, and available for
an extra cost in Professional
Set Up Sales Dialer for Sales Engagement and Enterprise Editions.
If you’re using Sales Dialer for the first time, enable Sales Dialer in Setup. Make sure that you Sales Engagement is also
add the Phone item to the utility bar for the Sales Engagement app. available for an extra cost in
Service Cloud and Lightning
Define Call Result Values for Cadence Branching
Platform.
Group call result values into categories to easily display the data in reports and use it as branching
criteria for cadences.
USER PERMISSIONS
Set Up Einstein Conversation Insights for Sales Engagement
If you’re using Einstein Conversation Insights for the first time, enable Conversation Insights in To set up Sales Engagement:
Setup. Make sure that you set up relevant call insights after turning on the product. • Customize Application
Configure a Lead Scoring Solution AND Modify All Data
If you want help prioritizing your leads, set up Einstein Lead Scoring or a third-party scoring
solution.
Customize the Work Queue
Select up to three fields to appear in the work queue so that your sales reps see the information at a glance.

62
Sales Productivity Set Up Sales Engagement

Configure Einstein Activity Capture Settings

After you turn on Sales Engagement, you can configure your Einstein Activity Capture settings, such
EDITIONS
as controlling which activities are added to Salesforce records and how they’re shared.
Available in: Lightning
Exclude Certain Emails and Events from Being Added to Salesforce Experience
When you add email addresses or domains to the Excluded Addresses list for your org, emails Available with Sales
and events with those people or companies aren’t added to the activity timeline of related Engagement in Sales Cloud,
Salesforce records. Events aren’t added to the Salesforce calendar. And events aren’t synced which is included in
between Salesforce and the connected accounts. Your Excluded Addresses list applies to all Performance and Unlimited
Einstein Activity Capture users. Users can add more email addresses to their own Excluded Editions, and available for
Addresses lists. an extra cost in Professional
Set Default Activity Sharing for Einstein Activity Capture Users and Enterprise Editions.
Sales Engagement is also
Select whether Einstein Activity Capture users share their emails and events with other users
available for an extra cost in
or keep them private. Users can change their activity sharing at any time from their personal
Service Cloud and Lightning
settings. Platform.
Let Users Share Activities with Groups
Add the Enable email and event sharing field to group layouts. When the setting USER PERMISSIONS
is selected on a private or unlisted Chatter group, the group members who use Einstein Activity
Capture can share activities with all group members. To set up Sales Engagement:
• Customize Application
AND Modify All Data

63
Sales Productivity Set Up Sales Engagement

Exclude Certain Emails and Events from Being Added to Salesforce

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

64
Sales Productivity Set Up Sales Engagement

When you add email addresses or domains to the Excluded Addresses list for your org, emails and
USER PERMISSIONS
events with those people or companies aren’t added to the activity timeline of related Salesforce
records. Events aren’t added to the Salesforce calendar. And events aren’t synced between Salesforce To update the Excluded
and the connected accounts. Your Excluded Addresses list applies to all Einstein Activity Capture Addresses list:
users. Users can add more email addresses to their own Excluded Addresses lists. • Customize Application
OR Modify All Data
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then
select Settings. To view the Excluded
Addresses list:
2. Click the Excluded Addresses tab. • View Setup and
3. Click Add. Configurations

4. Follow the prompts to update the Excluded Addresses list.

SEE ALSO:
Considerations for Excluding Data from Einstein Activity Capture
Exclude Emails and Events from Being Added to Salesforce
Einstein Activity Capture

65
Sales Productivity Set Up Sales Engagement

Set Default Activity Sharing for Einstein Activity Capture Users

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

66
Sales Productivity Set Up Sales Engagement

Select whether Einstein Activity Capture users share their emails and events with other users or
USER PERMISSIONS
keep them private. Users can change their activity sharing at any time from their personal settings.
To set default activity sharing
Note: Some Sales Cloud Einstein features generate business-related insights using emails
for new users:
captured by Einstein Activity Capture, including emails that aren’t shared. However, the • Customize Application
content of the emails and the usernames associated with them are hidden. Einstein OR Modify All Data
Opportunity Insights and Einstein Automated Contacts are the Sales Cloud Einstein features
To view the Einstein Activity
that use these private emails.
Capture setup pages:
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then • View Setup and
select Settings under Einstein Activity Capture. Configurations
2. Click the Settings tab.
3. Click Edit Default next to Default Activity Sharing for New Users.
4. Select a default option for new users.
When activities are shared with everyone, others see full email and event details. When activities aren’t shared with everyone, others
see basic details, such as dates and names, and can request full access from the activity owner. “Everyone” means all Salesforce users
at your company, but you can change it to mean only Einstein Activity Capture users. Go to the Settings tab within the Einstein
Activity Capture settings.

5. Click Save.
When new users connect their account to Salesforce with Einstein Activity Capture, the activity sharing that you selected is their
default. Users who already connected their account to Salesforce aren’t affected.
6. If you set the default sharing setting to Don’t Share, you can prevent new users, regardless of their own sharing settings, from
changing it. From the Settings tab, turn on the Enforce Default Activity Sharing for New Users setting. Users can still share
individual emails and events, and respond to sharing requests from other users.
7. If you set the default sharing setting to Share with Everyone, emails that are identified as automated replies or having sensitive
content are kept private. This protects users from inadvertently sharing sensitive information The email owner can later change the
sharing setting to something less restrictive. If you want automated replies and sensitive emails to be shared, go to the Settings tab
and turn off the Prevent Automated Emails from Being Shared and the Prevent Sensitive Emails from Being Shared settings.

SEE ALSO:
Control How Activities Added by Einstein Activity Capture Are Shared
Einstein Activity Capture

67
Sales Productivity Set Up Sales Engagement

Let Users Share Activities with Groups

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

68
Sales Productivity Set Up Sales Engagement

Add the Enable email and event sharing field to group layouts. When the setting
USER PERMISSIONS
is selected on a private or unlisted Chatter group, the group members who use Einstein Activity
Capture can share activities with all group members. To edit group layouts:
1. Make sure Chatter is enabled. • Customize Application

2. From Setup, enter Group Layouts in the Quick Find box, then select Group Layouts.
3. Add the Enable email and event sharing field to group layouts.

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, Einstein Activity Capture users within the group can share their emails and events with all group members. Email
and events appear in the activity timeline of related records, not in Chatter group feeds. When a user shares an individual email or event
with a Chatter group and then deletes the group, the setting for the individual email or event is removed.

SEE ALSO:
Control How Activities Added by Einstein Activity Capture Are Shared
Set Up a Group for Sharing Activities

69
Sales Productivity Set Up Sales Engagement

Add Sales Engagement Components, Actions, and Fields to Page Layouts

To make Sales Engagement functions fully available to your sales team, add related components,
EDITIONS
actions, and fields to page layouts for leads, contacts, and accounts.
Available in: Lightning
Add the Sales Engagements Component to Record Pages Experience
Add the Sales Engagements component to relevant record pages with the Lightning App Available with Sales
Builder. With the Sales Engagements component, users can see which cadence a given prospect Engagement in Sales Cloud,
is in, their engagement activity, and also their progress within the cadence. which is included in
Add the Work Queue Component to Email Integration Panes for Outlook and Gmail Performance and Unlimited
Sales reps can access the Sales Engagement Work Queue directly from the integrations with Editions, and available for
an extra cost in Professional
Microsoft® Outlook® and Gmail™. Add the Work Queue component to its own tab in a new or
and Enterprise Editions.
existing email application pane. Then assign the pane to your Sales Engagement users.
Sales Engagement is also
Add the Automated Action Reminders Component to Record Pages available for an extra cost in
If you turned on Allow users to create automated actions in Automated Actions Setup, add the Service Cloud and Lightning
Automated Action Reminders component to relevant record pages with the Lightning App Platform.
Builder. With the Automated Action Reminders component, users can see when an automated
action has been triggered by a record they own, and choose whether to run the action. USER PERMISSIONS
Add Cadence Actions to Page Layouts
To set up Sales Engagement:
If your org has customized Salesforce Mobile and Lightning Experience Actions for lead, contact,
• Customize Application
or person account records, add cadence actions to those objects’ page layouts. Add the actions
AND Modify All Data
from the Object Manager.
Set Up Cadence Fields on Record Layouts
Add Cadence to one of the top Selected Fields to show users the related cadence on lead, contact, and person account records.
Users can click the field to view the cadence record, where they can view all the steps in the cadence. And add Cadence Assignee
to see which sales rep is working on the prospect.
Display Key Cadence Fields on List Views
Make sure that users can see the Cadence and Cadence Assignee fields in relevant list views. You can also create a list view that
shows only records linked to a cadence.
Set Up Scheduled Email Management for Sales Engagement
As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at an optimal time. Set up the
Scheduled Emails component so that reps can update the content of a scheduled email and change its scheduled date and time.

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Sales Productivity Set Up Sales Engagement

Add the Sales Engagements Component to Record Pages

Add the Sales Engagements component to relevant record pages with the Lightning App Builder.
EDITIONS
With the Sales Engagements component, users can see which cadence a given prospect is in, their
engagement activity, and also their progress within the cadence. Available in: Lightning
1. From Setup, enter Lightning App Builder in the Quick Find box, and then select Lightning Experience
App Builder.
Available with Sales
2. Click Edit for the Lightning page you want to modify, or create a new page. Engagement in Sales Cloud,
• For Sales Engagement, make sure you update relevant lead, contact, and person account which is included in
Performance and Unlimited
pages.
Editions, and available for
• If Relate Opportunities to Cadences is turned on, you can add the component to opportunity an extra cost in Professional
page layouts. and Enterprise Editions.
• If Use Cadences for Collections is turned on, you can add the component to invoice page Sales Engagement is also
layouts. available for an extra cost in
Service Cloud and Lightning
3. Add the Sales Engagements component to the page’s layout. Platform.
4. Save your changes.
5. If you’re creating a new page, activate the page and assign it to Sales Engagement users. USER PERMISSIONS
6. Repeat the process for other relevant Lightning pages. To set up Sales Engagement:
• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Add the Work Queue Component to Email Integration Panes for Outlook and Gmail
Sales reps can access the Sales Engagement Work Queue directly from the integrations with
EDITIONS
Microsoft® Outlook® and Gmail™. Add the Work Queue component to its own tab in a new or existing
email application pane. Then assign the pane to your Sales Engagement users. Available in: Lightning
Give your reps the flexibility to work through their queue from their email application. Experience

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

1. From Setup, enter Integration in the Quick Find box, then select Outlook Integration
and Sync or Gmail Integration and Sync. USER PERMISSIONS
2. Expand Let users access Salesforce records from Outlook/Gmail and enable Customize To set up the email
Content with App Builder. integrations to use custom
3. Under Email Application Panes, click Create New Pane and select With Inbox Features, or email application panes:
edit an existing pane in the list. • Customize Application
To create and save Lightning
4. Click the Tabs component.
pages in the Lightning App
Builder:
• Customize Application
To view Lightning pages in
the Lightning App Builder:
• View Setup and
5. In the Tabs component properties, click Add Tab. Configuration
6. Click the tab and select Custom title.
7. Enter a descriptive title for the tab, such as Work Queue, or something that describes the queue for your sales reps, and click Done.
8. Keep the tab visible in both Compose and Read modes.

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Sales Productivity Set Up Sales Engagement

9. Drag and move the tab in the Tabs list to where you want it to display.
Tabs are listed from top to bottom in the order they display from left to right in the pane. To make sure that a tab is visible without
extra clicks, place the tab in one of the first few positions.

10. Drag the Work Queue component to the tab.

Tip: To track links in emails started from the Work Queue in Outlook, also add the Email Tracking component to a tab available
in Compose mode.

Tip: The My Feed tab in the Work Queue shows engagements and alerts for emails sent from the Work Queue and tracked
emails sent from outside the Work Queue. That information is also shown in the Feed tab in the email integration pane. To
prevent duplicate feeds for reps who use the Work Queue, use the Lightning App Builder to remove the Feed tab from the
email integration pane.

11. Click Save.

12. Activate and assign the pane to the user profiles of reps who use Sales Engagement.

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Sales Productivity Set Up Sales Engagement

Add the Automated Action Reminders Component to Record Pages

If you turned on Allow users to create automated actions in Automated Actions Setup, add the
EDITIONS
Automated Action Reminders component to relevant record pages with the Lightning App Builder.
With the Automated Action Reminders component, users can see when an automated action has Available in: Lightning
been triggered by a record they own, and choose whether to run the action. Experience
1. From Setup, enter Lightning App Builder in the Quick Find box, and then select Lightning
Available with Sales
App Builder.
Engagement in Sales Cloud,
2. Click Edit for the Lightning page you want to modify, or create a new page. For Sales which is included in
Engagement, make sure you update relevant lead, contact, and person account pages. Performance and Unlimited
Editions, and available for
3. Add the Automated Action Reminders component to the page’s layout.
an extra cost in Professional
4. Save your changes. and Enterprise Editions.
5. If you’re creating a new page, activate the page and assign it to Sales Engagement users. Sales Engagement is also
available for an extra cost in
6. Repeat the process for other relevant Lightning pages. Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Add Cadence Actions to Page Layouts

If your org has customized Salesforce Mobile and Lightning Experience Actions for lead, contact,
EDITIONS
or person account records, add cadence actions to those objects’ page layouts. Add the actions
from the Object Manager. Available in: Lightning
1. From Setup, enter Object Manager in the Quick Find box, and then select Object Manager. Experience
2. Click the object you want to modify. For Sales Engagement, make sure that you update Lead, Available with Sales
Contact, Person Account, and Opportunity. Engagement in Sales Cloud,
3. Select Page Layouts, and then click the relevant page layout. which is included in
Performance and Unlimited
4. From the palette on the upper portion of the screen, click Mobile & Lightning Actions. Editions, and available for
5. Drag these actions to the Salesforce Mobile and Lightning Actions section of the page layout. an extra cost in Professional
On the opportunity page layout, you can only use the Add to Sales Cadence action. Cadence and Enterprise Editions.
actions aren't supported in the Salesforce mobile app. Sales Engagement is also
available for an extra cost in
• Add to Cadence Service Cloud and Lightning
• Remove from Cadence Platform.
• Change Target Assignee
• Pause Target USER PERMISSIONS
• Resume Target
To set up Sales Engagement:
6. Save your changes. • Customize Application
AND Modify All Data
7. Repeat the process for other relevant objects. For Sales Engagement, make sure that you update
Lead, Contact, and Person Account.

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Sales Productivity Set Up Sales Engagement

Set Up Cadence Fields on Record Layouts

Add Cadence to one of the top Selected Fields to show users the related cadence on lead, contact,
EDITIONS
and person account records. Users can click the field to view the cadence record, where they can
view all the steps in the cadence. And add Cadence Assignee to see which sales rep is working on Available in: Lightning
the prospect. Experience
1. From Setup, enter Object Manager in the Quick Find box, and then select Object Manager.
Available with Sales
2. Click the object you want to modify. For Sales Engagement, make sure that you update Lead, Engagement in Sales Cloud,
Contact, and Person Account. which is included in
Performance and Unlimited
3. Select Compact Layouts, and then click New.
Editions, and available for
4. Enter a label for the compact layout. Sales Engagement Compact Layout works an extra cost in Professional
here. and Enterprise Editions.
5. Add Cadence, Cadence Assignee, Cadence State, First Call Date, and First Email Date as Sales Engagement is also
a few of the top Selected Fields. available for an extra cost in
Service Cloud and Lightning
6. Save your changes. Platform.
7. Click Compact Layout Assignment and then Edit Assignment.
8. Select the compact layout as the Primary Compact Layout, and then save your changes. USER PERMISSIONS
9. Repeat the process for other relevant objects. For Sales Engagement, make sure that you update To set up Sales Engagement:
Lead, Contact, and Person Account. • Customize Application
AND Modify All Data

Display Key Cadence Fields on List Views

Make sure that users can see the Cadence and Cadence Assignee fields in relevant list views. You
EDITIONS
can also create a list view that shows only records linked to a cadence.
1. Navigate to the list view where you want to expose the fields. Available in: Lightning
If you’re using the sales console, switch out of the split view to see the List View Controls. Experience

2. Select the List View Controls dropdown, and then click Select Fields to Display. Available with Sales
Engagement in Sales Cloud,
Not all list views are editable, such as the Recently Viewed list view. which is included in
3. Add Cadence and Cadence Assignee as a couple of the top Visible Fields. Performance and Unlimited
Editions, and available for
4. Save your changes. an extra cost in Professional
5. Repeat the process for other relevant list views. and Enterprise Editions.
Sales Engagement is also
For Sales Engagement, update the lead, contact, and person account list views.
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Set Up Scheduled Email Management for Sales Engagement

As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at
USER PERMISSIONS
an optimal time. Set up the Scheduled Emails component so that reps can update the content of
a scheduled email and change its scheduled date and time. To send email:
• Send Email permission
Available in: Lightning Experience and access to the record
the email is sent from
Available with Sales Cloud and included in Professional, Enterprise, Performance, and
To schedule an email to
Unlimited Editions send later:
• Use Inbox user
permission, available
Enhanced email must be enabled. with a Sales
Engagement, Sales
1. Go to an object home page or the Salesforce home page where you want sales reps to manage
Cloud Einstein, or Inbox
scheduled emails. license
2. Click the gear icon and select Edit Page. OR
3. Add the Send Email Later - Pending List component to the page and save the change. Sales Engagement Basic
The Send Email Later - Pending List component creates a list of scheduled emails that have yet user permission
to send. To edit a page layout:
• Customize Application
SEE ALSO:
Things to Know About Using Send Later

Set Up Sales Dialer for Sales Engagement

If you’re using Sales Dialer for the first time, enable Sales Dialer in Setup. Make sure that you add
EDITIONS
the Phone item to the utility bar for the Sales Engagement app.
Available in: Lightning
Enable Sales Dialer Experience
Turn on Dialer from the Dialer Settings page in Lightning Experience. Available with Sales
Add Dialer to the Utility Bar Engagement in Sales Cloud,
Use the App Manager to make Dialer available from the utility bar at the bottom of the page. which is included in
The utility bar gives your sales reps quick access to commonly used tools. Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Enable Sales Dialer

Turn on Dialer from the Dialer Settings page in Lightning Experience.
EDITIONS
1. From Setup, enter Dialer in the Quick Find box, then select Dialer Settings.
Available in: Lightning
2. Enable Dialer.
Experience
Optionally, enable personal voicemail, prioritized call lists, voicemail drop, and other settings
for your org as well. Available with Sales Cloud
and Service Cloud in:
Note: You can turn on and manage more features under the Dialer node in Setup. Essentials, Professional,
Depending on your org, this may include local presence, call result tracking, and more. Enterprise, Performance,
and Unlimited Editions
Sales 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
EDITIONS
utility bar gives your sales reps quick access to commonly used tools.
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. Available with Sales Cloud
If available, the Lightning Sales app contains numerous options preconfigured for sales users. and Service Cloud in:
Essentials, Professional,
3. On the Utility Items tab, click Add Utility Item and select Dialer. Enterprise, Performance,
4. On the User Profiles tab, make the app available to relevant user profiles. and Unlimited Editions

5. Verify the other app details, including the app name, branding information, and available menu Sales Dialer is available for
an additional cost as an
items.
add-on license.
6. Save your changes.
To verify your changes, from the App Launcher, find and open the app that has Sales Dialer enabled.
USER PERMISSIONS

To enable Dialer features:

• Customize Application

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Sales Productivity Set Up Sales Engagement

Define Call Result Values for Cadence Branching

Group call result values into categories to easily display the data in reports and use it as branching
EDITIONS
criteria for cadences.
1. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales Available in: Lightning
Engagement Settings. Experience
2. Click the Call tab. Available with Sales
3. In the Cadence Call Settings section, edit the Define Call Results for Branching section and Engagement in Sales Cloud,
enable the feature. which is included in
Performance and Unlimited
4. Enter the call result values used by your org next to the related call result categories. Editions, and available for
If your org is using Lightning Dialer, click the Edit Call Result Values link to confirm or modify an extra cost in Professional
your org’s current call result values. and Enterprise Editions.
Sales Engagement is also
Note: Make sure you enter the call result values correctly. available for an extra cost in
Service Cloud and Lightning
5. Click Save. Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Set Up Einstein Conversation Insights for Sales Engagement

If you’re using Einstein Conversation Insights for the first time, enable Conversation Insights in Setup.
EDITIONS
Make sure that you set up relevant call insights after turning on the product.
Available in: Lightning
Turn On Einstein Conversation Insights Experience
Enable Einstein Conversation Insights from the General Settings page in Setup. Available with Sales
Connect Voice Recording Providers Engagement in Sales Cloud,
Connect at least one recording provider to use Einstein Conversation Insights. which is included in
Performance and Unlimited
Set Up Call Insights Editions, and available for
Define call insights related to mentions of competitors and products that are important to your an extra cost in Professional
Salesforce org. And create custom insights for when words or phrases relevant to your teams and Enterprise Editions.
are mentioned. Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Turn On Einstein Conversation Insights

Enable Einstein Conversation Insights from the General Settings page in Setup.
EDITIONS
1. From Setup, enter Einstein Conversation Insights in the Quick Find box,
then select General Settings. Available in: Lightning
Experience
2. Turn on Conversation Insights.
The Conversation Insights Readiness indicator displays when the related dashboards are available. Available in Einstein
This process can take some time, so continue with the next steps until they’re available. Conversation Insights, which
is available in Enterprise,
Troubleshooting Dashboard Creation Issues
Performance, and
You can resolve some dashboard creation problems from the Analytics Setup page. For more Unlimited Editions
persistent issues, reach out to Salesforce Customer Support. Available for an extra cost in
From Setup, enter Analytics in the Quick Find box, then select Auto-Installed Apps Enterprise Edition for use
under the Apps section. with more than 10 users
If the Conversation Intelligence app isn’t successfully installed, click the Requests tab. Select
the drop-down menu for the Conversation Intelligence request and click View Log.
USER PERMISSIONS
The log describes what caused the Analytics app installation to fail. Resolve the issue then retry
the installation from the drop-down menu. To enable Einstein
Conversation Insights:
• Customize Application
Error Message Related Issue and Solution
Something went wrong while executing the Some fields aren’t accessible for reporting.
Sync_Lead node: Field [ScoreIntelligenceId] Make sure Data Sync is enabled and have your
is not available. Verify that the field exists and Analytics admin (with a CRM Analytics Growth
that the Analytics Cloud Integration User Admin or CRM Analytics Plus Admin license)
profile has Read level access on the field. open up field visibility from Analytics Data
Manager.
Data Sync is enabled by default in most orgs,
but you may need to turn it on. From Setup,
enter Analytics in the Quick Find
box, then select Settings. Select Enable Data
Sync and Connections if it’s not enabled and
save your changes.
If you’re an Analytics admin, navigate to the
Connect node in the Analytics Data Manager
and open the related object in the
SFDC_LOCAL connection. Address problems
of field visibility based on the errors reported,
and retry the installation from the
Auto-Installed Apps page.

Something went wrong while executing the This error can occur if Lead Scoring was turned
Sync_Lead node: Field [ScoreIntelligenceId] on-and-off in sandbox, and this sandbox
is not available. Verify that the field exists and environment was copied to production prior
that the Analytics Cloud Integration User to enabling Einstein Conversation Insights.
profile has Read level access on the field. Turn Lead Scoring back on in your production
environment to fix this issue.

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Sales Productivity Set Up Sales Engagement

Error Message Related Issue and Solution

Something went wrong while executing the Sync_Lead node: This error can occur if Sales Engagement was turned on-and-off
Fields [FirstEmailDateTime, FirstCallDateTime] are not available. in sandbox, and this sandbox environment was copied to
Verify that the fields exists and that the Analytics Cloud production prior to enabling Einstein Conversation Insights.
Integration User profile has Read level access on the fields. Turn Sales Engagement back on in your production environment
to fix this issue.

Connect Voice Recording Providers

Connect at least one recording provider to use Einstein Conversation Insights.
EDITIONS
Einstein Conversation Insights can analyze recordings from different products. For a list, see Recording
Providers. For information about connecting video recording providers, see Connect Video Recording Available in: Lightning
Providers. Experience
There are additional setup steps and requirements to connect Dialpad, RingCentral, Aircall, or Available in Einstein
Amazon Connect. For more information, see Integrate Voice Connectors with Einstein Conversation Conversation Insights, which
Insights. is available in Enterprise,
Performance, and
Note: To use other recording providers, inquire about implementing an API solution to Unlimited Editions
connect your provider. More information can be found in Einstein Conversation Insights API
Available for an extra cost in
Setup for Recording Providers.
Enterprise Edition for use
Make sure that Dialer or your telephony solution is enabled. For more information about enabling with more than 10 users
Sales Dialer, see Set Up Sales Dialer.
See Phone Integration Considerations for Sales Engagement for information about integrating your
phone provider with Sales Engagement. USER PERMISSIONS

1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select To enable Einstein
General Settings. Conversation Insights:
• Customize Application
2. On the Settings page, connect a voice recording provider.
3. Click Connect.

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Sales Productivity Set Up Sales Engagement

Set Up Call Insights

Define call insights related to mentions of competitors and products that are important to your
EDITIONS
Salesforce org. And create custom insights for when words or phrases relevant to your teams are
mentioned. Available in: Lightning
Note: You can create up to 100 custom insights. Each insight can have a maximum of 25 Experience
keywords, with each keyword limited to 255 characters. Available in Einstein
1. From Setup, enter Call Insights in the Quick Find box, and then select Call Insights. Conversation Insights, which
is available in Enterprise,
2. From the Standard tab, enter the competitors and products that are important to your teams. Performance, and
Be conscious of the keywords and phrases that you select to avoid flagging sensitive information Unlimited Editions
and to ensure the trust, safety, and privacy of your employees and customers. Limit words that Available for an extra cost in
could inadvertently or inappropriately affect people based on gender, religion, race, sexual Enterprise Edition for use
orientation, income level, or any other sensitive category. with more than 10 users
Similarly, limit keywords that could be construed as surveilling or monitoring your employees.
This feature isn’t a tool to assess employee satisfaction, gauge performance, or define normative
behaviors. USER PERMISSIONS

3. From the Custom tab, define insights for words or phrases that are relevant to your teams. To enable Einstein
Conversation Insights:
To prevent incorrect classification, avoid keywords already covered by automatic insights. For
• Customize Application
example, mentions about payment and purchase orders are already covered by the Pricing
Mentioned insight, and shouldn’t be used for a new custom insight.

Configure a Lead Scoring Solution

If you want help prioritizing your leads, set up Einstein Lead Scoring or a third-party scoring solution.
EDITIONS

Set Up Einstein Lead Scoring for Sales Engagement Available in: Lightning
If you’re using Einstein Lead Scoring for the first time, enable and configure Einstein Lead Scoring Experience
in Setup. Available with Sales
Set Up Third-Party Prospect Scoring for Sales Engagement Engagement in Sales Cloud,
Configure third-party scores for person accounts, contacts, or leads. Show scores on records, which is included in
and use scores to sort the Work Queue. Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Set Up Einstein Lead Scoring for Sales Engagement

If you’re using Einstein Lead Scoring for the first time, enable and configure Einstein Lead Scoring
EDITIONS
in Setup.
1. From Setup, enter Einstein Lead Scoring in the Quick Find box, and then select Einstein Lead Available in: Lightning
Scoring. Experience
2. On the Settings page, click Get Started. Available with Sales
3. Read the introduction, and then click Next. Engagement in Sales Cloud,
which is included in
4. Choose the lead conversion milestone that matches your business practices. Does your sales Performance and Unlimited
team create opportunities when they convert leads, or do they simply convert leads to accounts Editions, and available for
and contacts? Then click Next. an extra cost in Professional
5. Choose whether you want Einstein to score all your leads or only leads that meet criteria you and Enterprise Editions.
specify. To score only certain leads, click Score only leads that meet my criteria. Otherwise, Sales Engagement is also
click Next. available for an extra cost in
Service Cloud and Lightning
You can specify up to 100 field filters for the leads you want to score. The CurrencyIsoCode field Platform.
can’t be used in lead field filters.
The following field data types also can’t be used in lead field filters.
USER PERMISSIONS
• Address
To set up Sales Engagement:
• Date
• Customize Application
• Datetime AND Modify All Data
• Double
• Encrypted String
• Geolocation
• Multipicklist
• Reference— However, the RecordTypeId reference field is supported.
• Text Area
• Time

6. Choose whether you want Einstein to include all your lead fields during lead score analysis. To exclude specific fields, click No, ignore
certain fields (Advanced), and then deselect the fields you want to ignore. Otherwise, click Next.
Some businesses use fields that don’t affect a lead’s chance of converting. For example, you might have a field that indicates the
reason a lead didn’t convert. Telling Einstein to ignore those fields yields more accurate lead scores. Before ignoring a field, make
sure that the field doesn’t affect the lead’s chance of converting. Ignoring fields that affect score analysis decreases the accuracy of
your lead scores. If you are uncertain about whether to ignore a particular field, contact Salesforce Customer Support.

7. Wait while Einstein confirms that your company’s data works with the settings you’ve chosen.
8. When Einstein finishes confirming your settings, click Score Leads.
9. Using the Lightning App Builder, make sure that the Einstein Lead Scoring component was added to Lightning pages for leads. In
Salesforce Classic, add the Lead Score field to lead page layouts. The Lead Score field can’t be used on the same page layout as the
Lead Score Distribution or Conversion Rate by Lead Score report components.
10. After scores are available, add the Lead Score field to public lead list views. Salesforce automatically adds this field to default list
views.
It takes up to 24 hours for lead scores to be available. Sales Cloud Einstein users see scores and factors on the Einstein Scoring component.
To see the component, users need read access to the Company, Phone, and Email fields on leads.

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Sales Productivity Set Up Sales Engagement

Tip: To get the most out of Einstein Lead Scoring, encourage sales reps to add the Lead Score field to their lead list views.

Set Up Third-Party Prospect Scoring for Sales Engagement

Configure third-party scores for person accounts, contacts, or leads. Show scores on records, and
EDITIONS
use scores to sort the Work Queue.

Note: If Einstein Lead Scoring is set up, the Work Queue sorts leads automatically by lead Available in: Lightning
score. Even if you’re using Einstein Lead Scoring, you can configure third-party scores for Experience
contacts or person accounts separately. For more information about adding Einstein lead Available with Sales
scores to Sales Engagement, see Set Up Einstein Lead Scoring for Sales Engagement. Engagement in Sales Cloud,
1. Create a custom number field on the lead or contact object. For person accounts, configure a which is included in
custom number field in the object management settings for contacts. Performance and Unlimited
Editions, and available for
2. Configure the custom number field with your integrated third-party application to populate an extra cost in Professional
scores. and Enterprise Editions.
3. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales Sales Engagement is also
Engagement. available for an extra cost in
Service Cloud and Lightning
4. Next to the object for which you want to add custom scores, click Edit. Platform.
5. From the object’s custom score dropdown, select the custom number field that’s configured
as the third-party score. Users see this field as a sorting option in the Work Queue.
USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Set Up Sales Engagement

Customize the Work Queue

Select up to three fields to appear in the work queue so that your sales reps see the information at
EDITIONS
a glance.
1. From Setup, select Object Manager, and then click the name of the entity whose layout you Available in: Lightning
want to edit. Experience
2. Click Compact Layouts, and click the name of the layout you want to customize. Available with Sales
3. Click Edit. Engagement in Sales Cloud,
which is included in
4. In the Selected Fields column, the first three fields represent the data that displays in the work Performance and Unlimited
queue. Change the order of the fields so that the fields you want to display are one of the first Editions, and available for
three fields listed. an extra cost in Professional
Cadence isn’t supported as a field for the work queue. If it’s one of the first three fields, the and Enterprise Editions.
fourth field appears in its place. Sales Engagement is also
available for an extra cost in
5. Click Save. Service Cloud and Lightning
You can customize different fields for each record type. Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Set Up an Optional Sales Prospecting Bot

Admins can enable an optional Einstein Bot for Sales Engagement. Build and manage a Sales
EDITIONS
Prospecting Bot to ease the load on your sales reps. Bots can handle information collection and
answer frequently asked questions so sales reps can spend their time on more complex tasks. Available in: Lightning
The Sales Prospecting Bot template covers common use cases for sales prospects. Each use case Experience
appears in the bot’s Main Menu, which directs users down different paths in the bot depending on
Available with Sales
what they select. The Sales Prospecting Bot template also includes prebuilt flows that handle the
Engagement in Sales Cloud,
creation, assignment, and look-up of Salesforce records. For example, the Connect with Sales dialog which is included in
skill includes a flow to create a lead. Performance and Unlimited
Editions, and available for
Sales Prospecting Bot Requirements an extra cost in Professional
Before you get started with the Sales Prospecting Bot template, confirm that you meet these and Enterprise Editions.
Sales Engagement is also
requirements.
available for an extra cost in
Get Started with the Sales Prospecting Bot Service Cloud and Lightning
Create a fully featured bot with the Sales Prospecting Bot template. Ease the load on your sales Platform.
reps with the bot’s prebuilt flows and included intent data.
Set Up Omni-Channel for Your Sales Prospecting Bot
Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales reps in real time. That way, your
reps can assist your leads more effectively and close sales faster
Set Up a Prospect Queue for Your Sales Prospecting Bot
Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect queue. When a new Lead work item
is assigned to the prospect queue, Omni-Channel attempts to route it to a sales rep using your routing configuration.

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Sales Productivity Set Up Sales Engagement

Add a Cadence for Your Sales Prospecting Bot

Create a cadence for your sales prospecting bot called Sales Bot Cadence. That way, you can guide sales reps that are assigned to
bot-generated leads through a scheduled sequence of prospect outreach activities.
Deploy Your Sales Prospecting Bot
Your sales prospecting bot can connect to many different endpoints, expanding the ways that you communicate with your customers.
To get started, activate your sales prospecting bot and set up embedded chat.

SEE ALSO:
Einstein Bots

Sales Prospecting Bot Requirements

Before you get started with the Sales Prospecting Bot template, confirm that you meet these
EDITIONS
requirements.
1. Obtain a Chat or Messaging license. Then enable Chat and Omni-Channel. Available in: Lightning
Experience
2. Add the Omni-Channel widget to the Sales Engagement console app.
3. Create an Experience Cloud site for your bot. Available with Sales
Engagement in Sales Cloud,
4. Enable Lightning Knowledge if you want your bot to serve knowledge articles to customers. which is included in
a. To do more than read knowledge articles, your sales reps need a Knowledge User license. Performance and Unlimited
Assign permissions to users who publish, archive, delete, and manage articles. Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

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Sales Productivity Set Up Sales Engagement

Get Started with the Sales Prospecting Bot

Create a fully featured bot with the Sales Prospecting Bot template. Ease the load on your sales reps
EDITIONS
with the bot’s prebuilt flows and included intent data.
1. From Setup, in the Quick Find box, enter Einstein Bots, and then select Einstein Bots Available in: Lightning
under Service Cloud Einstein. To get started with Einstein Bots, click the toggle and accept the Experience
terms. Then click Try Einstein.
Available with Sales
2. Launch the Guided Setup Flow from the Einstein Bots main page. For your first bot, click Create Engagement in Sales Cloud,
a New Bot. Otherwise, click New. which is included in
Performance and Unlimited
3. Select Sales Prospecting Bot from the options provided. Click Next.
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To build and manage

Einstein Bots:
• Customize Application
OR Modify Metadata OR
Manage Bots
4. Give your bot a name. This name is visible to customers, so select something that fits your
To create a sales
company’s voice and tone. You can edit this name later on the Bot Overview page.
prospecting bot:
5. Select your bot’s primary language. Click Next. • Sales Engagement User
or Sales Engagement
6. Select your bot’s actions. You can include Company and Products, Connect with Sales, or
User Included
both. Each action creates a dialog and adds it to the bot Main Menu. Click Next.
OR
7. Select an Embedded Service Deployment for your bot. Each bot requires a unique deployment.
Sales Engagement
Selecting a deployment that is already in use can disrupt other services. If you don’t link a
Cadence Creator
deployment, the Bot Preview page doesn’t automatically work. Included
8. To start intent model training, click Proceed and then Finish. The intent model requires a few
hours to build. Until the model is built, text input into the bot isn’t processed for intent. When
the Model Management page is updated with metrics, the intent model is ready to use.

SEE ALSO:
Einstein Bots System Limitations
Understand Einstein Bot Dialogs

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Sales Productivity Set Up Sales Engagement

Set Up Omni-Channel for Your Sales Prospecting Bot

Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales
EDITIONS
reps in real time. That way, your reps can assist your leads more effectively and close sales faster
With Omni-Channel, leads are automatically routed or “pushed” to sales reps assigned to the Available in: Lightning
associated queue. After you create a service channel, routing configuration, presence statuses, and Experience
a presence configuration, you associate them with a queue that contains sales prospects.
Available with Sales
Engagement in Sales Cloud,
Create a Service Channel for Your Sales Prospecting Bot which is included in
Set up a service channel for your sales prospecting bot that turns your incoming prospects into Performance and Unlimited
Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps. Editions, and available for
an extra cost in Professional
Create a Routing Configuration for Your Sales Prospecting Bot and Enterprise Editions.
Routing configurations let you determine how work items are routed to your reps. Create a Sales Engagement is also
routing configuration for your sales prospecting bot that prioritizes the relative importance and available for an extra cost in
size of leads That way, leads are handled accordingly, and work is evenly distributed to your Service Cloud and Lightning
sales reps. Platform.
Create a Presence Status for Your Sales Prospecting Bot
Presence statuses indicate if a sales rep is online and available to receive prospects. Create a USER PERMISSIONS
presence status for your sales prospecting bot that includes your service channel. That way,
reps that are assigned to this presence status can receive your bot’s incoming leads. To set up Omni-Channel:
• Customize Application
Create a Presence Configuration for Your Sales Prospecting Bot
Use a presence configuration to limit how much work a sales rep can take on. That way, incoming
leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple configurations for different groups
of reps.

SEE ALSO:
Omni-Channel for Administrators

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Sales Productivity Set Up Sales Engagement

Create a Service Channel for Your Sales Prospecting Bot

Set up a service channel for your sales prospecting bot that turns your incoming prospects into
EDITIONS
Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps.
1. From Setup, in the Quick Find box, enter Service Channels, select Service Channels, Available in: Lightning
and then click New. Experience
2. For the Service Channel Name field, enter Leads. Available with Sales
3. For the Salesforce Object field, select Lead. Engagement in Sales Cloud,
which is included in
4. Specify the remaining settings for your service channel and save your changes. Performance and Unlimited
Editions, and available for
SEE ALSO: an extra cost in Professional
and Enterprise Editions.
Service Channel Settings
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

Create a Routing Configuration for Your Sales Prospecting Bot

Routing configurations let you determine how work items are routed to your reps. Create a routing
EDITIONS
configuration for your sales prospecting bot that prioritizes the relative importance and size of leads
That way, leads are handled accordingly, and work is evenly distributed to your sales reps. Available in: Lightning
1. From Setup, in the Quick Find box, enter Routing Configurations, select Routing Experience
Configurations, and then click New.
Available with Sales
2. For the Routing Configuration Name field, enter Sales Routing — Leads. Engagement in Sales Cloud,
which is included in
3. For the Units of Capacity field, enter 1.
Performance and Unlimited
4. Specify the remaining settings for your routing configuration and save your changes. Editions, and available for
an extra cost in Professional
SEE ALSO: and Enterprise Editions.
Sales Engagement is also
Routing Configuration Settings available for an extra cost in
Omni-Channel Routing Model Options Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

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Sales Productivity Set Up Sales Engagement

Create a Presence Status for Your Sales Prospecting Bot

Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence
EDITIONS
status for your sales prospecting bot that includes your service channel. That way, reps that are
assigned to this presence status can receive your bot’s incoming leads. Available in: Lightning
1. From Setup, in the Quick Find box, enter Presence Statuses, select Presence Statuses, Experience
and then click New.
Available with Sales
2. For the Status Name field, enter Available - Lead. Engagement in Sales Cloud,
which is included in
3. For the status option, select Online. The Online status lets reps who use this presence status
Performance and Unlimited
receive new work items.
Editions, and available for
4. Add the Leads service channel to the Available Channels list. an extra cost in Professional
5. Save your changes. To add more statuses, repeat the steps. For example, you can create a Busy and Enterprise Editions.
presence status to indicate that a rep is unavailable and can’t receive incoming prospects. Sales Engagement is also
available for an extra cost in
6. Give reps access to your presence statuses through permission sets or profiles. Service Cloud and Lightning
Platform.
SEE ALSO:
Presence Status Settings USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

Create a Presence Configuration for Your Sales Prospecting Bot

Use a presence configuration to limit how much work a sales rep can take on. That way, incoming
EDITIONS
leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple
configurations for different groups of reps. Available in: Lightning
1. From Setup, in the Quick Find box, enter Presence Configurations, select Presence Experience
Configurations, and then click New.
Available with Sales
2. For the Presence Configuration Name field, enter Leads. Engagement in Sales Cloud,
which is included in
3. Indicate the maximum units of work a sales rep can take on. If you set the Units of
Performance and Unlimited
Capacity field to 1 in your routing configuration, each work item is 1 unit.
Editions, and available for
4. To automatically accept work assignments that are pushed to a sales rep, select Automatically an extra cost in Professional
Accept Requests. and Enterprise Editions.
5. Specify the remaining settings for your presence configuration. Sales Engagement is also
available for an extra cost in
6. Save your changes. To add more presence configurations, repeat the steps. Service Cloud and Lightning
Platform.
SEE ALSO:
Presence Configuration Settings USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

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Sales Productivity Set Up Sales Engagement

Set Up a Prospect Queue for Your Sales Prospecting Bot

Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect
EDITIONS
queue. When a new Lead work item is assigned to the prospect queue, Omni-Channel attempts
to route it to a sales rep using your routing configuration. Available in: Lightning
1. From Setup, in the Quick Find box, enter Queues, select Queues, and then click New. Experience
2. For the Label field, enter Leads. Available with Sales
3. Select the routing configuration that you created when you set up Omni-Channel for your bot. Engagement in Sales Cloud,
which is included in
4. If you use divisions, select the queue’s default division. Performance and Unlimited
5. Add the Lead object to the queue. Editions, and available for
an extra cost in Professional
6. Add your sales reps as queue members. The members are assigned records from this queue.
and Enterprise Editions.
Members can be individuals, roles, public groups, territories, connections, or partner users. Sales Engagement is also
Guest users can’t be queue members. available for an extra cost in
7. Save your changes. Service Cloud and Lightning
Platform.

Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue
Use lead assignment rules to add your sales prospecting bot’s leads to your prospect queue USER PERMISSIONS
automatically.
To create or change queues:
• Customize Application
SEE ALSO: AND Manage Public List
Views
Rules and Queues
To change queues created
How Does Omni-Channel Queue-Based Routing Work?
by other users:
• Customize Application
AND Manage Public List
Views AND Manage
Users

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Sales Productivity Set Up Sales Engagement

Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue
Use lead assignment rules to add your sales prospecting bot’s leads to your prospect queue
EDITIONS
automatically.
1. For the Lead object’s Lead Source field, add Sales Bot as a custom picklist value. Available in: Lightning
Experience
2. From Setup, in the Quick Find box, enter Lead Assignment Rules, select Lead
Assignment Rules, and then click New. Available with Sales
3. For the Name field, enter Sales Prospecting Bot. Engagement in Sales Cloud,
which is included in
4. To activate the assignment rule, select Active. Then click Save. Performance and Unlimited
5. Click your new assignment rule, then under Rule Entries, click New. Editions, and available for
an extra cost in Professional
6. For the Sort Order field, enter 1. and Enterprise Editions.
7. For the rule criteria, select the Lead: Lead Source field and equals operator. Sales Engagement is also
available for an extra cost in
8. From the value picklist, select Sales Bot.
Service Cloud and Lightning
9. Assign the lead to your prospect queue and save your changes. Platform.

SEE ALSO: USER PERMISSIONS

Add or Edit Picklist Value
To view assignment rules:
• View Setup AND
Configuration
To create or change
assignment rules:
• Customize Application

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Sales Productivity Set Up Sales Engagement

Add a Cadence for Your Sales Prospecting Bot

Create a cadence for your sales prospecting bot called Sales Bot Cadence. That way, you can guide
EDITIONS
sales reps that are assigned to bot-generated leads through a scheduled sequence of prospect
outreach activities. Available in: Lightning
1. In the Sales Engagement app, select Cadences from the Navigation menu. Then click New Experience
Cadence.
Available with Sales
2. For the Name field, enter Sales Bot Cadence. Your bot’s cadence must be named Sales Engagement in Sales Cloud,
Bot Cadence. which is included in
Performance and Unlimited
3. Select the Public Cadences folder, then click Save.
Editions, and available for
4. Add steps to your cadence. To send prospects to another cadence when they finish this one, an extra cost in Professional
click the End step. Turn on Exit to linked cadence, and then choose an active cadence. and Enterprise Editions.
5. When you’re finished adding steps and ready to start assigning prospects to the cadence, click Sales Engagement is also
Activate. available for an extra cost in
Service Cloud and Lightning
Platform.
SEE ALSO:
Streamline Prospect Outreach with Cadences
USER PERMISSIONS

To create cadences:
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Set Up Sales Engagement

Deploy Your Sales Prospecting Bot

Your sales prospecting bot can connect to many different endpoints, expanding the ways that you
EDITIONS
communicate with your customers. To get started, activate your sales prospecting bot and set up
embedded chat. Available in: Lightning
1. From Setup, in the Quick Find box, enter Einstein Bots, select Einstein Bots under Experience
Service Cloud Einstein, and then select your sales prospecting bot.
Available with Sales
2. On your bot’s overview page, click Activate. Then click Preview. Engagement in Sales Cloud,
3. To set up embedded chat for your sales prospecting bot, click Set up Chat. Then click Start. which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To deploy a sales
prospecting bot:
• Manage User Profiles
AND Run Flows AND
Permission Sets
4. Create a chat queue, create a routing configuration, and adjust your reps’ chat workload. Add
To add, edit, or delete
your Experience Cloud site’s URL. You can find your site’s URL on the All Sites page in Setup.
channels:
Select Sales, and choose an offline support option. Then click Finish. • Customize Application
5. Click Next and then Done.
6. To preview your bot, click the Chat button in Preview.

Deploy Your Bot to Your Experience Cloud Site

Add your sales prospecting bot to an existing Experience Cloud site to increase case deflection and user engagement.

SEE ALSO:
Chat
Messaging

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Sales Productivity Set Up Sales Engagement

Deploy Your Bot to Your Experience Cloud Site

Add your sales prospecting bot to an existing Experience Cloud site to increase case deflection and
EDITIONS
user engagement.
To get started, deploy your bot to your Experience Cloud site. You can also deploy your bot to Chat Available in: Lightning
channels (in-app and web) and SMS, Facebook Messenger, and WhatsApp channels. To add your Experience
bot to a conversation channel, see Deploy Your Bot to Your Channels.
Available with Sales
Note: You can create multiple bots, but an Experience Cloud site can only have one active Engagement in Sales Cloud,
bot. which is included in
Performance and Unlimited
1. From Setup, in the Quick Find box, enter All Sites, and select All Sites. Then click Builder Editions, and available for
next to your site. an extra cost in Professional
2. From Settings, select Security & Privacy. Ensure that your security Level is Relaxed CSP, then and Enterprise Editions.
under Trusted Sites for Scripts, click Add Trusted Site. Sales Engagement is also
available for an extra cost in
3. For the Name field, enter Sales Prospecting Bot. Service Cloud and Lightning
4. For the URL field, enter your bot’s Chat API Endpoint, and omit /chat/rest/. You can find Platform.
your bot’s Chat API endpoint on the Chat Settings page in Setup.
5. Select Active, then click Add Site. USER PERMISSIONS
6. To add and configure the chat component on the site, open the Components panel, and then
To customize an Experience
search for Embedded Service Chat. Add the Embedded Service Chat component to Cloud site:
the Template Footer region of your site’s home page. • Be a member of the site
7. Label your chat button, and specify the remaining settings. AND Create and Set Up
Experiences
8. To test your bot from a sales rep’s perspective, test your embedded chat window.
OR
9. Before you deploy your bot on your live Experience Cloud site, add knowledge articles with
Be a member of the site
your company and product information. To serve knowledge articles with your bot, you must AND an experience
add the summary field to the Knowledge object’s page layout. admin, publisher, or
10. To deploy the bot on your live Experience Cloud site, click Publish, and then click Got It. builder in that site

SEE ALSO:
Experience Cloud
Embedded Service Component
Knowledge

Start Using the Sales Engagement App

With Sales Engagement set up, your sales managers and reps can start using the app by creating cadences and adding prospects to
them.

Get Started Managing Sales with Sales Engagement

Start using Sales Engagement by navigating to the app and creating your first cadence.

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Sales Productivity Set Up Sales Engagement

Get Started Selling to Prospects with Sales Engagement

Start using Sales Engagement by navigating to the app and adding prospects to cadences, which makes them appear in your Work
Queue.

SEE ALSO:
Sell Faster with Sales Engagement

Get Started Managing Sales with Sales Engagement

Start using Sales Engagement by navigating to the app and creating your first cadence.
EDITIONS
1. From the App Launcher, find and open Sales Engagement.
Available in: Lightning
2. Click the banner at the top of the page to start using Einstein Activity Capture.
Experience
If you’re new to Dialer, click the banner to select a Dialer number.
Available with Sales
3. Switch to the split view in console. Engagement in Sales Cloud,
4. Create and activate a cadence. which is included in
Performance and Unlimited
5. Add prospects to a cadence.
Editions, and available for
Check out additional resources. an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

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Sales Productivity Streamline Prospect Outreach with Cadences

Get Started Selling to Prospects with Sales Engagement

Start using Sales Engagement by navigating to the app and adding prospects to cadences, which
EDITIONS
makes them appear in your Work Queue.
1. From the App Launcher, find and open Sales Engagement. Available in: Lightning
Experience
2. Set up Einstein Activity Capture.
If you’re new to Dialer, click the banner to select a Dialer number. Available with Sales
Engagement in Sales Cloud,
3. Switch to the split view in console. which is included in
4. Add leads, contacts, or person accounts to your Work Queue. Performance and Unlimited
Editions, and available for
Check out additional resources. an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Streamline Prospect Outreach with Cadences

With cadences, inside sales reps can work through their prospects at top speed. Inside sales managers
EDITIONS
use Sales Engagement Cadence Builder to create consistent, scheduled cadences of outreach
activities to help reps nurture their prospects with maximum efficiency. A cadence can include Available in: Lightning
activities like sending emails, making calls, arranging meetings, and sending text messages. Sales Experience
managers and reps can add leads, contacts, and person accounts to each cadence. Sales reps act
on the cadence activities from a prioritized work queue that shows them at a glance which prospects Available with Sales
are ready for each outreach. Engagement in Sales Cloud,
which is included in
Note: The High Velocity Sales name has changed to Sales Engagement. The automation Performance and Unlimited
features within the product now include customer engagement tracking, chatbots, cadences, Editions, and available for
and automated actions. The new name captures all the tools to use to automate processes an extra cost in Professional
and to engage strategically with leads and customers so that your sales team can focus on and Enterprise Editions.
selling. Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Build Cadences with Cadence Builder 2.0 Platform.
Cadence Builder 2.0 lets cadence creators build standard cadences sensitive to target
engagement with much less effort and complexity. Creators use only three tracks—neutral,
positive, and negative—to hold cadence steps appropriate to different target responses. Entry rules for each track let targets move
to the appropriate track based on their responses, whenever they occur.

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Build Cadences with Cadence Builder Classic

The original tool for building cadences, Cadence Builder Classic, lets you create sales programs with email, call, LinkedIn, custom,
screen flow, and branch steps. Branch steps let you send targets through different steps depending on their response to a previous
step.
Create Call Scripts and Email Templates
Use the Navigation Menu to create call scripts and email templates for your cadences.
Test Different Email Templates or Call Scripts on a Single Cadence Step
Use cadence steps to test different versions of an email template or a call script to see which is most effective with target prospects.
The cadence sends each email or displays each call script according to the proportions that you choose when you build the cadence.
Edit an Active Cadence
When you want to improve a cadence, you can update an active cadence without interrupting sales outreach. Add and remove
steps, update step names and descriptions, email template and call script variants, cadence rules, and more.
View Cadence Details
View cadence details on the record home page. View cadence steps in Cadence Builder.
Add Prospects to a Cadence
Take prospective buyers through a scheduled sales outreach sequence by adding them to a cadence.
Assign Prospects to a Different Sales Rep
If you want to reassign in-progress cadence targets to a different rep, update the target assignee without removing the target from
the cadence.
Remove Prospects from a Sales Engagement Cadence
If you no longer want to target a prospect or you want to add them to a different cadence, remove them from their current cadence.
You can remove one or all prospects from a cadence.
Cadence Target Dispositions
Cadences are a great tool for qualifying large numbers of leads and other prospects. Sales Engagement assigns a disposition to each
prospect when they finish or exit a cadence. The disposition indicates how the target responded to the cadence, so you can see
which targets to invest in further. You can view target dispositions in reports.
Deactivate a Sales Engagement Cadence
When you’re ready to update your sales outreach patterns, you can replace older cadences with new ones. Deactivating a cadence
prevents further use, preserves cadence data, and avoids confusion with newer cadences. Existing targets in a deactivated cadence
continue until completion.
Delete a Sales Engagement Cadence
When you’re finished using a cadence and its data, you can delete it. However, after you delete a cadence, you can’t report on it. To
continue reporting on a cadence you don’t use, deactivate it rather than deleting it. Before deleting a cadence, you must remove
all existing targets.
Use Cadences for a Commerce Reorder Portal
A Commerce reorder portal provides a streamlined way to sell to repeat customers. After you create the reorder portal, you can
configure a cadence with a preconfigured screen flow so that your reps can start inviting their contacts to place self-service reorders.
You can use a standard cadence or a quick cadence.
Sales Engagement Cadence Examples
Cadences make it easy to stay on schedule and ensure that prospects aren’t forgotten. Review examples of cadences for various
types of customer outreach. Then modify them to fit your own business requirements.

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Build Cadences with Cadence Builder 2.0

Cadence Builder 2.0 lets cadence creators build standard cadences sensitive to target engagement
EDITIONS
with much less effort and complexity. Creators use only three tracks—neutral, positive, and
negative—to hold cadence steps appropriate to different target responses. Entry rules for each Available in: Lightning
track let targets move to the appropriate track based on their responses, whenever they occur. Experience

Available with Sales

Cadence Builder 2.0 Cadences Engagement in Sales Cloud,
Cadence Builder 2.0 cadences are responsive to target engagement, using three separate which is included in
tracks—neutral, positive, and negative—to hold cadence steps appropriate to different target Performance and Unlimited
engagements. Entry rules for each track let targets move to the appropriate track based on their Editions, and available for
engagements, whenever they occur. an extra cost in Professional
Create a Cadence with Cadence Builder 2.0 and Enterprise Editions.
Sales Engagement is also
Build sales programs that can respond to prospect engagement with Cadence Builder 2.0
available for an extra cost in
cadences.
Service Cloud and Lightning
Platform.

Cadence Builder 2.0 Cadences

Cadence Builder 2.0 cadences are responsive to target engagement, using three separate
EDITIONS
tracks—neutral, positive, and negative—to hold cadence steps appropriate to different target
engagements. Entry rules for each track let targets move to the appropriate track based on their Available in: Lightning
engagements, whenever they occur. Experience
Cadence creators can build cadences with separate tracks, or series of steps, for targets of different
Available with Sales
levels of interest or engagement.
Engagement in Sales Cloud,
• A neutral track, usually with steps for targets who haven't yet engaged which is included in
• A positive track for targets who have engaged or shown interest Performance and Unlimited
Editions, and available for
• A negative track for targets that have expressed a lack of interest an extra cost in Professional
The builder canvas lets you see the steps in each track, drag steps to and from a track, and configure and Enterprise Editions.
step details, all in one view. Sales Engagement is also
available for an extra cost in
Cadence creators can use each track in the way that makes sense for their team and can set rules
Service Cloud and Lightning
to control when a target moves from one track to another. Targets can move from track to track at
Platform.
any time based on the track entry rules. For example, the positive track can have an entry rule that
moves a target to that track when they click a link in an email sent in a previous step in either of
the other two tracks.

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When track entry rules cause a target to move from one track to another, the cadence cancels the target's current step and moves the
target to the first step of the new track. The start time of the first step is the later of the start time of the canceled step and the first step
of the new track. This timing prevents the track change from causing two steps to occur closer together than the cadence designer
intended. For example, if a target's current step on the neutral track starts in one day but an entry rule sends the target to a step that's
set to start immediately, that new step starts in one day instead.
Users can choose between Cadence Builder 2.0 and Cadence Builder Classic when first creating a cadence. Cadence authors create steps
and cadence exit rules in the same way in Cadence Builder 2.0 and Cadence Builder Classic. Cadence Builder 2.0 doesn’t support cadence
autolaunched flows or screen flow steps.

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Create a Cadence with Cadence Builder 2.0

Build sales programs that can respond to prospect engagement with Cadence Builder 2.0 cadences.
EDITIONS
1. In the Sales Engagement app, choose Cadences from the Navigation menu.
Available in: Lightning
2. Click New Cadence.
Experience
3. Click Open Cadence Builder 2.0.
Available with Sales
4. In the left panel, click Cadence Overview. Engagement in Sales Cloud,
In the right panel, enter a name and description for your cadence. which is included in
Performance and Unlimited
5. In the left panel, click Main.
Editions, and available for
The Main track is usually used for targets that haven't yet engaged with your cadence. an extra cost in Professional
and Enterprise Editions.
6. Drag a step from the left panel to the Main track canvas.
Sales Engagement is also
In the right panel, configure the details for the step. available for an extra cost in
Service Cloud and Lightning
7. Repeat with the remaining steps you want to add to the Main track.
Platform.
8. In the left panel, click Positive.
Use the Positive track for steps for targets who have engaged or shown interest.
USER PERMISSIONS
9. Add and configure steps in the Positive track.
To create cadences:
10. Repeat with the Negative Track. • Sales Engagement
Use the Negative track for steps for targets who have shown a lack of interest. Cadence Creator
OR
11. In the left panel, click Positive. In the right panel, choose the engagement events you want to
send a target to the Positive track. Sales Engagement
Cadence Creator
Calls generate the Meaningful Connect, Not Interested, Unqualified, Left Voicemail, and Call Included
Back Later events. Emails generate the Reply, Open, and Link Click events.

12. In the left panel, click Negative. In the right panel, choose the engagement events you want
to send a target to the Negative track.
13. In the left panel, click Main. In the right panel, choose the engagement events you want to send a target out of the cadence.
14. When you're finished, click Save.
If you're ready to activate the cadence and being adding targets, click Activate.

You can perform these steps in whatever order is easiest for you.

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Build Cadences with Cadence Builder Classic

The original tool for building cadences, Cadence Builder Classic, lets you create sales programs with
EDITIONS
email, call, LinkedIn, custom, screen flow, and branch steps. Branch steps let you send targets
through different steps depending on their response to a previous step. Available in: Lightning
Note: Because Cadence Builder Classic requires more complex cadence design when building Experience
branched cadences, it will be retired in a future release. Cadence Builder 2.0 lets sales teams Available with Sales
build responsive cadences with much less effort and complexity. We recommend transitioning Engagement in Sales Cloud,
to Cadence Builder 2.0 for any new cadences your sales team needs to create. which is included in
Performance and Unlimited
Editions, and available for
Cadence Builder Classic Cadences
an extra cost in Professional
Managers can build sales best practices right into Salesforce, optimizing prospecting outcomes.
and Enterprise Editions.
Cadences guide new and veteran reps alike through the prospecting and opportunity nurturing Sales Engagement is also
processes—including when to email a prospect, when to call, when to wait, and more. Managers available for an extra cost in
can specify call scripts and email templates for each step, and create branched cadences with Service Cloud and Lightning
different outreach depending on the results of sales calls or emails. Platform.
Start Selling Fast with Included Cadences
Sales managers and reps can start using cadences right away without building their own.
Included cadences cover common sales scenarios and provide examples for sales managers to learn from and expand. Example call
scripts and email templates for each cadence are also included.
Create and Activate a Cadence with Cadence Builder Classic
Establish a repeatable process for your sales reps to work their prospects using a scheduled sequence of outreach activities with
Sales Engagement cadences.

Cadence Builder Classic Cadences

Managers can build sales best practices right into Salesforce, optimizing prospecting outcomes.
EDITIONS
Cadences guide new and veteran reps alike through the prospecting and opportunity nurturing
processes—including when to email a prospect, when to call, when to wait, and more. Managers Available in: Lightning
can specify call scripts and email templates for each step, and create branched cadences with Experience
different outreach depending on the results of sales calls or emails.
Available with Sales
Note: The High Velocity Sales name has changed to Sales Engagement. The automation Engagement in Sales Cloud,
features within the product now include customer engagement tracking, chatbots, cadences, which is included in
and automated actions. The new name captures all the tools to use to automate processes Performance and Unlimited
and to engage strategically with leads and customers so that your sales team can focus on Editions, and available for
selling. an extra cost in Professional
and Enterprise Editions.
For reps, cadences bring together all their pending activities in one view and automatically log
Sales Engagement is also
activities as reps complete them. After reps start using cadences, managers can report on which
available for an extra cost in
cadences result in the best sales outcomes.
Service Cloud and Lightning
Platform.

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The Cadences tab (1) shows details for each cadence, including whether it is in draft, active, or deactivated (2). When in draft, a sales
manager can edit the cadence. After the cadence is activated, the sales manager can assign leads, contacts, and person accounts to the
cadence.

On the cadence record detail page, the Cadence Targets related list shows the leads, contacts, and person accounts currently active in
the cadence (1). The Cadence Targets list doesn't include targets that have completed the cadence or have an error. To see the details
of each cadence step in the Cadence Builder, Managers can click View Steps (2).

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The Cadence Steps related list shows the prospect engagement for each call and email step.
For example, a sales manager could build a cadence guiding reps to make two back-to-back calls, wait a half-day, and then call again
or send an email.
Sales managers use the Cadence Builder to create each scheduled outreach plan.

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Click the plus (+) icons (1) to add an email (2), call (3), wait period (4), or a custom step (5), such as setting up a meeting or sending a
text message. When prospects complete a cadence, you can add them to another one automatically (6).
To make your sales outreach more responsive to prospect engagement, you can build a branched cadence. Branches allow different
outreach steps depending on the results of a call or an email.

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To build a cadence that takes prospects through different sales steps based on a call result, add a call step (1) followed by a branch step
(2). For each call result branch step, choose which Call Outcome value to look for, such as Meaningful Connect or Left Voicemail (3).
Cadences can also take prospects through different sales steps based on whether the prospect engages with an email. Use a listener
branch step (1) after an email to send the prospect down the correct branch.

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To create a branch based on email engagement, add a listener branch step (1) after an email step. The listener branch step waits to see
whether the prospect opens the email or clicks a link in the email, and sends the prospect down the correct branch. If the prospect
opens the email, the cadence takes them through the steps in the Yes branch. If they don’t open the email, they follow the No branch.

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After a cadence is activated, sales managers or reps can add prospects right from a lead, contact, or person account detail page by
clicking the Add to Cadence action (1). Then choose a cadence to start the prospect on a specific set of scheduled outreach. Choose a
target assignee (2) to perform the sales outreach for the prospect. If the target is a contact on an opportunity, you can add the related
opportunity (3). The cadence outreach steps appear automatically in the target assignee’s work queue as they come due. The record
owner is the default target assignee.

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When your Salesforce admin adds the Sales Engagements component to lead, contact, and person account page layouts, sales reps and
managers can see prospect engagement activity and cadence progress. Sales reps can act on the next sales step right from the record
detail page.

SEE ALSO:
Create and Activate a Cadence with Cadence Builder Classic
Add Prospects to a Cadence

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Start Selling Fast with Included Cadences

Sales managers and reps can start using cadences right away without building their own. Included
EDITIONS
cadences cover common sales scenarios and provide examples for sales managers to learn from
and expand. Example call scripts and email templates for each cadence are also included. Available in: Lightning
Managers can use the included cadences as is or as inspiration for more customized sales sequences. Experience
The Cadences from Salesforce folder contains these cadences: Available with Sales
• Initiate Contact with New Prospects—Reach out to new leads to gauge their level of interest. Engagement in Sales Cloud,
14 days. which is included in
Performance and Unlimited
• Recover a Lost Opportunity—Reach out occasionally to contacts on lost opportunities to see Editions, and available for
if they may be open to reengaging. 18 days. an extra cost in Professional
• Reengage Dormant Prospects—Reach out to reengage prospects you haven't heard from in and Enterprise Editions.
a while. 13 days. Sales Engagement is also
available for an extra cost in
• Follow Up on Interested Prospects—Respond to prospects who have expressed interest. 10
Service Cloud and Lightning
days.
Platform.
• Set Up a Meeting—Step through scheduling a meeting. Includes initial outreach, negotiating
timing, sending materials for review, conducting the meeting, and follow up. 2 days.
• Nurture Existing Customers—Let existing accounts know you're thinking about them and available to address their needs. Six
months.
• Follow Up with Prospects from Event—Engage with prospects that expressed interest at an event. 8 days.
• Onboard New Customers—Handhold new customers to make sure they're enagaged with your product and assist with any questions.
90 days.
• Nurture Accounts Through Sales Rep Transition—Ensure existing customers feel comfortable during the transition to a new account
representative. 16 days.
• Nurture Accounts Through Renewal—Handhold existing customers through the renewal process to address any obstacles or
concerns. 80 days.
To start using an included cadence, activate it and then begin adding targets.

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Create and Activate a Cadence with Cadence Builder Classic

Establish a repeatable process for your sales reps to work their prospects using a scheduled sequence
EDITIONS
of outreach activities with Sales Engagement cadences.
1. In the Sales Engagement app, choose Cadences from the Navigation menu. Available in: Lightning
Experience
2. From the Actions menu, choose New.
3. Click Cadence Builder Classic. Available with Sales
Engagement in Sales Cloud,
4. Enter a unique name and a description for the cadence. Click Save. which is included in
Cadence Builder opens. Performance and Unlimited
5. To add a step, click the + icon. Editions, and available for
an extra cost in Professional
6. On the Add Element card, choose the category of step to add.
and Enterprise Editions.
• To add a sales step, such as a phone call, email, or custom step, click Action. Sales Engagement is also
• To add a call result branch step after a call step, click Rule. available for an extra cost in
Service Cloud and Lightning
• To add an email engagement branch step after an email step, click Listener. Platform.
7. For an action step, choose the type of sales outreach to add.
• Call—Name the call step. Choose a call script if you want sales reps to use a script during USER PERMISSIONS
their conversation. The call script appears automatically when a sales rep initiates the call
To create cadences:
from their Work Queue. Create your call scripts before using them in a cadence.
• Sales Engagement
• Email—Choose whether to send the email automatically or manually. Automatic emails Cadence Creator
don’t require any action by the sales rep. For each email step, choose whether to thread
OR
the email with previous emails from the cadence. Next, name the email step.
Sales Engagement
Note: When a cadence step specifies a threaded email, a Salesforce email address Cadence Creator
is added in the BCC field, except when emails are sent using Send Through Salesforce. Included

Sales reps can see the BCC address in their email application’s Sent Items folder.

– Choose an email template if you want sales reps to use specific language in the email. The email template appears
automatically when a sales rep initiates the email from their Work Queue. Create your email templates before using them
in a cadence. To perform the step, sales reps must have access to the email template. Email templates used in cadences
must have a blank Related Entity Type value and can only use merge fields for Sender, Recipient, or Organization.
– When reps send manual emails to leads and contacts, they can schedule the emails so that they arrive at an optimal time.
– Use the Start This Step field on action steps to separate automated email steps by at least 24 hours.

• LinkedIn Step—Choose either an InMail step or a Connection Request step. For an InMail step, you can choose an email template
to use for the InMail. The template appears when the sales rep begins the step. To perform the step, sales reps must have access
to the email template.
• Custom Step—Name the step. A custom step can be anything you want your sales reps do on a schedule. For example, send a
text message, LinkedIn InMail, or Facebook message, plan a meeting, or send a brochure.
Sales reps see the name that you enter for each sales step in their Work Queue.
For a call results branch step, click Call Result. When sales reps perform the preceding call step, the Call Result field stores the result
automatically. Then choose the Call Result value to look for. When you create a branch step, a Yes and a No path appear. The cadence
follows the Yes path when the call outcome matches the value you chose. Otherwise the cadence follows the No path.
For an email engagement branch step, click Email Open or Email Link Click. Specify how long to wait for the prospect to engage,
and whether to advance the cadence when the engagement occurs or only after the time expires. When you create a branch step,
a Yes and a No path appear. The cadence follows the Yes path when prospect engages in the way you listen for. Otherwise the

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Sales Productivity Streamline Prospect Outreach with Cadences

cadence follows the No path. You can't add consecutive email engagement branch steps between an automated email step and
another automated email step on a no branch.
A branch step can’t be the last step.

8. To indicate how much time you want to pass between each step, use the Start This Step field on each action step.
In Summer '23, when editing cadences, the Cadence Builder prompts you to replace wait steps with the Start This Step field in the
next step. You can’t save changes to cadences containing wait steps. In Winter '24, remaining wait steps will be automatically
converted to hours in the Start This Step field on the action steps that follow each wait step. If you prefer, you can edit the Start This
Step field to use days.

9. When you finish adding the details for a step, click Save.
10. Add more steps as needed for your sales outreach plan.
The maximum number of steps is 100.

11. To send prospects to another cadence when they finish this one, click the End step. Turn on Exit to linked cadence, and then
choose an active cadence. To see a preview of the linked cadence, click the icon.
For example, use linking to put prospects through one cadence when they’re fresh, and a different cadence if they don’t convert. If
a target has a related opportunity, it stays with them in the linked cadence.

12. To remove prospects automatically from the cadence based on the results of calls or emails, click Cadence Rules. Then enable the
exit criteria that make sense for your business.
13. When you’re finished adding steps and are ready to start assigning prospects to the cadence, click Activate.
If you leave Cadence Builder without activating, you can continue editing later by clicking Modify Steps on the cadence detail page.

Add a Flow Automation to a Cadence Builder Classic Step

You can execute a flow each time a rep completes a cadence step by adding a flow to the cadence step in Cadence Builder Classic.
For example, you can update a contact owner, lead path, or opportunity stage.
Use a Screen Flow as a Cadence Builder Classic Step
In Cadence Builder Classic, you can specify a screen flow as a cadence step. Use screen flow steps to let reps create a case, event, or
task or to perform another action. The screen flow runs when the sales rep initiates the step for a target from their Work Queue or
the Sales Engagement component on target records. Use the Cadence Step Flow process type to create screen flows for cadence
steps, or use the included flow templates.

SEE ALSO:
Add Prospects to a Cadence
Adding Automation to Sales Engagement
Remove Prospects from a Sales Engagement Cadence
Create an Email Template in Lightning Experience

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Sales Productivity Streamline Prospect Outreach with Cadences

Add a Flow Automation to a Cadence Builder Classic Step

You can execute a flow each time a rep completes a cadence step by adding a flow to the cadence
EDITIONS
step in Cadence Builder Classic. For example, you can update a contact owner, lead path, or
opportunity stage. Available in: Lightning
1. In Cadence Builder Classic, open the step where you want to add a flow. The step must be an Experience
action step, such as an email, call, LinkedIn, or screen flow step.
Available with Sales
2. Enter the flow name in the Flow Automation field. Engagement in Sales Cloud,
You can only add flows that are based on the Cadence Autolaunched Flow process type. which is included in
Performance and Unlimited
In Flow Builder, three cadence flow templates are included with Sales Engagement. Editions, and available for
• Update Contact Owner: Update the contact and account owner to the current cadence target an extra cost in Professional
assignee. and Enterprise Editions.
Sales Engagement is also
• Update Lead Path: Update the lead status to Contacted. available for an extra cost in
• Update Opportunity Stage: If the related opportunity stage name is Prospecting, update it to Service Cloud and Lightning
Qualification. Platform.
To use a flow template, first clone it. Use the clone in cadences. You can also modify the clone if
needed. USER PERMISSIONS

To create sales cadences:

• High Velocity Sales
Cadence Creator
OR
High Velocity Sales
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

Use a Screen Flow as a Cadence Builder Classic Step

In Cadence Builder Classic, you can specify a screen flow as a cadence step. Use screen flow steps
EDITIONS
to let reps create a case, event, or task or to perform another action. The screen flow runs when the
sales rep initiates the step for a target from their Work Queue or the Sales Engagement component Available in: Lightning
on target records. Use the Cadence Step Flow process type to create screen flows for cadence steps, Experience
or use the included flow templates.
Available with Sales
1. In the Cadence Builder, to add a step, click the + icon. Then click Action.
Engagement in Sales Cloud,
2. Click Screen Flow. which is included in
Performance and Unlimited
3. Choose a screen flow from the list.
Editions, and available for
You can only create screen flow steps from flows based on the Cadence Step Flow process an extra cost in Professional
type. and Enterprise Editions.
Sales Engagement is also
4. Add a name and description for the step.
available for an extra cost in
5. Optionally, add a separate flow to run when targets complete the step. These flows must be Service Cloud and Lightning
based on the Cadence Autolaunched Flow process type. Platform.
6. Click Save.
With Sales Engagement, three cadence screen flow templates are included in Flow Builder. USER PERMISSIONS
• Create a Case To create sales cadences:
• Create a Task • High Velocity Sales
Cadence Creator
• Create an Event
OR
To use a flow template, first clone it. Use the clone in cadences. You can also modify the clone if
needed. High Velocity Sales
Cadence Creator
Included

Create Call Scripts and Email Templates

Use the Navigation Menu to create call scripts and email templates for your cadences.
EDITIONS
1. Click the Navigation Menu dropdown.
Available in: Lightning
2. Select Email Templates or Call Scripts.
Experience

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

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Sales Productivity Streamline Prospect Outreach with Cadences

3. Create an email template or call script.

If you’re using the Split View, click the action dropdown and select New.

Email templates used in cadences must be accessible to the sales rep. Store them in the public folder.

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Sales Productivity Streamline Prospect Outreach with Cadences

Test Different Email Templates or Call Scripts on a Single Cadence Step

Use cadence steps to test different versions of an email template or a call script to see which is most
EDITIONS
effective with target prospects. The cadence sends each email or displays each call script according
to the proportions that you choose when you build the cadence. Available in: Lightning
To use variant testing in a cadence, Allow Email Template and Call Script Variant Testing must be Experience
turned on in Sales Engagement Setup. In most cases, this setting is turned on by default.
Available with Sales
From Sales Engagement Setup, turn on Allow Email Template and Call Script Variant Testing. Engagement in Sales Cloud,
When managers add an email or call step to a cadence, they can include up to three email templates which is included in
or call scripts for the step. They can specify the percentage of targets that see or hear each variant. Performance and Unlimited
Editions, and available for
1. Create a cadence or click Modify Steps on an existing cadence record.
an extra cost in Professional
2. In the Cadence Builder, add an email or call step. and Enterprise Editions.
3. Add the first email template or call script that you want to test. Sales Engagement is also
available for an extra cost in
Sales reps who work with the cadence must have access to each email template or call script. Service Cloud and Lightning
4. Click Add Template Variant. Platform.

5. Choose the second email template or call script that you want to test.
USER PERMISSIONS
6. Add a third variant if needed.
7. For each variant, enter the percent of emails to send or calls to make with each variant. To create and edit
cadences:
The total of your split percentages must equal 100%.
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

8. Save your changes for the email or call step.

After you finish editing a new cadence, click Activate. If you’re editing an active cadence, click Update.

Note: If a sales rep doesn’t have access to the email template that’s used for a step, an error appears in the Work Queue and on
the target record. If you reassign the target to a different user with access, the error still appears, but the new assignee can send
the email.
On the cadence record, the Engagement tab shows the amount of target engagement for each variant on each step.

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Sales Productivity Streamline Prospect Outreach with Cadences

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Sales Productivity Streamline Prospect Outreach with Cadences

Edit an Active Cadence

When you want to improve a cadence, you can update an active cadence without interrupting
EDITIONS
sales outreach. Add and remove steps, update step names and descriptions, email template and
call script variants, cadence rules, and more. Available in: Lightning
1. Navigate to the cadence you want to edit. Experience
2. Click Modify Steps. Available with Sales
3. In the Cadence Builder, make the needed changes. Engagement in Sales Cloud,
which is included in
When deleting a call result or email listener step, you can choose whether to delete the Yes or Performance and Unlimited
the No branch that follows it. Targets currently on deleted steps exit the cadence after completing Editions, and available for
the step. an extra cost in Professional
4. When you are finished making changes to a step, click Save on the step. and Enterprise Editions.
Sales Engagement is also
5. When you are finished making changes, click Update. Your changes take effect immediately. available for an extra cost in
If you close the Cadence Builder before clicking Update, your changes are lost. Service Cloud and Lightning
Platform.

USER PERMISSIONS

To edit a cadence:
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

View Cadence Details

View cadence details on the record home page. View cadence steps in Cadence Builder.
EDITIONS
To view details like the state, creator, last modified date, and list of target buyers, click the cadence
in a list view. Available in: Lightning
Experience
To view the cadence steps in the Cadence Builder, from the record detail page, click View Steps.
To edit the cadence steps in the Cadence Builder, from the record detail page, click Modify Steps. Available with Sales
Engagement in Sales Cloud,
To view a call script or email template that’s used in a cadence, click the script or template name. which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.
The Cadence Steps related list shows you how many times emails were opened for each email step.
To see the list of targets currently active in the cadence, view the Cadence Targets related list. USER PERMISSIONS
Targets that have completed the cadence or have an error aren’t included in the list.
To view cadences:
Use the Active Targets, Total Targets, Successful Completions, and Total Steps fields to see which • Sales Engagement User
cadences are used most by reps and which take the most targets through all the steps to completion.
OR
These fields are updated once per day.
Sales Engagement User
Included
OR
Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

Add Prospects to a Cadence

Take prospective buyers through a scheduled sales outreach sequence by adding them to a cadence.
EDITIONS
To add prospects from a record detail page:
Available in: Lightning
1. Go to the detail page of a lead, contact, or person account you want to add to a cadence.
Experience
2. From the Actions menu, choose Add to Cadence.
Available with Sales
3. Enter the cadence name. Engagement in Sales Cloud,
4. For the Target Assignee, choose the record owner, yourself, or any other Sales Engagement which is included in
user. The sales outreach steps for the prospect you’re adding appear automatically in the Performance and Unlimited
assignee’s work queue as they come due. Editions, and available for
an extra cost in Professional
5. For cadences that are intended to nurture opportunities, add the target’s pending opportunity
and Enterprise Editions.
to the Related To field. Sales Engagement is also
6. For cadences that are intended to collect payment for invoices, add the target’s pending invoice available for an extra cost in
to the Related To field. Service Cloud and Lightning
Platform.
7. Click Add.
To add prospects from a list view, select up to 200 records and click Add to Cadence.
USER PERMISSIONS
To add prospects from a report, adjust the report filters until only the records you wish to add are
shown. Then click Add to Cadence. The report can include only leads, contacts, or accounts as the To add prospects to
primary object, and can't include any grouping. Reports that include a secondary object don't cadences:
support adding prospects to cadences. If you edit a report to meet these conditions, save and then • Sales Engagement User
run the report before adding prospects to a cadence. or Sales Engagement
User Included
To add more than 200 records from a report, add the cadence State field to the report and filter the
OR
results to exclude records with a cadence State of Active. This way the report shows only records
that haven’t yet been added to a cadence. Sales Engagement
Cadence Creator
Note: You can add up to 200 prospects to a cadence at once. You can only add prospects Included
to cadences you have access to. If you lose access to a cadence, you can’t view lead, contact, OR
or person account records assigned to the cadence in Salesforce Classic. Modify All Data

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Sales Productivity Streamline Prospect Outreach with Cadences

Assign Prospects to a Different Sales Rep

If you want to reassign in-progress cadence targets to a different rep, update the target assignee
EDITIONS
without removing the target from the cadence.
To change target assignees, your Salesforce admin must turn on Change Cadence Target Available in: Lightning
Assignees in Sales Engagement Setup. Experience
1. From the Work Queue or the prospect’s lead, contact, or person account detail page, choose Available with Sales
Change Target Assignee from the Actions menu. Engagement in Sales Cloud,
2. Choose another Sales Engagement user with access to the cadence. which is included in
Performance and Unlimited
Note: Changing the target assignee resets the due date for the current cadence step. Editions, and available for
Changing the assignee also cancels scheduled emails created by the previous assignee. To an extra cost in Professional
see this change in the Cadence Steps component, refresh the target’s detail page. and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To change a target
assignee:
• Sales Engagement User
or Sales Engagement
User Included
OR
Sales Engagement
Cadence Creator
Included
OR
Modify All Data

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Sales Productivity Streamline Prospect Outreach with Cadences

Remove Prospects from a Sales Engagement Cadence

If you no longer want to target a prospect or you want to add them to a different cadence, remove
EDITIONS
them from their current cadence. You can remove one or all prospects from a cadence.
Except for users with Modify All Data permission, you must be one of the following to remove a Available in: Lightning
target from a cadence: Experience
• The target assignee Available with Sales
• The owner of the target lead, contact, or person account record Engagement in Sales Cloud,
which is included in
• The creator of the cadence
Performance and Unlimited
Guest users can't remove targets from cadences. Editions, and available for
To remove a single prospect from their assigned cadence: an extra cost in Professional
and Enterprise Editions.
1. Go to the lead, contact, or person account detail page of the prospect you want to remove. Sales Engagement is also
2. From the Actions menu, choose Remove From Cadence. available for an extra cost in
Service Cloud and Lightning
3. Choose a disposition for the target. The disposition indicates the result of the cadence for that
Platform.
target.
4. For cadences used to nurture opportunities, you can add or update a related opportunity for
USER PERMISSIONS
the target.
To remove all prospects from a cadence, from the cadence detail page, go to the Cadence Targets To remove prospects from a
related list. Then click Remove up to 200 Targets until all prospects are removed. cadence:
• Sales Engagement User
To remove prospects from a list view, select up to 200 records and click Remove from Cadence. or Sales Engagement
To remove prospects from a cadence from a report, adjust the report filters until only the records User Included
you wish to remove are shown. Then click Remove from Cadence. OR

Note: You can remove up to 200 prospects from a cadence at once. Sales Engagement
Cadence Creator
Included
OR
Modify All Data

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Cadence Target Dispositions

Cadences are a great tool for qualifying large numbers of leads and other prospects. Sales
EDITIONS
Engagement assigns a disposition to each prospect when they finish or exit a cadence. The
disposition indicates how the target responded to the cadence, so you can see which targets to Available in: Lightning
invest in further. You can view target dispositions in reports. Experience
Cadence targets receive one of these dispositions when they exit a cadence.
Available with Sales
Engagement in Sales Cloud,
Disposition Description which is included in
Success The sales rep successfully connected with the Performance and Unlimited
target. The customer shows interest in moving Editions, and available for
an extra cost in Professional
ahead with a deal.
and Enterprise Editions.
Customer Engaged The target opened an email, or clicked a link in Sales Engagement is also
an email. available for an extra cost in
Service Cloud and Lightning
Customer Connected The target replied to an email or the call Platform.
outcome was Meaningful Connect.

Contact Later The target should be contacted again later.

No Response The target didn’t respond.

Not Interested The target isn’t interested

Disqualified The target doesn’t meet your buyer

qualifications.

Bad Data The target’s Email, Phone, Name, or Company

isn’t valid.

Duplicate The target is a duplicate record.

Cadence targets can receive a disposition automatically or manually.

Automatically
Targets can exit a cadence automatically in a few ways.
• When a lead target converts, the assigned disposition is Success.
• When the last action of the cadence is a call, the assigned disposition is based on the call result.

Call Result Disposition

Meaningful Connect Customer Engaged

Left Voicemail Contact Later

Call Back Later Contact Later

Not Interested Not Interested

Disqualified Disqualified

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Sales Productivity Streamline Prospect Outreach with Cadences

Depending on your Computer Telephony Integration (CTI), administrators can customize these call result mappings. For more
information, see Define Call Result Values for Cadence Branching.

• If the last action of the cadence is an email and it’s followed by a listener step, the assigned disposition is based on the results
of the email.

Email Engagement Disposition

Reply Customer Connected

Link clicked Customer Engaged

Open Customer Engaged

Out of Office Contact Later

Bounce Bad Data

If there isn’t a listener step after the email, the target completes the cadence and a disposition isn’t assigned.

Manually
When a sales rep removes a target from a cadence, they can assign a disposition at the same time. Sales reps can update the
disposition in the Sales Engagement component on the target’s lead, contact, or person account record.

You can view target dispositions in standard and custom reports.

• Add the Disposition field to the Cadence Completion Reason report.
• Create a report from any of the custom report types that include cadence trackers.

SEE ALSO:
Cadence Completion Reason
Custom Report Types for Sales Engagement

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Deactivate a Sales Engagement Cadence

When you’re ready to update your sales outreach patterns, you can replace older cadences with
EDITIONS
new ones. Deactivating a cadence prevents further use, preserves cadence data, and avoids confusion
with newer cadences. Existing targets in a deactivated cadence continue until completion. Available in: Lightning
1. On the Cadences page, select the cadence you want to deactivate, and then choose Deactivate Experience
from the Actions menu.
Available with Sales
Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To deactivate a cadence:
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

Delete a Sales Engagement Cadence

When you’re finished using a cadence and its data, you can delete it. However, after you delete a
EDITIONS
cadence, you can’t report on it. To continue reporting on a cadence you don’t use, deactivate it
rather than deleting it. Before deleting a cadence, you must remove all existing targets. Available in: Lightning
1. Remove all targets from the cadence. Experience
2. On the Cadences page, select the cadence you want to delete, and then choose Delete from Available with Sales
the Actions menu. Engagement in Sales Cloud,
which is included in
Performance and Unlimited
SEE ALSO:
Editions, and available for
Remove Prospects from a Sales Engagement Cadence an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To delete a cadence:
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

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Sales Productivity Streamline Prospect Outreach with Cadences

Use Cadences for a Commerce Reorder Portal

A Commerce reorder portal provides a streamlined way to sell to repeat customers. After you create
EDITIONS
the reorder portal, you can configure a cadence with a preconfigured screen flow so that your reps
can start inviting their contacts to place self-service reorders. You can use a standard cadence or a Available in: Lightning
quick cadence. Experience
1. In the Sales Engagement app, go to the detail page of the contact that you want to invite to
Available with Sales
use the reorder portal.
Engagement in Sales Cloud,
Each contact that you add to the reorder portal must have a unique email address. The contact’s which is included in
email address is set as their username for the reorder portal. If another user has the same email Performance and Unlimited
address, you can't complete the invitation. Editions, and available for
an extra cost in Professional
2. From the Actions menu, select Add to Cadence. and Enterprise Editions.
3. Fill out the cadence details. Sales Engagement is also
available for an extra cost in
a. For the cadence (1), enter and select Quick Cadence: Invite Contact to Reorder Portal.
Service Cloud and Lightning
Or, to use a standard cadence, enter and select Invite Contact to Reorder Portal.
Platform.
b. For the target assignee (2), choose the user who monitors the cadence steps for the prospect
that you’re adding.
USER PERMISSIONS
You can assign the record owner, yourself, or any other Sales Engagement user. The cadence
steps for the prospect that you’re adding appear in the assignee’s work queue as they come To add prospects to
due. cadences:
• Sales Engagement User
c. Click Add (3).
OR
Sales Engagement User
Included

4. From the Sales Engagement component on the record detail page, the target assignee can launch the cadence by clicking Take
Action.

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Sales Productivity Streamline Prospect Outreach with Cadences

5. From the reorder portal dropdown list, select your reorder portal.
6. To view the product pricing displayed to the contact, click Review Pricing.
If the contact is the first user of their account’s reorder portal, the last purchase price of each product determines the pricing. After
the initial invitation, the price book assigned to the account determines the pricing. You can manage pricing in the Commerce app.
See
Price Books.

7. To continue to the email composition screen, click Invite.

8. Customize the invitation email.The default email is created based on the Commerce Reorder Portal: Invitation template. When you're
done, click Send.
You can also use Einstein to generate a draft of the invitation email.

SEE ALSO:
Sell with a Commerce Reorder Portal

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Sales Engagement Cadence Examples

Cadences make it easy to stay on schedule and ensure that prospects aren’t forgotten. Review
EDITIONS
examples of cadences for various types of customer outreach. Then modify them to fit your own
business requirements. Available in: Lightning
Experience
Contacts at Strategic Accounts Available with Sales
For your most important accounts, consider calling every two days. Engagement in Sales Cloud,
which is included in
1. Call Performance and Unlimited
2. Wait 2 days Editions, and available for
an extra cost in Professional
3. Call
and Enterprise Editions.
4. Wait 2 days Sales Engagement is also
5. Call available for an extra cost in
Service Cloud and Lightning
6. Repeat Platform.

Contacts at High Priority Accounts

For your important but not your most important accounts, consider calling every 25 days.
1. Call
2. Wait 25 days
3. Call
4. Repeat

Contacts at Average Accounts

For your medium to low-priority accounts, consider calling every 50 days.
1. Call
2. Wait 50 days
3. Call
4. Repeat

Leads with High Lead Score

Leads that Einstein Lead Scoring found have a high likelihood of converting get higher lead scores. For these leads, consider a more
aggressive outreach.
1. Call
2. Wait 2 hours
3. Call a second time. If the lead doesn’t answer, leave a voicemail and send an email.
4. Wait 2 days
5. Call
6. Wait 2 days
7. Call. If the lead doesn’t answer, leave a voicemail and send an email.

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Sales Productivity Streamline Prospect Outreach with Cadences

8. Wait 2 days
9. Call
10. Wait 2 days
11. Call
Repeat until the target is reached or the lead score falls below your chosen threshold for well-qualified leads.

Leads with Low Lead Scores

For leads that Einstein Lead Scoring found have a lower likelihood of converting, consider a less intensive outreach.
1. Call
2. Wait 2 hours
3. Call a second time. If the lead doesn’t answer, leave a voicemail and send an email.
4. Wait 2 days
5. Call
6. Wait 4 days
7. Call. If the lead doesn’t answer, leave a voicemail and send an email.

Branched Cadence
Use a branched cadence when you want to perform different sales outreach depending on the outcomes of sales calls.

SEE ALSO:
Create and Activate a Cadence with Cadence Builder Classic

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Sell Faster with Sales Engagement

Understand how the Lightning Sales Console, Work Queue, Sales Dialer, Quick Cadences, Automated
EDITIONS
Actions, and other Sales Engagement features work together to help accelerate your sales.

Note: The High Velocity Sales name has changed to Sales Engagement. The automation Available in: Lightning
features within the product now include customer engagement tracking, chatbots, cadences, Experience
and automated actions. The new name captures all the tools to use to automate processes Available with Sales
and to engage strategically with leads and customers so that your sales team can focus on Engagement in Sales Cloud,
selling. which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

The console features a navigation-friendly, three-column layout that includes a highlights panel (1), the familiar workspace (2), and useful
related lists (3). With the split view, your reps can see a list view while they view workspace tabs and subtabs, so they get everything
they need in one workspace. You can customize the default layout for your company’s business processes.
Reps can pin tabs such as Home (4) for easy access to useful content. Home provides reps an overview of what’s waiting for them in the
Work Queue. It can also be customized for users to show relevant reports and dashboards.

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Sales Productivity Sell Faster with Sales Engagement

Your reps can get the most out of Sales Engagement with the Work Queue (5) in the split view. With the Work Queue, reps see a prioritized
list of emails, calls, and tasks. These activities are defined by the cadences created by sales managers. And reps can also tackle their own
list of one-off activities from My List.

If your company uses Einstein Lead Scoring, leads in the Work Queue are prioritized by lead score. Your reps can immediately tackle the
leads that are most likely to convert based on artificial intelligence about your business’s patterns of lead conversion. If Einstein Lead
Scoring isn’t active, records are sorted alphabetically.

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Sales Productivity Sell Faster with Sales Engagement

Reps can take action directly from the Work Queue. They can click the phone icon to launch Sales Dialer from the console. Reps can send
emails with the email action. And call scripts and email templates assigned to the cadence steps help reps power through each action
even more efficiently. If reps perform the task without using the Work Queue, they can also manually complete a step. And they can
skip a step if it isn’t relevant.
You can also expose the Work Queue in the Outlook and Gmail integrations by adding the component to an email integration pane.
Sales Engagement includes Einstein Activity Capture, so relevant events and emails are automatically associated with related records in
Salesforce. Reps don’t have to worry about manually logging different activities.

Add Leads, Contacts, or Person Accounts to Your Work Queue with Cadences
Add prospects to cadences from list views, record detail pages, or reports. When you add prospects to a cadence, the emails, calls,
and other tasks defined in the cadence appear in the Cadences tab of the target assignee's Work Queue. You can also add separate
activities not directly related to a cadence. These tasks appear on the My List tab of the Work Queue.
Simplifying Outreach Tasks with Quick Cadences
With quick cadences, you can create personal communication templates to save time by easily adding your own outreach steps to
your To Do List and Work Queue. Create quick cadences for calls, emails, LinkedIn InMail, and custom steps. Then assign leads,
contacts, and person accounts to a quick cadence to take action later.
Prioritize Sales Outreach Based on Prospect Engagement
Find out immediately when cadence targets engage with emails. Engagement alerts for email opens, replies, bounces, and link clicks
appear in the My Feed tab of the Work Queue. Alerts about record assignments are also included for Sales Engagement
users.Engagement data also appears on target records and email messages.

SEE ALSO:
Start Using the Sales Engagement App

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Sales Productivity Sell Faster with Sales Engagement

Add Leads, Contacts, or Person Accounts to Your Work Queue with Cadences
Add prospects to cadences from list views, record detail pages, or reports. When you add prospects
EDITIONS
to a cadence, the emails, calls, and other tasks defined in the cadence appear in the Cadences tab
of the target assignee's Work Queue. You can also add separate activities not directly related to a Available in: Lightning
cadence. These tasks appear on the My List tab of the Work Queue. Experience

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

USER PERMISSIONS

To use Sales Engagement:

• Sales Engagement User
or Sales Engagement
User Included
OR
Sales Engagement
Cadence Creator
Included

Add leads, contacts, or person accounts to your Work Queue from record detail pages, list views, or reports. If you’re trying to add multiple
records at once, it’s easiest to add records from a list view or a report. In a list view, switch to a table view, select the records you want
to add, and add records from the Actions dropdown menu.
To add leads, contacts, or person accounts from a report, the report can include only leads, contacts, or accounts as the primary object,
and can't include any grouping. Reports that include a secondary object don't support adding prospects to cadences. If you edit a report
to meet these conditions, save and then run the report before adding prospects to a cadence.
If you want to add a prospect to an existing cadence, select Add to Cadence.

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If you want to add a separate call or email, select Add to My List.

You can add up to 200 records to a cadence at a time. To add more than 200 records from a report, add the cadence State field to the
report and filter the results to exclude records with a cadence State of Active. This way the report shows only records that haven’t yet
been added to a cadence.
You can add a prospect to more than one cadence at a time. For example, you can use one cadence to sell new products and another
to sell upgrades to an existing product.
The Total Cadences field on lead, contact, and person account list views shows how many cadences each prospect is assigned to.

Simplifying Outreach Tasks with Quick Cadences

With quick cadences, you can create personal communication templates to save time by easily
EDITIONS
adding your own outreach steps to your To Do List and Work Queue. Create quick cadences for
calls, emails, LinkedIn InMail, and custom steps. Then assign leads, contacts, and person accounts Available in: Lightning
to a quick cadence to take action later. Experience
By creating a quick cadence, you can customize your outreach, add follow-ups to your Work Queue
Available with Sales Cloud
and To Do List, and avoid repetitive work. When you create a quick cadence for a call or email, you
and included in
can include a call script or email template. You can also set the quick cadence to repeat up to 10 Professional, Enterprise,
times or until a specific engagement occurs. Then you can assign leads, contacts, and person Performance and Unlimited
accounts the quick cadence to remind yourself to perform the outreach later. Editions
Quick cadences are different from standard cadences because they only have one step (which can
Available in Sales
be repeated up to 10 times) and can be created by any Sales Engagement user, not just managers. Engagement with Sales
For a video demonstration of creating a quick cadence, see How Quick Cadences Help Sellers Cloud, in Performance and
Automate the Mundane. Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Create a Quick Cadence Editions. Sales Engagement
Easily remind yourself to reach out to prospects in specific ways with quick cadences. Create a is also available for an extra
quick cadence to send an email with a specific template or to make a call with a call script. To cost in Service Cloud and
add the task to your Work Queue and To Do List, assign the quick cadence to a lead, contact, Lightning Platform.
or person account.

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Sales Productivity Sell Faster with Sales Engagement

Create a Quick Cadence

Easily remind yourself to reach out to prospects in specific ways with quick cadences. Create a quick
EDITIONS
cadence to send an email with a specific template or to make a call with a call script. To add the
task to your Work Queue and To Do List, assign the quick cadence to a lead, contact, or person Available in: Lightning
account. Experience
1. In the Cadences tab of the Sales Engagement app, click New Cadence.
Available with Sales Cloud
2. Under Quick Cadence, select the type of outreach you want to include. and included in
Professional, Enterprise,
Performance and Unlimited
Editions

Available in Sales
Engagement with Sales
Cloud, in Performance and
Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To create quick cadences:

• Sales Engagement User
AND Sales Engagement
Quick Cadence Creator
OR
Sales Engagement User
Included AND Sales
Engagement Quick
Cadence Creator
OR
Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included
OR
Sales Engagement Basic

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Sales Productivity Sell Faster with Sales Engagement

3. Provide the details for the outreach. For example, enter a name, description, and optional template for an email.

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Sales Productivity Sell Faster with Sales Engagement

4. Choose whether to repeat the quick cadence for assigned targets.

Enter how often to repeat and how many times. You can set the quick cadence to stop repeating when a specific engagement
occurs. For example, for a phone call, you can stop repeating when a call results in a meaningful connect.

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Sales Productivity Sell Faster with Sales Engagement

5. Click Save.
Your quick cadences are saved in your My Private Cadences folder in the Cadences tab of the Sales Engagement app.
6. Optionally, you can also create an automated action to add targets to the new quick cadence.
When you've created a quick cadence, assign prospects to it by selecting Add to Cadence from the Action menu on leads, contacts,
and person accounts, or from list views and reports. The outreach task appears in your Work Queue and To Do List so you can follow up
later.
You can't view the steps or clone quick cadences.
For a video demonstration of creating a quick cadence, see How Quick Cadences Help Sellers Automate the Mundane.

Note: If your Salesforce admin adds a required custom field to the Action Cadence object, you can't create quick cadences. If you
see this error, ask your admin to create a validation rule for the custom field instead of setting the field as required.

Prioritize Sales Outreach Based on Prospect Engagement

Find out immediately when cadence targets engage with emails. Engagement alerts for email
EDITIONS
opens, replies, bounces, and link clicks appear in the My Feed tab of the Work Queue. Alerts about
record assignments are also included for Sales Engagement users.Engagement data also appears Available in: Lightning
on target records and email messages. Experience
Note: The High Velocity Sales name has changed to Sales Engagement. The automation Available with Sales
features within the product now include customer engagement tracking, chatbots, cadences, Engagement in Sales Cloud,
and automated actions. The new name captures all the tools to use to automate processes which is included in
and to engage strategically with leads and customers so that your sales team can focus on Performance and Unlimited
selling. Editions, and available for
an extra cost in Professional
and Enterprise Editions.
View Prospect Engagement in the Work Queue
Sales Engagement is also
Prioritize your sales outreach based on prospect engagement shown in the My Feed tab. available for an extra cost in
View Engagement on Lead, Contact, Account, and Opportunity Records Service Cloud and Lightning
Prioritize your sales outreach based on prospect engagement shown in the Sales Engagements Platform.
component on lead, contact, person account, business account, and opportunity records.
View Engagement for Specific Emails on Lead, Contact, and Person Account Records
On lead, contact, and person account records, when the activity timeline shows email activity, sales reps can access the engagement
details for each tracked email.

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Sales Productivity Sell Faster with Sales Engagement

View Prospect Engagement in the Work Queue

Prioritize your sales outreach based on prospect engagement shown in the My Feed tab.
EDITIONS
The My Feed tab of the Work Queue shows alerts when prospects engage with tracked emails, so
you can follow up immediately. You can also see an alert when a record is assigned to you. Available in: Lightning
Experience

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.
The My Feed tab shows the last 30 days of engagements. Sales reps can sort and filter the list.
1. To view an email and its engagement details, click the email subject.
USER PERMISSIONS

To view prospect
engagement:
• Sales Engagement User
or Sales Engagement
User Included
OR
Sales Engagement
Cadence Creator
Included

If you use Einstein Activity Capture, hovering over the Last Opened Date of an email shows the
Engagement related list.
If you don’t use Einstein Activity Capture, click the email subject and then the Engagement tab to see the list.
The Engagement list shows all engagements for the last 90 days. Sales reps see dates and times when recipients opened emails or clicked
links, and how many times they interacted, in a chronological list. Use the engagement details to identify the most interested prospects
for prompt follow-up.

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Sales Productivity Sell Faster with Sales Engagement

View Engagement on Lead, Contact, Account, and Opportunity Records

Prioritize your sales outreach based on prospect engagement shown in the Sales Engagements
EDITIONS
component on lead, contact, person account, business account, and opportunity records.
When prospects engage with emails and calls, you can see details in the Sales Engagement Available in: Lightning
component. The component also shows prospects’ recent and upcoming cadence steps. Experience
On account records, the component shows engagement for each contact on the account. Available with Sales
Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

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View Engagement for Specific Emails on Lead, Contact, and Person Account Records
On lead, contact, and person account records, when the activity timeline shows email activity, sales
EDITIONS
reps can access the engagement details for each tracked email.
1. To view the engagements, click View full email, and then hover over the Last Opened Date Available in: Lightning
or click the email subject. Experience

Available with Sales

Engagement, which is
available for an extra cost in
Enterprise, Performance
and Unlimited Editions.

USER PERMISSIONS

To view prospect
engagement:
• Sales Engagement User
or Sales Engagement
User Included
OR
Sales Engagement
Cadence Creator
Included

Report on Cadence Performance

Sales Engagement includes a set of standard reports and custom report types to show you the
EDITIONS
productivity and effectiveness of your cadences and sales reps. See even more detail with Analytics
Sales Engagement Performance dashboards. Available in: Lightning
Experience
The Sales Engagement Sample Dashboard
Available with Sales
The Sales Engagement Sample Dashboard lets sales managers see up to 20 key metrics such Engagement in Sales Cloud,
as email and call volume, engagement, and pipeline generation all in one place. Managers can which is included in
drill into each dashboard component for details. Performance and Unlimited
Standard Reports for Sales Engagement Editions, and available for
an extra cost in Professional
Several out-of-the-box reports are available for cadences in the Sample Sales Reports folder.
and Enterprise Editions.
Sales Engagement reports give you information about your inside sales efforts. As your reps
Sales Engagement is also
work through cadences, you can evaluate how your prospects become qualified leads and
available for an extra cost in
which cadence step is most effective. You can also examine phone call statistics for your reps,
Service Cloud and Lightning
which reps are converting the most prospects, and more. Platform.
Custom Report Types for Sales Engagement
Several custom report types are included with Sales Engagement. Your admin can create more
custom report types to link cadence trackers with leads, contacts, accounts, and custom objects. Cadence trackers represent the
targets you add to cadences.

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Sales Productivity Report on Cadence Performance

Analytics for Sales Engagement

Sales managers can use CRM Analytics performance dashboards to quickly see customer engagement and how sales reps are doing.
For example, managers can view how many cadences are in progress, with detailed call and email response statistics. And they can
see how effectively sales reps work through their cadences.
Glossary of Sales Engagement Email Metrics Fields
Sales Engagement reports contain many fields that show email activity and recipient engagement. You can also use these fields
when building your own reports.

The Sales Engagement Sample Dashboard

The Sales Engagement Sample Dashboard lets sales managers see up to 20 key metrics such as
EDITIONS
email and call volume, engagement, and pipeline generation all in one place. Managers can drill
into each dashboard component for details. Available in: Lightning
The dashboard gives managers a sampling of the insights that Sales Engagement reports can Experience
provide.
Available with Sales
The dashboard is a dynamic dashboard because it has the View As Dashboard User property, so it Engagement in Sales Cloud,
shows statistics based on records that the user has access to. Each Salesforce org has a dynamic which is included in
dashboards limit. If you’ve reached the limit, the dashboard isn’t installed. For information about Performance and Unlimited
checking how many dynamic dashboards you’re using, see the knowledge article titled Find the Editions, and available for
Dynamic Dashboards in my Organization. an extra cost in Enterprise
Editions. Sales Engagement
If admins or managers want to edit the reports used by the dashboard, we recommend making
is also available for an extra
copies of the reports and editing the copies. Any changes to the underlying reports can cause the cost in Service Cloud and
dashboard to stop working. The reports and dashboard components can also change in future Lightning Platform.
releases.
To show the components, including opportunity statistics, Relate Opportunities to Cadences must
be turned on in Sales Engagement Setup at the time of the release.
To view the dashboard in the Sales Engagement app, select Dashboards from the Navigation menu. Then select the Sales Engagement
Sample Dashboard. You can also find the dashboard in the Sales Engagement Sample Dashboards folder. The dashboard reports are
in the Sales Engagement Dashboard Reports folder.

Performance at a Glance
These dashboard components help you understand how well your cadences are performing.
Leads in Cadences
Shows how many leads are in cadences.
Contacts in Cadences
Shows how many contacts are in cadences.
Leads Converted from Cadences
Shows the number of leads in cadences that converted to contacts in the last 30 days.
Pipeline Generated from Cadences
Shows the total amount of revenue from opportunities attributed to cadences in the last 30 days.
Lead Conversions by Cadence
Shows which cadences generated the most lead conversions in the last 30 days.
Target Disposition by Cadence
Shows the most common outcomes for each cadence in the last 30 days.

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Sales Productivity Report on Cadence Performance

Pipeline Generation
These components show you how much pipeline you’re generating from Sales Engagement.
Pipeline Generated by Sales Rep
Shows which sales reps are creating the most pipeline from their cadences.
Pipeline Generated by Cadence
Shows which cadences create the most pipeline.

Adoption and Performance by Sales Rep

These components show you how much your sales reps are using Sales Engagement, and how successful they are.
Leads Converted by Sales Rep and Cadence
Shows which cadence is helping each sales rep achieve the most lead conversions.
Successful Calls and Emails by Sales Rep
Shows how many successful call and email engagements each sales rep achieved in the last 30 days. You can easily change this
component to show any call result or email engagement you want to track.
Emails Sent Per Month
Shows how many emails each rep sent in recent months.
Calls Made Per Month
Shows how many calls each rep made in recent months.

Target Engagement
This Month’s Most Engaged Leads: Email
Shows which leads have been most engaged with email this month. Displays the total emails opened, link clicks, and replies for
each lead in the last 30 days. You can change this component to display any email engagement that you want to track.
This Month’s Most Engaged Leads: Calls
Shows which leads have been most engaged with calls this month. Displays the total calls with the call result Meaningful Connect
for each lead in the last 30 days. You can change this component to display any call result that you want to track.
Email Replies by Account and Contact
Shows which accounts and contacts have been most engaged with email this month. Displays the total email replies that were
received for each account and contact in the last 30 days. You can change this component to any email engagement that you want
to track.
Calls with Meaningful Connect by Account and Contact
Shows which accounts and contacts have been most engaged with calls this month. Displays the total calls with the call result
Meaningful Connect for each account and contact in the last 30 days. You can change this component to show any call result that
you want to track.

Asset Performance
Top Performing Call Scripts
Shows which call scripts have generated the most all-time engagement. Displays the total calls with the call result Meaningful
Connect for each call script. You can change this component to show any call result that you want to track.
Most Replied to Email Templates
Shows which email templates have generated the most all-time engagement. Displays the total email replies for each email template.
You can change this component to show any email engagement that you want to track.

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Sales Productivity Report on Cadence Performance

Most Engaged Cadences

Shows which cadences have generated the most all-time engagement. Displays the number of emails replied and calls with the call
result Meaningful Connect for each cadence. You can change this component to show any email engagement or call result that you
want to track.
Most Engaged Cadence Steps
Shows which cadence steps have generated the most all-time engagement. Displays the number of email replies and calls with the
call result Meaningful Connect for each cadence step. You can change this component to show any email engagement or call result
that you want to track.

Standard Reports for Sales Engagement

Several out-of-the-box reports are available for cadences in the Sample Sales Reports folder. Sales
EDITIONS
Engagement reports give you information about your inside sales efforts. As your reps work through
cadences, you can evaluate how your prospects become qualified leads and which cadence step Available in: Lightning
is most effective. You can also examine phone call statistics for your reps, which reps are converting Experience
the most prospects, and more.
Available with Sales
These reports are located in the Sample Sales Reports folder.
Engagement in Sales Cloud,
which is included in
Cadence Completion Reason Performance and Unlimited
For cadences that had contacts or leads added within the past 30 days, this report shows the Editions, and available for
percentage of cadence completions by completion reason. The completion reason field is an extra cost in Professional
empty until a cadence is completed. and Enterprise Editions.
Sales Engagement is also
Cadence Engagement available for an extra cost in
Shows which cadence and which outreach step is the most effective for each type of prospect Service Cloud and Lightning
engagement, such as total calls or email delivery rate. Platform.
Lead Conversion
Shows how many leads sales reps convert, the dollar value of the related opportunities, and
the top sales performer.
Call Activity
Shows which sales reps are making the most phone calls and the results.
Call Script Engagement
Shows how prospects responded to calls based on your call scripts. See exactly how many calls were successful.
Email Template Engagement
Shows how prospects responded to emails based on your email templates. See exactly how many prospects replied to each email.

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Sales Productivity Report on Cadence Performance

Cadence Completion Reason

For cadences that had contacts or leads added within the past 30 days, this report shows the
EDITIONS
percentage of cadence completions by completion reason. The completion reason field is empty
until a cadence is completed. Available in: Lightning
Experience
Insights Available with Sales
• Which cadence is the most effective for lead conversion or completion? Engagement in Sales Cloud,
which is included in
• Are reps adopting new cadences as planned?
Performance and Unlimited
Editions, and available for
Data Available an extra cost in Professional
and Enterprise Editions.
• Cadences along with their completion reason statistics
Sales Engagement is also
• Percentage rate for each completion reason available for an extra cost in
Service Cloud and Lightning
Platform.

Note: If you increase the report’s time span and your company contains many leads or contacts in each cadence, the report can
take longer to run. To improve the performance, use filtering to limit the result set returned by the report. For instance, reduce the
time span to cadences less than the default 30-day setting.

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Sales Productivity Report on Cadence Performance

Cadence Engagement
Shows which cadence and which outreach step is the most effective for each type of prospect
EDITIONS
engagement, such as total calls or email delivery rate.
Available in: Lightning
Insights Experience

• Which cadence results in the best target engagement? Available with Sales
• Which specific steps result in the most target engagement? Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Data Available Editions, and available for
an extra cost in Professional
• Sum of all emails sent, bounced, delivered, opened, replied, and links clicked.
and Enterprise Editions.
• Sum of all calls, broken out by disposition. Sales Engagement is also
• Cadence step timing statistics, including on-time and overdue. available for an extra cost in
• Sum of cadence user actions, including steps skipped and manually completed. Service Cloud and Lightning
Platform.
• All-time email delivery rate

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Sales Productivity Report on Cadence Performance

Lead Conversion
Shows how many leads sales reps convert, the dollar value of the related opportunities, and the
EDITIONS
top sales performer.
Available in: Lightning
Insights Experience

• How many leads are my sales reps converting? Available with Sales
• What’s the dollar value? Engagement in Sales Cloud,
which is included in
• Who’s the top performer? Performance and Unlimited
Editions, and available for
Data Available an extra cost in Professional
and Enterprise Editions.
• Lead conversion rates Sales Engagement is also
• Converted opportunity information, including dollar value available for an extra cost in
• Sales rep performance Service Cloud and Lightning
Platform.

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Sales Productivity Report on Cadence Performance

Call Activity
Shows which sales reps are making the most phone calls and the results.
EDITIONS

Insights Available in: Lightning

Experience
• How many calls are my reps making?
• Who’s the top performer? Available with Sales
Engagement in Sales Cloud,
• What is the duration of the call? which is included in
Performance and Unlimited
Data Available Editions, and available for
an extra cost in Professional
• Sales rep call results and Enterprise Editions.
• Related account, opportunity, lead, or contact Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

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Sales Productivity Report on Cadence Performance

Call Script Engagement

Shows how prospects responded to calls based on your call scripts. See exactly how many calls
EDITIONS
were successful.
Available in: Lightning
Insight Experience

• Which call script results in the best target engagement? Available with Sales
Engagement in Sales Cloud,
which is included in
Data Available Performance and Unlimited
• Call result counts for each call script Editions, and available for
an extra cost in Professional
• Total call counts for each call script
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Email Template Engagement

Shows how prospects responded to emails based on your email templates. See exactly how many
EDITIONS
prospects replied to each email.
Available in: Lightning
Insight Experience

• Which email template results in the best target engagement? Available with Sales
Engagement in Sales Cloud,
which is included in
Data Available Performance and Unlimited
• Unique and total email result counts for each email template Editions, and available for
an extra cost in Professional
• Total email counts for each email template
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

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Sales Productivity Report on Cadence Performance

Custom Report Types for Sales Engagement

Several custom report types are included with Sales Engagement. Your admin can create more
EDITIONS
custom report types to link cadence trackers with leads, contacts, accounts, and custom objects.
Cadence trackers represent the targets you add to cadences. Available in: Lightning
Experience
Custom Report Types Included with Sales Engagement Available with Sales
Leads with Daily Engagements Engagement in Sales Cloud,
This custom report type shows email and call engagement data for individual leads per day. A which is included in
sample report is also available. Performance and Unlimited
Editions, and available for
Leads with Monthly Engagements an extra cost in Professional
This custom report type shows email and call engagement data for individual leads per month. and Enterprise Editions.
A sample report is also available. Sales Engagement is also
Contacts with Daily Engagements available for an extra cost in
This custom report type shows email and call engagement data for individual contacts per day. Service Cloud and Lightning
A sample report is also available. Platform.

Contacts with Monthly Engagements

This custom report type shows email and call engagement data for individual contacts per month. A sample report is also available.
Users with Daily Engagements
This custom report type shows email and call engagement data for individual users per day. A sample report is also available.
Users with Monthly Engagements
This custom report type shows email and call engagement data for individual users per month. A sample report is also available.
Cadence Steps with Monthly Metrics
This custom report type shows engagement details for each cadence, step, email template, and call script, per month. A sample
report is also available.
Cadences & Trackers
Included with Sales Engagement, this custom report type shows which leads, contacts, and person accounts are in a cadence along
with how each target completed the cadence.

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Sales Productivity Report on Cadence Performance

Custom Report Types Administrators Can Create

Leads + Cadence Trackers
Your admin can create this custom report type in Setup. Combining leads with cadence trackers lets sales managers see which of
their leads are in a cadence and how each completed it.
Contacts + Cadence Trackers
Your admin can create this custom report type in Setup. Combining contacts with cadence trackers lets sales managers see which
of their contacts are in a cadence and how each completed it.
Accounts + Cadence Trackers
Your admin can create this custom report type in Setup. Combining accounts with cadence trackers lets sales managers see which
of their person accounts are in a cadence and how each completed it. Because you can add only person accounts to cadences, the
report includes just those accounts. To use this report type, Person Accounts must be enabled in your org.
Opportunity Contact Roles + Cadence Trackers
Your admin can create this custom report type in Setup. Combining opportunity contact roles with cadence trackers lets sales
managers see which of their opportunity contacts are in a cadence and how each completed it.

Note: To understand sales step progression, add the Current Cadence Step and Last Completed Cadence Step fields to custom
reports via a lookup relationship.

SEE ALSO:
Build a Report in Lightning Experience

Analytics for Sales Engagement

Sales managers can use CRM Analytics performance dashboards to quickly see customer engagement
EDITIONS
and how sales reps are doing. For example, managers can view how many cadences are in progress,
with detailed call and email response statistics. And they can see how effectively sales reps work Available in: Lightning
through their cadences. Experience
To enable the dashboards, your admin must map your Call Result values and turn on the Sales
Available with Sales
Engagement Performance Analytics Application in Sales Engagement Setup.
Engagement in Sales Cloud,
To view the dashboards, choose Sales Engagement Performance from the navigation menu in the which is included in
Sales Engagement app. Performance and Unlimited
Editions, and available for
The lead, cadence, and engagement data that users see in the dashboards depends on whether
an extra cost in Professional
you use role hierarchy. If you use role hierarchy, users see data only for leads, cadences, and
and Enterprise Editions.
engagements that they own and that users below them in the role hierarchy own. If you don’t use
Sales Engagement is also
role hierarchy, users see data only for records they own. To allow a user to see all records in your available for an extra cost in
dataset, add the View All Data permission to their user profile. Assigning the View All Data permission Service Cloud and Lightning
through a permission set doesn't allow a user to see all data in the analytics dashboard. Platform.
Note: We don’t recommend editing the dashboards because changes can be overwritten
during each Salesforce major release. We also don’t recommend cloning the dashboards USER PERMISSIONS
because clones don’t have access to the dashboard’s required data connections.
To view Sales Engagement
In some specific circumstances, a scheduled update to the Sales Engagement Performance Performance Dashboards:
Analytics application may not complete. If you see an update installation message that persists • Sales Engagement User
for several hours, ask your Salesforce admin to turn the Sales Engagement Performance
OR
Analytics Application setting off and then on again in Sales Engagement Setup.
Sales Engagement
Cadence Creator

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Lead Performance Dashboard

The Lead Performance dashboard shows details of how your team is working their leads.
• How many leads were touched
• The average time to first touch
• The average number of touches per lead
• The number of conversions
Sales managers can filter lead statistics by sales rep, cadence, and date range.

Engagement Performance Dashboard

With the Engagement Performance dashboard, view prospect engagement statistics for emails and phone calls sorted by cadence, date
range, sales rep, or a combination.

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Cadence Performance Dashboard

The Cadence Performance dashboard shows cadence effectiveness. Details include statistics on targets in progress, lead conversion, and
cadence completions.

You can also see how long prospects take to move through cadences and whether reps are completing outreach steps on time.

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SEE ALSO:
Define Call Result Values for Cadence Branching

Glossary of Sales Engagement Email Metrics Fields

Sales Engagement reports contain many fields that show email activity and recipient engagement.
EDITIONS
You can also use these fields when building your own reports.
Sales Engagement provides fields to track sent email, email delivery, and engagement. Available in: Lightning
Experience

Sent Email Counts Available with Sales

Engagement in Sales Cloud,
All Emails Sent Count
which is included in
The number of sent emails. This field increments each time you send an email. When you send Performance and Unlimited
a list email, the number of sent emails is the same as the number of recipients. Editions, and available for
All Emails Tracked Sent Count an extra cost in Professional
The number of trackable emails sent. This field increments each time you send a trackable email. and Enterprise Editions.
When you send a list email, the number of sent emails is the number of recipients. This field Sales Engagement is also
tells you how many emails were sent and tracked. available for an extra cost in
Service Cloud and Lightning
All Emails Untracked Sent Count Platform.
The number of sent emails that weren’t tracked. This field increments each time you send an
email that isn’t being tracked. When you send a list email, the number of sent emails is the
same as the number of recipients.
Link Click Trackable Sends
The number of emails sent with link click tracking.
Open Trackable Sends
The number of emails sent with open tracking.
Reply Trackable Sends
The number of emails sent with reply tracking.
Soft Bounce Trackable Sends
The number of emails sent with soft bounce tracking.

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Hard Bounce Trackable Sends

The number of emails sent with hard bounce tracking.
Out of Office Trackable Sends
The number of emails sent with out-of-office tracking.
Recipient Sends
The number of unique email recipients.
Link Click Trackable Recipient Sends
The number of recipients who received an email with link tracking.
Open Trackable Recipient Sends
The number of recipients who received an email with open tracking.
Reply Trackable Recipient Sends
The number of recipients who received an email with reply tracking.
Soft Bounce Trackable Recipient Sends
The number of recipients who received an email with soft bounce tracking.
Hard Bounce Trackable Recipient Sends
The number of recipients who received an email with hard bounce tracking.
Out of Office Trackable Recipient Sends
The number of recipients who received an email with out-of-office tracking. Out-of-office tracking requires Inbox.

Email Delivery Counts

All Emails Delivered Count
The sum of all delivered emails. This field increments each time an email is delivered to a recipient.
Some Emails Delivered Count
The number of sent emails that were successfully delivered to at least one of its recipients.
All Emails Not Delivered Count
The number of sent emails that were bounced for all recipients on the email. Bounced emails aren’t marked as delivered.
All Emails Bounced Count
The number of emails that either hard or soft bounced.
All Emails Hard Bounced Count
The number of sent emails that hard bounced. Hard bounces can mean that the recipient's email address doesn't exist or is misspelled.
All Emails Soft Bounced Count
The number of sent emails that soft bounced. A soft email bounce often indicates a temporary issue with the recipient's email server,
such as a full inbox.
Delivered Recipient Count
The number of recipients that were successfully delivered an email.
Recipients Soft Bounced
The number of recipients that soft-bounced an email. A soft bounce often indicates a temporary issue with the recipient's email
server, such as a full inbox.
Recipients Hard Bounced
The number of recipients that hard-bounced an email. Hard bounces can mean that the recipient's email address doesn't exist or is
misspelled.

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Email Engagement Counts

All Emails Opened Count
The number of opened emails.
All Emails Replied Count
The sum of replies for all emails. This field increments each time you receive a reply to an email. This field tells you how many total
replies you received.
All Emails Link Clicked Count
The number of emails that have at least one link click.
All Emails Out of Office Count
The number of emails that received an out-of-office reply.
Unique Emails Opened Count
The number of times an email you sent was opened by a unique recipient. When you send a list email, this field increments each
time a recipient opens the received email.
Unique Emails Replied Count
The number of replies from unique recipients.
Unique Emails Link Clicked Count
The number of link clicks by unique recipients.
Recipient Replies
The number of unique recipients who replied to an email.
Recipients Out of Office
The number of recipients that responded with an out-of-office reply.

Delivery and Engagement Rates

All Emails Delivered Rate
The percentage of tracked emails sent that were successfully delivered to all recipients.
Some Emails Delivered Rate
The percentage of sent and tracked emails that were successfully delivered to at least one of their recipients.
Trackable Send Reply Rate
The percentage of emails sent with reply tracking that received replies.
Trackable Recipient Send Reply Rate
The percentage of emails sent with reply tracking that received replies from unique recipients.
Trackable Recipient Send Out of Office Rate
The percentage of emails sent with out-of-office tracking that received out-of-office replies from unique recipients.
Trackable Send Open Rate
The percentage of emails sent with open tracking that were opened by the recipient.
Trackable Send Link Click Rate
The percentage of emails sent with link tracking that had link clicks.
Trackable Recipient Send Soft Bounce Rate
The percentage of emails sent to unique recipients with soft bounce tracking that soft-bounced.
Trackable Recipient Send Hard Bounce Rate
The percentage of emails sent to unique recipients with hard bounce tracking that hard bounced.

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Delivered Recipient Rate

The percentage of unique recipients that received an email you sent.
Trackable Send Out Of Office Rate
The percentage of emails sent with out-of-office tracking that received out-of-office replies.
Trackable Send Soft Bounce Rate
The percentage of emails sent with soft bounce tracking that soft bounced.
Trackable Send Hard Bounce Rate
The percentage of emails sent with hard bounce tracking that hard bounced.

Adding Automation to Sales Engagement

Save time and improve consistency by adding automation to your Sales Engagement activities. Choose from a range of automation
tools and templates that fit a variety of automation use cases, such as automated actions, cadence screen flows, and cadence autolaunched
flows. You can also use platform automation tools such as Flow Builder, Apex, and APIs to automate how cadences work with leads,
contacts, and person accounts.

Bulk Record Actions and Cadences

In addition to using the automation tools available in Sales Engagement to help streamline cadence activity, reps can use list views
and reports to apply cadence-related actions to large groups of records.
Cadence Automation Tools
The automation tools and templates included in Sales Engagement provide effective ways to streamline your cadences. Learn more
about your cadence automation options.
Choosing the Right Automation Option
When you want to incorporate automation into your Sales Engagement cadences or handle large groups of records at one time
with bulk actions, it’s important to clarify your use case. Pinpointing the resulting trigger origin can help you select the most effective
option for your needs.
Create an Automated Action
Save time by automating common cadence target-related tasks with processes that manage cadence targets and associated records
you own. With simple if-this-then-that logic, you can automatically add, remove, pause, or resume cadence targets and change
target assignees based on criteria you choose. If you’re a manager, you can create automated actions for your subordinates.
Add Screen Flows to Cadences with Cadence Step Flows
In Cadence Builder, you can specify a screen flow as a cadence step. Use screen flow steps to let reps create a case, event, or task or
to perform another action. The screen flow runs when the rep initiates the step for a target from their Work Queue or the Sales
Engagement component on target records. Salesforce admins or developers can get started by cloning and customizing the Cadence
Step Flow templates included in Sales Engagement.
Run Flows After Cadence Steps with Cadence Autolaunched Flows
When you build a cadence, you can run a flow as part of an action step such as a call or email. Perform key actions, such as updating
the lead path or opportunity stage, when reps complete the step for a target. Managers can add flows to cadence steps in the
Cadence Builder. Salesforce admins or developers can use the new Cadence Autolaunched Flow process type to create flows triggered
after cadence steps, or use the included flow templates to get started.

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Using Platform Automation Tools with Sales Engagement

Add automation to Sales Engagement faster with flows designed specifically to perform common tasks. You can also use platform
tools to automate your cadences when your use case doesn’t fit the options included with Sales Engagement. Flow Builder, Apex,
and APIs give you maximum flexibility to meet your specific business process needs.

SEE ALSO:
Test Change Event Triggers

Bulk Record Actions and Cadences

In addition to using the automation tools available in Sales Engagement to help streamline cadence
EDITIONS
activity, reps can use list views and reports to apply cadence-related actions to large groups of
records. Available in: Lightning
Experience
List Views Available with Sales
Manually select groups of records from the Lead, Contact, Person, or Account list views and apply Engagement in Sales Cloud,
these Sales Engagement actions. which is included in
Performance and Unlimited
• Add to Cadence Editions, and available for
• Change Target Assignee an extra cost in Professional
• Remove from Cadence and Enterprise Editions.
Sales Engagement is also
• Pause Cadence Tracker
available for an extra cost in
• Resume Cadence Tracker Service Cloud and Lightning
• Add to My List Platform.

Reports
Configure reports to modify groups of records from the Lead, Contact, Person, or Account objects and apply these Sales Engagement
actions.
• Add to Cadence
• Remove from Cadence
Reports must start with a Lead, Contact, or Account object and can’t be grouped or matrixed reports.
For list views and reports, cadence actions apply to a maximum of 200 records at a time.

SEE ALSO:
Find Your Way Around List Views in Lightning Experience
Report on Cadence Performance

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Cadence Automation Tools

The automation tools and templates included in Sales Engagement provide effective ways to
EDITIONS
streamline your cadences. Learn more about your cadence automation options.
Available in: Lightning
Automated Actions Experience

Automated actions let users save time by giving them the ability to specify an action to perform, Available with Sales
set conditions that trigger the action, and kick off automation on records they own. Automated Engagement in Sales Cloud,
actions are a quick and easy way for users to make their jobs easier and more efficient with targeted which is included in
automations without the need for a Salesforce admin. Managers can also create automated actions Performance and Unlimited
for their subordinates. Each automated action can be set to perform its action automatically or to Editions, and available for
an extra cost in Professional
notify the record owner to choose whether to perform the action.
and Enterprise Editions.
A user can create up to 50 automated actions. These actions trigger when a record is created and, Sales Engagement is also
optionally, every time a field is updated to meet certain conditions. available for an extra cost in
Sales Engagement includes five preconfigured automated actions that reps can use. Service Cloud and Lightning
Platform.
• Assign target to cadence
• Remove target from all cadences
• Pause target in all cadences
• Resume target in all cadences
• Change all cadence target assignees
For more information about building automated actions, see Create an Automated Action.
Keep these considerations in mind when using automated actions.
• Automated actions can’t update fields.
• Automated actions only trigger Sales Engagement actions and don’t support other types of platform development capabilities.

Example: Here are some automated actions a rep can create for cadence activities.
• When a lead is created, add the lead to a cadence. For example, a Follow Up on Interested Prospects cadence.
• When a contact has opted out of email, remove the lead from the cadence.
• When a lead is marked as unqualified, remove the lead from the cadence.
• When a contact replies to an email, change the cadence assignee.
• When an opportunity is lost, add the primary contact to a cadence, such as a Recover a Lost Opportunity cadence.
• When a case is closed, add the primary contact to a cadence.

Cadence Step Flows

Screen flows are a powerful type of flow that provides the ability to present one or more screens to the rep, allowing for user interaction
and input to complete a task. Cadence step flows are a type of screen flow designed for use as cadence steps in Sales Engagement.
Cadence step flows launch as a step in the cadence, right from the Work Queue or To Do List. Reps interact with screen flow cadence
steps just like any action step type. The custom screen flow appears, allowing them to provide any needed input. Admins create cadence
step flows and then activate those flows for cadence builders to include as cadence steps. See Flow Types.
Sales Engagement includes three sample screen flow templates that you can clone and customize for your cadences.
• Create a Case
• Create a Task

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• Create an Event
To use cadence step flows to manage cadences, such as adding or removing targets or changing target assignees, use the built-in actions
included with Sales Engagement when building your flows.

Example: Here are a few ways in which you can use screen flows in your cadence steps.
• Create a case.
• Create a task.
• Create an event.
• Send a text message through Digital Engagement.

Cadence Autolaunched Flows

Cadence autolaunched flows are a type of autolaunched flow designed for use with Sales Engagement. Autolaunched flows can be
configured to launch with no trigger, a schedule trigger, or a record trigger. Cadence autolaunched flows trigger when a target completes
an action step in a cadence, such as an email, custom step, call, LinkedIn, or screen flow step.
Admins create cadence autolaunched flows that cadence builders can then add to individual cadence steps. You can create these flows
from the included cadence autolaunched flow templates or create custom flows from scratch. For more information, see Flow Types.

Note: To trigger a flow at the start of a cadence or cadence step, or to apply a flow across multiple cadences, see the information
on Change Data Capture solutions later in this article.
Sales Engagement includes three sample cadence autolaunched flow templates that you can clone and customize.
• Update Lead Path
• Update Opportunity Stage
• Update Contact Owner
To use cadence autolaunched flows to manage cadences, such as adding or removing targets or changing target assignees, use the
built-in actions included with Sales Engagement when building your flows.

Example: Here are some options for triggering an autolaunched flow at the end of a cadence step.
• When a call step is completed, update the lead path to contacted.
• When an email step is completed, update the opportunity stage to qualification.
• When a custom step is completed, update the contact or account owner to the cadence assignee.
• When a LinkedIn step is completed, change the cadence assignee to the rep who will continue the outreach.
• When a screen flow step is completed, change the cadence assignee to the rep who will continue the outreach.

Custom Automation with Platform Tools

Salesforce provides additional platform tools to give you the ability to customize your Sales Engagement automations.
Before you decide to use platform tools for custom development, review the information about Automated Actions to confirm whether
those options can be applied to your use case.
Flow Builder
Use Flow Builder to add process automation and build individual flows using code-like logic without using a programming language.
One way to create flows in Flow Builder is to use standard autolaunched flows. Most features in Salesforce use the standard
autolaunched flow type, including Sales Engagement. This flow type also can execute automatically to perform common tasks.
Standard autolaunched flows can run based on schedule triggers, record triggers, or other background processes.

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Sales Engagement includes three sample Standard Autolaunched Flow templates that you can clone and customize.
• Add Lead to Cadence
• Remove Lead from Cadence on Opt-Out
• Remove Unqualified Lead
For more information, see Flow Types.
To use Flow Builder to manage cadences, such as adding or removing targets or changing target assignees, use the built-in actions
included with Sales Engagement when building your flows.
Apex and APIs
If the flow templates included with Sales Engagement don’t meet your specific business process requirements, use the flow tools
directly to create the custom flow automations you need.
If the flow templates included with Sales Engagement don’t meet your specific business process requirements, use the flow tools
directly to create the custom flow automations you need.
You can also use these tools independently from building cadences, to maximize the flexibility and customization of your flows and
automate exactly what you need. In Sales Engagement, these tools can interact with cadences but aren’t necessarily tied to a cadence.
Cadence step flows and cadence autolaunched flows are tied to cadences.
• Use Apex if you’re a developer who can use this object-oriented programming language to execute complex flow and transaction
control statements on the Lightning Platform in conjunction with calls to the Lightning Platform API. Add business logic to most
system events, including button clicks, related record updates, and Visualforce pages. Initiate Apex code by Web service requests
and from triggers on objects.
• Use Salesforce APIs when you want other applications (or code in other applications) to programmatically access data in a simple
and secure manner. For more information, see Cadence Object Reference.

Note: You can only use code to write Lightning components.

To use Apex and APIs to manage cadences, such as adding or removing targets or changing target assignees, use the built-in actions
included with Sales Engagement when building your flows.

Example: Here are some options for triggering standard autolaunched flows to perform cadence actions.
• When a lead is created, add the lead to a cadence. For example, a Follow Up on Interested Prospects cadence.
• When a contact has opted out of email, remove the lead from one or more cadences.
• When a lead is marked as unqualified, remove the lead from one or more cadences.
• When an opportunity is lost, add the primary contact to a cadence, such as a Recover a Lost Opportunity cadence.
• When a case is closed, add the primary contact to a cadence.
• When a contact is added to a product-specific campaign, assign the contact to a product-specific cadence.
• When a contact is assigned as an opportunity contact role, add the contact to an opportunity maturation cadence with the
opportunity attributed to the cadence target.
Here’s a method of using a custom standard screen flow with cadences.
• Build a standard screen flow and add it to the layout of an account page.
• On the first screen, list only contacts that have the title of Decision Maker. Allow the user to select those contacts to add to
one or more cadences.
• On the second screen, list the relevant cadences, allow the user to select one or more cadences, and add a button that the
user can click to add to cadence.
For more complex cadence routing logic, consider creating a custom object that contains fields representing business logic and
a corresponding cadence, as in this example.

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• Object Name = Cadence Routing Rules

• Example Rule Field Values: Lead Source = Website, Cadence = Website Welcome Cadence
• Build a trigger or record-triggered flow that executes on lead insert, reads the values from the Cadence Routing Rules object,
and compares them to the values on the inserted lead.
• When a match is found and the lead isn’t assigned to the maximum number of cadences, add to the specified cadence.

Change Data Capture

Using Change Data Capture with Sales Engagement lets you trigger automation on changes to records. For example, you can trigger
when a cadence target progresses to the next step in a cadence, which updates its associated action cadence tracker record. Change
events can include but aren’t limited to a target being added to a cadence, completing a cadence, beginning a step, or completing a
step.
To implement automation for only one or a few cadences, or you don’t want to develop a custom solution, consider using cadence
autolaunched flows instead. Consider using Change Data Capture only if a cadence autolaunched flows solution can’t satisfy your business
requirements. Development effort is required to implement a Change Data Capture solution.
These use cases require a Change Data Capture solution.
• Triggering at the start or end of a cadence
• Triggering at the start of a step rather than the completion of a step, which is supported by cadence autolaunched flows
• Implementing a global automation solution across multiple cadences
While you can accomplish after-step triggering by individually configuring each step, if your requirement applies to multiple cadences,
consider a global solution rather than ensuring each step is properly configured. For more information, see Salesforce Developers: Change
Data Capture Developer Guide and Sales Engagement Developer Guide.
To use change data capture to manage cadences, such as adding or removing targets or changing target assignees, use the built-in
actions included with Sales Engagement when building your flows.

Example: These cadence solutions are created with Change Data Capture.
• When a lead is assigned to a cadence (cadence starts), update a field on the lead.
• When a contact moves down the yes path on a listener step in a cadence (step starts), update a field on the contact.
These Change Data Capture solutions affect multiple cadences.
• When every cadence starts, update a field on the corresponding target.
• When every cadence ends, update a field on the corresponding target.*
• After every intro call step is completed, update the lead status to working.*
* You can use cadence autolaunched flows if you want a cadence-specific solution instead of affecting all cadences.

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Choosing the Right Automation Option

When you want to incorporate automation into your Sales Engagement cadences or handle large
EDITIONS
groups of records at one time with bulk actions, it’s important to clarify your use case. Pinpointing
the resulting trigger origin can help you select the most effective option for your needs. Available in: Lightning
Experience
Automation Trigger Origin Supported Who Creates Notes
Tool Actions Them? Available with Sales
Engagement in Sales Cloud,
Automated A record is • Assign target Rep Cadence assignee which is included in
actions created. to cadence can be the rep or Performance and Unlimited
Actions apply
another user. Editions, and available for
A record is • Change only to records an extra cost in Professional
created *and* cadence they own. Trigger conditions and Enterprise Editions.
every time a field target support: Sales Engagement is also
in the conditions assignee available for an extra cost in
• Up to 5 fields
is edited. • Remove on the Service Cloud and Lightning
Only applies to target from triggering Platform.
these objects: cadence object.
• Lead • Pause • An additional
cadence 5 fields on
• Contact
tracker cross objects.
• Person
• Resume
Account
cadence
• Case Primary tracker
Contact
Field updates
• Email aren’t supported.
Engagements
• Call
Engagements
• Opportunity
Primary
Contact

Cadence step A target starts a Screen Salesforce admins Cadence builders

flows cadence step. flow-supported Developers can use active
actions that cadence step
include (but flows when
aren't limited to): creating
• Sales cadences.
Engagement
API calls
• Field updates

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Sales Productivity Adding Automation to Sales Engagement

Automation Tool Trigger Origin Supported Actions Who Creates Them? Notes
Cadence autolaunched The associated step Flow-supported actions Admins Cadence builders can add
flows completes. that include (but aren’t an active cadence
limited to): Developers
autolaunched flow to any
• Sales Engagement action step.
API calls Add a flow to the
• Field updates completion of each
cadence step, one step at
a time.
Add a flow to the last
step at the completion of
a cadence, one cadence
at a time.

Platform standard tools Inserts or updates to Platform-supported Admins Optional: Define the
(Flow Builder, Apex, APIs, standard or custom actions that include (but solution at the org level.
Batch Class) aren’t limited to): Developers
objects, or any other
platform triggering event. • Sales Engagement
Excludes cadences, API calls
cadence steps, and • Field updates
engagements.

Change Data Capture The start or end of a Platform-supported Admins Optional: Define the
cadence. actions that include (but solution at the org level.
aren’t limited to): Developers
The start of a cadence Create a one-time
step. • Sales Engagement triggering solution that
API calls ties into flows by using
A global automation
• Field updates platform events.
solution across multiple
cadences. Use when your
requirement affects
multiple cadences rather
than configuring an
autolaunched flow for
every cadence step.

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Create an Automated Action

Save time by automating common cadence target-related tasks with processes that manage
EDITIONS
cadence targets and associated records you own. With simple if-this-then-that logic, you can
automatically add, remove, pause, or resume cadence targets and change target assignees based Available in: Lightning
on criteria you choose. If you’re a manager, you can create automated actions for your subordinates. Experience
You can trigger your automated actions from changes to records you or your subordinates own.
Available with Sales
When your automated actions run, they perform their actions on behalf of you or your subordinate,
Engagement in Sales Cloud,
as if they had performed the action manually. For example, if your automated action adds an which is included in
inbound lead to a cadence, Salesforce shows that the lead was added by you. Performance and Unlimited
Before you begin using any of the included automated actions or ones you create, you must activate Editions, and available for
them. You can create up to 50 automated actions. an extra cost in Professional
and Enterprise Editions.
1. In the Automated Actions tab of the Sales Engagement app, click New.
Sales Engagement is also
2. Under Actions, select the action you want to automate. available for an extra cost in
For example, automatically assign a target to a cadence. Service Cloud and Lightning
Platform.
3. Fill in the details of the action you want to automate.
For example, select which cadence you want to add targets to. USER PERMISSIONS

To create automated
actions:
• Sales Engagement User
OR
Sales Engagement User
Included
OR
Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included
AND
Automated Action User

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4. Choose whether to perform the action automatically, or remind the record owner to choose whether to run the action.
Reminders appear in the Automated Action Reminders component on a record detail page when the record meets the conditions
for the action. The record owner can choose to run the action, ignore it, or snooze it.

5. Select the object you want to trigger your automated action.

6. Select how often you want the automated action to check whether to perform your action based on the conditions you select in
the next step.
7. Select the field values that trigger your automated action.
For example, to add all new leads generated from your website to a cadence, select the Lead Source field and enter a value of Web.

8. Select when to take action.

• All conditions are met (AND)—This option triggers your action only when every one of the field values you specify are present.
• Any conditions are met (OR)—This option triggers your action when any one or more of the field values you specify are present.
• Custom logic (AND + OR + NOT)—This option lets you trigger your action when a combination of the field values you specify
are present or not present.

9. To use fields on objects related to your primary object, click Show Advanced Conditions.
These fields are sometimes called cross-object fields. For example, for leads, you can select the Converted Contact ID field and then
the Email Opt Out field.

10. Select when to take action for cross-object fields.

11. Enter a name and description for your automated action.
12. Choose who the automated action is assigned to.
• When you assign the action to yourself, it acts only on records you own.
• When you assign the action to subordinates, it acts on records they own.

13. Choose who can activate the action.

• Creator—Only you the author can activate or deactivate the action.

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Sales Productivity Adding Automation to Sales Engagement

• Assignees (Default On)—The action is active for assignees, but they can choose to deactivate it.
• Assignees (Default Off)—The action is inactive for assignees, but they can choose to activate it.

14. When you’re finished, click Save or Save & Activate. Your automated actions must be activated in order to execute. You can activate
and deactivate an automated action at any time in the Automated Actions tab in the Sales Engagement app.
You can create automated actions from other locations in the Sales Engagement app.
• When you manually add a target to a cadence, you can automate adding records to that cadence by selecting Add an Automated
Action?.
• When you create a quick cadence, you can automate adding records to the quick cadence by selecting Add an Automated Action?.

Add Screen Flows to Cadences with Cadence Step Flows

In Cadence Builder, you can specify a screen flow as a cadence step. Use screen flow steps to let
EDITIONS
reps create a case, event, or task or to perform another action. The screen flow runs when the rep
initiates the step for a target from their Work Queue or the Sales Engagement component on target Available in: Lightning
records. Salesforce admins or developers can get started by cloning and customizing the Cadence Experience
Step Flow templates included in Sales Engagement.
Available with Sales
To create your own screen flows for cadence steps, use the Cadence Step Flow process type, or use
Engagement in Sales Cloud,
one of the included flow templates based on that type. which is included in
With Sales Engagement, three cadence screen flow templates are included in Flow Builder. Performance and Unlimited
Editions, and available for
• Create a Case
an extra cost in Professional
• Create a Task and Enterprise Editions.
• Create an Event Sales Engagement is also
available for an extra cost in
Important: Activate the flow templates before you clone them. Service Cloud and Lightning
Platform.
1. In Flow Builder, click Cadence Step Flow.
2. Choose the cadence step flow template you want to work with.
USER PERMISSIONS
3. Clone the template and customize its elements to fit your business.
To create cadences:
• High Velocity Sales
Cadence Creator
(Enterprise Edition)
OR
High Velocity Sales
Cadence Creator
Included (Performance
and Unlimited Editions)

To create and edit flows:

• Manage Flow

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Sales Productivity Adding Automation to Sales Engagement

Run Flows After Cadence Steps with Cadence Autolaunched Flows

When you build a cadence, you can run a flow as part of an action step such as a call or email.
EDITIONS
Perform key actions, such as updating the lead path or opportunity stage, when reps complete the
step for a target. Managers can add flows to cadence steps in the Cadence Builder. Salesforce admins Available in: Lightning
or developers can use the new Cadence Autolaunched Flow process type to create flows triggered Experience
after cadence steps, or use the included flow templates to get started.
Available with Sales
To create your own screen flows for cadence steps, use the Cadence Autolaunched Flow process
Engagement in Sales Cloud,
type, or use one of the included flow templates based on that type. which is included in
Note: Cadence autolaunched flows can't call Apex actions. Performance and Unlimited
Editions, and available for
1. In Flow Builder, click New Flow. an extra cost in Professional
and Enterprise Editions.
2. Click Cadence Autolaunched Flow.
Sales Engagement is also
3. Choose the cadence autolaunched flow template you want to work with. available for an extra cost in
4. Clone the template and customize its elements to fit your business. Service Cloud and Lightning
Platform.
With Sales Engagement, three cadence autolaunched flow templates are included in Flow Builder.
Flow templates must be activated before being cloned.
USER PERMISSIONS
• Update Contact Owner: Update the contact and account owner to the current cadence target
assignee. This flow sets the owner of the associated contact and account records to the owner To create cadences:
of the action cadence tracker record that is passed into the flow. • High Velocity Sales
• Update Lead Path: Updates the lead's Status to Contacted. The Status field on leads is a dynamic Cadence Creator
(Enterprise Edition)
picklist, so your company can use its own Status values. The flow template sets the Status to
Contacted. If your Status picklist doesn't include that value, the flow fails. To update the Status OR
to another value, in Flow Builder, edit the Update Lead Status element. High Velocity Sales
• Update Opportunity Stage: If the target's related opportunity Stage Name is Prospecting, update Cadence Creator
Included (Performance
it to Qualification. The StageName field on opportunities is a dynamic picklist, so your company
and Unlimited Editions)
can use its own StageName values. The flow template checks for a value of Prospecting and
sets the value to Qualification. If your StageName picklist doesn't include those values, the flow To create and edit flows:
fails. To check for a different value, in Flow Builder edit StageName filter value in the Get • Manage Flow
Opportunity Record element. To set the StageName to a different value, edit the Update
Opportunity Stage element to use a StageName value that suits your business.

Using Platform Automation Tools with Sales Engagement

Add automation to Sales Engagement faster with flows designed specifically to perform common tasks. You can also use platform tools
to automate your cadences when your use case doesn’t fit the options included with Sales Engagement. Flow Builder, Apex, and APIs
give you maximum flexibility to meet your specific business process needs.

Add Automation to Common Tasks with Standard Autolaunched Flows

A standard autolaunched flow type is designed to execute automatically and perform common tasks. For example, when lead records
update, you can automatically remove a lead from a cadence.
Add Prospects to a Cadence Automatically with Process Builder and Apex
Save your sales reps from taking an extra step. To automatically add lead, contact, or person account records to a cadence when the
records are created, create an Apex class and a process.

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Sales Productivity Adding Automation to Sales Engagement

Remove Prospects from Cadences Automatically with Process Builder and Apex
Save sales reps a step when they realize a prospect isn’t ready to buy. Create an Apex class and a process to automatically remove
prospects when reps change their status to Unqualified.
Automatically Set a Lead’s Status When a Step Is Completed
Use an Apex trigger to subscribe to Change Data Capture events from cadences. Update a lead’s status to Contacted when a sales
rep completes the First Touch step in the lead’s cadence.

Add Automation to Common Tasks with Standard Autolaunched Flows

A standard autolaunched flow type is designed to execute automatically and perform common
EDITIONS
tasks. For example, when lead records update, you can automatically remove a lead from a cadence.
1. In Flow Builder, click New Flow. Available in: Lightning
Experience
2. Click Autolaunched Flow.
3. Choose the cadence step flow template you want to work with. Available with Sales
Engagement in Sales Cloud,
4. Clone the template and customize its elements to fit your business. which is included in
With Sales Engagement, these autolaunched flow templates are included in Flow Builder. Flow Performance and Unlimited
templates must be activated before being cloned. Editions, and available for
an extra cost in Professional
• Remove Lead from Cadence on Opt-Out: Removes a lead from all cadences when either the
and Enterprise Editions.
lead record DoNotCall field or HasOptedOutOfEmail field is set to true. This flow requires that Sales Engagement is also
the HasOptedOutOfEmail and DoNotCall fields on lead are visible to your Sales Engagement available for an extra cost in
users. This flow only runs when the value of either of these fields changes from false to true. Service Cloud and Lightning
• Remove Unqualified Lead: When the lead's Status changes to Unqualified, removes the lead Platform.
from all cadences and sets the Completion Disposition to Disqualified. This flow requires that
"Unqualified" is an active status.
USER PERMISSIONS

To create cadences:
• High Velocity Sales
Cadence Creator
(Enterprise Edition)
OR
High Velocity Sales
Cadence Creator
Included (Performance
and Unlimited Editions)

To create and edit flows:

• Manage Flow

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Sales Productivity Adding Automation to Sales Engagement

Add Prospects to a Cadence Automatically with Process Builder and Apex

Save your sales reps from taking an extra step. To automatically add lead, contact, or person account
EDITIONS
records to a cadence when the records are created, create an Apex class and a process.

Note: You can’t add Apex classes directly in production Salesforce orgs. Only Developer, Available in: Lightning
trial, and sandbox orgs support direct Apex editing in Setup. To deploy Apex code in a Experience
production org, add it first to a sandbox org, test, and then promote it to the production org. Available with Sales
This example uses the AssignTargetToSalesCadence action. You can also build processes Engagement in Sales Cloud,
with the RemoveTargetFromSalesCadence action. which is included in
Performance and Unlimited
Set your process to start only upon record creation. Setting your process to run upon both record Editions, and available for
creation and edit creates duplicate targets within the cadence. an extra cost in Professional
1. Create the Apex class. and Enterprise Editions.
Sales Engagement is also
a. From the Setup menu, choose Developer Console.
available for an extra cost in
b. From the File menu, choose New > Apex Class. Service Cloud and Lightning
Platform.
c. Enter EnrollTargetIntoSalesCadence for class name. Click OK.
d. In the Developer Console, replace the code you see with the following Apex.
USER PERMISSIONS

To create, edit, or view

processes:
• Manage Flow
AND
View All Data

To define Apex triggers:

• Author Apex
To configure remote
settings:
• Customize Application
OR
Modify All Data

To add prospects to
cadences:
• Sales Engagement User
OR
Sales Engagement User
Included

public class EnrollTargetIntoSalesCadence {

@InvocableMethod(label='Enroll Target In Cadence' description='Uses REST Invocable

Action to assign a Target to a Cadence')
public static void enrollTarget(List<EnrollTargetRequest> targetsToEnroll) {
System.debug('*** Targets to enroll *** ' + targetsToEnroll);
if (targetsToEnroll != null) {

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Sales Productivity Adding Automation to Sales Engagement

for (EnrollTargetRequest req : targetsToEnroll) {

System.debug('*** request *** ' + req);
System.debug('\ttarget: ' + req.targetId);
System.debug('\tsales cadence: ' + req.salesCadenceName);
sendRequest(req.targetId, req.salesCadenceName);
}
} else {
System.debug('*** null targetsToEnroll receieved ***');
}
}

@future(callout = true)
private static void sendRequest(String targetId, String salesCadenceNameOrId) {
String sfdcURL = URL.getSalesforceBaseUrl().toExternalForm();
String actionsRestURL = sfdcURL + '/services/data/v45.0/actions';
String assignTargetRESTUrl = actionsRestURL +
'/standard/assignTargetToSalesCadence';

HttpRequest httpReq = new HttpRequest();

httpReq.setMethod('POST');
httpReq.setHeader('Authorization', 'OAuth ' + UserInfo.getSessionId());
httpReq.setHeader('Authorization', 'Bearer ' + UserInfo.getSessionId());
httpReq.setEndpoint(assignTargetRESTUrl);
httpReq.setHeader('Content-Type', 'application/json');
httpReq.setBody('{"inputs" : [{"salesCadenceNameOrId" : "' +
salesCadenceNameOrId + '", "targetId" : "' + targetId + '"}]}');

String response = '';

try {
Http http = new Http();
HttpResponse httpResponse = http.send(httpReq);
if (httpResponse.getStatusCode() == 200) {
response =
JSON.serializePretty(JSON.deserializeUntyped(httpResponse.getBody()));
} else {
System.debug('http response: ' + httpResponse.getBody());
throw new CalloutException(httpResponse.getBody());
}
} catch (System.Exception e) {
System.debug('ERROR! ' + e);
throw e;
}

System.debug('response: ' + response);

}

public class EnrollTargetRequest {

@InvocableVariable(required=true)
public Id targetId;

@InvocableVariable(required=true)
public String salesCadenceName;
}
}

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Sales Productivity Adding Automation to Sales Engagement

e. Save the Apex class.

2. Create a process.
a. From Setup, enter Process Builder in the Quick Find box. Then click Process Builder.
b. Click New.
c. Name the process.
d. In the process starts when menu, choose A record changes.
e. Click Save.
f. In the Process Builder, click the Add Object node.
g. From the Object menu in the right pane, choose Lead, Contact, or Person Account.
h. Under Start the process, choose only when a record is created.
Don’t choose when a record is created or edited. This setting causes duplicate targets to appear in the cadence.

i. Click Save.
j. In the Process Builder, click the +Add Criteria node.
k. In the right pane, name the criteria.
For example, call it something like Trigger for Cadence Enrollment.

l. Under Criteria for Executing Actions, click No criteria—just execute the actions!
m. Click Save.
n. In the Immediate Actions node to the right of the criteria node you just added, click +Add Action.
o. In the right pane, choose these settings.
• Action Type: Apex
• Action name: Enter a name for the action.
• Apex Class: Choose the Apex class you created previously.
• SalesCadenceName: For Value, enter the name of your cadence.
• TargetId: For Type, choose Field Reference. For Value, click the field and search for Lead.Id, Contact.Id, or Account.Id
depending on whether you want to add lead, contact, or person account records to the cadence.

p. Click Save.
q. Click Activate and then click Confirm.

SEE ALSO:
Create a Process
Define Apex Triggers

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Sales Productivity Adding Automation to Sales Engagement

Remove Prospects from Cadences Automatically with Process Builder and Apex
Save sales reps a step when they realize a prospect isn’t ready to buy. Create an Apex class and a
EDITIONS
process to automatically remove prospects when reps change their status to Unqualified.

Note: You can’t add Apex classes directly in production Salesforce orgs. Only Developer, Available in: Lightning
trial, and sandbox orgs support direct Apex editing in Setup. To deploy Apex code in a Experience
production org, add it first to a sandbox org, test, and then promote it to the production org. Available with Sales
This example uses the RemoveTargetFromSalesCadence action. You can also build Engagement in Sales Cloud,
processes with the AssignTargetToSalesCadence action. which is included in
Performance and Unlimited
Set your process to start when records are created or edited. Editions, and available for
1. Create the Apex class. an extra cost in Professional
and Enterprise Editions.
a. From the Setup menu, choose Developer Console.
Sales Engagement is also
b. From the File menu, choose New > Apex Class. available for an extra cost in
c. Enter RemoveTargetFromSalesCadence for class name. Click OK. Service Cloud and Lightning
Platform.
d. In the Developer Console, replace the code you see with the following Apex.

USER PERMISSIONS

To create, edit, or view

processes:
• Manage Flow
AND
View All Data

To define Apex triggers:

• Author Apex
To remove prospects from
cadences:
• Sales Engagement User
or Sales Engagement
User Included
OR
Sales Engagement
Cadence Creator or
Sales Engagement
Cadence Creator
Included

public class RemoveTargetFromSalesCadence {

@InvocableMethod(label='Remove Target From Cadence' description='Uses REST Invocable

Action to remove a Target to a Cadence')
public static void removeTarget(List<RemoveTargetRequest> targetsToRemove) {
System.debug('*** Targets to remove *** ' + targetsToRemove);
if (targetsToRemove != null) {
for (RemoveTargetRequest req : targetsToRemove) {
System.debug('*** request *** ' + req);

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Sales Productivity Adding Automation to Sales Engagement

System.debug('\ttarget: ' + req.targetId);

System.debug('\tcompletion reason code: ' + req.completionReasonCode);

sendRequest(req.targetId, req.completionReasonCode);
}
} else {
System.debug('*** null targetsToRemove received ***');
}
}

@future(callout = true)
private static void sendRequest(String targetId, String completionReasonCode) {
String sfdcURL = URL.getSalesforceBaseUrl().toExternalForm();
String actionsRestURL = sfdcURL + '/services/data/v45.0/actions';
String removeTargetRESTUrl = actionsRestURL +
'/standard/removeTargetFromSalesCadence';

HttpRequest httpReq = new HttpRequest();

httpReq.setMethod('POST');
httpReq.setHeader('Authorization', 'OAuth ' + UserInfo.getSessionId());
httpReq.setHeader('Authorization', 'Bearer ' + UserInfo.getSessionId());
httpReq.setEndpoint(removeTargetRESTUrl);
httpReq.setHeader('Content-Type', 'application/json');
httpReq.setBody('{"inputs" : [{"completionReasonCode" : "' +
completionReasonCode + '", "targetId" : "' + targetId + '"}]}');

String response = '';

try {
Http http = new Http();
HttpResponse httpResponse = http.send(httpReq);
if (httpResponse.getStatusCode() == 200) {
response =
JSON.serializePretty(JSON.deserializeUntyped(httpResponse.getBody()));
} else {
System.debug('http response: ' + httpResponse.getBody());
throw new CalloutException(httpResponse.getBody());
}
} catch (System.Exception e) {
System.debug('ERROR! ' + e);
throw e;
}

System.debug('response: ' + response);

}

public class RemoveTargetRequest {

@InvocableVariable(required=true)
public Id targetId;

@InvocableVariable(required=true)
public String completionReasonCode;
}
}

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Sales Productivity Adding Automation to Sales Engagement

e. Save the Apex class.

2. Create a process.
a. From Setup, enter Process Builder in the Quick Find box. Then click Process Builder.
b. Click New.
c. Name the process.
d. In the process starts when menu, choose A record changes.
e. Click Save.
f. In the Process Builder, click the Add Object node.
g. From the Object menu in the right pane, choose Lead, Contact, or Person Account.
h. Under Start the process, choose when a record is created or edited.
i. Click Save.
j. In the Process Builder, click the +Add Criteria node.
k. In the right pane, name the criteria.
For example, call it something like Trigger for Cadence Removal.

l. Under Criteria for Executing Actions, click Formula evaluates to true.

m. Insert the following formula into the Build Formula section.
NOT(ISNEW()) && ISPICKVAL([Lead].Status,"Unqualified")

The NOT(ISNEW()) statement is used to evaluate records that were not newly added into the org. This code block also
assumes that you want to use the Lead Status value of Unqualified as the criteria for removing a lead from cadences. Replace
this value (or this field) to suit your own business processes.

n. Click Save.
o. In the Immediate Actions node to the right of the criteria node you just added, click +Add Action.
p. In the right pane, choose these settings.
• Action Type: Apex
• Action name: Enter a name for the action.
• Apex Class: Choose the Apex class you created previously.
• CompletionReasonCode: For Value, enter ManuallyRemoved.
• TargetId: For Type, choose Field Reference. For Value, click the field and search for Lead.Id, Contact.Id, or Account.Id
depending on whether you want to remove lead, contact, or person account records from the cadence.

q. Click Save.
r. Click Activate and then click Confirm.

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Sales Productivity Adding Automation to Sales Engagement

Automatically Set a Lead’s Status When a Step Is Completed

Use an Apex trigger to subscribe to Change Data Capture events from cadences. Update a lead’s
EDITIONS
status to Contacted when a sales rep completes the First Touch step in the lead’s cadence.
Start by enabling change data capture for the ActionCadenceStepTrackerChangeEvent object. Then, Available in: Lightning
create a change event trigger. Finally, change a step's state and see how a lead's status updates Experience
automatically. To use this example, you need a cadence with a step called First Touch. The cadence
Available with Sales
must have at least one lead added as a target.
Engagement in Sales Cloud,
Note: Remember that Apex triggers for change events are asynchronous. After a sales rep which is included in
marks a step as completed, a short delay can occur before the related lead’s status is updated. Performance and Unlimited
Editions, and available for
an extra cost in Professional
Enable Change Data Capture for the ActionCadenceStepTrackerChangeEvent and Enterprise Editions.
Object Sales Engagement is also
available for an extra cost in
Before you can receive change notifications for cadence steps, you must enable the
Service Cloud and Lightning
ActionCadenceStepTrackerChangeEvent object for notifications.
Platform.
1. From Setup, in the Quick Find box, enter Change Data Capture, and then select Change
Data Capture.
2. In Available Entities, select Cadence Step Tracker (ActionCadenceStepTracker), and then click the > arrow.
3. Save your changes.

Create a Change Event Trigger

Using the Developer Console, create a trigger on the ActionCadenceStepTracker change event:
1. Click the gear icon, and then select Developer Console.
2. In the Developer Console, select File > New > Apex Trigger.
3. In the Name field, enter the name of your trigger. We use UpdateLeadOnStepCompletionTrigger.
4. From the dropdown, select ActionCadenceStepTracker.
5. Replace the default content with the following code.
trigger UpdateLeadOnStepCompletionTrigger on ActionCadenceStepTrackerChangeEvent (after
insert)
for(ActionCadenceStepTrackerChangeEvent event : Trigger.New) {
EventBus.ChangeEventHeader header = event.ChangeEventHeader;
List<String> recordIds = header.getRecordIds();

System.debug('Received change event for ' +

header.entityName +
' for the ' +
header.changeType +
' operation.'
);

if(recordIds.size() == 0) {
continue;
}

// Get ActionCadenceStepTracker records for completed steps where the target is a

178
Sales Productivity Adding Automation to Sales Engagement

lead
List<ActionCadenceStepTracker> stepTrackers = [SELECT Id, ActionCadenceStepId,
ActionCadenceName, TargetId, StepType, StepTitle
FROM ActionCadenceStepTracker
WHERE Id IN :recordIds
AND State = 'Completed'
AND Target.Type = 'Lead'
AND StepTitle LIKE 'First
Touch%'];

if(stepTrackers != null && stepTrackers.size() > 0) {

System.debug('Found ' + stepTrackers.size() + ' step tracker events.');

List<Lead> leads = new List<Lead>();

for(ActionCadenceStepTracker stepTracker : stepTrackers) {
System.debug('Adding the lead ID ' + stepTracker.TargetId + ' to Lead
list.');
Lead lead = new Lead(Id=stepTracker.TargetId, Status='Contacted');
leads.add(lead);
}

update leads;
} else {
System.debug('Did not find any completed First Touch step trackers that are
related to leads');
}
}
}

This change event trigger iterates through each received change event message in Trigger.New. For each event, we get the ID of
the ActionCadenceStepTracker that triggered the event. Then, we use the ID of the step tracker to query for the ActionCadenceStepTracker
record. We check to verify that the related step’s name is First Touch, the state is Completed, and the target of the cadence is
a lead.
If the cadence step meets that criteria, the state of the related lead is updated to Contacted.

Verify the Trigger

Set the log level to capture debug messages from Apex triggers, then verify that your new trigger updates a lead’s status.
1. From Setup, in the Quick Find box, enter Debug Logs, and then select Debug Logs.
2. Click New.
3. For Traced Entity Type, select Automated Process.
4. Select the time period for log collection. We suggest an hour or less.
5. For Debug Level, click New Debug Level. Enter CustomDebugLevel for the name, and then accept the other default selections.
6. Save your changes.
7. In Sales Engagement, find your cadence that has the First Touch step. Set this step to Completed.
8. Verify that the lead’s status is updated to Contacted.

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Sales Productivity Automate Sales Outreach with a Buyer Assistant

9. In Debug Logs, click View next to the automated process log to see the System.debug messages from your new trigger.

SEE ALSO:
Test Change Event Triggers

Automate Sales Outreach with a Buyer Assistant

Generate leads, deliver personalized conversations, and close deals faster with a buyer assistant.
EDITIONS
Buyer Assistant bots transform the web-to-lead experience and help your sales team sell more.
Each buyer assistant includes CRM-powered dialogs and automation flows that help it to connect Available in: Lightning
with customers. A buyer assistant can pitch your products’ value after business hours, notify relevant Experience
team members when a customer is chatting, intelligently route leads to your sales team, and
schedule customer meetings for your sales team. After creating a buyer assistant bot, you can Available with Sales Cloud
personalize the conversation experience and adjust the built-in flows to meet your business needs. in Performance and
Get your buyer assistant up and running quickly using the guided onboarding experience. Unlimited Editions

Available with Sales

Setting Up a Buyer Assistant Engagement, which is
available in Performance
Add a buyer assistant to your website quickly with a guided onboarding experience. We help
and Unlimited Editions, and
you create and personalize your Buyer Assistant bot, enable required features, and set your bot
for an extra cost in
up for success. To get started, go to the Buyer Assistant page in Setup.
Professional and Enterprise
Editions

Setting Up a Buyer Assistant

Add a buyer assistant to your website quickly with a guided onboarding experience. We help you
EDITIONS
create and personalize your Buyer Assistant bot, enable required features, and set your bot up for
success. To get started, go to the Buyer Assistant page in Setup. Available in: Lightning
Experience
1. Considerations for Setting Up a Buyer Assistant
Available with Sales Cloud
Before setting up a buyer assistant, review the related considerations. in Performance and
2. Personalizing the Conversation Experience Unlimited Editions
Buyer Assistant bots include building blocks that help them navigate conversations and perform Available with Sales
tasks. Learn about the different parts of your buyer assistant and start personalizing them. Engagement, which is
3. Route Customers to Your Sales Team available in Performance
Distribute incoming messages among available sales team members using a conversation and Unlimited Editions, and
for an extra cost in
queue, let your Buyer Assistant bot route conversations to team members, and add an
Professional and Enterprise
Omni-Channel flow to your bot’s actions.
Editions
4. Let Your Sales Team Connect with Customers
Get your sales team ready to chat with customers. Create a Messaging Session record page so
that your team can manage conversations and live chat from one place. And create a custom Messaging Session compact layout
so your team members can see relevant information about incoming chats in their Omni-Channel widget.

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Sales Productivity Automate Sales Outreach with a Buyer Assistant

5. Start Chatting with Customers

Connect the messaging channel to your website and embed your bot on your website.

SEE ALSO:
Einstein Bots

Considerations for Setting Up a Buyer Assistant

Before setting up a buyer assistant, review the related considerations.
EDITIONS

General Available in: Lightning

Experience
• When you create a bot from the Buyer Assistant setup page, we complete a few setup steps
for you. You can make changes as needed. Available with Sales Cloud
in Performance and
– We create the Messaging for In-App and Web User permission set. Make sure that you
Unlimited Editions
assign it to your sales team and sales leaders who supervise your team.
– If it isn’t enabled, we turn on Einstein Bots. Available with Sales
Engagement, which is
– If it isn’t enabled, we turn on Omni-Channel.
available in Performance
– We create a messaging channel, routing configuration, and conversation queue to manage and Unlimited Editions, and
incoming messages. for an extra cost in
– We create and configure the Send to Record Owner flow and Route to Bot flow. Professional and Enterprise
Editions
• If you create a Buyer Assistant bot using the enhanced bot template, you don’t see the guided
onboarding experience. Instead, you see the enhanced bots guided setup flow.
• Buyer Assistant system limitations are the same as Einstein Bots system limitations.
• When a buyer assistant creates a lead, the lead and its associated messaging session are assigned using your lead assignment rules.
• Buyer Assistant isn’t supported in Government Cloud. Don’t turn on Buyer Assistant in Government Cloud Plus organizations. Contact
your Salesforce account executive for more details.

Using Inbox with a Buyer Assistant

• If you use the Buyer Assistant permission set to access Salesforce Inbox, you can send available times and schedule meetings only
through a Buyer Assistant bot. Other Inbox features, such as email tracking, aren’t available through this permission set.
• To use Inbox features, your team must connect their Microsoft or Gmail calendar to Salesforce.
• Available times are based on the primary calendar of a record owner’s connected Outlook or Google calendar only. The available
times that a customer sees update as their record owner’s availability changes.
• If your team connects their Google calendar to Salesforce, a Google Meet link is added to events scheduled by Inbox. If you use a
different virtual conferencing solution, you can manually generate the meeting link using that solution’s tools and add it after the
event invitation is generated.

SEE ALSO:
Learn About Einstein Bots Compliance

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Sales Productivity Automate Sales Outreach with a Buyer Assistant

Personalizing the Conversation Experience

Buyer Assistant bots include building blocks that help them navigate conversations and perform tasks. Learn about the different parts
of your buyer assistant and start personalizing them.

Key Terms and Concepts for Personalizing Your Buyer Assistant

Before personalizing your Buyer Assistant bot, learn how it performs tasks such as identifying who is chatting, scheduling meetings,
and creating lead records for new customers.

Key Terms and Concepts for Personalizing Your Buyer Assistant

Before personalizing your Buyer Assistant bot, learn how it performs tasks such as identifying who
EDITIONS
is chatting, scheduling meetings, and creating lead records for new customers.
Available in: Lightning
Omni-Channel Experience

Omni-Channel makes it easy to prioritize and route messaging sessions to your team members. Available with Sales Cloud
Dynamically route messaging sessions from your website to your bot and then to your team with in Performance and
Omni-Channel flows. Prioritize and assign messaging sessions using queues. And manage your Unlimited Editions
team members’ capacity using routing configurations. Buyer Assistant bots include a pre-built Available with Sales
queue and routing configuration that you can customize to meet your business needs. Engagement, which is
available in Performance
Flows and Unlimited Editions, and
for an extra cost in
Flows automate your team’s repetitive business processes. You can trigger a flow to run in multiple Professional and Enterprise
ways, including record changes, schedules, customer interactions, or the completion of other flows. Editions
Buyer Assistant bots include several flows that you can explore and customize in Flow Builder. You
can also add more to meet your business needs.

Dialogs
Dialogs are conversation snippets that control a bot’s behavior. You can associate dialogs with dialog intents that can understand
variations in customer input. Buyer Assistant bots include dialogs that handle different parts of a customer conversation, such as greeting
the customer or collecting information. You can customize the included dialogs and add more to meet your business needs in the Bot
Builder.
To see an overview of your bot’s conversational framework, check out the Map View. In the Bot Builder, go to the Dialogs page and click
the dropdown in the header bar. Then select Map.

Variables
Variables store the information that you collect from customers or output created by Salesforce. You can use them in dialog actions as
inputs and outputs and in bot messages. Buyer Assistant bots include several variables that store information that is used in flows, dialogs,
and other components. You can add custom variables to meet your business needs in the Bot Builder.

Entities
Entities define what type of information are stored in variables. With entities, you can share customer information across multiple variables.
Buyer Assistant bots use multiple types of entities. System entities store one of these data types: Boolean, Currency, Date, DateTime,
Email Address, Number, Object, Phone Number, and Text. Boolean entities store yes or no answers. And you can create custom text
entities to enforce patterns or categorize synonyms as one value in the Bot Builder.

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Route Customers to Your Sales Team

Distribute incoming messages among available sales team members using a conversation queue,
EDITIONS
let your Buyer Assistant bot route conversations to team members, and add an Omni-Channel flow
to your bot’s actions. Available in: Lightning
Let your buyer assistant access Salesforce objects and perform actions that require additional Experience
permissions. Select a user for your Buyer Assistant bot and assign them the Buyer Assistant permission
Available with Sales Cloud
set. Then go to the Bots Overview page, select Custom User, and assign that user to the bot. When
in Performance and
you’re done making changes, activate the bot. Unlimited Editions
To let your sales team members use queues and other routing features, assign them the Messaging
Available with Sales
for In-App and Web User permission set.
Engagement, which is
1. To distribute conversations among available sales team members, add queue members to the available in Performance
conversation queue. Queue members can be individuals, roles, public groups, territories, and Unlimited Editions, and
connections, or partner users. Depending on your sharing settings, only queue members and for an extra cost in
users above them in the role hierarchy can own records in the queue. Professional and Enterprise
Editions
2. By default, your buyer assistant routes conversations to the record owner associated with the
customer. Review the Send to Record Owner flow and start customizing how conversations
route to your team. For example, add powerful routing rules to route conversations based on USER PERMISSIONS
specified criteria.
To assign a custom chatbot
3. To trigger routing, add the Send to Record Owner flow to your bot’s Route Chat to Omni dialog. user:
a. To launch Bot Builder, click your Buyer Assistant bot’s name. Then deactivate your bot so • Manage Users
you can make edits. To create or edit queues:
b. On the Dialogs page, click the Route Chat to Omni dialog under Routing. • Customize Application

c. In the Step Properties panel for the Rules step, add a Set Routing Type rule action. Set the AND
routing type to Omni-Channel Flow and the route destination to Buyer Assistant - Send Manage Public List
to Record Owner. Then select Route Destination Id (Id) as the destination variable. Views

d. Add a Transfer Rule action. Select Route Destination Id (Id) as the destination variable.
The side panel now has three rule actions: Call Dialog, Set Routing Type, and Transfer.
e. Delete the Message dialog step and then save your changes.

Next, fine-tune your bot’s routing and add it to your website.

SEE ALSO:
Create Queues
Configure Your Routing Rules
Assignment Rules
Transfer Conversations with the Set Routing Type Dialog Step

Let Your Sales Team Connect with Customers

Get your sales team ready to chat with customers. Create a Messaging Session record page so that your team can manage conversations
and live chat from one place. And create a custom Messaging Session compact layout so your team members can see relevant information
about incoming chats in their Omni-Channel widget.

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Help Your Team Manage Sales Conversations

Let your sales team manage conversations and live chat from one place. Create a Messaging Session record page that contains
conversation and customer record components. Then create a compact layout so your team can see more information about
incoming chats in their Omni-Channel widget.

Help Your Team Manage Sales Conversations

Let your sales team manage conversations and live chat from one place. Create a Messaging Session
EDITIONS
record page that contains conversation and customer record components. Then create a compact
layout so your team can see more information about incoming chats in their Omni-Channel widget. Available in: Lightning
1. To let your team see their messaging session details in contact records, create a contact action. Experience
a. For the action type, select Update a Record. And for the standard label type, select Update Available with Sales Cloud
[Record]. in Performance and
Unlimited Editions
2. To let team members track their sales conversations easily, create a Messaging Session record
page. Available with Sales
Engagement, which is
a. For the page template, select Pinned Left Sidebar (2 regions) or Header and Left available in Performance
Sidebar. and Unlimited Editions, and
b. In Lightning App Builder, add the Enhanced Conversation component to the left sidebar. for an extra cost in
Then add the Highlights component and two Related Records components to the right Professional and Enterprise
side of the page. Editions

c. Select a Related Record component and label it Contact. Then edit the Lookup Field. For
the First Lookup, select Messaging User Contact. And for the Second Lookup, select Use USER PERMISSIONS
This Contact.
To create Lightning pages:
d. Select the other Related Record component and label it Lead. Then edit the Lookup Field. • Customize Application
For the First Lookup, select Lead. And for the Second Lookup, select Use This Lead.
To view Lightning pages:
e. Assign this page as the app default for Online Sales, Sales, and Sales Console. • View Setup and
Configuration
3. To see your customer’s name in the Omni-Channel widget and record page, create a custom
Messaging Session field that stores the chatting customer’s name.
a. For the data type, select Formula. And for the formula return type, select Text.
b. In the Advanced Formula tab, insert the Messaging User Name field. After the field’s API name, add & ‘ | Ready to
Live Chat’ so that the formula field contains MessagingEndUser.Name & ‘ | Ready to Live Chat’.

4. To show the Messaging Session object in your team members’ Omni-Channel widget, create a compact layout for the Messaging
Session object.
a. Add the custom Messaging Session field you created and the Status, Start Time, and Origin fields to the layout.
b. Change the primary compact layout to your custom record page.

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SEE ALSO:
Create Object-Specific Quick Actions
Lightning Pages
Build a Formula Field
Compact Layouts

Start Chatting with Customers

Connect the messaging channel to your website and embed your bot on your website.
EDITIONS
1. To connect the messaging channel to your website, create and publish an embedded service
deployment. Available in: Lightning
Experience
a. Click New Deployment and then select the Messaging for In-App and Web conversation
type. Available with Sales Cloud
b. For the deployment destination, select Web. Then enter a unique name for the deployment. in Performance and
Unlimited Editions
c. Enter the top-level domain name of the website, for example, yourcompany.com.
Available with Sales
d. Select the Buyer Assistant Messaging Channel and save your changes. Then create and
Engagement, which is
publish the deployment. available in Performance
After your deployment is created, you can edit your messaging settings, branding, and pre-chat and Unlimited Editions, and
form fields. Always publish the deployment after making edits. for an extra cost in
Professional and Enterprise
2. To let the bot see whether your sales team can receive incoming chats, create an online presence
Editions
status with Messaging in the Selected Channels list. Optionally, create more statuses, such as
one that indicates a user is busy.
a. To give your team access to presence statuses, create a permission set. Click Service USER PERMISSIONS
Presence Statuses Access and edit it. Select the presence statuses that you want to To manage Messaging
associate with the permission set. Then save your changes and assign the permission set experiences:
to your team. • Messaging for In-App
and Web Agent

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b. Users with a presence status are assigned to the default presence configuration. Optionally, create custom presence configurations
to limit how much work each team member can take on.

3. Before adding your buyer assistant to your website, make sure that your sales team has the Messaging for In-App and Web User
permission set. To embed your Buyer Assistant bot on your website, copy your bot’s code snippet from the Embedded Service
Deployment Settings page. Then go to your website and paste the snippet before the closing body tag on each web page where
you want a chat button to appear.
4. To collect and send pre-chat data from your website to Salesforce, pass the pre-chat values programmatically.
Add this code snippet to your website’s <head> element. Replace customerLocale and customerTimeZone with your hidden pre-chat
field API names. If you have an Experience Builder website, add the code snippet to the Head Markup.
<script type='text/javascript'>
window.addEventListener("onEmbeddedMessagingReady", () => {
console.log("Received the onEmbeddedMessagingReady event…");
const customerLocale = navigator.language; console.log("locale:" +
customerLocale);
const customerTimeZone = Intl.DateTimeFormat().resolvedOptions().timeZone;
console.log("timezone:" + customerTimeZone);

// Send data to Salesforce

embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields(
{
"Locale": customerLocale,
"Timezone": customerTimeZone
}
);
});
</script>

5. After you add your buyer assistant to your website, test it. If you have a large team, consider gathering a small group of users to test
out the buyer assistant
a. To test your Buyer Assistant bot from a team member’s perspective, go to App Launcher and then open the Lightning Sales
Console app. From the utility bar, select Omni-Channel and then change your status to Online. After you click the chat button
in the next step, verify that you receive a chat request in Sales Console.
b. To test your bot from your customer’s perspective, open another window or tab and navigate to your website. To start the chat,
click the chat button. From the menu, select Connect with Sales and then enter the requested information.

Gather Customer Information Using Pre-Chat

Add custom fields to your pre-chat form to store your chatting customer’s local and time zone information. Then you can auto-fill
these hidden pre-chat fields when the conversation begins.

SEE ALSO:
Considerations and Limitations for Messaging for In-App and Web
Presence Status Settings
Lightning Sales Console

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Sales Productivity Automate Sales Outreach with a Buyer Assistant

Gather Customer Information Using Pre-Chat

Add custom fields to your pre-chat form to store your chatting customer’s local and time zone
EDITIONS
information. Then you can auto-fill these hidden pre-chat fields when the conversation begins.
1. Create custom parameters for your pre-chat form. Available in: Lightning
Experience
a. From Setup, in the Quick Find box, enter Messaging Settings, and then select
Messaging Settings. Then click Buyer Assistant Messaging Channel. Available with Sales Cloud
b. Create a custom parameter that stores your customer’s locale. Save your changes and then in Performance and
create another custom parameter that stores your customer’s time zone. Save your changes. Unlimited Editions
For both parameters, be sure to match the parameter name and channel variable name. Available with Sales
Engagement, which is
2. Add hidden fields to your pre-chat form. available in Performance
a. From Setup, in the Quick Find box, enter Embedded Service Deployments, and and Unlimited Editions, and
then select Embedded Service Deployments. for an extra cost in
Professional and Enterprise
b. Open the Buyer Assistant embedded service deployment, and then click Edit Pre-Chat.
Editions
c. Under Hidden Pre-Chat Fields, select the custom parameters you created. Then save and
publish your changes.
USER PERMISSIONS
3. Add custom fields to your messaging session object.
To customize pre-chat:
a. From Setup, in Object Manager, select the Messaging Session object. • Customize Application
b. From the Fields & Relationships tab, create a custom field for your customer’s locale. Then AND
create another custom field for your customer’s time zone. Modify Metadata
Through Metadata API
4. Map the hidden pre-chat fields to flow variables in the Buyer Assistant - Route to Bot flow.
Functions
a. From the Buyer Assistant Messaging Channel settings, create a parameter-mapping variable
for your customer’s locale. Save your changes, and then create another variable for your
customer’s time zone. For both variables, add a flow variable name that describes the action. Save your changes.
b. From Setup, in the Quick Find box, enter Flows, and then select Flows. Find and select Buyer Assistant - Route to Bot from
the list.
c. Add an input variable for each pre-chat field. The API Name must be identical to the Flow Variable Name from Parameter
Mappings. The Data Type must be set to Text. And the variable must be available for input.
d. Create an Update Records element in the flow after the Route Work element. Name the element Update Messaging Session.
Make sure that the element identifies records based on conditions and set fields individually. For the object type, select Messaging
Session, filter based on the recordId value, and enter each pre-chat field and its corresponding flow variable name. Then click
Done.
e. Save your changes and activate the flow.

5. Create and map bot context variables to the custom object fields.
a. Navigate to your Buyer Assistant bot. From the Bot Builder menu, select Variables.
b. Create context variables that match the custom Messaging Session fields you created. For the data type, select Text. Save your
changes.
c. To map your custom context bot variables to the custom fields on the Messaging Session object, in the Variables list view, click
your customer locale context variable.
d. Create a context variable mapping. For the connection type, select Embedded Messaging. And for the field name, select
Messaging Session.

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Sales Productivity Salesforce Meetings

e. Save your changes and repeat the mapping steps for the time zone context variable. Then activate your bot.

Next, create a messaging channel and connect it to your website. Then embed your bot on your website and add code that collects
data for your pre-chat fields.

SEE ALSO:
Customize Pre-Chat for Messaging for In-App and Web
Map Pre-Chat Values in Omni-Channel Flow
Use Pre-Chat with an Enhanced Bot

Salesforce Meetings
Salesforce Meetings is a set of tools to enhance sales reps’ interactions with prospects and customers.
EDITIONS
Reps can ensure everyone is aligned before a meeting starts by seeing valuable meeting information
with Meeting Digest. Available in: Lightning
Make Every Conversation Count with Salesforce Meetings (English Only) Experience

Note: Salesforce Meetings features are available in Lightning Experience on desktop only. Available with Sales Cloud
in: all editions

Get Started with Salesforce Meetings

Get your sales teams started with Salesforce Meetings. We recommend using an activity sync solution such as Einstein Activity
Capture.
Meeting Preparation and Follow-Up with Meeting Digest
Use the features in Meeting Digest, which is part of Salesforce Meetings, to prepare yourself and your teammates before a meeting
or event. A little preparation helps to ensure that you’ve set the correct agenda and the right people are attending, which leads to
more productive conversations.

SEE ALSO:
Events and Calendars

Get Started with Salesforce Meetings

Get your sales teams started with Salesforce Meetings. We recommend using an activity sync
EDITIONS
solution such as Einstein Activity Capture.
Available in: Lightning
Review the Sync Recommendations and Features for Salesforce Meetings Experience
To use Salesforce Meetings, we recommend using an activity sync solution such as Einstein Available with Sales Cloud
Activity Capture. The Salesforce Meetings features that are available to sales reps depend on in: all editions
which sync product is used.
Use Einstein Activity Capture with Salesforce Meetings
When you use Einstein Activity Capture to sync events from Microsoft or Google calendar applications to Salesforce, the Meeting
Digest shows more details that help sales reps prepare for meetings. For example, on synced events, reps see job level and role
information for attendees. And insights about the event provide notifications and recommended actions about the meeting.

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Sales Productivity Get Started with Salesforce Meetings

Prepare to Use Salesforce Meetings

Let sales reps get more out of their interactions with prospects and customers. Use Salesforce Meetings to give reps access to Meeting
Digest, which provides an enhanced event layout.

SEE ALSO:
Salesforce Meetings
Einstein Activity Capture

Review the Sync Recommendations and Features for Salesforce Meetings

To use Salesforce Meetings, we recommend using an activity sync solution such as Einstein Activity
EDITIONS
Capture. The Salesforce Meetings features that are available to sales reps depend on which sync
product is used. Available in: Lightning
We recommend that you enable Einstein Activity Capture because it offers the most comprehensive Experience
meeting and event information when events are synced to Salesforce.
Available with Sales Cloud
Review the Salesforce Meetings features included with each activity sync solution. in: all editions

Einstein Einstein Lightning Salesforce Third- No Sync

Activity Activity Sync for Party Solution
Capture Capture Outlook Sync
with Event without Solution
Sync Event
Sync
Meeting
Digest tab
shown on
the event
record page

Attendee
list

Attendee
RSVP status

Enhanced
job level
and role
classifications
for
attendees

Related
record
details

Activity
timeline

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Sales Productivity Get Started with Salesforce Meetings

Einstein Einstein Lightning Sync Salesforce for Third- Party No Sync

Activity Activity Outlook Sync Solution Solution
Capture with Capture
Event Sync without Event
Sync
Activity timeline
event filtering

Event insights

Associated
Documents in
Quip, if Quip is
enabled

Meeting Digest
available in the
Microsoft Teams
Integration

Access to Zoom
Integration
features

SEE ALSO:
Use Einstein Activity Capture with Salesforce Meetings
Zoom Integration

Use Einstein Activity Capture with Salesforce Meetings

When you use Einstein Activity Capture to sync events from Microsoft or Google calendar applications
EDITIONS
to Salesforce, the Meeting Digest shows more details that help sales reps prepare for meetings. For
example, on synced events, reps see job level and role information for attendees. And insights about Available in: Lightning
the event provide notifications and recommended actions about the meeting. Experience
1. Follow the basic steps to set up Einstein Activity Capture.
Available with Sales Cloud
2. To get the most out of Salesforce Meetings, make sure that: in: all editions
• Meeting users have access to Einstein Activity Capture.
• Meetings users are assigned to an Einstein Activity Capture configuration.
• The Einstein Activity Capture configuration has events enabled, and event data is either moving in both directions or from the
connected account to Salesforce.

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Sales Productivity Meeting Preparation and Follow-Up with Meeting Digest

Einstein Activity Capture includes more functionality that Salesforce Meetings users have access to. For example, email and events are
captured from Microsoft or Google accounts and added to the activity timeline of related Salesforce records. Take some time to learn
about how Einstein Activity Capture works.

SEE ALSO:
Einstein Activity Capture
Review the Sync Recommendations and Features for Salesforce Meetings
Meeting Preparation and Follow-Up with Meeting Digest

Prepare to Use Salesforce Meetings

Let sales reps get more out of their interactions with prospects and customers. Use Salesforce
EDITIONS
Meetings to give reps access to Meeting Digest, which provides an enhanced event layout.
Before using Salesforce Meetings, we recommend that you use an activity sync product such as Available in: Lightning
Einstein Activity Capture. Experience
1. From Setup, enter Meetings in the Quick Find box, and then select Settings. Available with Sales Cloud
2. Review the sync recommendations. in: all editions

3. Confirm that the event page layout has the right components for your reps.
USER PERMISSIONS
The default event layout includes the Meeting Digest and a column to add other components.
If you customized the event layout, use Lightning App Builder to add the Meeting Digest To create and save Lightning
component to a tab or wide area on the page. pages in the Lightning App
Builder:
Tip: In addition to the Meeting Digest tab, the event record layout includes the Associated • Customize Application
Documents component. For reps to see that component, make sure Quip is set up. To view Lightning pages in
the Lightning App Builder:
SEE ALSO: • View Setup and
Configuration
Lightning App Builder
Quip in Salesforce

Meeting Preparation and Follow-Up with Meeting Digest

Use the features in Meeting Digest, which is part of Salesforce Meetings, to prepare yourself and
EDITIONS
your teammates before a meeting or event. A little preparation helps to ensure that you’ve set the
correct agenda and the right people are attending, which leads to more productive conversations. Available in: Lightning
Make Every Conversation Count with Salesforce Meetings (English Only) Experience

With Salesforce Meetings, you see the Meeting Digest tab on the event detail record. Use the features Available with Sales Cloud
on the tab to prepare for the meeting. in: all editions

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Sales Productivity Meeting Preparation and Follow-Up with Meeting Digest

This screenshot shows Meeting Digest with Einstein Activity Capture enabled.

See Who’s Planning to Attend (1)

Use the attendee list to determine if the right stakeholders are invited to the meeting and plan to attend. For leads, contacts, and users
in your organization, the attendee’s entry in the list includes details about their title and role if the Salesforce record includes those details.
If your company uses Einstein Activity Capture to sync events, all Salesforce Meetings users see an enhanced attendee list for synced
events. For each attendee, the list includes a job level and role indicator based on the attendee’s title. From the attendee list, you can
determine who’s RSVP’d for the meeting. You can also add record information and create contact or lead records for attendees who
don’t have a matching Salesforce record.

Get Quick Updates and Recommendations About the Meeting (2)

If your company uses Einstein Activity Capture to sync events, the event organizer sees helpful notifications and recommended actions
about synced events. For example, we remind you if attendees haven’t responded, and provide recommended actions such as to follow
up or reschedule the meeting. We also alert you about high priority cases and outstanding requests so you can address those issues
during your meeting. Check here 48 hours before the start of the meeting for insights about the event. Follow-up actions are shown for
7 days after the event.

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Sales Productivity Meeting Preparation and Follow-Up with Meeting Digest

After the event ends, the insights change to include helpful links to schedule follow-up meetings, send emails, and notify the people
about pending requests.

Review Related Record Details (3)

See a compact view of the related record, including key fields set on the compact layout. If the related record's object has an active Path
defined, you can access the Guidance for Success for each path stage. From the Meeting Digest, mark stages as complete or revert to a
previous stage, and add next steps as your conversations take place.

Learn About Past Interactions (4)

Use the activity timeline to understand how you and other team members have engaged with the prospect or customer. For events
synced using Einstein Activity Capture, before the meeting starts the timeline is filtered to only include emails associated with the
attendees if:
• The meeting is in the future.
• There are 10 or fewer attendees.
• At least one attendee is outside your organization.

Note: In the filtered view, emails in the activity timeline aren't threaded.

Associate Documents and Take Notes (5)

If your Salesforce admin has set up and connected Quip, you can review any documents in Quip associated with the event’s related
records. Depending on your permissions, you can collaborate in existing documents and add new related documents.

Meeting Digest Troubleshooting

If you run into problems with Meeting Digest, such as not seeing the Meeting Digest tab or discovering that the meeting information
is out of date, review our troubleshooting information.

SEE ALSO:
Organize Content with the Quip Associated Documents Component
Quip in Salesforce

Meeting Digest Troubleshooting

If you run into problems with Meeting Digest, such as not seeing the Meeting Digest tab or
EDITIONS
discovering that the meeting information is out of date, review our troubleshooting information.
The Meeting Digest tab isn’t available on event records. Available in: Lightning
Experience
• If you haven’t customized the event page layout, Salesforce uses the Salesforce Meetings default
event layout, which includes Meeting Digest and a column to add other components. If you Available with Sales Cloud
customized the event layout, use the Lightning App Builder to add Meeting Digest to a tab or in: all editions
wide area on the page.
Synced events show out-of-date information in the Meeting Digest.

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Sales Productivity Integration with Microsoft Teams

• If the meeting owner changes the event date in Outlook or Gmail, Salesforce must resync the event to get the latest meeting
information. While the resync is taking place, you see a message indicating that the information in the Meeting Digest tab is out of
date. Refresh the page or check back later. When the message clears, you know you have the latest information.
• We do everything we can to keep systems up and running smoothly. However, if there’s a Salesforce server connectivity issue, we
can’t get the latest information about a synced meeting. Check trust.salesforce.com for outage statuses, and check the event record
later. When the message clears, you know you have the latest meeting information.
Attendees aren’t included on some events.
• If an event is manually logged from Outlook or Gmail integrations, the attendee list isn’t included in the event record created in
Salesforce. You see only the organizer of the event. When you log an event manually, it’s considered a snapshot in time. To ensure
you aren’t seeing old data, the attendee list isn’t included in manually logged events.
• If an event is logged from Inbox mobile, the attendee list is only included if the user chose to manually enter the invitees when
logging the event. However, their RSVP status is set to No Response. The actual attendee list from the Outlook or Gmail event isn’t
included in the event record. For events logged from Inbox mobile, the user who logged the event is always listed as the organizer.
The activity timeline in Meeting Digest looks different than on the related record.
• The activity timeline for activities synced with Einstein Activity Capture is filtered to show only the emails related to the event or the
event attendees. Use the filter options to show more activities.
The organizer in meetings synced from a Teams account isn’t correct
• If a Microsoft Teams channel is added to an event synced from Microsoft Teams, the organizer listed in the synced event in Salesforce
Meetings changes to the channel owner.

Integration with Microsoft Teams

Integrate Salesforce with Microsoft Teams to bring Salesforce data directly to Teams users on their
EDITIONS
desktop and mobile devices. Teams participants can mention Salesforce records directly in chats
or channels in Teams to provide information about a contact, lead, opportunity, account, or case. Available in: Lightning
Teams channel members with Salesforce access can view more record details without leaving Experience
Teams.
Available with Sales Cloud
Note: The Salesforce integration with Microsoft Teams isn’t intended for transmitting and Service Cloud in:
Protected Health Information (PHI). Enterprise, Performance,
and Unlimited Editions
Integration with Microsoft Teams System Requirements
The integration with Teams is available in the Teams desktop app, on the web, and in Teams
mobile. Make sure that your system and mobile devices meet the integration requirements.
Integration with Microsoft Teams Features
The Salesforce integration with Microsoft Teams lets team members mention and interact with Salesforce records directly in desktop
and mobile versions of Microsoft Teams. Review the features available in each environment.
Set Up the Salesforce Integration with Microsoft Teams
To integrate Salesforce with Microsoft Teams, complete the required Salesforce setup. Work with your Teams administrator to ensure
that Teams is configured correctly so users can access the Salesforce app in Teams.
Manage the Salesforce Integration with Teams
As your reps use the integration with Teams, entries about their login attempts and OAuth sessions are made in Salesforce. User
mappings are created so users stay logged in to Salesforce from within Teams. Use the Salesforce pages described in this section to
view who has accessed the integration and to manage their access.

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Sales Productivity Integration with Microsoft Teams System Requirements

Use the Integration for Microsoft Teams

After the integration is enabled and configured, users with the correct user permissions can access the Salesforce app in Teams. Use
the app to mention Salesforce records in conversations, preview and edit records other channel members mention, and pin Salesforce
records for easy access in a channel or meeting. Take advantage of Salesforce Meetings from Teams to review event details, meeting
insights, and prepare for meetings.

Integration with Microsoft Teams System Requirements

The integration with Teams is available in the Teams desktop app, on the web, and in Teams mobile.
EDITIONS
Make sure that your system and mobile devices meet the integration requirements.

Note: The Salesforce integration with Microsoft Teams isn’t intended for transmitting Available in: Lightning
Protected Health Information (PHI). Experience

Available with Sales Cloud

What Details and Requirements and Service Cloud in:
Enterprise, Performance,
Browser If users access Teams through a browser on desktop, review the Microsoft
and Unlimited Editions
Teams documentation for browser requirements. The Salesforce app doesn’t
support Internet Explorer 11 and the Teams browser version isn’t supported
on mobile devices.

Mobile If users access Teams on their mobile device, we recommend using the latest
Teams mobile app available. Review the requirements for the Teams mobile
app in the store listing for the app:
• App Store (Apple devices)
• Google Play Store (Android devices)

Other • The Salesforce integration with Microsoft Teams isn't available in Microsoft
Office 365 Government GCC or GCC High environments.
• The integration doesn’t support custom compact layouts for the Account,
Contact, Lead, Opportunity, and Case objects. Use the default, provided
compact layout for these objects instead.

SEE ALSO:
External Link: Limits and specifications for Microsoft Teams

Integration with Microsoft Teams Features

The Salesforce integration with Microsoft Teams lets team members mention and interact with
EDITIONS
Salesforce records directly in desktop and mobile versions of Microsoft Teams. Review the features
available in each environment. Available in: Lightning
Experience

Available with Sales Cloud

and Service Cloud in:
Enterprise, Performance,
and Unlimited Editions

195
Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Feature Teams on Desktop and in Browsers Teams on Mobile

Pin a Salesforce record as a tab in Teams
channels and meetings

Pin a Meeting Digest as a tab in Teams

channels and meetings
(desktop only)

View details on a Salesforce record pinned

as a tab, including Details, Activity Timeline,
(desktop only) (opens in Salesforce mobile)
Related Lists, and Chatter

View details on a Meeting Digest pinned as

a tab

Edit Salesforce record details

(opens in Salesforce mobile)

Use the Teams chat feed on a Salesforce

record pinned as a tab*

Mention a Salesforce record in Teams

channels or chat conversations
(Android devices only)

Preview a Salesforce record that was

mentioned in a conversation

*Microsoft doesn’t support Teams chat feeds on pinned tabs in Teams mobile.

Set Up the Salesforce Integration with Microsoft Teams

To integrate Salesforce with Microsoft Teams, complete the required Salesforce setup. Work with
EDITIONS
your Teams administrator to ensure that Teams is configured correctly so users can access the
Salesforce app in Teams. Available in: Lightning
Experience
Considerations for Setting Up the Integration with Teams
Available with Sales Cloud
Before setting up the Salesforce integration with Teams, review these considerations about the and Service Cloud in:
application. Enterprise, Performance,
Configure the Integration with Microsoft Teams in Salesforce and Unlimited Editions
Turn on the integration with Teams in Salesforce. Then users with the User for Teams Integration
permission can access Salesforce data and mention Salesforce records in their Teams
conversations.
Provision the Integration in Microsoft Teams
After the setup is complete in Salesforce, work with your Microsoft Teams administrator to ensure that the Teams environment is
set up correctly. The Salesforce app provides the integration features within the Teams interfaces. The app permission policies
maintained in the Microsoft Teams admin center determine which apps users can install. Those policies also determine which apps
users can pin to the Teams app bar in their desktop and mobile clients can pin within their teams.

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Integration for Microsoft Teams Cookies

The integration with Microsoft Teams uses cookies to establish and identify unique user sessions for increased security.

Considerations for Setting Up the Integration with Teams

Before setting up the Salesforce integration with Teams, review these considerations about the
EDITIONS
application.
Familiarity with certain characteristics of the integration process can set you up for success. Available in: Lightning
Experience
• The integration features are available in an app in Teams called Salesforce. The Salesforce app
is accessible only from Teams apps. There isn’t a separate install file for the integration. Available with Sales Cloud
• The integration requires Salesforce setup and Teams setup to ensure that users can access to and Service Cloud in:
the Salesforce app in Teams. Enterprise, Performance,
and Unlimited Editions
• When you turn on the integration, this setup happens automatically. Both are required for the
integration.
– A site name https://*.scrt.sfdc.sh is added in the Cross-Origin Resource Sharing (CORS) list in Salesforce. This site is specific to
your org and is required to create the preview cards available in Teams when a Salesforce record is mentioned.
– The Salesforce integration with Microsoft Teams app is added in the Connected Apps OAuth list in Salesforce setup. The integration
honors OAuth settings such as IP restrictions and session durations configured in the policies for the connected app. Learn more
about connected apps and their policies in Salesforce Help.

• When a Teams user mentions a record in Teams, the component that displays the record uses that user’s Salesforce language and
locale settings. Other users see the mentioned record in the language of the person who mentioned the record.
• The integration doesn’t support custom compact layouts for the Account, Contact, Lead, Opportunity, and Case objects. Use the
default, provided compact layout for these objects instead.
• The Teams integration runs on SCRT2, which is hosted on Hyperforce. Hyperforce documentation applies as listed on the Trust and
Compliance page.

SEE ALSO:
Configure the Integration with Microsoft Teams in Salesforce
Provision the Integration in Microsoft Teams
Trust and Compliance Documentation

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Configure the Integration with Microsoft Teams in Salesforce

Turn on the integration with Teams in Salesforce. Then users with the User for Teams Integration
EDITIONS
permission can access Salesforce data and mention Salesforce records in their Teams conversations.
1. From Salesforce Setup, in the Quick Find box, enter Teams, and then select Teams Integration. Available in: Lightning
Experience
2. Turn on Let users access Teams Integration features.
3. Read and acknowledge the agreement. Available with Sales Cloud
and Service Cloud in:
4. Select Assign Permission Set, and assign the User for Teams Integration permission set to users Enterprise, Performance,
who need access to Salesforce in Teams. and Unlimited Editions
5. Select how much Salesforce data to include when a user shares a Salesforce record anywhere
in Teams.
USER PERMISSIONS
Option Description
To turn on the app and
Show When a rep mentions a record in a conversation, the conversation shows only information aboutdata
select the object
sharing:type mentioned. Users
the with Salesforce access can preview more record details in Teams. Users without Salesforce access see only
• Modify Allthat
Dataa record was mentioned
object and its type, such as contact, opportunity, lead, account, or case. To set user permissions:
type Users see a card with limited information when they mention a record in a channel. • Assign Permission Sets
only

Show When a rep mentions a record in a conversation, the conversation shows only information about the object type mentioned. Users
the with Salesforce access can preview more record details in Teams. Users without Salesforce access see only that a record was mentioned
object and its type, such as contact, opportunity, lead, account, or case.
type After users select Preview Record, they see different amounts of information based on their Salesforce permissions.
only

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Option Description

Show When a rep mentions a record, the record’s compact layout shows in the conversation, even to users who don’t have Salesforce
record access. This option provides the most insight into the record shown and is best for collaboration within Teams. However, ensure
summary that the structure of your compact layouts and the data included are appropriate for all members of a Teams channel to see.
When a user mentions a record, all channel members see an adaptive card with record details. Details shown on the adaptive card
are stored in your company’s Office 365 Teams storage.

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Option Description

After users who have a Salesforce license select View in Salesforce, they see the record detail page in Salesforce with any information
available to them based on their permissions.

After users who don’t have a Salesforce license select View in Salesforce, they see a login page. They can’t view any additional
Salesforce records’ details without acquiring a login.

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Some fields aren’t displayed in Teams adaptive cards when the integration is configured for record mentions in a compact layout.
• All empty fields
• Address and rich text fields in the compact layout
• The PhotoUrl field on contacts and leads

6. Work with your Teams administrator to provision the integration in the Teams application.

SEE ALSO:
Permission Sets
Provision the Integration in Microsoft Teams

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Sales Productivity Set Up the Salesforce Integration with Microsoft Teams

Provision the Integration in Microsoft Teams

After the setup is complete in Salesforce, work with your Microsoft Teams administrator to ensure
EDITIONS
that the Teams environment is set up correctly. The Salesforce app provides the integration features
within the Teams interfaces. The app permission policies maintained in the Microsoft Teams admin Available in: Lightning
center determine which apps users can install. Those policies also determine which apps users can Experience
pin to the Teams app bar in their desktop and mobile clients can pin within their teams.
Available with Sales Cloud
To ensure that users can access the Salesforce app in Teams, work with your Teams administrator
and Service Cloud in:
to add the Salesforce app to the Teams permission policies. In the Microsoft Teams admin center, Enterprise, Performance,
add the Salesforce app to the global app permission policy or any custom policies assigned to users and Unlimited Editions
who need the app.

SEE ALSO:
External Link: Manage your apps in the Microsoft Teams admin center

Integration for Microsoft Teams Cookies

The integration with Microsoft Teams uses cookies to establish and identify unique user sessions
EDITIONS
for increased security.
The integration uses cookies to maintain data access during a session. Available in: Lightning
Experience
The following table describes the cookies that Salesforce collects for the integration. These cookies
are required for the app to work correctly. Available with Sales Cloud
and Service Cloud in:
Cookie Name Duration Cookie Type Description Enterprise, Performance,
and Unlimited Editions
sessionId Session Required Identifies a user’s unique
session of the app for
login, authentication, and
data purposes. Each time
a user logs in, a different
session ID is created so
information is stored and
passed between the client
and server for that session
only.

sessionId-legacy Session Required (in older clients Used if a client or browser

and browsers only) doesn’t support
SameSite=None and
Secure attributes together.
If those attributes are
supported, the integration
uses sessionId instead.
Identifies a user’s unique
session of the app for
login, authentication, and
data purposes. Each time
a user logs in, a different

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Sales Productivity Manage the Salesforce Integration with Teams

Cookie Name Duration Cookie Type Description

session ID is created so information
is stored and passed between the
client and server for that session only.

Manage the Salesforce Integration with Teams

As your reps use the integration with Teams, entries about their login attempts and OAuth sessions
EDITIONS
are made in Salesforce. User mappings are created so users stay logged in to Salesforce from within
Teams. Use the Salesforce pages described in this section to view who has accessed the integration Available in: Lightning
and to manage their access. Experience

Available with Sales Cloud

View Who Accessed the Integration with Teams and Service Cloud in:
Each time a user logs in to Salesforce from Microsoft Teams, their login attempt is added to the Enterprise, Performance,
Login History page in Salesforce setup. Use the login history to monitor all login attempts from and Unlimited Editions
Teams to Salesforce.
Manage User Access to the Integration with Teams
The first time a user logs in to Salesforce from Teams, they’re prompted to accept access levels that the integration requests. These
levels are required to send data securely between Salesforce and Teams. Accepting the levels creates a user mapping that you can
manage in the Connected Apps Oauth Usage page in Salesforce setup.
Troubleshoot Access to Salesforce from Microsoft Teams
Logging in to and authenticating with Salesforce requires that the integration with Teams is on and that users have the correct
permissions. Review the potential reasons why Teams users can’t log in to Salesforce from within Teams.

View Who Accessed the Integration with Teams

Each time a user logs in to Salesforce from Microsoft Teams, their login attempt is added to the
EDITIONS
Login History page in Salesforce setup. Use the login history to monitor all login attempts from
Teams to Salesforce. Available in: Lightning
Experience
SEE ALSO:
Available with Sales Cloud
Monitor Login History and Service Cloud in:
Enterprise, Performance,
and Unlimited Editions

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Sales Productivity Manage the Salesforce Integration with Teams

Manage User Access to the Integration with Teams

The first time a user logs in to Salesforce from Teams, they’re prompted to accept access levels that
EDITIONS
the integration requests. These levels are required to send data securely between Salesforce and
Teams. Accepting the levels creates a user mapping that you can manage in the Connected Apps Available in: Lightning
Oauth Usage page in Salesforce setup. Experience
The user mapping created when a user logs in means that a user can avoid logging in each time
Available with Sales Cloud
they interact with Salesforce. The integration respects the application timeout settings in Salesforce
and Service Cloud in:
and honors the other OAuth settings for the connected app. If a user’s Salesforce session expires, Enterprise, Performance,
they’re also logged out of Salesforce within Teams. When a user logs out, the user mapping is and Unlimited Editions
removed. The user is prompted to log in again the next time they access the app.

SEE ALSO:
Manage Access to a Connected App

Troubleshoot Access to Salesforce from Microsoft Teams

Logging in to and authenticating with Salesforce requires that the integration with Teams is on
EDITIONS
and that users have the correct permissions. Review the potential reasons why Teams users can’t
log in to Salesforce from within Teams. Available in: Lightning
If a user receives an error logging in to Salesforce, verify that: Experience
• Your org is running Enterprise, Performance, or Unlimited Editions, and that the Salesforce Available with Sales Cloud
integration with Teams is enabled. and Service Cloud in:
• The Teams user also has a Salesforce user account. Depending on your Teams policy settings, Enterprise, Performance,
Teams users can install the Salesforce app on their own. However, users need a Salesforce user and Unlimited Editions
account and login credentials to preview and mention records.
• The user has the User for Teams Integration permission set assigned in Salesforce, which gives
them access to the Salesforce features in Teams.
• The http://*.salesforce-scrt.com site is listed on the cross-origin resource sharing (CORS) page in Salesforce setup. The listing specific
to your org is added automatically when you enable the integration. If the listing is deleted but the integration is still enabled, users
receive an error in Teams when trying to log in to Salesforce.
• Verify that the Salesforce integration with Microsoft Teams app is listed in the Connected App in Salesforce setup and that access
isn’t blocked. If the app is deleted or blocked but integration is still enabled, users receive an error in Teams. The integration honors
OAuth settings such as IP restrictions and session durations configured for the connected.
If a Teams user doesn’t see the Salesforce app as an option in Teams, work with the Teams administrator to verify that the app permission
policies in Teams are set to allow access to the Salesforce app.

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Sales Productivity Use the Integration for Microsoft Teams

Use the Integration for Microsoft Teams

After the integration is enabled and configured, users with the correct user permissions can access
EDITIONS
the Salesforce app in Teams. Use the app to mention Salesforce records in conversations, preview
and edit records other channel members mention, and pin Salesforce records for easy access in a Available in: Lightning
channel or meeting. Take advantage of Salesforce Meetings from Teams to review event details, Experience
meeting insights, and prepare for meetings.
Available with Sales Cloud
and Service Cloud in:
Get the Salesforce App for Microsoft Teams Enterprise, Performance,
To mention Salesforce records in Microsoft Teams, add the Salesforce app to the messaging and Unlimited Editions
area in Teams.
Add Salesforce Records as Custom Tabs in Microsoft Teams Channels and Meetings
Conversations in Microsoft Teams are fast-paced and grow as a feed. So mentions of Salesforce records can be lost in the details. For
quick access to a record’s details, add a Salesforce record as a tab in a Teams channel or meeting. Members can add collaboration
details in the record tab in desktop and web versions of Teams. The collaboration details from the tab are added to the channel or
meeting feed.
Mention Salesforce Records in Microsoft Teams Channels and Chats
To provide information about a Salesforce record in Microsoft Teams, mention the Salesforce record that applies to the conversation.
Other team members can review the record details without leaving Teams.
View and Edit Salesforce Records in Microsoft Teams
When a Salesforce record is added to a tab in Microsoft Teams, you can access the same record information that you see in Salesforce.
You can make edits to record details, view the record activity, interact with related records, and post to Chatter for the record. Your
changes and additions are saved to the record in Salesforce. The record information updates in the tab as changes are made in
Salesforce. If you’re in Salesforce or in Teams, you’re up to date on the latest record information.
Log Out of the Salesforce App in Teams
To disconnect your Salesforce account from Microsoft Teams, log out of the Salesforce App. You can’t share or view Salesforce records
while logged out.

Get the Salesforce App for Microsoft Teams

To mention Salesforce records in Microsoft Teams, add the Salesforce app to the messaging area
EDITIONS
in Teams.
1. From the desktop or web version of Microsoft Teams, select the More Options menu located Available in: Lightning
below the box you use to type messages. Experience

Available with Sales Cloud

and Service Cloud in:
Enterprise, Performance,
and Unlimited Editions

2. Search for Salesforce, and then add the app. After you do, a Salesforce icon is available in the
app toolbar. USER PERMISSIONS

Use the integration for

Teams
• User for Teams
Integration

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Sales Productivity Use the Integration for Microsoft Teams

Your Teams administrator maintains the policies for the apps available to you and the apps you can pin to the Teams messaging
bar. If you can’t find the Salesforce app, contact your Teams administrator for help.

Tip: After you add the app to the desktop or web version of Teams, the app is available in Teams on your mobile device.

Add Salesforce Records as Custom Tabs in Microsoft Teams Channels and Meetings
Conversations in Microsoft Teams are fast-paced and grow as a feed. So mentions of Salesforce
EDITIONS
records can be lost in the details. For quick access to a record’s details, add a Salesforce record as a
tab in a Teams channel or meeting. Members can add collaboration details in the record tab in Available in: Lightning
desktop and web versions of Teams. The collaboration details from the tab are added to the channel Experience
or meeting feed.
Available with Sales Cloud
Note: Adding Salesforce records as custom tabs is only available in the desktop and web and Service Cloud in:
versions of Teams. However, the custom tabs are viewable in mobile. Enterprise, Performance,
1. At the top of a Teams channel or meeting, click the + icon next the other tabs. and Unlimited Editions

2. Search for the Salesforce app.

USER PERMISSIONS
3. Search for and select the Salesforce record you want to add as a tab.
Use the integration for
Tip: To include a visual queue to other people in the conversation that you posted the
Teams
tab, select Post to the channel about this tab. Team members can click the mention
• User for Teams
to launch the tab from the conversation. Integration
4. Save your selections.
The tab is available to all members of the channel or meeting. Depending on Salesforce admin settings for your org, the tab name is the
record type, such as Salesforce Opportunity, or the record’s name.

Mention Salesforce Records in Microsoft Teams Channels and Chats

To provide information about a Salesforce record in Microsoft Teams, mention the Salesforce record
EDITIONS
that applies to the conversation. Other team members can review the record details without leaving
Teams. Available in: Lightning
1. In a Teams channel or chat, select the icon to open the Salesforce app. Experience
If you have many apps pinned for messaging, click or tap the more options menu, and then Available with Sales Cloud
search for Salesforce. If you still can’t find the app, contact your Teams administrator for help. and Service Cloud in:
Enterprise, Performance,
Tip: In Teams on desktop or the web, you can also type @salesforce in the mention box
and Unlimited Editions
to find and open the Salesforce app.

2. Search for the record you want to mention, and select Mention Record. USER PERMISSIONS
3. Add any additional text to your message, and press Enter to add it to the conversation.
Use the integration for
Depending on the Salesforce settings, users see information about the record or a message that a Teams
Salesforce record was shared with the option to preview the record. • User for Teams
Integration

206
Sales Productivity Use the Integration for Microsoft Teams

View and Edit Salesforce Records in Microsoft Teams

When a Salesforce record is added to a tab in Microsoft Teams, you can access the same record
EDITIONS
information that you see in Salesforce. You can make edits to record details, view the record activity,
interact with related records, and post to Chatter for the record. Your changes and additions are Available in: Lightning
saved to the record in Salesforce. The record information updates in the tab as changes are made Experience
in Salesforce. If you’re in Salesforce or in Teams, you’re up to date on the latest record information.
Available with Sales Cloud
From Teams on desktop and the web, (1) access the same record details that you do in Salesforce,
and Service Cloud in:
including custom fields. Use the tabs to view and edit details, keep up with Chatter posts, view the Enterprise, Performance,
activity on the record, and view the related records. (2) Have a conversation about the record directly and Unlimited Editions
in the tab. (3) Any messages you post in the tab are also added to the channel feed.

Note: If you’re using the mobile versions of Teams, you’re taken to the Salesforce mobile app to preview details from Salesforce
records in custom tabs.

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Sales Productivity Email and Calendar Integrations

Log Out of the Salesforce App in Teams

To disconnect your Salesforce account from Microsoft Teams, log out of the Salesforce App. You
EDITIONS
can’t share or view Salesforce records while logged out.
1. From any version of Microsoft Teams, right-click the Salesforce icon located below the box you Available in: Lightning
use to type messages in chat or in channels. Experience

Available with Sales Cloud

and Service Cloud in:
Enterprise, Performance,
and Unlimited Editions

Your Teams administrator maintains the policies for the apps available to you and the apps you
can pin to the Teams messaging bar. If you can’t find the Salesforce app, contact your Teams USER PERMISSIONS
administrator for help.
Use the integration for
2. Select Settings, and then click Logout. Teams
• User for Teams
You can log in to the Salesforce app to share and view records again. Integration
Tip: You can also log out from custom record tabs. From the top of any custom Salesforce
record tab in Microsoft Teams, click the dropdown menu, and then select Settings.

Email and Calendar Integrations

You spend tons of time working prospects from your email and scheduling appointments from your calendar. After Salesforce admins
set up these integration products, you can get your Salesforce work done directly from your Microsoft or Google applications such as
Outlook, Gmail, and Google Calendar.

Get to Know the Tools Migrate from Legacy Products Learn About the Integrations

208
Sales Productivity Email and Calendar Integrations

Trailhead: Email and Calendar Integrations Lightning Sync Outlook

Explore Email and Calendar Integration Lightning Sync: Not Available for New Video: See the Outlook Integration in Action
Products Customers as of Winter ’21 (3:26)
Video: Introduction to Email and Calendar Video :Migrate from Lightning Sync to Trailhead: Outlook Integration
Integration Tools (6:35) Einstein Activity Capture (2:42) Gmail
Video: Connecting to Salesforce in Gmail Move from Lightning Sync to Einstein Video: See the Gmail Integration in Action
(3:21) Activity Capture (3:20)
Salesforce for Outlook Trailhead: Gmail and Google Calendar
Salesforce for Outlook Retirement Integration
Move from Salesforce for Outlook to the
Next-Generation Products

Plan Your Rollout Set Up and Use the Integration Learn About Einstein Activity Capture
Outlook Outlook What Does Einstein Activity Capture Do?
Outlook Integration System Requirements Turn On the Outlook Integration in Video: See Einstein Activity Capture in Action
Roles Required to Set Up the Outlook Salesforce (6:27)
Integration Deploy the Outlook Integration to Users Emails and Einstein Activity Capture on page
Microsoft Exchange Server Setup for the Gmail 382
Outlook Integration Turn On the Gmail Integration in Salesforce Events and Einstein Activity Capture on page
Gmail 385
Get the Salesforce Extension for Chrome on
Gmail Integration System Requirements page 268 Contacts and Einstein Activity Capture on
page 405
Outlook and Gmail Outlook and Gmail
Security Guide: Salesforce Email Integration Use the Outlook and Gmail Integrations
Extend the Outlook and Gmail Integrations
with Inbox

Plan Your Rollout Set Up and Use Einstein Activity Capture Analyze Your Activity Data
Einstein Activity Capture System Set Up Einstein Activity Capture on page 311 Video: Introduction to Activity Metrics (2:45)
Requirements on page 297 Use Einstein Activity Capture on page 352 Use Activity Metrics
Give Users Access to Einstein Activity Troubleshoot Einstein Activity Capture Setup Use the Activities Dashboard on page 422
Capture Issues on page 363 Create Activities Reports on Contacts and
Security Guide: Einstein Activity Capture Turn On Einstein Email Insights on page 348 Events
Considerations Before Setting Up Einstein Add Recommended Connections to
Activity Capture on page 301 Lightning Pages

209
Sales Productivity Explore Email and Calendar Integration Products

Explore Email and Calendar Integration Products

Salesforce provides several tools that integrate with Microsoft or Google email and calendar applications. If you’re using Salesforce
for Outlook or Lightning Sync, prepare for the move to a replacement product. Salesforce for Outlook is scheduled for full retirement
in June 2024.
Outlook and Gmail Integration on Desktop
Sales reps spend a good portion of their day working in their email, and switching back to Salesforce to get customer, prospect, and
opportunity information. Isn’t it time to use email and Salesforce together? The Salesforce integration with Outlook® and Gmail™
helps your reps manage their sales more efficiently. Your reps can view, edit, and add Salesforce records directly from their email,
and relate emails and events to Salesforce records.
Einstein Activity Capture
Let Einstein help keep data between Salesforce and your email and calendar applications up to date. Then you can get back to more
important things, like selling.
Salesforce Inbox
Inbox features increases sales reps’ productivity on every email message, whether they’re on the go or at their desk.
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.
Email Application Publisher Layouts
Salesforce admins can set up Outlook integration and Gmail integration users to create accounts, cases, leads, opportunities, and
custom objects directly from their email applications. Reps create records using actions menus, which you can 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
Einstein Activity Capture, Lightning Sync, Salesforce for Outlook, and Email to Salesforce let you integrate the work you do from your
email and calendar applications with Salesforce. Microsoft or Google items that aren’t automatically associated with Salesforce
records appear in My Unresolved Items. Sales reps can review the unresolved items and associate them manually.
Salesforce for Outlook (Retiring)
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.
Salesforce for Outlook is scheduled for full retirement in June 2024.
Extended Mail Merge
With Extended Mail Merge, you can merge data from your Salesforce accounts, contacts, leads, cases. opportunities, and custom
objects into Microsoft Word documents. The documents can be made into form letters, envelopes, labels, or any Word document
that you want to personalize for recipients. You can generate documents one at a time, or generate documents in bulk using mass
mail merge.

Explore Email and Calendar Integration Products

Salesforce provides several tools that integrate with Microsoft or Google email and calendar applications. If you’re using Salesforce for
Outlook or Lightning Sync, prepare for the move to a replacement product. Salesforce for Outlook is scheduled for full retirement in June
2024.

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Sales Productivity Explore Email and Calendar Integration Products

Get to Know Our Integration Options

Outlook or Gmail Integration
Use the Outlook or Gmail integration to access Salesforce features and create Salesforce records in your email and calendar applications.
A side panel shows Salesforce records that match an address in open emails or events. Sales reps can also manually relate emails,
events, and contacts to Salesforce records without leaving their email or calendar application. Save your reps time and maintain
consistent messaging for customers by using Lightning or Salesforce Classic email templates with the integration. Learn more about
Outlook and Gmail integration features.
Einstein Activity Capture
Einstein Activity Capture works with Microsoft and Gmail to keep data between Salesforce and your email and calendar applications
up to date. Emails and events that sales reps send and receive are automatically added to the activity timeline of related Salesforce
records. Events and contacts are automatically kept in sync between connected accounts and Salesforce. For details, see What Does
Einstein Activity Capture Do?.
Inbox
You can add Inbox, a productivity-boosting tool, to the Outlook or Gmail integration. Give reps access to features that let them insert
availability for meetings, track when emails are opened, and schedule when to send emails. An Inbox license unlocks Inbox features
in the Outlook integration, Gmail integration, and Lightning Experience and also provides access to the Inbox mobile app. See the
features available in each environment and explore ways to extend the Outlook or Gmail integration with Inbox.
Send Email Through Gmail or Office 365
If you don’t have Einstein Activity Capture or Inbox, your reps can still send emails from Salesforce through connected Gmail or
Microsoft accounts. With Send Email Through Gmail or Office 365, users can write their emails in Lightning Experience and send
them through their connected account. Emails sent from Salesforce look like they were sent from Gmail or Office 365, and they’re
marked as sent in your reps’ email application. See Considerations for Send Email Through Gmail™ or Office 365™ to make sure that
Send Email Through Gmail or Office 365 is right for you.

Replace Salesforce for Outlook or Lightning Sync

If you’re using Salesforce for Outlook or Lightning Sync, now is a great time to consider moving to next-generation products. In Summer
’21, the Salesforce for Outlook side panel action menu was retired. In the Winter ’21 release, Lightning Sync became unavailable to new
Salesforce customers. Find out how you can replace your reps’ favorite features with our next-generation products.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
Contact and event sync
Einstein Activity Capture syncs contacts and events between Microsoft or Google applications and Salesforce. Plus, it offers new
productivity-boosting features for sales reps. Compare features and application support for Lightning Sync and Einstein Activity
Capture.
Side panel
Sales reps can use the side panel in Outlook or Gmail integration to work with Salesforce records and features in their email and
calendar applications. If you purchase Inbox licenses, sales reps can access even more Salesforce productivity features using the side
panel.

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Sales Productivity Explore Email and Calendar Integration Products

We're here to help you and your sales reps prepare for a smooth transition. For more details on replacing Salesforce for Outlook, check
out our migration guide, Move from Salesforce for Outlook to the Next-Generation Products. Is your team migrating from Lightning
Sync? Get Ready to Move from Lightning Sync to Einstein Activity Capture.

SEE ALSO:
Outlook and Gmail Integration on Desktop
Einstein Activity Capture
Salesforce Inbox
Send Through Gmail or Office 365

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Sales Productivity Explore Email and Calendar Integration Products

Compare Einstein Activity Capture and Lightning Sync

Both Einstein Activity Capture and Lightning Sync help your sales reps stay productive by syncing
EDITIONS
your Microsoft® or Google contacts and events with Salesforce. Compare features and application
support to see which product is best for your company. Available in: Lightning
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Experience
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Available with Einstein
to Einstein Activity Capture, our long-term solution for syncing contacts and events between Activity Capture Standard,
Microsoft® or Google applications and Salesforce. which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Integrate Salesforce and Microsoft Applications Performance, and
Unlimited Editions
Feature or Requirement Einstein Activity Capture Lightning Sync
Available with Sales Cloud
Supported servers • Microsoft Exchange Online • Microsoft Exchange Online Einstein, which is available
with Office 365® with Office 365® in Performance and
Unlimited Editions, and
• Microsoft Exchange Server • Microsoft Exchange Server
available for an extra cost in
2019, 2016, or 2013 2019, 2016, or 2013
Enterprise Edition
• Exchange hybrid
deployments (supports Available with Inbox in Sales
capture functionality only) Cloud, which is included in
Starter, Performance and
Unlimited Editions and
Connection credentials Exchange 2019, 2016, and Exchange 2019, 2016, and
available for an extra cost in
2013: You can use a user-level 2013: Your Microsoft admin can
Professional and Enterprise
connection or provide provide credentials to a service
Editions. Inbox is also
credentials to a service account account in Salesforce that gives
available for an extra cost in
in Salesforce. Salesforce impersonation Service Cloud and Lightning
Exchange Online with Office access user-by-user. Platform.
365: You can choose a Exchange Online with Office
Available with Sales
user-level connection, an 365: You can grant an org-level
Engagement in Sales Cloud,
org-level connection, or a connection by giving Salesforce
which is included in
service account. access to your Exchange tenant Performance and Unlimited
See Connection Methods for using OAuth 2.0. A Salesforce Editions, and available for
Microsoft Exchange. admin or a Microsoft admin can an extra cost in Professional
provide tenant credentials to a and Enterprise Editions.
Microsoft site that admins are Sales Engagement is also
directed to from Salesforce. available for an extra cost in
See Choose and Configure a Service Cloud and Lightning
Method for Connecting to Platform.
Microsoft® Exchange on page Available with Revenue
557. Intelligence, which is
available for an extra cost in
Roles required to complete A setup flow guides Salesforce Exchange 2019, 2016, and Enterprise and Unlimited
setup admins through creating a 2013: Microsoft admins are Editions
configuration and defining required to complete an
settings. For some connection advanced setup from your
methods, Salesforce admins server environment. Next,

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Sales Productivity Explore Email and Calendar Integration Products

Feature or Requirement Einstein Activity Capture Lightning Sync

work with their Microsoft admins. For the Salesforce admins can enable features and
user-level connection method and users roll out Lightning Sync to users from
who have access to Inbox, users are Salesforce Setup.
responsible for connecting a Microsoft Exchange Online with Office 365: Salesforce
account to Salesforce. See Admin Setup for admins can complete setup from Salesforce
Einstein Activity Capture. with some minor guidance from Microsoft
admins.
See See the Big Picture for Setting Up
Lightning Sync for Microsoft® Exchange.

Supported Salesforce user interfaces • Lightning Experience • Lightning Experience

• Mobile supported for sync functionality • Salesforce Classic*
only • All versions of the Salesforce mobile app
*Some features not available in Salesforce
Classic.

Supported licenses Einstein Activity Capture Standard is With the purchase of Sales Cloud, Service
available to up to 100 users on the Standard Cloud, or Lightning Platform, Lightning Sync
Salesforce license with Sales Cloud supports users working from these Standard
purchase. To set up more than 100 users, licenses only.
one of the following add-on licenses is • Salesforce
required.
• Lightning Platform Salesforce Platform*
• Sales Cloud Einstein
• Lightning Platform - One App**
• Inbox
• Lightning Platform App Subscription
• Sales Engagement
*Does not include Lightning Platform Starter
• Revenue Intelligence or Lightning Platform Plus.
Users with Performance and Unlimited **Contact sync isn’t supported for Lightning
editions can access Einstein Activity Capture Sync customers working from the user
features without an add-on license. license Lightning Platform - One App.
Lightning Platform - One App doesn’t
include the Contacts object.

Supported editions • Essentials • Professional

• Professional • Enterprise
• Enterprise • Performance
• Performance • Unlimited
• Unlimited • Developer

Sync Syncs contacts and events, including: Syncs contacts and events, including:
• Event series (Lightning Experience and • Event series (Lightning Experience and
Salesforce app only) Salesforce app only)
• Private events • Private events

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Sales Productivity Explore Email and Calendar Integration Products

Feature or Requirement Einstein Activity Capture Lightning Sync

• Deleted events • Deleted events

Doesn’t automatically remove contacts that Doesn’t automatically remove contacts that
are deleted from the other calendar are deleted from the other calendar
application. application.

Sync directions • Exchange to Salesforce • Exchange to Salesforce

• Salesforce to Exchange • Salesforce to Exchange
• Both Ways • Both Ways

Configuration assignments Salesforce admins can assign users to sync Salesforce admins can assign users to sync
configurations by individual user and by configurations by individual user and by
user profile. user profile.
Developers can assign large groups of users
to sync configurations using the API.

Capture Any emails and events that sales reps send No capture functionality is available.
and receive from Microsoft applications are Admins can select a setting that relates
automatically associated with related synced events to Salesforce records so that
account, contact, contract, lead, those events are available for reporting and
opportunity, and quote records in other Salesforce platform capabilities. Learn
Salesforce. More.
Admins can select a setting that relates
synced events to Salesforce records so that
those events are available for reporting and
other Salesforce platform capabilities. Learn
More

Reporting For synced events and contacts, standard Standard Salesforce reporting is available.
Salesforce reporting is available. For
captured email and contacts, standard
reporting isn’t available. Use the Activities
dashboard or Activity Metrics.

Storage Synced data is stored in Salesforce. Captured Synced data is stored in Salesforce. See
data is stored using a public cloud provider. Lightning Sync Design and Security.
See Einstein Activity Capture Security Guide.

Einstein Email Insights Surfaces contextual insights on users’ emails Not available.
to help prioritize urgent items. With an
add-on license, you can create custom email
insights for users. See What Is Einstein
Activity Capture Standard?

Recommended connections on contacts With an add-on license, you can help users Not available.
and leads build relationships with customers using
the recommended connections feature. See
What Is Einstein Activity Capture Standard?

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Sales Productivity Explore Email and Calendar Integration Products

Integrate Salesforce and Google Applications

Feature or Requirement Einstein Activity Capture Lightning Sync

Supported servers Basic, Business, and Enterprise editions of Basic, Business, and Enterprise editions of
Google Workspace. Google Workspace.

Connection credentials You can choose a user-level connection or Google admins create a private key to your
a service account. company’s G Suite account and upload it
See Connection Methods for Google. to Salesforce. No user-level credentials
required.

Roles required to complete setup A setup flow guides Salesforce admins Google admins are required to complete an
through creating a configuration and advanced setup from their Google API
defining settings. Then users complete a Console.
few steps to connect their accounts. See Next, Salesforce admins can enable features
Admin Setup for Einstein Activity Capture. and roll out Lightning Sync to users from
Salesforce Setup. See See the Big Picture for
Setting Up Lightning Sync for Google.

Supported Salesforce user interfaces • Lightning Experience • Lightning Experience

• Mobile supported for sync functionality • Salesforce Classic
only • Salesforce mobile app

Supported licenses Einstein Activity Capture Standard is With the purchase of Sales Cloud, Service
available to up to 100 users on the Standard Cloud, or Lightning Platform, Lightning Sync
Salesforce license with Sales Cloud supports users working from these Standard
purchase. To set up more than 100 users, licenses only.
one of the following add-on licenses is • Salesforce
required.
• Lightning Platform Salesforce Platform*
• Sales Cloud Einstein
• Lightning Platform - One App**
• Inbox
• Lightning Platform App Subscription
• Sales Engagement
*Does not include Lightning Platform Starter
• Revenue Intelligence or Lightning Platform Plus.
Users with Performance and Unlimited **Contact sync isn’t supported for Lightning
editions can access Einstein Activity Capture Sync customers working from the user
features without an add-on license. license Lightning Platform - One App.
Lightning Platform - One App doesn’t
include the Contacts object.

Supported editions • Essentials • Professional

• Professional • Enterprise
• Enterprise • Performance
• Performance • Unlimited
• Unlimited • Developer

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Sales Productivity Explore Email and Calendar Integration Products

Feature or Requirement Einstein Activity Capture Lightning Sync

Sync Syncs contacts and events, including: Syncs contacts and events, including:
• Private events • Private events
• Deleted events • Deleted events
Doesn’t automatically remove contacts that Doesn’t automatically remove contacts that
are deleted from the other calendar are deleted from the other calendar
application. application.

Sync directions • Google to Salesforce • Google to Salesforce

• Salesforce to Google • Salesforce to Google
• Both Ways • Both Ways

Configuration assignments Salesforce admins can assign users to sync Salesforce admins can assign users to sync
configurations by individual user and by configurations by individual user and by
user profile. user profile.
Developers can assign large groups of users
to sync configurations using the API.

Capture Any emails and events that sales reps send No capture functionality is available.
and receive from Google applications are Admins can select a setting that relates
automatically associated with related synced events to Salesforce records so that
account, contact, contract, lead, those events are available in reporting and
opportunity, and quote records in other Salesforce platform capabilities. Learn
Salesforce. More.
Admins can select a setting that relates
synced events to Salesforce records so that
those events are available in reporting and
other Salesforce platform capabilities.

Reporting For synced events and contacts, standard Standard Salesforce reporting is available.
Salesforce reporting is available. For
captured email and contacts, standard
reporting isn’t available. Use the Activities
dashboard or Activity Metrics.

Storage Synced data is stored in Salesforce. Captured Synced data is stored in Salesforce. See
data is stored using a public cloud provider. Lightning Sync Design and Security.
See Einstein Activity Capture Security Guide.

Einstein Email Insights Surfaces contextual insights on users’ emails Not available.
to help prioritize urgent items. With an
add-on license, you can create custom email
insights for users. See What Is Einstein
Activity Capture Standard?

217
Sales Productivity Outlook and Gmail Integration on Desktop

Feature or Requirement Einstein Activity Capture Lightning Sync

Recommended connections on contacts With an add-on license, you can help users Not available.
and leads build relationships with customers using
the recommended connections feature. See
What Is Einstein Activity Capture Standard?

SEE ALSO:
Why Move from Lightning Sync to Einstein Activity Capture?
Einstein Activity Capture
Einstein Activity Capture Security Guide
Lightning Sync
Lightning Sync Security

Outlook and Gmail Integration on Desktop

Sales reps spend a good portion of their day working in their email, and switching back to Salesforce
EDITIONS
to get customer, prospect, and opportunity information. Isn’t it time to use email and Salesforce
together? The Salesforce integration with Outlook® and Gmail™ helps your reps manage their sales Available in: Salesforce
more efficiently. Your reps can view, edit, and add Salesforce records directly from their email, and Classic (not available in all
relate emails and events to Salesforce records. orgs) and Lightning
Experience
Outlook and Gmail Integration and Inbox Features Available with Sales Cloud,
Email integrations let sales reps work with Salesforce data directly in Microsoft Outlook and Service Cloud, and Lightning
Gmail or in the Salesforce Inbox mobile app. Review the features available in each environment. Platform in: Essentials,
Considerations for Email Privacy Preferences in the Outlook and Gmail Integrations Group, Professional,
Enterprise, Performance,
Your prospect’s and customer’s email privacy is important. Help to ensure that their email
Unlimited, and Developer
restrictions and privacy are respected when sales reps send emails from the Outlook and Gmail
Editions
integrations.
Outlook and Gmail Integration License Support
You can set up the Outlook and Gmail integrations for users who are assigned to Sales Cloud, Service Cloud, and some Lightning
Platform licenses. If you extend the integration with Salesforce Inbox, users require an Inbox license.
Set Up the Outlook and Gmail Integrations
To integrate Salesforce with Microsoft® Outlook® or Gmail™ requires a server-side setup and a client-side setup. After setup, you can
either use the default email application panes or customize them to meet your reps needs.
Use the Outlook and Gmail Integrations
Increase your productivity and work smarter and faster without leaving your email application. With the integration to Salesforce,
see relevant Salesforce records in Outlook® and Gmail™, and relate email messages to Salesforce, keeping your teammates up-to-date
with your communications.

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Sales Productivity Outlook and Gmail Integration on Desktop

Give Outlook Access to Salesforce

To view and work with Salesforce data in Microsoft® Outlook®, and to relate emails to Salesforce records, reps must give Outlook
access to Salesforce.

SEE ALSO:
Explore Email and Calendar Integration Products
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
Outlook Integration System Requirements
Outlook and Gmail Integration Tour
Outlook Integration System Requirements
Outlook and Gmail Integration Tour
Outlook and Gmail Integration and Inbox Features

Outlook and Gmail Integration and Inbox Features

Email integrations let sales reps work with Salesforce data directly in Microsoft Outlook and Gmail
EDITIONS
or in the Salesforce Inbox mobile app. Review the features available in each environment.
The Outlook integration (with or without Inbox) is available as a Salesforce Outlook add-on from Available in: Salesforce
the Office Store. The Gmail integration (with or without Inbox) is available as a Salesforce Chrome Classic (not available in all
Extension from the Chrome Web Store. The Salesforce Inbox mobile app is available in the Apple orgs) and Lightning
Store or Google Play Store. Some Inbox features are also available when sending email from Lightning Experience
Experience. Available with Sales Cloud,
Note: Inbox features are available with an Inbox, Sales Cloud Einstein, or Sales Engagement Service Cloud, and Lightning
license. Sales reps with an Inbox permission set can access Inbox features from their desktop Platform in: Essentials,
Group, Professional,
email applications, Lightning Experience, and the standalone app.
Enterprise, Performance,
The table lists the features available in each environment. Unlimited, and Developer
Editions
Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox
Integration Integration with Mobile App (iOS
(Desktop) Inbox (Desktop) and Android)
Use the Lightning App
Builder to customize
the layout and features
that reps see (admins
only)

Add Lightning
components, including
AppExchange
components (admins
only)

Log emails and events

to Salesforce records

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Sales Productivity Outlook and Gmail Integration on Desktop

Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox Mobile
Integration (Desktop) Integration with Inbox App (iOS and Android)
(Desktop)
Log emails and events to
Salesforce records created from
(Custom objects available via (Custom objects included as
custom objects
search) suggested records)

Log emails and events to

Salesforce records from a shared
(Outlook Only) (Outlook Only)
folder

Create Salesforce contacts, leads,

and other records

Log a call using a global action*

(Log manually) (Log manually) (Prompts to log)

Use Lightning and HTML email

templates

Report on activities
(Via the Activities Dashboard)

Insert available times for internal

and external meetings and
schedule meetings on behalf of
a colleague**

Insert a scheduling link allowing

the recipient to create internal
and external meetings at a time
that works for them**

Insert 3 times for the first

available meeting for each of the
next three business days,
excluding the current business
day

Schedule emails to send later**

View, edit, and create text

shortcuts

Know when recipients open

emails

Know when recipients click links

in emails

Receive notification when

recipients open emails

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Sales Productivity Outlook and Gmail Integration on Desktop

Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox Mobile
Integration (Desktop) Integration with Inbox App (iOS and Android)
(Desktop)
Receive follow-up reminders if
you’ve received no reply

Send email using email actions

from record details

*In Inbox for iOS, prompting to log a call is always on. To receive the prompt, make sure iOS systems notifications are enabled for Inbox.
In Inbox for Android, turn prompting on or off in the settings in the Inbox app.
**Also available when sending an email from Lightning Experience if you have an Inbox license.

Note: When using email integrations, you can log emails to cases but not send an email directly from a case.

Some Einstein features, available in Lightning Experience, are also available.

Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox Mobile
Integration (Desktop) Integration with Inbox App (iOS and Android)
(Desktop)
Einstein Activity Capture for
automatic email and event
logging

Einstein for Sales: Sales Emails

Lead Scoring

Opportunity Scoring

Opportunity Insights

Account Insights

Email Insights

Recommended Connections

SEE ALSO:
Outlook Integration System Requirements
Gmail Integration System Requirements
Salesforce Inbox
Email Customers
Einstein Features in Sales Cloud

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Sales Productivity Outlook and Gmail Integration on Desktop

Considerations for Email Privacy Preferences in the Outlook and Gmail Integrations
Your prospect’s and customer’s email privacy is important. Help to ensure that their email restrictions
EDITIONS
and privacy are respected when sales reps send emails from the Outlook and Gmail integrations.
Keep these considerations in mind if you’ve enabled email privacy settings for your company: Available in: Salesforce
Classic (not available in all
• Email privacy settings for contacts, leads, and person accounts are available in the record details.
orgs) and Lightning
Email privacy settings apply whether you’re sending the email from Lightning Experience or
Experience
from Outlook or Gmail.
• The integrations show when a contact, lead, or person has opted to not receive a type of email, Available with Sales Cloud,
or to not have email messages tracked. Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

• The Send Non-Commercial Email permission, which allows Salesforce users to send transactional emails from Lightning Experience,
isn’t enforced in the Outlook and Gmail integrations. It’s the sales reps’ responsibility to respect an email recipient’s privacy when
sending emails from Outlook or Gmail.

SEE ALSO:
Set Up Tracking and Storage of Certain Data Privacy Preferences
Enable the Enforce Email Privacy Settings Preference
Considerations for Opting Out of Email
What’s the Difference Between Email Opt Out and Individual Email Privacy Settings?

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Sales Productivity Outlook and Gmail Integration on Desktop

Outlook and Gmail Integration License Support

You can set up the Outlook and Gmail integrations for users who are assigned to Sales Cloud, Service
EDITIONS
Cloud, and some Lightning Platform licenses. If you extend the integration with Salesforce Inbox,
users require an Inbox license. Available in: Salesforce
The Outlook and Gmail integrations support users working from these licenses: Classic (not available in all
orgs) and Lightning
• Sales Cloud
Experience
• Service Cloud
Available with Sales Cloud,
• Lightning Platform
Service Cloud, and Lightning
Outlook and Gmail integrations with Inbox support users who also have one of these licenses, and Platform in: Essentials,
Inbox permissions enabled: Group, Professional,
Enterprise, Performance,
• Inbox
Unlimited, and Developer
• Sales Cloud Einstein Editions
• Sales Engagement
A Salesforce user requires a single Inbox license to access Inbox features in their Outlook or Gmail
account. The user can access Inbox features from multiple email accounts with a single Inbox license. However, logged emails from each
email account log to the same Salesforce account.

Note: The Outlook and Gmail integrations with or without Inbox aren’t supported in partner communities.

SEE ALSO:
Outlook Integration System Requirements
Gmail Integration System Requirements

Set Up the Outlook and Gmail Integrations

To integrate Salesforce with Microsoft® Outlook® or Gmail™ requires a server-side setup and a
EDITIONS
client-side setup. After setup, you can either use the default email application panes or customize
them to meet your reps needs. Available in: Salesforce
Classic (not available in all
Considerations for Setting Up the Outlook or Gmail Integration orgs) and Lightning
Before setting up the Outlook or Gmail integration, review limitations and other information Experience
about how the integrations work. Available with Sales Cloud,
Set Up the Integration with Outlook Service Cloud, and Lightning
The integration between Salesforce and Microsoft® Outlook® requires both server-side setup Platform in: Essentials,
Group, Professional,
and a short client-side setup procedure. Review the system requirements and ensure that your
Enterprise, Performance,
email server is set up to communicate with the integration. Turn on the integration and push
Unlimited, and Developer
the Salesforce add-in to your Outlook users.
Editions
Set Up the Integration with Gmail
The integration between Salesforce and Gmail™ requires both Salesforce setup and a short
client-side setup procedure. But don’t worry. You can turn on the integration and get the Salesforce extension up and running fast.
After you’re set up, use the Lightning App Builder to create custom email application panes that can include different features for
different sales reps.

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Sales Productivity Outlook and Gmail Integration on Desktop

Set Up Event Logging from Outlook and Gmail

The Outlook and Gmail integrations let sales reps log events to Salesforce records. To get the most accurate picture of the events
that sales reps are hosting, enable additional Salesforce options that also apply to logging events from Outlook and Gmail.
Customize the Email Application Pane for Outlook and Gmail
You can tailor the email application pane used in Microsoft® Outlook® and in Gmail™ to better fit how your reps do their work.
Extend the Outlook and Gmail Integrations with Inbox
Add Inbox productivity features to the integration with Microsoft® Outlook® and with Gmail to provide your sales reps with more
tools. Features include productivity enhancers such as availability scheduling for meetings, tracking when emails are opened, and
scheduling when to send emails. Add one or all the productivity features for your sales reps.

Considerations for Setting Up the Outlook or Gmail Integration

Before setting up the Outlook or Gmail integration, review limitations and other information about
EDITIONS
how the integrations work.
Available with Sales Cloud,
General Service Cloud, and Lightning
Platform in: Essentials,
• Setting up the Outlook or Gmail integration requires administrative access to Salesforce, and Group, Professional,
in some scenarios, to your email server. Work with your IT professional for server configuration, Enterprise, Performance,
and review which role is required for each step in the process. Unlimited, and Developer
• The Outlook and Gmail integration include the base integration experience, and Inbox features Editions
are unlocked when users are set up to use Inbox.
• When Salesforce is set up with single sign-on (SSO), reps are asked to log in to Salesforce the
first time they access the integration. In typical My Domain and SSO configurations, reps can choose the Custom Domain option on
the Salesforce login page and enter your My Domain. After sales reps navigate to your domain, they’re authenticated in Salesforce
and working in the integration.
• The Outlook integration doesn’t support custom login flows.

Outlook and Gmail Integration Features

• The Outlook and Gmail integrations use email application panes to define the layout of components in the integration side panel.
The default pane gets you up and running quickly. To include, exclude, or reorder components in the email application pane, you
can create custom email application panes and assign them to user profiles.
• Users can view and edit records related to an email or an event. Review these considerations for viewing and editing records in the
Outlook and Gmail integration.
– You can’t change the order or change the tabs that appear in the record detail.
– The fields available in the Details tab are shown in the order they’re defined in the page layout for that user. Any Lightning
components added to the page layout aren’t shown in the integration.
– If the user has access to Chatter, the record detail includes a Chatter tab with the record’s Chatter feed.
– If a task can be related and the user has access to the activity timeline, the record detail also includes an Activity tab.

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Sales Productivity Outlook and Gmail Integration on Desktop

• To automatically log emails to related Salesforce records, set up Einstein Activity Capture. Users who are configured in Einstein
Activity Capture to capture emails see sharing options instead of manual logging options in the integration.

SEE ALSO:
Outlook and Gmail Integration and Inbox Features
Extend the Outlook and Gmail Integrations with Inbox
What Does Einstein Activity Capture Do?

Set Up the Integration with Outlook

The integration between Salesforce and Microsoft® Outlook® requires both server-side setup and a
EDITIONS
short client-side setup procedure. Review the system requirements and ensure that your email
server is set up to communicate with the integration. Turn on the integration and push the Salesforce Available in: Salesforce
add-in to your Outlook users. Classic (not available in all
orgs) and Lightning
Note: The Outlook integration and the ability to sync contacts and events with Einstein
Experience
Activity Capture or Lightning Sync are often used together. If you’re also setting up Einstein
Activity Capture or Lightning Sync, there’s setup required for those products and features. Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Outlook Integration System Requirements
Group, Professional,
Make sure that your system meets these requirements before you integrate with Microsoft
Enterprise, Performance,
Outlook. Unlimited, and Developer
Roles Required to Set Up the Outlook Integration Editions
Setting up the integration with Microsoft® Outlook® requires a Salesforce administrator, a
Microsoft Exchange server admin, and the users running the integration within Outlook.
Guidelines for Setting Up the Outlook Integration
Before setting up the integration with Microsoft Outlook, review which features you want to enable and whether sales reps need
access to different components.
Guidelines for Logging Email Attachments in the Outlook Integration
Make sure that you understand how the Outlook integration works with email attachments.
Microsoft Exchange Server Setup for the Outlook Integration
Depending on your Exchange server and Outlook versions, and the features that your reps need, set up Exchange Web Services
(EWS) so the server can communicate with Salesforce. To determine if Exchange server setup is required for the Outlook integration
in your implementation, review the configuration options and considerations for each approach.
Turn On the Outlook Integration in Salesforce
Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft® Outlook®.
Deploy the Outlook Integration to Users
To use the Outlook integration, each sales rep needs the Salesforce add-in, which provides the integration features. The add-in
includes the base integration experience, and Inbox features are unlocked when a user is set up to use Inbox.

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Sales Productivity Outlook and Gmail Integration on Desktop

Enhanced Email and the Outlook Integration

Turn on Enhanced Email in the Outlook integration and Sync setup page so sales reps can relate emails to relevant Salesforce records
quicker and more easily.

SEE ALSO:
Implementation Guide: Outlook Integration Implementation Guide
Security Guide: Salesforce Email Integration Security Guide

Outlook Integration System Requirements

Make sure that your system meets these requirements before you integrate with Microsoft Outlook.
EDITIONS
What Requirements Available in: Salesforce
Email server Either: Classic (not available in all
orgs) and Lightning
• Exchange Online with Office 365 Experience
• Exchange Online with GCC High (not supported if you also use Salesforce
Available with Sales Cloud,
Inbox)
Service Cloud, and Lightning
• Exchange 2019, 2016, or 2013 on-premises Platform in: Group,
Hybrid Exchange server environments are supported. For example, when some Essentials, Starter,
users connect to Exchange Online and some users connect using an Professional, Enterprise,
on-premises Exchange server. Each user’s client must meet the client Performance, Unlimited,
requirements. and Developer Editions

Review Microsoft Exchange Server Setup.

Desktop and web Any of the following:

email clients • Office version 16.0.11629 or later running on Windows 10 version 1903 or
later, including Office 365 or Office 2019 (retail only)
• Outlook in Office 2021, volume and retail version
• Outlook 2019, unless it’s a volume-licensed version.

Important: Support for Outlook 2013, 2016, and volume-licensed

versions of Outlook 2019 ended on December 31, 2022. You can
continue to use the Outlook integration after December 2022.
However, Salesforce no longer provides support, bug fixes, or new
features in the older versions of Outlook. Make plans now to
upgrade to the latest versions of Outlook and Windows.

• Outlook on the web

• New or legacy Outlook for Mac 2016 or 2019. To determine which Outlook
for Mac experience you have, see the Microsoft documentation about the
new Outlook for Mac.

Important: The Outlook integration is built on the Microsoft Office

add-in framework. Microsoft develops and maintains that framework
and it’s a non-SFDC application. To ensure you're running the most

226
Sales Productivity Outlook and Gmail Integration on Desktop

What Requirements

secure version, we recommend running the latest version of Outlook and Windows and applying all
available security updates from Microsoft.
For the best experience, we recommend using an Outlook version that supports pinning the Salesforce pane
so that it’s always open. The pin is available in the following versions:
• For Current or Office Insider channels users, the pin is available in Outlook 2016 for Windows build
7668.2000 and later.
• For Outlook on the web users, the pin is available if the backend is Office 365.
• For new or legacy Outlook for Mac users, the pin is available in version 16.13.180513 and later.
• For Deferred channel users, the pin is available in Outlook 2016 for Windows build 7900.xxxx and later.

Browser For Outlook on the web users, any of these browsers on Windows or Mac operating systems. Make sure that
the browser is set to allow cookies from Salesforce.
• Google Chrome, most recent stable version
• Mozilla Firefox, the most recent stable version. Set Enhanced Tracking Prevention to Standard or Strict.
Add your company’s myDomain, the generic login.salesforce.com, and any Salesforce domains
to the privacy preference exception list. Also add https://*.outlook.com,
https://*.office365.com, https://*.office.com, and any Outlook URL used for
login.
– In newer Mozilla versions, add a site to the privacy preference exception list by following the
instructions here:
https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop?as=u&utm_source=inproduct
– In older Mozilla versions, click + to add a site to the privacy preference exception list.

• Microsoft Edge, most recent stable version (Windows only). Set Tracking prevention to Basic. If you
choose to leave Tracking prevention set to Balanced or Strict, add Salesforce domains as exceptions
along with https://*.outlook.com, https://*.office365.com,
https://*.office.com, and any Outlook URL used for login.
• Apple Safari, the most recent stable version. Turn off Prevent cross-site tracking.
• Mobile browsers aren’t supported.

Outlook JavaScript API JavaScript API version 1.4 or later

Requirements Set Use version 1.8 or later if you don’t want to publicly expose your EWS endpoint. For more information, see
Version Microsoft Exchange Server Setup.

Security encryption TLS 1.2 or later.

protocol on your email
server (for Inbox licenses
only)

Other Features Requirements

Server configurations We support using terminal servers, such as Citrix® servers.

Salesforce Add-in Access To use the integration, each Outlook user needs the Salesforce add-in for Outlook. Users can get the Salesforce
add-in themselves from Microsoft AppSource, or Exchange admins can get the add-in and distribute it using

227
Sales Productivity Outlook and Gmail Integration on Desktop

What Requirements
Microsoft Centralized Deployment. If your security policies don’t allow access to Microsoft AppSource, there’s
an option to install the integration using a file-based install.

SEE ALSO:
Explore Email and Calendar Integration Products
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
Outlook and Gmail Integration on Desktop
Security Guide: Salesforce Email Integration Security Guide
Microsoft Exchange Server Setup for the Outlook Integration
Roles Required to Set Up the Outlook Integration

Roles Required to Set Up the Outlook Integration

Setting up the integration with Microsoft® Outlook® requires a Salesforce administrator, a Microsoft
EDITIONS
Exchange server admin, and the users running the integration within Outlook.

Note: Each Exchange server setup is different. We’ve provided high-level instructions for Available in: Salesforce
basic and common Exchange server setups. If you run into problems, contact Salesforce to Classic (not available in all
orgs) and Lightning
get the integration up and running.
Experience

What Salesforce Exchange Outlook More About This Step Available with Sales Cloud,
Admin Admin User Service Cloud, and Lightning
Platform in: Essentials,
Confirm that Outlook Integration System Requirements on
Group, Professional,
your server, page 226
Enterprise, Performance,
clients, and Unlimited, and Developer
browsers Editions
meet the
requirements

Set up your Microsoft Exchange Server Setup for the

Microsoft Outlook Integration
Exchange
server

Turn on the Turn On the Outlook Integration in Salesforce

integration
in Salesforce

Ensure that The integration requires the Salesforce add-in

sales reps within Outlook. You can either push the
can access add-in from your Exchange server, or you can
the have each rep get the app from the Microsoft
integration AppSource store.
while they’re Deploy the Outlook Integration to Users
in Outlook
Get the Outlook Integration

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Sales Productivity Outlook and Gmail Integration on Desktop

What Salesforce Exchange Outlook More About This Step

Admin Admin User
Connect an Get the Outlook Integration
Outlook account
to Salesforce

Optional

Add Inbox features Extend the Outlook and Gmail Integrations with Inbox
to the Outlook
integration

Customize which Customize the Email Application Pane for Outlook and Gmail
components are
included in the
Outlook
integration or
change the pane’s
layout

Guidelines for Setting Up the Outlook Integration

Before setting up the integration with Microsoft Outlook, review which features you want to enable
EDITIONS
and whether sales reps need access to different components.
Available in: Salesforce
Email Client Classic (not available in all
orgs) and Lightning
For better performance, turn on Use Cached Exchange Mode in the Outlook Account Settings on Experience
the client. When Use Cached Exchange Mode is on, an error can occur more often because an email
is temporarily out of sync with the Exchange Server. To learn more, see the Microsoft documentation. Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Salesforce Add-In and Setup Group, Professional,
• Each sales rep needs the Salesforce add-in within Microsoft Outlook, which is available from Enterprise, Performance,
Microsoft AppSource. We recommend that either users get the add-in from Microsoft AppSource Unlimited, and Developer
or that Exchange admins get the add-in and distribute it using Microsoft Centralized Deployment Editions
(MCD). If your security policies don’t allow access to Microsoft AppSource, download an install
file available on the Outlook Integration and Sync page in Salesforce setup. According to
Microsoft, Centralized Deployment can take 24–72 hours.
• As of February 1, 2022, users accessing the Outlook integration in an SSO setup, who are also assigned the Multi-Factor Authentication
for User Interface Logins user permission, aren’t required to enter multi-factor challenges. This behavior applies to all Salesforce orgs.
• The Outlook integration respects the session timeout duration set in Salesforce. When a session times out, users are prompted that
their session expired. If the user mapping created when the user first logged in to the integration still exists, clicking OK in the prompt
refreshes the integration without logging in again. See the existing user mappings in the Outlook Integration and Sync page in
Salesforce setup.
• Salesforce includes a managed list of Microsoft Outlook web app domains, such as outlook.com and office365.com. To ensure that
your reps who access their Outlook email on the web can use the integration, use the Salesforce-managed list on the integration
setup page. Add your trusted domains, such as webmail.your_company.com if your users access Outlook on the web using
URLs that are specific to your company.

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Sales Productivity Outlook and Gmail Integration on Desktop

Outlook Integration Features and Optional Setup

• The Outlook integration uses publisher layouts to define the global quick actions such as creating contacts, leads, and opportunities.
The integration includes a default set of actions. To give users access or to deny access to certain global quick actions within the
integration, add or change the publisher layout.
• By using Enhanced Email, reps can easily associate the emails that they compose to relevant Salesforce records. When Enhanced
Email is disabled, emails are associated as tasks. Also enable Email to Salesforce.
• To allow users to log an event to more than one contact, enable Shared Activities.
• For Sales Engagement users who also use Einstein Activity Capture, the integration adds the Email to Salesforce Address as a BCC
recipient on emails. That address is automatically generated for a user in their My Email to Salesforce Settings during setup. The BCC
address is used to log engagement for Sales Engagement and doesn’t log the email as a task.
• There are limitations if an object has multiple record types and the New button in the object’s related list is overridden. The integration
supports the New button only if you skip the record type selection page in the override configuration.

Outlook Integration in Safari on an iPad

• Buttons on the email application pane, such as Save and Cancel, are at the bottom of the pane.

SEE ALSO:
Deploy the Outlook Integration to Users
Enhanced Email and the Outlook Integration
Set Up Email to Salesforce
Email Application Publisher Layouts
Multi-Factor Authentication
Einstein Activity Capture
Enable Quick Text
Email Address Internationalization (EAI)
External Link: "ErrorItemNotFound" Error when Office Add-ins Make REST Calls Against an Outlook item ID

Guidelines for Logging Email Attachments in the Outlook Integration

Make sure that you understand how the Outlook integration works with email attachments.
EDITIONS

General Available in: Salesforce

Classic (not available in all
• In Lightning Experience, attachments are added as files to Salesforce. orgs) and Lightning
– To make attachments available in the Attachments section of a logged email, set up the Experience
Outlook integration to log emails as email messages.
Available with Sales Cloud,
– To make attachments available in the Files section of the Salesforce Email page layout, set Service Cloud, and Lightning
up the Outlook integration to log emails as tasks. To add the Files related list to your reps’ Platform in: Essentials,
email page layout, customize the page layout in Object Manager. Group, Professional,
Enterprise, Performance,
• To log attachments automatically when using the Outlook integration and Log Email on Send, Unlimited, and Developer
make sure that your reps select the Always save email attachments option in their My Email Editions
to Salesforce settings. If this option isn’t selected, attachments in emails sent using Log Email
on Send aren’t automatically included with the logged email. Alternatively, reps can log email
attachments manually from emails in their Sent folder.

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Sales Productivity Outlook and Gmail Integration on Desktop

• The Outlook integration respects your Salesforce email attachment settings. You can change your email attachment settings from
the Email Attachment page in Salesforce setup.
• To add an attachment to a Salesforce record, ask your reps to add the attachment as a file.

Outlook Integration with Einstein Activity Capture

• To log attachments automatically, make sure that your reps send emails from Salesforce. When reps send an email from the connected
email account, file attachments aren’t added to Salesforce records and can’t be viewed in Salesforce.
• To log attachments manually, make sure that Einstein Activity Capture is disabled.

Email Attachment Size Limitations

• In Lightning Experience, the size limit for email attachments is 2 GB, with a per file attachment limit of 5 MB. For each matching
record, attachments sent with the email are duplicated.
• In Salesforce Classic, the size limit for email attachments is 25 MB.
• If your reps have Einstein Activity Capture and send emails from Salesforce, they can include up to 50 email attachments per email.

SEE ALSO:
Email Attachments
Guidelines for Logging Email from Outlook and Gmail to Salesforce
Guidelines for Using Emails with Einstein Activity Capture
File Size and Sharing Limits

Microsoft Exchange Server Setup for the Outlook Integration

Depending on your Exchange server and Outlook versions, and the features that your reps need,
EDITIONS
set up Exchange Web Services (EWS) so the server can communicate with Salesforce. To determine
if Exchange server setup is required for the Outlook integration in your implementation, review the Available in: Salesforce
configuration options and considerations for each approach. Classic (not available in all
orgs) and Lightning
Important: How you configure your Exchange server depends on your company’s internal
Experience
policies. If you have questions about your Exchange server, contact Microsoft Support.
Salesforce can assist if Microsoft requires input, but can’t engage with Microsoft on your behalf Available with Sales Cloud,
unless you’ve contacted them first. Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Set Up Exchange Without Public Exchange Web Services
Enterprise, Performance,
If your Exchange server and Outlook versions support JavaScript API v1.8 or later, and you don’t use Unlimited, and Developer
Inbox, you can set up the Outlook integration without public web services. A local EWS connection Editions
is still required between Outlook and Exchange, and the Exchange Metadata URL must still be
publicly exposed.

Note: This configuration is part of the Summer ‘21 release, available to instances on a rolling basis. Contact your Salesforce account
representative for more details about your eligibility.
To determine which API version is available in each Outlook application, see the Microsoft Documentation about the JavaScript API.
If your Exchange server or Outlook versions support JavaScript API versions 1.4 through 1.7, you can still choose to set up the Exchange
without public EWS. However, users lose the following features:
• Logging attachments directly from Outlook. Users can add attachments to logged emails in Salesforce.

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Sales Productivity Outlook and Gmail Integration on Desktop

• Inbox productivity features.

Set Up Exchange with Public Exchange Web Services

Important: Using this setup ensures that Outlook users have access to all the features available in the integration.

Work with your IT professional to ensure that the Exchange server is set up to do the following things.
Reach the Salesforce listing in Microsoft AppSource (All Versions of Outlook and Exchange)
The Exchange server must be able to authorize calls to and from Business Apps - Microsoft AppSource. Choose whether the Exchange
administrator sets up the integration add-in on users’ behalf or Outlook users get the add-in from the Store themselves. If users get
the add-in themselves, they need access to the store. You can also choose to install the add-in using a file available for download
from the Outlook Integration and Sync page in Salesforce setup.
Accept incoming Exchange Web Services (EWS) calls from Salesforce
Your internal company policies around Exchange determine what is required in your setup to ensure Exchange can accept incoming
EWS calls from Salesforce. Steps can include:
• Enabling an EWS endpoint (a common practice with on-premises servers)
• Using AutoDiscover (optional)
• If there’s a firewall, allowing incoming EWS calls to originate from Salesforce IP addresses and domains (allowlists). Valid calls
contain json web tokens (JWT)
Review the following for more information.
• External Link: Start using web services in Exchange
• Knowledge Article: Salesforce IP Addresses & Domains to Allow
• External Link: Autodiscover service in Exchange Server
• External Link: Inside the Exchange Identity token
Accept incoming authentication calls to the Exchange Metadata URL from Salesforce
The web tokens contain a MetaData URL. If you use Autodiscover to accept EWS call, the MetaData URL could be same as the
Autodiscover URL.

Tip: To check the Exchange server connection and confirm that it’s configured properly to communicate with the add-in, use the
Salesforce Debug Tool. If you see 500 internal error responses, check Outbound Messaging SSL CA Certificates to ensure the
certificate is valid.

Note: A service account isn’t required for the Outlook integration. If you’re using Lightning Sync to sync calendar events and
contacts, you could require a service account depending on your configuration.

SEE ALSO:
External Link: Outlook JavaScript API requirements sets
External Link: Salesforce add-in in the Microsoft AppSource Store
Security Guide: Salesforce Email Integration Security Guide
Deploy the Outlook Integration to Users

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Sales Productivity Outlook and Gmail Integration on Desktop

Turn On the Outlook Integration in Salesforce

Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft® Outlook®.
EDITIONS
1. From Setup, in the Quick Find box, enter Outlook, and then select Outlook Integration
and Sync. Available in: Salesforce
Classic (not available in all
2. Enable Let users access Salesforce records from Outlook.
orgs) and Lightning
3. If reps use Outlook on the web, in the Microsoft Outlook Web App Domain section, add the Experience
domains that you want to allow access to Salesforce.
Available with Sales Cloud,
If you use Office 365, allow Salesforce access from the Office 365 Outlook on the web domain. Service Cloud, and Lightning
If you’re using custom Outlook for the web domains, add those domains to allow access. Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To enable the Outlook

Integration
• Customize Application

Deploy the Outlook Integration to Users

To use the Outlook integration, each sales rep needs the Salesforce add-in, which provides the
EDITIONS
integration features. The add-in includes the base integration experience, and Inbox features are
unlocked when a user is set up to use Inbox. Available in: Salesforce
Classic (not available in all
Method Notes orgs) and Lightning
Experience
Microsoft We recommend that you or your users get the Salesforce add-in from Microsoft
AppSource AppSource. Installing the add-in from Microsoft AppSource ensures that your Available with Sales Cloud,
(Recommended) Outlook integration updates with new features after each Salesforce release. Service Cloud, and Lightning
It’s best to work with your Exchange admin or IT department to deploy the Platform in: Essentials,
Group, Professional,
add-in using Microsoft Centralized Deployment from the Exchange server.
Enterprise, Performance,
Distributing the add-in is helpful when users don’t have the permissions
Unlimited, and Developer
required to install add-ins themselves or when they can’t reach Microsoft
Editions
AppSource.
To determine whether Centralized Deployment is the right solution for you,
see Determine if Centralized Deployment of add-ins works for your
organization in the Microsoft documentation. See the following Microsoft
documents based on your server.
• Centralized Deployment for Office add-ins with Office 365
• Centralized Deployment for Office add-ins with Exchange

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Sales Productivity Outlook and Gmail Integration on Desktop

Method Notes
Manifest File If your company security policies don’t allow access to Microsoft AppSource, you can download an XML
manifest file to get the add-in.
Infrequently, some features can require a change to the manifest file. If you use the manifest file to install
the add-in, you must reinstall it to access features that require an update to the file. Check the release notes
for each release for alerts about features that require a file update.
Get the file from the Outlook Integration and Sync page in Salesforce setup. The file opens as an XML file
in your web browser. Use the browser’s Save As feature to save the page as a file. Then, either give the file
to users so they can add it to their Outlook client, or deploy the add-in using Microsoft Centralized
Deployment (MCD). If you give the file to users, they can install the file using the Add from File option in
Outlook. According to Microsoft, Centralized Deployment can take 24–72 hours.

To learn more about installing, launching, and managing the Salesforce add-in from Outlook, see the following Microsoft documentation.
• Desktop versions of Outlook
• Outlook on the web

SEE ALSO:
External link: Salesforce add-in available in Microsoft AppSource
External link: Manage deployment of Office 365 add-ins in the Microsoft 365 admin center
External link: Get an Office add-in for Outlook

Enhanced Email and the Outlook Integration

Turn on Enhanced Email in the Outlook integration and Sync setup page so sales reps can relate
EDITIONS
emails to relevant Salesforce records quicker and more easily.
With Enhanced Email: Available in: Salesforce
Classic (not available in all
• Reps can relate emails to Salesforce records while composing the emails.
orgs) and Lightning
• Reps can relate an email to all relevant contacts, leads, and users. Experience
• When reps relate an email to a relevant account, opportunity, case, or custom object, all contacts,
Available with Sales Cloud,
leads, and individuals on the email are automatically related.
Service Cloud, and Lightning
• Related emails maintain their rich HTML formatting, so emails have the same look and feel in Platform in: Essentials,
Salesforce as they did in Outlook®. Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Considerations for Enhanced Email with the Outlook Integration
Editions
Before turning on Enhanced Email with the Outlook integration, review the following considerations:
• 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.
• 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.

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Sales Productivity Outlook and Gmail Integration on Desktop

• 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.

Set Up the Integration with Gmail

The integration between Salesforce and Gmail™ requires both Salesforce setup and a short client-side
EDITIONS
setup procedure. But don’t worry. You can turn on the integration and get the Salesforce extension
up and running fast. After you’re set up, use the Lightning App Builder to create custom email Available in: Salesforce
application panes that can include different features for different sales reps. Classic (not available in all
orgs) and Lightning
Gmail Integration System Requirements Experience
Make sure that your system meets these requirements before you integrate with Gmail™. Available with Sales Cloud,
Guidelines for Setting Up the Gmail Integration Service Cloud, and Lightning
Before setting up the integration with Gmail, review which features you want to enable and Platform in: Essentials,
Group, Professional,
whether sales reps need access to different components.
Enterprise, Performance,
Guidelines for Logging Email Attachments in the Gmail Integration Unlimited, and Developer
Make sure that you understand how the Gmail integration works with email attachments. Editions
Enhanced Email and the Gmail Integration
Turn on Enhanced Email for your reps, so they can relate emails to relevant Salesforce records
quickly and easily.
Turn On the Gmail Integration in Salesforce
Help your sales teams see, create, and modify Salesforce records directly in Gmail™.

Gmail Integration System Requirements

Make sure that your system meets these requirements before you integrate with Gmail™.
EDITIONS
What Requirements Available in: Salesforce
Email Gmail available as part of Google Workspace or G Suite, with a unique email Classic (not available in all
domain in this format: @yourcompanyname.com. orgs) and Lightning
Experience
Browser Google Chrome version 97 or later. We recommend running the most recent
Available with Sales Cloud,
stable version.
Service Cloud, and Lightning
Ensure that the Block third-party cookies option isn’t selected in the browser Platform in: Essentials,
Privacy and Security settings in Chrome. Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions
SEE ALSO:
Security Guide: Salesforce Email Integration Security Guide
Guidelines for Setting Up the Gmail Integration

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Sales Productivity Outlook and Gmail Integration on Desktop

Guidelines for Setting Up the Gmail Integration

Before setting up the integration with Gmail, review which features you want to enable and whether
EDITIONS
sales reps need access to different components.
Available in: Salesforce
Salesforce Chrome Extension and Access Classic (not available in all
orgs) and Lightning
• Each sales rep needs the Salesforce Chrome extension, which is available from the Chrome Experience
Web Store. A local install file isn’t available. The application automatically updates with each
Salesforce release. Available with Sales Cloud,
Service Cloud, and Lightning
• When accessing the integration in new Salesforce orgs in Winter ’22, if the Keep Gmail and
Platform in: Essentials,
Salesforce Connected option in Gmail Integration and Sync is on, users who are assigned the
Group, Professional,
Multi-Factor Authentication for User Interface Logins user permission aren’t required to enter
Enterprise, Performance,
multi-factor challenges. If your company requires users to log in each time that their Gmail Unlimited, and Developer
integration session expires, turn off Keep Gmail and Salesforce Connected, or set up Salesforce Editions
users with multi-factor authentication using a High Assurance session.

Gmail Integration Features and Optional Configuration

• The Gmail integration uses publisher layouts to define global quick actions such as creating contacts, leads, and opportunities. The
integration includes a default set of actions. To give users access or to deny access to certain global quick actions within the integration,
add or change the publisher layout.
• To allow users to log an email from Gmail to Salesforce, enable Enhanced Email.
• To allow users to log an event to more than one contact, enable Shared Activities.
• There are limitations if an object has multiple record types and the New button in the object’s related list is overridden. The integration
supports the New button only if you skip the record type selection page in the override configuration.

SEE ALSO:
Enhanced Email and the Gmail Integration
Multi-Factor Authentication
Add Salesforce Inbox Features to the Outlook and Gmail Integrations
Customize the Email Application Pane for Outlook and Gmail
Email Application Publisher Layouts
Einstein Activity Capture
Email Address Internationalization (EAI)

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Sales Productivity Outlook and Gmail Integration on Desktop

Guidelines for Logging Email Attachments in the Gmail Integration

Make sure that you understand how the Gmail integration works with email attachments.
EDITIONS

General Available in: Salesforce

Classic (not available in all
• In Lightning Experience, emails are logged as email messages and attachments are added as orgs) and Lightning
files in Salesforce. Attachments are logged by default. To remove or add attachments, edit the Experience
email.
Available with Sales Cloud,
• Reps can find their email attachments in the Files related list of the Salesforce Email page layout.
Service Cloud, and Lightning
To add the Files related list to your reps’ email page layout.customize the page layout in Object
Platform in: Essentials,
Manager.
Group, Professional,
• To add an attachment to a Salesforce record, ask your reps to add the attachment as a file. Enterprise, Performance,
Unlimited, and Developer
Gmail Integration with Einstein Activity Capture Editions

• To log attachments automatically, make sure that your reps send emails from Salesforce. When
reps send an email from the connected email account, file attachments aren’t added to Salesforce records and can’t be viewed in
Salesforce.
• To log attachments manually, make sure that Einstein Activity Capture is disabled.

Email Attachment Size Limitations

• In Lightning Experience, the size limit for email attachments is 2 GB, with a per file attachment limit of 5 MB. For each matching
record, attachments sent with the email are duplicated.
• In Salesforce Classic, the size limit for email attachments is 25 MB.
• If your reps have Einstein Activity Capture and send emails from Salesforce, they can include up to 50 email attachments per email.

SEE ALSO:
Email Attachments
Guidelines for Logging Email from Outlook and Gmail to Salesforce
Guidelines for Using Emails with Einstein Activity Capture
File Size and Sharing Limits

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Sales Productivity Outlook and Gmail Integration on Desktop

Enhanced Email and the Gmail Integration

Turn on Enhanced Email for your reps, so they can relate emails to relevant Salesforce records quickly
EDITIONS
and easily.

Note: Enhanced Email is required to relate any email to Salesforce from the Gmail integration. Available to manage from
Salesforce Classic and
With Enhanced Email: Lightning Experience
• Reps can relate emails to Salesforce records while composing the emails. Available with Sales Cloud,
• Reps can select which contacts, leads, and users to relate the email to. Service Cloud, and Lightning
Platform in: Essentials,
• When reps relate an email to a relevant account, opportunity, case, or custom object, all contacts,
Group, Professional,
leads, and users on the email are automatically related.
Enterprise, Performance,
• Related emails maintain their rich HTML formatting, so emails have the same look and feel in Unlimited, and Developer
Salesforce as they did in Gmail™. Editions
• Related emails are saved as Email Message records.

Considerations for Enhanced Email with the Gmail Integration

Before turning on Enhanced Email for the Gmail integration, review the following considerations:
• 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.
The change removes 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.

SEE ALSO:
Set Up Enhanced Email

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Sales Productivity Outlook and Gmail Integration on Desktop

Turn On the Gmail Integration in Salesforce

Help your sales teams see, create, and modify Salesforce records directly in Gmail™.
EDITIONS
Important: Before you let your sales teams experience the integration with Gmail, verify
that Enhanced Email is enabled for your organization. Available in: Salesforce
Classic (not available in all
After enabling Enhanced Email for Gmail, complete these steps to enable the integration for your orgs) and Lightning
sales teams. Experience
1. From Salesforce Setup, enter Gmail in the Quick Find box, then select Gmail Integration
Available with Sales Cloud,
and Sync. Service Cloud, and Lightning
2. Enable and expand Let users access Salesforce records from Gmail. Platform in: Essentials,
Group, Professional,
3. To let reps relate emails to relevant Salesforce records, enable Enhanced Email with Gmail.
Enterprise, Performance,
Next, to begin working with the integration, your sales team members complete their short setup Unlimited, and Developer
procedure in Gmail. Editions

SEE ALSO: USER PERMISSIONS

Get the Gmail Integration
To enable the Gmail
integration
• Customize Application

Set Up Event Logging from Outlook and Gmail

The Outlook and Gmail integrations let sales reps log events to Salesforce records. To get the most
EDITIONS
accurate picture of the events that sales reps are hosting, enable additional Salesforce options that
also apply to logging events from Outlook and Gmail. Available in: Salesforce
Classic (not available in all
Allow Reps to Log Events to Multiple Contacts from Outlook and Google Calendar orgs) and Lightning
To gain better insight into your opportunities, and for more accurate reporting on engagements Experience
with contacts, enable Shared Activities. With Shared Activities, sales reps can select up to 50 Available with Sales Cloud,
contacts or 1 lead when logging an event from their Outlook or Google calendar. Service Cloud, and Lightning
Include Attendees on Events Logged from Outlook and Gmail Platform in: Essentials,
Group, Professional,
To include all attendees from an event invitation on the Salesforce event record, make sure that
Enterprise, Performance,
the Attendees field is available on your page layouts for the Event object. Then, when sales reps
Unlimited, and Developer
log an event, all attendees on the event with matching Salesforce records are included as
Editions
attendees on the event record. All attendees see the same invite on their Salesforce calendar.
The attendee RSVP status isn’t included.
Enable Event Type Selections to Log Events from Outlook or Gmail
Use the Type field on the Event object to provide sales reps a selection list to identify the type of event logged from the Outlook or
Gmail integration. If the field is visible, reps can choose from a list of event types to classify the event they’re logging. Customize the
Type field’s picklist values to reflect the types of communications in your business.

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Sales Productivity Outlook and Gmail Integration on Desktop

Allow Reps to Log Events to Multiple Contacts from Outlook and Google Calendar
To gain better insight into your opportunities, and for more accurate reporting on engagements
EDITIONS
with contacts, enable Shared Activities. With Shared Activities, sales reps can select up to 50 contacts
or 1 lead when logging an event from their Outlook or Google calendar. Available in: Salesforce
Classic (not available in all
SEE ALSO: orgs) and Lightning
Experience
Enable Shared Activities
Considerations for Enabling Shared Activities Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

Include Attendees on Events Logged from Outlook and Gmail

To include all attendees from an event invitation on the Salesforce event record, make sure that
EDITIONS
the Attendees field is available on your page layouts for the Event object. Then, when sales reps
log an event, all attendees on the event with matching Salesforce records are included as attendees Available in: Salesforce
on the event record. All attendees see the same invite on their Salesforce calendar. The attendee Classic (not available in all
RSVP status isn’t included. orgs) and Lightning
Experience
Note: In Salesforce Classic, attendees are captured in the Hasn’t Responded field, which is
available by default. Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
SEE ALSO:
Group, Professional,
Event Fields in Lightning Experience Enterprise, Performance,
Create Page Layouts Unlimited, and Developer
Editions

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Sales Productivity Outlook and Gmail Integration on Desktop

Enable Event Type Selections to Log Events from Outlook or Gmail

Use the Type field on the Event object to provide sales reps a selection list to identify the type of
EDITIONS
event logged from the Outlook or Gmail integration. If the field is visible, reps can choose from a
list of event types to classify the event they’re logging. Customize the Type field’s picklist values to Available in: Salesforce
reflect the types of communications in your business. Classic (not available in all
1. From the Object Manager in Setup, find the Event object. orgs) and Lightning
Experience
2. In Field & Relationships, select Type.
3. In Field Information, select Edit, set Field Usage to Active, and set any other field information Available with Sales Cloud,
Service Cloud, and Lightning
required for your configuration.
Platform in: Essentials,
4. Save the settings. Group, Professional,
5. In the Field Information, select Set Field-Level Security. Make the field visible to the users and Enterprise, Performance,
profiles who log events from the integration. Unlimited, and Developer
Editions
6. Save the settings.
7. In Event Type Picklist Values, add, reorder, or replace the values you want to include as event
USER PERMISSIONS
type selections.
8. Save the picklist values. To view field accessibility:
• View Setup and
As long as the Type field for the Event object is visible, sales reps see the field in the integration Configuration
when logging events. However, if you choose to make the field required on a page layout, it isn’t
To change field accessibility:
required when logging events from the integration. The integration doesn’t distinguish between
• Customize Application
user profiles and the page layouts they’re assigned for the field.
AND
Tip: The Event object’s Type picklist is different than other picklists, which makes it unique
Manage Profiles and
when including it in reports. To include the Type field in reports, create a workflow to copy Permission Sets
the values from the field to a new custom field on the Event object. You can then add the
custom field to your report.

SEE ALSO:
Field Permissions
Add or Edit Picklist Values
Knowledge Article: Reporting on the Type field for Activities or Events

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Sales Productivity Outlook and Gmail Integration on Desktop

Customize the Email Application Pane for Outlook and Gmail

You can tailor the email application pane used in Microsoft® Outlook® and in Gmail™ to better fit
EDITIONS
how your reps do their work.
Available in: Salesforce
Considerations for Customizing the Email Application Pane for Outlook and Gmail Classic (not available in all
You can customize the email application pane to better reflect your reps’ workflow and your orgs) and Lightning
company’s processes. Keep these considerations in mind when customizing the various Experience
components. Available with Sales Cloud,
Build Email Applications Panes for Outlook and Gmail Service Cloud, and Lightning
When you customize an email pane, you specify the Salesforce content and features that sales Platform in: Essentials,
Group, Professional,
reps see in Microsoft® Outlook® and in Gmail™. To create custom panes, use the Lightning App
Enterprise, Performance,
Builder and add standard and custom components, including components from AppExchange.
Unlimited, and Developer
Assign Custom Email Application Panes for Outlook and Gmail to User Profiles Editions
To get your reps up and running using a custom email application pane, activate the pane.
Then assign your customized pane as the default for all users or specific user profiles.

SEE ALSO:
Considerations for Customizing the Email Application Pane for Outlook and Gmail
Assign Custom Email Application Panes for Outlook and Gmail to User Profiles

Considerations for Customizing the Email Application Pane for Outlook and Gmail
You can customize the email application pane to better reflect your reps’ workflow and your
EDITIONS
company’s processes. Keep these considerations in mind when customizing the various components.

Tip: We recommend modifying one of the default panes to meet your needs. Start with a Available in: Salesforce
base pane, or if you’re using Inbox in the integration, start with a pane with Inbox features. Classic (not available in all
orgs) and Lightning
You can customize any of these parts of the pane. Experience

Available with Sales Cloud,

Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

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Sales Productivity Outlook and Gmail Integration on Desktop

Create records (1)

Let sales reps create accounts, cases, leads, opportunities, and custom objects directly from their email. A quick action menu assigned
to a publisher layout determines which record types reps can create. The menu also includes other actions, such as logging a call.
Your Salesforce edition determines how you set up an action menu and whether you can customize the menu’s options.
Organize tabs (2)
Control which components are available in each tab, the tab order, tab names, and whether they’re available when reps are reading
or composing emails. You can also set a default tab to display when reps are reading or composing an email. These tab customizations
apply only to the tabs shown in the main email integration pane. You can’t change the tab order or tab names in the record detail
shown when a user clicks a related record to access its details.
Choose available objects (3)
Select the objects available for email and event logging and returned through search. You can include standard objects, such as
accounts, opportunities, and people, and custom objects that you created. We recommend grouping the objects on a single tab.
Place the object type that your reps log emails and events to most often at the top so it’s easy to access. The objects display the first
three fields included in their assigned compact layout.

Note: If you use Einstein Activity Capture, you can also add quote and contract objects to your email application pane. To
include these objects, make sure that you enable quotes and set up contracts.
Add features (4)
Include the features available to email integration users, such as the Log Email button, tasks, and email templates. If you use Inbox,
you can include Inbox features such as calendar availability and text shortcuts. Only the features contained in a tab are available to
email integration users. You can also use filters to determine which components are available during read mode and compose mode.
For the best experience, group components based on whether they apply to reading or composing emails.

SEE ALSO:
Email Application Publisher Layouts
Send Email Action Considerations for Cases
Developer Guide: Create Components for the Outlook and Gmail Integrations

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Sales Productivity Outlook and Gmail Integration on Desktop

Build Email Applications Panes for Outlook and Gmail

When you customize an email pane, you specify the Salesforce content and features that sales reps
EDITIONS
see in Microsoft® Outlook® and in Gmail™. To create custom panes, use the Lightning App Builder
and add standard and custom components, including components from AppExchange. Available in: Salesforce
Note: If you use Inbox features in your email integration, you can add Inbox components, Classic (not available in all
orgs) and Lightning
such as email tracking. Only users with an Inbox license can see Inbox components.
Experience
1. From Setup, in the Quick Find box, enter Integration, and then select either Outlook
Integration and Sync or Gmail Integration and Sync. Available with Sales Cloud,
Service Cloud, and Lightning
2. Expand Let users access Salesforce records, and select Customize content with App Platform in: Essentials,
Builder. Group, Professional,
3. Navigate to the Lightning App Builder. Enterprise, Performance,
Unlimited, and Developer
• In Lightning Experience:
Editions
From the setup page, under Email Application panes, click Create New Pane. Follow the
steps until you reach the design page.
USER PERMISSIONS
If you’re adding Inbox components, from the Create New Pane menu, select With Inbox
Features. Follow the steps until you reach the design window. To customize the email
application panes:
• In Salesforce Classic: • Customize Application
From Setup, in the Quick Find box, enter App Builder, and then select New under To create and save Lightning
Lightning Pages. Select Email Application Pane. Follow the steps until you reach the pages in the Lightning App
design window. Builder:
• Customize Application
4. Drag components onto the pane, and arrange them in the order you want them to appear. To view Lightning pages in
To show accounts, activities, cases, quotes, or contracts that are related to an email or event, the Lightning App Builder:
add the Accounts, Opportunities, and More component to the pane. Select the object type • View Setup and
Configuration
that you want to show in the component. If your company is set up with Inbox, you can use
the same component to show custom objects. The email application pane can have multiple
Accounts, Opportunities, and More components to show different object types.

Tip: To show matching records that aren’t people or that are a different object type than what is selected in a Accounts,
Opportunities, and More component, add the Other Logged Record component.

5. To view the page properties, add a description, or create a filter that determines when a component appears, click the empty area
of the canvas.

Tip: Some components are useful when reading emails or viewing events while others are helpful when composing emails
or editing events. Use a filter to determine when a particular component is shown.

6. Click Save.
7. You’re ready to activate the pane and assign it to user profiles. Go to the Lightning App Builder to activate. You can also assign the
pane to user profiles using the Set Page Assignment options in the integration setup pages.

SEE ALSO:
Considerations for Customizing the Email Application Pane for Outlook and Gmail
Dynamic Lightning Pages

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Sales Productivity Outlook and Gmail Integration on Desktop

Assign Custom Email Application Panes for Outlook and Gmail to User Profiles
To get your reps up and running using a custom email application pane, activate the pane. Then
EDITIONS
assign your customized pane as the default for all users or specific user profiles.

Note: To see Inbox components in an email application pane, reps need an Inbox license, Available in: Salesforce
regardless of their user profile. Classic (not available in all
orgs) and Lightning
1. Navigate to your custom email pane. Experience
• In Lightning Experience:
Available with Sales Cloud,
From Setup, in the Quick Find box, enter Integration, and then select either Outlook Service Cloud, and Lightning
Integration and Sync or Gmail Integration and Sync. Expand Let users access Platform in: Essentials,
Salesforce records, and go to the Email Application Pane Assignments by Profile section. Group, Professional,
Enterprise, Performance,
• In Salesforce Classic: Unlimited, and Developer
From Setup, in the Quick Find box, enter App Builder, and then select New under Editions
Lightning Pages. Select Email Application Pane. Follow the steps until you reach the
design window. USER PERMISSIONS

2. Assign a custom pane as the new default, or select specific user profiles and follow the on-screen To customize the email
steps. application panes:
• Customize Application

SEE ALSO: To create and save Lightning

pages in the Lightning App
Build Email Applications Panes for Outlook and Gmail Builder:
• Customize Application
Extend the Outlook and Gmail Integrations with Inbox To view Lightning pages in
the Lightning App Builder:
Add Inbox productivity features to the integration with Microsoft® Outlook® and with Gmail to
• View Setup and
provide your sales reps with more tools. Features include productivity enhancers such as availability Configuration
scheduling for meetings, tracking when emails are opened, and scheduling when to send emails.
Add one or all the productivity features for your sales reps.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Guidelines for Extending the Outlook and Gmail Integrations with Inbox
To provide more features when composing emails, add Inbox features to the Outlook and Gmail integration. Review some
considerations before adding Inbox.
Select Who Can Use Salesforce Inbox Features in the Outlook and Gmail Integrations
Add Inbox features to the integration with Microsoft® Outlook® or with Gmail to provide your sales reps with more tools to streamline
their work. Use one of the Inbox permission sets to turn on the productivity features for sales reps who need them.

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Sales Productivity Outlook and Gmail Integration on Desktop

Add Salesforce Inbox Features to the Outlook and Gmail Integrations

Add Salesforce Inbox features to your integration with Microsoft® Outlook® or with Gmail™ to give your reps access to more tools to
increase their productivity. You already have the integration enabled. With the addition of an Inbox license, you can easily add Inbox
productivity features.
Add Zoom Video Conferencing to the Outlook and Gmail Integrations with Inbox
Integrate Salesforce with Zoom to give reps the option to automatically create and add Zoom links to meetings that are created
using the Insert Availability feature.
Considerations for Tracking Emails in the Outlook and Gmail Integrations with Inbox
When you add Inbox features to the Outlook or Gmail integration, sales reps can track when recipients open emails and click links
in the emails they send. Before you enable email tracking for your sales reps, review these key considerations about setup and how
emails are tracked.
Outlook and Gmail Integration with Inbox Cookies
The Outlook and Gmail integrations with Inbox use cookies to establish and identify unique user sessions and to increase security.
Move from the Legacy Inbox Add-In or Extension to the Outlook or Gmail Integration with Inbox
On March 31, 2021, the Legacy Inbox Outlook Add-in and Gmail Chrome Extension are retiring. Inbox features are now available in
the Salesforce add-in available in the App Source Store and Chrome Web Store, respectively. That app contains the features for the
Outlook and Gmail integrations. An Inbox license unlocks Inbox features that your reps use today.

SEE ALSO:
Permission Sets
Einstein Activity Capture
Move Reps from Legacy Salesforce Inbox to the Outlook or Gmail Integration with Inbox
Outlook Integration System Requirements
Gmail Integration System Requirements
Set Up Inbox

Guidelines for Extending the Outlook and Gmail Integrations with Inbox
To provide more features when composing emails, add Inbox features to the Outlook and Gmail integration. Review some considerations
before adding Inbox.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

• An Inbox license is available with Sales Engagement, with Sales Cloud Einstein, and as a standalone license.
• Turning on Inbox features in Government Cloud and Government Cloud Plus organizations may send data outside the authorization
boundary. Contact your Salesforce account executive for more details.
• The Salesforce add-in for Outlook is available in the Microsoft AppSource and the Chrome Web Store for Gmail. The add-in includes
Inbox features, which are unlocked with an Inbox license. Sales reps don’t install a different add-in.
• Inbox is supported in sandbox orgs. If you’re creating a sandbox from a production org that has Inbox enabled, you must enable
Inbox in the sandbox org again. It’s disabled in the sandbox org by default.

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Sales Productivity Outlook and Gmail Integration on Desktop

• To enable Inbox features, turn on Make Inbox Available to Users on the Salesforce Inbox page in Salesforce Setup.
• To configure Inbox features in the new integration, use the Outlook Integration and Sync page or Gmail Integration and Sync page
in Salesforce Setup.
• To remove features from the integration, use the Lightning App Builder to remove the feature’s component from the email application
panes. To turn off the email tracking feature for individual users, remove the email tracking components using Lightning App Builder.
To turn off the email tracking feature for all users, use the Email Tracking option on the Salesforce Inbox page in Salesforce Setup.
• To generate reports about email messages and their effectiveness, create a custom report type using the Email Message primary
object.
• If quick text is enabled in Salesforce Setup, text shortcuts are available in Inbox. Each sales rep’s text shortcuts are saved and available
only for them. Use email templates for larger portions of text or for text that you want to make available to multiple reps.
• If you use Visualforce email templates and reps send their emails from the Lightning Experience, include the <br /> in the email
template to ensure line breaks appear correctly.
• Sending or receiving emails from addresses that contain non-Latin-based characters isn’t supported when Inbox is enabled.
• To automatically create and add Zoom links to meetings that are created using the Insert Availability feature, enable the Zoom
integration. Reps can connect their Zoom account to use when generating the meeting.

SEE ALSO:
Zoom Integration
Salesforce Help: Create a Custom Report Type

Select Who Can Use Salesforce Inbox Features in the Outlook and Gmail Integrations
Add Inbox features to the integration with Microsoft® Outlook® or with Gmail to provide your sales reps with more tools to streamline
their work. Use one of the Inbox permission sets to turn on the productivity features for sales reps who need them.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Assign one of the standard permission sets to the sales reps that you want to have access to Inbox productivity features in their email.
• Inbox With Einstein Activity Capture
• Inbox Without Einstein Activity Capture
• Inbox Included
• Sales Cloud Included Bundle

Note: Inbox is included with Performance and Unlimited editions. If you have users who accessed Inbox through the Inbox, Sales
Cloud Einstein, or Sales Engagement license before Summer ’22, we recommend that you assign those users to the Inbox Included
or Sales Cloud Included Bundle permission set, or a custom permission set that includes the Inbox permission. To make these
assignments, assign the new permission set to your users before removing the old permission set. Beginning in Summer ‘22, you
can’t add users to the old Inbox, Sales Cloud Einstein, or Sales Engagement permission sets.

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Sales Productivity Outlook and Gmail Integration on Desktop

Important: If you use Sales Cloud Einstein, Inbox permissions are included in the Sales Cloud Einstein permission set. If you use
Sales Engagement, Inbox permissions are included in the Sales Engagement User permission set. Inbox isn’t included in the Sales
Engagement User Included, Sales Engagement Cadence Creator Included, or Einstein Activity Capture Included permission set.

SEE ALSO:
Select Who Can Use Sales Cloud Einstein
Assign Permission Sets for Sales Engagement Users
Move from the Legacy Inbox Add-In or Extension to the Outlook or Gmail Integration with Inbox

Add Salesforce Inbox Features to the Outlook and Gmail Integrations

Add Salesforce Inbox features to your integration with Microsoft® Outlook® or with Gmail™ to give
USER PERMISSIONS
your reps access to more tools to increase their productivity. You already have the integration
enabled. With the addition of an Inbox license, you can easily add Inbox productivity features. To assign permission sets to
users:
Available in: Lightning Experience • Assign Permission Sets
To set up custom email
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
application panes:
Performance, and Unlimited Editions
• Customize Application
All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein. To create and save Lightning
pages in the Lightning App
Builder:
1. From Setup, in the Quick Find box, enter Integration, and then select either Outlook • Customize Application
Integration and Sync or Gmail Integration and Sync. To view Lightning pages in
2. Expand Let users access Salesforce records. the Lightning App Builder
• View Setup and
3. If you use Outlook, make sure that Email to Salesforce and Use Enhanced Email are enabled. Configuration
4. In the Inbox in the Integration section, select Edit Settings and enable Make Inbox Available
to Users in the Salesforce Inbox page.
You can also access this setting by entering Inbox in the Quick Find box in Setup and selecting Setup Assistant.

5. In the Salesforce Inbox page, select Assign Permissions Sets. Assign the Inbox With Einstein Activity Capture or Inbox Without
Einstein Activity Capture permission set to reps who can use Inbox features.
If your reps use Sales Engagement, the Sales Engagement User permission set also includes Inbox features.

6. Return to the Outlook Integration and Sync or Gmail integration and Sync setup page.
7. To change the layout or availability of features in the integration, enable Customize Content with App Builder, and select to
create an email application pane. Use the Lightning App Builder to customize the pane.
The email application pane is a Lightning App Builder page that applies to the Salesforce pane in Outlook or Gmail. When you enable
Inbox, the default email application pane includes all Inbox productivity features. To include only the features that your reps need,
or to change the organization of the features in the pane, create one or more custom panes.

Tip: To start your custom design, use the With Inbox Features option in the Email Application Pane section. Then, remove
the features that you don’t need from the default email application pane.

8. Activate the email application pane, and assign it to the appropriate user profiles.

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Sales Productivity Outlook and Gmail Integration on Desktop

Sales reps with an Inbox permission set see the new pane the next time they open the integration in their email.

SEE ALSO:
Select Who Can Use Salesforce Inbox Features in the Outlook and Gmail Integrations
Customize the Email Application Pane for Outlook and Gmail
Set Up Inbox
Lightning App Builder

Add Zoom Video Conferencing to the Outlook and Gmail Integrations with Inbox
Integrate Salesforce with Zoom to give reps the option to automatically create and add Zoom links
EDITIONS
to meetings that are created using the Insert Availability feature.
You enable the Zoom integration to connect Salesforce with Zoom. Then, reps can connect their Available with Sales Cloud,
company Zoom account. After connecting their accounts, reps can select to have a Zoom meeting Service Cloud, and Lightning
link automatically generated when a meeting is created using the Insert Availability feature. Reps Platform in: Essentials,
don’t have to manually generate their own link and remember to add the link to meeting after it’s Group, Professional,
created. Enterprise, Performance,
Unlimited, and Developer
Editions
SEE ALSO:
Available with Inbox, which
Zoom Integration
is available in Professional,
Enterprise, Performance,
Considerations for Tracking Emails in the Outlook and Gmail Integrations with and Unlimited Editions
Inbox Available with Sales Cloud
When you add Inbox features to the Outlook or Gmail integration, sales reps can track when recipients Einstein, which is available
open emails and click links in the emails they send. Before you enable email tracking for your sales for an extra cost
reps, review these key considerations about setup and how emails are tracked. in: Enterprise, Performance,
and Unlimited Editions
Available in: Lightning Experience Available with Sales
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Engagement, which is
available for an extra cost
Performance, and Unlimited Editions
in: Enterprise, Performance,
All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein. and Unlimited Editions

General Considerations
• Email tracking applies to HTML-based emails and mass emails.
• In Lightning Experience, you can see email tracking information in the activity timeline.
• In Salesforce Classic, you can see email tracking information in the HTML Email Status related list and the HTML Email Status report.
• When reps send an email through Office 365 with Inbox mobile, tracking information doesn’t appear in the activity timeline.
• To restrict access to email tracking for individual reps, create custom email application panes that don’t include email tracking
components. Assign the custom panes to specific user profiles. To restrict access to email tracking for all reps, turn off the Email
Tracking option in the Salesforce Inbox Setup Assistant in Salesforce setup.

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Sales Productivity Outlook and Gmail Integration on Desktop

• The Email Tracking - List component is on the Feed tab in the default email application pane. This component shows all sales
engagement and alert information for emails across Salesforce, not just for emails sent from Outlook or Gmail. The sales engagement
data reps receive on the Feed tab depends on the features enabled in Salesforce.
• The Email Tracking - Individual Receipt is on the Related tab in the default email application pane. This component shows the tracking
details for the selected email. You can add the Email Tracking - Individual Receipt component to any tab that is available during read
mode.
• Emails set for tracking are tracked indefinitely. If you remove the tracking components from the email application pane after an email
is sent or turn off email tracking, the email is still tracked. But removing the components restricts access to the tracking information.
• If email tracking is enabled in your Sales Engagement setup, be sure to also enable it for the integration. Both must be enabled to
track emails sent from the Work Queue in the integration.
• To track links in emails started from the Sales Engagement Work Queue, also add the Email Tracking component to a tab available
in Compose mode.

Outlook or Gmail Integration with Inbox and Einstein Activity Capture

• When sales reps send an email, tracking information isn’t automatically logged. To automatically log tracking information, give your
reps access to Inbox features and set emails to track.
• When sales reps send an email, tracking information shows in the activity timeline, but doesn't appear in the HTML Email Status
report.

SEE ALSO:
Customize the Email Application Pane for Outlook and Gmail
Considerations for Tracking Emails Sent from Salesforce Inbox
Considerations for Email Open Tracking

Outlook and Gmail Integration with Inbox Cookies

The Outlook and Gmail integrations with Inbox use cookies to establish and identify unique user sessions and to increase security.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

The Outlook and Gmail integrations with Inbox use cookies to maintain data access during a session and to prevent cross-site request
forgery when requests are made between the client and the server.
The following table describes the cookies that Salesforce collects for the Outlook and Gmail integrations with Inbox. These cookies are
required for the apps to work correctly.

Cookie Name Duration Cookie Type Description

JSESSIONID Session Required Identifies a user’s unique session of
the app for login, authentication, and
data purposes. Each time a user logs
in, a different session ID is created so

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Sales Productivity Outlook and Gmail Integration on Desktop

Cookie Name Duration Cookie Type Description

information is stored and passed
between the client and server for that
session only.

XSRF-TOKEN Session Required Captures a value that is used to

identify requests from a user’s logged
in session. Salesforce servers generate
and send the cookie to the client
when the session is established.
When the client requests information
from the server, it includes the unique
cookie value in the request. The
cookie values must match for the
server to accept the request.

Move from the Legacy Inbox Add-In or Extension to the Outlook or Gmail Integration with Inbox
On March 31, 2021, the Legacy Inbox Outlook Add-in and Gmail Chrome Extension are retiring. Inbox features are now available in the
Salesforce add-in available in the App Source Store and Chrome Web Store, respectively. That app contains the features for the Outlook
and Gmail integrations. An Inbox license unlocks Inbox features that your reps use today.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Change is never easy, but we’re here to help make the transition as smooth as possible.
Review the differences between the legacy versions of Inbox and the new Outlook and Gmail integrations with Inbox. Migrate users to
the new products, and share the information with them to make their transition a smooth one. Review the system requirements before
you get started to ensure that your server and email clients meet the requirements needed for the new integrations.

Compare the Legacy Inbox Add-In and Extension to the Outlook and Gmail Integrations with Inbox
The new Salesforce add-in, which provides the Outlook and Gmail integration base features and Inbox features is built on the trusted
Salesforce platform. That platform brings you the security you trust with Salesforce and the side panel is customizable using Lightning
App Builder to better meet your users needs.
Move Reps from Legacy Salesforce Inbox to the Outlook or Gmail Integration with Inbox
The integration with Microsoft® Outlook® and with Gmail™ with Inbox help increase productivity while composing emails. If your
sales reps are using older versions of Salesforce Inbox on a desktop, you can easily move reps to the new version.
Tips for Working in the Gmail Integration with Inbox
If your company is moving from the legacy Salesforce Inbox Chrome extension to the Gmail integration with Inbox, review the
differences between the two solutions for a smooth transition.

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Sales Productivity Outlook and Gmail Integration on Desktop

Tips for Working in the Outlook Integration with Inbox

If your company is moving from the legacy Salesforce Inbox Outlook add-in to the Outlook integration with Inbox, review the
differences between the two solutions for a smooth transition.

SEE ALSO:
Outlook Integration System Requirements
Gmail Integration System Requirements

Compare the Legacy Inbox Add-In and Extension to the Outlook and Gmail Integrations with Inbox
The new Salesforce add-in, which provides the Outlook and Gmail integration base features and Inbox features is built on the trusted
Salesforce platform. That platform brings you the security you trust with Salesforce and the side panel is customizable using Lightning
App Builder to better meet your users needs.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Feature Legacy Inbox Outlook Integration with Gmail Integration with

Inbox Inbox
Support for personal Gmail N/A
accounts
(Requires a G-Suite email
account)

Support for shared folders

(delegate access)

Customize the layout and

features that reps see using
Lightning App Builder (admins
only)

Add Lightning components,

including AppExchange
components to the side panel
(admins only)

Choose favorite objects

(Admin determines objects (Admin determines objects
available in the related list) available in the related list)

Log emails to Salesforce records

(To multiple people records and (To multiple people records and
one other record) one other record)

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Sales Productivity Outlook and Gmail Integration on Desktop

Feature Legacy Inbox Outlook Integration with Gmail Integration with

Inbox Inbox
Use email templates
(HTML and Lightning Experience (HTML and Lightning Experience
templates) templates)

Send mass emails*

(Use Lightning list emails (Use Lightning list emails
instead) instead)

Log calendar events to

Salesforce and identify the event
type

Log emails and events to

Salesforce records created from
custom objects

Create Salesforce contacts, leads,

and opportunities

Create Salesforce cases

Create Salesforce records for

other standard objects, such as
(Add quick actions to the (Add quick actions to the
accounts
publisher layout) publisher layout)

Create Salesforce records for

custom objects
(Add quick actions to the (Add quick actions to the
publisher layout) publisher layout)

Insert available times for

meetings and schedule
(Localized and accessibility (Localized and accessibility
meetings on behalf of a
compliant) compliant)
colleague

Schedule emails to send later

View, edit, and create text

shortcuts
(Integrated with Lightning Quick (Integrated with Lightning Quick
Text) Text)

Know when recipients open

emails
(Also available in the email (Also available in the email
record and Sales Engagement) record and Sales Engagement)

Know when recipients click links

in emails

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Sales Productivity Outlook and Gmail Integration on Desktop

Feature Legacy Inbox Outlook Integration with Gmail Integration with

Inbox Inbox
Push phone number to phone

Receive follow-up reminders if

you’ve received no reply
(Via native Outlook features) (Via native Outlook features)

Receive Google Chrome desktop N/A

notifications
(Available via the Inbox mobile
app)

Support for Einstein Activity

Capture

*List emails sent from legacy versions of Inbox don’t migrate to Lightning list emails.

Move Reps from Legacy Salesforce Inbox to the Outlook or Gmail Integration with Inbox
The integration with Microsoft® Outlook® and with Gmail™ with Inbox help increase productivity
USER PERMISSIONS
while composing emails. If your sales reps are using older versions of Salesforce Inbox on a desktop,
you can easily move reps to the new version. To assign permission sets to
users:
Available in: Lightning Experience • Assign Permission Sets
To set up custom email
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
application panes:
Performance, and Unlimited Editions
• Customize Application
All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein. To create and save Lightning
pages in the Lightning App
Builder:
Salesforce admins use these steps if reps are running the legacy Salesforce Inbox in Outlook or • Customize Application
Gmail and are moving to the Outlook or Gmail integration with Inbox. Sales reps can also run Inbox To view Lightning pages in
on iOS and Android using a standalone application and access some Inbox features in Lightning Lightning App Builder:
Email. This setup doesn’t affect the Inbox mobile app or Inbox features in Lightning Email. • View Setup and
Configuration
Note: Reps can’t run legacy Inbox versions at the same time as the new version. Reps must
either disable or remove the legacy Inbox application before running the new one.
1. From Setup, in the Quick Find box, enter Integration, and then select either Outlook Integration and Sync or Gmail
Integration and Sync.
2. Expand Let users access Salesforce records.
3. If you use Outlook, make sure that Email to Salesforce and Use Enhanced Email are enabled.
4. In the Inbox in the Integration section, select Edit Settings and enable Make Inbox Available to Users in the Salesforce Inbox
page.
You can also access this setting by entering Inbox in the Quick Find box in Setup and selecting Setup Assistant.

5. Return to the Outlook Integration and Sync or Gmail Integration and Sync setup page.

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Sales Productivity Outlook and Gmail Integration on Desktop

6. To change the layout or availability of features in the integration, enable Customize Content with App Builder, and select to
create an email application pane. Use the Lightning App Builder to customize the pane.
The email application pane is a Lightning App Builder page that applies to the Salesforce pane in Outlook or Gmail. When you enable
Inbox, the default email application pane includes all Inbox productivity features. To include only the features that your reps need,
or to change the organization of the features, you can create one or more custom panes.

Tip: Use the With Inbox Features option to start your custom design. Then, remove the features that you don’t need from
the default email application pane.

7. Activate the email application pane, and assign it to the appropriate user profiles.
8. Have your sales reps remove the legacy Salesforce Inbox Outlook add-in from Outlook or the extension from Chrome. If your reps
use Outlook, the Exchange Admin can remove the add-in from the Microsoft Exchange Admin Console or Exchange admin center.
9. Have your sales reps add Salesforce from the Microsoft AppSource or Chrome Web Store. If you use Outlook, the Exchange Admin
can centrally deploy the add-in from the Microsoft Exchange Admin Center.

Tip: After adding the extension, updates from Salesforce occur automatically.

SEE ALSO:
External Link: Get an Office Add-in for Outlook
External Link: Install and manage extensions
Customize the Email Application Pane for Outlook and Gmail
Set Up Inbox

Tips for Working in the Gmail Integration with Inbox

If your company is moving from the legacy Salesforce Inbox Chrome extension to the Gmail integration with Inbox, review the differences
between the two solutions for a smooth transition.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Salesforce Inbox Productivity Tools

All Salesforce Inbox tools are available in the side panel, and not in a separate toolbar. Your Salesforce admin determines which tools
are available in your integration. The tools that are available depend on the action you’re taking in your email.
When you’re composing an email, the side panel includes the Compose tab.

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The Compose tab includes options to insert your availability, track an email (called Read Receipts in legacy versions of Inbox), schedule
emails to send later, and to insert text shortcuts. You also have access to insert and create email templates.
When you’re reading an email, the integration panel includes the Related tab. The Related tab contains the Salesforce records related
to the email you’re reading.

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At any time, view emails scheduled to send later in the Scheduled tab, and view email tracking information in the Feed tab.

If your Salesforce admin has customized the email application pane, these tabs could have different and show in a different order.

Email Logging
There are multiple ways to log an email to Salesforce records. When you’re composing an email, use the Log Email on Send option to
select which records to log an email to when it’s sent. Be sure to save your selections in the integration pane before sending your email.
The email is logged to the selected records after it’s sent.

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Sales Productivity Outlook and Gmail Integration on Desktop

Or, use the reminder to log prompt to select records to log your email to after it’s sent. To disable the prompt, select Log Email on Send
in the integration pane, and deselect the Always remind me to log option at the bottom of the pane.

Related Records
In the legacy Salesforce Inbox Chrome extension, you could hide internal records from appearing as related records using the Hide
Internal Records setting. In the Gmail integration, to make the list of related records more relevant, resolve the email addresses related
to those records. The integration remembers your choices over time and your preferences across many objects. For example, click the
number with the yellow triangle. The integration shows all possible matches for that email address. Select the record you want the
integration to remember as the default record for that email address, and click Select to save your preference.

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Sales Productivity Outlook and Gmail Integration on Desktop

After you select the record you want the integration to remember, the panel shows all other related objects depending on your selection.
For example, related opportunities and accounts.

Favorite Objects
You can’t identify objects as favorites in the Gmail Integration. Use the search to find other records to log an email to. If you can’t find
an object that you used in the past, contact your Salesforce admin.

Add Salesforce Records

The integration recognizes email addresses that don’t match a record in Salesforce when viewing or composing an email. Add those
people to Salesforce as a new contact or lead.

You can also create records at any time using the add option in the navigation bar.

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Sales Productivity Outlook and Gmail Integration on Desktop

If you don’t see an object type in this list, ask your Salesforce admin to add the object type to the Email Publisher Layout.

Gmail Full-Screen Compose Mode

The Gmail integration is supported in Compose mode when using the smaller, compose window, not in the full-screen compose window.

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Sales Productivity Outlook and Gmail Integration on Desktop

To set Gmail to default to the smaller, window, select the Compose settings (1), and then deselect Default to full-screen (2).

SEE ALSO:
Use the Outlook and Gmail Integrations
Video: Connecting Gmail with Salesforce (English Only)

Tips for Working in the Outlook Integration with Inbox

If your company is moving from the legacy Salesforce Inbox Outlook add-in to the Outlook integration with Inbox, review the differences
between the two solutions for a smooth transition.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Salesforce Inbox Productivity Tools

All Salesforce Inbox tools are available in the side panel, and not in a separate toolbar. Your Salesforce admin determines which tools
are available in your integration. The tools that are available depend on the action you’re taking in your email.
When you’re composing an email, the side panel includes the Compose tab.

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The Compose tab includes options to insert your availability, track an email (called Read Receipts in legacy versions of Inbox), schedule
emails to send later, and to insert text shortcuts. You also have access to insert and create email templates.
When you’re reading an email, the integration panel includes the Related tab. The Related tab contains the Salesforce records related
to the email you’re reading.

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Sales Productivity Outlook and Gmail Integration on Desktop

At any time, view emails scheduled to send later in the Scheduled tab, and view email tracking information in the Feed tab.

If your Salesforce admin has customized the email application pane, these tabs could have different and show in a different order.

Log Emails and Events

When you’re composing an email, use the Log Email on Send option to select which records to log an email to when it’s sent. Be sure
to save your selections in the integration pane before sending your email. The email is logged to the selected records after it’s sent.

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Sales Productivity Outlook and Gmail Integration on Desktop

When you’re reading an email, use the Log Email button in the Related tab and select which records to log the email to.

When you’re organizing an event, create the event and save it in your Outlook calendar. You can log the event to Salesforce records
after the event is saved.

Related Records
In the legacy Salesforce Inbox Chrome extension, you could hide internal records from appearing as related records using the Hide
Internal Records setting. In the Outlook integration, make the list of related records more relevant by resolving the email addresses
related to those records. The integration remembers your choices over time and your preferences across many objects. For example,

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Sales Productivity Outlook and Gmail Integration on Desktop

click the number with the yellow triangle. The integration shows all possible matches for that email address. Select the record you want
the integration to remember as the default record for that email address, and click Select to save your preference.

Favorite Objects
You can’t identify objects as favorites in the Outlook integration. Use the search to find other records to log an email to. If you can’t find
an object that you used in the past, contact your Salesforce admin.

Add Salesforce Records

The integration recognizes email addresses that don’t match a record in Salesforce when viewing or composing an email. Add those
people to Salesforce as a new contact or lead.

You can also create records at any time using the add option in the navigation bar.

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Sales Productivity Outlook and Gmail Integration on Desktop

If you don’t see an object type in this list, ask your Salesforce admin to add the object type to the Email Publisher Layout.

Use the Outlook and Gmail Integrations

Increase your productivity and work smarter and faster without leaving your email application. With
EDITIONS
the integration to Salesforce, see relevant Salesforce records in Outlook® and Gmail™, and relate
email messages to Salesforce, keeping your teammates up-to-date with your communications. Available in: Salesforce
Classic (not available in all
Get the Outlook Integration orgs) and Lightning
To use the integration, each Outlook user needs the Salesforce add-in for Microsoft Outlook. Experience
How you get the add-in is up to your Salesforce admin and your IT department. After the add-in Available with Sales Cloud,
is installed, launch it in Outlook, connect your email account, and then manage the add-in like Service Cloud, and Lightning
you do other Microsoft add-ins. Platform in: Essentials,
Get the Gmail Integration Group, Professional,
Enterprise, Performance,
To start using the integration with Gmail™, get the Salesforce extension from the Chrome Web
Unlimited, and Developer
Store and connect your email account.
Editions
Outlook and Gmail Integration Tour
The integration appears as a side panel next to an open email or event in your email.
Pin the Salesforce Panel in Outlook Desktop So It’s Always Open
In supported versions of Outlook, you can pin the Salesforce side panel so that it stays open as you move through emails.
Considerations for Outlook Shared Folders in Outlook Integration
Sales reps can log emails and events to Salesforce from Outlook shared folders. For example, someone delegates access to their
inbox or calendar to a teammate, or a group uses a shared email address such as [email protected]. Review the considerations
about how the Outlook integration features work in shared folders.

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Sales Productivity Outlook and Gmail Integration on Desktop

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 integration to Microsoft® Outlook® and Gmail™ also ensures
consistent messaging from your team to your customers.
View and Work with Salesforce Data in Outlook and Gmail
With the integration, you can access Salesforce data from an email and create Salesforce records without leaving your email application.
Staying in the email application saves you time and helps ensure that Salesforce is up to date with the latest communications.
Outlook and Gmail with Inbox Productivity Features
If you have an Inbox license, you have productivity tools available while composing emails. Use the tools to work even faster and
smarter while communicating with your customers and prospects.

Get the Outlook Integration

To use the integration, each Outlook user needs the Salesforce add-in for Microsoft Outlook. How
EDITIONS
you get the add-in is up to your Salesforce admin and your IT department. After the add-in is
installed, launch it in Outlook, connect your email account, and then manage the add-in like you Available in: Salesforce
do other Microsoft add-ins. Classic (not available in all
orgs) and Lightning
Note: We recommend that your IT department deploys the Salesforce add-in for you.
Experience
However, if you can access the Microsoft AppSource store, you can install the Salesforce
add-in yourself. If you don’t see the Salesforce icon in the Outlook desktop ribbon or as an Available with Sales Cloud,
option in Outlook on the web, install the Salesforce add-in from the store. If you can’t access Service Cloud, and Lightning
the store, contact your IT department to install the add-in for you. Platform in: Essentials,
Group, Professional,
To learn more about launching and managing the Salesforce add-in from your version of Outlook,
Enterprise, Performance,
see the following Microsoft documentation.
Unlimited, and Developer
• Desktop versions of Outlook Editions
• Outlook on the web

SEE ALSO:
External link: Salesforce add-in in the Microsoft AppSource store
Video: Work with Salesforce in Outlook, Gmail, and Google Calendar (English Only)

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Sales Productivity Outlook and Gmail Integration on Desktop

Get the Gmail Integration

To start using the integration with Gmail™, get the Salesforce extension from the Chrome Web Store
EDITIONS
and connect your email account.
Complete these steps to the integration to the Chrome browser. Available in: Salesforce
Classic (not available in all
Tip: The extension automatically updates with each Salesforce release. There’s no need to orgs) and Lightning
get a new version of the extension when a new Salesforce release is available. Experience
1. In the Chrome Web Store, enter Salesforce in the Search box, then select the Salesforce
Available with Sales Cloud,
extension. Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

2. Click the icon, click Add to Chrome.

3. Click Add extension to add it to your Gmail account.

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Sales Productivity Outlook and Gmail Integration on Desktop

4. After adding the extension to Chrome and navigating to Gmail, enter your Salesforce credentials in the new integration pane.

Tip: For a better viewing experience, we recommend that you turn off Gmail’s People widget. For more support, visit Google’s
support website.

SEE ALSO:
Turn On the Gmail Integration in Salesforce
Video: Work with Salesforce in Outlook, Gmail, and Google Calendar (English Only)

Outlook and Gmail Integration Tour

The integration appears as a side panel next to an open email or event in your email.
EDITIONS
Connecting to Salesforce in Outlook (English Only)
Available in: Salesforce
Connecting to Salesforce in Gmail (English Only)
Classic (not available in all
orgs) and Lightning
To access the integration side panel, click . In desktop versions of Outlook, the icon is available
Experience
in the Ribbon. In Outlook on the web, find the icon in the toolbar on open emails and events. In
Gmail, the icon is next to your email inbox or calendar along with other extensions. Available with Sales Cloud,
Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

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In Outlook, to keep the panel open as you move through your email, click the pin icon (1). The pin option is available in Outlook 2016
on Windows that is installed using Click-to-Run with build 7900 or later, later versions of Outlook, and in Outlook on the web. In Gmail,
the pane stays open until you close it.
The side panel updates to show Salesforce records, such as accounts, opportunities, contacts, and leads that match an address in the
open email or event (2). Your Salesforce admin determines the components available in the integration, but it typically includes a place
to view the people associated with an email, related accounts, and opportunities. To view more details, such as Chatter feeds, the activity
timeline, and related lists, select a matching record. You can also edit record details directly in the pane. The content and fields available
to you in the record details are based on access permissions in Salesforce. To keep Salesforce up to date, log the email or event to a
matching record (3). Select the records to log the email or event to before saving.

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When you’re composing an email, the content and components in the integration pane change to include components such as email
templates.
Use the navigation bar in the integration pane to create Salesforce records, search for records, launch Salesforce for more information,
and to view notifications (4).

SEE ALSO:
Explore Email and Calendar Integration Products
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
Outlook and Gmail Integration on Desktop
Outlook and Gmail Integration on Desktop
Outlook Integration System Requirements
Gmail Integration System Requirements

Pin the Salesforce Panel in Outlook Desktop So It’s Always Open

In supported versions of Outlook, you can pin the Salesforce side panel so that it stays open as you move through emails.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

The pin is supported in the following versions and builds of Outlook:

• For Current or Office Insider channels users, the pin is available in Outlook 2016 for Windows build 7668.2000 and later.
• For Outlook on the web users, the pin is available if the backend is Office 365.
• For new or legacy Outlook for Mac users, the pin is available in version 16.13.180513 and later.
• For Deferred channel users, the pin is available 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.

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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 or the Outlook integration.

2.
Click in the upper-right corner of Salesforce side panel. The image changes to .
In the Outlook integration with or without Inbox, pin the panel open while reading an email. Pin the panel open again while
composing an email to ensure that the panel is always open.

Considerations for Outlook Shared Folders in Outlook Integration

Sales reps can log emails and events to Salesforce from Outlook shared folders. For example, someone
EDITIONS
delegates access to their inbox or calendar to a teammate, or a group uses a shared email address
such as [email protected]. Review the considerations about how the Outlook integration features Available in: Salesforce
work in shared folders. Classic (not available in all
orgs) and Lightning
Note: Only shared folders, which provide delegate access to an inbox or calendar, are
Experience
supported. Outlook shared mailboxes aren’t supported in Microsoft add-ins.
Available with Sales Cloud,
Service Cloud, and Lightning
Supported Environments
Platform in: Essentials,
Work with your IT pro to determine if your company and your email account are set up correctly. Group, Professional,
Shared folder support is available if you meet the following requirements: Enterprise, Performance,
• You use Exchange Online (build 15.20.3283.23 or later) Unlimited, and Developer
Editions
• You use one of the following email clients:
– Microsoft 365 (also called Office 365) subscription version 1910 (build 12130.20272) or later
– Office 2019 one-time purchase (retail) with a build version 1910 (build 12130.20272) or later
– Outlook on the web

Note: Integration features for shared folders aren’t supported in Outlook on Mac.

• You’re a member of the shared folder with full access and that auto-mapping is enabled for your email account.
• Enhanced Email is enabled in Salesforce.

Outlook Integration Features

Keep these considerations in mind when using the Outlook integration features from a shared folder:
• Logging emails and events from a shared inbox or calendar, uses your Salesforce user. For example, your Salesforce user is Martha
Major, and you log an email from [email protected]. The Activity Timeline shows that Martha Major logged the email, not
[email protected].
• Logging contact information files (.vcf) and XML files isn’t supported.
• To use the Log Email on Send feature from the shared folder, add the shared address to your My Acceptable Email Addresses list in
Salesforce. Find that list in My Email to Salesforce in your personal settings in Salesforce.
• When you send an email from a shared folder, the available email templates are the templates available to your Salesforce user. If
multiple users need access to the same email template from a shared address, make sure that the template is public or shared with
those users.

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Outlook Integration with Inbox Features

Inbox features including Availability, Send Later, Email Tracking, and Text Shortcuts, are available to user from a shared folder. However,
the features use your primary email address or calendar account, not the shared email address or calendar.
For example, if you’re composing an email from a shared folder’s inbox or calendar or on behalf of someone else:
• When you use insert availability, your calendar appears, not the shared calendar.
• When you schedule an email to send later from a shared folder, the draft is saved in the Drafts folder of your email account. It’s not
saved to the Drafts folder in the shared folder. The list of scheduled emails in the Scheduled tab shows the emails that you scheduled.
It doesn’t include emails that others using the shared folder scheduled. However, when the email is sent, it sends from the shared
email account.
• Email engagements show in your email tracking feed, not in the feed in the shared folder.
• Text shortcuts available to insert into an email are your shortcuts. You can’t access another users’ shortcuts.

How Event Owner Matching Works

When a delegate logs an event on a delegator’s calendar, the Outlook integration uses the email of the delegator’s calendar to search
for the delegator’s Salesforce user. If a match is found, the Outlook integration assigns the logged event to that user as the event owner
and organizer. And if the delegate is going to the event, they’re added to the event as an attendee.
If no match is found, the integration assigns the logged event to the delegate.
If the delegate is an event attendee, the integration automatically adds the delegate to the event.

Sales Engagement Work Queue

Your primary email address is used when you compose an email from the Sales Engagement Work Queue in the integration. If you
change the From address to a shared address, some Sales Engagement features, such as advancing the cadence, don’t work correctly.

SEE ALSO:
Set Up Email to Salesforce
Enhanced Email and the Outlook Integration
External link: Allow someone else to manage your mail and calendar
External link: Outlook add-ins overview

Gain Speed and Consistency with Email Templates

Whether it’s writing to prospects or customers, sales reps craft emails quicker with email templates.
EDITIONS
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 Available in: Salesforce
content as needed. Using templates with integration to Microsoft® Outlook® and Gmail™ also ensures Classic and Lightning
consistent messaging from your team to your customers. Experience
Tip: Reps can also save an email they’re composing as a template directly from Outlook and Available with Sales Cloud,
Gmail. However, if they want to include an attachment or image as part of the template, Service Cloud, and Lightning
create the template in Salesforce. Platform in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions

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Use Lightning Email Templates in Microsoft Outlook and Gmail

Use Lightning email templates with the integration with Microsoft® Outlook® or 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 while composing email messages
in your email application. You can also create your own Lightning email template from email messages you craft.
Use Salesforce Classic Email Templates 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 the Outlook and Gmail integrations. 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.

Use Lightning Email Templates in Microsoft Outlook and Gmail

Use Lightning email templates with the integration with Microsoft® Outlook® or Gmail™ to save
EDITIONS
time and maintain consistent messaging to all your customers. When you’re ready to send an email,
you can access the templates while composing email messages in your email application. You can Available in: Lightning
also create your own Lightning email template from email messages you craft. Experience
Note: Attachments in email templates, including inline images, aren’t supported in the Available with Sales Cloud,
Outlook and Gmail integrations. If you insert an email template that contains an attachment, Service Cloud, and Lightning
the body of the template is inserted in the email. However, the attachment isn’t included. Platform in: Professional,
1. Create a template in Lightning Experience. Enterprise, Performance,
Unlimited, and Developer
Tip: Reps can also save an email they’re composing as a template directly from Outlook Editions
and Gmail. However, if they want to include an attachment or image as part of the
template, create the template in Salesforce.
USER PERMISSIONS
2. In your email application, start composing an email and specify its recipients.
To create email templates
3. In your email application pane, click Email Template. • Send Email
4. To view a list of available Lightning email templates for a record type, such as leads, select the To update email templates
record type. • Modify All Data or
template ownership
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.
7. When you’re done, send your email.

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Use Salesforce Classic Email Templates in Microsoft Outlook and Gmail

Save your reps time and maintain consistent messaging for customers. Email templates in Salesforce
EDITIONS
Classic are available to reps using the Outlook and Gmail integrations. Reps can further boost
productivity by accessing shared Classic templates from their email application. To let your reps Available in: Salesforce
include Salesforce records in the email messages, add merge fields to the templates. Classic
Note: Attachments in email templates aren’t supported in the Outlook and Gmail integrations. Available with Sales Cloud,
If you insert an email template that contains an attachment, the body of the template is Service Cloud, and Lightning
inserted in the email. However, the attachment isn’t included. Platform in: Professional,
1. Create a Salesforce Classic template in text, HTML, or custom format. Enterprise, Performance,
Unlimited, and Developer
Tip: Reps can also save an email they’re composing as a template directly from Outlook Editions
and Gmail. However, if they want to include an attachment or image as part of the
template, create the template in Salesforce.
USER PERMISSIONS
2. In your email application, start composing an email and specify its recipients.
To create email templates
3. In your email application pane, click Email Template. • Send Email
4. Select the Classic template you want to use for the email you’re composing. To update email templates
5. After the template appears in the email body, modify the email content as needed. • Modify All Data or
template ownership
6. When you’re done, send your email.

View and Work with Salesforce Data in Outlook and Gmail

With the integration, you can access Salesforce data from an email and create Salesforce records
EDITIONS
without leaving your email application. Staying in the email application saves you time and helps
ensure that Salesforce is up to date with the latest communications. Available in: Salesforce
Classic (not available in all
Guidelines for Logging Email from Outlook and Gmail to Salesforce orgs) and Lightning
Keep your opportunities moving and your teammates up to date with your latest Experience
communications. Log email messages to Salesforce people, contacts, and other records. Available with Sales Cloud,
Guidelines for Logging Events from Outlook and Gmail to Salesforce Service Cloud, and Lightning
Log your calendar events from Outlook or Google Calendar to Salesforce contacts, leads, and Platform in: Essentials,
Group, Professional,
other records.
Enterprise, Performance,
Create Salesforce Records from Outlook and Gmail Unlimited, and Developer
You’re having a productive day reading and responding to email messages, connecting with Editions
your customers, and following up on leads. You see an email from a new prospect and you
want to add the prospect to Salesforce, or you want to capture a new task. Add the records to
Salesforce without leaving your email.
How Salesforce Records Are Matched to Emails and Events
Salesforce records are matched to emails and events in Salesforce Inbox mobile and the Outlook and Gmail integrations using specific
criteria.

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Guidelines for Logging Email from Outlook and Gmail to Salesforce

Keep your opportunities moving and your teammates up to date with your latest communications.
EDITIONS
Log email messages to Salesforce people, contacts, and other records.
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available with Sales Cloud,

Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

When reading an email, use Log Email, and select the people records that you want to relate the
email or event to in Salesforce. Standard users are listed first, followed by contacts, leads, and other people records such as community
users. You can also log the email to one other record type, such as an opportunity.

Note: The integration shows up to 15 contacts or leads in the side panel. The list includes the matched contact or leads first, and
then recipients who didn’t match a record. If there are more than 15 recipients in an email, not all the recipients are available in
the list.
To log the email to other records that don’t show in the related records list, use Search.
You can select one other record to log the email to, such as an account or opportunity.

Tip: To see the email logging options first when you select an email, turn on Log Emails Faster. Then, as you move through your
email, the email logging options appear automatically and clicking Log Email isn't necessary.

When composing an email, select Log on Send. We propose which people and records to associate the email with when it’s sent. To
make changes, click Edit and add or remove people and other records before sending the email.

Note: When using Log Email on Send in Outlook, the “Related to Salesforce” category isn’t automatically added to the email.

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Logging Email Attachments

Email attachments are added as files in Salesforce. Your Salesforce setup determines where you can find the attachments. When emails
are logged as tasks, attachments are available in the Files section of the Salesforce Email page layout. When emails are logged as email
messages, find the files in the Attachments section of the Salesforce email. If you’re not sure how emails are logged, check with your
Salesforce admin.
The Log Email on Send page in the integration doesn’t have an option to include attachments like the log email page for read email
does. To log attachments automatically when using Log Email on Send, make sure that the Always save email attachments setting
is selected in your My Email to Salesforce settings. If this option isn’t selected, attachments in emails sent using Log Email on Send aren’t
automatically included with the logged email. To log email attachments manually from emails in your Sent folder, select the Include
Attachments option.

Logging Emails from Shared Folders (Outlook Only)

In Outlook, you can log email to Salesforce from a shared folder such as [email protected]. On the Salesforce record, the logged email
event indicates it was logged from your Salesforce user, not from the shared folder.

Logging Fields and Statuses

When you log an email from your inbox, it’s logged as Read. When you log an outbound email, it’s logged to the selected Salesforce
records as Sent. Outbound emails include emails logged from the Sent folder, the Log Email on Send option, or from the Reminder to
Log pane.
If an email contains multiple addresses, the first matching alphabetical contact is included as the name on the activity on the Salesforce
record.

Sharing Emails with Einstein Activity Capture

If you have a Share option instead of a Log Email option, you’re set up to use Einstein Activity Capture. Einstein Activity Capture
automatically logs emails and events to related Salesforce records.

If you’re part of an Einstein Activity Capture configuration that is set to automatically capture emails, you can’t manually log emails or
events from the integration. However, you can update the automatically created relationships between the email and Salesforce records
from Outlook and Gmail.

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Your Activity Sharing settings determine whether emails and events are shared with other users or kept private. You can update your
default sharing setting in your personal settings in Salesforce.

SEE ALSO:
Einstein Activity Capture
Control How Activities Added by Einstein Activity Capture Are Shared
How Salesforce Records Are Matched to Emails and Events
Considerations for Outlook Shared Folders in Outlook Integration

Guidelines for Logging Events from Outlook and Gmail to Salesforce

Log your calendar events from Outlook or Google Calendar to Salesforce contacts, leads, and other
EDITIONS
records.
Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available with Sales Cloud,

Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

The integration shows up to 15 matching records in the side panel. Depending on your system configuration, you can log an event to
up to 50 contacts or 1 lead, even if the list only shows 15 matches. If you’re able to log an event to only one contact, ask your Salesforce
admin about enabling Shared Activities. You can also log the event to one other record, such as an account or opportunity.
Keep these other considerations in mind when logging events.
• For events you’re creating, save the event first, and then log it to Salesforce.
• You can log only nonrecurring, public events.

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• The matching contacts are automatically selected when you click Log Event. You can unselect all contacts or individual contacts
before logging the event.
• Users with a matching email address on the event are included in the related records list. However, you can’t log events to user
records from the integration.
• The event is logged to the selected records, and an event record is created in Salesforce. Attendees who are also Salesforce records
(such as Contacts) are included as attendees in the event record. The event attendees’ RSVP statuses and the event attachments
aren’t included.
• All attendees see the same invite on their Salesforce calendar.
• If the title changes after the event is logged, the information in the event record in Salesforce doesn’t update automatically. Either
edit the event record in Salesforce to reflect the change or log the event again.
• If the list of matching records shows the maximum 15 records, you can still search for other records to log the event to. The list still
shows only 15 records. However, any record that was selected before you searched is included when you log the event.
• Event attachments aren’t logged.

Logging Events from Shared Folders (Outlook Only)

In Outlook, you can log events to Salesforce from a shared folder, such as [email protected], or a calendar someone has shared with
you. When you log an event on a delegator’s calendar, the Outlook integration uses the email of the delegator’s calendar to search for
the delegator’s Salesforce user. If a match is found, the Outlook integration assigns the logged event to that user and the delegator is
the event owner.

Syncing Events with Einstein Activity Capture

If you’re part of an Einstein Activity Capture configuration that’s set to sync events, you don’t have the option to manually log the event.
However, you can update the automatically created relationships between the event and Salesforce records from Outlook and Gmail.

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Sales Productivity Outlook and Gmail Integration on Desktop

Your Activity Sharing settings determine whether events are shared with other users or kept private. You can update your default sharing
setting in your personal settings in Salesforce. Ask your Salesforce admin for more information about your Einstein Activity Capture
configuration.

SEE ALSO:
Control How Activities Added by Einstein Activity Capture Are Shared
Preparing to Sync Events with Einstein Activity Capture
Considerations for Outlook Shared Folders in Outlook Integration

Create Salesforce Records from Outlook and Gmail

You’re having a productive day reading and responding to email messages, connecting with your
EDITIONS
customers, and following up on leads. You see an email from a new prospect and you want to add
the prospect to Salesforce, or you want to capture a new task. Add the records to Salesforce without Available in: Salesforce
leaving your email. Classic (not available in all
In an open email, the integration recognizes email addresses that don’t match a record in Salesforce. orgs) and Lightning
Add those people to Salesforce as a new contact or lead. Experience

Available with Sales Cloud,

Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

Note: The integration shows up to 15 contacts or leads in the side panel. The list includes the matched contact or leads first, and
then recipients who didn’t match a record. If there are more than 15 recipients in an email, not all the recipients are available in
the list.
You can also create records at any time using the add option in the navigation bar.

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Sales Productivity Outlook and Gmail Integration on Desktop

Tip: When you create a contact or lead, the first name, last name, and email address populate with information from the sender’s
email address in the open email. If the sender’s email domain matches a company in Salesforce, the company name is also
populated. When you create a task or case, additional information, such as the subject and description, are populated with
information from the open email.

How Salesforce Records Are Matched to Emails and Events

Salesforce records are matched to emails and events in Salesforce Inbox mobile and the Outlook
EDITIONS
and Gmail integrations using specific criteria.

Note: If Einstein Activity Capture is enabled, see Guidelines for Capturing Emails and Events Available in: Salesforce
with Einstein Activity Capture on page 382 to learn how Einstein Activity Capture matches Classic (not available in all
orgs) and Lightning
emails and events to Salesforce records.
Experience

Matching Criteria Outlook and Gmail

integrations are available
Record Inbox Mobile App Outlook and Gmail
with Sales Cloud, Service
Integrations with or
Cloud, and Lightning
Without Inbox
Platform: Essentials, Group,
Contacts Returns contacts or leads that have a matching email address in the Email field on Professional, Enterprise,
and Leads the Salesforce record. Contacts and leads are also matched to custom fields with a Performance, Unlimited,
field type of Email. and Developer Editions

Users Returns user records that Returns user records that Available with Inbox, which
have a matching email have a matching email is available in Professional,
address when the address when the address Enterprise, Performance,
and Unlimited Editions
address also matches a also matches a contact or
contact or lead. User lead.
records are only returned If Enhanced Email is turned
when the User object is on and a user record is
selected as a Favorite. returned, the user is selected
as the default people record

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Sales Productivity Outlook and Gmail Integration on Desktop

Matching Criteria
Record Inbox Mobile App Outlook and Gmail Integrations
with or Without Inbox
for an email or event. If Enhanced Email
is turned off, the matched contact is
selected as the default, if one is returned.
With Outlook Integration, if either
Enhanced Email or Use Enhanced Email
with Outlook (on the Outlook Integration
and Lightning Sync page) is off, the
matching order priority is Contact, then
Lead, and then User. If both Enhanced
Email and Use Enhanced Email with
Outlook are on, the matching order
priority is User, then Lead, and then
Contact.
To log all participants in an email, the
sender’s email address is included when
using the Log Email on Send feature. If
the sender is selected for logging, the
email is logged to the user record, but
an activity for the user isn’t created.
Other related records are returned
according to the selected people record.

Accounts Returns accounts that have a Returns any accounts associated with
matching email domain to the the matched contacts.
Salesforce account.

Opportunities Returns any open opportunities Returns any open opportunities

associated to the matched contacts associated to the matched contacts and
and accounts. opportunity contact roles. We list the first
20 opportunities returned by descending
probability, then by ascending created
date. If you don’t have access to the
Probability field, we list the opportunities
returned by created date only.

Case Returns any cases associated to the matching contact’s account.

Custom Objects Returns custom objects that have a Returns custom objects that have a
matching email address to one of matching email address to one of the
the following: following:
• Contact lookup field • Contact lookup field
• Custom email address field • Custom email address field
• Leads lookup field • Leads lookup field

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Sales Productivity Outlook and Gmail Integration on Desktop

Matching Criteria
Record Inbox Mobile App Outlook and Gmail Integrations
with or Without Inbox
If you have an Inbox license, custom
objects are shown in the Related tab for
the selected email. Without an Inbox
license, use search to find the custom
object to log an email to.

Note: The BCC email field isn’t used for matching.

In Inbox mobile, users select the Salesforce object types they want to see as related using the Favorite Objects setting in the app. Only
records of the selected object types are shown as related to an email or event.

Tip: To hide internal records, go to the Salesforce Settings section of the Settings in the app. Tap Suggested Record settings, and
then turn on the Hide Internal Records option. To show records such as tasks and opportunities from a different date range,
adjust the dates in the Start Date and End Date fields.
In the Outlook and Gmail integrations with Inbox, the Salesforce admin defines which types of objects are included when returning
related records. Using the Lightning App Builder, admins place the components for people, accounts, opportunities, cases, and other
records on the Related tab. The components available on the Related tab in the email application pane determine the types of records
shown as related to an email or event. For example, if a component isn’t added to show cases, cases aren’t shown in the Related tab as
a matching Salesforce record.

SEE ALSO:
Guidelines for Using Emails with Einstein Activity Capture
Guidelines for Logging Email from Outlook and Gmail to Salesforce
Log Emails Manually in Inbox Mobile
Log Events Manually in Inbox Mobile

Outlook and Gmail with Inbox Productivity Features

If you have an Inbox license, you have productivity tools available while composing emails. Use the tools to work even faster and smarter
while communicating with your customers and prospects.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Do More While Composing Emails in Outlook and Gmail

If your Salesforce admin has enabled Inbox, you’ve one or more productivity tools available while composing emails. Your Salesforce
admin determines which tools are available in your integration.

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Sales Productivity Outlook and Gmail Integration on Desktop

Considerations for Scheduling Events with Insert Availability in the Outlook and Gmail Integrations with Inbox
To avoid back-and-forth emails when scheduling events, insert open time slots from your calendar directly in an email. Recipients
can select which time works best, and the event is automatically scheduled. Review the considerations about inserting availability.
Guidelines for Tracking Emails in the Outlook and Gmail Integrations with Inbox
When Inbox features are added to the integration Outlook or Gmail, sales reps can track when recipients open emails and click links
in emails. Before you enable email tracking for your sales reps, review these key considerations about setup and how emails are
tracked.
Engagements and Alerts in the Outlook and Gmail Integrations with Inbox
The Feed tab in the integration provides a comprehensive look at how your customers and prospects engage with the emails that
you send. The feed includes information such as replies to emails sent from across Salesforce, not just from Outlook or Gmail.

Do More While Composing Emails in Outlook and Gmail

If your Salesforce admin has enabled Inbox, you’ve one or more productivity tools available while composing emails. Your Salesforce
admin determines which tools are available in your integration.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Sales Productivity Outlook and Gmail Integration on Desktop

Availability (1)
Let recipients select any available time on your calendar by inserting a scheduling link. Or insert open time slots from your calendar
directly in an email for recipients to select which of your preferred times works best. The available times you provide are updated
as your calendar availability changes. After a recipient selects a time, the event invitation is automatically generated and added to
attendee calendars. If your admin has enabled Zoom video integration, connect your Zoom account and select to have a Zoom
meeting link automatically added to the generated event invitation.

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Sales Productivity Outlook and Gmail Integration on Desktop

Email Tracking (2)

To understand who’s engaging with the messages you send, turn on Email Tracking, and select whether to track links in the email.

Tip: The integration remembers your last email tracking setting, so you don’t have to turn it on for each new email. In Outlook,
the integration pane must be open when you send the email for it to be tracked.
When a recipient opens your email or clicks links in the email, a receipt appears on the Feed tab. The Feed tab shows the engagement
information for all tracked emails.
In the Outlook integration, see tracking results for an individual email in the Related tab. Your Salesforce admin determines where
the individual tracking information appears in your integration. If it’s not on the Related tab, ask your admin for help.

In the Gmail integration, from the Email Tracking History for an email, click the subject line to go directly to the email in your inbox.

Text Shortcuts (3)

To save yourself time and ensure consistency when composing emails, create shortcuts for the common phrases that you use the
most. The message can be up to 4,096 characters. The text shortcuts you save are available for your use only. To share text with other
reps, use an email template.
In the Gmail integration, assign a shortcode to each text shortcut. You can type the shortcode + Enter or the shortcode + a space
to add the text to the body of an email. In both Gmail and Outlook, you can select the text shortcut from a list to add it to an email.

Tip: If your admin enabled Salesforce quick text, text shortcuts saved in the Outlook or Gmail integration are available as quick
text in emails in Salesforce. However, in Salesforce email, the text shortcuts you create in the Gmail integration don’t include
the shortcode. You can also use your own quick text that’s saved to the Email channel within Salesforce in the Outlook and
Gmail integrations. Shared, org-wide quick text isn’t available in the integrations.
Send Later (4)
To compose your email now and schedule it to send when it has the biggest impact, turn on Send Later. To review and manage
your scheduled emails in the Scheduled tab, schedule to send your email using Salesforce instead of using the Send Later options
in Outlook or Gmail. Select the day and time to send your email. Messages are saved as drafts until they’re sent.

Considerations for Scheduling Events with Insert Availability in the Outlook and Gmail Integrations with Inbox
To avoid back-and-forth emails when scheduling events, insert open time slots from your calendar directly in an email. Recipients can
select which time works best, and the event is automatically scheduled. Review the considerations about inserting availability.

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Sales Productivity Outlook and Gmail Integration on Desktop

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

To access the availability features when composing an email in the Outlook or Gmail integrations with Inbox, select an option in the
Availability section of the email application pane.

Note: If you also send emails from Lightning Experience desktop, you can use this feature from the Lightning Experience email
composer.
• Let recipients select any available time on your calendar by inserting a scheduling link.
– Each link is unique, created when you insert it.
– You can’t copy a link and use it elsewhere.
– Scheduling links aren’t supported in automatic email signatures.
– Links are valid for 90 days.

• When selecting available times, the event owner’s calendar is the primary calendar from their connected email account. Events from
the connected account’s primary calendar, not from the Salesforce calendar or other additional calendars, are reflected on the
calendar grid when selecting available times.

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Sales Productivity Outlook and Gmail Integration on Desktop

• The suggested times that the recipient sees update as the event owner’s availability changes. The available times are based only on
the event owner's availability. The options available in the email don't live update as other attendees calendars become booked.
• A user’s availability is set to 9 AM–5 PM. To change their availability, go to personal settings, find Meeting Settings, and make any
changes.
• The default time zone is based on the Salesforce user's time zone, not their computer's time zone.
• If there are multiple attendees, the event time is set when the first recipient selects a free time slot. The invite is then populated on
all attendees’ calendars.
• If a coworker has shared their calendar with you, you can view their calendar to schedule around their availability. Your coworker
doesn’t need an Inbox license to share their calendar.
• If a coworker has given you write permissions to their calendar, you can use Insert Availability to schedule meetings on their behalf.
Select a different meeting owner in the Insert Availability window. In Outlook, to be available as a meeting owner, the owner of the
shared calendar must also be an attendee on the invitation.
• Make sure that recipients are using up-to-date email clients and browsers. If the recipient's email client or browser doesn’t support
TLS 1.2, they receive an error message when they select an available time in the email.
• The attendee calendar doesn’t recognize Google Calendar Out of Office events.
• If Zoom video integration is enabled, connect your Zoom account and select to have a Zoom meeting link automatically added to
the generated event invitation.
If you’re using the Availability feature from the Gmail integration with Inbox, a Google Meet link is created by default when the event
invitation is generated. If Zoom is your chosen virtual conferencing solution, be sure to select to include a Zoom link instead. If you use
a different virtual conferencing solution, manually generate the meeting link using that solution’s tools and add it after the event invitation
is generated.

SEE ALSO:
Do More While Composing Emails in Outlook and Gmail
Considerations for Insert Availability in Lightning Experience Desktop
Zoom Integration

Guidelines for Tracking Emails in the Outlook and Gmail Integrations with Inbox
When Inbox features are added to the integration Outlook or Gmail, sales reps can track when recipients open emails and click links in
emails. Before you enable email tracking for your sales reps, review these key considerations about setup and how emails are tracked.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

General Considerations
• In Gmail, set the Email Tracking option in the panel. You can minimize the panel and still have the email tracked when you send it.
In Outlook, the side panel must be open and Email Tracking selected when you send the email for the email to be tracked.
• When emails are sent with Email Tracking enabled, a one pixel image is embedded in the email body. When emails are opened, the
information for the tracked emails is passed back to the server. In some Outlook versions and depending on your recipient’s email
settings, the pixel shows in native HTML code in the email body.

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Sales Productivity Outlook and Gmail Integration on Desktop

• The count for opened emails stops at 101 opens. Additional email opens aren’t reflected in the summary.
• Tracking information is gathered in regular, timed cycles. If a recipient opens an email multiple times in one gathering cycle, only
the first opening is tracked. If the recipient opens the email again in a different cycle, that opening is tracked as a separate opening.
• Emails opened in an email web client can show as “Viewed from Mobile” when the exact email client can’t be verified.
• The details for all tracked emails are available on the Feed tab. The feed shows the last 30 days’ worth of engagements, with the
most recent notifications at the top. To see 90 days’ worth of engagement history for an email logged to Salesforce, reps can use
the Engagement History related list on the EmailMessage record.
• If there’s a delay while passing information from the sending user’s mail client to their local Exchange or Office 365 system, Email
tracking information can also be delayed. Salesforce is interacting with the user’s message transfer agent, not their local mail client
to collect the background information on the sent email for tracking.
• Emails set for tracking are tracked indefinitely.
• Email tracking can work unexpectedly if recipients open tracked emails in Apple Mail on devices running iOS 15, iPadOS 15, macOS
Monterey, or watchOS 8.

Email Tracking and Sales Engagement

• The Sales Engagement Work Queue includes the same Feed tab as the integration. Depending on your email integration pane
design, you could see a Feed tab in the Work Queue and a Feed tab in the email integration pane. The tabs contain the same
engagement information and filter abilities.

Email Tracking Limitations

• If the recipient’s email blocks HTML or images, the email isn’t tracked. If a spam or mail filter touches or executes the tracking pixel
that’s embedded in emails for tracking, it’s tracked as opening an email.
• When a tracked email is sent to more than one recipient or to a group alias, the tracking details indicate each time the email was
opened. However, the details don’t indicate which user opened the email.
• If an email is forwarded or opened from a Sent folder, the tracking information shows the original recipient, not the person it was
forwarded to.
• HTML Email Status Reports don’t include emails sent.
• If the recipient's email client or browser doesn’t support TLS 1.2, the sender doesn’t receive tracking information when the email is
opened or links are clicked.

SEE ALSO:
Engagements and Alerts in the Outlook and Gmail Integrations with Inbox
Knowledge Article: Salesforce Inbox Email Tracking and Apple Privacy Policy

Engagements and Alerts in the Outlook and Gmail Integrations with Inbox
The Feed tab in the integration provides a comprehensive look at how your customers and prospects engage with the emails that you
send. The feed includes information such as replies to emails sent from across Salesforce, not just from Outlook or Gmail.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Sales Productivity Outlook and Gmail Integration on Desktop

Engagement data is gathered for all emails that you send from the Outlook and Gmail integrations with Inbox. That includes emails
generated from the Work Queue if you have Sales Engagement, and emails that aren’t set for email tracking. Engagement data is also
available if Einstein Activity Capture is on and the email includes at least one external recipient.
The Feed tab includes these actions for emails sent with tracking on:
• A recipient opens an email.
• A recipient clicks a tracked link.
The Feed tab includes these actions for each recipient on an email:
• A recipient replies to an email.
• You receive an automated out-of-office reply.
• An email bounces back to you.

Tip: If you use the Work Queue, you have Sales Engagement. You also receive alerts in the feed when a new lead, contact, or
person account is assigned to you.
The feed shows the last 30 days’ worth of engagements, with the most recent notifications at the top. Use the sorting and filtering
options to find your hottest leads. If you use cadences and the Work Queue, you can also find the engagement data in the My Feed tab
within the Work Queue. Your Salesforce admin determines whether you also have a Feed tab with the same information.
To see 90 days’ worth of engagement history for an email logged to Salesforce, use the Engagement History related list on the EmailMessage
record in Sales.

SEE ALSO:
View Prospect Engagement in the Work Queue
View Engagement for Specific Emails on Lead, Contact, and Person Account Records

Give Outlook Access to Salesforce

To view and work with Salesforce data in Microsoft® Outlook®, and to relate emails to Salesforce
EDITIONS
records, reps must give Outlook access to Salesforce.
1. In Outlook on the web, Outlook 2016, Outlook for Mac 2016, or Outlook 2013, your reps select Available in: Salesforce
an email or an event in the calendar. Reps then select Salesforce. A prompt appears for logging Classic (not available in all
in to Salesforce. orgs) and Lightning
Experience

Available with Sales Cloud,

Service Cloud, and Lightning
Platform in: Essentials,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

2. After you log in to Salesforce, relevant records appear.

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Sales Productivity Einstein Activity Capture

Einstein Activity Capture

Let Einstein help keep data between Salesforce and your email and calendar applications up to
EDITIONS
date. Then you can get back to more important things, like selling.
Available in: Lightning
Einstein Activity Capture Basics Experience
Before getting started with Einstein Activity Capture, review details about how it works, system Available with Einstein
requirements, and how data is stored. Activity Capture Standard,
Einstein Activity Capture Considerations which is available in Sales
Learn about Einstein Activity Capture limitations and options. Cloud in Starter,
Professional, Enterprise,
Set Up Einstein Activity Capture Performance, and
Review the steps for setting up Einstein Activity Capture. After admins set up the feature, Unlimited Editions
end-users have a few things to do.
Available with Sales Cloud
Emails and Einstein Activity Capture Einstein, which is available
Learn about what happens when emails are enabled in an Einstein Activity Capture configuration. in Performance and
Events and Einstein Activity Capture Unlimited Editions, and
available for an extra cost in
Learn about what happens when events are enabled in an Einstein Activity Capture configuration.
Enterprise Edition
Contacts and Einstein Activity Capture
Available with Inbox in Sales
Learn about what happens when contacts are enabled in an Einstein Activity Capture
Cloud, which is included in
configuration.
Starter, Performance and
Reporting on Logged and Captured Activities From Einstein Activity Capture Unlimited Editions and
Use standard reports to keep an eye on all your activities and customer interactions. Turn on available for an extra cost in
Activity 360 Reporting to enable reporting objects that unify your automatically captured data Professional and Enterprise
from Einstein Activity Capture (EAC) with all your other activity data, such as calls, manually Editions. Inbox is also
logged tasks, and emails. View the out-of-the-box dashboard and reports to easily monitor your available for an extra cost in
team’s activity. Trigger flows from Activity 360 Reporting data to automate your business Service Cloud and Lightning
Platform.
processes.
Analytics and Einstein Activity Capture Available with Sales
Engagement in Sales Cloud,
When you use Einstein Activity Capture, you can use the Activities dashboard or Activity Metrics
which is included in
to see your activity data aggregated.
Performance and Unlimited
Editions, and available for
SEE ALSO: an extra cost in Professional
and Enterprise Editions.
Sales Cloud Einstein
Sales Engagement is also
Salesforce Inbox available for an extra cost in
Sales Engagement Service Cloud and Lightning
Salesforce Meetings Platform.

Einstein Activity Capture Security Guide Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

291
Sales Productivity Einstein Activity Capture

Einstein Activity Capture Basics

Before getting started with Einstein Activity Capture, review details about how it works, system
EDITIONS
requirements, and how data is stored.
Available in: Lightning
What Does Einstein Activity Capture Do? Experience
Einstein Activity Capture is a productivity-boosting tool that helps keep data between Salesforce Available with Einstein
and your email and calendar applications up to date. To keep data up to date between Activity Capture Standard,
applications, Einstein Activity Capture focuses on three types of data—emails, events, and which is available in Sales
contacts. Learn more about how Einstein Activity Capture handles each data type. Cloud in Starter,
What Is Einstein Activity Capture Standard? Professional, Enterprise,
Performance, and
Einstein Activity Capture Standard is available for users who don’t have Performance or Unlimited
Unlimited Editions
Editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or Revenue Intelligence license.
Einstein Activity Capture has a few differences depending on which version you use. Available with Sales Cloud
Einstein Activity Capture System Requirements Einstein, which is available
in Performance and
Before you set up Einstein Activity Capture, confirm that your Google Workspace account or
Unlimited Editions, and
Microsoft® Exchange-based server meet the system requirements.
available for an extra cost in
Data Retention for Einstein Activity Capture and Inbox Enterprise Edition
Einstein Activity Capture and Inbox store some data on Hyperforce and Amazon Web Services
Available with Inbox in Sales
(AWS) infrastructure. Learn how much of your data is stored on Hyperforce and AWS and for Cloud, which is included in
how long. Starter, Performance and
Unlimited Editions and
SEE ALSO: available for an extra cost in
Professional and Enterprise
Einstein Activity Capture Editions. Inbox is also
Einstein Activity Capture Security Guide available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

What Does Einstein Activity Capture Do?

Einstein Activity Capture is a productivity-boosting tool that helps keep data between Salesforce
EDITIONS
and your email and calendar applications up to date. To keep data up to date between applications,
Einstein Activity Capture focuses on three types of data—emails, events, and contacts. Learn more Available in: Lightning
about how Einstein Activity Capture handles each data type. Experience
Tip: The term capture refers to data that’s gathered from the connected Microsoft or Google Available with Einstein
account and held in virtual records. For example, captured data is used to generate insights Activity Capture Standard,
and engagement details on the timelines of related Salesforce records. The captured data which is available in Sales
isn’t stored in your primary Salesforce database and isn’t used to create Salesforce records Cloud in Starter,
that can be queried. Professional, Enterprise,
Performance, and
Data Type How It Works Unlimited Editions

Emails Emails that Einstein Activity Capture users send Available with Sales Cloud
and receive are captured and automatically Einstein, which is available
added to the activity timeline of related account, in Performance and
contact, lead, opportunity, contract, and quote Unlimited Editions, and
available for an extra cost in
records.
Enterprise Edition
Email data is also used to create email insights.
Plus, if you use Inbox or Sales Engagement, Available with Inbox in Sales
email data generates engagement data. Cloud, which is included in
Starter, Performance and
Emails sent from Salesforce goes through the Unlimited Editions and
connected email account. available for an extra cost in
Captured emails aren’t Salesforce records and Professional and Enterprise
aren’t available in standard reports and other Editions. Inbox is also
Salesforce platform capabilities. available for an extra cost in
Service Cloud and Lightning
Events Events are synced between Salesforce and users’ Platform.
connected Microsoft or Google accounts. You Available with Sales
can allow the synced events to be related to Engagement in Sales Cloud,
Salesforce contact and lead records. which is included in
When events move from the connected account Performance and Unlimited
to Salesforce, they become Salesforce records Editions, and available for
an extra cost in Professional
and are available in standard reporting and
and Enterprise Editions.
Salesforce Platform capabilities. Events appear
Sales Engagement is also
on the My Events calendar in Salesforce.
available for an extra cost in
Depending on your settings, events that Einstein Service Cloud and Lightning
Activity Capture users are included in get added Platform.
automatically to the activity timeline of
Available with Revenue
additional records: opportunities, contracts, and
Intelligence, which is
quotes. But the events aren’t Salesforce records
available for an extra cost in
and aren’t reflected in reports and other Enterprise and Unlimited
Salesforce Platform capabilities. Editions

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Sales Productivity Einstein Activity Capture

Data Type How It Works

Contacts Contacts are synced between Salesforce and users’ connected
Microsoft or Google accounts.
When contacts move from the connected account to Salesforce,
they become Salesforce records and are available in standard
reporting and Salesforce platform capabilities.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, the Salesforce cloud-native infrastructure
architecture, built for the public cloud. Before migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed
data centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). After migration, the Einstein Activity
Capture data and services are stored on Hyperforce and new AWS public cloud infrastructure, within the same region as before.
• For each data type that’s enabled, data is captured from the connected Microsoft or Google account. The captured data is stored
on Hyperforce infrastructure and a public cloud provider, such as Amazon Web Services (AWS).
• Because email data is stored only on Hyperforce and AWS, the following applies to email data.
– It isn’t used to create Salesforce records.
– You can report on captured emails after you turn on Activity 360 reporting on page 415 features. To see your activity data
aggregated, you can also use the Activities dashboard and Activity Metrics fields.
– The data retention period determines how much email data is stored and for how long.

• You can disable emails, events, or contacts. Review what happens to your data when you do.
• If you set up Einstein Activity Capture before Spring ’19, your settings don’t include event and contact sync. To enable syncing, create
an Einstein Activity Capture configuration.

SEE ALSO:
Einstein Activity Capture
Set Up Einstein Activity Capture
Einstein Activity Capture Security Guide

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Sales Productivity Einstein Activity Capture

What Is Einstein Activity Capture Standard?

Einstein Activity Capture Standard is available for users who don’t have Performance or Unlimited
EDITIONS
Editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or Revenue Intelligence license. Einstein
Activity Capture has a few differences depending on which version you use. Available in: Lightning
Experience
Item Einstein Activity Capture Einstein Activity Capture
Standard through Performance and Available with Einstein
Unlimited Editions or Sales Activity Capture Standard,
Cloud Einstein, Inbox, which is available in Sales
Sales Engagement, or Cloud in Starter,
Revenue Intelligence Professional, Enterprise,
Performance, and
User assignments You can assign the feature to You can assign the feature to Unlimited Editions
up to 100 Sales Cloud users. users with Performance or
Unlimited editions, or a Sales Available with Sales Cloud
Cloud Einstein, Inbox, Sales Einstein, which is available
Engagement, or Revenue in Performance and
Intelligence license. Unlimited Editions, and
available for an extra cost in
Data retention If you have only Standard Enterprise Edition
If you have at least one Einstein
Einstein Activity Capture users, Activity Capture user, 24 Available with Inbox in Sales
a maximum of 6 months of months of captured activity Cloud, which is included in
captured activity data is stored data is stored and displayed on Starter, Performance and
and displayed on the activity the activity timeline. Unlimited Editions and
timeline. The storage time can available for an extra cost in
range from 3 to 6 months. To To change the storage amount,
Professional and Enterprise
change the storage amount, contact Salesforce Customer
Editions. Inbox is also
contact Salesforce Customer Support. You can store
available for an extra cost in
Support. captured activity data for at
Service Cloud and Lightning
least 3 months and up to 5 Platform.
For more details, see Data years.
Retention for Einstein Activity Available with Sales
Capture and Inbox. The data retention policy
Engagement in Sales Cloud,
applies to all Einstein Activity
which is included in
Capture users. For more details, Performance and Unlimited
see Data Retention for Einstein Editions, and available for
Activity Capture and Inbox. an extra cost in Professional
and Enterprise Editions.
Activities Analytics dashboard The Activities dashboard is The Activities dashboard is Sales Engagement is also
available in read-only mode available from the Analytics tab available for an extra cost in
from the Activities Dashboard and Analytics Studio. To access Service Cloud and Lightning
tab. the Activities dashboard, API Platform.
The amount of activity data access is required. If you use
Available with Revenue
that appears in the dashboard Professional Edition, you must Intelligence, which is
is 90 days. purchase API access. For users
available for an extra cost in
with read-only access, the
Enterprise and Unlimited
dashboard is available from the
Editions
Activities Dashboard tab. The
amount of activity data that
appears in the dashboard is 180
days.

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Item Einstein Activity Capture Standard Einstein Activity Capture through

Performance and Unlimited Editions
or Sales Cloud Einstein, Inbox, Sales
Engagement, or Revenue Intelligence
For Inbox, full access to the dashboard is
available to up to five Inbox users.
For Sales Engagement, full access to the
dashboard is available to up to three Sales
Engagement users.
For Sales Cloud Einstein, full access to the
dashboard is available to all Sales Cloud
Einstein users.
For Revenue Intelligence, full access to the
dashboard is available only to users with the
Revenue Intelligence Admin permission set.
For Performance and Unlimited editions, full
access to the dashboard is available to up
to three Sales Cloud Included users.
For more information about access to the
dashboard, see Give Users Access to the
Activities Analytics Dashboard.

Einstein Email Insights If you have only Standard Einstein Activity If you have at least one Einstein Activity
Capture users, Einstein Email Insights isn’t Capture user, Einstein Email Insights is on
on by default, and you can't create custom by default, and is available to all Einstein
email insights. Activity Capture users. You can create
custom email insights.

Recommended Connections Standard Einstein Activity Capture users Einstein Activity Capture users can see
can’t see recommended connections even recommended connections on contact and
when there are paid Einstein Activity lead records.
Capture users.

Activity Metrics If you have only Standard Einstein Activity If you have at least one Einstein Activity
Capture users, Activity Metrics isn’t available. Capture user, Activity Metrics is available to
all Salesforce users.

Activity 360 reporting If you have only Standard Einstein Activity If you have at least one Einstein Activity
Capture users, Activity 360 reporting isn’t Capture user, Activity 360 reports are
available. available to all Salesforce users.

SEE ALSO:
Assign Einstein Activity Capture Standard to Sales Cloud Users
Set Up Einstein Activity Capture

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Einstein Activity Capture System Requirements

Before you set up Einstein Activity Capture, confirm that your Google Workspace account or
EDITIONS
Microsoft® Exchange-based server meet the system requirements.
All connection methods use the OAuth 2.0 protocol to authorize data retrieval from users' email Available in: Lightning
service. Experience

Available with Einstein

Google Activity Capture Standard,
which is available in Sales
The user-level and service account connection methods are available for companies working from
Cloud in Starter,
Google Workspace. Einstein Activity Capture supports the Basic, Business, and Enterprise editions
Professional, Enterprise,
of Google Workspace. Performance, and
Unlimited Editions
Microsoft Exchange Online with Office 365 Available with Sales Cloud
The user-level, org-level, and service account connection methods are available for companies Einstein, which is available
working from Microsoft Exchange Online with Office 365. Before you connect Exchange to Salesforce, in Performance and
work with your Exchange admin to enable Exchange Web Services (EWS) on an SSL connection. Unlimited Editions, and
available for an extra cost in
Einstein Activity Capture only supports Office 365 tenants hosted on Microsoft Azure global
Enterprise Edition
infrastructure clouds. Azure national and government clouds aren’t supported.
Available with Inbox in Sales
Cloud, which is included in
Microsoft Exchange 2019, 2016, or 2013 Starter, Performance and
The user-level and service account connection methods are available for companies working from Unlimited Editions and
Microsoft Exchange 2019, 2016, or 2013. available for an extra cost in
Professional and Enterprise
Before you connect Exchange to Salesforce, work with your Exchange admin to enable Exchange
Editions. Inbox is also
Web Services (EWS) on an SSL connection and allow the necessary network access. Make sure your
available for an extra cost in
server supports Basic Authentication requests. Service Cloud and Lightning
Platform.
Microsoft Exchange Hybrid Deployments Available with Sales
For companies working from a combination of Microsoft Exchange Online and Microsoft Exchange Engagement in Sales Cloud,
on-premises severs, Einstein Activity Capture only supports user-level connections for the capture which is included in
functionality. Performance and Unlimited
Editions, and available for
an extra cost in Professional
SEE ALSO: and Enterprise Editions.
Einstein Activity Capture Sales Engagement is also
Set Up Einstein Activity Capture available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Data Retention for Einstein Activity Capture and Inbox

Einstein Activity Capture and Inbox store some data on Hyperforce and Amazon Web Services (AWS)
EDITIONS
infrastructure. Learn how much of your data is stored on Hyperforce and AWS and for how long.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, Available in: Lightning
the Salesforce cloud-native infrastructure architecture, built for the public cloud. Before Experience
migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed data Available with Einstein
centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). Activity Capture Standard,
After migration, the Einstein Activity Capture data and services are stored on Hyperforce and which is available in Sales
new AWS public cloud infrastructure, within the same region as before. Cloud in Starter,
Professional, Enterprise,
Performance, and
General
Unlimited Editions
• When a Google or Microsoft account is first connected, Salesforce captures a certain amount
Available with Sales Cloud
of past data and stores it on Hyperforce and AWS. Over time, Salesforce stores a maximum
Einstein, which is available
amount of Einstein Activity Capture or Inbox data.
in Performance and
• The retention periods begin when an activity occurs, not when it’s added to Salesforce. Unlimited Editions, and
• After the data retention period ends, the data is removed from the system, regardless of when available for an extra cost in
it was added to Salesforce. For example, if the data retention period is 24 months, any activity Enterprise Edition
that occurred more than 24 months ago is deleted from storage and the activity timeline. Available with Inbox in Sales
Activities captured by Einstein Activity Capture aren’t archived. It can take up to 1 month before Cloud, which is included in
the data is removed from the system. Starter, Performance and
• De-identified data derived from activities is kept for up to 2 years, and used with machine Unlimited Editions and
learning models and third-party data enrichment. The data retention policy doesn’t apply to available for an extra cost in
this de-identified data. Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Einstein Activity Capture Service Cloud and Lightning
• For Einstein Activity Capture users, the data retention period applies to emails and events. Platform.
However, when events sync to Salesforce, they become Salesforce records and are subject to Available with Sales
your Salesforce data allocations. Engagement in Sales Cloud,
• If your org has at least one Sales Cloud Einstein, Inbox, Sales Engagement, or Revenue Intelligence which is included in
license, the data retention policy for that license applies to all Einstein Activity Capture users. Performance and Unlimited
Editions, and available for
License or environment Past Data Captured When Time Period Data Is Stored an extra cost in Professional
a Google™ or Microsoft® and Available on the and Enterprise Editions.
Account Is First Connected Activity Timeline Sales Engagement is also
available for an extra cost in
• Sales Cloud Einstein Emails: The default is 180 days, The default is 24 months. Service Cloud and Lightning
up to 50,000 emails. Admins The amount can range from 3 Platform.
• Inbox
can reduce the length of time months to 5 years.
• Sales Engagement in the configuration’s advanced Available with Revenue
settings. To change the storage amount, Intelligence, which is
• Revenue Intelligence
contact Salesforce Customer available for an extra cost in
Events: The default is 0 days. Support Enterprise and Unlimited
Therefore, events that end Editions
Sales Cloud before the user connects an The default is 6 months.
account aren’t synced or added
to the activity timeline. Admins The amount can range from 3
can increase the length of time to 6 months.

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License or environment Past Data Captured When a Time Period Data Is Stored and
Google™ or Microsoft® Account Is Available on the Activity Timeline
First Connected
to 180 days, up to 5,000 events, in the To change the storage amount, contact
configuration’s advanced settings. Salesforce Customer Support.

Sandbox The default is 6 months

The storage amount can’t be changed.

Inbox
• For Inbox users, the data retention policy applies when the user has a connected email account. The policy applies even if that user
doesn’t actively use Inbox or have access to Einstein Activity Capture. Emails that are manually logged from Inbox become Salesforce
records and are subject to your Salesforce data allocations.

License or environment Past Data Captured When a Data Storage Time Period
Google™ or Microsoft® Account is
First Connected
Inbox 180 days, up to 50,000 emails and 5,000 The default is 24 months
events The amount can range from 3 months to 5
years.
To change the storage amount, contact
Salesforce Customer Support.

Sandbox 180 days, up to 50,000 emails and 5,000 The default is 6 months
events The storage amount can’t be changed.

SEE ALSO:
Einstein Activity Capture
Einstein Activity Capture Security Guide

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Einstein Activity Capture Considerations

Learn about Einstein Activity Capture limitations and options.
EDITIONS

Considerations for Setting Up Einstein Activity Capture Available in: Lightning

Before setting up Einstein Activity Capture, review requirements, limitations, and other Experience
information about how it works. Available with Einstein
Considerations for Excluding Data from Einstein Activity Capture Activity Capture Standard,
Admins and users can prevent emails and events associated with a particular person or company which is available in Sales
from being added to related Salesforce records. You can also prevent events from syncing Cloud in Starter,
between Salesforce and connected accounts. Make sure that you understand the effects of Professional, Enterprise,
Performance, and
adding emails and domains to the Einstein Activity Capture Excluded Addresses list.
Unlimited Editions
Considerations for Disabling Emails, Events, or Contacts in Einstein Activity Capture
Available with Sales Cloud
When you create or edit an Einstein Activity Capture configuration, you can disable emails,
Einstein, which is available
events, or contacts. Make sure you understand what happens when you do.
in Performance and
Unlimited Editions, and
SEE ALSO: available for an extra cost in
Enterprise Edition
Set Up Einstein Activity Capture
Einstein Activity Capture Available with Inbox in Sales
Cloud, which is included in
Einstein Activity Capture Security Guide
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Considerations for Setting Up Einstein Activity Capture

Before setting up Einstein Activity Capture, review requirements, limitations, and other information
EDITIONS
about how it works.

Note: For more details about Einstein Activity Capture architecture, review the Einstein Activity Available in: Lightning
Capture Security Guide. Experience

Available with Einstein

General Activity Capture Standard,
which is available in Sales
• Depending on which authentication method you use to connect Salesforce to your email and Cloud in Starter,
calendar application, Einstein Activity Capture users are prompted to connect their email and Professional, Enterprise,
calendar to Salesforce or accept terms of service. Performance, and
• To connect an account, Einstein Activity Capture users who don’t use Inbox must be in an active Unlimited Editions
configuration. Available with Sales Cloud
• To capture emails and events, Einstein Activity Capture users must be in an active configuration. Einstein, which is available
If you started using Einstein Activity Capture before Summer ‘23, users can capture emails and in Performance and
events without being in a configuration. Unlimited Editions, and
• Turning on Einstein Activity Capture in Government Cloud and Government Cloud Plus available for an extra cost in
Enterprise Edition
organizations can send data outside the authorization boundary. Contact your Salesforce account
executive for more details. Available with Inbox in Sales
• For events and contacts to sync, the connected email account must be the user’s primary Cloud, which is included in
account (the email account on their Salesforce user record). It must not be an email alias, and Starter, Performance and
it must be in the user principal name (UPN) format. Unlimited Editions and
available for an extra cost in
• Einstein Activity Capture works with all Salesforce-supported languages. But only ASCII characters
Professional and Enterprise
are supported in email addresses. Editions. Inbox is also
• Einstein Activity Capture users can’t delete emails that Einstein Activity Capture adds to available for an extra cost in
Salesforce. Admins can delete past emails and events that include a specific person based on Service Cloud and Lightning
their email address or username. Platform.
• If you use Salesforce Essentials Email-to-Case, make sure that the email address you use to Available with Sales
connect to Salesforce is different from the one that you use to connect Einstein Activity Capture Engagement in Sales Cloud,
to Salesforce. which is included in
• You can’t use Einstein Activity Capture and Lightning Sync at the same time. Performance and Unlimited
Editions, and available for
• If using Lightning Sync or a version of Einstein Activity Capture without sync, we remove old
an extra cost in Professional
configurations and settings before you create an Einstein Activity Capture configuration.
and Enterprise Editions.
• When opportunities have no overdue tasks and Einstein Activity Capture is enabled, the alerts Sales Engagement is also
on Opportunity Kanban aren’t shown. available for an extra cost in
• Einstein Activity Capture included in Sales Cloud Unlimited Edition provides analytics reporting Service Cloud and Lightning
using the CRM Analytics platform. When using this functionality, your license doesn't allow you Platform.
to: Available with Revenue
– Build custom analytics apps or dashboards Intelligence, which is
– Upload, access, or connect external data using the API with the exception of datasets available for an extra cost in
Enterprise and Unlimited
provided with Sales Cloud Einstein
Editions
– Import data from Salesforce standard or custom objects that aren’t included in this feature

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Email Alias Addresses

Einstein Activity Capture doesn’t support alias email addresses. When a user's connected email account has an alias, some unexpected
behavior can occur. For example, when the user sends an email from Salesforce, the email composer doesn't show the alias but the sent
email does. Also, depending on where the email is later viewed from, previous emails aren’t always included in the email thread.
To make sure that Salesforce users are included as event attendees, use their primary Microsoft or Google email addresses when you
create their Salesforce user records. And to make sure that contacts and events sync between applications, users must add primary email
addresses to contacts or events when possible.

Encryption
Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, the Salesforce cloud-native infrastructure
architecture, built for the public cloud. Before migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed
data centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). After migration, the Einstein Activity
Capture data and services are stored on Hyperforce and new AWS public cloud infrastructure, within the same region as before.
For captured emails and events, the data is stored on Hyperforce and Amazon Web Services (AWS) infrastructure, so Salesforce platform
encryption isn’t available. Instead, the data is encrypted at rest using AES-256 server-side encryption. When Shield Platform Encryption
is enabled for your org, emails and events that are added to the activity timeline of related Salesforce records show the names of encrypted
contacts and leads.
When Shield Platform Encryption is enabled on any Salesforce object or field, Einstein Activity Capture still syncs events and contacts,
but the behavior is modified.
If you encrypt the Email field on the User object, the User Email field is duplicated in the Salesforce database when users are added to
sync configurations that sync contacts or events. Even when the User Email field is encrypted using Shield Platform Encryption, this
duplicate field stores user emails in the Salesforce database in an unencrypted state. When Shield Platform Encryption is turned on,
Einstein Activity Capture matching behavior is modified.

Event Encryption
Normally, Einstein Activity Capture matches records using the same standard Salesforce fields. But when you encrypt the Email field on
Salesforce users, contacts, or leads, Einstein Activity Capture expands its search to any custom email field that you added to the record
in these cases:

Contact Encryption
Normally, Einstein Activity Capture matches contacts between Salesforce and your external contact application using the same standard
Salesforce fields. But when you encrypt the Email field on Salesforce contacts, Einstein Activity Capture expands its search to any custom
email field that you add to the Salesforce contact. Einstein Activity Capture syncs the first matching email address it identifies so contacts
can be matched based on the standard Email field or the custom email field.

Multiple Salesforce Orgs

You use multiple Salesforce orgs if you test new features in a sandbox before setting them up in production, or if you maintain separate
orgs for different divisions of your company.
• Setting up the same user to sync across multiple orgs isn’t supported. We recommend testing in a sandbox org before rolling out
Einstein Activity Capture. But make sure to remove users from sandbox sync configurations before adding users to production
configurations.

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• We don’t recommend marking an Einstein Activity Capture configuration as inactive to prevent a user from syncing across multiple
orgs. You risk forgetting that the user is included in multiple configurations. And you risk marking the configuration as active later
by accident.

Example: You’re testing Einstein Activity Capture in your sandbox org. You add a user to a sync configuration in the sandbox.
After you’re satisfied with how you set up Einstein Activity Capture for them, you’re ready to add the user to a configuration in
your production org.
Before you add the user to a configuration in production, remove them from the configuration in your sandbox to avoid sync
issues. You also risk syncing test data onto your production org and email server.

SEE ALSO:
Set Up Einstein Activity Capture
Emails and Einstein Activity Capture
Events and Einstein Activity Capture
Contacts and Einstein Activity Capture

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Considerations for Excluding Data from Einstein Activity Capture

Admins and users can prevent emails and events associated with a particular person or company
EDITIONS
from being added to related Salesforce records. You can also prevent events from syncing between
Salesforce and connected accounts. Make sure that you understand the effects of adding emails Available in: Lightning
and domains to the Einstein Activity Capture Excluded Addresses list. Experience
Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, Available with Einstein
the Salesforce cloud-native infrastructure architecture, built for the public cloud. Before Activity Capture Standard,
migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed data which is available in Sales
centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). Cloud in Starter,
After migration, the Einstein Activity Capture data and services are stored on Hyperforce and Professional, Enterprise,
new AWS public cloud infrastructure, within the same region as before. Performance, and
Unlimited Editions
• The admin’s Excluded Addresses list applies to all Einstein Activity Capture users, but users can
add email addresses to their own Excluded Addresses list. Available with Sales Cloud
• We add the default internal domain to the excluded list so that emails and events between Einstein, which is available
users in your company aren’t added to Salesforce records or synced. Your company’s default in Performance and
internal domain is the domain used in the admin’s email address. If your company uses other Unlimited Editions, and
available for an extra cost in
internal domains, the admin must add them to the excluded list.
Enterprise Edition
• Emails where all email addresses are part of the internal domain (internal emails) are always
excluded. Events where all attendees are part of the internal domain (internal events) can be Available with Inbox in Sales
included or excluded. Go to the Einstein Activity Capture settings and turn Sync Internal Events Cloud, which is included in
on or off. Starter, Performance and
Unlimited Editions and
• Internal domains can’t be deleted from the excluded addresses list when the domain matches
available for an extra cost in
the primary email address (the email on the user record) of any: Professional and Enterprise
– Salesforce admin Editions. Inbox is also
– Salesforce user with the Customize Application or Modify All Data permissions available for an extra cost in
Service Cloud and Lightning
• If the email addresses on a Salesforce record all belong to an internal domain, then emails and Platform.
events aren’t added to the record’s timeline. For example, the internal domain used to set up
Available with Sales
Einstein Activity Capture is acme.com. John Smith is a contact record in Salesforce with the
Engagement in Sales Cloud,
email [email protected]. The John Smith contact record doesn’t show any emails or events
which is included in
because the email address [email protected] is part of the acme.com internal domain. Performance and Unlimited
• To protect users from inadvertently sharing sensitive information, Einstein Activity Capture Editions, and available for
attempts to identify automated and non-automated emails with sensitive information. The an extra cost in Professional
and Enterprise Editions.
emails are set to the Don’t Share sharing setting, regardless of the user’s individual sharing
Sales Engagement is also
setting. The emails are marked as sensitive so that users know why the sharing setting was
available for an extra cost in
changed. For example, emails that include a credit card number from a customer are kept
Service Cloud and Lightning
private. Automated responses about a password reset are also kept private, The email owner
Platform.
can later change the sharing setting to something less restrictive. The settings that prevent
these emails from being shared are on by default, but you can turn them off. Available with Revenue
Intelligence, which is
Some automated email replies are useful to your colleagues and aren’t set to private. Examples
available for an extra cost in
include out-of-office replies and email bounce notifications.
Enterprise and Unlimited
To add extra protections, admins can update the Excluded Addresses list with customer domains Editions
and email addresses from the services their company uses. Services that offer payroll, financial
support, or human resources for your company are good candidates to add to the Excluded
List. Then, if someone creates a Salesforce contact record with the email address
[email protected], emails from that sender aren’t added to the contact’s activity timeline.

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• All internal domains that are included in the excluded list apply to Einstein Activity Capture and Zoom Integration.
• Events that don’t have attendees sync even if the organizer's domain is on the Excluded Addresses list.
• When you exclude an email address or customer domain, here’s what happens regarding captured email and events.
– New emails and events aren’t added to the activity timeline, and past ones are removed.
– New events are still added to the user’s Salesforce calendar, and past ones remain.
– New and past emails and events are still stored on Hyperforce and Amazon Web Services (AWS).
– Manually added email and events remain on the activity timeline and calendar.

• When you exclude an email address or customer domain, here’s what happens regarding synced events.
– New events don’t sync between Salesforce and the connected accounts.
– New events aren’t stored in Salesforce.
– Previously synced events no longer sync, but they remain in Salesforce or the connected accounts.

• If you remove an email address or customer domain from the excluded list, new email and events are captured and synced. Past
emails and events remain excluded.
• In an event series, only the events that meet the excluded email address or domain criteria don’t sync.
• Admins can prevent all email data for specific Einstein Activity Capture users from being added to the activity timeline and stored
by Salesforce. When creating or editing an Einstein Activity Capture configuration, an admin can disable emails.
• When you exclude an email address or customer domain, several rules determine whether the related emails and events are captured
and synced.
– The admin’s list applies to the entire org, and has priority over users’ lists.
– When email or event recipients include multiple Einstein Activity Capture users and a customer, Einstein Activity Capture users
must add the customer’s email to the Excluded Addresses list.
– When email or event recipients include Einstein Activity Capture users and multiple customers, Einstein Activity Capture users
must add at least one customer email or domain to the Excluded Addresses.

Example: Al and Barry are Einstein Activity Capture users. Cindy is a contact on the Acme account. Review how different scenarios
affect what’s captured and synced.

Scenario Excluded Addresses List Event Added Event Added to Event Synced
to Activity User’s Between
Timeline? Salesforce Salesforce and
Calendar? Connected
Accounts?
Al sends a meeting invite to Cindy Al and Barry add Cindy to their No Yes No
and includes Barry on the invite. lists.

Al adds Cindy to his list. Barry Yes Yes Yes

does not.

Al adds Cindy to his list. Barry No Yes No

does not. The admin adds
Cindy’s email domain to the
org-wide list.

Al sends a meeting invite to Cindy Al adds only Cindy’s email to No Yes No

and her team. Some of the recipients his list.

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Scenario Excluded Addresses List Event Added Event Added to Event Synced
to Activity User’s Between
Timeline? Salesforce Salesforce and
Calendar? Connected
Accounts?
use the @acme.com domain and
others use the @acme_jr.com
domain.

Al sends a meeting invite to Cindy Al adds only Cindy to his list. Yes Yes Yes
and her team. Some of the recipients Barry does not.
use the @acme.com domain and
The admin adds the @acme_jr No Yes No
others use the @acme_jr.com
domain to the org-wide list.
domain. Al includes Barry on the
invite.

SEE ALSO:
Exclude Certain Emails and Events from Being Added to Salesforce
Exclude Emails and Events from Being Added to Salesforce
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Considerations for Disabling Emails, Events, or Contacts in Einstein Activity Capture

When you create or edit an Einstein Activity Capture configuration, you can disable emails, events,
EDITIONS
or contacts. Make sure you understand what happens when you do.
Available in: Lightning
Considerations for Disabling Emails in an Einstein Activity Capture Configuration Experience
You can prevent email data from being used by Einstein Activity Capture. Make sure that you Available with Einstein
understand the effects of disabling emails. Activity Capture Standard,
Considerations for Disabling Events in an Einstein Activity Capture Configuration which is available in Sales
You can prevent event data from being used by Einstein Activity Capture. Make sure that you Cloud in Starter,
understand the effects of disabling events. Professional, Enterprise,
Performance, and
Considerations for Disabling Contacts in an Einstein Activity Capture Configuration Unlimited Editions
You can prevent contact data from being used by Einstein Activity Capture. Make sure that you
Available with Sales Cloud
understand the effects of disabling contacts.
Einstein, which is available
in Performance and
SEE ALSO: Unlimited Editions, and
Create a Configuration for Einstein Activity Capture available for an extra cost in
Enterprise Edition
Set Up Einstein Activity Capture
Available with Inbox in Sales
Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Considerations for Disabling Emails in an Einstein Activity Capture Configuration

You can prevent email data from being used by Einstein Activity Capture. Make sure that you
EDITIONS
understand the effects of disabling emails.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, Available in: Lightning
the Salesforce cloud-native infrastructure architecture, built for the public cloud. Before Experience
migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed data Available with Einstein
centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). Activity Capture Standard,
After migration, the Einstein Activity Capture data and services are stored on Hyperforce and which is available in Sales
new AWS public cloud infrastructure, within the same region as before. Cloud in Starter,
• To stop capturing emails for a user, add them to an Einstein Activity Capture configuration with Professional, Enterprise,
Performance, and
emails disabled.
Unlimited Editions
• When you disable emails, here’s what happens to emails.
Available with Sales Cloud
– Emails aren’t added to the activity timeline of related Salesforce records. Previously captured
Einstein, which is available
emails remain on the activity timeline.
in Performance and
– Emails aren’t included in the Activities dashboard. Unlimited Editions, and
– Email data isn’t available to Einstein features, such as Email Insights. available for an extra cost in
Enterprise Edition
– For non-Inbox users, email data isn’t stored on Hyperforce or Amazon Web Services (AWS).
Previously captured emails remain on Hyperforce and AWS. Available with Inbox in Sales
– For Inbox users, email data is still stored on Hyperforce and AWS. The email data is used for Cloud, which is included in
Inbox productivity features. Starter, Performance and
Unlimited Editions and
• If a user has more than one email account connected to Salesforce and is in an email-disabled available for an extra cost in
configuration, emails from all their accounts stop being captured. Professional and Enterprise
• Users whose emails aren’t captured can still send emails from the email composer on the activity Editions. Inbox is also
timeline. The email is added to the activity timeline. However, emails sent from Salesforce in available for an extra cost in
Service Cloud and Lightning
this way no longer go through users’ connected accounts. Instead, they go through Salesforce
Platform.
similar to when Einstein Activity Capture isn’t on.
• Users whose emails aren’t captured automatically can still log emails manually from the Outlook Available with Sales
and Gmail integrations. Engagement in Sales Cloud,
which is included in
• If you re-enable emails, we don’t go back and capture emails from the time when email was
Performance and Unlimited
disabled. If a user’s account is connected or reconnected after email is re-enabled, we capture
Editions, and available for
a certain amount of past email data. For details, see Data Retention for Einstein Activity Capture an extra cost in Professional
and Inbox. and Enterprise Editions.
Sales Engagement is also
SEE ALSO: available for an extra cost in
Service Cloud and Lightning
Create a Configuration for Einstein Activity Capture
Platform.
Guidelines for Using Emails with Einstein Activity Capture
Available with Revenue
Permission Sets
Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

308
Sales Productivity Einstein Activity Capture

Considerations for Disabling Events in an Einstein Activity Capture Configuration

You can prevent event data from being used by Einstein Activity Capture. Make sure that you
EDITIONS
understand the effects of disabling events.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, Available in: Lightning
the Salesforce cloud-native infrastructure architecture, built for the public cloud. Before Experience
migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed data Available with Einstein
centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). Activity Capture Standard,
After migration, the Einstein Activity Capture data and services are stored on Hyperforce and which is available in Sales
new AWS public cloud infrastructure, within the same region as before. Cloud in Starter,
• To stop users’ event data from moving between Salesforce and the connected account in all Professional, Enterprise,
Performance, and
directions, add them to an Einstein Activity Capture configuration with events disabled.
Unlimited Editions
• When you disable events, here’s what happens to events.
Available with Sales Cloud
– Event data isn’t synced between Salesforce and the connected account.
Einstein, which is available
– Event records aren’t created in Salesforce. in Performance and
– Events aren’t added to the activity timeline of related Salesforce records. Previously captured Unlimited Editions, and
events remain on the timeline. available for an extra cost in
Enterprise Edition
– Events aren’t included in the Activities dashboard.
– Event data isn’t available to Einstein features. Available with Inbox in Sales
Cloud, which is included in
– For non-Inbox users, event data isn’t stored on Hyperforce and Amazon Web Services (AWS).
Starter, Performance and
Previously captured events remain on Hyperforce and AWS.
Unlimited Editions and
– For Inbox users, event data is still stored on Hyperforce and AWS. The event data is used available for an extra cost in
for Inbox productivity features. Professional and Enterprise
Editions. Inbox is also
• If a user is using more than one email account to capture events and is in an event-disabled
available for an extra cost in
configuration, events from all their accounts stop being captured. Service Cloud and Lightning
• If you re-enable events, we don’t go back and capture events from the time when event capture Platform.
was disabled. Events that were created or updated in the Microsoft or Google calendar, regardless
Available with Sales
of when, are synced to Salesforce. If a user’s account is connected or reconnected after events
Engagement in Sales Cloud,
is re-enabled, we capture a certain amount of past event data. For details, see Data Retention
which is included in
for Einstein Activity Capture and Inbox.
Performance and Unlimited
• If you use Salesforce Meetings and disable events, the Meeting Digest doesn’t show the enhanced Editions, and available for
attendee list or intelligent insights for synced events. an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
SEE ALSO:
available for an extra cost in
Create a Configuration for Einstein Activity Capture Service Cloud and Lightning
Events and Einstein Activity Capture Platform.
Permission Sets Available with Revenue
Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

309
Sales Productivity Einstein Activity Capture

Considerations for Disabling Contacts in an Einstein Activity Capture Configuration

You can prevent contact data from being used by Einstein Activity Capture. Make sure that you
EDITIONS
understand the effects of disabling contacts.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, Available in: Lightning
the Salesforce cloud-native infrastructure architecture, built for the public cloud. Before Experience
migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed data Available with Einstein
centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). Activity Capture Standard,
After migration, the Einstein Activity Capture data and services are stored on Hyperforce and which is available in Sales
new AWS public cloud infrastructure, within the same region as before. Cloud in Starter,
• To stop users’ contact data from moving between Salesforce and the connected account in all Professional, Enterprise,
Performance, and
directions, add them to an Einstein Activity Capture configuration with contacts disabled.
Unlimited Editions
• When you disable contacts, here’s what happens to contacts.
Available with Sales Cloud
– Contact data isn’t synced between Salesforce and the connected account.
Einstein, which is available
– Contact records aren’t created in Salesforce. in Performance and
– Contact data isn’t available to Einstein features, such as Email Insights and Recommenced Unlimited Editions, and
Connections. available for an extra cost in
Enterprise Edition
– Contact data isn’t stored on Hyperforce or Amazon Web Services (AWS). Previously captured
contact data remains on Hyperforce and AWS. Available with Inbox in Sales
Cloud, which is included in
• If a user is capturing contact data with more than one email account and is in a contact-disabled Starter, Performance and
configuration, contacts from all their accounts stop being captured. Unlimited Editions and
• If you re-enable contacts, we don’t go back and capture contacts from the time when contacts available for an extra cost in
were disabled. We sync new and updated contacts. Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
SEE ALSO:
Service Cloud and Lightning
Create a Configuration for Einstein Activity Capture Platform.
Contacts and Einstein Activity Capture
Available with Sales
Permission Sets Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

310
Sales Productivity Einstein Activity Capture

Set Up Einstein Activity Capture

Review the steps for setting up Einstein Activity Capture. After admins set up the feature, end-users
EDITIONS
have a few things to do.
Available in: Lightning
Admin Setup for Einstein Activity Capture Experience
Get your sales reps up and running with Einstein Activity Capture. Give users access to Einstein Available with Einstein
Activity Capture. Connect your company’s email and calendar application to Salesforce, and Activity Capture Standard,
create a configuration that controls how data moves between applications. Define settings which is available in Sales
such as which data to exclude and how activities are shared. The basic setup steps are the same Cloud in Starter,
for Einstein Activity Capture Standard and the licensed versions. Professional, Enterprise,
End-User Setup for Einstein Activity Capture Performance, and
Unlimited Editions
Connect email and calendar accounts to Salesforce and control how activities are shared. Plus,
prevent specific emails and events from be synced and added to the activity timeline. Available with Sales Cloud
Troubleshoot Einstein Activity Capture Setup Issues Einstein, which is available
in Performance and
If you run into problems with Einstein Activity Capture, review our troubleshooting suggestions.
Unlimited Editions, and
available for an extra cost in
SEE ALSO: Enterprise Edition
Einstein Activity Capture Available with Inbox in Sales
Einstein Activity Capture Security Guide Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

311
Sales Productivity Einstein Activity Capture

Admin Setup for Einstein Activity Capture

Get your sales reps up and running with Einstein Activity Capture. Give users access to Einstein
EDITIONS
Activity Capture. Connect your company’s email and calendar application to Salesforce, and create
a configuration that controls how data moves between applications. Define settings such as which Available in: Lightning
data to exclude and how activities are shared. The basic setup steps are the same for Einstein Activity Experience
Capture Standard and the licensed versions.
Available with Einstein
Activity Capture Standard,
Give Users Access to Einstein Activity Capture which is available in Sales
Make sure that you assign users to Einstein Activity Capture. You might need to give users Cloud in Starter,
access to the Activities dashboard. Professional, Enterprise,
Connection Methods for Microsoft Exchange Performance, and
Unlimited Editions
Before Einstein Activity Capture can access users’ email and calendar data, you must connect
Salesforce to your Exchange application. The choices of how to connect and authenticate users Available with Sales Cloud
depend on which email and calendar application you use. Einstein, which is available
in Performance and
Connection Methods for Google
Unlimited Editions, and
Before Einstein Activity Capture can access users’ email and calendar data, you must connect
available for an extra cost in
Salesforce to Google. Enterprise Edition
Create a Configuration for Einstein Activity Capture
Available with Inbox in Sales
Einstein Activity Capture configurations define how data flows between Salesforce and the Cloud, which is included in
connected accounts. By default, everything is enabled and moving in both directions, when Starter, Performance and
applicable, but you can change the default settings. Unlimited Editions and
Exclude Certain Emails and Events from Being Added to Salesforce available for an extra cost in
When you add email addresses or domains to the Excluded Addresses list for your org, emails Professional and Enterprise
and events with those people or companies aren’t added to the activity timeline of related Editions. Inbox is also
available for an extra cost in
Salesforce records. Events aren’t added to the Salesforce calendar. And events aren’t synced
Service Cloud and Lightning
between Salesforce and the connected accounts. Your Excluded Addresses list applies to all
Platform.
Einstein Activity Capture users. Users can add more email addresses to their own Excluded
Addresses lists. Available with Sales
Engagement in Sales Cloud,
Set Default Activity Sharing for Einstein Activity Capture Users
which is included in
Select whether Einstein Activity Capture users share their emails and events with other users
Performance and Unlimited
or keep them private. Users can change their activity sharing at any time from their personal Editions, and available for
settings. an extra cost in Professional
Enable More Features for Einstein Activity Capture and Inbox and Enterprise Editions.
Einstein Email Insights and Recommended Connections make it easy for sales reps to move Sales Engagement is also
deals in the right direction. available for an extra cost in
Service Cloud and Lightning
Platform.
SEE ALSO:
Available with Revenue
Considerations for Setting Up Einstein Activity Capture Intelligence, which is
Einstein Activity Capture Basics available for an extra cost in
Manage Data Policies for Einstein Features Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Give Users Access to Einstein Activity Capture

Make sure that you assign users to Einstein Activity Capture. You might need to give users access
EDITIONS
to the Activities dashboard.
Available in: Lightning
Select Who Can Use Einstein Activity Capture Experience
Selecting who can use Einstein Activity Capture is as simple as assigning a permission set to Available with Einstein
users. The exact steps you take depend on which license and edition users have. Activity Capture Standard,
Assign Einstein Activity Capture Standard to Sales Cloud Users which is available in Sales
The Einstein Activity Capture Standard permission set is already created for you and includes Cloud in Starter,
all the permissions needed to use Einstein Activity Capture and view the Activities dashboard. Professional, Enterprise,
Performance, and
All you need to do is assign the permission set to users.
Unlimited Editions

Available with Sales Cloud

SEE ALSO:
Einstein, which is available
Admin Setup for Einstein Activity Capture in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

313
Sales Productivity Einstein Activity Capture

Select Who Can Use Einstein Activity Capture

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

314
Sales Productivity Einstein Activity Capture

Selecting who can use Einstein Activity Capture is as simple as assigning a permission set to users.
USER PERMISSIONS
The exact steps you take depend on which license and edition users have.
To assign permission sets:
License or Edition Permission Sets That Include the Einstein • Assign Permission Sets
Activity Capture Permission To create permission sets:
Sales Cloud • Manage Profiles and
Standard Einstein Activity Capture Permission Sets
To assign the permission set to users, see Assign
Einstein Activity Capture Standard to Sales Cloud
Users.

Performance or Unlimited editions Sales Cloud Included and Einstein Activity

Capture Included
To access Einstein Activity Capture using
Performance or Unlimited editions, users must
have the Salesforce standard user license.
If you have users who accessed Einstein Activity
Capture through a Sales Cloud Einstein, Inbox,
Sales Engagement, or Revenue Intelligence
permission set before Summer ’22, we
recommend that you assign those users to the
Sales Cloud Included or Einstein Activity Capture
Included permission set, or a custom permission
set that includes the Einstein Activity Capture
permission. To make these assignments, assign
the new permission set to your users before
removing the old permission set. Beginning in
Summer ‘22, you can’t add users to the old Sales
Cloud Einstein, Inbox, Sales Engagement, or
Revenue Intelligence permission sets.

Sales Cloud Einstein Sales Cloud Einstein

To assign the permission set to users, see Select
Who Can Use Sales Cloud Einstein.

Inbox Inbox With Einstein Activity Capture

To assign the permission set to users, see Select
Who Can Use Inbox Features.

Sales Engagement Sales Engagement User

To assign the permission set to users, see Assign
Permission Sets for Sales Engagement Users.

Revenue Intelligence Revenue Intelligence Admin and Revenue

Intelligence User

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Sales Productivity Einstein Activity Capture

License or Edition Permission Sets That Include the Einstein Activity Capture
Permission
To assign the permission set to users, see Select Who Can Use
Revenue Intelligence.

SEE ALSO:
Assign a Permission Set License to a User
Admin Setup for Einstein Activity Capture

Assign Einstein Activity Capture Standard to Sales Cloud Users

The Einstein Activity Capture Standard permission set is already created for you and includes all the
EDITIONS
permissions needed to use Einstein Activity Capture and view the Activities dashboard. All you need
to do is assign the permission set to users. Available in: Lightning
Important: The Standard Einstein Activity Capture permission set is for users who don’t have Experience
a Sales Cloud Einstein, Inbox, or Sales Engagement license. You can assign the permission set Available with Sales Cloud
to up to 100 Sales Cloud users. Einstein Activity Capture Standard isn’t available for Salesforce in: Professional, Enterprise,
Government Cloud customers. Performance, and
1. From Setup, enter Permission Sets in the Quick Find. Then, select Permission Sets. Unlimited Editions

2. Click the Standard Einstein Activity Capture permission set.

USER PERMISSIONS
3. Click Manage Assignments and assign the permission set to up to 100 users.
To assign permission sets:
SEE ALSO: • Assign Permission Sets
Assign a Permission Set License to a User To create permission sets:
• Manage Profiles and
Admin Setup for Einstein Activity Capture
Permission Sets
What Is Einstein Activity Capture Standard?

Reassign Einstein Activity Capture for Essentials Users

If a user gets an error when trying to connect their email and calendar to Salesforce, you might
EDITIONS
need to remove the Einstein Activity Capture permission for the user, and then assign it again.
1. From Setup, in the Quick Find box, enter Users, and then select Users. Available in: Essentials
edition
2. Click the name of the user who encountered the error.
3. In the Permission Set Assignments related list, delete the Inbox With Einstein Activity Capture
permission set. USER PERMISSIONS
4. Click Edit Assignments. To create permission sets:
5. Add the Inbox With Einstein Activity Capture permission set. • Manage Profiles and
Permission Sets
6. Save your changes.
To assign permission sets:
• Assign Permission Sets

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Sales Productivity Einstein Activity Capture

Connection Methods for Microsoft Exchange

Before Einstein Activity Capture can access users’ email and calendar data, you must connect
EDITIONS
Salesforce to your Exchange application. The choices of how to connect and authenticate users
depend on which email and calendar application you use. Available in: Lightning
Experience
Connect to Einstein Activity Capture with User-Level Authentication
Available with Einstein
The user-level authentication method is available for Microsoft Exchange on-premises servers Activity Capture Standard,
and Microsoft Exchange Online with Office 365. After users are assigned to Einstein Activity which is available in Sales
Capture, they’re prompted to connect a Microsoft account to Salesforce. Cloud in Starter,
Connect to Einstein Activity Capture with Org-Level OAuth 2.0 Professional, Enterprise,
Performance, and
The org-level authentication method is available for only Microsoft Office 365. The Salesforce
Unlimited Editions
admin works with their Exchange admin to give Salesforce access to data in Microsoft Office
365. The connection applies to all users in Salesforce, which lets the admin set up all Einstein Available with Sales Cloud
Activity Capture users at the same time. Einstein, which is available
in Performance and
Connect to Einstein Activity Capture with a Microsoft Exchange Service Account
Unlimited Editions, and
The service account authentication method is available for Microsoft Office 365 and Microsoft
available for an extra cost in
Exchange on-premises servers. A service account lets you scope authentication to a specific set Enterprise Edition
of users and set up all Einstein Activity Capture users at the same time. The Salesforce admin
works with their Exchange admin to create a service account with the impersonation role and Available with Inbox in Sales
give Salesforce access to the service account user’s data. Follow the steps based on the supported Cloud, which is included in
server that your company uses. Starter, Performance and
Unlimited Editions and
Connect Salesforce to Your Microsoft Exchange Endpoint available for an extra cost in
If your Exchange Web Service (EWS) isn’t exposed externally because the Microsoft Autodiscover Professional and Enterprise
setting isn’t on, Einstein Activity Capture or Inbox can’t find your Microsoft Exchange account. Editions. Inbox is also
Manually connect your Microsoft Exchange endpoint to Salesforce so that your Microsoft available for an extra cost in
Exchange users can benefit from Einstein Activity Capture or Inbox. Service Cloud and Lightning
Platform.
Allowing Network Access When Using Einstein Activity Capture with a Microsoft Exchange
Server Available with Sales
When setting up Einstein Activity Capture with a Microsoft Exchange on-premises server (2019, Engagement in Sales Cloud,
2016, or 2013), make sure that you allow the necessary network access. which is included in
Performance and Unlimited
Editions, and available for
SEE ALSO: an extra cost in Professional
Admin Setup for Einstein Activity Capture and Enterprise Editions.
Einstein Activity Capture System Requirements Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

317
Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with User-Level Authentication

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

318
Sales Productivity Einstein Activity Capture

The user-level authentication method is available for Microsoft Exchange on-premises servers and
USER PERMISSIONS
Microsoft Exchange Online with Office 365. After users are assigned to Einstein Activity Capture,
they’re prompted to connect a Microsoft account to Salesforce. To connect Salesforce to
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then Exchange:
• Customize Application
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides
you through the steps. If you already set up Einstein Activity Capture and want to change the OR
authentication method, reset Einstein Activity Capture. Modify All Data
2. Select the email and calendar application that your company uses. To view the Einstein Activity
3. Select User-Level Auth as your authentication method. Capture setup pages:
• View Setup and
4. Follow the remaining Einstein Activity Capture setup steps, including creating a configuration Configurations
and adding users to it on page 339.
5. If you use a Microsoft Exchange on-premises server, make sure that you allow the necessary
network access.
Users are prompted to connect their account to Salesforce. Until they do, they can’t send emails in Lightning Experience.

SEE ALSO:
Admin Setup for Einstein Activity Capture
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture or Inbox

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Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with Org-Level OAuth 2.0

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

320
Sales Productivity Einstein Activity Capture

The org-level authentication method is available for only Microsoft Office 365. The Salesforce admin
USER PERMISSIONS
works with their Exchange admin to give Salesforce access to data in Microsoft Office 365. The
connection applies to all users in Salesforce, which lets the admin set up all Einstein Activity Capture To connect Salesforce to
users at the same time. Microsoft Office 365:
• Customize Application
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides OR
you through the steps. If you already set up Einstein Activity Capture and want to change the Modify All Data
authentication method, reset Einstein Activity Capture.
To view the Einstein Activity
2. Select Microsoft Office 365 as the email and calendar application. Capture Setup pages:
3. Choose Org-Level OAuth 2.0 as the authentication method. • View Setup and
Configurations
4. Review the server URL that we’ll redirect you to when you log in to your Microsoft Office 365
account.
5. Click Log In and enter your company’s Office 365 account credentials. Then, accept Salesforce access to Microsoft Exchange Office
365.
When you’re done, we return you to the Einstein Activity Capture setup flow and populate the tenant ID field.
6. Optionally, check the connection between Salesforce and Microsoft Exchange Office 365.
When you use an org-level connection:
• Depending on how many Salesforce users you have, it can take anywhere from a few minutes to a few days to establish the connection.
When ready, the connection is listed on each Einstein Activity Capture user’s Connected Accounts page.
• Users who are in configurations with emails enabled are prompted to accept the Einstein Activity Capture terms of service. Until
they do, email data isn’t captured.
• Users who have access to Inbox must connect an account for Inbox to work. They can connect the primary account or a different
account.
• Users can capture more data by connecting other accounts. The primary account is used to capture data through the org-level
connection, so they don’t need to connect it again.

SEE ALSO:
Test a User’s Einstein Activity Capture Sync Status
Admin Setup for Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with a Microsoft Exchange Service Account

The service account authentication method is available for Microsoft Office 365 and Microsoft
EDITIONS
Exchange on-premises servers. A service account lets you scope authentication to a specific set of
users and set up all Einstein Activity Capture users at the same time. The Salesforce admin works Available in: Lightning
with their Exchange admin to create a service account with the impersonation role and give Experience
Salesforce access to the service account user’s data. Follow the steps based on the supported server
that your company uses. Available with Einstein
Activity Capture Standard,
which is available in Sales
Get Ready to Connect to Einstein Activity Capture with a Microsoft Exchange Service Account Cloud in Starter,
Before you can set up Einstein Activity Capture using the service account connection method, Professional, Enterprise,
make sure that you work with your Exchange admin to get things ready on the Microsoft side. Performance, and
Use a Service Account to Connect Microsoft Office 365 and Einstein Activity Capture Unlimited Editions
If your company uses Microsoft Office 365, you can connect to Einstein Activity Capture using Available with Sales Cloud
a service account. The Salesforce admin works with their Exchange admin to create a service Einstein, which is available
account with the impersonation role and give Salesforce access to the service account user’s in Performance and
data. By using a service account, you can scope authentication to a specific set of users and set Unlimited Editions, and
up all Einstein Activity Capture users at the same time. available for an extra cost in
Enterprise Edition
Use a Service Account to Connect an Exchange Server and Einstein Activity Capture
If your company uses Microsoft Exchange 2019, 2016, or 2013 on-premises, you can connect Available with Inbox in Sales
to Einstein Activity Capture using a service account. The Salesforce admin works with their Cloud, which is included in
Exchange admin to create a service account with the impersonation role and give Salesforce Starter, Performance and
access to the service account user’s data. By using a service account, you can scope Unlimited Editions and
authentication to a specific set of users and set up all Einstein Activity Capture users at the same available for an extra cost in
Professional and Enterprise
time.
Editions. Inbox is also
available for an extra cost in
SEE ALSO: Service Cloud and Lightning
Get Ready to Connect to Einstein Activity Capture with a Microsoft Exchange Service Account Platform.

Admin Setup for Einstein Activity Capture Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

322
Sales Productivity Einstein Activity Capture

Get Ready to Connect to Einstein Activity Capture with a Microsoft Exchange Service Account
Before you can set up Einstein Activity Capture using the service account connection method, make
EDITIONS
sure that you work with your Exchange admin to get things ready on the Microsoft side.

Tip: For help with preparing your Exchange server, visit Microsoft’s support website and Available in: Lightning
search for the keywords mentioned here. Experience

Here’s what your Exchange admin must do before you can set up Einstein Activity Capture. Available with Einstein
Activity Capture Standard,
• Create an Exchange user with a mailbox that acts as the service account.
which is available in Sales
• Grant the impersonation role to a service account. Cloud in Starter,
• Decide which users the service account has access to. Professional, Enterprise,
Performance, and
• Enable Exchange Web Services (EWS) on an SSL connection.
Unlimited Editions

Available with Sales Cloud

SEE ALSO:
Einstein, which is available
Use a Service Account to Connect Microsoft Office 365 and Einstein Activity Capture in Performance and
Use a Service Account to Connect an Exchange Server and Einstein Activity Capture Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

323
Sales Productivity Einstein Activity Capture

Use a Service Account to Connect Microsoft Office 365 and Einstein Activity Capture
EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

324
Sales Productivity Einstein Activity Capture

If your company uses Microsoft Office 365, you can connect to Einstein Activity Capture using a
USER PERMISSIONS
service account. The Salesforce admin works with their Exchange admin to create a service account
with the impersonation role and give Salesforce access to the service account user’s data. By using To connect Salesforce to
a service account, you can scope authentication to a specific set of users and set up all Einstein Microsoft Office 365:
Activity Capture users at the same time. • Customize Application
OR Modify All Data
1. Before you do anything in Salesforce, work with your Exchange admin to set up the service
account. To view the Einstein Activity
Capture setup pages:
2. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then • View Setup and
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides Configurations
you through the steps. If you already set up Einstein Activity Capture and want to change the
authentication method, reset Einstein Activity Capture.
3. Select Microsoft Office 365 as the email and calendar application.
4. Select Service Account OAuth 2.0 as your authentication method.
5. Follow the setup flow, including steps for creating a configuration and adding users to it.
6. When you finish the main setup steps, it’s time to give Salesforce access to Microsoft Exchange Office 365. Click Log In, and log in
with the service account username and password. Then, accept Salesforce access to Microsoft Exchange Office 365.
When you’re done, we return you to the Einstein Activity Capture setup flow.

7. Optionally, check the connection between Salesforce and Microsoft Exchange Office 365.

Note: When you use a service account, users who are in configurations that capture email data are prompted to accept the
Einstein Activity Capture terms of service. Until they do so, email data isn’t captured.

SEE ALSO:
Test a User’s Einstein Activity Capture Sync Status
Test Whether Users Are Visible by Your Service Account
Admin Setup for Einstein Activity Capture

325
Sales Productivity Einstein Activity Capture

Use a Service Account to Connect an Exchange Server and Einstein Activity Capture
USER PERMISSIONS

To connect Salesforce to a
Microsoft Exchange server:
• Customize Application
OR Modify All Data
To view the Einstein Activity
Capture setup pages:
• View Setup and
Configurations

326
Sales Productivity Einstein Activity Capture

If your company uses Microsoft Exchange 2019, 2016, or 2013 on-premises, you can connect to
EDITIONS
Einstein Activity Capture using a service account. The Salesforce admin works with their Exchange
admin to create a service account with the impersonation role and give Salesforce access to the Available in: Lightning
service account user’s data. By using a service account, you can scope authentication to a specific Experience
set of users and set up all Einstein Activity Capture users at the same time.
Available with Einstein
1. Make sure that your Exchange server is visible to Salesforce by allowing the necessary network
Activity Capture Standard,
access. which is available in Sales
2. Before you set up Einstein Activity Capture, work with your Exchange admin to set up the service Cloud in Starter,
account. Professional, Enterprise,
Performance, and
3. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then
Unlimited Editions
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides
you through the steps. If you already set up Einstein Activity Capture and want to change the Available with Sales Cloud
authentication method, reset Einstein Activity Capture. Einstein, which is available
in Performance and
4. Select Microsoft Exchange as the email and calendar application.
Unlimited Editions, and
5. Select Service Account as your authentication method. available for an extra cost in
6. To give Salesforce access to the Exchange service account, follow the steps. Enterprise Edition

a. Enter the login credentials for your company’s Microsoft Exchange service account. Available with Inbox in Sales
Cloud, which is included in
b. If your sales reps have different email domains than your service account domain, enter the
Starter, Performance and
additional domains in a comma-separated list. Unlimited Editions and
c. To test that the Microsoft Exchange service account is set up properly, enter a user who the available for an extra cost in
service account has access to. Professional and Enterprise
Editions. Inbox is also
7. Follow the remaining Einstein Activity Capture setup steps, including creating a configuration available for an extra cost in
and adding users to it. Service Cloud and Lightning
Platform.
Note: When you use a service account, users who are in configurations with emails enabled
are prompted to accept the Einstein Activity Capture terms of service. Until they do so, email Available with Sales
data isn’t captured. Engagement in Sales Cloud,
which is included in
Performance and Unlimited
SEE ALSO: Editions, and available for
Test a User’s Einstein Activity Capture Sync Status an extra cost in Professional
Test Whether Users Are Visible by Your Service Account and Enterprise Editions.
Sales Engagement is also
Admin Setup for Einstein Activity Capture
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

327
Sales Productivity Einstein Activity Capture

Connect Salesforce to Your Microsoft Exchange Endpoint

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

328
Sales Productivity Einstein Activity Capture

If your Exchange Web Service (EWS) isn’t exposed externally because the Microsoft Autodiscover
USER PERMISSIONS
setting isn’t on, Einstein Activity Capture or Inbox can’t find your Microsoft Exchange account.
Manually connect your Microsoft Exchange endpoint to Salesforce so that your Microsoft Exchange To create a Microsoft
users can benefit from Einstein Activity Capture or Inbox. Exchange connection:
• Customize Application
1. Make sure that Einstein Activity Capture or Inbox is enabled.
OR Modify All Data
2. From Setup, in the Quick Find box, enter Microsoft Exchange Connections, and
then select Microsoft Exchange Connections.
3. Click New, and then enter the connection details.
4. We recommend that you verify the connection. Enter a Microsoft Exchange email and password, and then click Verify.
5. Save the connection.

SEE ALSO:
Admin Setup for Einstein Activity Capture
Use a Service Account to Connect an Exchange Server and Einstein Activity Capture

Allowing Network Access When Using Einstein Activity Capture with a Microsoft Exchange Server
When setting up Einstein Activity Capture with a Microsoft Exchange on-premises server (2019, 2016, or 2013), make sure that you allow
the necessary network access.

Available in: Lightning Experience

Available with Sales Cloud in: Essentials, Professional, Enterprise, Performance, and Unlimited Editions

Available with Sales Cloud Einstein, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions

Available with Inbox, which is available in Professional, Enterprise, Performance, and Unlimited Editions

Available with Sales Engagement, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions

Inbound Connections
If an IP or VPN restricts the Exchange Web Services (EWS) endpoint, you must add the following addresses to your allowlist. Doing so
ensures that your Exchange server is visible to Salesforce.

Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, the Salesforce cloud-native infrastructure
architecture, built for the public cloud. Before migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed
data centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). After migration, the Einstein Activity
Capture data and services are stored on Hyperforce and new AWS public cloud infrastructure, within the same region as before.

Important: To ensure uninterrupted access of your Einstein Activity Capture services and data, add both sets of IP addresses to
your allowlist.

If Your Salesforce Instance Is Outside of If Your Salesforce Instance Is in Europe

Europe
Hyperforce • 44.242.15.232 • 18.158.21.76
• 44.236.183.129 • 3.76.67.243

329
Sales Productivity Einstein Activity Capture

If Your Salesforce Instance Is Outside of If Your Salesforce Instance Is in Europe

Europe

• 100.21.196.196 • 18.158.241.92
• 54.200.249.136 • 3.76.75.66
• 44.228.8.56 • 52.57.103.81
• 35.165.2.200 • 3.72.121.255

Pre-Hyperforce • 54.200.130.205 • 52.59.28.245

• 54.218.59.121 • 52.28.30.206
• 34.210.91.105 • 52.57.191.228
• 34.210.91.103 • 18.194.116.65
• 44.224.62.36 • 52.57.191.229
• 52.35.129.120 • 18.184.19.133
• 54.71.145.62 • 52.57.191.226
• 35.166.120.106 • 52.57.191.224
• 44.224.71.98 • 52.57.191.227
• 52.35.232.62 • 18.197.233.154
• 54.68.117.123 • 18.196.51.181
• 52.26.6.102 • 3.124.138.13
• 35.163.187.73 • 3.124.208.146
• 52.36.92.175 • 3.124.224.62
• 34.210.91.106 • 3.124.238.55
• 34.210.91.104
• 35.166.17.212
• 34.216.184.173
• 34.210.91.108
• 34.210.91.107

Depending on how you set up Salesforce, it can be necessary to add Salesforce IP addresses that aren't specific to EWS or Einstein Activity
Capture to your allowlist. To ensure continued access to Salesforce features, see Salesforce IP Addresses and Domains to Allow.

Outbound Connections
If you have restrictions on Exchange outbound connections, you must allow outbound access to the following domains. Then, when
new emails and events arrive in Exchange, push notifications are sent to Salesforce. To ensure uninterrupted access of your Einstein
Activity Capture services and data, add both sets of webhook endpoints to your org.

If Your Salesforce Instance Is Outside of If Your Salesforce Instance Is in Europe

Europe
Hyperforce apiq-ews-webhook-c01.sfdc-lywfpd.svc.sfdcfc.net apiq-ews-webhook-c01.sfdc-yzvdd4.svc.sfdcfc.net

330
Sales Productivity Einstein Activity Capture

If Your Salesforce Instance Is Outside of If Your Salesforce Instance Is in Europe

Europe
Pre-Hyperforce ews-webhook-us1-prod.salesforceiq.com ews-webhook-eu1-prod.salesforceiq.com

SEE ALSO:
Connect to Einstein Activity Capture with User-Level Authentication
Use a Service Account to Connect an Exchange Server and Einstein Activity Capture

331
Sales Productivity Einstein Activity Capture

Connection Methods for Google

Before Einstein Activity Capture can access users’ email and calendar data, you must connect
EDITIONS
Salesforce to Google.
Available in: Lightning
Connect to Einstein Activity Capture with User-Level Authentication Experience
The user-level authentication method is available for Google. After users are assigned to Einstein Available with Einstein
Activity Capture, they must connect a Google account to Salesforce. Activity Capture Standard,
Connect to Einstein Activity Capture with a Google Workspace Marketplace App which is available in Sales
You can use the Salesforce Einstein Activity Capture app on Google Workspace Marketplace as Cloud in Starter,
an authentication method. This method provides controlled access to your Google servers while Professional, Enterprise,
Performance, and
letting you manage users directly in the Google Workspace Marketplace app.
Unlimited Editions
Connect to Einstein Activity Capture with a Google Service Account
Available with Sales Cloud
The service account authentication method is available for Google. A service account lets you
Einstein, which is available
set up all Einstein Activity Capture users simultaneously. That way, users don’t need to connect
in Performance and
their primary account. Salesforce provides the service account details for you. Then, the Salesforce
Unlimited Editions, and
admin works with their Google admin to give the service account domain-wide authority and
available for an extra cost in
access to your users’ Google data. Enterprise Edition

Available with Inbox in Sales

SEE ALSO: Cloud, which is included in
Admin Setup for Einstein Activity Capture Starter, Performance and
Einstein Activity Capture System Requirements Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

332
Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with User-Level Authentication

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

333
Sales Productivity Einstein Activity Capture

The user-level authentication method is available for Google. After users are assigned to Einstein
USER PERMISSIONS
Activity Capture, they must connect a Google account to Salesforce.
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then To connect Salesforce to
Google:
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides
• Customize Application
you through the steps. If you already set up Einstein Activity Capture and want to change the
authentication method, reset Einstein Activity Capture. OR

2. Select Google as the email and calendar application. Modify All Data

3. Select User-Level Auth as your authentication method. To view the Einstein Activity
Capture setup pages:
4. Follow the remaining Einstein Activity Capture setup steps, including creating a configuration
• View Setup and
and adding users to it on page 339. Configurations
Users must connect their account to Salesforce. Until they do, they can’t send emails in Lightning
Experience.

SEE ALSO:
Admin Setup for Einstein Activity Capture
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture or Inbox

334
Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with a Google Workspace Marketplace App

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

335
Sales Productivity Einstein Activity Capture

You can use the Salesforce Einstein Activity Capture app on Google Workspace Marketplace as an
USER PERMISSIONS
authentication method. This method provides controlled access to your Google servers while letting
you manage users directly in the Google Workspace Marketplace app. To connect Salesforce to
Before you start, make sure that you have global administrator access to your company’s Google Google:
• Customize Application
account. As a Google global administrator, you directly control what data this Einstein Activity
Capture integration can access, and for whom. OR

1. Log in to Google Workspace Admin console at https://admin.google.com/. Modify All Data

2. In Google Workspace Admin console, create an access group to contain the Einstein Activity To view the Einstein Activity
Capture users if you don’t have one already. Capture setup pages:
• View Setup and
3. In the Google access group, add the members that have the user accounts that you want to Configurations
integrate with Einstein Activity Capture.
4. In Salesforce Setup, in the Quick Find box, enter Einstein Activity Capture, and
then select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides you through the steps. If you
already set up Einstein Activity Capture and want to change the authentication method, reset Einstein Activity Capture.
5. Select Google G Suite as the email and calendar application.
6. Select Google Workspace Marketplace App as your authentication method.
7. Click Install App to install the Einstein Activity Capture app from Google Workspace Marketplace.

8. In Google Workspace, select Admin install and then Continue.

9. Install the app only for the access group you created in step 2. In Google Workspace, select Certain groups or organizational
units and follow the prompts to select and save your access group selection.
10. In Salesforce, click Next.
11. Follow the remaining Einstein Activity Capture setup steps, including creating a configuration and adding users to it on page 339.
When you use the Google Workspace Marketplace app authentication method:
• It can take up to 24 hours to establish the connection with your Google Workspace environment. When ready, the connection is
listed on each Einstein Activity Capture user’s Connected Accounts page.
• Users who are in configurations with emails enabled are prompted to accept the Einstein Activity Capture terms of service. Until
they do, email data isn’t captured.
• Users who have access to Inbox must connect an account for Inbox to work. Users can connect their primary account or a different
account.

336
Sales Productivity Einstein Activity Capture

Connect to Einstein Activity Capture with a Google Service Account

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

337
Sales Productivity Einstein Activity Capture

The service account authentication method is available for Google. A service account lets you set
USER PERMISSIONS
up all Einstein Activity Capture users simultaneously. That way, users don’t need to connect their
primary account. Salesforce provides the service account details for you. Then, the Salesforce admin To connect Salesforce to
works with their Google admin to give the service account domain-wide authority and access to Google:
your users’ Google data. • Customize Application
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then OR
select Settings. If it’s your first time setting up Einstein Activity Capture, the setup flow guides Modify All Data
you through the steps. If you already set up Einstein Activity Capture and want to change the
authentication method, reset Einstein Activity Capture. To view the Einstein Activity
Capture Setup pages:
2. Select Google as the email and calendar application. • View Setup and
3. Select Service Account as your authentication method. Configurations

4. To give Salesforce domain-wide authority, read access, and write access to your users’ Google
data, copy the service account client ID and comma-delimited list of the OAuth scopes from the setup flow. Then, navigate to your
Google Admin Console and add the service account client ID and OAuth scopes to your Google Workspace environment. See the
Google documentation about delegating domain-wide authority to a service account.
5. Follow the remaining Einstein Activity Capture setup steps, including creating a configuration and adding users to it on page 339.
When you use the Google service account authentication method:
• It can take up to 24 hours to establish the connection with your Google Workspace environment. When ready, the connection is
listed on each Einstein Activity Capture user’s Connected Accounts page.
• Users who are in configurations with emails enabled are prompted to accept the Einstein Activity Capture terms of service. Until
they do, email data isn’t captured.
• Users who have access to Inbox must connect an account for Inbox to work. Users can connect their primary account or a different
account.

SEE ALSO:
Test a User’s Einstein Activity Capture Sync Status
Test Whether Users Are Visible by Your Service Account
Admin Setup for Einstein Activity Capture

338
Sales Productivity Einstein Activity Capture

Create a Configuration for Einstein Activity Capture

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

339
Sales Productivity Einstein Activity Capture

Einstein Activity Capture configurations define how data flows between Salesforce and the connected
USER PERMISSIONS
accounts. By default, everything is enabled and moving in both directions, when applicable, but
you can change the default settings. To create or edit an Einstein
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then Activity Capture
configuration:
select Settings.
• View Setup and
If it’s your first time setting up Einstein Activity Capture, the setup flow guides you through the Configurations,
steps. If you’re moving from Lightning Sync or you already use Einstein Activity Capture but it’s Customize Application
your first time creating a configuration, click Add Contact and Event Sync, and then follow AND Modify All Data
the guided steps. To view the Einstein Activity
Capture setup pages:
2. From the Configuration tab, click New Configuration.
• View Setup and
3. Give the configuration a name and description. Configurations
4. Review the email, events, and contact settings, and then click Next.

Tip:
• If you sync contacts, we recommend that you export your contact data on a regular basis.
• If you sync contacts both ways, you can improve sync performance by setting the contact filter to Contacts Users
Own.
• If you sync events, we recommend that users prepare events that they don’t want to sync before you activate the
configuration.

5. Review the advanced settings for emails, events, and contacts.

6. Add users and profiles to the configuration, and then click Next.
To add users to a configuration, make sure that you first assign users to Einstein Activity Capture. If you're migrating from Lightning
Sync, you can add users who show [Lightning Sync] after their name to an Einstein Activity Capture configuration. To give these
users access to Einstein Activity Capture features, you must assign them to Einstein Activity Capture and turn off Lightning Sync.
Up to 500 users or profiles are visible at a time. To add more than 500 users directly or via profile at a time, or to edit user assignments
when the configuration has more than 500 users, use the UserEmailCalendarSync object via the API.
If a user is added to configurations at the user level and at the profile level, the user-level assignment is recognized.

SEE ALSO:
Considerations for Setting Up Einstein Activity Capture
Considerations for Disabling Emails, Events, or Contacts in Einstein Activity Capture
Select Who Can Use Einstein Activity Capture
Set Up Einstein Activity Capture

340
Sales Productivity Einstein Activity Capture

Exclude Certain Emails and Events from Being Added to Salesforce

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

341
Sales Productivity Einstein Activity Capture

When you add email addresses or domains to the Excluded Addresses list for your org, emails and
USER PERMISSIONS
events with those people or companies aren’t added to the activity timeline of related Salesforce
records. Events aren’t added to the Salesforce calendar. And events aren’t synced between Salesforce To update the Excluded
and the connected accounts. Your Excluded Addresses list applies to all Einstein Activity Capture Addresses list:
users. Users can add more email addresses to their own Excluded Addresses lists. • Customize Application
OR Modify All Data
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then
select Settings. To view the Excluded
Addresses list:
2. Click the Excluded Addresses tab. • View Setup and
3. Click Add. Configurations

4. Follow the prompts to update the Excluded Addresses list.

SEE ALSO:
Considerations for Excluding Data from Einstein Activity Capture
Exclude Emails and Events from Being Added to Salesforce
Einstein Activity Capture

342
Sales Productivity Einstein Activity Capture

Set Default Activity Sharing for Einstein Activity Capture Users

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

343
Sales Productivity Einstein Activity Capture

Select whether Einstein Activity Capture users share their emails and events with other users or
USER PERMISSIONS
keep them private. Users can change their activity sharing at any time from their personal settings.
To set default activity sharing
Note: Some Sales Cloud Einstein features generate business-related insights using emails
for new users:
captured by Einstein Activity Capture, including emails that aren’t shared. However, the • Customize Application
content of the emails and the usernames associated with them are hidden. Einstein OR Modify All Data
Opportunity Insights and Einstein Automated Contacts are the Sales Cloud Einstein features
To view the Einstein Activity
that use these private emails.
Capture setup pages:
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then • View Setup and
select Settings under Einstein Activity Capture. Configurations
2. Click the Settings tab.
3. Click Edit Default next to Default Activity Sharing for New Users.
4. Select a default option for new users.
When activities are shared with everyone, others see full email and event details. When activities aren’t shared with everyone, others
see basic details, such as dates and names, and can request full access from the activity owner. “Everyone” means all Salesforce users
at your company, but you can change it to mean only Einstein Activity Capture users. Go to the Settings tab within the Einstein
Activity Capture settings.

5. Click Save.
When new users connect their account to Salesforce with Einstein Activity Capture, the activity sharing that you selected is their
default. Users who already connected their account to Salesforce aren’t affected.
6. If you set the default sharing setting to Don’t Share, you can prevent new users, regardless of their own sharing settings, from
changing it. From the Settings tab, turn on the Enforce Default Activity Sharing for New Users setting. Users can still share
individual emails and events, and respond to sharing requests from other users.
7. If you set the default sharing setting to Share with Everyone, emails that are identified as automated replies or having sensitive
content are kept private. This protects users from inadvertently sharing sensitive information The email owner can later change the
sharing setting to something less restrictive. If you want automated replies and sensitive emails to be shared, go to the Settings tab
and turn off the Prevent Automated Emails from Being Shared and the Prevent Sensitive Emails from Being Shared settings.

SEE ALSO:
Control How Activities Added by Einstein Activity Capture Are Shared
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Let Users Share Activities with Groups

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

345
Sales Productivity Einstein Activity Capture

Add the Enable email and event sharing field to group layouts. When the setting
USER PERMISSIONS
is selected on a private or unlisted Chatter group, the group members who use Einstein Activity
Capture can share activities with all group members. To edit group layouts:
1. Make sure Chatter is enabled. • Customize Application

2. From Setup, enter Group Layouts in the Quick Find box, then select Group Layouts.
3. Add the Enable email and event sharing field to group layouts.

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, Einstein Activity Capture users within the group can share their emails and events with all group members. Email
and events appear in the activity timeline of related records, not in Chatter group feeds. When a user shares an individual email or event
with a Chatter group and then deletes the group, the setting for the individual email or event is removed.

SEE ALSO:
Control How Activities Added by Einstein Activity Capture Are Shared
Set Up a Group for Sharing Activities

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Sales Productivity Einstein Activity Capture

Enable More Features for Einstein Activity Capture and Inbox

Einstein Email Insights and Recommended Connections make it easy for sales reps to move deals
EDITIONS
in the right direction.
Available in: Lightning
Turn On Einstein Email Insights Experience
Einstein Email Insights give sales reps critical sales context alongside relevant emails, making Available with Einstein
it easier for them to send the perfect response at the perfect time. If you use Einstein Activity Activity Capture Standard,
Capture through Performance or Unlimited editions or a Sales Cloud Einstein, Inbox, Sales which is available in Sales
Engagement, or Revenue Intelligence license, Email Insights is on by default when you turn on Cloud in Starter,
Einstein Activity Capture. If you have only Standard Einstein Activity Capture users, you must Professional, Enterprise,
turn on Einstein Email Insights. Performance, and
Create Custom Einstein Email Insights Unlimited Editions
Einstein Email Insights give sales reps critical sales context alongside relevant inbound emails. Available with Sales Cloud
You can get the most relevant email insights by specifying what to look for in email content. Einstein, which is available
in Performance and
Add Recommended Connections to Lightning Pages
Unlimited Editions, and
Give sales reps access to the Recommended Connections component so they can see which
available for an extra cost in
colleagues have the strongest connections to a prospect. Reps can then get in touch with Enterprise Edition
colleagues who can help get conversations going with prospects.
Available with Inbox in Sales
Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

347
Sales Productivity Einstein Activity Capture

Turn On Einstein Email Insights

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

348
Sales Productivity Einstein Activity Capture

Einstein Email Insights give sales reps critical sales context alongside relevant emails, making it
USER PERMISSIONS
easier for them to send the perfect response at the perfect time. If you use Einstein Activity Capture
through Performance or Unlimited editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or To turn on Einstein Email
Revenue Intelligence license, Email Insights is on by default when you turn on Einstein Activity Insights:
Capture. If you have only Standard Einstein Activity Capture users, you must turn on Einstein Email • Customize Application
Insights.

Note: Einstein Email Insights is available only in English.

1. Make sure you add your users to an Einstein Activity Capture configuration with emails enabled. If you re-enable emails, your users
don’t see email insights from the time when email was disabled.
2. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then select Einstein Email Insights.
3. Set Show Insights to On.
• Sales reps who use Einstein Activity Capture see email insights, when available, in the activity timeline and email detail page. If
your reps also use Inbox, they see email insights in their inbox.
• Email insights are available for emails sent to Einstein Activity Capture users. Email insights aren’t available for emails sent from
Einstein Activity Capture users.
• When Einstein Activity Capture activities are shared with everyone, reps who don't use Einstein Activity Capture see email insights.
• If you use Einstein Activity Capture through Performance or Unlimited editions or a Sales Cloud Einstein, Inbox, Sales Engagement,
or Revenue Intelligence license, you can create custom email insights on page 350.

SEE ALSO:
Create Custom Einstein Email Insights
What Is Einstein Activity Capture Standard?

349
Sales Productivity Einstein Activity Capture

Create Custom Einstein Email Insights

Einstein Email Insights give sales reps critical sales context alongside relevant inbound emails. You
EDITIONS
can get the most relevant email insights by specifying what to look for in email content.

Note: Einstein Email Insights is available only in English. Available in: Lightning
Experience
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then
Available with Sales Cloud
select Einstein Email Insights.
Einstein, which is available
2. Click New. in Performance and
3. Enter an insight label and description. Unlimited Editions, and for
an extra cost in Enterprise
The description appears when users hover over the label in the activity timeline. Edition
If you update an insight name or description for active and inactive email insights, existing
Available with Inbox, which
labels and descriptions are updated.
is available in Professional,
4. Enter up to 10 sets of keywords and choose whether the search is case-sensitive. Confirm that Enterprise, Performance,
the insight is enabled. and Unlimited Editions

You can have up to 10 active insights. Available with Sales

Engagement, which is
5. Select any standard insights you want to combine with your custom insight. available for an extra cost
There’s an “and” condition between the custom insight and standard insights you select to in: Enterprise, Performance,
combine with your custom insight. For the insight to be generated, the email must contain at and Unlimited Editions
least one defined keyword and a selected standard insight.

6. Enable the insight, if you want it to be active. USER PERMISSIONS

7. Click Save Draft or Save & Apply. To create custom Einstein
Sales reps see custom email insights, when available, in the activity timeline and the email detail Email Insights:
page. For reps using Inbox mobile app, the custom email insights also appear in their inbox. • Customize Application

Example: If you’re in the automotive industry, you can customize an email insight to look
for words like car, auto, drive, and race in emails.

SEE ALSO:
Turn On Einstein Email Insights

350
Sales Productivity Einstein Activity Capture

Add Recommended Connections to Lightning Pages

Give sales reps access to the Recommended Connections component so they can see which
EDITIONS
colleagues have the strongest connections to a prospect. Reps can then get in touch with colleagues
who can help get conversations going with prospects. Available in: Lightning
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then Experience
select Recommended Connections.
Available with Sales Cloud
2. Turn on the option to add the Recommended Connections component to standard contact Einstein, which is available
and lead page layouts. If you use person accounts, the component is also added to standard for an extra cost in:
person account page layouts. Enterprise, Performance,
and Unlimited Editions
3. To add the Recommended Connections component to custom contact, lead, and person
account page layouts, use the Lightning App Builder. Available with Inbox, which
4. Optionally, use the Lightning App Builder to set the number of connections to show by default is available in Professional,
Enterprise, Performance,
in the component. You can set the number from 1 through 10. When a user clicks View All
and Unlimited Editions
from the component, they can see up to 50 connections.
Available with Sales
Engagement, which is
available for an extra cost
in: Enterprise, Performance,
and Unlimited Editions

USER PERMISSIONS

To edit page layouts:

• Customize Application

SEE ALSO:
Admin Setup for Einstein Activity Capture
Create and Configure Lightning Experience Record Pages

351
Sales Productivity Einstein Activity Capture

End-User Setup for Einstein Activity Capture

Connect email and calendar accounts to Salesforce and control how activities are shared. Plus,
EDITIONS
prevent specific emails and events from be synced and added to the activity timeline.
Watch a Demo: How Users Set Up Einstein Activity Capture (English only) Available in: Lightning
Experience
Tip: If your admin enabled Inbox, you also have access to some or all Inbox features.
Available with Einstein
Activity Capture Standard,
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture or Inbox which is available in Sales
Depending on how your Salesforce admin set up Einstein Activity Capture, it’s possible that Cloud in Starter,
you’re responsible for connecting your Microsoft or Gmail account to Salesforce. If you use Professional, Enterprise,
Lightning Email and have access to Inbox features, you must connect an account to Salesforce. Performance, and
Unlimited Editions
Preparing to Sync Events with Einstein Activity Capture
If your Salesforce admin configured Einstein Activity Capture to sync events, review our Available with Sales Cloud
suggestions for making sure it works the way you want. Einstein, which is available
in Performance and
Preparing to Sync Contacts with Einstein Activity Capture Unlimited Editions, and
If your Salesforce admin configured Einstein Activity Capture to sync contacts, review our available for an extra cost in
suggestions for making sure it works the way you want. Enterprise Edition
Exclude Emails and Events from Being Added to Salesforce Available with Inbox in Sales
When you add email addresses to your Excluded Addresses list, emails and events with those Cloud, which is included in
people aren’t added to the activity timeline of related Salesforce records. Events aren’t added Starter, Performance and
to the Salesforce calendar. And events aren’t synced between Salesforce and the connected Unlimited Editions and
accounts. available for an extra cost in
Professional and Enterprise
Control How Activities Added by Einstein Activity Capture Are Shared
Editions. Inbox is also
Choose how to share activities that Einstein Activity Capture adds to the activity timeline of available for an extra cost in
related Salesforce records. You can share with all users, Chatter groups, or no one. Service Cloud and Lightning
Set Up a Group for Sharing Activities Platform.
The group’s owner or manager can enable email and event sharing for private and unlisted Available with Sales
Chatter groups. Then, Einstein Activity Capture users within the group can share their emails Engagement in Sales Cloud,
and events with all group members. which is included in
Performance and Unlimited
Editions, and available for
SEE ALSO:
an extra cost in Professional
Einstein Activity Capture and Enterprise Editions.
Salesforce Inbox Sales Engagement is also
available for an extra cost in
Sales Engagement
Service Cloud and Lightning
Salesforce Meetings Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

352
Sales Productivity Einstein Activity Capture

Connect Your Email and Calendar to Salesforce with Einstein Activity Capture or Inbox

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

353
Sales Productivity Einstein Activity Capture

Depending on how your Salesforce admin set up Einstein Activity Capture, it’s possible that you’re
USER PERMISSIONS
responsible for connecting your Microsoft or Gmail account to Salesforce. If you use Lightning Email
and have access to Inbox features, you must connect an account to Salesforce. To connect an account with
Einstein Activity Capture:
Note: If you use the Outlook or Gmail integrations with Inbox or the Inbox mobile app, you • Use Einstein Activity
connect your account through the app or the integration. Any accounts connected from the Capture
integrations or Inbox mobile app are shown on the Email and Calendar Accounts page in
To connect an account with
your Salesforce personal settings.
Inbox:
1. From your personal settings, in the Quick Find box, enter Connected Accounts, and • Use Inbox
then select Email and Calendar Accounts.
If your admin connected an account for you, it’s listed under Connected Accounts. If it’s not,
try refreshing the page.
2. Click New Account.

3. Follow the steps to connect your 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. Inbox features are available right away.
• If your admin didn’t connect your account for you but added you to an Einstein Activity Capture configuration that includes syncing,
make sure that:
– Your primary account, which is the email account on your user record, is in the user principal name (UPN) format and connected
to Salesforce.
– The account that you connect is the same email and calendar service that your admin connected to Salesforce. For example, if
your admin connects Microsoft Exchange, you must connect a Microsoft Exchange account.

• If your admin connected your account for you through an org-level connection and you have access to Inbox, you must connect an
account for Inbox to work. You can connect the primary account or a different account.
• All users can capture more data by connecting other accounts. However, if your admin connected your account for you through an
org-level connection, the primary account is used to capture data through the org-level connection, so you don’t connect it again.
• When you disconnect an account, it doesn’t appear as disconnected until you log out of Salesforce and then log in again.

354
Sales Productivity Einstein Activity Capture

• When you delete an account, the data captured from that account is removed from Salesforce. If you connect the wrong account
or run into problems with Inbox features, such as emails not tracking or available times not updating, we recommend that you delete
the connected account. Then, connect it again as a new account.

SEE ALSO:
Emails and Einstein Activity Capture
Events and Einstein Activity Capture
Contacts and Einstein Activity Capture
Review the Activities Analytics Dashboard

355
Sales Productivity Einstein Activity Capture

Preparing to Sync Events with Einstein Activity Capture

If your Salesforce admin configured Einstein Activity Capture to sync events, review our suggestions
EDITIONS
for making sure it works the way you want.
Prepare events that you don’t want to sync before your admin turns on your Einstein Activity Capture Available in: Lightning
configuration. You can manage which events sync at any time. To remove synced events from Experience
Salesforce, manually delete them.
Available with Einstein
Here are ways to prevent personal events from syncing from your Google or Microsoft calendar to Activity Capture Standard,
Salesforce. which is available in Sales
Cloud in Starter,
• To track personal events, create a separate calendar in your Google or Microsoft calendar
Professional, Enterprise,
application. Einstein Activity Capture is designed to sync only a reps’ default calendar to
Performance, and
Salesforce.
Unlimited Editions
• When Salesforce admins define sync settings in Einstein Activity Capture configurations, they
choose whether to sync users’ private events. Users can also prevent events from syncing by Available with Sales Cloud
assigning the private option to events from their calendar applications. Einstein, which is available
in Performance and
• Add email addresses to your Excluded Addresses list. Events associated with email addresses Unlimited Editions, and
on the Excluded Addresses list aren’t synced between Salesforce and the connected accounts. available for an extra cost in
Also, if you’re in a configuration that captures emails and events, emails and events associated Enterprise Edition
with those email address aren’t added to the activity timeline of related Salesforce records.
Events aren’t added to the Salesforce calendar. Available with Inbox in Sales
Cloud, which is included in
Starter, Performance and
SEE ALSO: Unlimited Editions and
Events and Einstein Activity Capture available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

356
Sales Productivity Einstein Activity Capture

Preparing to Sync Contacts with Einstein Activity Capture

If your Salesforce admin configured Einstein Activity Capture to sync contacts, review our suggestions
EDITIONS
for making sure it works the way you want.
Available in: Lightning
Microsoft Exchange Experience

After you’re set up to sync contacts, Einstein Activity Capture creates a folder called Salesforce_Sync Available with Einstein
in your connected Microsoft account’s contact directory. Your contacts sync between the Activity Capture Standard,
Salesforce_Sync folder and Salesforce. Don’t rename, move, or delete the Salesforce_Sync folder. which is available in Sales
If you delete the folder, contacts stop syncing between your connected account and Salesforce. Cloud in Starter,
Professional, Enterprise,
If you’re set up to sync from Salesforce to Microsoft Exchange only, no more setup is required. Your Performance, and
contacts are syncing from Salesforce to your Salesforce_Sync folder. Unlimited Editions
If you’re set up to sync from Microsoft Exchange to Salesforce or both ways, move the contacts that
Available with Sales Cloud
you want to sync to Salesforce into the Salesforce_Sync folder. Salesforce recommends that you
Einstein, which is available
keep syncing contacts only in the Salesforce_Sync folder. If you have the same contact in both the in Performance and
Salesforce_Sync folder and your main address list in Outlook, a duplicate of it appears in the All Unlimited Editions, and
contacts list in Outlook. available for an extra cost in
Enterprise Edition
Google Available with Inbox in Sales
After you’re set up to sync contacts, Einstein Activity Capture creates a group called Salesforce Sync Cloud, which is included in
in your connected Google account. Your contacts sync between the Salesforce Sync group and Starter, Performance and
Salesforce. Don’t rename, move, or delete the Salesforce Sync group. If you delete the group, contacts Unlimited Editions and
stop syncing between your connected account and Salesforce. available for an extra cost in
Professional and Enterprise
If you’re set up to sync from Salesforce to Google only, no more setup is required. Your contacts Editions. Inbox is also
are syncing from Salesforce to your Salesforce Sync group. available for an extra cost in
If you’re set up to sync from Google to Salesforce or both ways, move the Google Contacts that you Service Cloud and Lightning
want to sync into the Salesforce Sync group. To sync, all Google Contacts must have an Email field Platform.
with a Work label and a Phone field with one of the following standard labels: Home, Work, Other, Available with Sales
Mobile, or Work Fax. Einstein Activity Capture starts syncing contacts in the Salesforce Sync group Engagement in Sales Cloud,
that meet your sync criteria to Salesforce during the next sync cycle. which is included in
Performance and Unlimited
SEE ALSO: Editions, and available for
an extra cost in Professional
Contacts and Einstein Activity Capture and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

357
Sales Productivity Einstein Activity Capture

Exclude Emails and Events from Being Added to Salesforce

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

358
Sales Productivity Einstein Activity Capture

When you add email addresses to your Excluded Addresses list, emails and events with those people
USER PERMISSIONS
aren’t added to the activity timeline of related Salesforce records. Events aren’t added to the
Salesforce calendar. And events aren’t synced between Salesforce and the connected accounts. To add people to the
excluded addresses list:
Note: Your Salesforce admin could have added people to the org-wide Excluded Addresses • Use Einstein Activity
list. Capture
1. From personal settings, enter Excluded Addresses in the Quick Find box, and then click
Excluded Addresses under Einstein Activity Capture.
2. Update the Excluded Addresses list.

SEE ALSO:
Considerations for Excluding Data from Einstein Activity Capture
End-User Setup for Einstein Activity Capture

359
Sales Productivity Einstein Activity Capture

Control How Activities Added by Einstein Activity Capture Are Shared

USER PERMISSIONS

To view and change your

sharing settings:
• Use Einstein Activity
Capture

360
Sales Productivity Einstein Activity Capture

Choose how to share activities that Einstein Activity Capture adds to the activity timeline of related
EDITIONS
Salesforce records. You can share with all users, Chatter groups, or no one.

Note: Some Sales Cloud Einstein features generate business-related insights using emails Available in: Lightning
captured by Einstein Activity Capture, including emails that aren’t shared. However, the Experience
content of the emails and the usernames associated with them are hidden. Einstein Available with Einstein
Opportunity Insights and Einstein Automated Contacts are the Sales Cloud Einstein features Activity Capture Standard,
that use these private emails. which is available in Sales
1. From your personal settings, enter Sharing Settings in the Quick Find box, and then Cloud in Starter,
select Sharing Settings under Einstein Activity Capture. Professional, Enterprise,
Performance, and
2. Click Change. Unlimited Editions
If your admin chose to enforce the Don’t Share setting, you can’t change the sharing setting.
Available with Sales Cloud
However, you can still share individual emails and events, and respond to sharing requests from
Einstein, which is available
other users. in Performance and
3. Select how you want to share your emails and events. Unlimited Editions, and
available for an extra cost in
When activities are shared with everyone, others see full email and event details. When activities Enterprise Edition
aren’t shared with everyone, others see basic details, such as dates and names, and can request
full access from the activity owner. “Everyone” means all Salesforce users at your company, Available with Inbox in Sales
unless your admin changed it to mean only Einstein Activity Capture users. To share with Chatter Cloud, which is included in
groups, the group owner has to add the Enable email and event sharing option to the group. Starter, Performance and
If you share with Chatter groups, you can choose up to 20 private or unlisted Chatter groups. Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

361
Sales Productivity Einstein Activity Capture

Your sharing setting, which overrides the default sharing set by your Salesforce admin, is applied to all your emails and events, except
the ones that you 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. To share individual emails and events, you need access to Chatter.

Important: 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. The email is shared with
all five groups.

SEE ALSO:
Set Up a Group for Sharing Activities
End-User Setup for Einstein Activity Capture

362
Sales Productivity Einstein Activity Capture

Set Up a Group for Sharing Activities

The group’s owner or manager can enable email and event sharing for private and unlisted Chatter
EDITIONS
groups. Then, Einstein Activity Capture users within the group can share their emails and events
with all group members. Available in: Lightning
1. Click the Groups tab. Experience
2. Create or update a group. Available with Einstein
3. Select Enable email and event sharing. If this option isn’t available, ask your Salesforce admin Activity Capture Standard,
to add it to the group layout. which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.
4. Save the group.
Available with Sales
Group members who use Einstein Activity Capture can share their emails and events with all
Engagement in Sales Cloud,
group members. Email and events appear in the activity timeline of related records, not in which is included in
Chatter group feeds. Performance and Unlimited
Editions, and available for
an extra cost in Professional
SEE ALSO:
and Enterprise Editions.
Let Users Share Activities with Groups Sales Engagement is also
Control How Activities Added by Einstein Activity Capture Are Shared available for an extra cost in
Service Cloud and Lightning
Einstein Activity Capture
Platform.

Available with Revenue

Troubleshoot Einstein Activity Capture Setup Issues Intelligence, which is
If you run into problems with Einstein Activity Capture, review our troubleshooting suggestions. available for an extra cost in
Enterprise and Unlimited
Available in: Lightning Experience Editions

Available with Sales Cloud in: Essentials, Professional, Enterprise, Performance, and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Available with Sales Cloud Einstein, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions

Available with Inbox, which is available in Professional, Enterprise, Performance, and Unlimited Editions

Available with Sales Engagement, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions

Enable or Disable Einstein Activity Capture

After you complete the Einstein Activity Capture setup flow, the feature is turned on. However, you can enable and disable the
feature as needed.
Reset Einstein Activity Capture
Reset the feature if you need to change the email and calendar service that you use with Einstein Activity Capture or the authentication
method used in the connection.
Check Connection Status and Metrics for Einstein Activity Capture Users
If Einstein Activity Capture users have issues with their connections or data, you can troubleshoot their connection status and
reconnect and resync data. Einstein Activity Capture Status & Metrics provides an overall picture of how your users are onboarding.
See reports about event sync times and failures to help identify recurring issues and keep your users’ connections optimized.
Get Notified When Users’ Connections Are in Trouble
As a Salesforce admin, you can receive notifications in the app and by email when your users’ Einstein Activity Capture connections
have a status of Disabled or Needs Attention. Notifications can help you reduce your support queue and increase user satisfaction
by helping you resolve issues early.
Test a User’s Einstein Activity Capture Sync Status
If you connect to Einstein Activity Capture using an org-level connection or service account, you can test whether a user’s contacts
and events are syncing properly. If a problem occurs, you can reset the user. We also show you that the user accepted the Einstein
Activity Capture terms of service and you can send a reminder.
Test Whether Users Are Visible by Your Service Account
If you connect to Einstein Activity Capture using a service account, you can check whether the service account has access to a specific
user’s data.
Manage Activities Owned by Inactive Einstein Activity Capture Users
Einstein Activity Capture automatically adds email and events to the activity timeline of related Salesforce records. When an Einstein
Activity user becomes an inactive Salesforce user, you can make sure their activities, including private ones, are available to others.

SEE ALSO:
Admin Setup for Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Enable or Disable Einstein Activity Capture

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

After you complete the Einstein Activity Capture setup flow, the feature is turned on. However, you
USER PERMISSIONS
can enable and disable the feature as needed.
To enable or disable Einstein
Note: When Einstein Activity Capture is on, you can’t use the Related Lists activities view.
Activity Capture:
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then • Customize Application
OR Modify All Data
select Settings.
To view the Einstein Activity
2. Click the Settings tab. Capture setup pages:
3. Turn on or turn off Einstein Activity Capture. • View Setup and
Configurations
Warning: If you turn off Einstein Activity Capture, all email and events that were captured
from users’ connected accounts are hidden from the activity timeline and the Salesforce
calendar. The Activities dashboard isn’t available. Previously captured data and new data is
still stored using a public cloud provider. Contacts and events stop syncing for all users. Your
settings and configurations remain.

SEE ALSO:
Set the Default Activities View
Admin Setup for Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Reset Einstein Activity Capture

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

367
Sales Productivity Einstein Activity Capture

Reset the feature if you need to change the email and calendar service that you use with Einstein
USER PERMISSIONS
Activity Capture or the authentication method used in the connection.
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then To reset Einstein Activity
Capture:
select Settings.
• Customize Application
2. From the dropdown next to the connection method, select Reset Einstein Activity Capture. OR Modify All Data
To view the Einstein Activity
Capture setup pages:
• View Setup and
Configurations

When you reset Einstein Activity Capture, your selected email and calendar service is removed. Your configurations and settings are
deleted. Contacts and events stop syncing for all users. User-level connections remain and continue to be used for capturing emails,
events, and contacts.

SEE ALSO:
Admin Setup for Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Check Connection Status and Metrics for Einstein Activity Capture Users

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

369
Sales Productivity Einstein Activity Capture

If Einstein Activity Capture users have issues with their connections or data, you can troubleshoot
USER PERMISSIONS
their connection status and reconnect and resync data. Einstein Activity Capture Status & Metrics
provides an overall picture of how your users are onboarding. See reports about event sync times To check a user’s connection
and failures to help identify recurring issues and keep your users’ connections optimized. status:
• Customize Application
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then
OR Modify All Data
select Status & Metrics.
To view the Einstein Activity
2. Under Connection Status, review the status of your Einstein Activity Capture users, recommended Capture setup pages:
actions, and the last data capture date and time. Scroll to see the last updated date and time. • View Setup and
Configurations

These metrics are for License Usage.

Licensed Users
Users assigned the Standard Einstein Activity Capture permission or Einstein Activity Capture permission.
Configured Users
Users who are part of an active Einstein Activity Capture configuration.
License Usage
Percentage of licensed users that are configured.
These metrics are for Connected Account Status. A user’s connected account status updates when they log in to Salesforce.
Active
Users who have connected their email and are ready to capture data, or are capturing data already. This total is the sum of users
with an initial sync status of Not Started, In Progress, and Complete.
Disabled
Users who disconnected their email or had their account disabled by an admin. Get notified when users’ accounts change to
this status by setting email and in-app notifications in Einstein Activity Capture Settings in Setup. Notifications are sent every 7
days.
Needs Attention
Users whose accounts must be reconnected. For example, a user’s password has expired. Get notified when users’ accounts
change to this status by setting email and in-app notifications in Einstein Activity Capture Settings in Setup. Notifications are
sent every 7 days.

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Sales Productivity Einstein Activity Capture

User Percentage
Percentage of licensed users with the connected account status.
These metrics are for Initial Sync Status. Users in this area have connected their email already.
Not Started
Users who have never synced data.
In Progress
Users who have an initial sync in progress for events and contacts.
Complete
Users who have successfully synced data at least one time.
User Percentage
Percentage of licensed users with the initial sync status.

3. Under User Status, the default view shows all Einstein Activity Capture users who are in an active configuration. To refine your results,
search for a user or filter by status. The Synced Today metrics are updated after 12:00 AM local time.
a. If a user’s Connected Account Status is Needs Attention, you see details about the issue and ways to fix it. To reconnect the user
or resync data, select Check User Health Status from the dropdown list. User Health Status also contains configuration details
to help you troubleshoot.

Important: Resync of events and contacts is only available for org-level authentication connections.

b. If you use an org-level OAuth 2.0 or a service account authentication method, you also see whether users accepted the terms
of service that are required to capture emails. If the Terms of Service Status is Pending, select Check User Sync Status from the
dropdown list to send the user a reminder. You can also check the user’s sync status, which is updated each time the user logs
in to Salesforce.

4. Under Reports, see metrics for the past 7 days of events. Metrics are current as of the date and time the Reports page is loaded. The
Sync Time Report shows how many events were synced between Salesforce and your third-party integration. The Failure Report
shows the top 5 recurring errors over the last 7 days.

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SEE ALSO:
Get Notified When Users’ Connections Are in Trouble

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Sales Productivity Einstein Activity Capture

Get Notified When Users’ Connections Are in Trouble

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

373
Sales Productivity Einstein Activity Capture

As a Salesforce admin, you can receive notifications in the app and by email when your users’
USER PERMISSIONS
Einstein Activity Capture connections have a status of Disabled or Needs Attention. Notifications
can help you reduce your support queue and increase user satisfaction by helping you resolve To check a user’s connection
issues early. status:
• Customize Application
Notifications are sent every 7 days.
OR
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then
select Settings. Modify All Data

2. Click the Settings tab. To view the Einstein Activity

Capture setup pages:
3. Turn on Connection Status Notifications.
• View Setup and
4. In Percent of Connected Accounts, enter a percentage of connected accounts that have the Configurations
status of Disabled or Needs Attention. When this threshold is reached, you receive a notification
every 7 days.
If you enter 0%, you don’t receive any notifications.
5. Click Save.
6. From the Notification Type list, select the delivery format of the notification that you want to receive.

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Sales Productivity Einstein Activity Capture

Test a User’s Einstein Activity Capture Sync Status

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

375
Sales Productivity Einstein Activity Capture

If you connect to Einstein Activity Capture using an org-level connection or service account, you
USER PERMISSIONS
can test whether a user’s contacts and events are syncing properly. If a problem occurs, you can
reset the user. We also show you that the user accepted the Einstein Activity Capture terms of To check a user’s sync
service and you can send a reminder. status:
• Customize Application
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then
select Settings. OR

2. In the Quick Links section, click Check User Sync Status. Modify All Data

3. Enter the name of an Einstein Activity Capture user. If the user’s acceptance of the terms of To view the Einstein Activity
services is pending, you can send a reminder. Capture setup pages:
• View Setup and
4. To see whether a user’s contacts and events are syncing properly, click Check Status. Configurations
Einstein Activity Capture checks the connection between Salesforce and your email server and
summarizes the results.

5. If errors are listed, click Reset User.

Resetting the user removes and then restores the connections between the user’s email and calendar application and Salesforce.
After the connection is restored, contacts and events are synced again. The reset process can take several hours.

6. If syncing doesn’t resume, check that the email address on the User record has the same domain as the Microsoft or Google credentials
used when setting up the Einstein Activity Capture connection.

SEE ALSO:
Connect to Einstein Activity Capture with Org-Level OAuth 2.0
Connect to Einstein Activity Capture with a Microsoft Exchange Service Account
Connect to Einstein Activity Capture with a Google Service Account

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Sales Productivity Einstein Activity Capture

Test Whether Users Are Visible by Your Service Account

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

377
Sales Productivity Einstein Activity Capture

If you connect to Einstein Activity Capture using a service account, you can check whether the
USER PERMISSIONS
service account has access to a specific user’s data.
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then To check a user’s connection
status:
select Settings.
• Customize Application
2. In the Quick Links section, click Check User Connection.
OR
3. Enter the name of any Salesforce user, and then click Check Connection. Modify All Data
If the connection fails, work with your Exchange or Google admin to make sure that the user is
set up properly. To view the Einstein Activity
Capture setup pages:
• View Setup and
SEE ALSO: Configurations
Connect to Einstein Activity Capture with a Microsoft Exchange Service Account
Connect to Einstein Activity Capture with a Google Service Account

378
Sales Productivity Einstein Activity Capture

Manage Activities Owned by Inactive Einstein Activity Capture Users

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

379
Sales Productivity Einstein Activity Capture

Einstein Activity Capture automatically adds email and events to the activity timeline of related
USER PERMISSIONS
Salesforce records. When an Einstein Activity user becomes an inactive Salesforce user, you can
make sure their activities, including private ones, are available to others. To log in as another user:
1. To determine who needs access to the inactive user’s activities, check with the inactive user’s • Modify All Data
manager. To edit group layouts
2. If the manager wants only some users to have access to the activities: • Customize Application

a. Create a private Chatter group and enable email and event sharing. Add everyone to the
group who needs access to the inactive user’s email and events.

Tip: If the option to enable email and event sharing isn’t available, add it to the group layout.

b. Log in as the inactive user and go to their Einstein Activity Capture sharing settings. Change the sharing settings so that email
and events are shared with the Chatter group you created.
c. Go to individual activities in the activity timeline. Manually change email and events so that they’re shared with the Chatter
group you created.

3. If the manager wants all users to have access to the activities:

a. Log in as the inactive user and go to their Einstein Activity Capture sharing settings. Change the sharing settings so that email
and events are shared with everyone.
b. Go to individual activities in the activity timeline. Manually change email and events so that they’re shared with everyone.

SEE ALSO:
Log In as Another User
Control How Activities Added by Einstein Activity Capture Are Shared

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Sales Productivity Einstein Activity Capture

Emails and Einstein Activity Capture

Learn about what happens when emails are enabled in an Einstein Activity Capture configuration.
EDITIONS

Guidelines for Using Emails with Einstein Activity Capture Available in: Lightning
Make sure you understand how Einstein Activity Capture works with emails. Experience

Available with Einstein

SEE ALSO: Activity Capture Standard,
which is available in Sales
End-User Setup for Einstein Activity Capture
Cloud in Starter,
Einstein Activity Capture Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

381
Sales Productivity Einstein Activity Capture

Guidelines for Using Emails with Einstein Activity Capture

Make sure you understand how Einstein Activity Capture works with emails.
EDITIONS

General Available in: Lightning

Experience
• When emails move from the connected account to Salesforce, they don’t become Salesforce
records. Therefore, emails aren’t available in standard reports and don’t appear on the My Available with Einstein
Unresolved Items page. For more details, see What Does Einstein Activity Capture Do? Activity Capture Standard,
which is available in Sales
• Depending on how your Salesforce admin set up Einstein Activity Capture, you could be
Cloud in Starter,
prompted to connect your email and calendar to Salesforce. Until you do so, you can’t send
Professional, Enterprise,
emails in Lightning Experience.
Performance, and
• After you connect your email and calendar account to Salesforce, it takes up to 24 hours for Unlimited Editions
your emails to be added to related Salesforce records. New emails are added to Salesforce
records in near real-time, but sometimes it takes longer. Available with Sales Cloud
Einstein, which is available
• By default, emails sent 180 days before a user’s account is connected to Salesforce are added in Performance and
to the activity timeline of related records. To change this timeframe, admins can adjust the Filter Unlimited Editions, and
by Sent Date value when creating a configuration or later on the configuration’s Advanced available for an extra cost in
Settings tab. When editing the value on an existing configuration, the new value doesn’t apply Enterprise Edition
to users in the configuration who already have an account connected.
Available with Inbox in Sales
Tip: If you used to manually log emails to Salesforce, you can avoid seeing duplicate Cloud, which is included in
emails on the activity timeline by having your admin change the value to 0 days. Starter, Performance and
Unlimited Editions and
• If you have the same value for an org-wide email address and a connected account, the org-wide available for an extra cost in
email address is used to send the email. Professional and Enterprise
• When sending emails from Salesforce, Einstein Activity Capture users can include up to 50 Editions. Inbox is also
attachments. The attachments can’t include executable files, such as .pkg and .js files, as available for an extra cost in
attachments. Service Cloud and Lightning
Platform.
• When sending emails from the connected email account, file attachments aren’t added to
Salesforce records and can’t be viewed in Salesforce. Available with Sales
• When using Einstein Activity Capture, automatic bcc isn’t supported. Engagement in Sales Cloud,
which is included in
• Custom objects aren’t supported. When emails are sent from a custom object, the email is
Performance and Unlimited
added to the activity timeline of the associated contact.
Editions, and available for
• The Assistant doesn’t always work as expected. For example, alerts in the Assistant don’t reflect an extra cost in Professional
emails added to Salesforce with Einstein Activity Capture. Also, emails that you send from the and Enterprise Editions.
Assistant don’t go through your connected email account. Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Activity Timeline
Platform.
• Emails that Einstein Activity Capture users send and receive are automatically added to the
Available with Revenue
activity timeline of the following related records: business accounts, person accounts, contacts,
Intelligence, which is
contracts, leads, opportunities, and quotes. Emails aren’t shown in the Related Lists activities
available for an extra cost in
view.
Enterprise and Unlimited
• Emails sent from Salesforce are added to the activity timeline of related records. If your Einstein Editions
Activity Capture configuration has emails enabled, it can take longer for emails sent from
Salesforce to appear on the activity timeline. While Einstein Activity Capture adds emails sent
from Salesforce to the activity timeline, users don’t see details in the email on the activity timeline.

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• The data used to relate an email to a record varies based on the record. For an email to be associated with a record, the email must
occur within a specific date range.

Record Data Date Range Notes

Business account Directly related contacts None None
A direct relationship is between a
contact and its primary account. The
primary account is listed in the
Account Name field of the contact
record. Emails and events from the
first 50 directly related contacts are
added to the account’s activity
timeline.

Person account Email address from standard Email None None

field

Contact Email address from standard Email None If multiple contacts have the same
field email address, Salesforce adds
related events to both records.

Contract Contract contact role – Activities begin 30 days From the Einstein Activity Capture
before the contract’s settings, click Edit Records next
created date. to the Records That Activities Are
Added To setting. Then add
– Activities end 30 days
contracts.
after the activation date
(for active contracts) or
30 days after the current
date (for inactive
contracts).

Lead Email address from standard Email All activities that occur up If multiple leads have the same
field until the date the lead is email address, Salesforce adds
converted are added to the related events to both records.
lead record. After the lead is
converted, all activities are
transferred to the contact
record.

Opportunity Opportunity contact role – Activities begin 60 days None

before the opportunity’s
created or closed date,
whichever is earlier.
– Activities end 60 days
after the current date (for
open opportunities) or 60
days after being closed
(for closed opportunities).

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Sales Productivity Einstein Activity Capture

Record Data Date Range Notes

Quote Email address from the standard – Activities begin no earlier From the Einstein Activity Capture
Email field in the Prepared For than the quote’s created settings, click Edit Records next
section date. to the Records That Activities Are
Added To setting. Then add
– Activities end no later
quotes.
than the quote’s
expiration date.

• Related emails are grouped, also known as threaded, in the activity timeline. Users without Einstein Activity Capture continue to see
emails individually.
• The filter options differ from what users without Einstein Activity Capture see. For example, Einstein Activity Capture users have a
filter option to show only emails that have insights.
• The All Activity History tab doesn’t include emails added to Salesforce with Einstein Activity Capture.
• If two or more contacts or leads have the same email address, Salesforce adds related emails to both records.
• Einstein Activity Capture can associate an email to up to 50 contact records. If the combined number of email addresses in the To
and CC fields exceeds this limit, only the first 50 unique addresses are processed.
• If you change the email address in the standard Email field, all data that was previously captured with that email address is removed
from Salesforce. The data is still stored until the data retention period expires. Because we continue to store the data, if you change
back to the original email address, the data is visible in Salesforce again.
• For emails you send or receive, you can remove some or all the associations between an email and related records, or add new
associations. For example, Einstein Activity Capture adds your sent email to the activity timeline of an opportunity record. But you
determine that the opportunity doesn’t have much to do with that email, so you remove the association to it. Then you search for
and add an association to a more relevant opportunity.

API
When emails are sent through the SendEmail API, such as by Apex or SOAP, how the emails are logged as activities varies.
• For users who don’t use Einstein Activity Capture and haven’t authenticated with OAuth, emails are logged as activities and shown
in a record’s activity history.
• For users who don’t use Einstein Activity Capture and have authenticated with OAuth, emails are logged as activities and shown in
a record’s activity history.
• For Einstein Activity Capture users who haven’t authenticated with OAuth, emails are logged as activities and shown in a record’s
activity history.
• For Einstein Activity Capture users who have authenticated with OAuth, emails aren’t logged as activities and shown in a record’s
activity history. Instead, Einstein Activity Capture records the activity.

SEE ALSO:
End-User Setup for Einstein Activity Capture
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Events and Einstein Activity Capture

Learn about what happens when events are enabled in an Einstein Activity Capture configuration.
EDITIONS

Guidelines for Using Events with Einstein Activity Capture Available in: Lightning
Make sure you understand how Einstein Activity Capture works with events. Experience

How Events Sync with Einstein Activity Capture Available with Einstein
Learn how Einstein Activity Capture matches your Microsoft or Google events with relevant Activity Capture Standard,
Salesforce events, leads, and contacts. Also, learn what we do when we can’t resolve a match, which is available in Sales
which events we sync, and how often. Cloud in Starter,
Professional, Enterprise,
How Event Attendees Sync with Einstein Activity Capture Performance, and
Contacts, leads, and Salesforce users sync to Microsoft or Google calendars. Events sync according Unlimited Editions
to the organizer’s sync direction.
Available with Sales Cloud
How Event Series Sync with Einstein Activity Capture Einstein, which is available
If you use Microsoft with Einstein Activity Capture, you can sync event series. There are some in Performance and
considerations to be aware of. Unlimited Editions, and
available for an extra cost in
How Events Are Automatically Related to Contacts or Leads
Enterprise Edition
Einstein Activity Capture can automatically relate synced Microsoft or Google events to relevant
contacts or leads in Salesforce. Learn how that feature works, and how it interacts with other Available with Inbox in Sales
Salesforce options. Cloud, which is included in
Starter, Performance and
How Private Events Sync with Einstein Activity Capture
Unlimited Editions and
When a Salesforce admin selects the Sync private events setting in Einstein Activity Capture available for an extra cost in
configurations, events that reps mark as private can sync between Salesforce and your Microsoft Professional and Enterprise
or Google calendar. When a private event syncs, it’s marked as private in both calendar Editions. Inbox is also
applications. However, some situations aren’t supported for private events, such as attendee available for an extra cost in
sync and automatically relating contacts or leads. Service Cloud and Lightning
How to Respond to Event Invitations from Your Microsoft or Google Calendar Platform.
To avoid overwriting your attendance status when syncing with Einstein Activity Capture, Available with Sales
consider your sync direction before you accept and decline event invitations. Engagement in Sales Cloud,
Field Mappings for Event Sync which is included in
Performance and Unlimited
When you use Einstein Activity Capture to sync events, fields from your Salesforce events are
Editions, and available for
mapped to fields in the connected Microsoft or Google account. Learn which fields sync and
an extra cost in Professional
how they’re mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins and Enterprise Editions.
can customize. Sales Engagement is also
available for an extra cost in
SEE ALSO: Service Cloud and Lightning
Platform.
End-User Setup for Einstein Activity Capture
Einstein Activity Capture Available with Revenue
Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Guidelines for Using Events with Einstein Activity Capture

Make sure you understand how Einstein Activity Capture works with events.
EDITIONS

General Available in: Lightning

Experience
• When events move from the connected account to Salesforce, they become Salesforce records
and appear on the My Events calendar in Salesforce. The events are available in standard Available with Einstein
reporting and Salesforce Platform capabilities. See What Does Einstein Activity Capture Do?. Activity Capture Standard,
which is available in Sales
• For the most control over which event data moves to Salesforce, create a configuration with
Cloud in Starter,
events enabled.
Professional, Enterprise,
• Before you turn on a configuration with events enabled, ask your users to prepare events that Performance, and
they don’t want to sync. Unlimited Editions
• Event attachments don’t sync between Microsoft Exchange or Google and Salesforce.
Available with Sales Cloud
• Formatted text in an event’s description, such as text color and paragraph style, doesn’t sync Einstein, which is available
between Microsoft Exchange or Google and Salesforce. If users are set up to sync both ways, in Performance and
plain text replaces formatted text in the event description when an event syncs back to the Unlimited Editions, and
connected account. available for an extra cost in
• Events created using Bookings with Me in Outlook don’t sync between Microsoft and Salesforce. Enterprise Edition

• Your Salesforce sharing settings control which users have access to event records. Available with Inbox in Sales
• By default, events are synced starting from the date the user’s account is connected to Salesforce. Cloud, which is included in
To change this date, you can adjust filter by end date when creating a configuration. You can Starter, Performance and
also adjust the date later on your configuration’s Advanced Settings tab. The adjusted date Unlimited Editions and
available for an extra cost in
doesn’t apply to users in the configuration with a connected account.
Professional and Enterprise
• If a Google or Microsoft event started two or more days ago, changes to the event aren’t synced Editions. Inbox is also
to Salesforce. available for an extra cost in
• All-day events sync from Microsoft to Salesforce as 24-hour events. Service Cloud and Lightning
Platform.

Event Organizers and Attendees Available with Sales

Engagement in Sales Cloud,
• Einstein Activity Capture syncs up to 50 attendees per event.
which is included in
• If an event organizer creates an event in Salesforce, they can only invite attendees who are Performance and Unlimited
Salesforce users, contacts, or leads. Event organizer’s must invite other attendees from their Editions, and available for
external calendar. an extra cost in Professional
• If an event organizer is set up to sync events from an external calendar to Salesforce or both and Enterprise Editions.
ways, attendees are removed from events when a user changes or removes the attendee’s Sales Engagement is also
connected email address. available for an extra cost in
Service Cloud and Lightning
• If a user removes an attendee from an event, the attendee remains invited if the organizer Platform.
replaces the email address on the external calendar event with an address that doesn’t match
the original Salesforce user, contact, or lead. The attendee also remains invited if a user adds Available with Revenue
an email address that matches a record with the attendee's email address in a custom email Intelligence, which is
field to the external calender event. available for an extra cost in
Enterprise and Unlimited
• If an event organizer isn’t set up to sync events or is set up to sync after attendees, attendees
Editions
who are set up to sync events experience unexpected sync behavior. See How Event Attendees
Sync with Einstein Activity Capture.

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Sales Productivity Einstein Activity Capture

Activity Timeline
• Events that include Einstein Activity Capture users are added to the activity timeline of related account, contact, and lead records.
Users see events as records when you select the Relate synced events to Salesforce records option your configurations’ advanced
settings.
• If you use Google Workspace, event series don’t appear on the activity timeline.
• The Only Show Events That Are Salesforce Records setting in the Einstein Activity Capture settings controls which events appear on
the activity timeline of related records.
If you started using Einstein Activity Capture before Spring ’23 and have the setting turned off, you can see the Only Show Events
That Are Salesforce Records setting. We recommend that you create a configuration with events enabled and turn on the setting.
That way, all events on the activity timeline are available in standard reports and powerful Salesforce Platform capabilities, such as
Activities dashboard.
When the Only Show Events That Are Salesforce Records setting is off:
– Events that include Einstein Activity Capture users are added to the activity timeline of related account, contact, lead, opportunity,
contract, and quote records. But the events on the activity timeline aren’t Salesforce records unless you select the Relate synced
events to Salesforce records option from a configuration’s advanced sync settings. Only events that are Salesforce records are
available in standard reports and other Salesforce Platform capabilities.
– All-day events on the event detail page are shown as occurring from midnight to midnight in GMT.

SEE ALSO:
End-User Setup for Einstein Activity Capture
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

How Events Sync with Einstein Activity Capture

Learn how Einstein Activity Capture matches your Microsoft or Google events with relevant Salesforce
EDITIONS
events, leads, and contacts. Also, learn what we do when we can’t resolve a match, which events
we sync, and how often. Available in: Lightning
Experience
Which Events Sync and How Are They Matched? Available with Einstein
Einstein Activity Capture checks to see whether an event with the same subject, date, and start and Activity Capture Standard,
end times exists in both Salesforce and Microsoft or Google. If events match, they’re mapped to which is available in Sales
each other and begin to sync between applications. If no events match, a new event is created, Cloud in Starter,
and the two are mapped to sync between your external calendar. Professional, Enterprise,
Performance, and
Because recent events are the most relevant to you, after your Salesforce admin initiates sync, Unlimited Editions
Einstein Activity Capture attempts to match only:
Available with Sales Cloud
• New Salesforce events after you create them or existing Salesforce events after you update
Einstein, which is available
them. in Performance and
• New and existing Microsoft or Google events that fall within the filter and sync settings set by Unlimited Editions, and
your admin. available for an extra cost in
Event sync can take a day or more. Some factors can impact sync wait time, such as: Enterprise Edition

• When many users are set up to start syncing around the same time Available with Inbox in Sales
Cloud, which is included in
• When sync is pending for a significant number of events
Starter, Performance and
Einstein Activity Capture syncs up to 50,000 events per user. If you have more than 50,000 events Unlimited Editions and
that meet the event sync filters set by your admin, an additional nonsyncing event is picked up for available for an extra cost in
sync only when one of the 50,000 stops syncing. Professional and Enterprise
Editions. Inbox is also
An event stops syncing if a user deletes the event, if the event has occurred and no longer meets
available for an extra cost in
past event sync filters, or if an event sync issue occurs.
Service Cloud and Lightning
Platform.
Sync Conflicts
Available with Sales
If a change you made in Salesforce didn’t sync to your external calendar, you could have experienced Engagement in Sales Cloud,
a sync conflict. Sync conflicts occur when at least one of these conditions is true. which is included in
Performance and Unlimited
• You’re set up to sync events both ways.
Editions, and available for
• You, another user with access, or an automated action updates the event in both your external an extra cost in Professional
application and Salesforce before Einstein Activity Capture syncs the change. and Enterprise Editions.
If a sync conflict occurs, Einstein Activity Capture gives preference to the change made in your Sales Engagement is also
external calendar. If automatic, mass event updates are made from your external calendar or available for an extra cost in
Salesforce, you experience sync conflicts more often. Companies usually make mass event updates Service Cloud and Lightning
when admins or developers set up automation or create custom API calls. Platform.

Available with Revenue

Unresolved Events Intelligence, which is
available for an extra cost in
After syncing, events that can’t be related to a lead or contact are added to the Unresolved Items Enterprise and Unlimited
list in your personal settings in Salesforce. From there, you can choose which Salesforce leads or Editions
contacts to relate to the synced event. Or you can remove the event from the list and opt not to
relate a record.

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Sales Productivity Einstein Activity Capture

When the Relate Synced Events to Salesforce Records setting is enabled, synced events aren’t added to the Unresolved Items list. See
How Events Are Automatically Related to Contacts or Leads.

Custom Fields
Einstein Activity Capture doesn’t sync custom fields between applications. However, Einstein Activity Capture considers custom fields
with the email field type when matching records between applications in these cases.
• When matching user accounts, contacts, or leads as attendees on Salesforce events
• When relating contacts or leads to Salesforce events
• When field-level platform encryption is enabled for the standard email address field on contacts, so that Einstein Activity Capture
can match contacts or leads to events

Deleting Synced Events

When the Remove Deleted Events setting is enabled, event deletes sync between your Salesforce calendar and external calendar.
If a user deletes a syncing Microsoft event from another user’s Microsoft calendar, the counterpart isn’t deleted in Salesforce.

Changing Event Owner

If an event owner is changed, the event is removed from the previous owner’s Salesforce calendar, but not from their Google or Microsoft
calendar.

SEE ALSO:
Events and Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

How Event Attendees Sync with Einstein Activity Capture

Contacts, leads, and Salesforce users sync to Microsoft or Google calendars. Events sync according
EDITIONS
to the organizer’s sync direction.
Available in: Lightning
When Do Attendees Sync? Experience

Event attendee details sync when: Available with Einstein

Activity Capture Standard,
• The event organizer is a Salesforce user who is set up to sync events with Einstein Activity
which is available in Sales
Capture.
Cloud in Starter,
• The event attendee is a Salesforce user, contact, or lead. Professional, Enterprise,
Performance, and
Unlimited Editions
How Do Events Sync for Organizers and Attendees?
• Events sync according to the event organizer’s sync direction. Available with Sales Cloud
Einstein, which is available
• An event organizer can see and edit any event field. Any change an organizer makes to the
in Performance and
event is visible to attendees. Unlimited Editions, and
• An attendee can see event details, edit the event reminder, and mark the event as private. available for an extra cost in
• If an attendee deletes the event from their Salesforce calendar, the event is removed only from Enterprise Edition
the attendee’s Salesforce calendar. The attendee’s name is saved on the event’s Created By and Available with Inbox in Sales
Last Updated By fields. Cloud, which is included in
• If an event organizer deletes the event from an attendee’s Microsoft calendar, the counterpart Starter, Performance and
isn’t deleted in the attendee’s Salesforce calendar. Unlimited Editions and
available for an extra cost in
Professional and Enterprise
How Do Events Sync When the Organizer Isn’t in a Syncing Configuration? Editions. Inbox is also
If an event organizer isn’t set up to sync events and attendees are set up to sync events, the attendees available for an extra cost in
experience unexpected sync behavior. Service Cloud and Lightning
Platform.
• When the event organizer creates an event in Salesforce, syncing attendees see a standalone
version of the event on their Salesforce calendar. The event doesn’t sync from Salesforce to the Available with Sales
attendees’ external calendars. Engagement in Sales Cloud,
which is included in
• When the event organizer creates an event in their external calendar, the event syncs from the
Performance and Unlimited
external calendar to attendees’ Salesforce calendars. In Salesforce, each attendee is the organizer
Editions, and available for
of the event and other attendees aren’t displayed. Attendees can edit event fields, but those
an extra cost in Professional
edits don’t sync to their external calendar. If the organizer updates the event from the external
and Enterprise Editions.
calendar, the organizer’s edits override the attendee’s and sync to Salesforce. That way, the
Sales Engagement is also
attendee sees the latest meeting details. available for an extra cost in
Service Cloud and Lightning
What Happens When the Event Organizer Is Added to a Configuration with Platform.
Event Syncing? Available with Revenue
• When an event organizer is set up to sync, a new syncing event is created. The event organizer Intelligence, which is
sees the new syncing event. To prevent duplicates, attendees with a standalone version of the available for an extra cost in
event don't see the syncing event. If an organizer adds new attendees to the new syncing event, Enterprise and Unlimited
Editions
attendees with a standalone event see duplicates. All meeting participants are visible on the
external calendar event.
• Attendees sometimes see duplicates in Salesforce after admins reset sync for event organizers and attendees.

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Sales Productivity Einstein Activity Capture

How Are Invitations Sent to Attendees?

For events created in Lightning Experience or Salesforce mobile app, event invitations and cancellations are emailed to attendees from
your email application. For events created in Salesforce Classic, Salesforce sends invitations and cancellations.
Attendee responses to event invitations don’t sync from Salesforce to your external calendar. Attendees can’t respond to event invitations
in Lightning Experience and the Salesforce mobile app. To avoid overwriting attendance statuses in Salesforce Classic, see How to
Respond to Event Invitations from Your Microsoft or Google Calendar.

SEE ALSO:
Events and Einstein Activity Capture

391
Sales Productivity Einstein Activity Capture

How Event Series Sync with Einstein Activity Capture

If you use Microsoft with Einstein Activity Capture, you can sync event series. There are some
EDITIONS
considerations to be aware of.
• Einstein Activity Capture supports sync for event series for Microsoft Exchange Online with Available in: Lightning
Office 365 and Microsoft Exchange on-premises servers. Sync for event series isn’t supported Experience
for Microsoft Exchange hybrid deployments.
Available with Einstein
• Einstein Activity Capture supports sync for event series from Google to Salesforce. Event sync Activity Capture Standard,
from Salesforce to Google isn’t supported. which is available in Sales
• Sync for recurring events (repeating events created in Salesforce Classic) isn’t supported. Cloud in Starter,
Professional, Enterprise,
• If you have a pre-existing event series when you turn on Einstein Activity Capture event syncing,
Performance, and
the past events in the series aren’t reflected on the Activities dashboard.
Unlimited Editions
• When you update an events series, such as changing the subject, Salesforce doesn’t update
the past events in the series, but Microsoft does. Later, when events sync between Salesforce Available with Sales Cloud
and Microsoft, the events are considered different and appear on the activity timeline as Einstein, which is available
in Performance and
duplicates.
Unlimited Editions, and
• When you update an individual event in an event series, such as changing the subject or available for an extra cost in
attendee list, the change isn’t always reflected in the events that appear in the activity timeline. Enterprise Edition
• When you edit a series in your Microsoft calendar, only updates to future events sync to
Available with Inbox in Sales
Salesforce. When you delete a series in your Microsoft calendar, only future events are removed
Cloud, which is included in
from Salesforce.
Starter, Performance and
• When you delete individual events from an event series, the delete syncs between Salesforce Unlimited Editions and
and your Microsoft calendar based on your sync direction. The individual events are removed available for an extra cost in
from the Microsoft series regardless of whether your admin has selected the Delete synced Professional and Enterprise
events option in your sync configuration. Editions. Inbox is also
• If you convert an event series to a standalone event in your Microsoft calendar, Einstein Activity available for an extra cost in
Capture doesn’t remove the series from the Salesforce calendar. We recommend that you delete Service Cloud and Lightning
Platform.
the series from your Microsoft calendar and re-create it as a standalone event.
• When you convert a standalone event to a series from Microsoft calendar, Einstein Activity Available with Sales
Capture deletes the matching standalone event in Salesforce and creates a series. The new Engagement in Sales Cloud,
series doesn’t retain relationships from the original event to other Salesforce records that you which is included in
added manually. If you’re set up to relate contacts or leads to events, Einstein Activity Capture Performance and Unlimited
attempts to relate records based on the data you saved in the new series. Editions, and available for
an extra cost in Professional
• When you make critical changes to your series from your Microsoft calendar or Salesforce, and Enterprise Editions.
Salesforce event descriptions and relationships to other records aren’t retained. Events that Sales Engagement is also
you’ve edited to fall outside of the series are also updated and begin syncing again. Deleted available for an extra cost in
events are re-created to include the critical changes and also begin syncing again. Critical Service Cloud and Lightning
changes to an event series include modifications to: Platform.
– The all-day event checkbox Available with Revenue
– Appointment times (StartDateTime, Duration) Intelligence, which is
– Recurrence patterns (RecurrenceType, Instance, Interval, DayOfMonth, DayOfWeekMask, available for an extra cost in
MonthOfYear, DayOfWeekIndex) Enterprise and Unlimited
Editions
– Ranges of occurrences (Occurrences, EndDateOnly, EndKind)

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• If you edit the Assigned To field for an event series, the change causes issues when Salesforce syncs with your Microsoft calendar.
To reassign an event series, we recommend that you delete the event series and re-create it with your desired Assigned To field.
• If you change the private flag on an individual event from a series, the change causes issues when Salesforce syncs with your Microsoft
calendar. To set a different private flag for an individual event, we recommend that you create a standalone event.
• When an event series includes recurrence patterns supported in Microsoft but not in Salesforce, you can’t see or edit the pattern in
Salesforce. Instead, edit these events from your Microsoft calendar.

SEE ALSO:
Events and Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

How Events Are Automatically Related to Contacts or Leads

Einstein Activity Capture can automatically relate synced Microsoft or Google events to relevant
EDITIONS
contacts or leads in Salesforce. Learn how that feature works, and how it interacts with other
Salesforce options. Available in: Lightning
If your admin selects the Relate synced events to Salesforce records option from a configuration’s Experience
advanced sync settings, then, when events sync to Salesforce, they are related to Salesforce records.
Available with Einstein
Events are automatically related only under these conditions.
Activity Capture Standard,
• Sales reps create their events in Microsoft or Google calendars. which is available in Sales
• The attendee’s email address matches an email address found on a contact or lead in Salesforce. Cloud in Starter,
Professional, Enterprise,
• The first time the event syncs from your Microsoft or Google calendars to Salesforce. After the Performance, and
first time the event syncs to Salesforce, subsequent matching contacts or leads invited to the Unlimited Editions
event aren’t automatically related. Likewise, when a user removes an attendee from an event,
the attendee’s name is removed from the Attendees field, but the matching related records Available with Sales Cloud
aren’t automatically removed from the event. But you can remove or replace the related record Einstein, which is available
manually. in Performance and
Unlimited Editions, and
• If Salesforce sharing rules permit the event organizer to see the matching contacts or leads in
available for an extra cost in
Salesforce. (Or in record-level access terms, only View access to the matching records is needed.) Enterprise Edition
For events with an organizer and more than one attendee, you can’t always predict which specific
Available with Inbox in Sales
attendee or attendees “wins” as the related record or records. Which records are related depend
Cloud, which is included in
on these two factors.
Starter, Performance and
• Whether your admin has turned on shared activities (the Allow Users to Relate Multiple Contacts Unlimited Editions and
to Tasks and Events option on the Activity Settings page in Setup) available for an extra cost in
• The kinds of records (users, contacts, or leads) you have in Salesforce that include email addresses Professional and Enterprise
that match the attendees’ email addresses. Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Matching Attendees with Records when Shared Activities Is Off Platform.
When shared activities is off, Einstein Activity Capture can relate only one Salesforce contact or lead Available with Sales
to your event. Engagement in Sales Cloud,
• For events with an organizer and only one attendee, Einstein Activity Capture searches for a which is included in
contact or lead that matches that single attendee and relates it to the event. Performance and Unlimited
Editions, and available for
• For events with more attendees, Einstein Activity Capture evaluates attendees for matches in an extra cost in Professional
a random order. Because only one related record is supported, the record that “wins” is and Enterprise Editions.
dependent on the random order attendees are evaluated and the matching contact or lead Sales Engagement is also
you have in Salesforce. available for an extra cost in
Sometimes Einstein Activity Capture finds multiple Salesforce records that match a single attendee’s Service Cloud and Lightning
email address. In that case, here’s how records are related when shared activities is off. Platform.

Available with Revenue

If the attendee’s email ...Salesforce adds this … and Einstein Activity Intelligence, which is
address matches these record to the Attendee Capture automatically available for an extra cost in
Salesforce records field relates this record to the Enterprise and Unlimited
event. Editions
A contact and a lead The contact The contact

A Salesforce user and either or The Salesforce user The contact. If no matching
both: contact is found, the lead.

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Sales Productivity Einstein Activity Capture

If the attendee’s email address ...Salesforce adds this record to the … and Einstein Activity Capture
matches these Salesforce records Attendee field automatically relates this record to
the event.

• A contact
• A lead

Matching Attendees with Records when Shared Activities Is On

When shared activities is on, Einstein Activity Capture can relate up to 50 matching contacts or one matching lead to your event.
• For events with an organizer and only one attendee, Einstein Activity Capture searches for a contact or lead that matches that single
attendee and relates it to the event.
• For events with more attendees, Einstein Activity Capture first searches all attendees for matching Salesforce contacts and relates
the first 50 that are located. If no matching contacts are found, Einstein Activity Capture searches all attendees for a matching
Salesforce lead and relates the first one that’s located.
Sometimes Einstein Activity Capture finds multiple Salesforce records that match a single attendee’s email address. In that case, here’s
how records are related when shared activities is on.

If the attendee’s email address ...Salesforce adds this record to the … and Einstein Activity Capture
matches these Salesforce records Attendee field automatically relates this record to
the event.
A contact and a lead The contact The contact

A Salesforce user and either or both: The Salesforce user If a contact or lead has the same email
• A contact address as a Salesforce user, and that user
has already been added to the Attendees
• A lead
field, Einstein Activity Capture doesn’t relate
the matching contact or lead to the event.
Instead, Einstein Activity Capture evaluates
the rest of the event attendees, looking for
up to 50 matching contacts, and relate
them. If no contacts are found, Einstein
Activity Capture evaluates the rest of the
event attendees, looking for one matching
lead, and relates it.

What to Expect When No Matching Contact or Lead Is Found

If no contacts or leads match your event attendee’s email address, synced events are added to the Unresolved Items list in your Personal
Settings in Salesforce. From there, you can choose which Salesforce contacts or leads to relate. Or you can remove the event from the
list and opt not to relate a record.

SEE ALSO:
Events and Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

How Private Events Sync with Einstein Activity Capture

When a Salesforce admin selects the Sync private events setting in Einstein Activity Capture
EDITIONS
configurations, events that reps mark as private can sync between Salesforce and your Microsoft
or Google calendar. When a private event syncs, it’s marked as private in both calendar applications. Available in: Lightning
However, some situations aren’t supported for private events, such as attendee sync and Experience
automatically relating contacts or leads.
Available with Einstein
Activity Capture Standard,
When Do Private Events Sync? which is available in Sales
After you turn on the setting, a rep’s private events sync according to the rep’s sync direction. Cloud in Starter,
Professional, Enterprise,
• If the private event is new, the event syncs after a rep creates the event. Performance, and
• If a rep created the private event before you turned on the setting, the event syncs after a rep Unlimited Editions
updates the event.
Available with Sales Cloud
Only an admin can see whether private events are set up to sync for reps or which sync direction Einstein, which is available
is set. It’s important that you explain the sync setup to reps so that they can prepare their calendars in Performance and
accordingly—and keep Great Aunt Alberta’s 95th birthday party out of Salesforce. Unlimited Editions, and
If you turn off the Sync private events setting, private events are no longer queued for sync. A version available for an extra cost in
of each private event that was previously synced remains in both Salesforce and reps’ external Enterprise Edition
calendars until reps delete one or both. If reps notice that a few private events sync one last time, Available with Inbox in Sales
those changes were likely queued for sync before you turned off the setting. Cloud, which is included in
Starter, Performance and
Unlimited Editions and
Who Sees Reps’ Private Events When They Sync?
available for an extra cost in
The amount of event information that rep’s colleagues see depends on which application events Professional and Enterprise
are viewed from. Editions. Inbox is also
available for an extra cost in
• In Salesforce, a private event’s start and end times are visible to colleagues, but event details
Service Cloud and Lightning
are hidden. All private event details are visible to Salesforce admins who can view, edit, and
Platform.
report on events. Reps can choose to share more private event details with their colleagues by
changing their calendar sharing in their Personal Settings. Available with Sales
• In external calendars, the calendar application determines how private event details are shared Engagement in Sales Cloud,
with colleagues and supervisors. Refer to the documentation for your calendar application. which is included in
Performance and Unlimited
Editions, and available for
How Does Einstein Activity Capture Handle Attendees and Related Records on an extra cost in Professional
Private Events? and Enterprise Editions.
Sales Engagement is also
Salesforce doesn’t support adding attendees (Lightning Experience and Salesforce app), invitees
available for an extra cost in
(Salesforce Classic), or related records to private events. Therefore, attendees added to private events
Service Cloud and Lightning
from Microsoft or Google calendars don’t sync to Salesforce. Likewise, Salesforce users who are
Platform.
invited to private events from Microsoft or Google calendars can’t see the event on their Salesforce
calendars. And records can’t be automatically related to events marked as private, even if the Relate Available with Revenue
synced events to Salesforce records setting is selected in a rep’s sync configuration. Intelligence, which is
available for an extra cost in
Here’s how private events sync is managed when reps set or change the private setting on events.
Enterprise and Unlimited
Editions

396
Sales Productivity Einstein Activity Capture

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
Rep creates a private event. Exchange or Google Calendar The event syncs to Salesforce as If the event is updated in
private. Salesforce, when it syncs back
If the event includes attendees, to Exchange or Google,
the attendee field doesn’t sync attendees remain on the
to Salesforce. The event doesn’t Exchange or Google version of
sync to Salesforce for any of the the event.
meeting attendees who are
Salesforce users.

Salesforce The event syncs to Exchange or No unexpected outcome.

Google as private.

Rep converts a syncing, private Exchange or Google Calendar When the event syncs to No unexpected outcome.
event to public. Salesforce, the event is marked
as public.
If the event includes attendees,
the attendee field syncs to
Salesforce. The event syncs to
Salesforce for any of the meeting
attendees who are Salesforce
users.

Salesforce When the event syncs to No unexpected outcome.

Exchange, Einstein Activity
Capture doesn’t convert the
event to public. The event is
updated in Salesforce and
remains private in Exchange.
When the event syncs to
Google, the event is marked as
public. If the rep adds attendees
after converting the event to
public, the attendees field syncs
to Google.

Rep converts a syncing, public Exchange or Google Calendar • If the Exchange or Google If the event remains public in
event to private. version of the event includes Salesforce and the Exchange or
no attendees or related Google version of the event is
records, the event syncs to private, Einstein Activity Capture
Salesforce as private. immediately syncs the event
back as private.
• If the Exchange or Google
version of the event includes
attendees or related records,
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
doesn’t convert the event to
private in Salesforce. The
event remains as public, and
attendees and related
records are retained.

Salesforce When the event syncs to If any future updates are made
Exchange, Einstein Activity to the attendees field from
Capture doesn’t convert the Google, the changes don’t sync
event to private. The event is to Salesforce as long as the
updated in Salesforce and event remains private.
remains public in Exchange.
When the event syncs to
Google:
• If the Salesforce version of
the event includes no
attendees or related records,
the event syncs to Google
as private.
• If the Salesforce version of
the event includes
attendees or related records,
the rep is required to
remove both before the
event can be converted to
private. Then the event can
be saved and syncs to
Google as private.
Any previously syncing
attendees remain on the
Google version of the event.

Rep converts one occurrence of Salesforce Microsoft doesn’t allow one No unexpected outcome.
a syncing, public event series to occurrence of a series to have a
private. different privacy setting than the
rest of the series. When Einstein
Activity Capture queues the
event for sync, it reverts the
occurrence back to public in
Salesforce because the change
can’t sync to the Microsoft
calendar.
If reps removed any attendees
or related records before saving

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Sales Productivity Einstein Activity Capture

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
the record in Salesforce, those
items are restored.

Rep converts one occurrence of Salesforce Microsoft doesn’t allow one No unexpected outcome.
a syncing, private event series to occurrence of a series to have a
public. different privacy setting than the
rest of the series. When Einstein
Activity Capture queues the
event for sync, it reverts the
occurrence back to private in
Salesforce because the change
can’t sync to the Microsoft
calendar.

Reps can convert one occurrence of a syncing event series if the event series was created in an Exchange Calendar, Lightning Experience,
or the Salesforce app. Event series sync isn’t supported for Google Calendar or Salesforce Classic.

SEE ALSO:
Events and Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

How to Respond to Event Invitations from Your Microsoft or Google Calendar

To avoid overwriting your attendance status when syncing with Einstein Activity Capture, consider
EDITIONS
your sync direction before you accept and decline event invitations.
If you work in Lightning Experience or the Salesforce mobile app, accepting and declining event Available in: Lightning
invitations isn’t available. Experience
If you work in Salesforce Classic, accepting and declining invitations is possible but isn’t Available with Einstein
recommended for Einstein Activity Capture users who sync events in certain directions. Because Activity Capture Standard,
responses to event invitations don’t sync from Salesforce to your Microsoft® or Google Calendar™, which is available in Sales
you can unintentionally override your attendance status. To avoid doing so, learn how sync directions Cloud in Starter,
impact which application to use when responding to event invitations. If you’re not sure what Professional, Enterprise,
direction your events are syncing, talk to your Salesforce admin. Performance, and
Unlimited Editions
Sync Direction Application to Respond Reason Available with Sales Cloud
from Einstein, which is available
in Performance and
• Exchange to Salesforce • Microsoft Exchange–based Because your response syncs Unlimited Editions, and
calendar to Salesforce, the status is
• Google to Salesforce available for an extra cost in
accurate in both applications.
• Both Ways • Google Calendar Enterprise Edition
If you respond from Salesforce,
your status is overwritten the Available with Inbox in Sales
next time Microsoft or Google Cloud, which is included in
Starter, Performance and
events sync to Salesforce.
Unlimited Editions and
available for an extra cost in
• Salesforce to Exchange • Microsoft Exchange–based Because responses don’t sync Professional and Enterprise
calendar from Salesforce to Microsoft or
• Salesforce to Google Editions. Inbox is also
Google, your attendance status
• Google Calendar available for an extra cost in
remains only in the application
Service Cloud and Lightning
• Salesforce where you responded. To show Platform.
your attendance status in both
applications, you have to Available with Sales
respond in both applications. Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
SEE ALSO:
an extra cost in Professional
How Event Attendees Sync with Einstein Activity Capture and Enterprise Editions.
Events and Einstein Activity Capture Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Einstein Activity Capture

Field Mappings for Event Sync

When you use Einstein Activity Capture to sync events, fields from your Salesforce events are mapped
EDITIONS
to fields in the connected Microsoft or Google account. Learn which fields sync and how they’re
mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins can customize. Available in: Lightning
Experience
Microsoft Available with Einstein
Admins customize field mappings from the Field Mappings tab when editing a configuration. Activity Capture Standard,
Admins can’t customize mappings for standard fields that are used to match events during the which is available in Sales
sync process. For example, events are synced based on the date, and start and end time, so those Cloud in Starter,
field mappings can’t be changed. Custom Salesforce fields aren’t used in mappings. Professional, Enterprise,
Performance, and
Unlimited Editions
Salesforce Field Exchange Field (API Customizable Details
Label) Mapping Available with Sales Cloud
Einstein, which is available
All-Day Event All Day (IsAllDayEvent) No
in Performance and
Attendees* No field label No The Salesforce Unlimited Editions, and
Attendees field must available for an extra cost in
be added to the event Enterprise Edition
page layout to see the Available with Inbox in Sales
attendees list in Cloud, which is included in
Salesforce. Starter, Performance and
To understand how Unlimited Editions and
the attendees field and available for an extra cost in
attendee responses Professional and Enterprise
sync, see Event Editions. Inbox is also
Attendee Sync. available for an extra cost in
Service Cloud and Lightning
In Outlook, this field is Platform.
shown as an icon, with
a text field to add Available with Sales
attendees and mark Engagement in Sales Cloud,
which is included in
them as required or
Performance and Unlimited
optional. The API labels
Editions, and available for
for the Exchange fields
an extra cost in Professional
are RequiredAttendees
and Enterprise Editions.
AND Sales Engagement is also
OptionalAttendees. available for an extra cost in
Salesforce syncs both Service Cloud and Lightning
Exchange fields with Platform.
Attendees.
Available with Revenue
Description Notes (Body) Yes Intelligence, which is
available for an extra cost in
Duration Duration (Duration) No Enterprise and Unlimited
Editions
End No field label No In Outlook, this field is
shown as an icon, with
the options to select
an end time or day.

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Sales Productivity Einstein Activity Capture

Salesforce Field Exchange Field (API Label) Customizable Mapping Details

The API label for the Exchange
field is End.

Location No field label Yes In Outlook, this field is shown as

an icon, with a text field to add
a location. The API label for the
Exchange field is Location.

Assigned To Organizer (Organizer) No

Private Private (Sensitivity) No In Outlook, Private is one of the

options for this field. Only Private
shows in Outlook.

Reminder Date/Time Remind Me Yes In Outlook, this field is shown as

(ReminderMinutesBeforeStart) part of the Remind Me field.

Reminder Set Remind Me (IsReminderSet) Yes In Outlook, this field is shown as

part of the Remind Me field.

Repeat Repeat (AppointmentType) No Repeating event details sync

only if you enable Einstein
Activity Capture, add the Repeat
field to the Salesforce event
page layout, and enable Event
series sync on users’ Einstein
Activity Capture configurations.
In Outlook, this field is shown as
Repeat on events from the edit
page, and Series from the saved
event.

Show Time As Show as (LegacyFreeBusyStatus) Yes In Outlook, calendar availability

is shown as Free, Tentative, Busy,
Away, Out of office, or Working
elsewhere. Outlook Tentative,
Busy, and Away sync as Busy in
Salesforce. Outlook Free and
Working elsewhere sync as
Salesforce Free, and Outlook Out
of office syncs as Salesforce Out
of office.

Start OR Time No field label No The Salesforce field Time syncs

with the Exchange field Start
only if multiday events are
enabled in Salesforce. Otherwise,
the Salesforce field Start syncs
with the Exchange field Start.

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Sales Productivity Einstein Activity Capture

Salesforce Field Exchange Field (API Label) Customizable Mapping Details

In Outlook, this field is shown as
an icon, with the options to
select a start time or day. The API
label for the Exchange field is
Start.

Subject No field label No In Outlook, this field is shown as

an icon, with a text field to add
an event title. The API label for
the Exchange field is Subject.

Time Zone Not shown No Outlook events don’t show this

field. The API label for the
Exchange field is StartTimeZone.

Google

Salesforce Field Google Field (API Label) Details

All-Day Event All Day (isAllday)

Attendees Guests (attendees) The Salesforce Attendees field must be

added to the event page layout to see the
attendees list in Salesforce.
To understand how the attendees field and
attendee responses sync, see Event
Attendee Sync.

Description Description (description)

End No field label In Google Calendar, this field is shown with

the options to select an end time or day.
The API label for the Google field is end.

Location Location (location)

Assigned To Organizer (organizer)

Private No field label In Google Calendar, this field is shown with

the options to select an end time or day.
The API label for the Google field is visibility.

Reminder Date/Time No field label In Google Calendar, this field is shown as

the options Default visibility, Public, or
Private. The API label for the Google field is
reminders.

Reminder Set No field label In Google Calendar, this option can be set
by dismissing the Notification or Email

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Sales Productivity Einstein Activity Capture

Salesforce Field Google Field (API Label) Details

options. The API label for the Google field
is isReminderSet.

Show Time As No field label In Google Calendar, this field is shown as an

icon with the options Busy or Free. In the
Google API, this field is status.

Start OR Time No field label In Google Calendar, this field is shown with
the options to select a start time or day. In
the Google API, this field is start.
The Salesforce field Time syncs with the
Google field Start only if multiday events are
enabled in Salesforce. Otherwise, the
Salesforce field Start syncs with the Google
field Start.

Subject No field label In Google Calendar, this field is a text field

with Add title in the field prompt. In the
Google API, this field is summary.

Time Zone Time Zone (timeZone)

SEE ALSO:
Events and Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Contacts and Einstein Activity Capture

Learn about what happens when contacts are enabled in an Einstein Activity Capture configuration.
EDITIONS

Guidelines for Using Contacts with Einstein Activity Capture Available in: Lightning
Make sure you understand how Einstein Activity Capture works with contacts. Experience

How Contacts Sync with Einstein Activity Capture Available with Einstein
If you use Einstein Activity Capture, learn about how we sync your Microsoft or Google contacts Activity Capture Standard,
with Salesforce contacts and accounts. Also, learn what we do when we can’t find a match. which is available in Sales
Cloud in Starter,
Guidelines for Filtering Contacts Professional, Enterprise,
Contact sync filters let you choose which contacts sync from Salesforce to users’ Microsoft or Performance, and
Google application. Learn about how sync filters work differently, depending on how they’re Unlimited Editions
set.
Available with Sales Cloud
Field Mappings for Contact Sync Einstein, which is available
When you use Einstein Activity Capture to sync contacts, fields from your Salesforce contacts in Performance and
are mapped to fields in the connected Microsoft or Google account. Learn which fields sync Unlimited Editions, and
and how they’re mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins available for an extra cost in
can customize. Enterprise Edition

Available with Inbox in Sales

SEE ALSO: Cloud, which is included in
Starter, Performance and
End-User Setup for Einstein Activity Capture
Unlimited Editions and
Einstein Activity Capture available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

405
Sales Productivity Einstein Activity Capture

Guidelines for Using Contacts with Einstein Activity Capture

Make sure you understand how Einstein Activity Capture works with contacts.
EDITIONS

General Available in: Lightning

Experience
• When contacts move from the connected account to Salesforce, they become Salesforce records
and are available in standard reporting and Salesforce platform capabilities. See What Does Available with Einstein
Einstein Activity Capture Do?. Activity Capture Standard,
which is available in Sales
• When you’re setting filter conditions that contacts must meet in order to sync, formula fields
Cloud in Starter,
and custom fields aren’t supported. See Filters for Contact Sync.
Professional, Enterprise,
• When you’re setting record ownership filters that contacts must meet in order to sync, select Performance, and
the Contacts Users Own option for the best experience. That way, your users can focus on the Unlimited Editions
contacts that are most important to them.
Available with Sales Cloud
• Use folders or groups to control which contacts sync. See Preparing to Sync Contacts with
Einstein, which is available
Einstein Activity Capture. in Performance and
• If you’re set up to sync from your connected account to Salesforce or both ways, to prevent Unlimited Editions, and
unresolved contacts, we recommend creating related records in Salesforce before turning on available for an extra cost in
contact sync. Enterprise Edition
• Einstein Activity Capture can sync up to 50,000 contacts per user. An additional nonsyncing Available with Inbox in Sales
contact is picked up for sync only when one of the 50,000 stops syncing. A contact stops syncing Cloud, which is included in
if it’s deleted or if a contact sync issue occurs. Starter, Performance and
• In your connected account, if you delete a contact and then restore it, that contact starts syncing Unlimited Editions and
approximately 24 hours after restoration. available for an extra cost in
Professional and Enterprise
• Some factors can impact sync wait time, such as when:
Editions. Inbox is also
– Many users are set up to start syncing around the same time. available for an extra cost in
– Sync is pending for a significant number of contacts. Service Cloud and Lightning
Platform.

Available with Sales

Unresolved Contacts Engagement in Sales Cloud,
Sometimes Einstein Activity Capture can’t match contacts or accounts. When that happens, Einstein which is included in
Activity Capture lists those records on the Unresolved Items page in your personal settings. Performance and Unlimited
Editions, and available for
To match unresolved contacts, Salesforce determines whether to sync the Microsoft or Google
an extra cost in Professional
contact to a Salesforce contact or to create a contact. Or you can update the Salesforce contact
and Enterprise Editions.
with the information required to find a match, such as first name, last name, company name, or
Sales Engagement is also
email address. available for an extra cost in
If you don’t resolve unmatched Salesforce contacts before the next sync cycle, Einstein Activity Service Cloud and Lightning
Capture removes the company name from Microsoft or Google contacts. Platform.

Available with Revenue

Sync Conflicts Intelligence, which is
available for an extra cost in
If an update you made in Salesforce didn’t sync to your connected account, you could have
Enterprise and Unlimited
experienced a sync conflict. Sync conflicts can occur when at least one of these conditions is true.
Editions
• You’re set up to sync contacts both ways.
• You, another user with access, or an automated action updates the contact in your external
application and Salesforce before Einstein Activity Capture syncs the change.

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Sales Productivity Einstein Activity Capture

If a sync conflict occurs, Einstein Activity Capture gives preference to the contact in your connected account. If automatic mass contact
updates are made from your connected account or Salesforce, you’re likely to experience sync conflicts more often. Companies usually
make mass contact updates when admins or developers set up automation or create custom API calls to create or update Salesforce,
Microsoft, or Google contacts.

Deleting Synced Contacts

When you delete a synced contact in Salesforce or your connected account, the contact isn’t automatically removed from the other
application. To avoid duplicate contacts and contact re-creation, make sure you delete synced contacts properly. How you delete a
synced contact depends on your contact sync configuration. In some cases, users can’t delete synced contacts.
If you’re set up to sync from Salesforce to a connected account, delete the contact from Salesforce.
If you’re set up to sync from a connected account to Salesforce or to sync both ways, how you delete a synced contact depends on your
event sync settings.
• To delete a contact when the Sync private events setting is turned off, mark the contact as private in your connected account and
delete it from Salesforce.
• To delete a contact when the Sync private events setting is turned on, delete the contact from Salesforce and your connected
account. If you’re set up to sync with the All Contacts contact filter, make sure your admin deletes the contact from all users’ connected
accounts.
When you use the Sync Contacts Users Follow in Chatter contact filter, you can’t delete a synced contact if at least one user follows the
contact in Chatter.

SEE ALSO:
End-User Setup for Einstein Activity Capture
Einstein Activity Capture

407
Sales Productivity Einstein Activity Capture

How Contacts Sync with Einstein Activity Capture

If you use Einstein Activity Capture, learn about how we sync your Microsoft or Google contacts
EDITIONS
with Salesforce contacts and accounts. Also, learn what we do when we can’t find a match.
Available in: Lightning
How Contacts Sync with Salesforce Records Experience

When Einstein Activity Capture runs its initial contact sync, it checks to see whether contacts with Available with Einstein
the same email address exist in Salesforce and your connected account. If Einstein Activity Capture Activity Capture Standard,
finds contacts with matching email addresses, the two contacts are mapped to each other and which is available in Sales
begin to sync. If Einstein Activity Capture can’t find a contact with a matching email address, it Cloud in Starter,
checks whether contacts with the same first and last name exist. Professional, Enterprise,
Performance, and
If multiple contacts in Salesforce have matching email addresses, Einstein Activity Capture with the Unlimited Editions
contact with the most recent activity, most recent updated date, or oldest creation date, depending
on your sync configuration. Available with Sales Cloud
Einstein, which is available
If no match is found in Salesforce or your connected account, a new matching contact is created. in Performance and
After the initial sync, Einstein Activity Capture periodically checks whether contacts require syncing. Unlimited Editions, and
available for an extra cost in
Einstein Activity Capture also checks whether a contact’s company name matches a Salesforce
Enterprise Edition
account’s company name. If a match is found, the Salesforce account is related to the synced contact
in Salesforce. If no match is found, the synced contact is added to the Unresolved Items list in Available with Inbox in Sales
Salesforce. Cloud, which is included in
Starter, Performance and
Unlimited Editions and
How Person Accounts Sync with Salesforce Records available for an extra cost in
If your admin enabled person accounts in Salesforce, your person accounts sync with contacts in Professional and Enterprise
your connected account. Person accounts sync the same way as contacts do. Here are a few things Editions. Inbox is also
to keep in mind when syncing person accounts. available for an extra cost in
Service Cloud and Lightning
• If you’re set up to sync contacts from your connected account to Salesforce or both ways, create
Platform.
person accounts in Salesforce before you start syncing.
• To match person accounts and contacts, Einstein Activity Capture compares the First Name Available with Sales
and Last Name fields in Salesforce to the Company field in your connected account. Changes Engagement in Sales Cloud,
which is included in
to the First Name, Last Name, and Company fields don’t sync between applications.
Performance and Unlimited
Editions, and available for
SEE ALSO: an extra cost in Professional
Field Mappings for Contact Sync and Enterprise Editions.
Sales Engagement is also
Guidelines for Filtering Contacts
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

408
Sales Productivity Einstein Activity Capture

Guidelines for Filtering Contacts

Contact sync filters let you choose which contacts sync from Salesforce to users’ Microsoft or Google
EDITIONS
application. Learn about how sync filters work differently, depending on how they’re set.
You can define contact sync filters from the General Settings and Advanced Settings tabs when Available in: Lightning
editing a configuration. Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

409
Sales Productivity Einstein Activity Capture

Options for Filtering Contacts

Use the record ownership filter (1) to sync contacts to your users’ connected accounts based on who owns the contact record. When
you select All Contacts, all Salesforce contacts that users can access sync with your users’ connect account. Access to Salesforce contacts
is based on your sharing settings. When you select Contacts Users Own, only contacts that users own sync with users’ connected
accounts. And when a synced contact is updated, those changes sync for the current owner only. For the best experience, select Contacts
Users Own. That way, your sales reps can focus on the contacts that are most important to them.

Optionally, use condition filters (2) to sync contacts to your users’ connected accounts based on contact record field values. To sync,
contacts must meet all the condition filters you set. You can also select Sync contacts users follow in Chatter (3) to sync contacts to
your users’ connected accounts based on which contacts they follow in Chatter.

How Sync Contacts Users Follow in Chatter Works

The Sync Contacts Users Follow in Chatter filter works differently depending on your record ownership and condition filters.

RECORD OWNERSHIP FILTER ANY CONDITION FILTERS? CONTACTS THAT SYNC

All Contacts No All Salesforce contacts that users can access
sync to users’ connected accounts, including
contacts that users follow in Chatter.

Yes Salesforce contacts that users can access,

including contacts that users follow in
Chatter, sync to your users’ connected
accounts only if they meet the condition
filters.

Contacts Users Own No All Salesforce contacts that users own plus
the contacts that users follow in Chatter
sync to users’ connected accounts.

Yes Salesforce contacts that users own sync to

your users’ connected accounts only if they
meet the condition filters. Also, the
Salesforce contacts that users follow in
Chatter sync to users’ connected accounts,

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Sales Productivity Einstein Activity Capture

RECORD OWNERSHIP FILTER ANY CONDITION FILTERS? CONTACTS THAT SYNC

even if those contacts don’t meet the
condition filters.

SEE ALSO:
Create a Configuration for Einstein Activity Capture
Preparing to Sync Contacts with Einstein Activity Capture

411
Sales Productivity Einstein Activity Capture

Field Mappings for Contact Sync

When you use Einstein Activity Capture to sync contacts, fields from your Salesforce contacts are
EDITIONS
mapped to fields in the connected Microsoft or Google account. Learn which fields sync and how
they’re mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins can Available in: Lightning
customize. Experience

Available with Einstein

Microsoft Exchange Activity Capture Standard,
Admins customize field mappings from the Field Mappings tab when editing a configuration. which is available in Sales
Admins can’t customize mappings for standard fields that are used to match contacts during the Cloud in Starter,
sync process. For example, contacts are synced based on the email address, so the email field Professional, Enterprise,
mappings can’t be changed. Custom Salesforce fields aren’t used in mappings. Performance, and
Unlimited Editions
Salesforce Field Exchange Field (API Customizable Details Available with Sales Cloud
Label) Mapping Einstein, which is available
in Performance and
Account Name Company No
Unlimited Editions, and
(CompanyName)
available for an extra cost in
Assistant Assistant name Yes Enterprise Edition
(AssistantName) Available with Inbox in Sales
Assist. Phone Assistant phone Yes Cloud, which is included in
(AssistantPhone) Starter, Performance and
Unlimited Editions and
Birthdate Birthday (Birthday) Yes available for an extra cost in
Professional and Enterprise
Department Department Yes Editions. Inbox is also
(Department) available for an extra cost in
Description Notes (Body) Yes Service Cloud and Lightning
Platform.
Email Email address No
Available with Sales
(EmailAddress1)
Engagement in Sales Cloud,
Fax Business fax Yes which is included in
(BusinessFax) Performance and Unlimited
Editions, and available for
First Name First name No an extra cost in Professional
(GivenName) and Enterprise Editions.
Sales Engagement is also
Home Phone HomePhone Yes
available for an extra cost in
Last Name Last name (Surname) No Service Cloud and Lightning
Platform.
Mailing City Business address City Yes
(BusinessAddressCity) Available with Revenue
Intelligence, which is
Mailing Country Business addresses Yes available for an extra cost in
Country/Region Enterprise and Unlimited
(BusinessAddressCountryOrRegion) Editions

Mailing State/Province Business address Yes

State/Province
(BusinessAddressState)

412
Sales Productivity Einstein Activity Capture

Salesforce Field Exchange Field (API Label) Customizable Mapping Details

Mailing Street Business address Street Yes
(BusinessAddressStreet)

Mailing Zip/Postal Code Business address Zip/Postal code Yes

(BusinessAddressPostalCode)

Mobile Mobile phone (MobilePhone) Yes

Other City Other address City Yes

(OtherAddressCity)

Other Country Other address Country/Region Yes

(OtherAddressCountryOrRegion)

Other Phone Other (OtherTelephone) Yes In Outlook, this field is located

under the Phone menu when
you add more fields to the
contact.

Other State/Province Other address State/Province Yes

(OtherAddressState)

Other Street Other address Street Yes

(OtherAddressStreet)

Other Zip/Postal Code Other address Zip/Postal code Yes

(OtherAddressPostalCode)

Phone Business phone (BusinessPhone) Yes

Title Job title (JobTitle) Yes

Google

Salesforce Field Google Field (API Label) Details

Account Name Company (companyName)

Assistant Relationship (relation) Standard label Assistant required.*

Birthdate Birthday (birthday)

Department Department (orgDepartment)

Email Email (email) When creating contacts in Google, the

primary Email field must include the
standard label Work for the contact to sync.
Adding no label, other standard labels, or
custom labels prevents the Google contact
from syncing to Salesforce.

Fax Phone (faxNumber) Standard label Work Fax required.*

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Sales Productivity Einstein Activity Capture

Salesforce Field Google Field (API Label) Details

First Name First name (givenName)

Home Phone Phone (homePhoneNumber) Standard label Home required.*

Last Name Last name (familyName)

Mailing City City (city) Standard label Work required on the Google
address.*

Mailing Country Country/Region (country) Standard label Work required on the Google
address.*

Mailing State/Province State (state) Standard label Work required on the Google
address.*

Mailing Street Street address (street) Standard label Work required on the Google
address.*

Mailing Zip/Postal Code ZIP code (postCode) Standard label Work required on the Google
address.*

Mobile Phone (mobilePhoneNumber) Standard label Mobile required.*

Other City City (otherCity) Standard label Other required on the Google
address.*

Other Country Country/Region (otherCountry) Standard label Other required on the Google
address.*

Other Phone Phone (otherPhoneNumber) Standard label Other required.*

Other State/Province State (otherState) Other label required on the Google

address.*

Other Street Street address (otherStreet) Standard label Other required on the Google
address.*

Other Zip/Postal Code ZIP code (otherPostCode) Standard label Other required on the Google
address.

Phone Phone (phone) Standard label Work required.

Title Job title (title)

* Adding no label, a different standard label, or a custom label prevents these fields from syncing.

SEE ALSO:
How Contacts Sync with Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Reporting on Logged and Captured Activities From Einstein Activity Capture

Use standard reports to keep an eye on all your activities and customer interactions. Turn on Activity
EDITIONS
360 Reporting to enable reporting objects that unify your automatically captured data from Einstein
Activity Capture (EAC) with all your other activity data, such as calls, manually logged tasks, and Available in Lightning
emails. View the out-of-the-box dashboard and reports to easily monitor your team’s activity. Trigger Experience
flows from Activity 360 Reporting data to automate your business processes.
Available with Einstein
Activity 360 Reporting turns on unified reporting objects that aggregate your activity and insight
Activity Capture in Unlimited
data. Edition with Sales Cloud
The UnifiedActivity object stores all your activities, from manually logged to automatically captured
Available with Sales Cloud
sources. For example, it includes calls from Einstein Conversation Insights (ECI), tasks, events, and
Einstein, which is available
emails both manually logged and captured by EAC. Type-specific objects, such as UnifiedTask, let
in Performance and
you create reports that are specific to a particular activity type. Unlimited Editions, and
• Unified Activities: All activity data across all channels available for an extra cost in
• Unified Emails: Emails from EAC and emails from manual logging Enterprise Edition

• Unified Tasks: Tasks from manual logging Available with Sales

• Unified Voice Calls: Calls from Einstein Conversation Insights and calls from manual logging Engagement in Sales Cloud,
which is included in
• Unified Video Calls: Videos from ECI Performance and Unlimited
• Unified Meetings: Events synced from EAC and events from manual logging Editions, and available for
Insights include data from these sources. an extra cost in Professional
and Enterprise Editions.
• Insights on emails from EAC Sales Engagement is also
• Conversation Insights on voice and video calls from ECI available for an extra cost in
Service Cloud and Lightning
Platform.
Considerations for Activity 360 Reporting
Learn what to expect when you turn on Activity 360 reporting for Einstein Activity Capture Available with Revenue
(EAC). Intelligence, which is
available in for an extra cost
Set Up Activity 360 for Einstein Activity Capture in Enterprise and Unlimited
Get set up to use Activity 360 reporting, Pipeline Inspection deal insights, and automated actions Editions
triggered by email insights. Prepare your Salesforce org to use standard reports so that sales
managers can monitor their team’s activities across all channels, such as emails, email and call
insights, or manually and automatically captured tasks.
Get Started with Activity 360 Reports
Check out the Activity 360 reports we provide, or clone the reports to meet your business needs. Review the suggestions and tips
for custom report types to help you create your own reports and dashboards.

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Sales Productivity Einstein Activity Capture

Considerations for Activity 360 Reporting

Learn what to expect when you turn on Activity 360 reporting for Einstein Activity Capture (EAC).
EDITIONS

Activity Data Is Available in Reports After You Turn on Activity 360 Reporting Available in Lightning
Experience
Only activity data created after Activity 360 reporting is supported for reporting and flows. Historical
data isn’t available in Activity 360 reports. Available with Einstein
Activity Capture in Unlimited
Because Activity 360 reporting starts capturing data only after you enable the setting, recurring
Edition with Sales Cloud
events don’t appear automatically. To report on preexisting recurring events, you can edit the
recurring event or an instance of the event. Available with Sales Cloud
Einstein, which is available
in Performance and
Who Can Access Data in Unified Reports? Unlimited Editions, and
Users with an Einstein Activity Capture permission set can view reports on unified activities. For available for an extra cost in
users without an EAC permission set, they can see the same records in reports only if the setting Enterprise Edition
Activity Sharing with Non-Einstein Activity Capture Users is enabled.
Available with Sales
Engagement in Sales Cloud,
Record Visibility and Sharing which is included in
Performance and Unlimited
Unified reports follow the EAC Sharing and Salesforce sharing models. The activities that a user sees
Editions, and available for
on the activity timeline are consistent with the activities that they can see in these reports. Before an extra cost in Professional
turning on unified reports, make sure that you review the email sharing considerations. and Enterprise Editions.
For reports where User is the primary object, such as Unified Activities grouped by users, reports Sales Engagement is also
respect the role hierarchy sharing model. With no role hierarchy, the user sees only their own records available for an extra cost in
and activities. Service Cloud and Lightning
Platform.
A report entry with ***** in the subject and description is an email that the user doesn’t have access
to based on sharing settings. The data is consistent with what users see on the activity timeline, Available with Revenue
where the user sees only an envelope and the email insight but not the email details. Intelligence, which is
available in for an extra cost
in Enterprise and Unlimited
Email Sharing Considerations Editions
When you turn on Activity 360 reporting, email sharing is streamlined. The sharing option Share
with Groups isn’t available on the activity timeline or as a user’s email sharing preference. After you
turn on Activity 360 reporting, you can’t change the sharing policy on historical data, but you can see an email’s sharing policy on the
activity timeline.

Task Considerations
Only tasks with values in the Due Date or Completed Date field are included in the Unified Tasks object. Open tasks with no date and
closed tasks with no completed date aren’t supported for reporting.

How Are Activities Linked to Related Records?

Activities can appear multiple times within a report based on their relationships to other Salesforce records. For example, a report using
the Unified Activity Relations as the third-level object in the report type shows all records that relate to an activity, such as opportunities
and contacts. When an activity is linked to multiple records, an entry for the activity appears for each of the related records. To avoid
multiple entries for one activity, group by Unified Activity ID or filter by a specific related record type.

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Sales Productivity Einstein Activity Capture

Unified Activities Objects Are Available Only for Reporting and Flows
Note: Starting in late 2023, Einstein Activity Capture services are migrating to Hyperforce, the Salesforce cloud-native infrastructure
architecture, built for the public cloud. Before migration to Hyperforce, Einstein Activity Capture data is stored in Salesforce managed
data centers and hosted on Amazon Web Services (AWS) behind a Virtual Private Cloud (VPC). After migration, the Einstein Activity
Capture data and services are stored on Hyperforce and new AWS public cloud infrastructure, within the same region as before.
Emails and insights from EAC and ECI are stored on Salesforce Hyperforce and Amazon Web Services (AWS) infrastructure, not in standard
Salesforce objects. As a result, the Activity 360 reporting and insights objects support standard reporting. Also, the insights objects
support flows. They don’t appear in Object Manager and they aren’t supported for SOQL queries or in APIs.

Voice and Video Call Considerations

The reporting measures for voice and video calls in Einstein Conversation Insights (ECI) have limitations when trying to filter records by
insight types.
• When applying filter logic between insight type fields, the OR operator isn’t supported. To run a report that shows records with
specified insights only, apply a filter that uses the contains operator and enter comma-separated entries for the insight types you
want to show.
• It isn’t possible to run a report that displays call records that don’t contain a specific insight.

Is My Salesforce Org Eligible for Activity 360 Reporting?

Your org is eligible to use Activity 360 reporting if you have fewer than 3 million combined accounts, contacts, contracts, leads, and
opportunities. If your org is larger, you can submit a case to Salesforce Customer Support to request an exception.

Turning Off Activity 360 Reporting

By default, you can’t turn off the setting for Activity 360 reporting after you enable it. To turn off Activity 360 reporting, contact Salesforce
Customer Support.

Other Features Powered by Activity 360

Because Activity 360 reporting unifies your activity data in one place, you also get access to a Pipeline Inspection feature that helps sales
reps and managers see who’s participating in a deal. If you use automated actions, you can trigger events and flows using email insights.

SEE ALSO:
Set Up Activity 360 for Einstein Activity Capture
Get Started with Activity 360 Reports

417
Sales Productivity Einstein Activity Capture

Set Up Activity 360 for Einstein Activity Capture

Get set up to use Activity 360 reporting, Pipeline Inspection deal insights, and automated actions
EDITIONS
triggered by email insights. Prepare your Salesforce org to use standard reports so that sales managers
can monitor their team’s activities across all channels, such as emails, email and call insights, or Available in Lightning
manually and automatically captured tasks. Experience
Complete these prerequisites before you set up Activity 360 reporting.
Available with Einstein
• Turn on Einstein Activity Capture and set up email capture. Activity Capture in Unlimited
• Make sure you have at least one user assigned to an active configuration to use Activity 360 Edition with Sales Cloud
features. See Create a Configuration for Einstein Activity Capture on page 339. Available with Sales Cloud
• To report on events, make sure you have at least one configuration for events that syncs in Einstein, which is available
Both Directions or Microsoft Exchange to Salesforce. in Performance and
Unlimited Editions, and
1. From Setup, enter einstein activity capture in the Quick Find box, and then
available for an extra cost in
select Einstein Activity Capture.
Enterprise Edition
2. Go to the Settings tab.
Available with Sales
3. Turn on Activity 360 Reporting. Engagement in Sales Cloud,
After you turn on Activity 360 reporting, find out-of-the-box reports in the Reports tab and a prebuilt which is included in
dashboard in the Dashboards tab. Performance and Unlimited
Editions, and available for
To turn off Activity 360 reporting, contact Salesforce Customer Support. an extra cost in Professional
and Enterprise Editions.
SEE ALSO: Sales Engagement is also
available for an extra cost in
Turn On Pipeline Inspection
Service Cloud and Lightning
Turn On Automated Actions Platform.

Available with Revenue

Intelligence, which is
available in for an extra cost
in Enterprise and Unlimited
Editions

USER PERMISSIONS

To turn on Activity 360

Reporting:
• Customize Application

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Sales Productivity Einstein Activity Capture

Get Started with Activity 360 Reports

Check out the Activity 360 reports we provide, or clone the reports to meet your business needs.
EDITIONS
Review the suggestions and tips for custom report types to help you create your own reports and
dashboards. Available in Lightning
Experience
Activity 360 Reports Folder Available with Einstein
In the Reports tab, find the Activity 360 Reports folder. This folder contains prebuilt reports that Activity Capture in Unlimited
show you all activities, including emails captured by EAC, across Salesforce records such as accounts, Edition with Sales Cloud
opportunities, and contacts. Available with Sales Cloud
Einstein, which is available
Activity 360 Dashboard in Performance and
Unlimited Editions, and
To get a bird’s-eye view of activities for the month, use the My Team’s Activities This Month available for an extra cost in
dashboard. In the Dashboards tab, select the Activity 360 folder. The dashboard uses some of the Enterprise Edition
prebuilt reports so that you can quickly monitor.
Available with Sales
If you have Activities Dashboard enabled, you can see the My Team’s Activities This Month dashboard
Engagement in Sales Cloud,
in the Activities Dashboard tab. which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available in for an extra cost
in Enterprise and Unlimited
Custom Report Types and Reports for Activities and Insights Editions
Build custom report types using the unified activity and insights objects.
Follow these guidelines when you build a custom report type.
• For the primary object, select a CRM object such as user, opportunity, contact, lead, or account with related activities.
• For the secondary object, select Unified Activities to report on all activities. To report on a specific type of activity, select one of the
subtypes of Unified Activities. For example, to report on emails only, select Unified Email.
If you have custom fields for events or tasks, you can add them to your report via lookup. Edit the layout of available fields in the
report type and select Add fields related via lookup.

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Sales Productivity Einstein Activity Capture

• For the third-level object, select one of these objects.

– Insights: Report on key insights from emails and calls.
– Participants: Report on the contacts and users that participated in an activity and their role in the activity. For example, by selecting
Participants you can see whether a user sent or received an email in the report.
– Relations: Report on other Salesforce records that are related to the activity. For example, you can show opportunities, contacts,
and accounts associated with the activity.

SEE ALSO:
Create a Custom Report Type
Turn on Additional Features for Einstein Conversation Insights

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Sales Productivity Einstein Activity Capture

Analytics and Einstein Activity Capture

When you use Einstein Activity Capture, you can use the Activities dashboard or Activity Metrics to
EDITIONS
see your activity data aggregated.
Available in: Lightning
Activities Analytics Dashboard Experience
The Activities analytics dashboard provides a summary of sales activities, including activities Available with Sales Cloud
added manually and with Einstein Activity Capture. in: Essentials, Professional
Activity Metrics (when API access is
If you use Einstein Activity Capture, Activity Metrics gives you the complete picture about your purchased), Enterprise,
activity data. When you include Activity Metrics fields on list views, page layouts, reports, triggers, Performance, and
Unlimited Editions
processes, and so forth, the data reflects activities that were added to Salesforce manually and
by Einstein Activity Capture. Available with Sales Cloud
Einstein, which is available
for an extra cost in:
SEE ALSO:
Enterprise, Performance,
Check Connection Status and Metrics for Einstein Activity Capture Users and Unlimited Editions
Einstein Activity Capture
Available with Inbox, which
is available for an extra cost
in: Professional (when API
access is purchased),
Enterprise, Performance,
and Unlimited Editions

Available with Sales

Engagement, which is
available for an extra cost
in: Enterprise, Performance,
and Unlimited Editions

Available with Revenue

Intelligence, which is
available for an extra cost
in: Enterprise and Unlimited
Editions

421
Sales Productivity Einstein Activity Capture

Activities Analytics Dashboard

The Activities analytics dashboard provides a summary of sales activities, including activities added
EDITIONS
manually and with Einstein Activity Capture.
Available in: Lightning
Give Users Access to the Activities Analytics Dashboard Experience
The Activities dashboard provides a summary of sales activities, including activities added Available with Sales Cloud
manually and with Einstein Activity Capture. Make sure the dashboard is turned on, and then in: Professional (when API
give users access to it. access is purchased),
Review the Activities Analytics Dashboard Enterprise, Performance,
Einstein Activity Capture includes access to the Activities dashboard, which is built on CRM and Unlimited Editions
Analytics. The Activities dashboard shows a summary of your sales activities, including ones Available with Sales Cloud
added manually to Salesforce and ones added by Einstein Activity Capture. Because emails that Einstein, which is available
are captured by Einstein Activity Capture aren’t stored in Salesforce, they don’t show up in for an extra cost in:
standard Salesforce reports. Therefore, the dashboard gives you a complete picture of your Enterprise, Performance,
activities. and Unlimited Editions
Guidelines for Using the Activities Analytics Dashboard Available with Inbox, which
Einstein Activity Capture includes access to the Activities dashboard, which is built on CRM is available for an extra cost
Analytics. The Activities dashboard shows a summary of your sales activities, including ones in: Professional (when API
added manually to Salesforce and ones added by Einstein Activity Capture. Review keys details access is purchased),
about the dashboard, including how activity fields are used. Enterprise, Performance,
and Unlimited Editions

SEE ALSO: Available with Sales

Engagement, which is
Analytics and Einstein Activity Capture
available for an extra cost
Einstein Activity Capture in: Enterprise, Performance,
and Unlimited Editions

Available with Revenue

Intelligence, which is
available for an extra cost
in: Enterprise and Unlimited
Editions

422
Sales Productivity Einstein Activity Capture

Give Users Access to the Activities Analytics Dashboard

The Activities dashboard provides a summary of sales activities, including activities added manually
EDITIONS
and with Einstein Activity Capture. Make sure the dashboard is turned on, and then give users access
to it. Available in: Lightning
Note: If you give sales reps access to the Activities dashboard, sometimes users see data Experience
that’s normally hidden by access settings or field-level security. Available with Sales Cloud
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then in: Professional (when API
select Settings. access is purchased),
Enterprise, Performance,
2. Click the Settings tab, and then turn on Activities Dashboard. and Unlimited Editions
3. Give users access to the Activities dashboard by assigning a permission set. The license used
Available with Sales Cloud
to access Einstein Activity Capture determines which permission set users need.
Einstein, which is available
for an extra cost in:
License Permission Set Additional Information Enterprise, Performance,
Sales Cloud Einstein Select Who Can Use Sales and Unlimited Editions
Cloud Einstein Available with Inbox, which
is available for an extra cost
Inbox Analytics for Sales Cloud or You can assign the permission
in: Professional (when API
Inbox With Einstein Activity set to up to five users. All
access is purchased),
Capture other Inbox users have
Enterprise, Performance,
read-only access to the and Unlimited Editions
Activities dashboard. Users
with read-only access can Available with Sales
view the dashboard and use Engagement, which is
the filters, but they can’t clone available for an extra cost
or edit the dashboard. in: Enterprise, Performance,
and Unlimited Editions
Sales Engagement Analytics for Sales Cloud You can assign the permission
Available with Revenue
set to up to three users. All
Intelligence, which is
other Sales Engagement users
available for an extra cost
have read-only access to the
in: Enterprise and Unlimited
Activities dashboard. Users
Editions
with read-only access can
view the dashboard and use
the filters, but they can’t clone USER PERMISSIONS
or edit the dashboard.
To turn on the Activities
Sales Cloud only Standard Einstein Activity The dashboard is read-only. dashboard and give users
Capture Users can view the dashboard access to it:
and use the filters, but they • Customize Application
can’t clone or edit the OR Modify All Data
dashboard.

Revenue Intelligence Select Who Can Use Revenue Access to the Activities
Intelligence dashboard is available only to
users who have the Revenue

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Sales Productivity Einstein Activity Capture

License Permission Set Additional Information

Intelligence Admin permission set.

SEE ALSO:
Assign a Permission Set License to a User
Review the Activities Analytics Dashboard
Guidelines for Using the Activities Analytics Dashboard
Einstein Activity Capture

424
Sales Productivity Einstein Activity Capture

Review the Activities Analytics Dashboard

Einstein Activity Capture includes access to the Activities dashboard, which is built on CRM Analytics.
EDITIONS
The Activities dashboard shows a summary of your sales activities, including ones added manually
to Salesforce and ones added by Einstein Activity Capture. Because emails that are captured by Available in: Lightning
Einstein Activity Capture aren’t stored in Salesforce, they don’t show up in standard Salesforce Experience
reports. Therefore, the dashboard gives you a complete picture of your activities.
Available with Sales Cloud
Click the tab that corresponds with your Einstein Activity Capture license or permission.
in: Professional (when API
• If you have the Standard Einstein Activity Capture permission set, click the Activities Dashboard access is purchased),
tab. You see a read-only version of the dashboard. Enterprise, Performance,
• If you’re an Inbox user with the Access to View-Only Licensed Templates and Apps permission, and Unlimited Editions
which is included with the Inbox With Einstein Activity Capture permission set, click the Available with Sales Cloud
Activities Dashboard tab. You see a read-only version of the dashboard. Einstein, which is available
• If you’re an Inbox user with the Analytics for Sales Cloud permission set, click the Analytics tab. for an extra cost in:
Or, open Analytics Studio, and click the Activities app. Enterprise, Performance,
and Unlimited Editions
• If you’re a Sales Cloud Einstein or Sales Engagement user, click the Analytics tab. Or, open
Analytics Studio, and click the Activities app. Available with Inbox, which
is available for an extra cost
Users with read-only access can view the dashboard and use the filters, but they can’t clone or edit
in: Professional (when API
the dashboard.
access is purchased),
Enterprise, Performance,
and Unlimited Editions

Available with Sales

Engagement, which is
available for an extra cost
in: Enterprise, Performance,
and Unlimited Editions

USER PERMISSIONS

To view the Activities app

and dashboard:
• Use Einstein Activity
Capture AND Use CRM
Analytics Templated
Apps OR Access to
View-Only Licensed
Templates and Apps
To create CRM Analytics
apps using the Activities app
template:
• Use Einstein Activity
Capture AND Manage
CRM Analytics
Templated Apps
To delete or reset the
Activities app:
• Manage CRM Analytics
Templated Apps

425
Sales Productivity Einstein Activity Capture

Charts are organized by tabs (1). Use filters (2) to view information about specific activity owners, activity types, and dates. Quickly view
which of the selected users are most active (3). The Details tab includes charts that break down activities by accounts and opportunities
(4).

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Sales Productivity Einstein Activity Capture

The Overview tab lets you see how each activity type is trending over the past month, week, or day (5). Licensed Einstein Activity Capture
users see up to 180 days of activity data. Einstein Activity Capture Standard users see up to 90 days of activity data.

SEE ALSO:
Guidelines for Using the Activities Analytics Dashboard
Give Users Access to the Activities Analytics Dashboard
Einstein Activity Capture

Guidelines for Using the Activities Analytics Dashboard

Einstein Activity Capture includes access to the Activities dashboard, which is built on CRM Analytics.
EDITIONS
The Activities dashboard shows a summary of your sales activities, including ones added manually
to Salesforce and ones added by Einstein Activity Capture. Review keys details about the dashboard, Available in: Lightning
including how activity fields are used. Experience

Available with Einstein

General Activity Capture Standard,
• After Einstein Activity Capture is enabled, the Activities dashboard is created. which is available in
Professional, Enterprise,
• To access the Activities dashboard, API access is required. If you use Professional Edition, you
Performance, and
must purchase API access.
Unlimited Editions
• To access the Activities dashboard with Revenue Intelligence, you must have the Revenue
Intelligence Admin permission set. Available with Sales Cloud
Einstein, which is available
• To use Activities dashboard, you must enable Data Sync and Connections.
Performance and Unlimited
• Some Einstein Activity Capture users have read-only access to the Activities dashboard. For Editions, and for an extra
more information, see Give Users Access to the Activities Analytics Dashboard. cost in Enterprise Edition
• The Activities templated app doesn’t support customizations, including changes to dashboards, Available with Inbox, which
dataflows, and recipes or use of the datasets in custom assets. is available in Professional,
Enterprise, Performance,
Activities and Unlimited Editions

• If you have Einstein Activity Capture Standard, 90 days of data appear on the Activities dashboard. Available with Sales
If you have Einstein Activity Capture through Performance or Unlimited editions or an add-on Engagement, which is
license, 180 days of data appear on the dashboard. For more information, see What Is Einstein available in Performance
Activity Capture Standard?. and Unlimited Editions, and
for an extra cost in
• When you use role hierarchy, users see data for activities that they’re involved in and activities
Professional and Enterprise
that users below them in the role hierarchy own. If you don’t use role hierarchy, users see data Editions
for all activities in the Activities dashboard dataset.
Available with Revenue
• It takes up to 24 hours to see email data in the dashboard.
Intelligence, which is
• When you sync or capture events, you see event details and Salesforce records associated with available for an extra cost
attendees’ email addresses on the external calendar event on the Activities dashboard. in: Enterprise and Unlimited
• When you sync or capture an event that has only internal attendees, it doesn’t appear on the Editions
Activities dashboard.
• When you create an event using the Salesforce calendar, and the event doesn’t have a
counterpart in your external calendar, the event doesn’t appear on the Activities dashboard. However, if the event has only internal
attendees, it does appear on the Activities dashboard.

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Sales Productivity Einstein Activity Capture

• Events, tasks, and email messages that aren’t synced or captured appear on the Activities dashboard, and are associated with
Salesforce records using these fields: Account Name, Assigned To, Name, Related To.
• When you enable shared activities, you see event details and event attendees who are Salesforce users, contacts, or leads on the
Activities dashboard. For more information, see Considerations for Enabling Shared Activities.
• Only past events appear on the Activities dashboard.
• You can’t filter the Activities dashboard by queues that own activities.

Activity Fields
The following fields are used in the Activities dashboard dataset.
Multivalue fields aren’t fully supported in ValuesTable. The Activities dashboard shows only one value in the array, not the full list of
values.

Field Label (Field Name) Description Is a Multivalue Field

Account Id (Accounts.Account.Id) Represents the ID of the account that’s related to the activity. Yes
For activities that are Salesforce records, the account is related
to the activity using the Name or Related To field.
For captured activities, the account is related to the activity by
the contact’s email address. These activities can also be related
to accounts using other Salesforce objects.

Account Name (Accounts.Account.Name) Represents the name of the account that’s related to the activity. Yes

Activity Date (Activity_Date) For tasks, represents the completed date. For emails, represents No
the email sent date. For events, represents the start date.
This field has a timestamp set in the Coordinated Universal Time
(UTC) time zone.

Activity Id (Activity_Id) Represents the ID of the activity. No

Activity Type (Activity_Type) Represents the type of activity. Types include email, event, task, No
and subtask.

All Related Id Indicates the ID of the record that’s related to the activity. Yes
(AllRelated.Related.Related_Id)

All Related Name Indicates the name of the record that’s related to the activity. Yes
(AllRelated.Related.Related_Name)

All Related Type Indicates the type of record that’s related to the activity. Yes
(AllRelated.Related.Related_Type) Available types are account, contact, contract, lead, opportunity,
and quote.

Customer The name of the contact or lead who’s related to the activity. Yes
(OtherPeople.Person.Person_Name) For activities that are Salesforce records, the Name field is used.
For captured activities (ones that aren’t Salesforce records and
appear only on the activity timeline), the email address is used.

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Sales Productivity Einstein Activity Capture

Field Label (Field Name) Description Is a Multivalue Field

Opportunity Id The ID of the opportunity that’s related to the activity. Yes
(RelatedOpportunities.Related_Id)

Opportunity Name The name of the opportunity that’s related to the activity. Yes
(RelatedOpportunities.Related_Name)

Person Id (OtherPeople.Person.Person_Id) The ID of the contact or lead who’s related to the activity. For Yes
activities that are Salesforce records, the Name ID field is used.
For captured activities (ones that aren’t Salesforce records and
appear only on the activity timeline), the email address is used.

Person Type Indicates whether the person related to the activity is a contact Yes
(OtherPeople.Person.Person_Type) or lead.

Related Id (Related.Related.Related_Id) The ID of the account, contract, lead, opportunity, or quote Yes
that’s related to activity. An account ID is included only if the
account is in the activity’s Related To field.

Related Name The name of the account, contract, lead, opportunity, or quote Yes
(Related.Related.Related_Name) that’s related to activity. An account is included only if the
account is in the activity’s Related To field.

Related Type Indicates whether the record related to the activity is an account, Yes
(Related.Related.Related_Type) contract, lead, opportunity, or quote. Account is listed only if
the account is in the activity’s Related To field.

Role Hierarchy When you use role hierarchy, this field represents the ID of the Yes
(Users.Roles.Role.RoleHierarchy) ancestor role of the activity owner or participant.

Source Id (Source_Id) Represents the activity source. For activities that are Salesforce No
records, the value is either core:tasks or core:events.
For captured activities (ones that aren’t Salesforce records and
appear only on the activity timeline), the value is siqs3:*

Source Hash (Source_Hash) For activities that are Salesforce records, the field is empty. No
For captured activities (ones that aren’t Salesforce records and
appear only on the activity timeline), the field represents the
hash of the s3 file containing the activity.

User (Users.Person.Person_Name) Represents the name of the activity owner or participant. Yes

User Id (Users.Person.Person_Id) Represents the ID of the activity owner or participant. Yes

User Parent Role Name When you use role hierarchy, this field represents the role above Yes
(Users.Roles.Role.ParentRole.UniqueName) the activity owner or participant.

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Sales Productivity Einstein Activity Capture

Field Label (Field Name) Description Is a Multivalue Field

User Role Name When you use role hierarchy, this field represents the role of Yes
(Users.Roles.Role_UniqueName) the activity owner or participant.

SEE ALSO:
Review the Activities Analytics Dashboard
Give Users Access to the Activities Analytics Dashboard
What Does Einstein Activity Capture Do?
Data Retention for Einstein Activity Capture and Inbox

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Sales Productivity Einstein Activity Capture

Activity Metrics
If you use Einstein Activity Capture, Activity Metrics gives you the complete picture about your
EDITIONS
activity data. When you include Activity Metrics fields on list views, page layouts, reports, triggers,
processes, and so forth, the data reflects activities that were added to Salesforce manually and by Available in: Lightning
Einstein Activity Capture. Experience
Note: Some Activity Metrics fields are available to Sales Engagement users without Einstein Available with Sales Cloud
Activity Capture. Einstein, which is available
in Performance and
Unlimited Editions, and for
an extra cost in Enterprise
Edition

Available with Inbox in Sales

Cloud, which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Turn On Activity Metrics Platform.
After you turn on Activity Metrics, the Activity Metrics fields are available to use on list views, Available with Revenue
page layouts, reports, triggers, flows, and processes. Intelligence, which is
Activity Metrics Fields available for an extra cost in
Activity Metrics fields show a summary of sales activities that were added to Salesforce manually Enterprise and Unlimited
and by Einstein Activity Capture. Most of the fields are available to Einstein Activity Capture Editions
users after Activity Metrics is turned on. A few fields are available only to Sales Engagement
users, regardless of whether they use Einstein Activity Capture. Activity Metric fields are derived
from your activity data, so create formula fields when using them on page layouts.
Considerations for Using Activity Metrics
Before getting started with Activity Metrics, review requirements, limits, and other information about how it works.

SEE ALSO:
Analytics and Einstein Activity Capture
Einstein Activity Capture

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Sales Productivity Einstein Activity Capture

Turn On Activity Metrics

After you turn on Activity Metrics, the Activity Metrics fields are available to use on list views, page
EDITIONS
layouts, reports, triggers, flows, and processes.
• Activity Metrics must be turned on in Lightning Experience, but Activity Metrics fields are Available in: Lightning
available in Lightning Experience and Salesforce Classic. Experience
• If you have Activity 360 Reporting enabled, you can’t turn off Activity Metrics. To turn it off, Available with Sales Cloud
contact Salesforce Customer Support. Einstein, which is available
• If you have at least one licensed Einstein Activity Capture user, all Salesforce users in your in Performance and
company can use the Activity Metrics fields. If you have only Standard Einstein Activity Capture Unlimited Editions, and for
users, you can’t use Activity Metrics. an extra cost in Enterprise
Edition
• Some Activity Metrics fields are available to Sales Engagement users without turning on Activity
Metrics. Available with Inbox in Sales
Cloud, which is included in
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then
Performance and Unlimited
select Settings.
Editions and available for an
2. Click the Settings tab. extra cost in Professional
3. Make sure that Einstein Activity Capture is on. and Enterprise Editions.
Inbox is also available for an
4. Turn on Activity Metrics. extra cost in Service Cloud
It can take up to a few days before Activity Metrics fields are ready to use. You receive a and Lightning Platform.
notification when the fields are ready. If you have a large amount of data, we recommend that Available with Sales
you contact Salesforce Customer Support to turn on Activity Metrics without impacting Engagement in Sales Cloud,
performance. which is included in
Performance and Unlimited
To turn off Activity Metrics when Activity 360 Reporting is enabled, contact Salesforce Customer
Editions, and available for
Support.
an extra cost in Professional
and Enterprise Editions.
SEE ALSO: Sales Engagement is also
Activity Metrics available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

USER PERMISSIONS

To turn on Activity Metrics:

• Customize Application
OR Modify All Data

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Sales Productivity Einstein Activity Capture

Activity Metrics Fields

Activity Metrics fields show a summary of sales activities that were added to Salesforce manually
EDITIONS
and by Einstein Activity Capture. Most of the fields are available to Einstein Activity Capture users
after Activity Metrics is turned on. A few fields are available only to Sales Engagement users, regardless Available in: Lightning
of whether they use Einstein Activity Capture. Activity Metric fields are derived from your activity Experience
data, so create formula fields when using them on page layouts.
Available with Sales Cloud
Where to Use Activity Metrics Details Einstein, which is available
Fields in Performance and
Unlimited Editions, and for
List views Create or edit a list view. Select the Activity Metrics fields an extra cost in Enterprise
to include. When displayed on list views, Activity Metrics Edition

fields are indicated by . Available with Inbox in Sales

Cloud, which is included in
Record page layouts Create a custom formula field that points to an Activity Performance and Unlimited
Metric field. Then add it to your page layout. Editions and available for an
extra cost in Professional
Reports Create a report and add the Activity Metrics fields. and Enterprise Editions.
Flow Builder or Process Builder Inbox is also available for an
Create a flow or process that includes Activity Metrics fields. extra cost in Service Cloud
Unlike most field updates, changes to activity metrics field and Lightning Platform.
values don’t trigger flows or processes. Instead, activity
metrics field values can be used to evaluate rule criteria for Available with Sales
actions. Engagement in Sales Cloud,
which is included in
For example, when opportunities move to the Proposal or Performance and Unlimited
Price Quote stage, use the Inactive Days or Last Activity Editions, and available for
Date field to send an email alert to opportunity owners. an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Note: Unless otherwise noted, activities include events, emails, tasks, and calls. Service Cloud and Lightning
Platform.
Field Description Process Builder and Formula Field Available with Revenue
Triggers Intelligence, which is
First Call Date The date when the earliest call [object].ActivityMetric.FirstCallDateTime available for an extra cost in
was made through Sales Dialer Enterprise and Unlimited
or a computer-telephony Editions
integration solution that
logged the call to Salesforce.
This field is available only to
Sales Engagement users.

First Email Date The date when the earliest [object].ActivityMetric.FirstEmailDateTime

email was sent or received.
This field is available only to
Sales Engagement users.

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Field Description Process Builder and Triggers Formula Field

Inactive Days The number of days since the most recent [object].ActivityMetric.LastActivityDateTime Today() -
activity was completed - NOW LastActivityDate
This field is derived from the Last Activity For example, create a trigger that This formula calculates
Date field. notifies a user when there isn’t any the difference between
activity on an account for a certain the current date and the
amount of time. date of the last activity.

Last 7 Days Activities The number of activities completed in the [object].ActivityMetricRollup.TotalActivities7Days

last 7 days

Last 30 Days Activities The number of activities completed in the [object].ActivityMetricRollup.TotalActivities30Days

last 30 days

Last Activity Date The date when the most recent activity was [object].ActivityMetric.LastActivityDateTime
completed

Last Call Date The date when the most recent call was [object].ActivityMetric.LastCallDateTime
made through Sales Dialer or Inbox

Last Email Date The date when the most recent email was [object].ActivityMetric.LastEmailDateTime
sent or received

Last Email Received The date when the most recent email was [object].ActivityMetric.LastEmailReceivedDateTime
Date received

Last Email Sent Date The date when the most recent email was [object].ActivityMetric.LastEmailSentDateTime
sent

Last Event Date The date when the most recent event was [object].ActivityMetric.LastEventDateTime
completed

Last Task Date The date when the last task was completed [object].ActivityMetric.LastTaskDateTime
For example, if a task is completed before
the due date, the Last Task Date is different
from the Due Date. Because tasks show up
on the activity timeline according to their
due date, inconsistencies can exist between
the Last Task Date and what’s on the
activity timeline.

Next Activity Date The date of the next scheduled task or [object].ActivityMetric.NextActivityDateTime
event. Only open tasks within the next 30
days are included.

Today’s Activities Number of activities closed today [object].ActivityMetricRollup.TotalActivitiesDay

For example, create a trigger that sends
a daily email to Sales Managers with the

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Field Description Process Builder and Triggers Formula Field

total number of activities during that
day.

SEE ALSO:
Activity Metrics
Build a Formula Field
Customizing Reports in Salesforce Classic
Create a Process

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Considerations for Using Activity Metrics

Before getting started with Activity Metrics, review requirements, limits, and other information
EDITIONS
about how it works.
• Activity Metrics is supported in sandbox. However, because the data in a sandbox environment Available in: Lightning
is limited, the activity metrics don’t include existing activity data. Instead, the activity metrics Experience
include only activities that were created, updated, or deleted after you enabled Activity Metrics.
Available with Sales Cloud
To see activity metrics for new and existing activities, use a production org.
Einstein, which is available
• You can use Activity Metrics fields with accounts, contacts, contracts, leads, and opportunities. in Performance and
Quotes aren’t currently supported. Unlimited Editions, and for
• On accounts, contacts, leads, opportunities, and person accounts, the Last Activity field doesn’t an extra cost in Enterprise
include emails and events that were added by Einstein Activity Capture. We recommend that Edition
you remove the Last Activity field from the page layouts for those objects. Instead, use Activity Available with Inbox in Sales
Metrics to add the Last Activity Date field to page layouts. Cloud, which is included in
• Activity Metrics fields are available in standard reports, but not in custom report types. Performance and Unlimited
Editions and available for an
• Activity Metrics fields are updated in near real-time, but sometimes it takes longer.
extra cost in Professional
• By default, Einstein Activity Capture identifies the domain used in the admin’s email address as and Enterprise Editions.
an internal domain. If your company uses more than one internal domain, add all internal Inbox is also available for an
domains to the excluded list before you turn on Activity Metrics. extra cost in Service Cloud
• Activity Metrics calculations include activities that are 6 months and later, starting from the and Lightning Platform.
date when Activity Metrics was enabled. For entities with no activity in the last 6 months, Activity
Available with Sales
Metrics shows the last activity timestamp that’s older than 6 months. Engagement in Sales Cloud,
• If you don’t use contracts with Einstein Activity Capture, the activity metrics fields for contracts which is included in
are available but don’t show data when used. Performance and Unlimited
• Email and events that Einstein Activity Captures users don’t share are counted with activity Editions, and available for
metrics data. Therefore, some users don’t see activities on the activity timeline even though an extra cost in Professional
those activities are included in the activity metrics data. and Enterprise Editions.
Sales Engagement is also
• If you change the parent account for objects other than contacts and opportunities, the activity available for an extra cost in
metrics data continues to reflect the original account. Therefore, the activity metrics data can Service Cloud and Lightning
be incorrect. Platform.
• If you use a private sharing model for contacts, the activity timeline on account and opportunity
Available with Revenue
records sometimes shows emails for related contacts that users don’t have access to. However,
Intelligence, which is
users still can’t access the related contact records.
available for an extra cost in
• For the Last Email Received Date and Last Email Sent Date fields, Activity Metrics calculates Enterprise and Unlimited
emails as sent or received using your company's internal domains. If an email isn't sent or Editions
received by an internal domain, Activity Metrics doesn't use it to calculate the Last Email Received
Date and Last Email Sent Date fields.

Prerequisites
• To use Activity Metrics, you must have less than 3 million total accounts, contacts, contracts, leads, and opportunities.
• You must have at least one licensed Einstein Activity Capture user. Then, all Salesforce users in your company can use the activity
metrics fields. If you have only Standard Einstein Activity Capture users, you can’t use Activity Metrics.
• If you plan to use Shared Activities, turn it on before you turn on Activity Metrics. This sequence helps keep the activity data consistent
in Salesforce.

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Sales Productivity Salesforce Inbox

Turning On and Off

• Although Activity Metrics must be turned on in Lightning Experience, Activity Metrics fields are available in Lightning Experience
and Salesforce Classic.
• The procedure for turning off Activity Metrics differs depending on whether Activity 360 Reporting is enabled. To turn off Activity
Metrics when Activity 360 Reporting is enabled, contact Salesforce Customer Support. If Activity 360 Reporting isn’t enabled, turn
off the Activity Metrics switch in Einstein Activity Capture Settings in Setup.

SEE ALSO:
Activity Metrics

Salesforce Inbox
Inbox features increases sales reps’ productivity on every email message, whether they’re on the go or at their desk.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

An Inbox license unlocks Inbox features in the Outlook integration, Gmail integration, and Lightning Experience, and also provides access
to the Inbox mobile app.

Outlook and Gmail Integration and Inbox Features

Email integrations let sales reps work with Salesforce data directly in Microsoft Outlook and Gmail or in the Salesforce Inbox mobile
app. Review the features available in each environment.
Set Up Inbox
To set up Salesforce Inbox enable the application for desktop, mobile, or both, select who can use Inbox, and configure Inbox features.
Use Inbox Features
Increase productivity and work smarter and faster with Salesforce Inbox. See relevant Salesforce records along side your email and
events, and relate email messages to Salesforce, keeping your teammates up-to-date with your communications. Access productivity
features where ever you send email.
Salesforce Inbox Mobile Release Notes
Inbox mobile is retired as of February 1, 2024.
Legacy Salesforce Inbox
Legacy versions of the Salesforce Inbox Outlook add-in and Chrome extension are retired. Inbox features are now available in the
Salesforce add-in available in Microsoft AppSource Store and the Chrome Web Store. An Inbox license unlocks the Inbox features
that you use today.

SEE ALSO:
Outlook and Gmail Integration and Inbox Features

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Outlook and Gmail Integration and Inbox Features

Email integrations let sales reps work with Salesforce data directly in Microsoft Outlook and Gmail
EDITIONS
or in the Salesforce Inbox mobile app. Review the features available in each environment.
The Outlook integration (with or without Inbox) is available as a Salesforce Outlook add-on from Available in: Salesforce
the Office Store. The Gmail integration (with or without Inbox) is available as a Salesforce Chrome Classic (not available in all
Extension from the Chrome Web Store. The Salesforce Inbox mobile app is available in the Apple orgs) and Lightning
Store or Google Play Store. Some Inbox features are also available when sending email from Lightning Experience
Experience. Available with Sales Cloud,
Note: Inbox features are available with an Inbox, Sales Cloud Einstein, or Sales Engagement Service Cloud, and Lightning
license. Sales reps with an Inbox permission set can access Inbox features from their desktop Platform in: Essentials,
Group, Professional,
email applications, Lightning Experience, and the standalone app.
Enterprise, Performance,
The table lists the features available in each environment. Unlimited, and Developer
Editions
Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox
Integration Integration with Mobile App (iOS
(Desktop) Inbox (Desktop) and Android)
Use the Lightning App
Builder to customize
the layout and features
that reps see (admins
only)

Add Lightning
components, including
AppExchange
components (admins
only)

Log emails and events

to Salesforce records

Log emails and events

to Salesforce records
(Custom objects (Custom objects
created from custom
available via search) included as suggested
objects
records)

Log emails and events

to Salesforce records
(Outlook Only) (Outlook Only)
from a shared folder

Create Salesforce
contacts, leads, and
other records

Log a call using a

global action*
(Log manually) (Log manually) (Prompts to log)

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Sales Productivity Salesforce Inbox

Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox Mobile
Integration (Desktop) Integration with Inbox App (iOS and Android)
(Desktop)
Use Lightning and HTML email
templates

Report on activities
(Via the Activities Dashboard)

Insert available times for internal

and external meetings and
schedule meetings on behalf of
a colleague**

Insert a scheduling link allowing

the recipient to create internal
and external meetings at a time
that works for them**

Insert 3 times for the first

available meeting for each of the
next three business days,
excluding the current business
day

Schedule emails to send later**

View, edit, and create text

shortcuts

Know when recipients open

emails

Know when recipients click links

in emails

Receive notification when

recipients open emails

Receive follow-up reminders if

you’ve received no reply

Send email using email actions

from record details

*In Inbox for iOS, prompting to log a call is always on. To receive the prompt, make sure iOS systems notifications are enabled for Inbox.
In Inbox for Android, turn prompting on or off in the settings in the Inbox app.
**Also available when sending an email from Lightning Experience if you have an Inbox license.

Note: When using email integrations, you can log emails to cases but not send an email directly from a case.

Some Einstein features, available in Lightning Experience, are also available.

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Sales Productivity Salesforce Inbox

Feature Outlook and Gmail Outlook and Gmail Salesforce Inbox Mobile
Integration (Desktop) Integration with Inbox App (iOS and Android)
(Desktop)
Einstein Activity Capture for
automatic email and event
logging

Einstein for Sales: Sales Emails

Lead Scoring

Opportunity Scoring

Opportunity Insights

Account Insights

Email Insights

Recommended Connections

SEE ALSO:
Outlook Integration System Requirements
Gmail Integration System Requirements
Salesforce Inbox
Email Customers
Einstein Features in Sales Cloud

Set Up Inbox
To set up Salesforce Inbox enable the application for desktop, mobile, or both, select who can use
USER PERMISSIONS
Inbox, and configure Inbox features.
To set up Inbox
Available in: Lightning Experience • Customize Application
and Modify All Data
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
Performance, and Unlimited Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Tip: After setting up Inbox, make sure that users get their preferred client apps from the various app stores.

Salesforce Inbox System Requirements

Before you set up your sales reps to use Inbox features, confirm that your email server, application, accounts, and mobile operating
systems meet the system requirements.

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Sales Productivity Salesforce Inbox

Considerations for Setting Up Inbox

Before setting up Inbox, consider how your sales reps use its features, which features you want to enable, and how Inbox interacts
with other Salesforce configurations.
Considerations for Tracking Emails Sent from Salesforce Inbox
Before you enable email tracking for your sales reps, review the key considerations for how emails are tracked.
Considerations for Inbox Now in Salesforce Inbox Mobile
Keeps these considerations in mind when using Inbox Now in Salesforce Inbox mobile. Inbox mobile is retired as of February 1, 2024.
Turn On Salesforce Inbox
An administrator must enable Inbox features.
Select Who Can Use Inbox Features
A standard permission set for Inbox is created for you when your org is set up. Make sure that all permissions that you need are
enabled, and then assign the permission set to users.
Enable and Configure Inbox Features
Use the Salesforce Inbox page in Salesforce Setup as your guide to set up features such as email tracking.
Verify Inbox Licenses
Access to Salesforce Inbox is available with an Inbox license and the assignment of an Inbox permission set. Inbox is also available
with Sales Engagement and Sales Cloud Einstein and their associated permission sets. To verify your Inbox licenses, view how many
licenses are assigned and which users have each permission set.

SEE ALSO:
Inbox Clients
Salesforce Inbox
External link: Customer Success Event Calendar

Salesforce Inbox System Requirements

Before you set up your sales reps to use Inbox features, confirm that your email server, application, accounts, and mobile operating
systems meet the system requirements.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Outlook Integration with Inbox

Users with an Inbox license have access to Inbox features in the Outlook integration. The system requirements are the same as for Outlook
integration without Inbox features enabled.

Gmail Integration with Inbox

Users with an Inbox license have access to Inbox features in the Gmail integration. The system requirements are the same as for the
Gmail integration without Inbox features enabled.

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Sales Productivity Salesforce Inbox

Salesforce Inbox Mobile App

What Requirements
Device operating system • iOS 11.0 or later

• Android 6.0 or later

Email server See the Outlook integration and Gmail integration requirements for server details.
Inbox mobile app must connect directly to the Exchange ActiveSync server. If access to the ActiveSync server
requires VPN access, then the mobile device must also have VPN access.
For more server considerations, see the setup sections for Outlook and Gmail and the Salesforce Email
Integration Security Guide.

Email account One of the following email accounts:

• G Suite Gmail
• Free Gmail
• Exchange online with Office 365
• Exchange 2019, 2016, 2013 on premises
outlook.com email accounts aren’t supported in Inbox mobile app.

Mobile device Inbox mobile has limited support for Mobile Device Management. See the Salesforce Email Integration
management Security Guide for details.

Inbox Features in Email from Lightning Experience Desktop

Users with an Inbox license have access to some Inbox productivity features, such as scheduling emails to send later, from Lightning
Experience desktop. The system requirements are the same as for your email setup in Lightning Experience.

SEE ALSO:
Outlook Integration System Requirements
Gmail Integration System Requirements
Set Up the Integration with Outlook
Set Up the Integration with Gmail
Knowledge Article: What are the Salesforce IP Addresses and Domains to allow?
Implementation Guide: Salesforce Email Integration Security Guide

Considerations for Setting Up Inbox

Before setting up Inbox, consider how your sales reps use its features, which features you want to enable, and how Inbox interacts with
other Salesforce configurations.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

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Sales Productivity Salesforce Inbox

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

• An Inbox license unlocks Inbox features in the Outlook integration, Gmail integration, and Lightning Experience, and also provides
access to the Inbox mobile app.
• To use Salesforce Inbox, users must have Microsoft Exchange or Gmail accounts.
• Turning on Inbox features in Government Cloud and Government Cloud Plus organizations can send data outside the authorization
boundary. Contact your Salesforce account executive for more details.
• Inbox is supported in sandbox orgs. If you’re creating a sandbox from a production org that has Inbox enabled, you must enable
Inbox in the sandbox org again. It’s disabled in the sandbox org by default.
• To set up Inbox in Outlook or Gmail, first set up the Outlook or Gmail integration base experience. Then, extend the integrations to
include Inbox features, and set up Inbox users. Any customizations that you make to the Outlook and Gmail integration panes don’t
apply to Inbox mobile. That customization includes the publisher layout, which determines what types of records reps can create
from Inbox mobile. In Inbox mobile, reps can only create contacts, leads, opportunities, cases, and tasks.
• If Inbox users have issues with their connected account, such as emails not tracking or available times not updating, we recommend
that users delete their account and connect it again.
• Add Inbox mobile for iOS to Microsoft Intune for Mobile Application Management (MAM) and Mobile Data Management (MDM) for
Office 365 email accounts. See the Salesforce Email Integration Security Guide for details.
• When creating a Salesforce record from an Inbox client, the validation rules, triggers, and required fields associated with the object
from Salesforce are applied. Inbox mobile doesn’t support text plus picklist combination fields.
• The fields available when reps create an event in the calendar in Inbox mobile are specific to Inbox mobile. These fields can be
different than the fields reps see when creating an event in Salesforce.
• Users see page layout updates made in Salesforce after logging out and back in to Inbox, or 24 hours after the change is made,
whichever happens first.
• To log email activity automatically, enable Einstein Activity Capture along with Inbox. If you don't enable Einstein Activity Capture,
sales reps can still add records and log emails directly to Salesforce from their Inbox client. You can select which users have access
to the feature.
• Because Inbox and Einstein Activity Capture use the same data, data is stored in Amazon Web Services (AWS), regardless of Einstein
Activity Capture being on. Automatically captured emails and activities are retained for 24 months by default. You can adjust the
retention period to be as short as 30 days and as long as 5 years. After the selected time frame, all data is deleted from storage and
isn’t available in the Activity Time Line or dashboards. This policy doesn’t apply to emails that are manually logged from Inbox to
Salesforce, which are stored as EmailMessage records in Salesforce.
• Sending or receiving emails from addresses that contain non-Latin-based characters isn’t supported in Inbox.

SEE ALSO:
Set Up Inbox
Einstein Activity Capture
Data Retention for Einstein Activity Capture and Inbox
Guidelines for Setting Up the Outlook Integration
Guidelines for Setting Up the Gmail Integration
Email Address Internationalization (EAI)
Security Guide: Salesforce Email Integration Security Guide

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Sales Productivity Salesforce Inbox

Considerations for Tracking Emails Sent from Salesforce Inbox

Before you enable email tracking for your sales reps, review the key considerations for how emails are tracked.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

General Email Tracking Considerations

• To restrict access to email tracking, from Setup, turn off email tracking in the Salesforce Inbox page.
• The sender’s email and the recipient’s email must allow for images with an email for email tracking to work correctly.
• The Feed available in Inbox mobile shows all sales engagement and alert information for emails across Salesforce. The sales engagement
data that reps see on the Feed tab depends on the features enabled in Salesforce.
• An email set for tracking is tracked indefinitely.
• Tracking information is gathered in regular, timed cycles. If a recipient opens an email multiple times in one gathering cycle, only
the first opening is tracked. If the recipient opens the email again in a different cycle, that opening is tracked as a separate opening.
• Emails opened in an email web client can show as Viewed from Mobile when the exact email client can’t be verified.
• Email tracking can work unexpectedly if recipients open tracked emails in Apple Mail on devices running iOS 15, iPadOS 15, macOS
Monterey, or watchOS 8.

Email Tracking Push Notifications

To receive push notifications each time a recipient opens a tracked email, these settings are required.
• Mobile device settings allow notifications from Inbox.
• The Inbox app setting Tracked Email Was Open notification is on.
• The Smart Tools menu, Email Tracking option is on.
If the Inbox app is open, reps can find notifications about tracked emails in the Feed tab available in the More menu. Push notifications
aren’t sent if the rep is in the app. In the Feed, the read count for an email updates each time the recipient opens the email.

Email Tracking Limitations

• The count for opened emails stops at 101 opens. Additional email opens aren’t reflected in the summary.
• Email open tracking details indicate each time an email was opened, but don't indicate which user in the group opened the email.
• If an email is forwarded or opened from a Sent folder, the tracking information reflects the original opener of the email as the recipient,
not the recipient of the forwarded email.
• When sales reps log a tracked email from the Outlook or Gmail integration with Inbox, the email tracking information appears in the
activity timeline. But when reps log a tracked email from the Inbox mobile app, the email tracking information is available in the
Inbox feed.

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Sales Productivity Salesforce Inbox

• If the recipient's email client or browser doesn’t support TLS 1.2, the sender doesn’t receive tracking information when the email is
opened.

SEE ALSO:
Email Considerations for Sales Engagement
Knowledge Article: Salesforce Inbox Email Tracking and Apple Privacy Policy

Considerations for Inbox Now in Salesforce Inbox Mobile

Keeps these considerations in mind when using Inbox Now in Salesforce Inbox mobile. Inbox mobile is retired as of February 1, 2024.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

• Inbox Now is available on the Salesforce Inbox mobile app on the iPhone and Android phones. Inbox Now isn’t available in landscape
mode on Android or in the desktop versions of Inbox.
• Inbox Now is available to all Salesforce Inbox mobile users and is on by default.
• Inbox Now includes an insight feed that contains email, calendar, and task insights. To include email insights, enable Einstein Activity
Capture and ensure that Email Insights is turned on. The insight feed includes email insights for all enabled and connected email
accounts.
• Select the type of insights they see in Inbox Now using the Now Settings option in the app settings.

SEE ALSO:
Knowledge Article: Salesforce Inbox Mobile App Retirement
Einstein Activity Capture
Sales Cloud Einstein Insights
Turn On Einstein Email Insights

Turn On Salesforce Inbox

An administrator must enable Inbox features.
USER PERMISSIONS
Available in: Lightning Experience To set up Inbox:
• Customize Application
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, and Modify All Data
Performance, and Unlimited Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Note: This setting is already enabled for users of the Starter edition.

1. From Setup, enter Inbox in the Quick Find box, then select Setup Assistant under Inbox.

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Sales Productivity Salesforce Inbox

2. Enable Make Inbox Available to Users.

Inbox features are now on. Be sure to assign the appropriate permission sets to users who need access to Inbox features, and complete
any configuration to enable or disable features.

Note: Inbox features are included in Sales Cloud, but the Inbox mobile app and some Einstein Activity Capture features aren’t
available in Professional and Enterprise Editions. Users with Professional and Enterprise Editions have access to Einstein Activity
Capture Standard.

Select Who Can Use Inbox Features

A standard permission set for Inbox is created for you when your org is set up. Make sure that all
USER PERMISSIONS
permissions that you need are enabled, and then assign the permission set to users.
To assigning permission
Available in: Lightning Experience sets:
• Customize Application
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, and Modify All Data
Performance, and Unlimited Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Important: If you use Sales Cloud Einstein, Inbox permissions are included in the Sales Cloud Einstein permission set. If you use
Sales Engagement, Inbox permissions are included in the Sales Engagement User permission set.
1. From Setup, enter Permission Sets in the Quick Find. Then, select Permission Sets.
2. Click one of the standard permission sets for Inbox:
• Inbox With Einstein Activity Capture gives access to Einstein Activity Capture and the Activities dashboard along with Inbox
features.
• Inbox Without Einstein Activity Capture gives access to Inbox features, and manually logging emails and events without
Einstein Activity Capture.
• Inbox Included gives access to Inbox features, and manually logging emails and events without Einstein Activity Capture.
• Sales Cloud Included Bundle gives access to Inbox features and other Sales Cloud Included features, such as Salesforce Meetings
and Einstein Lead Scoring.
• Sales Engagement Basic gives access to basic productivity features.
Inbox is included with Performance and Unlimited editions. If you have users who accessed Inbox through the Inbox, Sales Cloud
Einstein, or Sales Engagement license before Summer ’22, we recommend that you assign those users to the Inbox Included or Sales
Cloud Included Bundle permission set, or a custom permission set that includes the Inbox permission. To make these assignments,
assign the new permission set to your users before removing the old permission set. Beginning in Summer ‘22, you can’t add users
to the old Inbox, Sales Cloud Einstein, or Sales Engagement permission sets.

3. To assign the permission set to users, select Manage Assignments.

SEE ALSO:
Verify Inbox Licenses
Select Who Can Use Sales Cloud Einstein
Assign Permission Sets for Sales Engagement Users

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Sales Productivity Salesforce Inbox

Enable and Configure Inbox Features

Use the Salesforce Inbox page in Salesforce Setup as your guide to set up features such as email tracking.

Give Inbox Users Access to the Activities Dashboard

The Activities dashboard provides a summary of sales activities, including the ones added with Einstein Activity Capture. When you
use Einstein Activity Capture along with Inbox, access to the Activities dashboard is available through the Einstein Analytics for Sales
Cloud permission set. You can assign the permission set to up to five users. All other Inbox users have read-only access to the Activities
dashboard.
Disable Email Tracking for Inbox Users
If your company prefers to not track when and where customers open email messages from Inbox, you can prevent all users from
receiving tracking information.

Give Inbox Users Access to the Activities Dashboard

The Activities dashboard provides a summary of sales activities, including the ones added with
EDITIONS
Einstein Activity Capture. When you use Einstein Activity Capture along with Inbox, access to the
Activities dashboard is available through the Einstein Analytics for Sales Cloud permission set. You Available in: Lightning
can assign the permission set to up to five users. All other Inbox users have read-only access to the Experience
Activities dashboard.
Available with Sales Cloud
1. Make sure that Einstein Activity Capture is enabled.
in: Professional (when API
2. From Setup, enter Permission Sets in the Quick Find box, and then select Permission access is purchased),
Sets. Enterprise, Performance,
and Unlimited Editions
3. Click the Einstein Analytics for Sales Cloud permission set, and assign it to up to five users.
Assigned users can view activity reports from the Analytics tab or Analytics Studio. Available with Sales Cloud
4. To make that sure all other Inbox users have read-only access to the Activities dashboard, go Einstein, which is available
for an extra cost in:
to the Inbox With Einstein Activity Capture permission set. Then, make sure the Access to
Enterprise, Performance,
View-Only Licensed Templates and Apps permission is enabled. If you created a custom
and Unlimited Editions
permission set for Inbox, go to it and enable the permission.
Users can view activity reports from the Activities Dashboard tab, not Analytics Studio. Available with Inbox, which
is available for an extra cost
in: Professional (when API
access is purchased),
Enterprise, Performance,
and Unlimited Editions

Available with Sales

Engagement, which is
available for an extra cost
in: Enterprise, Performance,
and Unlimited Editions

USER PERMISSIONS

To give users access to

activity reports:
• Customize Application
AND Modify All Data

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Sales Productivity Salesforce Inbox

Disable Email Tracking for Inbox Users

If your company prefers to not track when and where customers open email messages from Inbox,
USER PERMISSIONS
you can prevent all users from receiving tracking information.
To set up Inbox:
Available in: Lightning Experience • Customize Application
AND Modify All Data
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
Performance, and Unlimited Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Note: An Inbox license isn’t required for tracking emails sent from Lightning Experience.

To turn off email tracking for all Outlook and Gmail integration with Inbox and Inbox mobile and use the Salesforce Inbox Setup Assistant
page in Salesforce Setup. Turn off Email Tracking.
To turn off email tracking for only select Outlook and Gmail integration with Inbox users, use the Lightning App Builder. Remove the
email tracking components from a custom email application pane and assign that pane to the appropriate user profiles.

SEE ALSO:
Use and Filter Email Open Tracking
Customize the Email Application Pane for Outlook and Gmail

Verify Inbox Licenses

Access to Salesforce Inbox is available with an Inbox license and the assignment of an Inbox
USER PERMISSIONS
permission set. Inbox is also available with Sales Engagement and Sales Cloud Einstein and their
associated permission sets. To verify your Inbox licenses, view how many licenses are assigned and To view permission set
which users have each permission set. licenses:
• View and Setup
Available in: Lightning Experience Configuration

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise,
Performance, and Unlimited Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. From Setup, enter Company Settings in the Quick Find box, then select Company Information.
2. To view the total number of licenses and the number of licenses in use, find Inbox in the Permission Set Licenses related list.
Inbox features are also available with Sales Engagement and Sales Cloud Licenses. Check the list for those permissions if you don’t
have standalone Inbox licenses.
To verify which users are assigned to a permission set, from Setup, enter Users in the Quick Find, then select Permission Sets.
Select a permission set and manage its assignments to see which users have the permission set assigned.

SEE ALSO:
Select Who Can Use Inbox Features

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Use Inbox Features

Increase productivity and work smarter and faster with Salesforce Inbox. See relevant Salesforce records along side your email and events,
and relate email messages to Salesforce, keeping your teammates up-to-date with your communications. Access productivity features
where ever you send email.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

After Salesforce 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.

Inbox Clients
Each user needs an Inbox client to access Inbox features. To support common Google™ and Microsoft® email platforms for desktop
and mobile devices, we offer several client options. Get the client that is right for your environment.
Install the Inbox Clients
To use Inbox, install the client that works with your platform and email account.
Use Inbox Features in Outlook and Gmail
Increase productivity and work smarter and faster with Salesforce Inbox features in Microsoft Outlook® or Gmail™.
Use Inbox Mobile
Increase productivity and work smarter and faster while you’re on the go with the Salesforce Inbox mobile app. Inbox mobile is
retired as of February 1, 2024.

SEE ALSO:
Considerations for Setting Up Inbox
Set Up Inbox

Inbox Clients
Each user needs an Inbox client to access Inbox features. To support common Google™ and Microsoft® email platforms for desktop and
mobile devices, we offer several client options. Get the client that is right for your environment.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Inbox Client Supported Email Accounts

Standalone Inbox Mobile App for iOS™ Devices Gmail
Microsoft Office 365®
Microsoft Exchange 2016, 2013, and 2010

Standalone Inbox Mobile App for Android™ Devices Gmail

Microsoft Office 365
Microsoft Exchange 2016, 2013, and 2010

Outlook integration with Inbox Microsoft Office 365

Works with Outlook on the web and Outlook 2016 and 2013 on Microsoft Exchange 2019, 2016, or 2013 on-premises
Windows PC. Your Exchange administrator can push the app to
Outlook users from the Exchange Admin Center.

Gmail integration with Inbox G Suite Gmail

SEE ALSO:
Use Inbox Features

Install the Inbox Clients

To use Inbox, install the client that works with your platform and email account.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. Download and install the Inbox client for your platform.

• iOS™ app
• Android™ app
• Salesforce add-in (Outlook). See Get Access to Salesforce in Microsoft Outlook on page 267 to enabling the add-in in Outlook
after it downloads. If you don’t have access to the Microsoft AppSource store, ask your Exchange admin for help.
• Salesforce extension (Gmail)

2. When prompted during installation, log in to Salesforce.

SEE ALSO:
Inbox Clients
Use Inbox Features

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Use Inbox Features in Outlook and Gmail

Increase productivity and work smarter and faster with Salesforce Inbox features in Microsoft Outlook® or Gmail™.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Inbox features are available in the Outlook and Gmail integrations. An Inbox license unlocks the Inbox-specific productivity tools in the
integrations. See the Outlook and Gmail Integration on Desktop section of Salesforce Help for details about using Inbox features in the
integrations.

Pin the Salesforce Panel in Outlook Desktop So It’s Always Open

In supported versions of Outlook, you can pin the Salesforce side panel so that it stays open as you move through emails.

SEE ALSO:
Use the Outlook and Gmail Integrations
Do More While Composing Emails in Outlook and Gmail

Pin the Salesforce Panel in Outlook Desktop So It’s Always Open

In supported versions of Outlook, you can pin the Salesforce side panel so that it stays open as you move through emails.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

The pin is supported in the following versions and builds of Outlook:

• For Current or Office Insider channels users, the pin is available in Outlook 2016 for Windows build 7668.2000 and later.
• For Outlook on the web users, the pin is available if the backend is Office 365.
• For new or legacy Outlook for Mac users, the pin is available in version 16.13.180513 and later.
• For Deferred channel users, the pin is available 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.

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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 or the Outlook integration.

2.
Click in the upper-right corner of Salesforce side panel. The image changes to .
In the Outlook integration with or without Inbox, pin the panel open while reading an email. Pin the panel open again while
composing an email to ensure that the panel is always open.

Use Inbox Mobile

Increase productivity and work smarter and faster while you’re on the go with the Salesforce Inbox mobile app. Inbox mobile is retired
as of February 1, 2024.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Note: Stay up-to-date with what’s happening in Inbox when you’re not in the app. Make sure that notifications are enabled for
Inbox in your device’s notification settings. Select the notifications you want to receive in the Settings menu in Inbox mobile.

Inbox Mobile Settings

Inbox mobile contains settings to personalize your experience in the app. For example, select the notification types you receive, set
your work hours, and define settings for your email such as the swipe direction to dismiss emails.
Email in Inbox Mobile
The Inbox tab in Salesforce Inbox mobile provides access to all the email from your connected and selected email accounts in one
place. You can receive email and send email, log emails to Salesforce, and create Salesforce records directly from an email.
Inbox Mobile Calendar
The Inbox mobile calendar shows events from your connected and selected email account and calendars that are shared with you.

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Search in Inbox Mobile

Search for emails, records, contacts, and other information in Salesforce Inbox mobile. Search returns relevant results for the area of
the app you are in. Get a high-level look at how search works in Inbox mobile.
Close Deals Faster with Inbox Now in the Salesforce Inbox App
Inbox Now is a single place to access today’s events, calls, and tasks so you can prepare for your day with maximum efficiency.
Work with Salesforce Data in Inbox Mobile
With the Salesforce Inbox mobile app, you can access Salesforce data from an email and create Salesforce records. Using the app
saves you time and helps ensure that Salesforce has the most up-to-date communications.
Boost Productivity on Every Email in Inbox Mobile
You already use email to work smarter. Use productivity tools while working with your emails to work even faster and smarter.
Work Offline in the Salesforce Inbox App on iOS and Android
Many Salesforce Inbox app features are available when you’re offline. You can still be productive even if you have a bad cellular
connection, are in airplane mode, or are checking in from your vacation cabin.

SEE ALSO:
Knowledge Article: Salesforce Inbox Mobile App Retirement

Inbox Mobile Settings

Inbox mobile contains settings to personalize your experience in the app. For example, select the notification types you receive, set your
work hours, and define settings for your email such as the swipe direction to dismiss emails.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

To explore the settings available, tap More and then tap Settings. The Settings section is also where you connect different email
accounts, and reconnect your Salesforce account.

Email in Inbox Mobile

The Inbox tab in Salesforce Inbox mobile provides access to all the email from your connected and selected email accounts in one place.
You can receive email and send email, log emails to Salesforce, and create Salesforce records directly from an email.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Email Settings
• Personalize your email inbox with the settings in the Email Settings sections of the Settings in the app. For example, set the swipe
direction for snoozing messages, add your email signature, and select whether to show email conversations threaded together.
• You’re prompted to connect your email address the first time you access Inbox. To connect another email account or to disconnect
an account, go to the Connected Accounts section of the Settings in the app.
• In Inbox mobile on iOS, set the number days of emails to sync for an account in the Connected Accounts section of Settings in the
app.
• In Inbox mobile on iOS, set the browser you prefer to use to open links from the app. The app defaults to Safari. In Inbox mobile on
Android, use Default Apps in the Android system settings to select your preferred browser.

Email Availability
When you connect an email account to the Inbox app, your emails from that account are available in the Inbox tab. As you scroll through
your inbox, additional messages are loaded based on the account type that you connected.
• For Office 365 accounts, the 200 most recent email messages are available.
• For Microsoft Exchange accounts, the Mail Days to Sync option in the Connected Account settings in the app determines how many
emails are available.
• For Gmail accounts, all emails available on the Gmail server are available.

Email Management
• Use the menu to select the connected accounts to include in the email view and which folders within those accounts you want
to view. From the same menu, filter emails to see messages that are marked as unread, scheduled to send later, archived, or snoozed.
• Swipe a message to the right to snooze it for later to move it to a different folder. Snoozed messages reappear in your inbox at the
time you select. Swipe to the left to archive a message. Customize your swipe directions and behaviors in Email Settings.
• To take the same action on multiple emails at once, use Select Messages or tap and hold on a message.
• From within an email, create or view related Salesforce records (1), log the email to Salesforce to keep your teams in sync (2), and

review profiles and recommended connections (3).

• To view engagement information for emails you set to track, tap More, and then tap Feed.

Email Composition
To compose an email, tap the Inbox icon in the toolbar at the bottom of the app. Then tap the Compose icon in the top right of the
screen.

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From the body of the email, use the Insert option to access text shortcuts, Salesforce templates, files, and other items for quick addition
to the email. Use the Smart Tools option to set a reminder to follow up, turn on tracking for the email, or to schedule the email to send
later.

Email Limitations
• Email signatures can only contain text. Images aren’t supported.
• The size limit for an email message, including its attachments that you can log to Salesforce, follows the file size and sharing limits
for Salesforce.
• The size limit for emails that you send from Inbox depends on your email provider.

SEE ALSO:
File Size and Sharing Limits
Log Emails Manually in Inbox Mobile
Create Salesforce Data from Inbox Mobile
Get a Quick Overview with Contact Cards in Inbox Mobile
Boost Productivity on Every Email in Inbox Mobile

Inbox Mobile Calendar

The Inbox mobile calendar shows events from your connected and selected email account and calendars that are shared with you.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Calendar Views
You can view events from multiple calendars at the same time. Tap in the upper left to select:
• Which calendars to view. You can view more than one calendar at once.
• How many days to display at a time. Use the Agenda view to see days in a scrolling feed format.
• Whether to show events that you declined.

Calendar Events
• To add an event, tap the plus icon and complete the event details. The fields available when you create an event in the calendar in
Inbox mobile are specific to Inbox mobile. These fields can be different than the fields available when creating an event in Salesforce.
• To see event details, tap the calendar event to open it. You can access attendee profiles and event details, and you can view associated
Salesforce records.
• To set event alerts and whether to show your calendar as free or busy, tap the icon in the upper-right corner and tap Edit.
• To delete an event, tap the icon in the upper-right corner and tap Delete.
• To join a meeting by phone or video link, tap the phone number and video conference link in the event.

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Tip: To see a focused view for what’s happening today with helpful insights, tap Now in the navigation bar for the latest Inbox
experience.

Calendar Limitations
• The calendar doesn’t show events that are on your Salesforce calendar unless your Salesforce admin configures your system to sync
events. To sync your calendar with Salesforce, ask your Salesforce admin for help.
• Shared calendar events are supported for Gmail and Office 365 email accounts but not for Exchange email accounts. If you’re not
sure what type of email account you have, ask your IT department for help.
• Using colors to categorize events that you create in your Inbox calendar isn’t supported. However, events created in Gmail or Outlook
show in the color used in those applications.

Calendar Troubleshooting
If your calendar doesn’t refresh or you’re not seeing the events you expect on your calendar, try the following:
• Make sure that your calendar or events aren’t displaying because of a limitation in the calendar functionality.
• Tap in the upper left and make sure that the correct calendar is selected to view.
• Move to another Inbox tab and then return to the calendar to refresh the calendar view.
• Disconnect and reconnect your email account in the Connected Accounts section the app settings.

SEE ALSO:
Log Events Manually in Inbox Mobile

Search in Inbox Mobile

Search for emails, records, contacts, and other information in Salesforce Inbox mobile. Search returns relevant results for the area of the
app you are in. Get a high-level look at how search works in Inbox mobile.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

General Search Considerations

Keep the following considerations in mind when searching from anywhere in Inbox mobile.
• To start your search, enter at least two characters.
• Search typically returns from 25 to 30 results, depending on the exact search query. To see all the returned results, scroll through
the results page.
• The search looks for matches in the Name field and email address fields.
• When searching for Salesforce records, results are returned only for objects selected as your favorites.

Tip: Use favorite objects to customize the object types shown in Inbox mobile and to prioritize the order they display in search
results. Select your favorite objects in the Salesforce Settings section of Settings in the app.

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Inbox Tab
Use the search available in the Inbox tab to search for emails in the accounts connected to the app. The search looks for emails available
on the server for each connected account, not just the emails that are shown in the Inbox tab. The search results include emails that
match part of an email address, subject, or content in the email body.

Log Emails to Salesforce

When searching for Salesforce records to log an email to, the search returns any associated records. For example, if an account matches
your search, the associated contacts are also returned in the search results.

Email Recipients and Event Attendees

Use search when composing an email or creating an event to find recipients and attendees, including when you use the insert availability
feature. Search results are returned for contacts from the following locations.
• The address book of the account or accounts that are connected to the app. See your connected accounts in Settings. (Android
only).
• Contacts in the connected Salesforce organization that have an email address.

Contacts Tab
Use the search in the Contacts tab, available in the More menu, to find your contacts quickly. Choose to search for contacts in your
address book, which is populated and created from calendar and emails synced from the connected email account. This list doesn’t
contain contacts from your phone’s address book, or the address list in your connected email account.
Or, choose to search for contacts in the connected Salesforce organization.

Close Deals Faster with Inbox Now in the Salesforce Inbox App
Inbox Now is a single place to access today’s events, calls, and tasks so you can prepare for your day with maximum efficiency.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Note: Inbox Now is available on the Salesforce Inbox mobile app on the iPhone and Android phones. Inbox Now is not included
with the Salesforce Inbox productivity features available in the desktop email integrations.

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Sales Productivity Salesforce Inbox

Inbox Now features a carousel of your day’s events from your primary calendars (1). The carousel includes internal events that you
organized and events that you’re attending. It also includes external events that you organized and events that you have permission to
edit. The carousel includes events you’ve accepted, responded to as tentative, or haven’t yet responded to. Your next event appears first,
and you can swipe to see upcoming events and events that happened earlier today. For each event, access key information about the
event’s primary record, such as notes, activities, and related records (2). Tap the actions to get directions to the location or join the event
by phone (3). When the event is over, new actions to create an event or a task appear.

Note: Events from non-primary calendars, such as Holidays and Shared Calendars aren’t included in the event carousel.

Inbox Now also includes the latest insights about events, emails, and tasks (4). Each insight includes unique actions. For example, if you
have an event happening today that’s missing a dial-in number or location, you see the Missing Event Information insight. Tap the action
to add the missing event details (5). The Now Settings selections in the Salesforce Inbox app and whether your admin enabled Einstein
Email Insights determines the type of insights you see in Inbox Now.

Tip: To focus on a subset of insights, filter by category. Tap and select the insight types to show.

SEE ALSO:
Considerations for Inbox Now in Salesforce Inbox Mobile
Configure Inbox Now
Record Overviews from Inbox Now in the Salesforce Inbox App

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Configure Inbox Now

Set your preferred map application and insight settings for Inbox Now. From the Salesforce Inbox
USER PERMISSIONS
app, go to the Now Settings.
To use Inbox on iOS or
Available in: Lightning Experience Android:
• Inbox With Einstein
Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Activity Capture or Inbox
Performance, and Unlimited Editions Without Einstein Activity
Capture
All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. In the toolbar at the bottom of the Inbox app, tap More.

2. Select Settings, and then Now Settings.
3. Set how long an insight remains in Inbox Now before being dismissed (1).
This setting doesn’t apply to the Missing Information insight and Pending Guests insight, which only appear until one minute after
the event ends.

4. Turn insights for calendar events, tasks, or emails on or off (2).

If you turn off a type of insight, no insights of that type appear in Inbox Now. For example, if you turn off task insights, insights about
tasks that have passed their due date don’t appear in Inbox Now.

5. Set which map app launches when you tap to get directions to an event (3).

SEE ALSO:
Close Deals Faster with Inbox Now in the Salesforce Inbox App

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Sales Productivity Salesforce Inbox

Record Overviews from Inbox Now in the Salesforce Inbox App

Every event includes key information about the primary Salesforce record that’s associated to it. Use the snapshot of data in the record
overview to gather context about the account, contact, or opportunity associated with an event.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

If there isn’t a record associated with the event, tap Add Related Record to add an account, contact, or opportunity.

Note: To view the record information in Inbox, you need access to the record in Salesforce.

From the record overview, view activity such as notes and next steps, and related records (1). Some records have more details available
outside of Inbox, such as in the full Salesforce site or the Quip app. Tap to see details outside Inbox (2). Create related tasks and
events associated to a record without leaving Inbox (3). To see the full record in the Salesforce, tap View Record in Salesforce (4).

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Work with Salesforce Data in Inbox Mobile

With the Salesforce Inbox mobile app, you can access Salesforce data from an email and create Salesforce records. Using the app saves
you time and helps ensure that Salesforce has the most up-to-date communications.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Access Salesforce Data in Inbox Mobile

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 Emails and Events
Salesforce records are matched to emails and events in Salesforce Inbox mobile and the Outlook and Gmail integrations using specific
criteria.
Create Salesforce Data from Inbox Mobile
If you don’t see the record you’re looking for, you can create leads, contacts, cases, or opportunities directly from your email.
View Your Salesforce Tasks in Inbox Mobile
See your Salesforce tasks directly in Inbox mobile.
Create Salesforce Tasks from Inbox Mobile
It’s such a time-saver to create Salesforce tasks without leaving your email app.
Log Events Manually in Inbox Mobile
From the Salesforce Inbox mobile app, create events and log them to Salesforce.
Log Emails Manually in Inbox Mobile
From the Salesforce Inbox mobile app log emails to cases, tasks, and other favorite objects in Salesforce.
Get a Quick Overview with Contact Cards in Inbox Mobile
At a glance, access a quick summary of the Salesforce contact information for recipients on an email.

SEE ALSO:
Use Inbox Features
Work Offline in the Salesforce Inbox App on iOS and Android

Access Salesforce Data in Inbox Mobile

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.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Sales Productivity Salesforce Inbox

1. Open an email.
2.
Click .

If you also have the Salesforce mobile app installed, you can click a record to jump into the details in Salesforce.

3. To see the details, click a Salesforce record.

SEE ALSO:
Create Salesforce Data from Inbox Mobile
Work with Salesforce Data in Inbox Mobile

How Salesforce Records Are Matched to Emails and Events

Salesforce records are matched to emails and events in Salesforce Inbox mobile and the Outlook
EDITIONS
and Gmail integrations using specific criteria.

Note: If Einstein Activity Capture is enabled, see Guidelines for Capturing Emails and Events Available in: Salesforce
with Einstein Activity Capture on page 382 to learn how Einstein Activity Capture matches Classic (not available in all
orgs) and Lightning
emails and events to Salesforce records.
Experience

Matching Criteria Outlook and Gmail

integrations are available
Record Inbox Mobile App Outlook and Gmail
with Sales Cloud, Service
Integrations with or
Cloud, and Lightning
Without Inbox
Platform: Essentials, Group,
Contacts Returns contacts or leads that have a matching email address in the Email field on Professional, Enterprise,
and Leads the Salesforce record. Contacts and leads are also matched to custom fields with a Performance, Unlimited,
field type of Email. and Developer Editions

Available with Inbox, which

is available in Professional,
Enterprise, Performance,
and Unlimited Editions

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Sales Productivity Salesforce Inbox

Matching Criteria
Record Inbox Mobile App Outlook and Gmail Integrations
with or Without Inbox
Users Returns user records that have a Returns user records that have a
matching email address when the matching email address when the
address also matches a contact or address also matches a contact or lead.
lead. User records are only returned If Enhanced Email is turned on and a user
when the User object is selected as record is returned, the user is selected as
a Favorite. the default people record for an email
or event. If Enhanced Email is turned off,
the matched contact is selected as the
default, if one is returned.
With Outlook Integration, if either
Enhanced Email or Use Enhanced Email
with Outlook (on the Outlook Integration
and Lightning Sync page) is off, the
matching order priority is Contact, then
Lead, and then User. If both Enhanced
Email and Use Enhanced Email with
Outlook are on, the matching order
priority is User, then Lead, and then
Contact.
To log all participants in an email, the
sender’s email address is included when
using the Log Email on Send feature. If
the sender is selected for logging, the
email is logged to the user record, but
an activity for the user isn’t created.
Other related records are returned
according to the selected people record.

Accounts Returns accounts that have a Returns any accounts associated with
matching email domain to the the matched contacts.
Salesforce account.

Opportunities Returns any open opportunities Returns any open opportunities

associated to the matched contacts associated to the matched contacts and
and accounts. opportunity contact roles. We list the first
20 opportunities returned by descending
probability, then by ascending created
date. If you don’t have access to the
Probability field, we list the opportunities
returned by created date only.

Case Returns any cases associated to the matching contact’s account.

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Matching Criteria
Record Inbox Mobile App Outlook and Gmail Integrations
with or Without Inbox
Custom Objects Returns custom objects that have a Returns custom objects that have a
matching email address to one of matching email address to one of the
the following: following:
• Contact lookup field • Contact lookup field
• Custom email address field • Custom email address field
• Leads lookup field • Leads lookup field
If you have an Inbox license, custom
objects are shown in the Related tab for
the selected email. Without an Inbox
license, use search to find the custom
object to log an email to.

Note: The BCC email field isn’t used for matching.

In Inbox mobile, users select the Salesforce object types they want to see as related using the Favorite Objects setting in the app. Only
records of the selected object types are shown as related to an email or event.

Tip: To hide internal records, go to the Salesforce Settings section of the Settings in the app. Tap Suggested Record settings, and
then turn on the Hide Internal Records option. To show records such as tasks and opportunities from a different date range,
adjust the dates in the Start Date and End Date fields.
In the Outlook and Gmail integrations with Inbox, the Salesforce admin defines which types of objects are included when returning
related records. Using the Lightning App Builder, admins place the components for people, accounts, opportunities, cases, and other
records on the Related tab. The components available on the Related tab in the email application pane determine the types of records
shown as related to an email or event. For example, if a component isn’t added to show cases, cases aren’t shown in the Related tab as
a matching Salesforce record.

SEE ALSO:
Guidelines for Using Emails with Einstein Activity Capture
Guidelines for Logging Email from Outlook and Gmail to Salesforce
Log Emails Manually in Inbox Mobile
Log Events Manually in Inbox Mobile

Create Salesforce Data from Inbox Mobile

If you don’t see the record you’re looking for, you can create leads, contacts, cases, or opportunities directly from your email.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Create a Record

To create a record, tap .

To view only what’s required, set the Display required fields only option at the top of the create record screen to on. Specify all the
required information to save and create the records.

Tip: If Account Name is a required field and the account doesn’t exist in Salesforce, create the account in the Salesforce mobile
app.

Use Suggested Person

When creating a contact or lead, select the Suggested Person dropdown in the create record screen. Select the person you want to
create a record for in Salesforce. The first name, last name, and email address populate. If the sender’s email domain matches a company
in Salesforce, the company name is also populated. The auto-populated information could be different than the information you see in
the contact card, which can include third-party data for a contact. If a person on the email exists as a contact in Salesforce, that person
isn’t included in the Suggested Person list.

Note: The first name and last name are populated from the Microsoft Exchange or Google contacts, not from the email message
or calendar event. If that information isn’t available, the pre-populated information includes only the email address.

SEE ALSO:
Access Salesforce Data in Inbox Mobile
Work with Salesforce Data in Inbox Mobile

View Your Salesforce Tasks in Inbox Mobile

See your Salesforce tasks directly in Inbox mobile.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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Tip: To ensure that related tasks are shown for your emails, select Task as a favorite object in the Salesforce Settings section of
the Settings in the app.
1. Tap the Task icon in the bottom navigation menu.
2. To view more details about the task, what it’s related to, or to change the status, tap the task in the list.

Note: Use the Manage your tasks in Salesforce link to view and work with your tasks in the full Salesforce site.

SEE ALSO:
Create Salesforce Tasks from Inbox Mobile
Work with Salesforce Data in Inbox Mobile

Create Salesforce Tasks from Inbox Mobile

It’s such a time-saver to create Salesforce tasks without leaving your email app.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. Tap the Task icon in the bottom navigation menu.

2. Tap the plus icon and select the record type.
3. Complete the required information and save the task.

SEE ALSO:
View Your Salesforce Tasks in Inbox Mobile
Work with Salesforce Data in Inbox Mobile

Log Events Manually in Inbox Mobile

From the Salesforce Inbox mobile app, create events and log them to Salesforce.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. Tap the Calendar icon at the bottom of the screen and tap an event.
2. To log the event to Salesforce, tap the cloud icon.

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3. Enter the event details and tap Save to log the event.
4. Tap Log.

SEE ALSO:
Work with Salesforce Data in Inbox Mobile

Log Emails Manually in Inbox Mobile

From the Salesforce Inbox mobile app log emails to cases, tasks, and other favorite objects in Salesforce.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Log emails to cases, tasks, and other records that have a matching email address in the Salesforce record.

Tip: To show a prompt to log an email when you send a new email, set the Prompt to Log Email option in Salesforce Settings
in your Salesforce Inbox app. In the Inbox mobile app, if an email address matches a contact, lead, account, or opportunity in
Salesforce, you’re prompted to log the email. Emails with addresses that match a record in Salesforce show a next to the
Smart Tools menu. Commonly used email domains such as gmail.com, yahoo.com, and others are always considered to be
external domains. You’re never prompted to log emails you send to someone in the same domain as your connected account.
The prompt doesn’t apply if you use Einstein Activity Capture to automatically log emails to Salesforce.
1. Select the email you want to log to Salesforce. You can select emails in an email folder, including the Sent Message folder to log
emails that you sent.
2. Tap the icon (it’s blue if an address on the email matches an email address on a record in Salesforce).
3. Tap one or more suggested records or search for a different record.
4. To log the email to Salesforce, tap the check mark in the upper right.

SEE ALSO:
Tips for Working in the Outlook Integration with Inbox
Tips for Working in the Gmail Integration with Inbox

Get a Quick Overview with Contact Cards in Inbox Mobile

At a glance, access a quick summary of the Salesforce contact information for recipients on an email.

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Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Open and view a Contact card from any of the following places:
• Inbox. Open an email and click the contact name in From, To, or cc lines.
• Calendar. Open an event and click any of the attendees.
• Contact Gallery. Click any names in the contact list.
You can also use search to find a specific contact and select the contact to view its information.

Note: Contacts shown in Inbox mobile are contacts defined in your email account and Salesforce contact records. Inbox doesn’t
show contacts you’ve saved in your mobile device’s contacts list.
Data for the contact card is gathered from Salesforce, Google or Exchange accounts, parsed signatures, and third-party data sources. If
a contact record doesn’t exist in Salesforce, then a Contact card isn’t available in Inbox.
Select Show All Contact Sources to expand the view to see all the data sources.

SEE ALSO:
Work with Salesforce Data in Inbox Mobile
Create Salesforce Data from Inbox Mobile

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Boost Productivity on Every Email in Inbox Mobile

You already use email to work smarter. Use productivity tools while working with your emails to work even faster and smarter.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Use Salesforce Templates in Inbox Mobile

The templates created in Salesforce are available for use in Inbox mobile. Templates increase your reps’ productivity and ensure
consistent messaging across your business.
Use Insert Availability to Optimize Meeting Scheduling
Finally got a response from that prospect you’ve been hunting down for weeks? To avoid back and forth emails when trying to
schedule a meeting, use the insert availability feature. Don’t have time to email your availability? Give a teammate calendar access
to schedule your meetings.
Prioritize Your Mobile Inbox with Intelligent Notifications
Inbox mobile analyzes your email correspondence to help you stay on top of every deal. Using natural language processing, Inbox
identifies messages from customers that require a response, but haven’t been replied to yet. Receive an intelligent reminder to follow
up on an important email, or get notified when someone opens your email.
Never Lose Touch with Follow-Ups in Inbox Mobile
For an important email, configure a reminder to follow up so you can proactively reach back out to a customer who hasn't responded
to your email.
Time Emails to Send Later in Inbox Mobile
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 in Inbox Mobile
To save yourself time and ensure consistency when composing emails, create shortcuts for the phrases that you use the most. When
composing an email, select the text shortcut to insert the text without typing it. Use text shortcuts for smaller pieces of text that
don’t require a template.

SEE ALSO:
Use Inbox Features

Use Salesforce Templates in Inbox Mobile

The templates created in Salesforce are available for use in Inbox mobile. Templates increase your reps’ productivity and ensure consistent
messaging across your business.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

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When composing a new email, tap Insert and then tap Salesforce Template. Templates are sorted into different lists based on where
they were created, how recently you used the template, and whether you created the template.

Tip: The My Lightning Templates list includes Lightning Experience templates that you own from the Private, Public, and
Custom template folders in Salesforce. If you’re viewing templates in the All Lightning Templates list, use the search to find
templates in the Custom template folder.

SEE ALSO:
Email Templates

Use Insert Availability to Optimize Meeting Scheduling

Finally got a response from that prospect you’ve been hunting down for weeks? To avoid back and forth emails when trying to schedule
a meeting, use the insert availability feature. Don’t have time to email your availability? Give a teammate calendar access to schedule
your meetings.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. Compose an email and add the recipients.

2. Tap Smart Tools, and then select Availability.

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3. Select open times from your calendar or times that are open for all other attendees who have shared their calendars with you.
• When selecting available times, the event owner’s calendar is the primary calendar from their connected email account. Events
from the connected account’s primary calendar, not from the Salesforce calendar or additional calendars, are reflected on the
calendar grid when selecting available times.
• You’re able to select any time slot that you’re open even if others aren’t free.
• The selected time zone defaults to the time zone on your mobile device. The recipient sees the meeting options in the time
zone on their device. If you’re using Inbox features in the Outlook and Gmail integrations, the selected time zone defaults to the
time zone set on your computer. However, you can select a different one. The recipient receives the meeting times in the time
zone that you select, and the meeting is scheduled in the selected time zone.
• To show or hide other calendars, select the checkboxes in the Attendees list.
• To see a coworker's availability, add the coworker to the Attendee list. To see other Inbox users’ availability, each Inbox user
must either share calendar access or be a part of the same Salesforce org.
• To schedule a meeting on behalf of someone else, change the meeting owner to another person on the meeting. The new
meeting owner, who must be a member of your Salesforce org, controls the communications and changes to the invitation. For
Microsoft accounts, you need access to a person’s calendar to make them the owner of a meeting.
• Make sure that recipients are using up-to-date and modern email clients and browsers. If the recipient's email client or browser
doesn’t support TLS 1.2, they receive an error message when they select an available time in the email.

After the email is sent, the recipient can click one of your options to immediately book a slot. If your calendar fills up in the meantime,
the recipient only sees the times your still available.

SEE ALSO:
Boost Productivity on Every Email in Inbox Mobile
Edit Your Meeting and Availability Settings

Prioritize Your Mobile Inbox with Intelligent Notifications

Inbox mobile analyzes your email correspondence to help you stay on top of every deal. Using natural language processing, Inbox
identifies messages from customers that require a response, but haven’t been replied to yet. Receive an intelligent reminder to follow
up on an important email, or get notified when someone opens your email.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Inbox only suggests tasks for customer emails that you haven’t responded to in a couple of days. If you don't see any suggested tasks,
you're up to speed on your email.
1. From the More option in the navigation bar, select Feed.
2. Scroll down to find a suggested task. The text snippet in the card shows the body of the email that Salesforce Inbox read.

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3. Do one of the following:

• To respond to the email immediately, click Reply.
• To save the suggestion as a Salesforce task, click Create Task.

SEE ALSO:
Boost Productivity on Every Email in Inbox Mobile

Never Lose Touch with Follow-Ups in Inbox Mobile

For an important email, configure a reminder to follow up so you can proactively reach back out to a customer who hasn't responded
to your email.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. When composing an email, tap Smart Tools.

2. Turn on Remind me.
3. Select the amount of time Inbox waits before creating a Salesforce task, if you don’t receive a reply.

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4. Send the email.

If you don't hear back from the person on the email thread, Inbox automatically creates a Salesforce task reminding you to follow
up.

SEE ALSO:
Boost Productivity on Every Email in Inbox Mobile

Time Emails to Send Later in Inbox Mobile

Working late at night? Use Send Later so your prospect receives your email first thing in the morning or during their lunch break.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

1. When composing an email, tap Smart Tools.

2. Turn on Schedule and select when to send the email.

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3. Return back to the email to add any changes and send it. The email is saved in the Scheduled folder and sent at the selected time.

SEE ALSO:
Boost Productivity on Every Email in Inbox Mobile

Take a Shortcut to Typing Faster Emails in Inbox Mobile

To save yourself time and ensure consistency when composing emails, create shortcuts for the phrases that you use the most. When
composing an email, select the text shortcut to insert the text without typing it. Use text shortcuts for smaller pieces of text that don’t
require a template.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Note: Quick text messages created in Salesforce aren’t available as text shortcuts in Inbox. Inbox text shortcuts are also not saved
to Salesforce, and can't be shared with other Inbox users.

Tip: Your Lightning Experience and Salesforce Classic email templates are also available in the Salesforce Inbox iOS and Android
apps. Use email templates for larger pieces of text or to use the same text available to you within Salesforce.

Create a Text Shortcut from an Email

A few default text shortcuts have been created for you, but you can also create your own.
1. Start a new email.
2. With the cursor in the body of the email, tap Insert and tap Text Shortcut.
3. Tap the Plus icon.
4. Provide the shortcut and the body text that’s inserted when you use the shortcut.
5. To save the short cut, tap the Check Mark icon.

Tip: You can also create text shortcuts in your user settings. Tap More, Settings, and then tap Text Shortcuts.

Insert the Shortcut Text in an Email

While composing an email, do one of the following to add the text shortcut to the emails:
• Enter the descriptive bit of shortcut text in the body of the email and tap either the keyboard spacebar or enter. The body text
replaces the shortcut that you entered.
• Tap Insert and select Text Shortcut. Tap the text you want to add to the email.

SEE ALSO:
Boost Productivity on Every Email in Inbox Mobile
Email Templates

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Work Offline in the Salesforce Inbox App on iOS and Android

Many Salesforce Inbox app features are available when you’re offline. You can still be productive even if you have a bad cellular connection,
are in airplane mode, or are checking in from your vacation cabin.

Available in: Lightning Experience

Certain features are available with Sales Cloud and included in Starter, Professional, Enterprise, Performance, and Unlimited
Editions

All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein.

Unavailable Salesforce Data-Related Features

You need an active connection to interact with Salesforce data in Inbox, so some functionality is unavailable while you’re offline.
Unavailable functionality includes:
• Reviewing user profiles and Chatter feeds
• Viewing or creating Salesforce records
• Viewing or creating Salesforce tasks
• Logging emails, events, and calls to Salesforce

Inbox Email Features

Use the feature table to determine which email features in Inbox are unavailable while you are offline.

iOS Android Notes

Compose an email Emails are queued to send when you have a connection.

Add email recipients Enter email addresses manually.

Swipe to send an email to trash or The swipe action to snooze an email isn’t available offline.
move it to a folder

Set a reminder for an email

Enable tracking for an email you’re

composing

Schedule an email to send later

Insert text shortcuts in an email Limited to inserting existing shortcuts. You can’t save new shortcuts while
you’re offline.

Insert a file from the device

Insert a photo from the gallery or

library

Take a photo and add it to an

email

Insert a location Limited to locations in the device’s cache or manually entered locations.

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iOS Android Notes

Insert your availability

Insert a Salesforce template

Search for an email

Inbox Event Features

Use the feature table to determine which event features in Inbox are unavailable while you are offline.

iOS Android Notes

Create events Event invitations are queued to send when you have a connection.

Add attendees to an event Enter email addresses manually.

Add event details

Delete an event Cancellations are queued to send when you have a connection.

RSVP to an event Notices are queued to send when you have a connection.

Switch calendars

Send email to the event attendees Emails are queued to send when you have a connection.

Add an event location Limited to locations in the device’s cache or manually entered locations.

Add a Go-to-Meeting link to an

event

Salesforce Inbox Mobile Release Notes

Inbox mobile is retired as of February 1, 2024.

Salesforce Inbox for iOS Release Notes

Learn about the new features in Salesforce Inbox for iOS.
Salesforce Inbox for Android Release Notes
Learn about the new features in Salesforce Inbox for Android.

SEE ALSO:
Knowledge Article: Salesforce Inbox Mobile App Retirement

Salesforce Inbox for iOS Release Notes

Learn about the new features in Salesforce Inbox for iOS.

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Tip: For announcements about Inbox for iOS features released before 8.1.0, see the Inbox App section of the Salesforce release
notes. For announcements about new features in Inbox desktop, see the Outlook Integration and Gmail Integration sections of
the Salesforce release notes.

Salesforce Inbox Mobile for iOS Version 8.6.0

Learn about the new features in Salesforce Inbox for iOS version 8.6.0.
Salesforce Inbox Mobile for iOS Version 8.5.0
Learn about the new features in Salesforce Inbox for iOS version 8.5.0.
Salesforce Inbox Mobile for iOS Version 8.4.0
Learn about the new features in Salesforce Inbox for iOS version 8.4.0.
Salesforce Inbox Mobile for iOS Version 8.3.0
Learn about the new features in Salesforce Inbox for iOS version 8.3.0.
Salesforce Inbox Mobile for iOS Version 8.2.0
Learn about the new features in Salesforce Inbox for iOS version 8.2.0.
Salesforce Inbox Mobile for iOS Version 8.1.0
Learn about the new features in Salesforce Inbox for iOS version 8.1.0.

SEE ALSO:
Salesforce Release Notes

Salesforce Inbox Mobile for iOS Version 8.6.0

Learn about the new features in Salesforce Inbox for iOS version 8.6.0.

Inbox Supported on iOS 14

Did your Apple device update to iOS 14? You can now use Salesforce Inbox on iOS 14.
Microsoft Intune Support for Inbox Mobile for iOS
Protecting your data is more important than ever. You can now add Inbox mobile to Microsoft Intune for Mobile Application
Management (MAM) and Mobile Data Management (MDM) for Office 365 email accounts.

Inbox Supported on iOS 14

Did your Apple device update to iOS 14? You can now use Salesforce Inbox on iOS 14.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.

Microsoft Intune Support for Inbox Mobile for iOS

Protecting your data is more important than ever. You can now add Inbox mobile to Microsoft Intune for Mobile Application Management
(MAM) and Mobile Data Management (MDM) for Office 365 email accounts.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.

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How: Work with your Microsoft administrator to add the Inbox mobile app for iOS to Microsoft Intune and to configure the app protection
policies. Configure the Azure Active Directory to ensure that users can access Intune when opening Inbox. And then enable Intune
support in Salesforce.

SEE ALSO:
Security Guide: Salesforce Email Integration Security Guide

Salesforce Inbox Mobile for iOS Version 8.5.0

Learn about the new features in Salesforce Inbox for iOS version 8.5.0.

Diagnose Connection Issues in Inbox on iOS When Working with Support

We added tools to help troubleshoot Google and Office 365 API connections. You only need these tools if you’re working with
Salesforce support to resolve application issues.
Email Tracking Location Information Removed from Inbox Mobile for iOS
When using email tracking, information about where an email is opened is no longer available as of August 2020.

Diagnose Connection Issues in Inbox on iOS When Working with Support

We added tools to help troubleshoot Google and Office 365 API connections. You only need these tools if you’re working with Salesforce
support to resolve application issues.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
How: From the More option in Inbox mobile, tap Settings. Tap Connected Accounts and tap the email account you want to troubleshoot.
Use the Diagnose Email Sync or Diagnose Calendar Sync options to generate an email that contains an attached log file. You can send
that email to Salesforce Customer Support.

Email Tracking Location Information Removed from Inbox Mobile for iOS
When using email tracking, information about where an email is opened is no longer available as of August 2020.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
Why: To comply with data protection and privacy regulations such as the California Consumer Privacy Act, this information is no longer
gathered when using email tracking.

Salesforce Inbox Mobile for iOS Version 8.4.0

Learn about the new features in Salesforce Inbox for iOS version 8.4.0.

Select Your Preferred Browser in Inbox Mobile on iOS

Sales reps can now select to use Safari or Chrome to open links from Inbox mobile on iOS. The app defaults to Safari.
Removed SalesforceIQ CRM Login Option in Inbox Mobile for iOS
We removed the option to log in to SalesforceIQ from Inbox mobile. The Salesforce IQ CRM was retired on March 13, 2020.

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Select Your Preferred Browser in Inbox Mobile on iOS

Sales reps can now select to use Safari or Chrome to open links from Inbox mobile on iOS. The app defaults to Safari.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
How: Reps use the Preferred Browser option available in the Email Settings section of the app’s settings to select their browser to use.

Removed SalesforceIQ CRM Login Option in Inbox Mobile for iOS

We removed the option to log in to SalesforceIQ from Inbox mobile. The Salesforce IQ CRM was retired on March 13, 2020.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
Why: We removed the SalesforceIQ CRM option to give provide sales reps a clean login experience.

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Salesforce Inbox Mobile for iOS Version 8.3.0

Learn about the new features in Salesforce Inbox for iOS version 8.3.0.

Dismiss All Insight Types in Inbox Now on iOS

Sales reps now have more control when managing the insights in the Insight Now feed. Reps can dismiss any type of insight from
the feed. Previously, reps could dismiss only email insights.

Dismiss All Insight Types in Inbox Now on iOS

Sales reps now have more control when managing the insights in the Insight Now feed. Reps can dismiss any type of insight from the
feed. Previously, reps could dismiss only email insights.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Sales reps swipe to dismiss any insight to remove it completely from the feed.

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Salesforce Inbox Mobile for iOS Version 8.2.0

Learn about the new features in Salesforce Inbox for iOS version 8.2.0.

Select How to Join an Event in Inbox Now on iOS

If an event has multiple options to join in, sales reps can now select which method to use directly from the event details.
Supplemental Contact Information in Inbox Mobile Scheduled for Retirement
The Supplemental Contact Information, including the ability to view information from third-party resources on summary and detailed
contact pages, is no longer available as of January 31, 2020.

Select How to Join an Event in Inbox Now on iOS

If an event has multiple options to join in, sales reps can now select which method to use directly from the event details.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Your reps join events in the manner that best fits where they are when the meeting starts. For example by local phone number,
a toll free number or country-specific number, or by video conference.

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Supplemental Contact Information in Inbox Mobile Scheduled for Retirement

The Supplemental Contact Information, including the ability to view information from third-party resources on summary and detailed
contact pages, is no longer available as of January 31, 2020.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.

SEE ALSO:
Knowledge Article: Retirement of the Contact Enrichment feature in 'Legacy Inbox' Desktop and 'Inbox Mobile' application

Salesforce Inbox Mobile for iOS Version 8.1.0

Learn about the new features in Salesforce Inbox for iOS version 8.1.0.

Inbox Supported on iOS 13

Did your Apple device update to iOS 13? You’re in luck! We added support for Salesforce Inbox on iOS 13.
Access Email Templates in Nested Folders in Inbox for iOS
Templates increase sales reps’ productivity and ensure consistent messaging across your business. Sales reps can now access the
same nested folder structure used to organize email templates in Lightning Experience in Inbox for iOS.
Added Insight Filters to Inbox Now on iOS
The Inbox Now insights feed now has more granular filter options, helping sales reps refine their insights to only what they need.

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Inbox Supported on iOS 13

Did your Apple device update to iOS 13? You’re in luck! We added support for Salesforce Inbox on iOS 13.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.

Access Email Templates in Nested Folders in Inbox for iOS

Templates increase sales reps’ productivity and ensure consistent messaging across your business. Sales reps can now access the same
nested folder structure used to organize email templates in Lightning Experience in Inbox for iOS.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
How: Email templates are still created and saved in Salesforce. The templates you save to folders up to four levels deep are available
when you select to insert a template in an email in Inbox.

SEE ALSO:
Use Salesforce Templates in Inbox Mobile

Added Insight Filters to Inbox Now on iOS

The Inbox Now insights feed now has more granular filter options, helping sales reps refine their insights to only what they need.
Where: This change applies to Inbox on iOS devices, available for an extra cost in Group, Professional, Enterprise, Performance, Unlimited,
and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Sales reps tap the icon and select the filter options.

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SEE ALSO:
Close Deals Faster with Inbox Now in the Salesforce Inbox App

Salesforce Inbox for Android Release Notes

Learn about the new features in Salesforce Inbox for Android.

Tip: For announcements about Inbox for Android features released before 5.1.0, see the Inbox App section of the Salesforce release
notes. For announcements about new features in Inbox desktop, see the Outlook Integration and Gmail Integration sections of
the Salesforce release notes.

Salesforce Inbox Mobile for Android Version 5.6.0

Learn about the new features in Salesforce Inbox for Android version 5.6.0.
Salesforce Inbox Mobile for Android Version 5.5.0
Learn about the new features in Salesforce Inbox for Android version 5.5.0.
Salesforce Inbox Mobile for Android Version 5.4.0
Learn about the new features in Salesforce Inbox for Android version 5.4.0.
Salesforce Inbox Mobile for Android Version 5.3.0
Learn about the new features in Salesforce Inbox for Android version 5.3.0.
Salesforce Inbox Mobile for Android Version 5.2.0
Learn about the new features in Salesforce Inbox for Android version 5.2.0.

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Sales Productivity Salesforce Inbox

Salesforce Inbox Mobile for Android Version 5.1.0

Learn about the new features in Salesforce Inbox for Android version 5.1.0.

SEE ALSO:
Salesforce Release Notes

Salesforce Inbox Mobile for Android Version 5.6.0

Learn about the new features in Salesforce Inbox for Android version 5.6.0.

Note: No new features or additions in this version.

Salesforce Inbox Mobile for Android Version 5.5.0

Learn about the new features in Salesforce Inbox for Android version 5.5.0.

End of Support for Android 5 for the Salesforce Inbox Mobile App
To provide the best possible experience for our customers, the Salesforce Inbox mobile app has retired support of the app on Android
5.0. Sales reps who use the Android version of Inbox mobile need Android 6.0 or later.
Email Tracking Location Information Removed from Inbox Mobile for Android
When using email tracking, information about where an email is opened is no longer available as of August 2020.

End of Support for Android 5 for the Salesforce Inbox Mobile App
To provide the best possible experience for our customers, the Salesforce Inbox mobile app has retired support of the app on Android
5.0. Sales reps who use the Android version of Inbox mobile need Android 6.0 or later.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.

SEE ALSO:
Salesforce Inbox System Requirements

Email Tracking Location Information Removed from Inbox Mobile for Android
When using email tracking, information about where an email is opened is no longer available as of August 2020.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: To comply with data protection and privacy regulations such as the California Consumer Privacy Act, this information is no longer
gathered when using email tracking.

Salesforce Inbox Mobile for Android Version 5.4.0

Learn about the new features in Salesforce Inbox for Android version 5.4.0.

Removed SalesforceIQ CRM Login Option in Inbox Mobile for Android

We removed the option to log in to SalesforceIQ from Inbox mobile. The Salesforce IQ CRM was retired on March 13, 2020.

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Sales Productivity Salesforce Inbox

Removed SalesforceIQ CRM Login Option in Inbox Mobile for Android

We removed the option to log in to SalesforceIQ from Inbox mobile. The Salesforce IQ CRM was retired on March 13, 2020.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: We removed the SalesforceIQ CRM option to provide sales reps a clean login experience.

Salesforce Inbox Mobile for Android Version 5.3.0

Learn about the new features in Salesforce Inbox for Android version 5.3.0.

Dismiss All Insight Types in Inbox Now on Android

Sales reps now have more control when managing the insights in the Insight Now feed. Reps can dismiss any type of insight from
the feed. Previously, reps could dismiss only email insights.

Dismiss All Insight Types in Inbox Now on Android

Sales reps now have more control when managing the insights in the Insight Now feed. Reps can dismiss any type of insight from the
feed. Previously, reps could dismiss only email insights.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Sales reps swipe to dismiss any insight to remove it completely from the feed.

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Sales Productivity Salesforce Inbox

Salesforce Inbox Mobile for Android Version 5.2.0

Learn about the new features in Salesforce Inbox for Android version 5.2.0.

View Emails Without Conversation Threading in Inbox for Android

Sales reps can now choose to view email conversations as individual messages, instead of together in a single thread.
Select How to Join an Event in Inbox Now on Android
If an event has multiple options to join in, sales reps can now select which method to use directly from the event details.

View Emails Without Conversation Threading in Inbox for Android

Sales reps can now choose to view email conversations as individual messages, instead of together in a single thread.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Seeing emails of the same subject in one thread isn’t the best way to view email for everyone. Reps can now choose to disable
the conversation view in the Email Settings within Inbox on Android.

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Sales Productivity Salesforce Inbox

When conversation view is disabled, each reply or forward to an original email is shown in Inbox as a separate message

SEE ALSO:
Idea Exchange: Allow Users to Disable Email Message Threading in the Inbox App for Android

Select How to Join an Event in Inbox Now on Android

If an event has multiple options to join in, sales reps can now select which method to use directly from the event details.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Your reps join events in the manner that best fits where they are when the meeting starts. For example by local phone number,
a toll free number or country-specific number, or by video conference.

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Sales Productivity Salesforce Inbox

Salesforce Inbox Mobile for Android Version 5.1.0

Learn about the new features in Salesforce Inbox for Android version 5.1.0.

Inbox Supported on Android 10

We added support for Salesforce Inbox on Android 10.
Access Email Templates in Nested Folders in Inbox for Android
Templates increase sales reps’ productivity and ensure consistent messaging across your business. Sales reps can now access the
same nested folder structure used to organize email templates in Lightning Experience in Inbox for Android.
Added Insight Filters to Inbox Now on Android
The Inbox Now insights feed now has more granular filter options, helping sales reps refine their insights to only what they need.
Supplemental Contact Information in Inbox Mobile Scheduled for Retirement
The Supplemental Contact Information, including the ability to view information from third-party resources on summary and detailed
contact pages, is no longer available as of January 31, 2020.

Inbox Supported on Android 10

We added support for Salesforce Inbox on Android 10.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.

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Sales Productivity Salesforce Inbox

Access Email Templates in Nested Folders in Inbox for Android

Templates increase sales reps’ productivity and ensure consistent messaging across your business. Sales reps can now access the same
nested folder structure used to organize email templates in Lightning Experience in Inbox for Android.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
How: Email templates are still created and saved in Salesforce. The templates you save to folders up to four levels deep are available
when you select to insert a template in an email in Inbox.

SEE ALSO:
Use Salesforce Templates in Inbox Mobile

Added Insight Filters to Inbox Now on Android

The Inbox Now insights feed now has more granular filter options, helping sales reps refine their insights to only what they need.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.
Why: Sales reps tap the icon and select the filter options.

SEE ALSO:
Close Deals Faster with Inbox Now in the Salesforce Inbox App

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Sales Productivity Lightning Sync

Supplemental Contact Information in Inbox Mobile Scheduled for Retirement

The Supplemental Contact Information, including the ability to view information from third-party resources on summary and detailed
contact pages, is no longer available as of January 31, 2020.
Where: This change applies to Inbox on Android devices, available for an extra cost in Group, Professional, Enterprise, Performance,
Unlimited, and Developer editions. Inbox is available at no cost in Essentials edition.

SEE ALSO:
Knowledge Article: Retirement of the Contact Enrichment feature in 'Legacy Inbox' Desktop and 'Inbox Mobile' application

Legacy Salesforce Inbox

Legacy versions of the Salesforce Inbox Outlook add-in and Chrome extension are retired. Inbox features are now available in the Salesforce
add-in available in Microsoft AppSource Store and the Chrome Web Store. An Inbox license unlocks the Inbox features that you use
today.

Tip: Compare features on page 252 between the legacy versions of Inbox and the new versions available in Outlook and Gmail.

To continue using Inbox features in Outlook and Gmail, get the Salesforce add-in for Outlook or the Chrome Extension for Gmail. Be sure
to uninstall the legacy version of the add-in or extension after installing the new version.
• Get the Salesforce add-in for Outlook
• Get the Salesforce add-in for Gmail (G Suite or Google Workspace email required)

Lightning Sync
Keep contacts and events in sync between your Microsoft® or Google applications and Salesforce
EDITIONS
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 Available to sync records
also means that Salesforce admins and IT pros do less work to maintain the feature. from: Salesforce Classic,
Lightning Experience, and
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers.
the Salesforce mobile app
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
to Einstein Activity Capture, our long-term solution for syncing contacts and events between Available to set up from:
Microsoft® or Google applications and Salesforce. Salesforce Classic and
Lightning Sync for Microsoft Exchange can sync contacts and events between your Microsoft Lightning Experience
Exchange-based calendar and Salesforce. Available in: Professional,
Lightning Sync for Google can sync contacts and events between your G Suite account and Enterprise, Performance,
Salesforce. Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Move from Lightning Sync to Einstein Activity Capture Platform
If you’re on Lightning Sync and ready to make the move to Einstein Activity Capture, we’re here
to help. With the Lightning Sync migration assistant, the move is quick and easy. And in most
cases, your sales reps don’t notice the change. Learn what to do before, during, and after the migration process.
Lightning Sync System Requirements
Confirm that your Microsoft® Exchange-based server or Google Workspace account meet these system requirements before you set
up your sales reps for Lightning Sync.

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Sales Productivity Lightning Sync

Lightning Sync User License Support

You can set up Lightning Sync for users who are assigned to Sales Cloud, Service Cloud, and some Lightning Platform licenses.
Lightning Sync Security
Lightning Sync is designed to sync contacts and events simply and securely between Salesforce and your Microsoft or Google email
service. Learn about how that design impacts how data flow between systems and the configurations requirements you must meet
to setup the product.
How Your Contacts Sync with Lightning Sync
Learn how Lightning Sync handles your contacts or person accounts when you’re set up to use Lightning Sync.
How Your Events Sync with Lightning Sync
Learn how Lightning Sync handles your events when you’re set up to use Lightning Sync.
Manage Your Syncing Contacts
If you’re a Lightning Sync user, see how you can decide which contacts sync between your Microsoft or Google applications and
Salesforce.
Manage Your Syncing Events
If you’re a Lightning Sync user, see how you can decide which events sync between your Microsoft or Google applications and
Salesforce.
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

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Sales Productivity Lightning Sync

Move from Lightning Sync to Einstein Activity Capture

If you’re on Lightning Sync and ready to make the move to Einstein Activity Capture, we’re here to
EDITIONS
help. With the Lightning Sync migration assistant, the move is quick and easy. And in most cases,
your sales reps don’t notice the change. Learn what to do before, during, and after the migration The Lightning Sync migration
process. assistant is available in:
Lightning Experience
Why Move from Lightning Sync to Einstein Activity Capture? Einstein Activity Capture is
We know that migrating to a new product can be tons of work. But Einstein Activity Capture is available in: Lightning
the future of contact and event sync at Salesforce, so it’s where you want to be! Einstein Activity Experience and the
Capture offers the same basic contact and event sync as Lightning Sync, plus even more Salesforce mobile app
productivity-boosting features. And with the Lightning Sync migration assistant, the transition
The Lightning Sync migration
is smooth and easy.
assistant and Einstein
How Does the Lightning Sync Migration Assistant Work? Activity Capture are
The migration assistant makes the move from Lightning Sync to Einstein Activity Capture easy available in: Professional,
for you and smooth for your sales teams. See what’s moved automatically, and what benefits Enterprise, Performance,
your users can expect. and Unlimited Editions with
Sales Cloud
Can My Company Make the Move Using the Lightning Sync Migration Assistant?
Before you start the migration process, make sure that your company meets the requirements
for using the migration assistant. We also recommend that you familiarize yourself with the migration considerations, so that there
are no surprises during your migration.
Understand and Plan for Einstein Activity Capture User Permissions
To complete your migration to Einstein Activity Capture, your users must be assigned an Einstein Activity Capture user permission.
Until you do, your users’ contacts and events continue syncing with Lightning Sync, and users don’t get access to Einstein Activity
Capture features. See which licenses include the user permission, and what users get with the different types.
Kick Off Your Migration to Einstein Activity Capture
Find the Lightning Sync migration assistant in Salesforce, and start the migration process. Don’t worry, before we start moving your
stuff, the assistant summarizes the major steps and runs a readiness check. Then you decide when you’re ready to start the move.
Get Acquainted with Einstein Activity Capture
Now that you’re set up for Einstein Activity Capture, you and your users can get acquainted with the product. See how it works and
how you can troubleshoot issues. If you added Einstein Activity Capture features or settings to your users’ migrated sync configurations,
introduce those changes to users and some other settings that are new to them. You can also remind users how to manage which
contacts and events sync.

SEE ALSO:
Compare Einstein Activity Capture and Lightning Sync
Einstein Activity Capture

Why Move from Lightning Sync to Einstein Activity Capture?

We know that migrating to a new product can be tons of work. But Einstein Activity Capture is the future of contact and event sync at
Salesforce, so it’s where you want to be! Einstein Activity Capture offers the same basic contact and event sync as Lightning Sync, plus
even more productivity-boosting features. And with the Lightning Sync migration assistant, the transition is smooth and easy.

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Sales Productivity Lightning Sync

Einstein Activity Capture Benefits You and Your Sales Teams

Here’s why Einstein Activity Capture is great for Salesforce admins, sales leaders, and sales reps. These benefits are included as part of
Einstein Activity Capture Standard.
• Einstein Activity Capture is where we’re focusing our development efforts, so that’s where you get the latest email and calendar
integration features.
• Sales reps get near real-time event sync from their Outlook or Google calendars to Salesforce.
• Reps see relevant Outlook or Google emails in Salesforce automatically. Emails are shown on the activity timeline of Salesforce
contacts, leads, accounts, contracts, opportunities, and quotes.
• Reps see relevant Einstein Email Insights in the activity timeline and on email detail pages in Salesforce. Email insights give sales reps
critical sales context, making it easier for them to send the perfect response at the perfect time. Inbox users also see email insights
from their email application.
• Admins get more control over what’s added to Salesforce. Exclude emails or events from specific users or companies.
• Improved performance aids integration with other Salesforce products that you want to use, such as Salesforce Scheduler.
• Admins get improved user interfaces for configurations and troubleshooting, which make it easier to manage large numbers of
users.

Supercharge Your Productivity with More Features

With a Sales Cloud Einstein, Inbox, or Sales Engagement add-on license, you and your teams get more out of Einstein Activity Capture.
Einstein Activity Capture is also part of Sales Cloud Included permission set, which comes at no extra cost with Performance and Unlimited
editions.
• Reps can see metrics about their event and email activity directly from record page layouts, list views, reports, triggers, processes,
and more. Check out Activity Metrics.
• Reps can find new business easily using Recommended Connections. Reps see which colleagues have the strongest connection to
a prospect directly from their contacts and leads.
• Admins can work with your sales leaders to create custom email insights for your sales reps.

SEE ALSO:
Compare Einstein Activity Capture and Lightning Sync
Einstein Activity Capture

How Does the Lightning Sync Migration Assistant Work?

The migration assistant makes the move from Lightning Sync to Einstein Activity Capture easy for you and smooth for your sales teams.
See what’s moved automatically, and what benefits your users can expect.

How Does the Migration Assistant Streamline the Change Management Process?
The Lightning Sync migration assistant keeps you on task during your move to Einstein Activity Capture. The assistant walks you through
three major migration steps.
1. Checks that you’re ready for the move.
2. Prepares you to manage key product differences.
3. Moves your connection settings and configurations from Lightning Sync to Einstein Activity Capture.
All you have to do is follow along, and later, obtain and assign the appropriate user permissions. It’s that simple!

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Sales Productivity Lightning Sync

Will the Move Interrupt My Sales Teams?

In most cases, admins don’t have to announce migration to users until admins are ready to roll out Einstein Activity Capture features.
That’s because the assistant lets users avoid the multi-day first-time sync delay they experienced during their original Lightning Sync
rollout. And there’s no need to ask users to stop adding and updating contacts and events during the transition. Some users can notice
a pause in contact and event sync while settings are moved, but no contact and event changes are lost during the transition. Users can
continue working normally during the move, and the migration assistant makes sure that updates and new items are synced when the
move is complete.
After migration is complete, users can follow the same steps to manage their syncing contacts and events as they did with Lightning
Sync. Later, we remind you about those steps and more options available to them as new Einstein Activity Capture users.

What Settings Does the Migration Assistant Move?

The migration assistant automatically moves all of these settings over to Einstein Activity Capture.
• Your connection method: Service account or OAuth 2.0 connection is moved to Einstein Activity Capture. If you want to use the
Einstein Activity Capture User-Level Authentication connection method, you can after the migration process is complete.
• The data types your users sync: contacts, events, or both.
• The users and profiles assigned to each sync configuration.
• Sync direction, sync filters, and other settings found in sync configurations, such as event series sync, private event sync, and so on.
There’s one sync setting that we can’t move, but we prepare you with next steps for those users who are affected.

Note: To enable the Einstein Activity Capture User-Level Authentication connection method, complete the full migration process.
After completing the migration, turn off Lightning Sync, then reset Einstein Activity Capture, and then enable Einstein Activity
Capture.

When Do My Users Get Einstein Activity Capture Features?

The migration assistant is focused on the migration phase that seamlessly transitions your users’ Lightning Sync functionality to Einstein
Activity Capture. To avoid introducing unexpected behavior for your users, the migration assistant leaves additional Einstein Activity
Capture features turned off. But don’t worry, you can turn on Einstein Activity Capture features when you’re ready.
To complete the migration process, you must obtain and assign Einstein Activity Capture permissions to each of your syncing users. This
documentation helps you with that part. We also tell you where to find your Einstein Activity Capture settings, call out features that are
new to you, and point you to set up instructions.

Do I Need to Recruit Any Colleagues to Help Me Make the Move?

With the migration assistant, Salesforce admins can move all Lightning Sync users to Einstein Activity Capture without any technical
support from a Microsoft Exchange administrator.
After migration, admins can consider collaborating with a colleague in a sales operations role, or another sales leadership role, such as
a sales manager. Sales leaders can help decide which additional Einstein Activity Capture features sales teams need and how best to
configure those features.

SEE ALSO:
Connect to Einstein Activity Capture with User-Level Authentication

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Sales Productivity Lightning Sync

Can My Company Make the Move Using the Lightning Sync Migration Assistant?
Before you start the migration process, make sure that your company meets the requirements for using the migration assistant. We also
recommend that you familiarize yourself with the migration considerations, so that there are no surprises during your migration.

Lightning Sync Migration Assistant Requirements

To move from Lightning Sync to Einstein Activity Capture using the migration assistant, you must meet these requirements. In some
cases, if you don’t meet the requirements, you can’t see the migration assistant in Setup.
Considerations for Migrating to Einstein Activity Capture
Consider these items before using the Lightning Sync migration assistant to move to Einstein Activity Capture.

Lightning Sync Migration Assistant Requirements

To move from Lightning Sync to Einstein Activity Capture using the migration assistant, you must meet these requirements. In some
cases, if you don’t meet the requirements, you can’t see the migration assistant in Setup.

Requirement Specifications
Email and calendar application Microsoft Exchange or Google.

Microsoft server • Microsoft Exchange 2019, 2016, or 2013

• Microsoft Office 365 on Exchange Online
Both service account and OAuth 2.0 Lightning Sync connection
methods are supported for migration.

Note: Einstein Activity Capture also offers a user-level

connection that lets users connect their own account to
Salesforce. If you plan to use a user-level connection, we
recommend that you don’t use the migration assistant.

Google server Basic, Business, or Enterprise editions of Google Workspace.

Note: Einstein Activity Capture also offers a user-level

connection that lets users connect their own account to
Salesforce. If you plan to use a user-level connection, we
recommend that you don’t use the migration assistant.

Salesforce licenses Einstein Activity Capture Standard is available to up to 100 users

on the Standard Salesforce license with the purchase of Sales Cloud.
To set up more than 100 users, one of the following add-on licenses
is required.
Users with Performance or Unlimited edition can access Einstein
Activity Capture features without an add-on license.
• Inbox
• Sales Engagement
• Sales Cloud Einstein
• Revenue Intelligence

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Requirement Specifications
Salesforce editions • Professional
• Enterprise
• Performance
• Unlimited

Salesforce user interface The migration assistant is available in Lightning Experience only.
Einstein Activity Capture is available for users who work from
Lightning Experience or the Salesforce mobile app.

SEE ALSO:
Kick Off Your Migration to Einstein Activity Capture
Considerations for Migrating to Einstein Activity Capture
Understand and Plan for Einstein Activity Capture User Permissions
How Does the Lightning Sync Migration Assistant Work?
Why Move from Lightning Sync to Einstein Activity Capture?

Considerations for Migrating to Einstein Activity Capture

Consider these items before using the Lightning Sync migration assistant to move to Einstein Activity Capture.

User Permissions Are Required Before Migration Is Complete

When users get access to Einstein Activity Capture depends on the order in which these steps are completed:
• The migration assistant moves your Lightning Sync settings and configurations to Einstein Activity Capture.
• An Einstein Activity Capture user permission is assigned to each user.
This documentation recommends that you assign user permissions to users last, after the migration assistant has moved your settings.
At that point, you can see from your configurations who has the permission and who doesn’t. See Assign Einstein Activity Capture User
Permissions.
You can complete your migration at your own pace. That is, you can move your settings and then pause while you prepare your user
permissions or obtain licenses. Your users simply continue syncing using Lightning Sync until you complete both steps. While you can’t
return to your configurations from your Lightning Sync settings in Setup, you can update configurations from Einstein Activity Capture’s
pages.
There are a few cases in which you might want to consider a different order. See the next section.

Considerations for Users With Performance and Unlimited Editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or
Revenue Intelligence License
An Einstein Activity Capture user permission is included with Performance and Unlimited editions and with Inbox, Sales Engagement,
Revenue Intelligence, and Sales Cloud Einstein licenses. Unless you or another admin removed the permission from their user assignments,
it’s likely that the permission is already assigned to users who have access to these features. Users who already have the permission
begin syncing with Einstein Activity Capture as soon as the migration assistant finishes moving their settings. Likewise, if you set up any

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Sales Productivity Lightning Sync

Einstein Activity Capture features after your settings are moved, those features roll out to users with the Einstein Activity Capture permission
as soon as you update and save their configurations.
If you think you have users assigned to permission sets from these editions or licenses, and it’s important to know precisely when Einstein
Activity Capture rolls out to each user, consider reordering your migration. First, take inventory of users’ individual permissions, then
decide which order you want to move settings and assign permissions. For example, you can roll out Einstein Activity Capture to users
in different batches, based on who has the permission and who needs it. Or you can make sure all users have the user permission before
you move settings. The specifics are up to you.
For a reminder about which user permissions are needed for Einstein Activity Capture and to see resources for verifying what permissions
and licenses your users have today, see Understand and Plan for Einstein Activity Capture User Permissions.

Storage Differences
Lightning Sync stores your Microsoft contacts and event data in Salesforce only. Einstein Activity Capture stores your Microsoft contacts
and event data in both Salesforce and the Salesforce Amazon Web Services (AWS) infrastructure. After you move your settings to Einstein
Activity Capture, if you enable email features for Einstein Activity Capture, email data is stored in AWS only.
Customers in highly regulated industries may require additional information about how their business data is transferred and stored
before they can proceed with Einstein Activity Capture. To ensure that it meets your requirements, review the Einstein Activity Capture
Security Guide.
With contact and event sync, your users don’t notice the storage differences introduced by AWS. But if you enable Emails in Einstein
Activity Capture, email data is stored in AWS only, and users notice behavior they haven’t observed before.
• It isn’t used to create Salesforce records.
• It isn’t available in standard reporting. However, to see your activity data aggregated, you can use the Activities dashboard and
Activity Metrics fields.
• The data retention period determines how much email data is stored and for how long.
Your Lightning Sync settings at the time you kick off migration determine where data is stored. For example, if your Lightning Sync
configurations are set to sync both contacts and events, both your contact and event data is stored on AWS and Salesforce.
A user’s contact and event data starts to be stored in AWS as well as Salesforce after both of these migration steps are completed:
• The assistant has finished moving your settings to Einstein Activity Capture.
• You assign an Einstein Activity Capture user permission to the user.
After your migration, if you explicitly return to Einstein Activity Capture settings and turn on email-related features (and assign user
permissions), your emails are stored in AWS too.

Both Active and Inactive Configurations Are Moved

The migration assistant moves all of your configurations to Einstein Activity Capture. Inactive configurations remain inactive unless you
decide to activate them later.

Other Considerations
External users that use Lightning Sync aren’t supported by Einstein Activity Capture.
There are a few other considerations for moving to Einstein Activity Capture, but the migration assistant helps you manage those items
when the time is right. And we cover specifics about them later on in this documentation.

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Sales Productivity Lightning Sync

If you’d like, you can also review Einstein Activity Capture Considerations.

SEE ALSO:
Lightning Sync Migration Assistant Requirements
Kick Off Your Migration to Einstein Activity Capture
Understand and Plan for Einstein Activity Capture User Permissions
How Does the Lightning Sync Migration Assistant Work?
Why Move from Lightning Sync to Einstein Activity Capture?

Understand and Plan for Einstein Activity Capture User Permissions

To complete your migration to Einstein Activity Capture, your users must be assigned an Einstein Activity Capture user permission. Until
you do, your users’ contacts and events continue syncing with Lightning Sync, and users don’t get access to Einstein Activity Capture
features. See which licenses include the user permission, and what users get with the different types.
Einstein Activity Capture users are required to be assigned one of these user permissions:
• Use Einstein Activity Capture Standard
• Use Einstein Activity Capture

Important: Depending on the Salesforce licenses that your users have today, some users have the user permission already. For
others, you must assign it manually. In some cases, additional licenses must be purchased. These considerations could impact
when your users get access to Einstein Activity Capture features and sync. See Considerations for Migrating to Einstein Activity
Capture.
This table shows which licenses include an Einstein Activity Capture user permission.

User permission Which licenses have it

Use Einstein Activity Capture Standard Included with the purchase of Sales Cloud on the standard
Salesforce license for up to 100 users.
If you have more than 100 syncing users, you must purchase an
add-on license for each additional user.
This user permission gives users access to Einstein Activity Capture
Standard features. See What is Einstein Activity Capture Standard?

Use Einstein Activity Capture Included with Performance and Unlimited editions and these
add-on licenses:
• Inbox
• Sales Engagement
• Sales Cloud Einstein
• Revenue Intelligence
Users with Performance and Unlimited editions or add-on licenses
get additional features. See What is Einstein Activity Capture
Standard?

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Resources for Exploring Your Users’ Licenses and Permission Assignments

• To see a list of all the licenses in your org (assigned and available) see View Your Organization’s User Licenses.
• To see a list of which users are assigned to a certain user permission, view your permission sets from Setup. Then open the permission
set you’re interested in, and click Manage Assignments..
• If you assigned your Lightning Sync users to configurations by profile instead of individually, you also must explore who is assigned
to each user profile. See View a Profile’s Assigned Users.
• To see the licenses and perms assigned user-by-user, view the user’s profile. From Setup, in the Quick Find box, enter Users,
and then select Users. Click a users’ profile to view it. To see what license a user has, check out the User License field. To see what
user permissions they’re assigned to, see the Permission Set Assignments related list. To see what add-on licenses they’re assigned
to, check out the Permission Set License Assignments related list.

Kick Off Your Migration to Einstein Activity Capture

Find the Lightning Sync migration assistant in Salesforce, and start the migration process. Don’t
EDITIONS
worry, before we start moving your stuff, the assistant summarizes the major steps and runs a
readiness check. Then you decide when you’re ready to start the move. The Lightning Sync migration
assistant is available in:
1. Find the Migration Assistant in Your Lightning Sync Settings Lightning Experience
Kick off the Lightning Sync migration assistant from your Lightning Sync Setup page and Einstein Activity Capture is
familiarize yourself with the migration process. available in: Lightning
2. Run the Migration Assistant Readiness Check Experience and the
After you kick off migration process, the Lightning Sync migration assistant prompts you to run Salesforce mobile app
the readiness check. The readiness check ensures that any problematic configurations are The Lightning Sync migration
addressed before you move your settings to Einstein Activity Capture. You can pause your assistant and Einstein
migration to address potential issues before you proceed with the move. Activity Capture are
3. Move Your Settings from Lightning Sync to Einstein Activity Capture available in: Professional,
Enterprise, Performance,
After you get a clean report from the migration readiness check, move your Lightning Sync
and Unlimited Editions with
settings to Einstein Activity Capture. Accept the terms of service agreement and start your
Sales Cloud
move. If you need more time to prepare, you can pause your migration and return to this step
later. If you connect to Salesforce using Google, before you start your move, work with your
Google admin to give the service account access to your Google users’ data.
4. Access Migrated Configurations and Add Einstein Activity Capture Features
Now that your settings are moved, get familiar with the productivity-boosting features available to your users through Einstein
Activity Capture and decide what you want to set up. Or you can adjust your previous sync settings.
5. Assign Einstein Activity Capture User Permissions
Before your migrating users can use Einstein Activity Capture, they must have an Einstein Activity Capture user permission.
6. Turn Off Lightning Sync
After you migrate your Lightning Sync settings and assign users to Einstein Activity Capture, you’re ready to turn off Lightning Sync.

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Find the Migration Assistant in Your Lightning Sync Settings

Kick off the Lightning Sync migration assistant from your Lightning Sync Setup page and familiarize
USER PERMISSIONS
yourself with the migration process.
1. From Setup, in the Quick Find box, enter Sync. Then, if your company uses Microsoft Exchange, To access the Lightning Sync
migration assistant:
select Outlook Integration and Sync. Or, if your company uses Google, select Gmail
• Manage Users
Integration and Sync.
AND
2. Under Migrate to Einstein Activity Capture, click Explore Migration. If don’t meet the
requirements on page 496, you can’t see the migration assistant. Manage Lightning Sync

After you familiarize yourself with the migration process, run the readiness check. It makes sure that
you’re set up for a smooth migration.

Run the Migration Assistant Readiness Check

After you kick off migration process, the Lightning Sync migration assistant prompts you to run the
USER PERMISSIONS
readiness check. The readiness check ensures that any problematic configurations are addressed
before you move your settings to Einstein Activity Capture. You can pause your migration to address To access the Lightning Sync
potential issues before you proceed with the move. migration assistant:
• Manage Users
After you find the migration assistant in your Lightning Sync settings, run the readiness check from
the second page of the migration assistant. AND

Click Run Readiness Check. Manage Lightning Sync

If the readiness check identifies any migration issues, the assistant tells you how to proceed. To get more help, these sections explain
how to address migration issues.
After you sort out all listed issues, run the readiness check again until the migration assistant tells you that you’re ready to continue to
the next step. You can run the readiness check as many times as you want to.

An Event Sync Setting Isn’t Available with Einstein Activity Capture

Einstein Activity Capture doesn’t support the Events users select option for the Specify Which Exchange Events Sync to Salesforce setting.
If the readiness check reports this status, before moving your settings, we recommend that you learn how the assistant handles the
unsupported setting and follow a few preparatory steps.

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The Events users select option let users select each Outlook event that they want to sync to Salesforce using the Outlook Integration or
Inbox side panel. See Use the Outlook or Gmail Integration to Select Which Events Sync.
When you move your settings to Einstein Activity Capture, the unsupported setting can’t be migrated for the affected configurations.
Likewise, the assistant also sets the event sync direction for the configuration to Don’t sync. Doing so prevents all Outlook events from
syncing for users in this configuration. After you migrate your settings, you can either leave event sync turned off or prepare your users
to sync all events, and then turn on event sync again. The assistant retains all of your other event sync settings saved on the configuration’s
data set.
To manage this issue, before moving your settings, we recommend following these steps.
1. Review your Lightning Sync configurations and note these details.
• Record the names of the configurations that have the unsupported event sync option turned on. Look for the Specify Which
Exchange Events Sync to Salesforce setting. The option that isn’t supported is called Events users select.
• Record the sync direction for each affected configuration if you don’t think that you can remember what it was set to.
• Optionally, you can record which users are assigned to each affected configuration. If you want to notify users before their events
stop syncing, it can be helpful to record that list now. But you can locate affected users after migration too, as long as you
recorded the names of the affected configurations.

2. Consider whether you want users to start syncing all events when you roll out Einstein Activity Capture. You can decide later, but
it’s a good idea to plan now so that you can notify users about the change (see next step). If you need help with deciding, ask your
sales managers or someone in a sales operations role for their opinion.
3. Plan to communicate expected changes to users who are assigned to affected configurations.
• Before you move your settings: Tell users in affected configurations when they can expect events to stop syncing. Also describe
the new behavior for the Log Events button. See Use the Outlook or Gmail Integration to Select Which Events Sync. Users notice
these changes as soon as you tell the assistant to move your settings.
• Before you re-add event sync to migrated configurations: Tell users how to prepare their calendars to prevent events from
syncing, and let them know how much time they have to do so before you turn on event sync. And users who have the Einstein
Activity Capture permission have some additional options for limiting what syncs.

4. If you decide to start syncing all events, after you move your settings to Einstein Activity Capture, re-add event sync to your affected
configurations. This documentation tells you when the time comes to take that step.

Too Many Users and Profiles in a Single Sync Configuration

The migration assistant can migrate up to 8,192 users and profiles per Lightning Sync configuration. If you’re syncing more users and
profiles in a single configuration, you must adjust those configurations before you can proceed to the next step in the migration assistant.

Other Readiness Check Statuses

There are a few other readiness check statutes, but addressing those issues requires some help from Salesforce. Take note of the issue
description, and create a case for Salesforce Customer Support describing the status that you saw. Support agents follow up to address
the issue so that you can continue with your migration.

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Move Your Settings from Lightning Sync to Einstein Activity Capture

After you get a clean report from the migration readiness check, move your Lightning Sync settings
USER PERMISSIONS
to Einstein Activity Capture. Accept the terms of service agreement and start your move. If you need
more time to prepare, you can pause your migration and return to this step later. If you connect to To access the Lightning Sync
Salesforce using Google, before you start your move, work with your Google admin to give the migration assistant:
service account access to your Google users’ data. • Manage Users
Remember that your users can notice a pause in contact and event sync while we move settings, AND
but users can continue working as usual. The migration assistant ensures that no contact or event Manage Lightning Sync
changes are lost during the transition. Any items that were updated in the interim sync after your
settings are moved. Depending on the complexity of your configurations, the move could take
some time.
For a reminder of what specifically is moved, see How Does the Lightning Sync Migration Assistant Work?
There’s no button for reverting to Lightning Sync after you’ve started moving your settings. But don’t worry: If you’re not feeling ready,
you can cancel the assistant for now and return at any time.
1. If you connect to Salesforce using Google, Salesforce provides a service account for you. You don’t need your Lightning Sync Google
project or service account. Work with your Google admin to give the service account domain-wide authority and access to your
users’ Google data. When prompted, copy the service account client ID and comma-delimited list of the OAuth scopes from the
assistant. Then, navigate to your Google Admin Console and add the service account client ID and OAuth scopes to your Google
Workspace environment. See the Google documentation about delegating domain-wide authority to a service account.
We recommend that you keep your Lightning Sync Google project and service account active during the migration process. After
you turn off Lightning Sync, you can delete your Google project and service account.

2. Accept the terms of service agreement for Einstein Activity Capture when ready. Then click Next. If you connect to Salesforce using
Microsoft, you see the terms of service agreement after the readiness check.
3. Review the migration summary on the Ready to Migrate page. When you’re ready to move forward, click Let’s Do This!.

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The assistant confirms that your move is underway. When you close the assistant, you return to your Lightning Sync settings in Setup.
You can see your migration progress from both the Lightning Sync settings page and the Einstein Activity Capture settings page.
When migration is complete, your settings and configurations are moved the Einstein Activity Capture settings page, and syncing
resumes for users. Next let’s locate your configurations. When you’re ready, you can update your previous Lightning Sync features or
add Einstein Activity Capture features.

Access Migrated Configurations and Add Einstein Activity Capture Features

Now that your settings are moved, get familiar with the productivity-boosting features available
USER PERMISSIONS
to your users through Einstein Activity Capture and decide what you want to set up. Or you can
adjust your previous sync settings. To access the Lightning Sync
After your Lightning Sync settings are moved, you can access and update your migrated migration assistant:
• Manage Users
configurations from Einstein Activity Capture settings in Setup. To see certain features, your users
must have the Einstein Activity Capture permission. AND

• Users can access features that were available with Lightning Sync without the Einstein Activity Manage Lightning Sync
Capture permission. Users see those features as soon as you update and save configurations. AND
• To access Einstein Activity Capture features that weren’t available in Lightning Sync, such as Customize Application
Einstein Email Insights, users must have the Einstein Activity Capture permission.
Get to Einstein Activity Capture settings by following the link from the Lightning Sync page in Setup.
Or, from Setup, in the Quick Find box, enter Einstein Activity Capture, and then select Settings.

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From the Settings page, click the Configurations tab. Your former Lightning Sync configurations, which are now Einstein Activity Capture
configurations, are listed there. Open the configurations that you want to update. Then update settings or features. Here’s a list of options.
1. Update any contact or event sync settings that you were using with Lightning Sync. These changes roll out to users as soon as you
save the configuration. If the change affects your users’ workflow, we recommend that you notify users before you save the
configuration. For example, if event sync was turned off during migration because a Lightning Sync setting wasn’t supported, you
can notify users to prepare their calendars, and then turn on sync for all events.
a. Open the configuration that you want to update.
b. Enable the Events option.
c. Select a sync direction for events. You can use the same sync direction that you used with Lightning Sync, or select a new one.
d. On the Advanced Sync Settings tab, consider setting Filter by End Date to TODAY. Doing so prevents all of users’ Outlook events
from the past 180 days from syncing to Salesforce. If you had any other event filters and sync settings on your Lightning Sync
configuration, those items are already enabled on the migrated configuration. Adjust as-needed.
e. Save the configuration.

2. Automatically show emails on the activity timeline of relevant Salesforce contacts, leads, accounts, contracts, opportunities, and
quotes. The Einstein Activity Capture permission is required to roll out this change to users.
a. Open the configuration that you want to update.
b. Enable the Email option.
c. Save the configuration.

3. Show relevant Einstein Email Insights in the activity timeline and on email detail pages in Salesforce. The Einstein Activity Capture
permission is required to roll out this change to users.
4. Exclude users from adding emails or events from specific users or companies to Salesforce. The Einstein Activity Capture permission
is required to roll out this change to users.
5. Set default activity sharing. This Einstein Activity Capture permission is required to roll out this change to users.
When you’re ready, finish your migration by assigning Einstein Activity Capture permissions to any users who still don’t have it.

Assign Einstein Activity Capture User Permissions

Before your migrating users can use Einstein Activity Capture, they must have an Einstein Activity
USER PERMISSIONS
Capture user permission.
To assign permission sets:
Important: Depending on the Salesforce licenses that your users have today, some users
• Assign Permission Sets
have the user permission already. For others, you must assign it manually. In some cases,
additional licenses must be purchased. These considerations could impact when your users To create permission sets:
get access to Einstein Activity Capture features and sync. See Considerations for Migrating to • Manage Profiles and
Permission Sets
Einstein Activity Capture.
1. Verify which users still need an Einstein Activity Capture permission assigned to them.
a. To see a complete list of users, go to the Configuration tab, and click Download a list of Lightning Sync users.

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b. To see users by configuration, open the migrated configuration, and check the User assignments.
• Users who show [Lightning Sync] after their name must be assigned one of the Einstein Activity Capture user
permissions. Those users are still using Lightning Sync.
• Users who show [Einstein Activity Capture] after their name are already assigned one of the user permissions.
These users are already syncing using Einstein Activity Capture, and they have access to Einstein Activity Capture features
that were added to their configurations.

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2. Obtain the necessary Einstein Activity Capture user permissions, if you haven’t already.
3. Assign Einstein Activity Capture user permissions to the users who need it. See Select Who Can Use Einstein Activity Capture.

Turn Off Lightning Sync

After you migrate your Lightning Sync settings and assign users to Einstein Activity Capture, you’re
EDITIONS
ready to turn off Lightning Sync.
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then The Lightning Sync migration
select Settings. assistant is available in:
Lightning Experience
2. From the Configuration tab, click Turn Off Lightning Sync.
Users without the Einstein Activity Capture permission are removed from configurations and Einstein Activity Capture is
their contacts and events stop syncing. To get those users syncing again, give them the Einstein available in: Lightning
Activity Capture permission, and add them to a configuration. Experience and the
Salesforce mobile app

Get Acquainted with Einstein Activity Capture The Lightning Sync migration
assistant and Einstein
Now that you’re set up for Einstein Activity Capture, you and your users can get acquainted with Activity Capture are
the product. See how it works and how you can troubleshoot issues. If you added Einstein Activity available in: Professional,
Capture features or settings to your users’ migrated sync configurations, introduce those changes Enterprise, Performance,
to users and some other settings that are new to them. You can also remind users how to manage and Unlimited Editions with
which contacts and events sync. Sales Cloud

Get to Know Einstein Activity Capture USER PERMISSIONS

Admins can check out these additional resources for more information about using the product.
To turn off Lightning Sync:
• Contacts and Einstein Activity Capture • Customize Application
• Events and Einstein Activity Capture
• Emails and Einstein Activity Capture
• Analytics and Einstein Activity Capture
• Troubleshoot Einstein Activity Capture Setup Issues

Tell Users About Features and Settings That You Added

During migration we suggested that you set up these Einstein Activity features and settings. If you added them to migrated configurations,
share some resources about how they work and what users can expect.
• Einstein Email Insights
• Exclude users from adding emails or events (admin-controlled setting)
• Activity sharing

Tell Users About Their Einstein Activity Capture Settings

Now that your users are on Einstein Activity Capture, users can manage their user experiences with these settings.
• Exclude Emails and Events from Being Added to Salesforce (user-controlled setting)
• Control How Activities Added by Einstein Activity Capture Are Shared
• Set Up a Group for Sharing Activities

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Remind Users About How to Manage Syncing Contacts or Events

Remember that users can continue to manage their syncing contacts and events in the same ways they did when they used Lightning
Sync. For a reminder on how those methods work, see these Einstein Activity Capture topics.
• Prepare to Sync Contacts with Einstein Activity Capture
• Prepare to Sync Events with Einstein Activity Capture

Lightning Sync System Requirements

Confirm that your Microsoft® Exchange-based server or Google Workspace account meet these
EDITIONS
system requirements before you set up your sales reps for Lightning Sync.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
Available to set up from:
Salesforce Classic and
Lightning Sync for Google Lightning Experience
The service account connection method is available for companies working from Google Workspace.
Available in: Professional,
Einstein Activity Capture supports the Basic, Business, and Enterprise editions of Google Workspace.
Enterprise, Performance,
Unlimited, and Developer
Lightning Sync for Microsoft Exchange Editions with Sales Cloud,
Service Cloud, and Lightning
The service account and OAuth 2.0 connection method are available for companies working from
Platform
Microsoft Exchange.
Lightning Sync doesn’t support hybrid Exchange server deployments that include both Exchange
Online and on-premises Exchange servers. Syncing to even one of the servers in a hybrid deployment isn’t supported.

Connection method Supported servers Required Settings

Exchange service account • Office 365® Enterprise Editions with • Exchange Web Services (EWS) on an SSL
Exchange Online (Supported until connection
Microsoft retires Basic Authentication • Exchange Autodiscover Service
for Exchange Online in your tenant.)
• Either Basic Authentication or NTLM on
• Exchange Server 2019 both your Exchange server and your
• Exchange Server 2016 Autodiscover server
• Exchange Server 2013 Service Pack 1 • Encryption protocol TLS 1.1 or later

OAuth 2.0 for Exchange Office 365® Enterprise Editions with No additional settings are required to
Exchange Online. Lightning Sync only connect using OAuth 2.0
supports Office 365 tenants hosted on
Microsoft Azure global infrastructure clouds.
Azure national clouds aren’t supported.

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Lightning Sync User License Support

You can set up Lightning Sync for users who are assigned to Sales Cloud, Service Cloud, and some
EDITIONS
Lightning Platform licenses.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
With the purchase of Sales Cloud, Service Cloud, or Lightning Platform, Lightning Sync supports Available to set up from:
users working from these standard licenses only: Salesforce Classic and
Lightning Experience
• Salesforce
Available in: Professional,
• Lightning Platform Salesforce Platform*
Enterprise, Performance,
• Lightning Platform - One App** Unlimited, and Developer
• Lightning Platform App Subscription Editions with Sales Cloud,
Service Cloud, and Lightning
*Does not include Lightning Platform Starter or Lightning Platform Plus.
Platform
**Contact sync isn’t supported for Lightning Sync customers working from the user license Lightning
Platform - One App. Lightning Platform - One App doesn’t include the Contacts object.

Lightning Sync Security

Lightning Sync is designed to sync contacts and events simply and securely between Salesforce
EDITIONS
and your Microsoft or Google email service. Learn about how that design impacts how data flow
between systems and the configurations requirements you must meet to setup the product. Sync available in: Salesforce
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Classic (not available in all
orgs), Lightning Experience,
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
and the Salesforce mobile
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
app
Microsoft® or Google applications and Salesforce.
Set up available in:
Salesforce Classic (not
Lightning Sync Design and Data Flow
available in all orgs) and
Lightning Sync is designed to simplify the data flow between Salesforce and your email service.
Lightning Experience
Lightning Sync Connection Security
Available in: Professional,
Salesforce takes your data security seriously. Lightning Sync leverages standard Salesforce
Enterprise, Performance,
security measures when establishing a connection with your email service. Unlimited, and Developer
Security Measures Specific to Your Connection Method Editions with Sales Cloud,
When you prepare your email service to connect with Salesforce, you create touchpoints in Service Cloud, and Lightning
which the systems connect to sync data. Lightning Sync provides several methods for connecting Platform
systems. The security measures and other benefits that impact you depend on which connection
method you select when you set up the product. See which connection methods are available
to you based on the email service that you’re using. Then learn about the security measures that impact that connection method.
Lightning Sync Transactions
Review the transactions made by Lightning Sync in response to the work your users complete in Salesforce, and the order in which
they occur.

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Lightning Sync Design and Data Flow

Lightning Sync is designed to simplify the data flow between Salesforce and your email service.
Lightning Sync connects the core Salesforce database with your email server directly, with no email client required to maintain
synchronization. This design simplifies the connection process and makes Lightning Sync a superior solution to Salesforce for Outlook,
which requires a connection to individual Outlook user accounts. Calls to sync are made from an automated process on the Salesforce
core stack to your email service, regardless of which data store has been updated. Users don’t directly invoke communication between
the systems. Likewise, the email service doesn’t initiate communication.

With Lightning Sync, Data is stored in two locations only: users’ individual email services and the Salesforce core database.

Lightning Sync Connection Security

Salesforce takes your data security seriously. Lightning Sync leverages standard Salesforce security measures when establishing a
connection with your email service.
Lightning Sync establishes a connection with your email service when you set up the product. When establishing a connection, Salesforce
verifies the authenticity of your Microsoft or Google service with a security certificate that meets our certificate standards.
• Microsoft® Office 365® and Google G Suite automatically provide certificates that comply.
• Microsoft Exchange 2019, 2016, and 2013 customers are required to configure a certificate signed by one of the Salesforce-Approved
certificate authorities.
After the connection is established, Lightning Sync transfers contact and event data between servers. Individual users aren’t required to
log in to sync.
To avoid the possibility of interception, Salesforce uses TLS technology to protect transferred data. Upon authorization of each transaction,
Salesforce requires the TLS configuration from the data received to meet Salesforce TLS security requirements before granting access.

SEE ALSO:
Prepare Your Microsoft Exchange Server for Lightning Sync

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Sales Productivity Lightning Sync

Security Measures Specific to Your Connection Method

When you prepare your email service to connect with Salesforce, you create touchpoints in which the systems connect to sync data.
Lightning Sync provides several methods for connecting systems. The security measures and other benefits that impact you depend on
which connection method you select when you set up the product. See which connection methods are available to you based on the
email service that you’re using. Then learn about the security measures that impact that connection method.

Service Account Connection for Microsoft Users

The service account connection method is available for Lightning Sync users working on Microsoft® Exchange 2019, 2016, and 2013
and on Microsoft Office 365® (Exchange Online). For Exchange Online customers, the service account connection method is no
longer available starting October 1, 2022.
OAuth 2.0 Connection for Microsoft Users
Connecting with OAuth 2.0 is available for Lightning Sync users working from Microsoft® Office 365®. To learn more, see the Lightning
Sync system requirements.
Connection for Google G Suite Users
The Google G Suite connection method is a combination of an OAuth 2.0 and a service account connection. This design is based
on a method recommended by Google for connecting server to server.

SEE ALSO:
Lightning Sync System Requirements

Service Account Connection for Microsoft Users

The service account connection method is available for Lightning Sync users working on Microsoft® Exchange 2019, 2016, and 2013 and
on Microsoft Office 365® (Exchange Online). For Exchange Online customers, the service account connection method is no longer available
starting October 1, 2022.

Important: Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain
terms to avoid any effect on customer implementations.

Note: Microsoft is retiring Basic Authentication for Exchange Online. When Microsoft blocks Basic Authentication in your Microsoft
tenant, Lightning Sync can’t sync contacts and events for customers who have selected service account as their Lightning Sync
connection method. See Lightning Sync Service Account Connection Method Availability for Customers on Microsoft Office 365.

Requirement Why it’s required Benefit to you

Exchange admins must enable Exchange EWS enabled over a TLS connection Lightning Sync was designed following the
Web Services (EWS) over a connection using provides secure certificate authentication Microsoft-established best practices for the
TLS 1.2 or higher. between Exchange and Salesforce. While application of EWS.
EWS provides access to more objects in your Lightning Sync uses the Exchange server’s
email service, Lightning Sync can only read, certificate to authenticate over a TLS
write, and update contacts and events from connection, confirming that Exchange isn’t
users’ email services. Lightning Sync isn’t interacting with a Salesforce impostor. You
designed to discover or access other objects. can control the scope by which Lightning
Learn More Sync has access to your email service. To do
so, limit which users are impersonated with
your service account.
Learn More

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Requirement Why it’s required Benefit to you

Exchange admins must enable Auto Auto Discover lets Lightning Sync navigate Lightning Sync can identify all users set to
Discovery. to the Exchange service endpoint and sync from the scope of your service account
identify individual users to sync. and your sync configuration in Salesforce.
Learn More Auto Discovery lets Lightning Sync identify
even addresses that are part of a different
domain.
We limit Lightning Sync access to your email
service by exploring only your primary email
domain with Auto Discovery, which
minimizes opportunities for data
interception. You can include more domains
to sync by adding them manually on the
Lightning Sync Setup page in Salesforce.
You can also control access by limiting
which email service users are impersonated
with your service account.
Learn More

Exchange admins must enable Basic Lightning Sync identifies itself to your email Authentication is encrypted over a TLS 1.2
Authentication or NTLM on your email services using the authentication protocol or higher connection to provide security
server and on your autodiscover server. you chose to enable on your Exchange between endpoints on every request to
server. Lightning Sync authenticates on Exchange. You can control the scope by
every connection request Salesforce makes which Lightning Sync has access to your
to Exchange. If Basic and NTLM are enabled, email service. To do so, limit which email
Lightning Sync gives connection preference service users are impersonated with your
to Basic. If you must run other service account.
authentication methods on your server,
those methods don’t conflict with the
Lightning Sync connection.
Learn More

Exchange admins must create a service Lightning Sync uses the service account to This design lets contacts and events sync
account on your Exchange server to query for users’ Salesforce_Sync folders and without requiring users to log in to their
impersonate all syncing users. their primary calendars. The service account individual Microsoft accounts. Such a design
also queries create, update, and read server avoids time-outs to users’ login sessions,
content that users already have access to. offering a more reliable connection between
Learn More systems.
You can control the scope by which
Lightning Sync has access to your email
service. To do so, limit which email service
users are impersonated with your service
account.
Learn More

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Requirement Why it’s required Benefit to you

Service Account credentials must be Salesforce encrypts the service account Only Salesforce admins with the permissions
provided on the Outlook Integration and password field using 128-bit master keys, to access the Outlook Integration and Sync
Sync page in Salesforce Setup. using the Advanced Encryption Standard page in Setup can see or change the service
(AES) algorithm. account address.
As the password is typed, it’s masked to
prevent others from seeing it. The contents
can’t be copied and pasted elsewhere. You
can’t learn what the service account
password is by revisiting the page later.

SEE ALSO:
Lightning Sync System Requirements
See the Big Picture for Setting Up Lightning Sync for Microsoft® Exchange

OAuth 2.0 Connection for Microsoft Users

Connecting with OAuth 2.0 is available for Lightning Sync users working from Microsoft® Office 365®. To learn more, see the Lightning
Sync system requirements.

Requirement Why it’s required Benefit to you

Lightning Sync automatically requests its While OAuth 2.0 provides access to more Minimal setup is required to connect your
scope of access to all aspects of your users’ objects in your email service, Microsoft sets applications using this method.
Exchange mailbox and its resources. the breadth of that scope. Neither Salesforce This method provides access to users’
nor Microsoft admins can adjust it. However, Microsoft contacts and events without
Lightning Sync can only read, write, and individual user authentication. As a result,
update contacts and events from users’ sync between the applications remains
email services. Lightning Sync isn’t designed consistent, and data is reliably updated in
to discover or access other objects. both systems without dependency on the
user.

Your company’s Microsoft admin must After electing to connect using OAuth 2.0, Working hand-in-hand with the
provide access to Microsoft Office 365 from you’re redirected to predetermined scope requirement, this
an account with global administrator https://login.microsoftonline.com to log in method provides access to users’ Microsoft
permissions and accept Lightning Sync to your Office 365 email service. This site is contacts and events without individual user
access to Microsoft. the Azure Active Directory portal for authentication. This benefit provides a sync
customers on global infrastructure experience with fewer interruptions.
databases, also known as Global Services. Several measures provide security for your
From the portal, you provide your global data during transfer and within Salesforce.
administrator credentials and accept
permission to let Lightning Sync access your • By design, your Azure tenant secrets are
Microsoft account. This design ensures that never in transmission with the OAuth
your global administrator credentials are 2.0 connection method. Instead,
never stored in Salesforce.

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Requirement Why it’s required Benefit to you

Next, you’re redirected to the Outlook Salesforce handles the management of
Integration and Sync page in Salesforce both public and private keys.
Setup, where your Microsoft Azure tenant • Your Microsoft tenant ID is encrypted
ID is stored. Behind the scenes, Salesforce at rest. It’s visible only from the Outlook
obtains an access token to your Microsoft Integration and Sync page, so only
account. The access token is required to gain Salesforce admins (or other users with
read, update, create, or delete access to Setup access) can see it. Plus, without
Microsoft contacts or events. signed Salesforce verification,
Learn More interception of your tenant ID can’t
provide access to your Microsoft
account.
• The access token is securely transferred
from your Microsoft account to
Salesforce over a TLS connection. The
token is encrypted, and expires every
hour. New tokens are always transferred
over a TLS connection.
Completing this process in no way provides
impersonation rights to your global
administrator account.

SEE ALSO:
Lightning Sync System Requirements
See the Big Picture for Setting Up Lightning Sync for Microsoft® Exchange

Connection for Google G Suite Users

The Google G Suite connection method is a combination of an OAuth 2.0 and a service account connection. This design is based on a
method recommended by Google for connecting server to server.

Requirement Why it’s required Benefit to you

Your Google admin must establish a service After Salesforce admins upload the private After they’re uploaded, Google private keys
account for your G Suite account. To do so, key, the key provides Salesforce with an are encrypted at rest. The private key signs
Google admins generate a private key that access token to your company’s Google the outbound sync requests sent from
includes access to your Google contacts and account. This access is required for read, Salesforce. Requests can only be verified
calendar API. A Salesforce admin then update, create, or delete access to Google with the matching public key, possessed by
uploads the key to Salesforce. contacts or events. your G Suite account.
See Also: The generated access token is securely
• Prepare Your Google Account for transferred from your Google account to
Lightning Sync Salesforce over a TLS connection. The token
is encrypted. Every hour, the access token
• Prepare Salesforce for Lightning Sync

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Requirement Why it’s required Benefit to you

expires and a new token is transferred,
always over a TLS connection.

SEE ALSO:
Lightning Sync System Requirements
See the Big Picture for Setting Up Lightning Sync for Google

Lightning Sync Transactions

Review the transactions made by Lightning Sync in response to the work your users complete in Salesforce, and the order in which they
occur.
Lightning Sync initiates communication between Salesforce and your mail service asynchronously, so that the sync process doesn’t slow
down the users’ intended Salesforce transaction.
• Changes made from Salesforce are queued for transmission to the email service.
• Changes made from the email service are retrieved by a periodic polling mechanism.
When contacts or events are synced to the opposite system, Lightning Sync impersonates the user who created or updated the original
item. This behavior preserves accurate data on the items’ last update.
For specific transaction details, review these scenarios.

Sync Contacts from Salesforce to Email Service

1. User creates a contact.
2. Asynchronous job is enqueued to sync the transaction. Lightning Sync:
a. Determines which users who are configured for sync should sync the contact.
b. Checks whether contact meets sync filters.
c. Calls the email service to see whether the contact exists.
i. If it does exist, the contact is updated in the email service.
ii. If the contact doesn’t exist, Lightning Sync calls the email service to create the contact.

d. Matching contacts are mapped between Salesforce and the email service for future syncing.

Sync Events from Salesforce to Email Service

1. User creates an event.
2. Lightning Sync checks whether the user is set up to sync events.
3. Asynchronous job is enqueued to sync the transaction.
a. Lightning Sync checks whether the event meets sync filters.
b. Lightning Sync calls the email service to see whether the event exists.
i. If it does exist, the event is updated in the email service.
ii. If the event doesn’t exist, Lightning Sync calls the email service to create the event.

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c. Matching events are mapped between Salesforce and the email service for future syncing.

Sync Event Deletion from Salesforce to Email Service

1. User deletes an event.
2. Lightning Sync checks whether the record has been mapped to an event in the email service.
3. Lightning Sync checks whether the user is set up to have deleted events automatically removed from the other system.
4. If mapped to an event, asynchronous job is enqueued. Lightning Sync calls the mail service to delete the event.

Sync Contact or Event Creation, Update, or Deletion from Email Service to Salesforce
Lightning Sync runs a job for all syncing users semi-continuously. The number of syncing users impacts job frequency.
1. Lightning Sync checks whether contacts or events were created or updated, or whether events were deleted from the email service.
a. Lightning Sync checks for matched items to update. If items are discovered to have no match, new records are created in
Salesforce.
b. For deleted events, Lightning Sync checks whether users are set up to have deleted events automatically removed from the
opposite system. If so, the event is deleted from Salesforce.

How Your Contacts Sync with Lightning Sync

Learn how Lightning Sync handles your contacts or person accounts when you’re set up to use Lightning Sync.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. If you’re on Lightning Sync, use the
Lightning Sync migration assistant for a seamless transition to Einstein Activity Capture, our long-term solution for syncing contacts
and events between Microsoft® or Google applications and Salesforce.

Contact Sync
If you’re set up for Lightning Sync, learn about how we match your Microsoft or Google contacts with Salesforce contacts and
accounts. Also, learn what we do when we can’t resolve a match, and how often items sync between applications.
Person Account Sync
Learn how and when Lightning Sync syncs person account details between Google Contacts or Microsoft® contacts and Salesforce.
Contact Field Sync
When you use Lightning Sync to sync contacts, fields from your Salesforce contacts are mapped to the same or similar fields in your
external contacts list. Learn which fields sync and how fields are mapped between applications by default. Plus, see which Microsoft®
Exchange field mappings Salesforce admins can customize.
Sync for Contacts Restored from the Recycle Bin
When you use Lightning Sync, contacts that are restored from the Recycle Bin automatically start syncing approximately 24 hours
after restoration.
Contact Sync Filters
Lightning Sync contact sync filters let Salesforce admins limit which Salesforce contacts sync to users’ Microsoft or Google applications.
Learn about how sync filters work differently, depending on how they’re set.

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Contact Sync
If you’re set up for Lightning Sync, learn about how we match your Microsoft or Google contacts
EDITIONS
with Salesforce contacts and accounts. Also, learn what we do when we can’t resolve a match, and
how often items sync between applications. Available in: Salesforce
Classic, Lightning
Which Contacts Sync and How Are They Matched? Experience, and all versions
of the Salesforce app
When Lightning Sync runs its initial contact sync, it checks to see whether contacts with matching
email addresses exist in both Salesforce and Microsoft or Google. If email addresses match, the two Available in: Professional,
contacts are mapped to each other and begin to sync. If there isn’t a match, Lightning Sync checks Enterprise, Performance,
whether there’s a match between the first and last name. If there’s a match, then those contacts Unlimited, and Developer
are mapped to sync. If there isn’t a match, a new contact is created, and those two contacts are Editions
mapped to sync. If multiple contacts have matching email addresses, Lightning Sync chooses a
contact that meets the matching criteria your Salesforce admin chose in your sync configuration.
Matching criteria options include most recent activity, last updated, and oldest creation date. Those contacts are then mapped to sync.
Lightning Sync also checks for a match between a contact’s company name in Microsoft or Google and an account’s company name in
Salesforce. If there’s a match, the Salesforce account is related to the synced contact in Salesforce. If there isn’t a match, the contact is
added to the Unresolved Items list in Salesforce.
After the initial sync, Lightning Sync periodically checks whether there are new or updated contacts that require syncing. There are
various factors that can impact sync wait time, such as:
• When many users are set up to start syncing around the same time
• When sync is pending for a significant number of contacts
For example, at a large company, an extended wait time is likely upon the first sync.
Lightning Sync can also sync Salesforce person accounts with Microsoft or Google contacts. Other than the explicitly stated differences,
person accounts sync like contacts do. See Person Account Sync.
To learn more about your sync direction and other sync settings, talk to your Salesforce admin. To familiarize yourself with features, see
Learn About Lightning Sync for Microsoft® Exchange Features or Learn About Lightning Sync for Google Features.

Unresolved Contacts
Sometimes Lightning Sync can’t match contacts or accounts automatically. When that happens, Lightning Sync lists partial matches on
the Unresolved Items page in your Personal Settings.
To match unresolved contacts, decide whether you want to sync the Microsoft or Google contact to an existing Salesforce contact, or
create a contact. Or you can update the Salesforce account with the information required to find a match, such as first name, last name,
company name, or email address.
If you’re set up to sync both ways, we recommend creating relevant accounts in Salesforce before your admin rolls out contact sync.
Otherwise, if you don’t resolve unmatched Salesforce contacts before the next sync cycle, Lightning Sync removes the company from
Microsoft or Google contacts.

SEE ALSO:
Resolve Your Synced Contacts
Define Lightning Sync for Microsoft® Exchange Settings for Reps

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Person Account Sync

Learn how and when Lightning Sync syncs person account details between Google Contacts or
EDITIONS
Microsoft® contacts and Salesforce.
If you use person accounts, your admin can keep data on customers and prospects in sync between Available in: Salesforce
Salesforce and your Google or Microsoft contacts. That way, you no longer have to maintain contact Classic (not available in all
records in two systems. orgs), Lightning Experience,
and all versions of the
Here’s how it works. If admins enable person accounts in Salesforce, your person accounts match
Salesforce app
and sync with your Google Contacts or Microsoft contacts.
Available in: Professional,
If you’re set up to sync person accounts both ways, from Google to Salesforce, or from Exchange
Enterprise, Performance,
to Salesforce, create person accounts in Salesforce only. That’s because Google Contacts and
Unlimited, and Developer
Microsoft applications like Outlook don’t have person accounts, so new contacts created from those
Editions
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.
To match person accounts and contacts, Lightning Sync compares the Salesforce First Name and Last Name fields to the
Google or Outlook Company field. After person accounts are matched for sync, changes to First Name, Last Name, and
Company don’t sync between applications.
Other than the explicitly stated differences, person accounts sync like contacts do. See Contact Sync.

Contact Field Sync

When you use Lightning Sync to sync contacts, fields from your Salesforce contacts are mapped
EDITIONS
to the same or similar fields in your external contacts list. Learn which fields sync and how fields
are mapped between applications by default. Plus, see which Microsoft® Exchange field mappings Available to sync records
Salesforce admins can customize. from: Salesforce Classic,
By default, Lightning Sync maps contact fields between Salesforce and your Microsoft Exchange Lightning Experience, and
or Google contacts list as indicated in the tables. the Salesforce mobile app

For customers who sync Salesforce with Exchange, admins can customize how some standard Available to set up from:
Salesforce fields map to some standard Exchange fields. Admins customize field mappings from Salesforce Classic and
sync configurations in Setup. Sometimes admins can’t customize field mappings. Lightning Experience

• Admins can’t map custom Salesforce fields. Available in: Professional,

• Admins can’t customize mappings for all standard Salesforce fields. For example, admins can’t Enterprise, Performance,
customize mappings for fields that Lightning Sync relies on for matching during the sync Unlimited, and Developer
process. The table indicates which standard mappings can’t be customized. Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
Default Contact Field Mappings for Microsoft Exchange

Salesforce Field Exchange Field Customizable Mapping? Details

Account Name Company (CompanyName) No

Assistant Assistant name (AssistantName) Yes

Assist. Phone Assistant phone Yes

(AssistantPhone)

Birthdate Birthday Yes

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Salesforce Field Exchange Field Customizable Mapping? Details

Department Department Yes

Description Notes (Body) Yes

Email Email address (EmailAddress1) No

Fax Business fax (BusinessFax) Yes

First Name First name (FirstName) No

Home Phone Home phone (HomePhone) Yes

Last Name Last name (Surname) No

Mailing City Business address City Yes

(BusinessAddressCity)

Mailing Country Business address Yes

Country/Region
(BusinessAddressCountryOrRegion)

Mailing State/Province Business address State/Province Yes

(BusinessAddressState)

Mailing Street Business address Street Yes

(BusinessAddressStreet)

Mailing Zip/Postal Code Business address Zip/Postal code Yes

(BusinessAddressPostalCode)

Mobile Mobile phone (MobilePhone) Yes

Other City Other address City Yes

(OtherAddressCity)

Other Country Other address Country/Region Yes

(OtherAddressCountryOrRegion)

Other Phone Other (Telephone) Yes In Outlook, this field is located

under the Phone menu when
you add more fields to the
contact.

Other State/Province Other address State/Province Yes

(OtherAddressState)

Other Street Other address Street Yes

(OtherAddressStreet)

Other Zip/Postal Code Other address Zip/Postal code Yes

(OtherAddressPostalCode)

Phone Business phone (BusinessPhone) Yes

Title Job title (JobTitle) Yes

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Default Contact Field Mappings for Google

Salesforce Field Google Field Details

Account Name Company (companyName)

Assistant Relationship (relation) Standard label Assistant required on Google

field Relationship.*

Birthdate Birthday (birthday)

Department Department (orgDepartment)

Email Email (email) When creating contacts in Google, the

primary Email field must include the
standard label Work for the contact to sync.
Adding no label, other standard labels, or a
custom label prevents the Google contact
from syncing to Salesforce.

Fax Phone (faxNumber) Standard label Work Fax required on Google

field Phone.*

First Name First name (givenName)

Home Phone Phone (Phone) Standard label Home required to sync field.*

Last Name Last name (familyName)

Mailing City City (city) Standard label Work required on the Google
address.*

Mailing Country Country/Region (country) Standard label Work required on the Google
address.*

Mailing State/Province State (state) Standard label Work required on the Google
address.*

Mailing Street Street address (street) Standard label Work required on the Google
address.*

Mailing Zip/Postal Code ZIP code (postCode) Standard label Work required on the Google
address.*

Mobile Phone (mobilePhoneNumber) Standard label Mobile required Google field

Phone.*

Other City City (city) Standard label Other required on the Google
address.*

Other Country Country/Region (Country) Standard label Other required on the Google
address.*

Other Phone Phone (otherPhoneNumber) Standard label Other required on Google

Phone field.*

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Salesforce Field Google Field Details

Other State/Province State (otherState) Other label required on the Google
address.*

Other Street Street address (otherStreet) Standard label Other required on the Google
address.*

Other Zip/Postal Code ZIP code (otherPostCode) Standard label Other required on the Google
address.*

Phone Phone (phone) Standard label Work required on the Google

Phone field.

Title Job Title (title)

*Adding no label, a different standard label, or a custom label prevents these fields from syncing.

SEE ALSO:
Define Lightning Sync for Microsoft® Exchange Settings for Reps
Define Lightning Sync for Google Settings for Reps
Contact Sync

Sync for Contacts Restored from the Recycle Bin

When you use Lightning Sync, contacts that are restored from the Recycle Bin automatically start
EDITIONS
syncing approximately 24 hours after restoration.
Available in: Salesforce
Contact Sync Filters Classic, Lightning
Experience, and all versions
Lightning Sync contact sync filters let Salesforce admins limit which Salesforce contacts sync to of the Salesforce app
users’ Microsoft or Google applications. Learn about how sync filters work differently, depending
on how they’re set. Available in: Professional,
Enterprise, Performance,
Salesforce admins can define these contact filters on users’ sync configuration data sets. Unlimited, and Developer
• Filter by record ownership Editions
– Selected Contacts: User’s Records (1) - Select these options to sync only the contacts the
user owns. You must select these options together.
– All Contacts (2) - Select this option to sync all contacts the user has access to in Salesforce. Remember, a users’ access to contacts
is based on how you set up object-level and record-level security for contacts in your org.

• Filter by objects or fields (3)

• Sync contacts users follow in Chatter (4)

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Sync Contacts Users Follow in Chatter Setting

The Sync contacts users follow in Chatter setting works differently depending on the other filters selected in the configuration.

Selected record ownership setting Additional object or field filters User experience when the Sync
added? contacts users follow in Chatter
setting is selected
Selected Contacts: User’s Records No additional filters added. Only the Salesforce contacts that users own
plus the contacts that users follow in Chatter
sync to Salesforce.

Additional filters added. Salesforce contacts that users own sync to

Microsoft or Google, only if they meet the
additional object or field filters.
Plus Salesforce contacts that users follow in
Chatter sync to Microsoft or Google, even if
the contacts don’t meet the additional
object or field filters.

All Contacts No additional filters added. All of the Salesforce contacts that users can
access sync to Microsoft or Google, which
includes contacts users follow in Chatter.
Users see the same behavior whether the
follow in Chatter setting is turned on or off.

Additional filters added. Salesforce contacts that users can access,

including the contacts that they follow in

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Selected record ownership setting Additional object or field filters User experience when the Sync
added? contacts users follow in Chatter
setting is selected
Chatter, sync to Microsoft or Google only if
they meet the additional object or field
filters.

SEE ALSO:
Get Ready to Sync Contacts with Lightning Sync for Google
Get Ready to Sync Contacts with Lightning Sync for Microsoft® Exchange

How Your Events Sync with Lightning Sync

Learn how Lightning Sync handles your events when you’re set up to use Lightning Sync.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. If you’re on Lightning Sync, use the
Lightning Sync migration assistant for a seamless transition to Einstein Activity Capture, our long-term solution for syncing contacts
and events between Microsoft® or Google applications and Salesforce.

Event Sync
If you’re set up for Lightning Sync, learn how we match your Microsoft or Google events with relevant Salesforce events, leads, and
contacts. You can also learn what we do when we can’t resolve a match, which events we sync, and how often.
Events Automatically Related to Contacts or Leads
Lightning Sync can automatically relate Microsoft or Google events to relevant contacts or leads in Salesforce. Learn how that feature
works, and how it interacts with other Salesforce options.
Event Series Sync
If you use Lightning Sync, your Salesforce admin can set up your event series to sync between Microsoft calendars and Lightning
Experience or the Salesforce mobile app. Admins set up event series sync from your sync configuration in Setup.
Event Attendee Sync
If you sync events with Lightning Sync, invited contacts, leads, and other Salesforce users sync to Microsoft® Exchange or Google
calendars. Events sync for the organizer and attendees according to the sync direction that Salesforce admins have set for the
organizer.
Event Delete
You can set up sales reps to delete events—from both their calendar and Salesforce—in one action.
Private Event Sync
When you select the Sync private events setting in your sales reps’ Lightning Sync configurations, events that reps mark as private
can sync between Salesforce and your Microsoft or Google calendar. When a private event syncs, it’s marked as private in both
calendar applications. However, some situations aren’t supported for private events, such as attendee sync and automatically relating
contacts or leads, that.
Event Field Sync
When you use Lightning Sync to sync events, fields from your Salesforce events are mapped to the same or similar fields in your
external calendar. Learn which fields sync and how fields are mapped between applications by default. Plus, see which Microsoft®
Exchange field mappings Salesforce admins can customize.

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Sync for Events Restored from the Recycle Bin

When you’re using Lightning Sync, learn which kinds of events restored from the Recycle Bin start syncing again.

Event Sync
If you’re set up for Lightning Sync, learn how we match your Microsoft or Google events with
EDITIONS
relevant Salesforce events, leads, and contacts. You can also learn what we do when we can’t resolve
a match, which events we sync, and how often. Available in: Salesforce
Classic, Lightning
Which Events Sync and How Are They Matched? Experience, and all versions
of the Salesforce app
Lightning Sync checks to see whether an event with the same subject, date, and start and end
times exists in both Salesforce and Microsoft or Google. If events match, they’re mapped to each Available in: Professional,
other and begin to sync between applications. If no events match, a new event is created, and the Enterprise, Performance,
two are mapped to sync between your external calendar. Unlimited, and Developer
Editions
Because recent events are the most relevant to you, after your admin initiates sync, Lightning Sync
attempts to match only:
• New Salesforce events after you create them or existing Salesforce events after you update them.
• New and existing Microsoft or Google events that fall within the filter and sync settings set by your Salesforce admin.
Event sync can take up to a day or more. There are various factors that can impact sync wait time, such as:
• When many users are set up to start syncing around the same time
• When sync is pending for a significant number of events
For example, at a large company, an extended wait time is likely upon the first sync.
To learn about your sync direction, sync filters, and other settings, talk to your Salesforce admin. To familiarize yourself with features, see
Learn About Lightning Sync for Microsoft® Exchange Features or Learn About Lightning Sync for Google Features.

Unresolved Events
After syncing, events that can’t be related to a lead or contact are added to the Unresolved Items list in your Personal Settings in Salesforce.
From there, you can choose which Salesforce leads or contacts to relate to the synced event. Or you can remove the event from the list
and opt not to relate a record.
Most synced events are added to the Unresolved Items list, unless admins select the Automatically Relate Events to Contacts or
Leads option from users’ sync configurations. This option automatically relates a relevant lead or contact to synced events.

SEE ALSO:
Events Automatically Related to Contacts or Leads
Resolve Your Synced Events
Considerations for Syncing Events
Define Lightning Sync for Microsoft® Exchange Settings for Reps

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Events Automatically Related to Contacts or Leads

Lightning Sync can automatically relate Microsoft or Google events to relevant contacts or leads in
EDITIONS
Salesforce. Learn how that feature works, and how it interacts with other Salesforce options.
To enable this feature, your Salesforce admin selects the Automatically relate events to Salesforce Available to sync records
records option from your sync configuration in Setup. from: Salesforce Classic,
Lightning Experience, and
Events are automatically related only under these conditions.
the Salesforce mobile app
• When sales reps create their events in Microsoft or Google calendars.
Available to set up from:
• When the attendee’s email address matches an email address found on a contact or lead in Salesforce Classic and
Salesforce. Lightning Experience
• The first time the event syncs from your Microsoft or Google calendars to Salesforce. After the
Available in: Professional,
first time the event syncs to Salesforce, subsequent matching contacts or leads invited to the
Enterprise, Performance,
event aren’t automatically related. Likewise, when a user removes an attendee from an event,
Unlimited, and Developer
the attendee’s name is removed from the Attendees field, but the matching related records
Editions with Sales Cloud,
aren’t automatically removed from the event. But you can remove or replace the related record
Service Cloud, and Lightning
manually. Platform
• If Salesforce sharing rules permit the event organizer to see the matching contacts or leads in
Salesforce. (Or in record-level access terms, only View access to the matching records is needed.)
For events with an organizer and more than one attendee, you can’t always predict which specific attendee or attendees “wins” as the
related record or records. Which records are related depend on these two factors.
• Whether your admin has turned on shared activities (the Allow Users to Relate Multiple Contacts to Tasks and Events option on the
Activity Settings page in Setup)
• The kinds of records (users, contacts, or leads) you have in Salesforce that include email addresses that match the attendees’ email
addresses.

Matching Attendees with Records when Shared Activities Is Off

When shared activities is off, Lightning Sync can relate only one Salesforce contact or lead to your event.
• For events with an organizer and only one attendee, Lightning Sync searches for a contact or lead that matches that single attendee
and relates it to the event.
• For events with more attendees, Lightning Sync evaluates attendees for matches in a random order. Because only one related record
is supported, the record that “wins” is dependent on the random order attendees are evaluated and the matching contact or lead
you have in Salesforce.
Sometimes Lightning Sync finds multiple Salesforce records that match a single attendee’s email address. In that case, here’s how records
are related when shared activities is off.

If the attendee’s email address ...Salesforce adds this record to the … and Lightning Sync automatically
matches these Salesforce records Attendee field relates this record to the event.
A contact and a lead The contact The contact

A Salesforce user and either or both: The Salesforce user The contact. If no matching contact is found,
• A contact the lead.

• A lead

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Matching Attendees with Records when Shared Activities Is On

When shared activities is on, Lightning Sync can relate up to 50 matching contacts or one matching lead to your event.
• For events with an organizer and only one attendee, Lightning Sync searches for a contact or lead that matches that single attendee
and relates it to the event.
• For events with more attendees, Lightning Sync first searches all attendees for matching Salesforce contacts and relates the first 50
that are located. If no matching contacts are found, Lightning Sync searches all attendees for a matching Salesforce lead and relates
the first one that’s located.
Sometimes Lightning Sync finds multiple Salesforce records that match a single attendee’s email address. In that case, here’s how records
are related when shared activities is on.

If the attendee’s email address ...Salesforce adds this record to the … and Lightning Sync automatically
matches these Salesforce records Attendee field relates this record to the event.
A contact and a lead The contact The contact

A Salesforce user and either or both: The Salesforce user If a contact or lead has the same email
• A contact address as a Salesforce user, and that user
has already been added to the Attendees
• A lead
field, Lightning Sync doesn’t relate the
matching contact or lead to the event.
Instead, Lightning Sync evaluates the rest
of the event attendees, looking for up to 50
matching contacts, and relate them. If no
contacts are found, Lightning Sync evaluates
the rest of the event attendees, looking for
one matching lead, and relates it.

What to Expect When No Matching Contact or Lead Is Found

If no contacts or leads match your event attendee’s email address, synced events are added to the Unresolved Items list in your Personal
Settings in Salesforce. From there, you can choose which Salesforce contacts or leads to relate. Or you can remove the event from the
list and opt not to relate a record.

SEE ALSO:
Considerations for Syncing Events
Resolve Your Synced Events
Define Lightning Sync for Microsoft® Exchange Settings for Reps
Enable Shared Activities

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Event Series Sync

If you use Lightning Sync, your Salesforce admin can set up your event series to sync between
EDITIONS
Microsoft calendars and Lightning Experience or the Salesforce mobile app. Admins set up event
series sync from your sync configuration in Setup. Available in: Lightning
Keep in mind that only Lightning Sync for Microsoft Exchange supports event series sync. Also, Experience, and all versions
Lightning Sync doesn’t sync recurring events (repeating events created in Salesforce Classic). of the Salesforce mobile app

To learn more about these differences and how syncing event series can be different from syncing Available in: Professional,
standalone events, see Considerations for Syncing Events. Enterprise, Performance,
Unlimited, and Developer
Editions
SEE ALSO:
Considerations for Using Events and Calendars in Lightning Experience
Define Lightning Sync for Microsoft® Exchange Settings for Reps

Event Attendee Sync

If you sync events with Lightning Sync, invited contacts, leads, and other Salesforce users sync to
EDITIONS
Microsoft® Exchange or Google calendars. Events sync for the organizer and attendees according
to the sync direction that Salesforce admins have set for the organizer. Available to sync records
Note: In Lightning Experience, people you invite to meetings are referred to as “attendees.” from: Salesforce Classic,
Lightning Experience, and
In Salesforce Classic, those same people are called “invitees.” Here, to keep things simple, we
the Salesforce mobile app
refer to attendees only, but the user experience is the same in both interfaces.
Available to set up from:
Salesforce Classic and
When Do Attendees Sync?
Lightning Experience
Event attendee details automatically sync when:
Available in: Professional,
• The event organizer is a Salesforce user in your org who’s been set up to sync events with Enterprise, Performance,
Lightning Sync. Unlimited, and Developer
• The event attendee is a Salesforce user, contact, or lead. Editions with Sales Cloud,
Service Cloud, and Lightning
For example, when syncing organizers create events in Salesforce, organizers can invite attendees
Platform
who are Salesforce users, contacts, or leads only, and the attendee field syncs. External attendees
must be invited to events from organizers’ external Microsoft or Google calendars. In these cases,
the attendee field doesn’t sync to Salesforce.
When syncing organizers create events from their external calendars, organizers can invite any attendee. If the attendee’s email address
must match the email address of a Salesforce user, contact, or lead, the event syncs to Salesforce. If the attendee matches multiple email
addresses in Salesforce, Lightning Sync gives matching preference first to users, then to contacts, and last to leads. For example, if an
attendee’s email address matches both a contact and a lead, the matching contact syncs as the attendee. If the attendee’s email address
doesn’t match a Salesforce user, contact, or lead, the attendee field doesn’t sync to Salesforce.
Lightning Sync syncs up to 50 attendees per event.

How Do Syncing Organizers and Attendees Experience Syncing Events?

In Salesforce, syncing organizers and attendees experience the same events differently.
• A syncing organizer can see and edit any event field. Any changes an organizer makes to the event are visible to attendees.

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Sales Productivity Lightning Sync

• An attendee can see event details but can edit only the event reminder or mark the event as private. If an attendee deletes the event
from Salesforce calendar, the event is removed from the attendee’s Salesforce calendar only. The attendee’s name is saved on the
event in both the Created By and Last Updated By fields.
Events sync for both the organizer and attendees according to the sync direction admins have set for the organizer. For this reason, it’s
best when admins set up event sync for whole teams, rather than individuals. Otherwise, when a nonsyncing organizer invites a syncing
attendee, the attendee experiences some unexpected sync behavior. Sometimes, events don’t sync at all. To learn more, review the
attendees section in Considerations for Syncing Events.

How Are Event Invitations Sent to Attendees?

Event invitations and cancellations for syncing events are emailed to attendees from Exchange or Google, not from Salesforce. For
Lightning Experience or Salesforce mobile app users, Lightning Sync or Einstein Activity Capture are required to send event invitations
to event attendees. For Salesforce Classic users, Salesforce-sent event invitations are suppressed when Lightning Sync or Einstein Activity
Capture is enabled to avoid sending duplicate invitations to users.
Attendee responses to event invitations never sync from Salesforce to Exchange or Google. In Lightning Experience and the Salesforce
mobile app, it isn’t possible for attendees to respond to event invitations. To avoid overwriting attendance statuses in Salesforce Classic,
users can learn where to respond to event invitations based on their set sync directions.

SEE ALSO:
Considerations for Syncing Events
Considerations for Using Events and Calendars in Lightning Experience
Define Lightning Sync for Microsoft® Exchange Settings for Reps
Respond to Event Invitations from Your Microsoft or Google Calendar

Event Delete
You can set up sales reps to delete events—from both their calendar and Salesforce—in one action.
EDITIONS
If admins select the option Delete synced events on your sync configuration, when you delete a
syncing event, its counterpart is removed from the other application. Moving an event from your Sync available in: Salesforce
primary calendar to a secondary calendar also removes the event’s counterpart from the other Classic (not available in all
application. orgs), Lightning Experience,
and the Salesforce mobile
Deleting synced events works according to your sync direction.
app
Example: If you sync events from Microsoft to Salesforce only, when you delete an event Set up available in:
from your Microsoft calendar, the event’s counterpart is removed from Salesforce. However, Salesforce Classic (not
because of your sync direction, the opposite isn’t true: If you delete the event from Salesforce, available in all orgs) and
the event’s counterpart remains in your Microsoft calendar. Lightning Experience

Available in: Professional,

SEE ALSO: Enterprise, Performance,
Define Lightning Sync for Microsoft® Exchange Settings for Reps Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform

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Sales Productivity Lightning Sync

Private Event Sync

When you select the Sync private events setting in your sales reps’ Lightning Sync configurations,
EDITIONS
events that reps mark as private can sync between Salesforce and your Microsoft or Google calendar.
When a private event syncs, it’s marked as private in both calendar applications. However, some Sync available in: Salesforce
situations aren’t supported for private events, such as attendee sync and automatically relating Classic (not available in all
contacts or leads, that. orgs), Lightning Experience,
and the Salesforce mobile
When Do Private Events Sync? app

After you turn on the setting, a rep’s private events sync according to the rep’s sync direction. Set up available in:
Salesforce Classic (not
• If the private event is new, the event syncs after a rep creates the event. available in all orgs) and
• If a rep created the private event before you turned on the setting, the event syncs after a rep Lightning Experience
updates the event.
Available in: Professional,
Only an admin can see whether private events are set up to sync for reps or which sync direction Enterprise, Performance,
is set. It’s important that you explain the sync setup to reps so that they can prepare their calendars Unlimited, and Developer
accordingly—and keep Great Aunt Alberta’s 95th birthday party out of Salesforce. Editions with Sales Cloud,
If you turn off the Sync private events setting, private events are no longer queued for sync. A version Service Cloud, and Lightning
of each private event that was previously synced remains in both Salesforce and reps’ external Platform
calendars until reps delete one or both. If reps notice that a few private events sync one last time,
those changes were likely queued for sync before you turned off the setting.

Who Sees Reps’ Private Events When They Sync?

The amount of event information that rep’s colleagues see depends on which application events are viewed from.
• In Salesforce, a private event’s start and end times are visible to colleagues, but event details are hidden. All private event details are
visible to Salesforce admins who can view, edit, and report on events. Reps can choose to share more private event details with their
colleagues by changing their calendar sharing in their Personal Settings.
• In external calendars, those calendar applications determine how private event details are shared with colleagues and supervisors.
Refer to the documentation for your calendar application.

How Does Lightning Sync Handle Attendees and Related Records on Private Events?
Salesforce doesn’t support adding attendees (Lightning Experience and Salesforce app), invitees (Salesforce Classic), or related records
to private events. Therefore, attendees added to private events from Microsoft or Google calendars don’t sync to Salesforce. Likewise,
Salesforce users who are invited to private events from Microsoft or Google calendars can’t see the event on their Salesforce calendars.
And records can’t be automatically related to events marked as private, even if the Automatically relate events to Salesforce records
setting is selected in a rep’s sync configuration.
Here’s how private events sync is managed when reps set or change the private setting on events.

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
Rep creates a private event. Exchange or Google Calendar The event syncs to Salesforce as If the event is updated in
private. Salesforce, when it syncs back
If the event includes attendees, to Exchange or Google,
the attendee field doesn’t sync attendees remain on the

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Sales Productivity Lightning Sync

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
to Salesforce. The event doesn’t Exchange or Google version of
sync to Salesforce for any of the the event.
meeting attendees who are
Salesforce users.

Salesforce The event syncs to Exchange or No unexpected outcome.

Google as private.

Rep converts a syncing, private Exchange or Google Calendar When the event syncs to No unexpected outcome.
event to public. Salesforce, the event is marked
as public.
If the event includes attendees,
the attendee field syncs to
Salesforce. The event syncs to
Salesforce for any of the meeting
attendees who are Salesforce
users.

Salesforce When the event syncs to No unexpected outcome.

Exchange, Einstein Activity
Capture doesn’t convert the
event to public. The event is
updated in Salesforce and
remains private in Exchange.
When the event syncs to
Google, the event is marked as
public. If the rep adds attendees
after converting the event to
public, the attendees field syncs
to Google.

Rep converts a syncing, public Exchange or Google Calendar • If the Exchange or Google If the event remains public in
event to private. version of the event includes Salesforce and the Exchange or
no attendees or related Google version of the event is
records, the event syncs to private, Einstein Activity Capture
Salesforce as private. immediately syncs the event
back as private.
• If the Exchange or Google
version of the event includes
attendees or related records,
Einstein Activity Capture
doesn’t convert the event to
private in Salesforce. The
event remains as public, and
attendees and related
records are retained.

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Sales Productivity Lightning Sync

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
Salesforce When the event syncs to If any future updates are made
Exchange, Einstein Activity to the attendees field from
Capture doesn’t convert the Google, the changes don’t sync
event to private. The event is to Salesforce as long as the
updated in Salesforce and event remains private.
remains public in Exchange.
When the event syncs to
Google:
• If the Salesforce version of
the event includes no
attendees or related records,
the event syncs to Google
as private.
• If the Salesforce version of
the event includes
attendees or related records,
the rep is required to
remove both before the
event can be converted to
private. Then the event can
be saved and syncs to
Google as private.
Any previously syncing
attendees remain on the
Google version of the event.

Rep converts one occurrence of Salesforce Microsoft doesn’t allow one No unexpected outcome.
a syncing, public event series to occurrence of a series to have a
private. different privacy setting than the
rest of the series. When Einstein
Activity Capture queues the
event for sync, it reverts the
occurrence back to public in
Salesforce because the change
can’t sync to the Microsoft
calendar.
If reps removed any attendees
or related records before saving
the record in Salesforce, those
items are restored.

Rep converts one occurrence of Salesforce Microsoft doesn’t allow one No unexpected outcome.
a syncing, private event series to occurrence of a series to have a
public. different privacy setting than the

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Sales Productivity Lightning Sync

Rep’s action From this application Sync outcome Sync back outcome (occurs
for reps set to sync both
ways)
rest of the series. When Einstein
Activity Capture queues the
event for sync, it reverts the
occurrence back to private in
Salesforce because the change
can’t sync to the Microsoft
calendar.

Reps can convert one occurrence of a syncing event series if the event series was created in an Exchange Calendar, Lightning Experience,
or the Salesforce app. Event series sync isn’t supported for Google Calendar or Salesforce Classic.

SEE ALSO:
Define Lightning Sync for Microsoft® Exchange Settings for Reps
What's the difference between private items in both Salesforce and Microsoft® Outlook®?
Calendar Sharing

Event Field Sync

When you use Lightning Sync to sync events, fields from your Salesforce events are mapped to the
EDITIONS
same or similar fields in your external calendar. Learn which fields sync and how fields are mapped
between applications by default. Plus, see which Microsoft® Exchange field mappings Salesforce Available to sync records
admins can customize. from: Salesforce Classic,
For customers who sync Salesforce with Exchange, admins can customize how some standard Lightning Experience, and
Salesforce fields map to some standard Exchange fields. Admins customize field mappings from the Salesforce mobile app
sync configurations in Setup. Sometimes admins can’t customize field mappings. Available to set up from:
• Admins can’t map custom Salesforce fields. Salesforce Classic and
• Admins can’t customize mappings for all standard Salesforce fields. For example, admins can’t Lightning Experience
customize mappings for fields that Lightning Sync relies on for matching during the sync Available in: Professional,
process. The table indicates which mappings can’t be customized. Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Default Event Field Mappings for Microsoft Exchange
Service Cloud, and Lightning
Platform
Salesforce Field Exchange Field Customizable Details
Mapping?
All-Day Event All Day (IsAllDayEvent) No All-day events sync to
Salesforce as 24-hour
events.

Attendees No field label No The Salesforce

Attendees field must
be added to the event
page layout to see the

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Sales Productivity Lightning Sync

Salesforce Field Exchange Field Customizable Mapping? Details

attendees list in Salesforce.
To understand how the
attendees field and attendee
responses sync, see Event
Attendee Sync.
In Outlook, this field is shown as
an icon, with a text field to add
attendees and mark them as
required or optional. The API
labels for the Exchange fields are
RequiredAttendees AND
OptionalAttendees. Salesforce
syncs both Exchange fields with
Attendees.

Description Notes (Body) Yes

Duration Duration No

End No field label No In Outlook, this field is shown as

an icon, with the options to
select an end time or day. The
API label for the Exchange field
is End.

Location No field label Yes In Outlook, this field is shown as

an icon, with a text field to add
a location. The API label for the
Exchange field is Location.

Assigned To Organizer (Organizer) No

Private Private (Sensitivity) No The Salesforce field Private syncs

with the Exchange field
Sensitivity, and Private is one of
the Exchange field options. Only
Private syncs with Salesforce.
Only Private shows in Outlook.

Reminder Date/Time Remind Me Yes In Outlook, this field is shown as

(ReminderMinutesBeforeStart) part of the Remind Me field.

Reminder Set Remind Me (IsReminderSet) Yes In Outlook, this field is shown as

part of the Remind Me field.

Repeat Repeat (AppointmentType) No Repeating event details sync

only if you enable Lightning
Experience, add the Repeat field
to the Salesforce event page

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Sales Productivity Lightning Sync

Salesforce Field Exchange Field Customizable Mapping? Details

layout, and enable Event series
sync on users’ Lightning Sync
configurations.
In Outlook, this field is shown as
Repeat on events from the edit
page, and Series from the saved
event.

Show Time As Show as (LegacyFreeBusyStatus) Yes In Outlook, calendar availability

is shown as Free, Tentative, Busy,
Away, Out of office, or Working
elsewhere. Outlook Tentative,
Busy, and Away sync as Busy in
Salesforce. Outlook Free and
Working elsewhere sync as
Salesforce Free, and Outlook Out
of office syncs as Salesforce Out
of office.

Start OR Time No field label No The Salesforce field Time syncs

with the Exchange field Start
only if multiday events are
enabled in Salesforce. Otherwise,
the Salesforce field Start syncs
with the Exchange field Start.
In Outlook, this field is shown as
an icon, with the options to
select a start time or day. The API
label for the Exchange field is
Start.

Subject No field label No In Outlook, this field is shown as

an icon, with a text field to add
an event title. The API label for
the Exchange field is Subject.

Time Zone Not shown No Outlook events don’t show this

field. The API label for the
Exchange field is StartTimeZone.

Default Event Field Mappings for Google

Salesforce Field Google Field Details

All-Day Event All Day (isAllday)

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Sales Productivity Lightning Sync

Salesforce Field Google Field Details

Attendees Guests (attendees) The Salesforce Attendees field must be
added to the event page layout to see the
attendees list in Salesforce.
To understand how the attendees field and
attendee responses sync, see Event
Attendee Sync.

Description Description (description)

End No field label In Google Calendar, this field is shown with

the options to select an end time or day.
The API label for the Google field is end.

Location Location (location)

Assigned To Organizer (organizer)

Private No field label In Google Calendar, this field is shown with

the options to select an end time or day.
The API label for the Google field is visibility.

Reminder Date/Time No field label In Google Calendar, this field is shown as

the options Default visibility, Public, or
Private. The API label for the Google field is
reminders.

Reminder Set No field label In Google Calendar, this option can be set
by dismissing the Notification or Email
options. The API label for the Google field
is isReminderSet.

Show Time As No field label In Google Calendar, this field is shown as an

icon with the options Busy or Free. The API
label for the Google field is status.

Start OR Time No field label In Google Calendar, this field is shown with
the options to select a start time or day. The
API label for the Google field is start.
The Salesforce field Time syncs with the
Google field Start only if multiday events are
enabled in Salesforce. Otherwise, the
Salesforce field Start syncs with the Google
field Start.

Subject No field label In Google Calendar, this field is a text field

with Add title in the field prompt. The API
label for the Google field is summary.

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Sales Productivity Lightning Sync

Salesforce Field Google Field Details

Time Zone Time zone (timeZone)

SEE ALSO:
Define Lightning Sync for Microsoft® Exchange Settings for Reps
Define Lightning Sync for Google Settings for Reps
Event Sync
Event Attendee Sync
Event Series Sync

Sync for Events Restored from the Recycle Bin

When you’re using Lightning Sync, learn which kinds of events restored from the Recycle Bin start
EDITIONS
syncing again.
These restored events start syncing again, after you update them: Available in: Salesforce
Classic (not available in all
• Standalone events, but only if your admin set your Conflict Behavior setting in your sync
orgs), Lightning Experience,
configuration to Salesforce always wins.
and all versions of the
• While you can restore a complete event series from the Lightning Experience Recycle Bin, there Salesforce mobile app
could be unexpected behavior when it starts syncing again. Instead, recreate the event series,
and it begins to sync when it’s saved. Available in: Professional,
Enterprise, Performance,
These restored events don’t start syncing again: Unlimited, and Developer
• Standalone events, but only if your admin set your Conflict Behavior setting in your sync Editions
configuration to Exchange always wins or Google always wins.
• Standalone events that were once part of an event series (repeating event created in Lightning
Experience)
• Recurring events (repeating events created in Salesforce Classic)
• Standalone events that were once part of a recurring event
Rather than restoring them from the Recycle Bin, recreate these types of events instead. After the new events are saved, they start to
sync.

536
Sales Productivity Lightning Sync

Manage Your Syncing Contacts

If you’re a Lightning Sync user, see how you can decide which contacts sync between your Microsoft
EDITIONS
or Google applications and Salesforce.
Available to sync records
Get Ready to Sync Contacts with Lightning Sync for Google from: Salesforce Classic,
Learn how to sync contacts between Google Contacts and Salesforce when you’re set up to Lightning Experience, and
use Lightning Sync for Google. the Salesforce mobile app

Get Ready to Sync Contacts with Lightning Sync for Microsoft® Exchange Available to set up from:
Learn how to sync contacts between your company’s email application and Salesforce using Salesforce Classic and
Lightning Sync. Lightning Experience

Available in: Professional,

Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform

537
Sales Productivity Lightning Sync

Get Ready to Sync Contacts with Lightning Sync for Google

EDITIONS

Sync available in: Salesforce

Classic (not available in all
orgs), Lightning Experience,
and the Salesforce mobile
app

Set up available in:

Salesforce Classic (not
available in all orgs) and
Lightning Experience

Available in: Professional,

Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform

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Sales Productivity Lightning Sync

Learn how to sync contacts between Google Contacts and Salesforce when you’re set up to use
USER PERMISSIONS
Lightning Sync for Google.
To sync contacts both ways:
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers.
• Read and Edit on
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition contacts
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
AND
Microsoft® or Google applications and Salesforce.
Read on accounts
Note: If you’re set up to sync both ways, we recommend that you or your admin create
AND
relevant Salesforce accounts before rolling out contact sync. Otherwise, if reps don’t resolve
unmatched Salesforce contacts before the next sync cycle, Lightning Sync removes the Contact sync direction
set to Sync both ways in
company from the Google contact.
an active Lightning Sync
After your Salesforce admin initiates contacts sync for you, Lightning Sync creates a group in Google configuration
Contacts called Salesforce Sync. If you’re set up to sync from Salesforce to Google (or both To sync contacts from
ways), any contacts that have synced are found in the Salesforce Sync group. Gmail™ Salesforce to Google:
accesses those contacts automatically when you attempt to email or chat with those contacts. • Read on contacts
If you’re set up to sync from Google Contacts to Salesforce (or both ways), you can start syncing a AND
Google Contact by following these steps. Contact sync direction
1. On the contact’s Email field, add the Work label. Adding no label, other standard labels, or set to Salesforce to
Google in an active
custom labels prevents the Google contact from syncing to Salesforce. Likewise, if you want
Lightning Sync
the Google contact Phone field to sync, add one of the following labels to the phone field: configuration
Home, Work, Other, Mobile, or Work Fax.
To sync contacts from
2. Add the contact to the Salesforce Sync group. Google to Salesforce:
Lightning Sync starts syncing those contacts with Salesforce during the next sync cycle. • Create on contacts

Don’t rename, move, or delete the Salesforce Sync group, or syncing between Salesforce and Google AND
Contacts could stop. Contact sync direction
set to Google to
Salesforce in an active
Lightning Sync
configuration

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Sales Productivity Lightning Sync

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
EDITIONS
Lightning Sync.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Sync available in: Salesforce
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Classic (not available in all
orgs), Lightning Experience,
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
and the Salesforce mobile
Microsoft® or Google applications and Salesforce.
app
Note: If you’re set up to sync both ways, we recommend that you or your admin create
Set up available in:
relevant Salesforce accounts before rolling out contact sync. Otherwise, if you don’t resolve
Salesforce Classic (not
unmatched Salesforce contacts before the next sync cycle, Lightning Sync removes the available in all orgs) and
company from the Microsoft contact. Lightning Experience
After your administrator initiates contacts sync for you, Lightning Sync creates a folder in your email
Available in: Professional,
application called Salesforce_Sync. You can find the Salesforce_Sync folder under
Enterprise, Performance,
your contacts directory. Any contacts that have synced from Salesforce to your email application Unlimited, and Developer
are in Salesforce_Sync. Don’t rename, move, or delete the Salesforce_Sync folder, Editions with Sales Cloud,
or syncing between Salesforce and your email application stops. Service Cloud, and Lightning
1. Ask your administrator which direction you’re set up to sync. Platform

• 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 USER PERMISSIONS
contacts directly from your email application.
To sync contacts both ways:
• If you’re set up to sync from your email to Salesforce or to sync both ways, it’s time to move
• Read and Edit on
the contacts that you want to sync into the Salesforce_Sync folder. contacts
2. In your email application, select the contacts you want to sync. You can select multiple contacts AND
at a time. Read on accounts, AND
contact sync direction set
to Sync both ways in an
active Lightning Sync
configuration
To sync contacts from
Salesforce to Exchange:
• Read on contacts
AND
Contact sync direction
set to Salesforce to
Exchange in an active
Lightning Sync
configuration
To sync contacts from
Exchange to Salesforce:
• Create on contacts
AND
Contact sync direction
set to Exchange to
Salesforce in an active
Lightning Sync
configuration

540
Sales Productivity Lightning Sync

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.

Manage Your Syncing Events

If you’re a Lightning Sync user, see how you can decide which events sync between your Microsoft
EDITIONS
or Google applications and Salesforce.
Available to sync records
Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange from: Salesforce Classic,
You can choose which events sync from your Microsoft® calendar application to Salesforce. Lightning Experience, and
the Salesforce mobile app
Get Ready to Sync Events with Lightning Sync for Google
Choose which events sync from Google Calendar™ to Salesforce when your Salesforce admin Available to set up from:
sets you up to use Lightning Sync for Google. Salesforce Classic and
Lightning Experience
Use the Outlook or Gmail Integration to Select Which Events Sync
Sales reps can select Outlook calendar or Google Calendar events that they want to sync with Available in: Professional,
Salesforce. After Salesforce admins set up the feature, reps can select which Outlook or Google Enterprise, Performance,
Unlimited, and Developer
events sync by logging them to Salesforce using the Outlook or Gmail integration. Event updates
Editions with Sales Cloud,
sync depending on a user’s sync direction and where they make the update.
Service Cloud, and Lightning
Platform

Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange
USER PERMISSIONS EDITIONS

To sync events both ways: Read and Edit on events Sync available in: Salesforce
AND Classic (not available in all
orgs), Lightning Experience,
Event sync direction set to Sync both ways in and the Salesforce mobile
an active Lightning Sync configuration app
To sync events from Salesforce to Exchange: Read on events Set up available in:
AND Salesforce Classic (not
available in all orgs) and
Event sync direction set to Salesforce to
Lightning Experience
Exchange in an active Lightning Sync
configuration Available in: Professional,
Enterprise, Performance,
To sync events from your calendar to Create on events
Unlimited, and Developer
Salesforce: AND Editions with Sales Cloud,
Event sync direction set to Exchange to Service Cloud, and Lightning
Salesforce in an active Lightning Sync Platform
configuration*
*If admins enable the Automatically relate
events to Salesforce records option in a
user’s sync configuration, users should also

541
Sales Productivity Lightning Sync

have Read on contacts and leads to take advantage of that

feature.

You can choose which events sync from your Microsoft® calendar application to Salesforce.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. If you’re on Lightning Sync, use the
Lightning Sync migration assistant for a seamless transition to Einstein Activity Capture, our long-term solution for syncing contacts
and events between Microsoft® or Google applications and Salesforce.
If your administrator has set up Lightning Sync for Microsoft Exchange, your events sync automatically between your Microsoft calendar
to Salesforce. Events sync when you create or update them. If you’ve got many events, your first sync could take some time.
Admins decide in what direction your events sync: between Salesforce and your Microsoft Exchange server, or just one way. Ask your
admin in which direction you’re set up to sync, so you know where to update your events.
Admins can select more settings to define your sync experience. Ask your admin about how you’re set up to sync in these cases:

Prevent Personal Events from Syncing

You can prevent 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 default 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.

Respond to Event Invitations from Your Microsoft Calendar

Your responses to event invitations don’t sync from Salesforce to your Microsoft Exchange-based calendar. To avoid overwriting your
attendance status, learn where is best to accept and decline event invitations based on your sync direction on page 552.

Get Ready to Sync Events with Lightning Sync for Google

USER PERMISSIONS

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Sales Productivity Lightning Sync

To sync events both ways: Read and Edit on events

AND
Event sync direction set to Sync both ways in an active Lightning
Sync configuration

To sync contacts from Salesforce to Google: Read on events

AND
Event sync direction set to Salesforce to Google in an active
Lightning Sync configuration

To sync contacts from Google to Salesforce: Create on events

AND
Event sync direction set to Google to Salesforce in an active
Lightning Sync configuration*
*If admins enable the Automatically relate events to Salesforce
records option in a user’s sync configuration, users should
also have Read on contacts and leads to take advantage of
that feature.

Choose which events sync from Google Calendar™ to Salesforce when your Salesforce admin sets
EDITIONS
you up to use Lightning Sync for Google.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Sync available in: Salesforce
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Classic (not available in all
orgs), Lightning Experience,
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
and the Salesforce mobile
Microsoft® or Google applications and Salesforce.
app
If your administrator has set up Lightning Sync for Google, your events sync automatically from
Google Calendar to Salesforce. Events sync when you create or update them. If you’ve got many Set up available in:
events, your first sync could take some time. Salesforce Classic (not
available in all orgs) and
Admins decide in what direction your events sync: between Salesforce and your Google Calendar, Lightning Experience
or just one way. Ask your admin in which direction you’re set up to sync, so you know where to
update your events. Available in: Professional,
Enterprise, Performance,
Admins can select more settings to define your sync experience. Ask your administer about how Unlimited, and Developer
you’re set up to sync in these cases: Editions with Sales Cloud,
• Are you syncing private events? Service Cloud, and Lightning
Platform
• Are events that you delete from one calendar automatically removed from the other?
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead?

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.

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Sales Productivity Lightning Sync

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.

Respond to Event Invitations from Your Google Calendar

If you’re set up to sync events with Lightning Sync, your responses to event invitations don’t sync from Salesforce to Google Calendar.
To avoid overwriting your attendance status, learn where is best to accept and decline event invitations based on your sync direction
on page 552.

Use the Outlook or Gmail Integration to Select Which Events Sync

Sales reps can select Outlook calendar or Google Calendar events that they want to sync with
EDITIONS
Salesforce. After Salesforce admins set up the feature, reps can select which Outlook or Google
events sync by logging them to Salesforce using the Outlook or Gmail integration. Event updates Sync available in: Salesforce
sync depending on a user’s sync direction and where they make the update. Classic (not available in all
orgs), Lightning Experience,
How Reps Select Which Events Sync to Salesforce and the Salesforce mobile
app
To select which Outlook or Google events sync, reps click Log Event from the Outlook or Google
integration. Here’s an example of how it looks from the Outlook integration. Set up available in:
Salesforce Classic (not
available in all orgs) and
Lightning Experience

Available in: Professional,

Enterprise, Performance,
Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform

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How Events Sync

After they’re logged, events sync based on the user’s sync direction and where the user updates the event.

Sync direction Sync details

• Exchange to Salesforce Reps log an event using the Outlook or Google integration.

• Google to Salesforce • Subsequent updates made to the Outlook or Google event

sync to Salesforce.
• Subsequent updates made to the Salesforce event don’t sync
to Outlook or Google.

Sync both ways Reps log an event using the Outlook or Google integration.
• Subsequent updates made to the Outlook or Google event
sync to Salesforce.

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Sync direction Sync details

• Subsequent updates made to the Salesforce event sync to

Outlook or Google.
With the Sync both ways direction selected, remember that any
events created in Salesforce (and their updates) still automatically
sync to Outlook or Google.

• Salesforce to Exchange Because this feature requires Outlook or Google Calendar to initiate
sync, the feature isn’t supported for these sync directions. Instead,
• Salesforce to Google
all events sync from Salesforce to Outlook or Google

How to Set Up the Feature

This table tells Salesforce admins how to set up the feature based on the calendar application that users’ work from.

Calendar application What to do

Microsoft Outlook (Microsoft Exchange) 1. Turn on the feature from the user’s sync configuration. For the
Specify Which Exchange Events Sync to Salesforce option,
select Events users select. Save your configuration and make
sure it’s marked as active. For help, see step 10 in Define
Lightning Sync for Microsoft Exchange Settings for Reps.
2. If you haven’t already, set up the Outlook integration app for
your users.
3. Let users know that from now on, events that they log to
Salesforce using Outlook integration sync with Salesforce.

Google Calendar 1. Turn on the feature from the user’s sync configuration. For the
Specify Which Google Events Sync to Salesforce option, select
Events users select. Save your configuration and make sure
it’s marked as active. For help, see step 9 in Define Lightning
Sync for Google Settings for Reps.
2. If you haven’t already, set up the Gmail integration app for your
users.
3. Let users know that from now on, events that they log to
Salesforce using Gmail integration sync with Salesforce.

How Events Are Logged When the Feature Is Turned Off

The Log Event button on the Outlook and Gmail integration works differently when admins choose these other event sync options for
Lightning Sync.
• Admins can choose to sync all of users’ events (by selecting All events for the Specify Which Events Sync to Salesforce option).
• Admins can choose turned off event sync (by selecting the event sync direction Don’t Sync).

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When these options are selected, users set up for the Outlook or Gmail integration can still log events to their Salesforce record from
the side panel in Outlook or Gmail. But when subsequent activity occurs on the logged event, corresponding updates don’t sync to
Salesforce. Instead, to add the new activity to Salesforce, the user must log the updated Outlook event to Salesforce again. See Guidelines
for Logging Events from Outlook and Gmail to Salesforce.

SEE ALSO:
Get Ready to Sync Events with Lightning Sync for Microsoft® Exchange
Get Ready to Sync Events with Lightning Sync for Google

Lightning Sync Considerations

Before you roll out Lightning Sync to your sales reps, familiarize yourself with these considerations.
EDITIONS
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers.
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Available to sync records
to Einstein Activity Capture, our long-term solution for syncing contacts and events between from: Salesforce Classic,
Lightning Experience, and
Microsoft® or Google applications and Salesforce.
the Salesforce mobile app

Considerations for Syncing Contacts Available to set up from:

Salesforce Classic and
Familiarize yourself with these considerations for syncing contacts with Lightning Sync.
Lightning Experience
Considerations for Syncing Events
Available in: Professional,
Familiarize yourself with these considerations for syncing events with Lightning Sync.
Enterprise, Performance,
Considerations for Syncing Events from Your Calendar Application to Salesforce Only Unlimited, and Developer
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these Editions with Sales Cloud,
considerations for syncing events from Google or Microsoft® to Salesforce only. That way, their Service Cloud, and Lightning
rollout generates no surprises. Platform

Lightning Sync Considerations for Companies With Multiple Salesforce Organizations

If your company uses multiple Salesforce organizations, review these considerations to avoid sync issues and unsupported
configurations.

SEE ALSO:
Reference Considerations for Moving from Salesforce for Outlook to the Next-Generation Products

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Considerations for Syncing Contacts

Familiarize yourself with these considerations for syncing contacts with Lightning Sync.
EDITIONS
• Contact sync isn’t supported for Lightning Sync customers working from the user license
Lightning Platform - One App. Lightning Platform - One App doesn’t include the Contacts Available to sync records
object. from: Salesforce Classic,
Lightning Experience, and
• Lightning Sync can sync up to 50,000 contacts per user. If you have more than 50,000 contacts
the Salesforce mobile app
assigned to you, an additional nonsyncing contact is picked up for sync only when one of the
50,000 stops syncing. A contact stops syncing if you delete a contact in Salesforce or your Available to set up from:
Microsoft or Google application, or if a contact sync issue occurs. Salesforce Classic and
• Sometimes Lightning Sync can’t match a Salesforce account to a contact synced from Microsoft Lightning Experience
or Google. In that case, Lightning Sync lists partial matches on the Unresolved Items page in Available in: Professional,
users’ Personal Settings. For users who sync both ways, if the next sync cycle occurs before the Enterprise, Performance,
user manually relates a Salesforce account, the company is removed from the Microsoft or Unlimited, and Developer
Google contact. To prevent this issue, we recommend that admins create Salesforce accounts Editions with Sales Cloud,
that map to Microsoft or Google companies before rolling out contact sync to users. That way, Service Cloud, and Lightning
when contacts with companies sync from Microsoft or Google, Salesforce accounts match Platform
automatically.
• When users delete contacts from one calendar application, Lightning Sync doesn’t automatically
remove those contacts from the other calendar application. Automatically removing contacts from Salesforce can impact your sales
data. Rather than deleting the contact in Salesforce, we recommend that reps update the Contact Status field to indicate when a
contact has left a company, is deceased, and so forth.
• If contacts are regularly taking longer than a few minutes to sync, admins can reduce wait times by limiting the number of syncing
contacts. On sync configuration data sets, from the contact filter Sync option, select Selected Contacts, instead of All Contacts.
Doing so syncs only contacts that a user owns, rather than all contacts in Salesforce that a user can see.
• If a change you made in Salesforce didn’t sync to your external contact application, you could have experienced a sync conflict. Sync
conflicts can occur when at least one of these conditions is true.
– You’re set up to sync contacts both ways
– You, another user with access, or an automated action updates the contact in your external application and Salesforce before
Lightning Sync syncs the change
If a sync conflict occurs, Lightning Sync gives preference to the change made in your external contact application. If automatic, mass
contact updates are made from your Microsoft or Google application or Salesforce, you’re likely to experience sync conflicts more
often. Companies usually make mass contact updates when admins or developers set up automation or create custom API calls to
create or update Salesforce, Microsoft, or Google contacts.
• If you’ve added custom fields to your Salesforce contacts, Lightning Sync doesn’t sync those fields between Salesforce and your
Microsoft or Google application. But when matching records between Salesforce and your Microsoft or Google application, Lightning
Sync considers custom email fields on Salesforce records when Shield Platform Encryption is applied to some standard fields. See
the next bullet.
• Lightning Sync is supported when Shield Platform Encryption is enabled on any Salesforce object or field. But if you encrypt the
Email field on the User object, the User Email field is duplicated in the Salesforce database when users are added to sync configurations
that sync contacts or events. Even when the User Email field is encrypted using Shield Platform Encryption, this duplicate field stores
user emails in the Salesforce database in an unencrypted state. When Shield Platform Encryption is turned on, Lightning Sync
matching behavior is modified. Normally, Lightning Sync matches contacts between Salesforce and your Microsoft or Google
application using the same standard Salesforce fields. But when you encrypt the Email field on Salesforce contacts, Lightning Sync
expands its search to any custom email field you’ve added to the Salesforce contact. Lightning Sync syncs the first matching email
address it identifies, so contacts could be matched based on the standard Email field or the custom email field.

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Sales Productivity Lightning Sync

• Some contact sync features can be limited on Microsoft or Google mobile apps. For more details, check product documentation for
those apps.
• Formula fields aren’t supported when setting filter conditions that contacts must meet to sync.
• Lightning Sync doesn’t support contact or event matching with alias email addresses. To make sure that contacts and events sync
between applications, opt to add primary email addresses to contacts or events when possible.
• When creating contacts in your Google application, the Email field must include the standard label Work for the contact to sync.
The Phone field must include one of the following standard labels for the phone number to sync: Home, Work, Other, Mobile, or
Work Fax.

Considerations for Syncing Events

Familiarize yourself with these considerations for syncing events with Lightning Sync.
EDITIONS

General Considerations Available to sync records

from: Salesforce Classic,
Attachments
Lightning Experience, and
Event attachments don’t sync between Microsoft® Exchange or Google and Salesforce. the Salesforce mobile app
Attendees
Available to set up from:
• Up to 50 event attendees sync between Salesforce and Microsoft Exchange or Google. Salesforce Classic and
• Syncing attendees experience unexpected sync behavior with events created by nonsyncing Lightning Experience
organizers. Available in: Professional,
– If the event is created in Salesforce, each attendee sees their own version of the event Enterprise, Performance,
on their Salesforce calendar. The syncing attendees’ version of the event doesn’t sync. Unlimited, and Developer
Editions with Sales Cloud,
– If created in an external calendar, the attendee’s event syncs to Salesforce, assuming
Service Cloud, and Lightning
the attendee is set to sync Exchange to Salesforce, Google to Salesforce, or both ways.
Platform
On the version of the event synced to Salesforce, the attendee is the organizer and only
participant. Other attendees aren’t visible. The attendee can edit any field, but those
edits don’t sync from Salesforce to Exchange. If the nonsyncing organizer updates the
event from your calendar application, the organizer’s edits override the attendee’s and sync to Salesforce. Letting the
organizer’s edits override the attendee’s ensures that the attendee sees the latest meeting details. In these scenarios, the
nonsyncing organizer can be a nonsyncing Salesforce user or an outsider to the syncing attendee’s Salesforce org, email
domain, or company.

• Event invitations and cancellations for syncing events are emailed to attendees from Exchange or Google, not from Salesforce.
• Attendee responses to event invitations never sync from Salesforce to Exchange or Google. In Lightning Experience and the
Salesforce mobile app, it isn’t possible for attendees to respond to event invitations. To avoid overwriting attendance statuses
in Salesforce Classic, users can learn where to respond to event invitations based on their set sync directions.
• Attendees can be unintentionally removed from syncing events when both of these conditions are met.
– When the organizer is set up for one of these sync directions: Both Ways, Exchange to Salesforce, or Google to Salesforce.
– When a user changes or removes the matching email address from the Salesforce user account, contact, or lead.
Exception: Under these conditions, original attendee records can remain invited to syncing events despite having been intentionally
removed.
– When the organizer replaces the email address on the Microsoft or Google event with an address that doesn’t match the
original Salesforce user, contact, or lead.
– When a user adds an email address on the Microsoft or Google event, and the email address matches a record that has an
original attendee's email address in a custom email field.

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Sales Productivity Lightning Sync

• If an event organizer is set up to sync after attendees have been syncing, participants can experience some unexpected behavior
for scheduled events.
– Attendees can see and change a standalone event on their Salesforce calendars. When an event organizer is set up to sync,
a new syncing event is created. The event organizer sees the new syncing event, but to prevent duplicates, attendees with
a standalone event don't see the syncing event. If an organizer adds new attendees to the new syncing event, attendees
with a standalone event see duplicates. All meeting participants are visible on the Microsoft or Google event.
– Attendees sometimes see duplicates in Salesforce after admins reset sync for event organizers and attendees.

Changing Event Owner

If an event owner is changed, the event is removed from the previous owner’s Salesforce calendar, but not from their Google or
Microsoft calendar.
Custom Fields
If you added custom fields to your Salesforce events, Lightning Sync doesn’t sync those fields between Salesforce and your calendar
application.
But when matching records between Salesforce and your calendar application, Lightning Sync considers custom email fields on
Salesforce records when Shield Platform Encryption is applied to some standard fields. See the Shield Platform Encryption section.
Email Address Aliases
Lightning Sync doesn’t support contact or event matching with alias email addresses. To make sure that contacts and events sync
between applications, opt to add primary email addresses to contacts or events when possible. To make sure that Salesforce users
sync as event attendees on events, assign only primary Microsoft or Google email addresses when you create Salesforce user profiles.
Salesforce Scheduler
Lightning Sync supports using the Salesforce Scheduler feature with these sync directions only:
• Salesforce to Exchange
• Salesforce to Google
Using Salesforce Scheduler with other sync directions can result in sync failure or overwritten data, including canceled events.
Mobile
Event sync is supported on all versions of the Salesforce mobile app. Some sync features can be limited on Microsoft or Google
mobile apps. For more details, check product documentation for those apps.
Shield Platform Encryption
Lightning Sync is supported when Shield Platform Encryption is enabled on any Salesforce object or field.
But if you encrypt the Email field on the User object, the User Email field is duplicated in the Salesforce database when users are
added to sync configurations that sync contacts or events. Even when the User Email field is encrypted using Shield Platform
Encryption, this duplicate field stores user emails in the Salesforce database in an unencrypted state.
When Shield Platform Encryption is turned on, Lightning Sync matching behavior is modified. Normally, Lightning Sync matches
records using the same standard Salesforce fields. But when you encrypt the Email field on Salesforce users, contacts, or leads,
Lightning Sync expands its search to any custom email field you added to the record in these cases:
• When matching event attendees between Microsoft or Google and Salesforce
• When automatically relating matching Salesforce contacts or leads to your events
Lightning Sync syncs or relates the first matching email address it identifies, so users, contacts, or leads could be matched based on
the standard Email field or the custom email field.
Sync Conflicts
• If a change you made in Salesforce didn’t sync to your calendar, you could have experienced a sync conflict. Sync conflicts occur
when at least one of these conditions is true.

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Sales Productivity Lightning Sync

– You’re set up to sync events both ways.

– You, another user with access, or an automated action updates the event in your calendar application and Salesforce before
Lightning Sync syncs the change
If a sync conflict occurs, Lightning Sync gives preference to the change made in your external calendar. If automatic, mass event
updates are made from your calendar application or Salesforce, you’re likely to experience sync conflicts more often. Companies
usually make mass event updates when admins or developers set up automation or create custom API calls to create or update
Salesforce, Microsoft, or Google events.
Sync Totals
Lightning Sync can sync up to 50,000 events per user. If you have more than 50,000 events that meet the event sync filters set by
your admin, an additional nonsyncing event is picked up for sync only when one of the 50,000 stops syncing. An event stops syncing
if you or someone with access deletes the event in Salesforce or your calendar application, if the event occurred and no longer meets
past event sync filters, or if an event sync issue occurs.

Considerations for Syncing Events with Google Calendar™

Event Series and Recurring Events
Sync for recurring events (Salesforce Classic) and event series (Lightning Experience, the Salesforce app) isn’t supported for Lightning
Sync for Google.
Event Descriptions
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 with Microsoft® Calendar

Events created using Bookings with Me in Outlook don’t sync between Microsoft and Salesforce.
Sync for event series (repeating events created in Lightning Experience, the Salesforce app) is supported only for Microsoft Exchange.
• Sync for recurring events (repeating events created in Salesforce Classic) isn’t supported.
• If you’re set up to specify which Microsoft events sync to Salesforce using the Outlook integration, that feature isn’t supported
for event series. If you select an event series in Outlook, the option to log that event isn’t available.
• When you edit a series from Microsoft calendar, only updates to future events sync to Salesforce. When you delete a series from
Microsoft calendar, only future events are removed from Salesforce.
• When you delete individual events from an event series, the delete syncs between Salesforce and Microsoft calendars based on
your sync direction. The individual events are removed from the Microsoft series regardless of whether your Salesforce admin
has selected the Delete synced events option in your sync configuration.
• When you convert a series to a standalone event from Microsoft calendar, Lightning sync doesn’t remove the series from Salesforce
calendar. Instead, we recommend that you delete the series from Microsoft calendar and create a standalone event.
• When you convert a standalone event to a series from Microsoft calendar, Lightning Sync deletes the matching standalone event
in Salesforce and creates a series. The new series doesn’t retain relationships from the original event to other Salesforce records
that you added manually. If you’re set up to automatically relate contacts or leads to events, Lightning Sync attempts to relate
records based on the data you saved in the new series.
• When you make critical changes to your series from either your Microsoft calendar or Salesforce, Salesforce event descriptions
and relationships to other records aren’t retained. Events that you edited to fall outside of the series are also updated and begin
syncing again. Deleted events are recreated to include the critical changes and also begin syncing again. Critical changes to
event series include modifications to:
– All-day event checkbox
– Appointment times (StartDateTime, Duration)

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– Recurrence patterns (RecurrenceType, Instance, Interval, DayOfMonth, DayOfWeekMask, MonthOfYear, DayOfWeekIndex)

– Ranges of occurrences (Occurrences, EndDateOnly, EndKind)

• Editing the Assigned To field for an event series is possible, but it causes issues when syncing with Microsoft calendars. To reassign
an event series, delete the series, and recreate it with the desired owner.
• Changing the private flag on an individual event from a series is possible, but it causes issues when syncing with Microsoft
calendars. To set a different private flag for an individual event, create a standalone event with the private flag set as desired.
• When an event series includes recurrence patterns supported in Microsoft but not in Salesforce, you can’t see or edit the pattern
in Salesforce. Instead, edit these events from your Microsoft calendar.

SEE ALSO:
Respond to Event Invitations from Your Microsoft or Google Calendar

Respond to Event Invitations from Your Microsoft or Google Calendar

To avoid overwriting your attendance status when syncing with Einstein Activity Capture or Lightning
EDITIONS
Sync, consider your sync direction before you accept and decline event invitations.
If you work in Lightning Experience or the Salesforce App, accepting and declining event invitations Einstein Activity Capture is
isn’t available. available in Lightning
Experience and all versions
If you work in Salesforce Classic, accepting and declining invitations is possible, but isn’t
of the Salesforce mobile app
recommended for Einstein Activity Capture or Lightning Sync users syncing events in certain
in Essentials, Professional,
directions. Because responses to event invitations don’t sync from Salesforce to your Microsoft® or Enterprise, Performance,
Google Calendar™, you could unintentionally override your attendance status. To avoid doing so, and Unlimited Editions
learn how sync directions impact which application to use when responding to event invitations.
Lightning Sync is available in
If you’re not sure what direction your events are syncing, talk to your Salesforce admin.
Salesforce Classic, Lightning
Experience, and the
Sync Direction Application to Respond Reason
Salesforce mobile app in:
from
Personal, Contact
Manager, Professional,
• Exchange to Salesforce • Microsoft Exchange–based Because your response syncs
to Salesforce, the status is Enterprise, Performance,
• Google to Salesforce calendar
accurate in both applications. Unlimited, and Developer
• Both Ways • Google Calendar Editions
If you respond from Salesforce,
your status is overwritten the
next time Microsoft or Google
events sync to Salesforce.

• Salesforce to Exchange • Microsoft Exchange–based Because responses don’t sync

calendar from Salesforce to Microsoft or
• Salesforce to Google
Google, your attendance status
• Google Calendar
remains only in the application
• Salesforce where you responded. To show
your attendance status in both
applications, you have to
respond in both applications.

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Sales Productivity Lightning Sync

Considerations for Syncing Events from Your Calendar Application to Salesforce Only
Before Salesforce admins set up Lightning Sync, they can familiarize themselves with these
EDITIONS
considerations for syncing events from Google or Microsoft® to Salesforce only. That way, their
rollout generates no surprises. Available to sync records
Admins decide whether Lightning Sync users sync events, and in which direction, by defining sync from: Salesforce Classic,
settings from Lightning Sync configurations in Setup. Lightning Experience, and
the Salesforce mobile app
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 Available to set up from:
how they roll out Lightning Sync. Salesforce Classic and
Lightning Experience
Admins can consider whether reps meet one or more of these scenarios.
• Reps are migrating reps from Salesforce for Outlook Available in: Professional,
Enterprise, Performance,
• Reps routinely edit their events records in Salesforce Unlimited, and Developer
• Reps already have access to the Outlook integration or the Gmail integration Editions with Sales Cloud,
For example, say that a rep maintains meeting notes in Salesforce event records. But the matching Service Cloud, and Lightning
event in that rep’s calendar doesn’t include those notes. If reps are set up to sync from Microsoft Platform
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 from Your Calendar Application to Salesforce Only
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 from Your Calendar Application to Salesforce Only
Before Salesforce admins roll out Lightning Sync, admins can address these guidelines to avoid
EDITIONS
overwriting event data during certain sync scenarios.
If sales reps fall into one of the scenarios outlined in Considerations for Syncing Events from Your Available to sync records
Calendar Application to Salesforce Only, admins can follow these guidelines to set up reps for from: Salesforce Classic,
Lightning Sync. Lightning Experience, and
the Salesforce mobile 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 Available to set up from:
sync. Salesforce Classic and
• We recommend that admins tell reps to edit event fields that sync (like date, time, subject, or Lightning Experience
description) in their calendars, and not in Salesforce. That way, Lightning Sync doesn’t overwrite Available in: Professional,
those edits in Salesforce. (Reps can continue to use Salesforce features that don’t involve editing Enterprise, Performance,
their Salesforce event fields, however, like relating events to Salesforce records.) Unlimited, and Developer
Editions with Sales Cloud,
Service Cloud, and Lightning
Platform

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Lightning Sync Considerations for Companies With Multiple Salesforce Organizations

If your company uses multiple Salesforce organizations, review these considerations to avoid sync
EDITIONS
issues and unsupported configurations.
You’re using multiple organizations if you: Available to sync records
from: Salesforce Classic,
• Test new features in a sandbox org before setting up features in your live production org.
Lightning Experience, and
• Maintain separate Salesforce orgs for different divisions of your company. the Salesforce mobile app
Setting up the same user to sync across multiple orgs is not supported. While we recommend
Available to set up from:
testing in a sandbox org before rolling out Lightning Sync, remove users from sandbox sync Salesforce Classic and
configurations before adding users to production configurations. Lightning Experience
Likewise, we don’t recommend marking a Lightning Sync configuration as inactive to prevent a
Available in: Professional,
user from syncing across multiple orgs. You risk forgetting that user is included in multiple
Enterprise, Performance,
configurations, and marking the configuration as active later, by accident.
Unlimited, and Developer
Example: You’re testing Lightning Sync features in your sandbox org. You add user Marianne Editions with Sales Cloud,
Schumacher to a sync configuration in the sandbox org. After you’re satisfied with how you’ve Service Cloud, and Lightning
set up Lightning Sync features for Marianne, you’re ready to add her to a configuration in Platform
your production org.
Before you add Marianne to a configuration in your production org, remove her from the
configuration in your sandbox org. Otherwise, Marianne could experience sync issues. You
also risk syncing test data onto your production org and email server.

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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
EDITIONS
Microsoft® Exchange and Salesforce. Salesforce admins and IT pros complete several steps, both
on your Exchange server and in Salesforce. Sync available in: Salesforce
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Classic (not available in all
orgs), Lightning Experience,
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
and the Salesforce mobile
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
app
Microsoft® or Google applications and Salesforce.
Complete these steps to set up Lightning Sync for Microsoft Exchange. Set up available in:
Salesforce Classic (not
available in all orgs) and
1. Learn About Lightning Sync for Microsoft® Exchange Features Lightning Experience
Keep your contacts and events in sync between your Microsoft® Exchange server and Salesforce
Available in: Professional,
without installing and maintaining software manually.
Enterprise, Performance,
2. Choose and Configure a Method for Connecting to Microsoft® Exchange Unlimited, and Developer
Salesforce admins and IT pros can choose whether to connect Microsoft Exchange to Salesforce Editions with Sales Cloud,
using an Exchange service account, or OAuth 2.0, and then set up that connection. Connecting Service Cloud, and Lightning
using OAuth 2.0 requires a Microsoft Office 365® account. Platform

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 USER PERMISSIONS
IT pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync
To prepare your Exchange
was syncing reps’ items successfully, but suddenly stops.
server to communicate with
4. Tell Reps How to Prevent Certain Microsoft® Outlook Calendar Events from Syncing to Salesforce Salesforce:
Salesforce admins should tell reps how to manage which of their Outlook calendar events sync • Administrative access to
with Salesforce. We recommend that reps prepare events that they don’t want to sync before your company’s
Microsoft® Exchange
admins kick off the sync process. However, reps can manage which events sync at any time.
server
5. Define Lightning Sync for Microsoft® Exchange Settings for Reps
To access and edit Lightning
After reps prepare their Exchange events to sync with Salesforce, admins can define sync settings Sync Setup
for groups of reps in Lightning Sync configurations. This step kicks off the sync process, and • Customize Application
determines how reps contacts and events sync between applications. AND Manage Users
AND Manage Lightning
6. Tell Reps How to Sync Microsoft® Contacts with Salesforce
Sync
It’s time for Salesforce admins to tell their sales reps to manage the Microsoft contacts that reps
want to sync with Salesforce.

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
EDITIONS
without installing and maintaining software manually.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
When your contacts and events sync between your company’s Microsoft® Exchange server and Available to set up from:
Salesforce, you increase your productivity. There’s no need to duplicate your work between the Salesforce Classic and
two systems. Plus, Lightning Sync syncs items whether you’re working from your desk or from the Lightning Experience
Salesforce mobile app. Available in: Professional,
Salesforce admins define your experience by selecting sync settings from Salesforce. For example, Enterprise, Performance,
admins can choose whether both contacts and events sync, or whether only contacts or only events Unlimited, and Developer
sync. Admins can also decide which direction your items sync: between Salesforce and your Microsoft Editions with Sales Cloud,
Service Cloud, and Lightning
Exchange server, or just one way.
Platform

Admins can also set up all events to sync or only the events that you select. If you’re set up to sync only selected events, you can choose
which events to sync using the Outlook integration app. Outlook integration lets you experience Salesforce features directly from Microsoft
Outlook®.

Admins can select more settings to define your sync experience. Ask your admin about how you’re set up to sync in these cases:
• Are you syncing private events?
• Are events that you delete in one calendar automatically removed from the other?
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead?
• Are you syncing event series (repeating events created in Lightning Experience or the Salesforce mobile app)?

Lightning Sync for Microsoft Exchange Limitations

Currently, Lightning Sync doesn’t. See Lightning Sync Considerations for more details.
• Sync tasks. Instead, admins can set up the Outlook integration app to let you work with Salesforce tasks from Outlook.
• Sync recurring events (repeating events created in Salesforce Classic). Instead, move to Lightning Experience—Lightning Sync can
sync event series (repeating events created in Lightning Experience).

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• Automatically remove deleted contacts from the other application.

SEE ALSO:
Outlook and Gmail Integration on Desktop
Lightning Sync Security
Help Sales Reps Sync Contacts and Events with Lightning Sync (Admin Guide)
Sync Your Contacts and Events with Lightning Sync (User Guide)
Considerations for Syncing Contacts
Considerations for Syncing Events

Choose and Configure a Method for Connecting to Microsoft® Exchange

Salesforce admins and IT pros can choose whether to connect Microsoft Exchange to Salesforce
EDITIONS
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. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
Salesforce Classic and
Lightning Experience
Connect Salesforce and Microsoft® Exchange Using an Exchange Service Account
To connect Salesforce to your company’s Microsoft Exchange server using a service account, Available in: Professional,
you and your Exchange administrator have to complete several steps, both from Salesforce and Enterprise, Performance,
from your Exchange server. Unlimited, and Developer
Editions with Sales Cloud,
Connect Salesforce and Microsoft® Exchange Using OAuth 2.0
Service Cloud, and Lightning
Give Salesforce access to Microsoft Exchange Online using OAuth 2.0. To complete setup, you Platform
need a Microsoft Office 365® account and help from your Office 365 global administrator to
provide credentials for your company’s account.

SEE ALSO:
Service Account Connection for Microsoft Users

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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
EDITIONS
and your Exchange administrator have to complete several steps, both from Salesforce and from
your Exchange server. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
Salesforce Classic and
Lightning Experience
1. Prepare Your Microsoft Exchange Server for Lightning Sync
To set up Lightning Sync using the service account connection method, enable these settings Available in: Professional,
on your Microsoft® Exchange server: Exchange Web Services, Exchange Autodiscover Service, Enterprise, Performance,
and Basic or NTLM authentication. Unlimited, and Developer
Editions with Sales Cloud,
2. Set Up a Microsoft Exchange Service Account to Communicate with Lightning Sync
Service Cloud, and Lightning
To set up Lightning Sync using a service account, create an Exchange service account with Platform
impersonation rights for the mailbox of each Lightning Sync user.
3. Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
USER PERMISSIONS
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 To set up a service account
Lightning Sync for Microsoft Exchange successfully. Or, admins can run the Remote Connectivity to communicate with
Analyzer if Lightning Sync for Microsoft Exchange was syncing reps’ items successfully, but Lightning Sync:
suddenly stops. Use the parameters provided to run the test for Lightning Sync. • Administrative access to
your company’s
4. Set Up Salesforce to Communicate with Microsoft® Exchange Using a Service Account Exchange server
After running the Remote Connectivity Analyzer, log in to Salesforce to enable Lightning Sync To access and edit Lightning
for Microsoft Exchange and provide your service account credentials. Sync Setup
• Customize Application
AND Manage Users
SEE ALSO:
AND Manage Lightning
Service Account Connection for Microsoft Users Sync

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Sales Productivity Lightning Sync

Prepare Your Microsoft Exchange Server for Lightning Sync

To set up Lightning Sync using the service account connection method, enable these settings on
EDITIONS
your Microsoft® Exchange server: Exchange Web Services, Exchange Autodiscover Service, and Basic
or NTLM authentication. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
Salesforce Classic and
Important: Microsoft is retiring Basic Authentication for Exchange Online. When Microsoft
Lightning Experience
blocks Basic Authentication in your Microsoft tenant, Lightning Sync can’t sync contacts and
events for customers who have selected service account as their Lightning Sync connection Available in: Professional,
method. See Lightning Sync Service Account Connection Method Availability for Customers Enterprise, Performance,
on Microsoft Office 365. Unlimited, and Developer
Editions with Sales Cloud,
Steps vary depending on the version of Microsoft® Exchange your company uses. For help preparing Service Cloud, and Lightning
your Exchange server, visit Microsoft’s support website, search for the keywords mentioned here, Platform
and follow the instructions intended for your Exchange version.
Enable these settings on your Exchange server.
1. Enable Exchange Web Services (EWS) on an SSL connection.
• Make sure that 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 or NTLM authentication on your Exchange server and on your Autodiscover server. If Basic and NTLM are enabled,
Lightning Sync gives connection preference to Basic.

SEE ALSO:
Service Account Connection for Microsoft Users

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Sales Productivity Lightning Sync

Set Up a Microsoft Exchange Service Account to Communicate with Lightning Sync

To set up Lightning Sync using a service account, create an Exchange service account with
EDITIONS
impersonation rights for the mailbox of each Lightning Sync user.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
Available to set up from:
Important: Microsoft is retiring Basic Authentication for Exchange Online. When Microsoft
Salesforce Classic and
blocks Basic Authentication in your Microsoft tenant, Lightning Sync can’t sync contacts and
Lightning Experience
events for customers who have selected service account as their Lightning Sync connection
method. See Lightning Sync Service Account Connection Method Availability for Customers Available in: Professional,
on Microsoft Office 365. Enterprise, Performance,
Unlimited, and Developer
Before setting up an Exchange Service account, make sure you’ve enabled the appropriate Exchange
Editions with Sales Cloud,
server settings to set up Lightning Sync. Service Cloud, and Lightning
To set up an Exchange service account, work with your Exchange admin to complete these steps Platform
on your Exchange server.
Watch a Demo: USER PERMISSIONS
• Set Up a Microsoft® Exchange Service Account to Sync with Salesforce (for administrators
To set up a service account
using Office 365™ Admin Center) (English only) to communicate with
• Set Up a Microsoft® Exchange Service Account to Sync with Salesforce (for administrators Lightning Sync:
using command shell) (English only) • Administrative access to
your company’s
Note: For more support, visit Microsoft®’s support website, search for the keywords mentioned Exchange server
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 2019, 2016, or 2013:
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}

3. Using Exchange Management Shell, enter these commands to configure your service account to impersonate the group of users
who you want to sync with Lightning Sync.

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Sales Productivity 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 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>

Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters
Salesforce admins can run the Remote Connectivity Analyzer—the free web-based tool provided
EDITIONS
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 Sync available in: Salesforce
Analyzer if Lightning Sync for Microsoft Exchange was syncing reps’ items successfully, but suddenly Classic (not available in all
stops. Use the parameters provided to run the test for Lightning Sync. orgs), Lightning Experience,
Before you run the Remote Connectivity Analyzer, make sure that you’ve selected your preferred and the Salesforce mobile
connection method so that Exchange and Salesforce can communicate. Wait a few minutes after app
completing those tasks to let your Exchange server process the changes you’ve made. Otherwise, Set up available in:
the Remote Connectivity Analyzer can show a failed test summary, even though you’ve configured Salesforce Classic (not
setup correctly. available in all orgs) and
The Remote Connectivity Analyzer checks several points of connectivity between your Salesforce Lightning Experience
organization and your Exchange server. When the test is complete, Microsoft provides a summary Available in: Professional,
describing your connection status. Enterprise, Performance,
Unlimited, and Developer
Note: The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test
Editions with Sales Cloud,
check general connectivity between your email server and your Salesforce organization. If
Service Cloud, and Lightning
you want to test connectivity for only one (or a few) of your reps, check their sync statuses
Platform
from Lightning Sync Status in Setup.
1. Visit Microsoft’s website and search for the Remote Connectivity Analyzer.
USER PERMISSIONS
2. On the Exchange Server tab, select Service Account Access (Developers).
To get the necessary
3. Click Next.
parameters to run the test:
4. Complete the test fields: • Administrative access to
your company’s
Target mailbox email The email address of a sales rep you’ve set up to be Microsoft® Exchange
address impersonated by your Lightning Sync service account server

Service Account User The service account domain\user name or UPN you’ve
Name (Domain\User Name set up for Lightning Sync
or UPN)

Service Account The service account password you’ve set up for

Password Lightning Sync

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Sales Productivity Lightning Sync

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.
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

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Sales Productivity Lightning Sync

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
EDITIONS
Microsoft Exchange and provide your service account credentials.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
1. From Salesforce Setup, enter Sync in the Quick Find box, then select Outlook Available to set up from:
Integration and Sync. Salesforce Classic and
Lightning Experience
2. Select Let users sync contacts, events, or both between Microsoft Exchange and
Salesforce to enable Lightning Sync. Available in: Professional,
Enterprise, Performance,
3. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce Unlimited, and Developer
to see additional setup steps. Editions with Sales Cloud,
4. Select Service Account as your preferred connection method. Service Cloud, and Lightning
Platform
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 [email protected], enter your user name in either USER PERMISSIONS
of these formats:
To access Lightning Sync
• [email protected] setup in Salesforce:
• awcomputing.com\svcacct • Manage Users
Some network configurations require one format rather than the other. If your first attempt to AND
get Salesforce and Exchange to communicate is unsuccessful, try the other format. Manage Lightning Sync

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 [email protected], 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.

SEE ALSO:
Service Account Connection for Microsoft Users

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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
EDITIONS
a Microsoft Office 365® account and help from your Office 365 global administrator to provide
credentials for your company’s account. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
1. From Setup, enter Sync in the Quick Find box, then select Outlook Integration and Salesforce Classic and
Sync. Lightning Experience

2. Select Let users sync contacts, events, or both between Microsoft Exchange and Available in: Professional,
Salesforce to enable Lightning Sync. Enterprise, Performance,
Unlimited, and Developer
3. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce Editions with Sales Cloud,
to see additional setup steps. Service Cloud, and Lightning
4. Select OAuth 2.0 as your preferred connection method. Platform

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 USER PERMISSIONS
by following the prompts until you’re directed back to Salesforce. To access and edit Lightning
7. From Salesforce, under Provide your Office 365 ID, click Connect. Sync setup:
• Manage Users

SEE ALSO: AND

OAuth 2.0 Connection for Microsoft Users Manage Lightning Sync

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
EDITIONS
pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync was
syncing reps’ items successfully, but suddenly stops. Available to sync records
After taking the necessary steps to prepare your Microsoft Exchange server and Salesforce to sync, from: Salesforce Classic,
you’re ready to run the Lightning Sync connection test. Lightning Experience, and
the Salesforce mobile app
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 Available to set up from:
status. Salesforce Classic and
Lightning Experience
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 Available in: Professional,
between their servers and Salesforce. The tests differ slightly, so running both gives admins more Enterprise, Performance,
information about the connection status. Admins setting up Lightning Sync for Google need only Unlimited, and Developer
run the Lightning Sync connection test. Editions with Sales Cloud,
Service Cloud, and Lightning
The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test check general
Platform
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. USER PERMISSIONS
1. From Setup, enter Sync in the Quick Find box, then select Outlook integration and To run the connection test:
Sync. • Manage Users
2. Under Test your connection, provide the email address for one of the reps you’ve set up to sync AND
on your email server. Manage Lightning Sync
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

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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
EDITIONS
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. Available to sync records
Reps can prevent some of their calendar events —like personal events—from syncing to Salesforce. from: Salesforce Classic,
Lightning Experience, and
Later in the setup process, admins have to define reps’ sync settings in Lightning Sync configurations.
the Salesforce mobile app
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. Available to set up from:
Salesforce Classic and
Reps can prevent personal events from syncing from their calendars to Salesforce in different ways.
Lightning Experience
• 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.) Available in: Professional,
Enterprise, Performance,
• When admins define sync settings in Lightning Sync configurations, admins choose whether Unlimited, and Developer
to sync reps’ private events. If admins opt not to sync private events, reps can prevent events Editions with Sales Cloud,
from syncing by assigning the private option to events from their calendar applications. Service Cloud, and Lightning
If reps don’t manage their personal events before syncing begins, reps can still remove those events Platform
from Salesforce by deleting personal events Salesforce manually.

Define Lightning Sync for Microsoft® Exchange Settings for Reps

After reps prepare their Exchange events to sync with Salesforce, admins can define sync settings
EDITIONS
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. Available to sync records
Before admins roll out Lightning Sync to reps, admins can familiarize themselves with our Lightning from: Salesforce Classic,
Sync Considerations. There’s potential for Lightning Sync to overwrite data or sync data between Lightning Experience, and
Salesforce orgs unless admins are considerate about how they roll out the product. the Salesforce mobile app

Defining sync settings lets admins define how their reps sync. Admins can decide: Available to set up from:
Salesforce Classic and
• Which reps sync
Lightning Experience
• Whether contacts, events, or both items sync
Available in: Professional,
• Which direction items sync
Enterprise, Performance,
• To create filters to limit certain contacts or events from syncing Unlimited, and Developer
• Whether reps' private events sync Editions with Sales Cloud,
• Whether reps’ event series sync (Lightning Experience, Salesforce app) Service Cloud, and Lightning
Platform
• Whether all events sync, or only events that users log to Salesforce records using the Outlook
integration
• Whether syncing events that reps delete in one system are automatically removed from the USER PERMISSIONS
other system To access Lightning Sync
• Whether important events are automatically related to the appropriate Salesforce contacts or setup:
lead • Manage Users
1. From Setup, enter Sync in the Quick Find box, then select Outlook Integration and AND
Sync. Manage Lightning Sync
2. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce
to see more setup steps.
3. From the Set Sync Settings and Check Status section, click New Config.

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Sales Productivity Lightning Sync

4. Click New Lightning Sync Configuration.

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 select All events, all of the events on a user’s default Outlook calendar syncs with Salesforce.
• If you select Events users select, events users log to Salesforce from the Outlook integration start syncing from Microsoft Exchange
to Salesforce. To finish setting up that option, you’re required to enable the Outlook integration, and your users are required to
complete the integration setup in Outlook. To learn more about how this setting works, see Use the Outlook or Gmail Integration
to Select Which Events Sync.

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Sales Productivity Lightning Sync

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.

If you wish, set more sync filters. 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. 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 553 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.

15. Select Sync private events to sync events your users have marked private either in Salesforce or their calendars.
16. Select Delete synced events to let reps delete Exchange events and Salesforce events in one action.
17. 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.
18. Select Sync event series to let reps sync repeating events (Lightning Experience, Salesforce mobile app). Event series
created in Salesforce Classic (also known as recurring events) don’t sync with Microsoft Outlook.

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Sales Productivity Lightning Sync

19. Click Save.

Syncing has begun for users in this Lightning Sync configuration.

SEE ALSO:
Contact Sync Filters
How Salesforce Manages Sync Conflicts Between Products
Lightning Sync Considerations for Companies With Multiple Salesforce Organizations

Tell Reps How to Sync Microsoft® Contacts with Salesforce

It’s time for Salesforce admins to tell their sales reps to manage the Microsoft contacts that reps
EDITIONS
want to sync with Salesforce.
If you’ve set up reps to sync contacts from only Salesforce to Microsoft Exchange, you can skip this Available to sync records
step: Reps’ contacts and events are already syncing. from: Salesforce Classic,
Lightning Experience, and
Reps set up to sync contacts from Exchange to Salesforce or sync both ways can kick off sync by
the Salesforce mobile app
choosing which Microsoft contacts sync to Salesforce. If you’ve set up reps to sync both ways, we
recommend that you or your reps create relevant Salesforce accounts before you roll out contact Available to set up from:
sync. Otherwise, if reps don’t resolve unmatched Salesforce contacts before the next sync cycle, Salesforce Classic and
Lightning Sync removes the company from Microsoft contacts. Lightning Experience
After you define reps’ sync settings by adding them to active Lightning Sync configurations, Lightning Available in: Professional,
Sync creates a folder called Salesforce_Sync within each reps’ email account. Lightning Sync nests Enterprise, Performance,
Salesforce_Sync within reps’ Contacts directories. Unlimited, and Developer
Editions with Sales Cloud,
Reps choose the contacts that sync by moving those contacts into the Salesforce_Sync folder. When
Service Cloud, and Lightning
reps can see and access the Salesforce_Sync folder in their email application, they can start moving
Platform
contacts into it.

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Sales Productivity Lightning Sync

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
EDITIONS
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. Sync available in: Salesforce
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Classic (not available in all
orgs), Lightning Experience,
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
and the Salesforce mobile
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
app
Microsoft® or Google applications and Salesforce.
Complete these steps to set up Lightning Sync for Google. Set up available in:
Salesforce Classic (not
available in all orgs) and
1. Learn About Lightning Sync for Google Features Lightning Experience
Keep contacts and events in sync between your Google applications and Salesforce. Lightning
Available in: Professional,
Sync for Google requires a G Suite account.
Enterprise, Performance,
2. Prepare Your Google Account for Lightning Sync Unlimited, and Developer
The IT pro or Google administrator at your company can prepare your Google G Suite account Editions with Sales Cloud,
to communicate with Salesforce. Google admins complete these steps by logging in to your Service Cloud, and Lightning
company’s Google developer console, Google Cloud Platform, and the Google Admin console. Platform

3. Prepare Salesforce for Lightning Sync

After an IT pro or Google administrator has prepared your G Suite account for Lightning Sync, USER PERMISSIONS
complete the necessary steps to set up Salesforce, too. From Salesforce, first register the Google
To prepare your G Suite
API site. Then, select settings to connect the applications using OAuth 2.0 for Google.
account to communicate
4. Run the Lightning Sync Connection Test for Google Users with Salesforce:
Run the Lightning Sync connection test to confirm whether you and your IT pros have set up • The Owner role on your
Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing your reps’ company’s G Sutie
account, which gives
items successfully, but suddenly stops.
you administrative
5. Tell Sales Reps How to Prevent Certain Google Calendar Events from Syncing to Salesforce permissions
Tell your Lightning Sync users how to manage which of their calendar events sync with To access and edit Lightning
Salesforce. We recommend that sales reps prepare events that they don’t want to sync before Sync Setup
you kick off the sync process. However, reps can manage which events sync at anytime. • Customize Application
AND Manage Users
6. Define Lightning Sync for Google Settings for Reps
AND Manage Lightning
After reps prepare their Google Calendar™ events to sync with Salesforce, admins can define Sync
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.

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Sales Productivity Lightning Sync

Learn About Lightning Sync for Google Features

Keep contacts and events in sync between your Google applications and Salesforce. Lightning Sync
EDITIONS
for Google requires a G Suite account.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Sync available in: Salesforce
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Classic (not available in all
orgs), Lightning Experience,
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
and the Salesforce mobile
Microsoft® or Google applications and Salesforce.
app
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. Set up available in:
Plus, Lightning Sync syncs items whether you’re working from your desk or from the Salesforce Salesforce Classic (not
available in all orgs) and
mobile app.
Lightning Experience
Salesforce admins define a 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 Available in: Professional,
sync. Admins can also decide which direction your items sync: between Salesforce and your Google Enterprise, Performance,
Unlimited, and Developer
account, or just one way.
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 the
Google Integration app. Gmail integration 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 that you delete from one calendar automatically removed from the other?
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead?

Lightning Sync for Google Limitations

Currently, Lightning Sync for Google doesn’t:
• Sync tasks. Admins can set up the Google integration on page 235 to let you work with Salesforce tasks from Gmail.
• Sync recurring events (repeating events created in Salesforce Classic) or event series (repeating events created in Lightning Experience).
• Automatically remove deleted contacts from the other application.
• Let you edit which Google contact and event fields map to Salesforce contact and events fields.

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See Lightning Sync Considerations for more details.

SEE ALSO:
Outlook and Gmail Integration on Desktop
Lightning Sync Security
See the Big Picture for Setting Up Lightning Sync for Google
Considerations for Syncing Contacts
Considerations for Syncing Events

Prepare Your Google Account for Lightning Sync

The IT pro or Google administrator at your company can prepare your Google G Suite account to
EDITIONS
communicate with Salesforce. Google admins complete these steps by logging in to your company’s
Google developer console, Google Cloud Platform, and the Google Admin console. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
For more support, refer to Google developer documentation. Salesforce Classic and
Lightning Experience
1. Log in to Google Cloud Platform (also known as Google Developer console). Create a Google
project that is only intended for your Lightning Sync configuration. Available in: Professional,
Enterprise, Performance,
Note: When you’re completing setup steps, make sure the Lightning Sync project is Unlimited, and Developer
always selected on your dashboard. Otherwise, you change settings on your Google Editions with Sales Cloud,
account that are unrelated to Lightning Sync. Service Cloud, and Lightning
Platform
2. Enable APIs for contacts, events, or both.
a. Go to the APIs & Services Dashboard, and make sure that your Lightning Sync project is
USER PERMISSIONS
selected. To set up reps to sync events, search for Google Calendar™ API and enable it.
b. Return to the APIs & Services Dashboard. Make sure that your Lightning Sync project is To prepare your G Suite
selected. To set up reps to sync contacts, search for Google People API and enable it. account to communicate
with Salesforce:
Note: Starting in Spring ’22, Lightning Sync syncs contacts using Google People API, • The Owner role on your
and no longer uses legacy Google Contacts API. For customers who used Lightning Sync company’s G Suite
for Google before Spring ’22, verify which API Services are enabled, and enable Google account, which gives
you administrative
People API if needed. See Google Contacts API Retirement: Details for Einstein Activity
permissions
Capture and Lightning Sync Users.

3. Create a service account for your Lightning Sync project.

a. Return to the APIs & Services Dashboard. Make sure that your Lightning Sync project is selected. Create credentials for a service
account with the role Project Owner and the key type JSON. A JSON private key for your service account is saved to your
computer.
b. Save the key securely and share it with your Salesforce admin. (But only your Salesforce admin.) Your admin needs the key to
complete Lightning Sync setup in Salesforce. To download your key again later, do so from the APIs & Services Dashboard.

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Important: People in possession of your private JSON 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 private
key isn’t a good idea.

c. Go to the IAM & Admin Dashboard and locate the service account for your Lightning Sync project. Copy the client ID (also known
the as OAuth 2 Client ID or Unique ID). Keep your Client ID safe but handy, because you need it for the next step.

Important: Like your private key, keep the client ID for your Lightning Sync service account private and secure.

4. Enable domain-wide delegation and give read-write authorization for contacts, events, or both.
a. Go to the Google Admin console, navigate to the API controls page, and click Manage Domain-Wide Delegation.
b. From the domain-wide delegation page, add an API client. In the Add a New Client window, paste the client ID that you copied
from step 3. Then provide the scope of read-write access that you want your service account to have. To let users sync contacts,
add the scopes https://www.googleapis.com/auth/contacts. To let users sync events, add
https://www.googleapis.com/auth/calendar.

Note: Starting in Spring ’22, Lightning Sync syncs contacts using Google People API, and no longer uses legacy Google
Contacts API. For customers who used Lightning Sync for Google before Spring ’22, verify the scopes that you have set for
read-write access, and update them if needed. See Google Contacts API Retirement: Details for Einstein Activity Capture and
Lightning Sync Users.

When you’re finished, Salesforce admins can use the private key that you generated to set up Lightning Sync in Salesforce.

Prepare Salesforce for Lightning Sync

After an IT pro or Google administrator has prepared your G Suite account for Lightning Sync,
EDITIONS
complete the necessary steps to set up Salesforce, too. From Salesforce, first register the Google
API site. Then, select settings to connect the applications using OAuth 2.0 for Google. Available to sync records
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. from: Salesforce Classic,
Lightning Experience, and
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
the Salesforce mobile app
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Microsoft® or Google applications and Salesforce. Available to set up from:
Before preparing Salesforce for Lightning Sync, make sure that you’ve taken the necessary steps to Salesforce Classic and
prepare your company’s G Suite account to communicate with Salesforce. Lightning Experience

1. From Setup, Register a new remote site for https://www.googleapis.com. Don’t Available in: Professional,
disable protocol security for the site, or Salesforce can’t connect with Google. Enterprise, Performance,
Unlimited, and Developer
2. From Setup, enter Sync in the Quick Find box, then select Gmail Integration and Editions with Sales Cloud,
Sync. Service Cloud, and Lightning
3. Select Let users sync contacts, events, or both between Google and Salesforce to enable Platform
Lightning Sync.
4. Click Let users sync contacts, events, or both between Google and Salesforce to see USER PERMISSIONS
additional setup steps.
To access and edit Lightning
5. Select OAuth 2.0 as your preferred connection method. Sync setup:
• Manage Users
AND
Manage Lightning Sync

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Sales Productivity Lightning Sync

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. If you need to download your key again, your Google admin can do so from the Google API Console on the APIs
& Services Dashboard.

Important: People in possession of your private JSON 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 private key 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.

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
EDITIONS
Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing your reps’
items successfully, but suddenly stops. Available to sync records
After taking the necessary steps to prepare your G Suite account and Salesforce to sync, you’re from: Salesforce Classic,
ready to run the Lightning Sync connection test. Lightning Experience, and
the Salesforce mobile app
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 Available to set up from:
status. Salesforce Classic and
Lightning Experience
1. From Setup, enter Sync in the Quick Find box, then select Gmail Integration and Sync.
2. Click Let users sync contacts, events, or both between Google and Salesforce to see Available in: Professional,
additional setup steps. Enterprise, Performance,
Unlimited, and Developer
3. Under Test your connection, provide the email address for one of the reps you’ve set up to sync Editions with Sales Cloud,
on your email server. Service Cloud, and Lightning
4. Click Test. Platform
Lightning Sync checks the connection between Salesforce and your email server and summarizes
your connection status. USER PERMISSIONS

To run the connection test:

• Manage Users
AND
Manage Lightning Sync

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Sales Productivity 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.
EDITIONS
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. Available to sync records
Reps can prevent some of their calendar events —like personal events—from syncing to Salesforce. from: Salesforce Classic,
Lightning Experience, and
Later in the setup process, admins have to define reps’ sync settings in Lightning Sync configurations.
the Salesforce mobile app
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. Available to set up from:
Salesforce Classic and
Reps can prevent personal events from syncing from their calendars to Salesforce in different ways.
Lightning Experience
• 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.) Available in: Professional,
Enterprise, Performance,
• When admins define sync settings in Lightning Sync configurations, admins choose whether Unlimited, and Developer
to sync reps’ private events. If admins opt not to sync private events, reps can prevent events Editions with Sales Cloud,
from syncing by assigning the private option to events from their calendar applications. Service Cloud, and Lightning
If reps don’t manage their personal events before syncing begins, reps can still remove those events Platform
from Salesforce by deleting personal events Salesforce manually.

Define Lightning Sync for Google Settings for Reps

After reps prepare their Google Calendar™ events to sync with Salesforce, admins can define sync
EDITIONS
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. Available to sync records
Before admins roll out Lightning Sync to reps, admins can familiarize themselves with our Lightning from: Salesforce Classic,
Sync Considerations. There’s potential for Lightning Sync to overwrite data or sync data between Lightning Experience, and
Salesforce orgs unless admins are considerate about how they roll out the product. the Salesforce mobile app

Defining sync settings lets admins define how their reps sync. Admins can decide: Available to set up from:
Salesforce Classic and
• Which reps sync
Lightning Experience
• Whether contacts, events, or both items sync
Available in: Professional,
• Which direction items sync
Enterprise, Performance,
• To create filters to limit certain contacts or events from syncing Unlimited, and Developer
• Whether reps' private events sync Editions with Sales Cloud,
• Whether reps sync all events or only events that reps log to Salesforce records using the Gmail Service Cloud, and Lightning
integration Platform

• Whether events reps delete in their Google Calendars are automatically removed from Salesforce
too USER PERMISSIONS
• Whether important events are automatically related to the appropriate Salesforce contacts or To access Lightning Sync
lead setup:
We recommend that reps prepare their Google Calendar events to sync with Salesforce before • Manage Users
admins define sync settings. It’s easier for reps to manage events before sync starts than to remove AND
syncing items from Salesforce later. Reps don’t have to prepare their contacts. Reps manage which Manage Lightning Sync
Google contacts sync after you save their Lightning Sync configurations and kick off the sync process.
Follow these steps to define your reps’ Lightning Sync for Google settings.
1. From Setup, enter Sync in the Quick Find box, then select Gmail Integration and Sync.

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Sales Productivity Lightning Sync

2. Click Let users sync contacts, events, or both between Google and Salesforce to see more 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.

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 users select.
• If you select All events, all of the events on a user’s Google calendar syncs with Salesforce.
• If you select Events users select, events users log to Salesforce from the Outlook integration start syncing from Microsoft Exchange
to Salesforce. To finish setting up that option, you’re required to enable the Outlook integration, and your users are required to
complete the integration setup in Outlook. To learn more about how this setting works, see Use the Outlook or Gmail Integration
to Select Which Events Sync on page 544.

10. Click Save.

11. Set additional settings, including 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.

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Sales Productivity Lightning Sync

If you wish, set more sync filters. For example, to prevent contacts from outside your reps’ territories from syncing, create sync filters

for specific fields on reps’ contact records.

12. 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 553 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.

13. Select Sync private events to sync events your reps have marked as private in their Google Calendar.
14. Select Delete synced events to let reps delete Google events and Salesforce events
15. Select Automatically relate Google events to Salesforce records to relate important events to the appropriate Salesforce contacts
or lead automatically.
16. Select Include Google Meet details on Google events. Then when reps create events in Salesforce, the details to join Google
Meet virtual meetings are added to the Google version of the event after the event syncs from Salesforce to Google Calendar. Keep
in mind that while this setting impacts Google Calendar events, Google Meet details never sync back to Salesforce.
17. Click Save.
Syncing has begun for reps in this Lightning Sync configuration.

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Sales Productivity Lightning Sync

Manage Lightning Sync Users

After you’ve set up Lightning Sync, manage how your sales reps experience the feature and assist
EDITIONS
users in troubleshooting problems.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Available to sync records
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition from: Salesforce Classic,
Lightning Experience, and
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
the Salesforce mobile app
Microsoft® or Google applications and Salesforce.
Available to set up from:
Assign Reps to Lightning Sync Configurations Salesforce Classic and
Lightning Experience
After configuring server settings, Salesforce admins can assign reps to a Lightning Sync
configuration to get contacts or events to start syncing. Admins can assign individual reps or Available in: Professional,
user profiles to add multiple users to configurations. Enterprise, Performance,
Unlimited, and Developer
Fix Sync Issues for Lightning Sync Users
Editions with Sales Cloud,
If an Lightning Sync user has trouble syncing between your email server and Salesforce, you Service Cloud, and Lightning
can troubleshoot sync issues by checking your users’ sync statuses or running a Lightning Sync Platform
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.

578
Sales Productivity Lightning Sync

Assign Reps to Lightning Sync Configurations

After configuring server settings, Salesforce admins can assign reps to a Lightning Sync configuration
EDITIONS
to get contacts or events to start syncing. Admins can assign individual reps or user profiles to add
multiple users to configurations. Sync available in: Salesforce
Before admins assign reps to Lightning Sync configurations, consider how that rep’s records sync Classic (not available in all
if they’re already mentioned in another configuration: orgs), Lightning Experience,
and the Salesforce mobile
• If you assign an individual user to two Lightning Sync configurations, the user is removed from
app
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 Set up available in:
of a profile, the user isn’t removed from either configuration. However, the user’s records sync Salesforce Classic (not
available in all orgs) and
according to the configuration that lists the user individually.
Lightning Experience
• If you assign a user to one Lightning Sync configuration and one Salesforce for Outlook
configuration, the user is not removed from either configuration, but the user’s records will Available in: Professional,
sync according to the Lightning Sync configuration. Enterprise, Performance,
Unlimited, and Developer
Users observe the assignments you’ve created, added, or removed the next time Lightning Sync Editions with Sales Cloud,
runs a sync cycle. Service Cloud, and Lightning
To assign a user to a Lightning Sync configuration, Platform
1. From Setup, enter Sync in the Quick Find box, then select Outlook Integration and
Sync or Google Integration and Sync. USER PERMISSIONS
2. Click Let users sync contacts, events, or both between Microsoft Exchange and Salesforce To view Lightning Sync
or Let users sync contacts, events, or both between Google and Salesforce. configurations:
3. From the Set Sync Settings and Check Status section, click Go to Config. • View Setup and
Configuration
4. 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 To create, edit, or delete
Lightning Sync
fields.
configurations:
5. In the Assign Users and Profiles section, select either Profiles or Users in the Search • Manage Users
drop-down list. AND
6. If you don’t see the member you want to add, enter keywords in the search box and click Find. Manage Lightning Sync
7. 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.
8. To remove members, select those members and click Remove.
9. Click Save.

SEE ALSO:
How Salesforce Manages Sync Conflicts Between Products
Lightning Sync Considerations for Companies With Multiple Salesforce Organizations

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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
EDITIONS
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 Sync available in: Salesforce
for them. Classic (not available in all
orgs), Lightning Experience,
Check Lightning Sync Users’ Sync Statuses and the Salesforce mobile
app
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. Set up available in:
Build and Run a Lightning Sync Error Report Salesforce Classic (not
available in all orgs) and
If Lightning Sync users can’t sync, Salesforce admins can build and run an error report to discover
Lightning Experience
what’s causing sync to fail and for which users. The report details provide suggestions to help
you troubleshoot sync issues. Available in: Professional,
Reset Sync for Lightning Sync Users Enterprise, Performance,
Unlimited, and Developer
If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can
Editions with Sales Cloud,
reset that rep’s sync process. Resetting sync clears out and then restores the connections
Service Cloud, and Lightning
between a rep’s email and calendar applications and Salesforce records. Resetting the sync Platform
process doesn’t affect information stored in those records.
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
EDITIONS
the sync status of Lightning Sync setup—to troubleshoot the problem.
1. From Setup, enter Sync in the Quick Find box, then select Gmail Integration and Sync Available to sync records
or Lightning for Outlook and Sync, depending on which product you use. from: Salesforce Classic,
Lightning Experience, and
2. Click Let users sync contacts, events, or both between Google and Salesforce to see
the Salesforce mobile app
additional setup steps.
3. From the Set Sync Settings and Check Status section, click Check. Available to set up from:
Salesforce Classic and
4. Type the name of the user whose sync status you’d like to check, and click Check Status. Lightning Experience
The sync status for that user is displayed.
Available in: Professional,
In some cases, admins may need to reset sync for a user. Enterprise, Performance,
If you need help interpreting sync statuses, or need recommendations on correcting sync issues, Unlimited, and Developer
check out Lightning Sync for Microsoft® Exchange Statuses. Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
SEE ALSO:
Build and Run a Lightning Sync Error Report
USER PERMISSIONS
Reset Sync for Lightning Sync Users
To access Lightning Sync
statuses:
• 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
EDITIONS
what’s causing sync to fail and for which users. The report details provide suggestions to help you
troubleshoot sync issues. Sync available in: Salesforce
First, you create a custom report type using a Lightning Sync Error Report custom object we’ve set Classic (not available in all
up for you in Salesforce. Then create a Lightning Sync error report. Finally, run your report to help orgs), Lightning Experience,
your users fix those pesky sync errors they’re experiencing. and the Salesforce mobile
app
1. Create a custom report type. Set the Primary Object to Lightning Sync Error.
Set up available in:
2. Create your Lightning Sync error report. From the Reports tab, click New Report. Set the
Salesforce Classic (not
Report Type to the Lightning Sync report type you created in step 1, and click Create.
available in all orgs) and
3. Save and run your Lightning Sync error report. From the unsaved report, click Save, complete Lightning Experience
the required fields, and click Save and Run Report.
Available in: Professional,
Salesforce generates a list of errors sync errors found in your organization, or displays “Grand
Enterprise, Performance,
Totals (0 records)” if the report couldn’t identify any sync errors.
Unlimited, and Developer
If the report couldn’t identify any errors, but users still can’t sync, contact Salesforce. Editions with Sales Cloud,
Service Cloud, and Lightning
Platform
SEE ALSO:
Lightning Sync for Microsoft® Exchange Statuses
USER PERMISSIONS

To create or update the

Lightning Sync Error Report:
• View All Data
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
EDITIONS
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 Available to sync records
information stored in those records. from: Salesforce Classic,
1. If set up to sync contacts using Lightning Sync for Microsoft Exchange, make sure that the reps’ Lightning Experience, and
Salesforce_Sync folder contains only contacts the rep wants to sync with Salesforce. the Salesforce mobile app
Lightning Sync for Google users can ignore this step. Available to set up from:
2. If set up to sync events, make sure that events that the rep doesn’t want to sync are managed Salesforce Classic and
from the rep’s calendar application. Lightning Experience
3. From Salesforce Setup, enter Lightning Sync Status in the Quick Find box, Available in: Professional,
then select Lightning Sync Status. Enterprise, Performance,
Unlimited, and Developer
4. Type a rep’s name, and click Reset Sync.
Editions with Sales Cloud,
During the next sync cycle, Lightning Sync:
Service Cloud, and Lightning
• Syncs all contacts between the rep’s Salesforce_Sync folder (Microsoft Exchange) Platform
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.
USER PERMISSIONS
• 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 To access rest sync:
the rep prevented from syncing. • Manage Users
AND
Manage Lightning Sync

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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
EDITIONS
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 Available to sync records
information about the connection status. Admins setting up Lightning Sync for Google need only from: Salesforce Classic,
run the Lightning Sync connection test. Lightning Experience, and
Test your connection status to confirm whether you and your IT pros have set up Lightning Sync the Salesforce mobile app
successfully. Or, run the connection tests if Lightning Sync was syncing successfully, but syncing Available to set up from:
suddenly stops for all reps in your Salesforce organization. Salesforce Classic and
Note: The Microsoft Remote Connectivity Test and the Lightning Sync Connection Test Lightning Experience
check general connectivity between your email server and your Salesforce organization. If Available in: Professional,
you want to test connectivity for only one (or a few) of your reps, check their sync statuses Enterprise, Performance,
from Lightning Sync Status in Setup. Unlimited, and Developer
• Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters Editions with Sales Cloud,
Service Cloud, and Lightning
• Run the Lightning Sync Connection Test for Microsoft® Exchange Users 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:
• Manage Users
AND
Manage Lightning Sync

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Sales Productivity Lightning Sync

Lightning Sync for Microsoft® Exchange Statuses

Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address
EDITIONS
Lightning Sync errors that appear on the Lightning Sync status page in Salesforce.
Available to sync records
System Statuses from: Salesforce Classic,
Lightning Experience, and
Table 7: Configuration Setup Statuses the Salesforce mobile app
If Provides this status This status means that Available to set up from:
Salesforce Classic and
Microsoft Exchange service Your Service Account You’ve saved your service
Lightning Experience
account provided: User Name account credentials in
Salesforce, and Lightning Sync Available in: Professional,
has recognized a valid service Enterprise, Performance,
account. This status doesn’t Unlimited, and Developer
necessarily mean that the Editions with Sales Cloud,
service account is set up to Service Cloud, and Lightning
sync using Lightning Sync. If Platform
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.

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.

Outlook integration enabled: Yes You’ve enabled the Outlook

integration in Setup. If you’ve
set up sales reps to select
which Microsoft events sync to
Salesforce, reps select events
using the Outlook integration.

No You haven’t enabled the

Outlook integration 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 the Outlook
integration.

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Sales Productivity Lightning Sync

If Provides this status This status means that

Salesforce recognizes Microsoft Exchange Lightning Sync recognizes the service
service account: 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 The expected number of Lightning Sync All of your users’ Microsoft Exchange email
Salesforce email addresses: users 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
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 8: Contacts Statuses

If Provides this status This status means that
Last sync activity: A contact sync time within the last few Your organization last synced contacts with
minutes 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

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Sales Productivity Lightning Sync

If Provides this status This status means that

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.

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 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.

Records synced in last 24 hours: 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.

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Sales Productivity Lightning Sync

Table 9: Events Statuses

If Provides this status This status means that
Last sync activity: An event sync time within the last few Your organization last synced events with
minutes 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
the last sync activity over the next 24 hours
to see if syncing resumes.

An event sync time on a past date 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.

Records synced in last 60 minutes: 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.

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Sales Productivity Lightning Sync

If Provides this status This status means that

Records synced in last 24 hours: The number of contacts that were synced Within the last 24 hours, your organization
in your organization in the last 24 hours 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 10: Configuration Setup Statuses

If Provides this status This status means that
User assigned to active Exchange This user is set up to sync in an active
configuration: Lightning Sync configuration.

This user isn’t set up to sync in an active

Lightning Sync configuration.

User mailbox is running on supported Lightning Sync supports this user’s version
version of Microsoft Exchange: of Microsoft Exchange.

Lightning Sync doesn’t support this user’s

version of Microsoft Exchange.

User recognized by Exchange service This user is represented by the service

account: 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: 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.

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Sales Productivity Lightning Sync

If Provides this status This status means that

User set up Outlook integration: Yes This sales reps has set up the Outlook
integration. If you’ve set up reps to select
which Microsoft events sync to Salesforce,
reps select events using the Outlook
integration.

No This sales rep hasn’t set up the Outlook

integration. If you’ve set up reps to select
which Microsoft events sync to Salesforce,
reps can’t select events until they’ve set up
the Outlook integration.

Table 11: Contacts Statuses

If Provides this status This status means that
Salesforce_Sync folder found: The Salesforce_Sync folder was found in this
user’s email account under the Contacts
directory.

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 This user’s Microsoft Exchange email address
linked: 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: 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.

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Sales Productivity Lightning Sync

If Provides this status This status means that

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.

Exchange to Salesforce sync status: 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.

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.

Records in sync 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 12: Event Statuses

If Provides this status This status means that
Calendar folder found: 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 This user’s Microsoft Exchange email address
linked: 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.

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Sales Productivity Lightning Sync

If Provides this status This status means that

Salesforce to Exchange 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.

Exchange to Salesforce sync status: Not started This user’s events haven’t started syncing
from Exchange to Salesforce.

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.

Records in sync The number of events that are syncing for This user has this number of events syncing
this user 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.

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Sales Productivity Email Application Publisher Layouts

Email Application Publisher Layouts

Salesforce admins can set up Outlook integration and Gmail integration users to create accounts,
EDITIONS
cases, leads, opportunities, and custom objects directly from their email applications. Reps create
records using actions menus, which you can set up from Salesforce. Your company’s Salesforce Outlook integration and
edition determines how you set up action menus and whether you can customize them. Gmail integration are
available from both
Important: Starting in Summer ’21, the action menu is no longer available in the Salesforce
Salesforce Classic and
for Outlook side panel. To let reps create records from Outlook, migrate your users to the
Lightning Experience
Outlook Integration. See Salesforce for Outlook Retirement.
You can set up action menus for reps working from Outlook integration and Gmail integration. 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

Follow these steps to set up action menus for reps to access from their email applications.
1. Create quick actions for email application action menus

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Sales Productivity Email Application Publisher Layouts

2. Add actions to the appropriate publisher layout.

If you’re working from Contact Manager, Group, or Professional Edition, add actions to the global publisher layout. These actions
display for all action menus that use the global publisher layout. However, reps see only Create a Record actions from their
email applications.

Note: Salesforce includes a Log a Call quick action that is available to add to a Global Publisher Layout, but isn’t available
in the Outlook or Gmail integrations. To add an action to log a call from Outlook and Gmail, create a quick action with Action
Type set to Create a Record and Target Object set to Task.
If you’re working from Enterprise, Performance, Unlimited, or Developer Edition, you can 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 Action Menu
Take the first step in preparing your Outlook integration and Gmail integration users to create records directly from Outlook or Gmail.
The Salesforce side panel action menu lets users create accounts, cases, contacts, leads, opportunities, or custom object records
without opening Salesforce. You choose which actions appear in users’ action menus by creating global Create a Record actions for
each kind of record.
Customize Email Application Action Menus
Take the second step in preparing reps to create records directly from the Outlook integration or the Gmail integration. 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:
Create Salesforce Records from Outlook and Gmail

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Sales Productivity Email Application Publisher Layouts

Create Quick Actions for the Salesforce Side Panel Action Menu
Take the first step in preparing your Outlook integration and Gmail integration users to create
EDITIONS
records directly from Outlook or Gmail. The Salesforce side panel action menu lets users create
accounts, cases, contacts, leads, opportunities, or custom object records without opening Salesforce. Outlook integration and
You choose which actions appear in users’ action menus by creating global Create a Record actions Gmail integration are
for each kind of record. available from both
Salesforce Classic and
Important: Starting in Summer ’21, the action menu is no longer available in the Salesforce
Lightning Experience
for Outlook side panel. To let reps create records from Outlook, migrate your users to the
Outlook Integration. See Salesforce for Outlook Retirement. Action menus are available
You can use global actions for several types of action menus found in Salesforce, such as the menus in: All Editions
on the Home page and the Chatter tab. If you already set up global Create a Record actions for Customizable email
records you want available to your users, there’s no need to set up the actions again. The global application action menus
actions are already available to add to any publisher layouts. are available in: Enterprise,
1. From Setup, enter Global Actions in the Quick Find box, then select Global Performance, Unlimited,
and Developer Editions
Actions.
2. Click New Action.
USER PERMISSIONS
3. Select Action Type Create a Record.
Only Create a Record actions appear in the action menu. To set up global quick
actions:
4. Select a target object for the type of record you want available to users with this action.
• Customize Application
If the target object requires a record type, make sure that the users assigned to this action have
access to that record type. To display the Salesforce
Side Panel:
5. Enter a label for the new action that tells your users what it does. • Side Panel in Outlook
and Gmail
6. Save the new action. configurations
7. From the Action Layout Editor, drag the fields you want to appear on the action menu.
If any of the fields are required for the type of record anywhere in Salesforce, make sure to
include the fields in the global action. If the required fields aren’t included in the record detail, Salesforce doesn’t let users save
records. Required fields are displayed in the action layout editor with a red asterisk.

8. After creating Create a Record actions, add the global actions to the appropriate publisher layout.
If you’re working from Contact Manager, Group, or Professional Edition, 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 email application
publisher layouts.

SEE ALSO:
Email Application Publisher Layouts
Customize Email Application Action 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 the Outlook integration or
EDITIONS
the Gmail integration. You can create multiple layouts to give different reps access to different
actions. Outlook integration and
Important: Starting in Summer ’21, the action menu is no longer available in the Salesforce Gmail integration are
available from both
for Outlook side panel. To let reps create records from Outlook, migrate your users to the
Salesforce Classic and
Outlook Integration. See Salesforce for Outlook Retirement.
Lightning Experience
Before you can customize email application action menus for your reps, make sure you Create Quick
Actions for Email Application Action Menus. Action menus are available
in: All Editions
Enterprise, Performance, Unlimited, and Developer Editions let you customize the action menus
that display in your reps’ email applications. You can customize the action menu by adding quick Customizable email
actions to email application publisher layouts. In addition, you can create multiple email application application action menus
layouts so that reps with different job responsibilities can see only the quick actions that they need. are available in: Enterprise,
For example, maybe your sales reps create contacts, leads, and opportunities, but your service reps Performance, Unlimited,
and Developer Editions
create contacts and cases.
Follow these steps to customize action menus for email applications.
USER PERMISSIONS
1. From Setup, use the Quick Find box to search for settings for your email integration feature.
Search for Outlook Integration or Gmail Integration for those features. For Salesforce for Outlook, To create actions, customize,
search for Outlook Configurations. and assign email
application action menus:
2. Under Email Application Publisher Layouts, click New. Give your new layout a name, and then
• Customize Application
click Save.
To view email application
3. Drag the quick actions that you want into the Quick Actions in the Salesforce Classic Publisher publisher layouts:
section. For help with using the publisher, see Add Actions to Global Publisher Layouts. • View Setup and
After you add actions to your email application publisher layout, the final step to setting up email Configuration
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

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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
EDITIONS
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. Outlook integration and
Important: Starting in Summer ’21, the action menu is no longer available in the Salesforce Gmail integration are
available from both
for Outlook side panel. To let reps create records from Outlook, migrate your users to the
Salesforce Classic and
Outlook Integration. See Salesforce for Outlook Retirement.
Lightning Experience
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 Action menus are available
these steps. in: All Editions

1. From Setup, use the Quick Find box to search for settings for your email integration feature. Customizable email
Search for Outlook Integration or Gmail integration for those features. application action menus
are available in: Enterprise,
2. Under Email Application Publisher Layouts, click Publisher Layout Assignment > Edit Performance, Unlimited,
Assignment. and Developer Editions
3. Select a user profile by clicking anywhere on its row in the table.
4. From the Publisher Layout to Use dropdown, select the layout that you want to assign to the USER PERMISSIONS
profile.
To create actions, customize,
5. Click Save. and assign email
application action menus:
• Customize Application
To view email application
publisher layouts:
• View Setup and
Configuration

My Unresolved Items
Einstein Activity Capture, Lightning Sync, Salesforce for Outlook, and Email to Salesforce let you
EDITIONS
integrate the work you do from your email and calendar applications with Salesforce. Microsoft or
Google items that aren’t automatically associated with Salesforce records appear in My Unresolved Available in: both Salesforce
Items. Sales reps can review the unresolved items and associate them manually. Classic (not available in all
As part of your daily routine, use the My Unresolved Items page to manage unresolved items. orgs) and Lightning
Experience
Recurring events or event series don’t appear on the My Unresolved Items page. To associate a
recurring event or event series with Salesforce records, go to the event in your Salesforce calendar. Available in: All Editions
If you use Einstein Activity Capture, emails don’t appear on the My Unresolved Items page.

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Sales Productivity My Unresolved Items

• In Salesforce Classic, you can access your unresolved items from the sidebar shortcut Unresolved Items. In Lightning Experience,
click your profile picture, and then click Settings. Enter Email in the Quick Find box, and then select My Unresolved Items.
• To review unassigned items by type, select a tab.
• View your unassigned items.
• Assign your items to Salesforce records manually or using Salesforce recommendations. If you don’t want to assign an item to a
record, select Don’t Assign. Unassigned items aren't linked to other records and are visible to you only.

Use Features that Make Resolving Items Easy

Use the Batch Edit and Recommendations features to resolve items quickly and easily.

Goal Feature This feature helps you save time because

Assign multiple items Batch Edit You can assign up to 50 items in any one queue simultaneously.
simultaneously

Find related Recommendations Salesforce provides recommendations for accounts, cases, and opportunities to which
accounts, cases, and you can assign your items. If you don't want to see these recommendations, click Turn
opportunities off Recommendations. If you change your mind, click Turn on 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

Resolve Your Synced Contacts

When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, 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.
Resolve Your Synced Events
When non-recurring events sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, 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.
Resolve 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.

SEE ALSO:
Resolve Your Synced Outlook Tasks
Resolve Your Synced Contacts
Resolve Your Synced Events

Resolve Your Synced Contacts

When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce
EDITIONS
for Outlook, 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 Available in: both Salesforce
or confirm that you want to leave them unassigned. Classic (not available in all
1. In Salesforce Classic, access your unresolved events from the sidebar shortcut Unresolved orgs) and Lightning
Items. In Lightning Experience, click your profile picture, then click Settings > Email > My Experience
Unresolved Items. Available in: All Editions
2. Resolve each contact in any of these ways.
• Assign an account. USER PERMISSIONS
– Select an account under Choose Suggested Account in the dropdown list. We suggest
To view or edit unresolved
accounts only if we detect possible matches based on the contact's company. Suggested contacts:
accounts always show the Account Name field and the first three additional fields • Edit on contacts and
defined in your account search layout. If your organization has contact lookup filters Read on accounts
that prevent certain accounts from being assigned to contacts, those accounts don’t
AND
appear as suggested accounts and can’t be assigned to contacts.
Sync enabled for
– Select Search Salesforce.com.... In the lookup, either click New, enter contacts
account information, and click Save, or enter search criteria, click Go!, and click the
right account. If you don't see the lookup, you need to first allow popups from Salesforce. To create accounts:
• Edit on contacts and
• Leave unassigned—Select Don't Assign New Account from the dropdown list Create on accounts
if you want to confirm that a contact with no account remains unassigned. Unassigned
AND
contacts aren't related to Salesforce records and are visible to you and your administrator
Show Quick Create
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 dropdown 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.

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Sales Productivity My Unresolved Items

• Cancel a selection—Select —None Selected— from the dropdown 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
anytime 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.

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

Resolve Your Synced Events

When non-recurring events sync from your email app with Einstein Activity Capture, Lightning
EDITIONS
Sync, or Salesforce for Outlook, 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 Available in: both Salesforce
want to leave them unassigned. Classic (not available in all
orgs) and Lightning
Note: From the My Unresolved Items page, you can’t resolve recurring events (repeating
Experience
events created in Salesforce Classic, which only sync if you’re using Salesforce for Outlook)
or event series (repeating events created in Lightning Experience or the Salesforce mobile Available in: All Editions
app, which only sync using Lightning Sync or Einstein Activity Capture). Instead, go directly
to the repeating events in your calendar to associate the events with Salesforce records.
USER PERMISSIONS
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 To view or edit unresolved
events:
and private events are automatically removed from your unresolved events list. Click next
• Edit on events and Read
to the subject to see an event’s description.
on the objects you
1. In Salesforce Classic, access your unresolved events from the sidebar shortcut Unresolved assign to events
Items. In Lightning Experience, click your profile picture, then click Settings > Email > My AND
Unresolved Items.
Sync enabled for events
2. Depending on how you want to resolve an event, choose either of these actions.
To create new Salesforce
• Assign to related records—Enter a related record in one or both fields. If you need to, first records:
select the correct record type from the dropdown list. If you assign a lead, you can’t assign • Edit on events
additional records. Clear an entry to cancel an assignment.
AND
• Leave unassigned—Click Don’t Assign. Unassigned events, such as internal meetings or Show Quick Create and
personal appointments, aren’t linked to any other records and are visible to you only. Create on those objects
3. Click Save to save your changes. All modified items are removed from the list. Remaining items To see recently used data in
continue to sync, and you can return anytime to resolve them. Clicking Cancel cancels all the related records fields:
changes on the page. The event is added to the associated record’s Activity History or Open • Lookup Auto-Completion
in Search Settings

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Sales Productivity My Unresolved Items

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.

SEE ALSO:
My Unresolved Items
How Events Sync with Salesforce for Outlook

Resolve Your Synced Outlook Tasks

When tasks sync from Outlook with Salesforce for Outlook, they appear on the My Unresolved Items
EDITIONS
page. Use this page to either assign tasks to related Salesforce records or confirm that you want to
leave them unassigned. Available in: both Salesforce
1. In Salesforce Classic, access your unresolved events from the sidebar shortcut Unresolved Classic (not available in all
Items. In Lightning Experience, click your profile picture, then click Settings > Email > My orgs) and Lightning
Unresolved Items. Experience

2. Depending on how you want to resolve a task, choose either of these actions. Available in: All Editions
• 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 dropdown list. If you assign a lead, you can't assign USER PERMISSIONS
additional records. Clear an entry to cancel an assignment.
To view or edit unresolved
• Leave unassigned—Click Don't Assign. Unassigned tasks, such as internal meetings or
tasks:
personal appointments, aren't linked to any other records and are visible to you only.
• Edit on tasks and Read
3. Click Save to save your changes. All modified items are removed from the list. Remaining items on the objects you
assign to tasks
continue to sync, and you can return anytime to resolve them. Clicking Cancel cancels all
changes on the page. The task is added to the associated record's Activity History or Open AND
Activities related list. You can't save changes if your tasks have a required custom field or an Sync enabled for tasks
activity custom field becomes required after items are added to your unresolved tasks list.
To create new Salesforce
Note: You can also resolve a task from the task record by assigning it to other Salesforce records:
records using the Related To and Name fields. Assigned tasks are automatically removed • Edit on tasks
from your unresolved tasks list. AND
Show Quick Create and
SEE ALSO: Create on those objects
My Unresolved Items To see recently used data in
How Tasks Sync with Salesforce for Outlook the related records fields:
• Lookup Auto-Completion
in Search Settings

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Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook (Retiring)

Sync contacts, events, and tasks between your desktop-based version of Outlook and Salesforce.
EDITIONS
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. Salesforce for Outlook Available in: Salesforce
is scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
org.
Watch a Demo: Get Started with Salesforce for Outlook (English only)
Salesforce for Outlook, a Microsoft® Outlook® integration application that you install, syncs contacts, Available with the purchase
events, and tasks between Outlook and Salesforce. In addition to syncing these items, you can add of Sales Cloud or
Outlook emails, attachments, events, and tasks to multiple Salesforce contacts, and view Salesforce Government Cloud in:
Personal, Contact
records related to the contacts and leads in your emails and events—all directly in Outlook.
Manager, Professional,
You’re able to customize what you sync and the sync directions between Outlook and Salesforce. Enterprise, Performance,
Your administrator determines the level at which you can customize these settings in Salesforce. Unlimited, and Developer
Here's a quick look at how Salesforce for Outlook helps you avoid duplicating your work and boost Editions
your productivity.

For a start-to-finish Salesforce for Outlook setup guide, see Getting Microsoft® Outlook® and Salesforce in Sync.
Get Started with Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Move from Salesforce for Outlook to the Next-Generation Products

To help your sales reps continue syncing and working between Salesforce and Microsoft Outlook, learn about moving to the Outlook
integration and Einstein Activity Capture. Salesforce for Outlook is scheduled for full retirement in June 2024.
Salesforce for Outlook Supported Languages
Salesforce for Outlook supports these languages.
Salesforce for Outlook System Requirements
Your computing environment must meet these system requirements to install and use Salesforce for Outlook. Salesforce for Outlook
is scheduled for full retirement in June 2024.
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. View and
Work with Salesforce Records from Microsoft® Outlook®. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Create Cases from the Outlook Ribbon with Salesforce for Outlook
If you track cases in Salesforce, you can create ones from your Microsoft® Outlook® emails. Your administrator needs to first create
Email-to-Case destinations that appear in the dropdown 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.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
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 want to sync, or syncing all your items, and selecting the items you want to prevent from
syncing. Salesforce for Outlook is scheduled for full retirement in June 2024.
Access Salesforce for Outlook Settings and Tools
Access Salesforce for Outlook settings and tools through the system tray application.
Salesforce for Outlook FAQ
Find answers to frequently asked questions about Salesforce for Outlook. Salesforce for Outlook is scheduled for full retirement in
June 2024.

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

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Sales Productivity Salesforce for Outlook (Retiring)

Move from Salesforce for Outlook to the Next-Generation Products

To help your sales reps continue syncing and working between Salesforce and Microsoft Outlook, learn about moving to the Outlook
integration and Einstein Activity Capture. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

1. Salesforce for Outlook Is Retiring

Salesforce for Outlook has been helping reps stay productive for a long time. Salesforce for Outlook is scheduled for full retirement
in June 2024. Learn about retirement details and your options for integrating Microsoft Outlook with Salesforce after retirement.
2. Prepare for Salesforce for Outlook Retirement
If you’re thinking about moving to a replacement product, retain important details before you lose access to them. That way, you
can provide a smoother migration experience for your sales reps and avoid any migration issues with sync. Salesforce for Outlook is
scheduled for a full retirement in June 2024.
3. Prepare for the Move to a Replacement Product
As you prepare for feature retirement of Salesforce for Outlook in June 2024, you can start preparing for your move to a replacement
product. First we introduce you to the next-generation products offered by Salesforce, including a high-level comparison with
Salesforce for Outlook. Then we help you sort through other considerations to decide which products are right for your company.
4. Test Your Next-Generation Product Rollout
When you’ve followed all the pre-rollout steps, you’re ready to test your Outlook Integration and Einstein Activity Capture rollouts.
Follow these steps to get started. And remember, we encourage you to run your tests in sandbox, or with a small group of test users.
Salesforce for Outlook is scheduled for full retirement in June 2024.
5. Roll Out the Next-Generation Products in Production
When you finish testing, get feedback from your testers and revise your rollout plan. If you must, repeat testing multiple times,
updating your plan each time to work out all of the snags. Then, when you’re ready, follow the remaining steps below. When you’re
done, return to your rollout plan, and repeat the rollout again--this time in production.
6. Reference Considerations for Moving from Salesforce for Outlook to the Next-Generation Products
Before you move from Salesforce for Outlook to the Outlook integration and Einstein Activity Capture, get up to speed on these
product differences. Salesforce for Outlook is scheduled for full retirement in June 2024.

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Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook Is Retiring

Salesforce for Outlook has been helping reps stay productive for a long time. Salesforce for Outlook
EDITIONS
is scheduled for full retirement in June 2024. Learn about retirement details and your options for
integrating Microsoft Outlook with Salesforce after retirement. Outlook integration is
With the release of Summer ’21, the Salesforce for Outlook side panel action menu is no longer available in Salesforce
available for users to create Salesforce records from the side panel in Outlook. Classic and Lightning
Experience in: Essentials,
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Group, Professional,
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Enterprise, Performance,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Unlimited, and Developer
See Move from Salesforce for Outlook to the Next-Generation Products. Editions
Einstein Activity Capture is
Next Steps for Salesforce for Outlook Customers available in Lightning
Experience and all versions
We're here to help you prepare for retirement, decide which products you want to move to, and of the Salesforce mobile app
plan and execute your move. in Essentials, Professional,
Salesforce has made key advancements on our next-generation Microsoft integration products: Enterprise, Performance,
the Outlook Integration and Einstein Activity Capture. These products not only replace Salesforce and Unlimited Editions
for Outlook, but also deliver solutions in areas where customers have reported that Salesforce for Salesforce for Outlook is
Outlook falls short. available in Salesforce
To learn about the benefits offered by the next-generation products as well as the support and Classic and Lightning
feature differences, see Explore Our Latest Microsoft Integration Products on page 608. And because Experience in: Personal,
Contact Manager,
customers' needs have evolved over time, Outlook Integration and Einstein Activity Capture don't
Professional, Enterprise,
support the same systems and features as Salesforce for Outlook.
Performance, Unlimited,
If our next-generation products don't provide what you need today, remember that we continue and Developer Editions
to develop Outlook Integration and Einstein Activity Capture to meet the needs of customers. Check
the Salesforce Release Notes each release to learn whether the enhancement you want has been
delivered. Or consider exploring one of the third-party solutions available on AppExchange.

Prepare for Salesforce for Outlook Retirement

If you’re thinking about moving to a replacement product, retain important details before you lose access to them. That way, you can
provide a smoother migration experience for your sales reps and avoid any migration issues with sync. Salesforce for Outlook is scheduled
for a full retirement in June 2024.
With the Summer ’21 release, the side panel action menu is no longer be available for users.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
Here’s how you can get ready for the phased retirement.

Review Migration Documentation Early

We recommend starting your preparation early. Although most product changes don’t occur until after the full product is retired in June
2024, it’s a good idea to review recommendations and take some initial steps before the action menu is retired in Summer ’21.
Plus, if you plan on migrating to a replacement product, avoid surprises by familiarizing yourself with the complete migration process
right away. Review our migration advice even if you meet one of the following scenarios.

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Sales Productivity Salesforce for Outlook (Retiring)

• You plan to finish rolling out a replacement product after the full Salesforce for Outlook product retirement in 2024.
• You can choose to roll out a third-party AppExchange offering rather than one of our next-generation products.

See Who’s Using Salesforce for Outlook

Before Summer ’21, get a list of who’s using the product, so that you know which sales reps are impacted by the retirement.
From Salesforce Setup, refer to the Salesforce for Outlook login history. Export a .csv file to see who’s logged in over the last 6 months.
This report includes two types of users.
• Users who were given access to Salesforce for Outlook by an admin at your company through an Outlook configuration.
• Users who downloaded Salesforce for Outlook on their own and have used the default Outlook configuration to access features.
Depending on the size of your company, your bandwidth to manage a rollout, and your knowledge of your reps’ work cycle, it’s possible
that reps who show up in the report are likely the only active users. In that case, you can focus on migrating those users only.
However, if you’re concerned that some reps still expect to use Salesforce for Outlook despite their 6-month absence, review users who
are assigned to Outlook configurations. Reps in Outlook configurations were manually given access to Salesforce for Outlook by you or
another admin at your company from Salesforce Setup. To locate Outlook configurations, see Assign Users to Salesforce for Outlook
Configurations.
Comparing reps assigned to Outlook configurations with reps on the history report helps you to understand these usage considerations.
• Which users were working with Salesforce for Outlook recently
• Which users have used Salesforce for Outlook in the past and still can periodically
• Which reps are using Salesforce for Outlook without your knowledge
• What features and settings reps are using, including admin-configured settings, user-defined settings, and default configuration
settings
Note any reps who appear to be working from the default Outlook configurations. Doing so helps you remember to check in later with
those reps about which settings and features they’re working with to prepare reps for rollout.

Announce the Summer ’21 Removal of the Side Panel Action Menu
If you aren’t planning on migrating to the next-generation products before the action menu is removed in Summer ’21, announce the
change to your Salesforce for Outlook users. Communicate the expected user experience and suggested workaround. See Salesforce
for Outlook Retirement.

Retain Salesforce for Outlook Configuration Details

Before June 2024, retain notes on your sales reps’ current user experience. That way, when Outlook configurations are no longer available,
you still have setting and user assignment details. Saving setting and user assignment details prepares you to mimic a similar user
experience when you roll out the replacement products. Plus, it helps you avoid introducing sync issues.
Check your reps’ Outlook configurations, and note which features and settings are enabled. If all Salesforce for Outlook users are assigned
to the same settings, you don’t have to track the reps assigned to each configuration. Track assigned users in these cases.
• You have multiple Outlook configurations that you use to assign different features and settings to different reps.
• You assigned Salesforce for Outlook to only a subset of your Salesforce users.
To get started quickly, consider using our Salesforce for Outlook Migration Worksheets to take your notes. The worksheets become a
useful planning resource you can update and refer to throughout your rollout.

Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then copy and paste the sheets into a
new Quip document. Or use another application that edits spreadsheets, such as Microsoft Excel or Google Sheets. After you copy

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Sales Productivity Salesforce for Outlook (Retiring)

and paste each sheet into your own spreadsheet, make it your own. Track notes and progress to keep organized during your
rollout. Plus, we give you advice about how to use it along the way.
To retain notes using the worksheets, start with the Feature Usage Checklist sheet.
• Track the enabled features and settings in the column labeled Were you using this feature with Salesforce for Outlook?
• Track which users or profiles are assigned to each configuration in the column labeled Which Salesforce for Outlook users had access
to this feature?. Keep in mind that you must list out specific users or profiles here. If you write the name of the configuration only,
you haven’t retained the details you need when Salesforce for Outlook retires.
If you prefer not to use the worksheets, take screenshots or notes of configurations to record enabled settings and user or profile
assignments. If you take screenshots, don’t forget to expand or scroll through any collapsed or scrolling page sections, such as Assigned
Members or Edit Field Mappings. Plus, don’t forget to open your datasets and record your sync filters.
For a reminder about how to locate your Outlook configurations and what the settings do, see Create Salesforce for Outlook Configurations.
To view your datasets, see Define Data Sets for Salesforce for Outlook.

Prepare Your Sales Reps for Retirement

To avoid complaints from sales reps after feature retirement, before June 2024, let reps know about the changes expected after the full
Salesforce for Outlook retirement. Assure reps that you plan to communicate next steps and progress, and request participation from
them along the way. Throughout the guide, we specify some key communications milestones.

Tell Reps Not to Remove Salesforce for Outlook Sync Categories

In addition to communicating the retirement date, before June 2024, give reps some important instructions about their Salesforce for
Outlook sync categories.
With Salesforce for Outlook, reps indicated which contacts or events they wanted to sync using the Outlook categories Sync with
Salesforce or Don't Sync with Salesforce. The categories reps used depend on how you configured reps to sync or whether you let them
configure themselves to sync. See Manage How Microsoft Outlook Items Sync with Salesforce and Create Salesforce for Outlook
Configurations.
With Einstein Activity Capture, reps follow different steps to mark items to sync or not sync. Because it’s a different user experience,
migrating without some preparation from reps can introduce duplicate records into Salesforce or Outlook. Later, we explain how reps
use the Outlook categories to prepare for migration before you roll out Einstein Activity Capture.
After Salesforce for Outlook is retired, even if you uninstall the client, the Outlook categories remain on reps’ contacts and events. Make
sure that reps know not to remove the Outlook categories from their contacts or events, even after Salesforce for Outlook stops working.
To see how to use Outlook Categories during rollout, see the Prepare Reps for Contact Sync section in Things to Know Before Replacing
Your Contact Sync Product.

Ask Reps Which Outlook Folder They’re Syncing With

If you plan on migrating to a replacement sync product, before June 2024, ask reps to confirm which Outlook folders they’re syncing
with. Later, we explain how reps can use this information to prepare for migration to a replacement product. If reps aren’t sure which
Outlook folder they’re syncing to, it’s probably the default folder. In that case, reps don’t need to do anything. However, they can check
from Salesforce for Outlook Settings using the Change Folder button. See Install and Set Up Salesforce for Outlook.
Reps don’t have to worry about their task sync folder—our next-generation products don’t sync tasks. But don’t worry, some other task
integration features are available.

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Sales Productivity Salesforce for Outlook (Retiring)

Prepare for the Move to a Replacement Product

As you prepare for feature retirement of Salesforce for Outlook in June 2024, you can start preparing for your move to a replacement
product. First we introduce you to the next-generation products offered by Salesforce, including a high-level comparison with Salesforce
for Outlook. Then we help you sort through other considerations to decide which products are right for your company.

1. Explore Our Latest Microsoft Integration Products

As you start your plan to replace Salesforce for Outlook, which is retiring in June 2024, consider our next generation of Microsoft
integration products: the Outlook Integration and Einstein Activity Capture. For now, start getting acquainted with the next-generation
products and the similarities and differences with Salesforce for Outlook. Consider whether you think your reps need features offered
by both the Outlook Integration and Einstein Activity Capture, or just one of these products. In other topics, we help you sort through
other considerations to decide whether the next-generation products are right for your company. For some customers, a third-party
alternative from AppExchange is the best option.
2. Verify That You Meet the Next-Generation Product Requirements
After considering Outlook Integration and Einstein Activity Capture features to replace Salesforce for Outlook, which is retiring in
June 2024, verify that you meet product requirements. Review requirements for your reps’ computing environments and your
Salesforce editions and licenses. Meet with your Microsoft Exchange or IT admin and the person at your company who manages
your Salesforce account, if that’s not you.
3. Verify That the Next-Generation Products Meet Your Security Requirements
Salesforce takes your data security seriously. Our Microsoft Integration products apply stringent Salesforce security measures when
establishing a connection with your email service. But for companies in highly regulated industries, your Exchange or IT admins can
require an extra security review. Salesforce for Outlook is scheduled for full retirement in June 2024.
4. Choose Which Next-Generation Products You Want to Roll Out
After getting to know the products and verifying that requirements are met, it's time to decide which products to roll out. Salesforce
for Outlook is scheduled for full retirement in June 2024.
5. Start Your Migration and Test Plan
A successful product rollout starts with a solid plan. To avoid issues like duplicated data or missing records for sync, follow these
guidelines for planning your Salesforce for Outlook migration. Salesforce for Outlook is scheduled for full retirement in June 2024.
6. Review Things to Know Before Rolling Out Replacement Products
Before you start your move from Salesforce for Outlook to a replacement product or products, review these migration considerations
and follow our recommended rollout guidelines. Salesforce for Outlook is scheduled for full retirement in June 2024.

Explore Our Latest Microsoft Integration Products

As you start your plan to replace Salesforce for Outlook, which is retiring in June 2024, consider our next generation of Microsoft integration
products: the Outlook Integration and Einstein Activity Capture. For now, start getting acquainted with the next-generation products
and the similarities and differences with Salesforce for Outlook. Consider whether you think your reps need features offered by both the
Outlook Integration and Einstein Activity Capture, or just one of these products. In other topics, we help you sort through other
considerations to decide whether the next-generation products are right for your company. For some customers, a third-party alternative
from AppExchange is the best option.

Learn about the Next-Generation Microsoft Integration Products

Get ready to move your sales reps to our cloud-based products: the Outlook integration and Einstein Activity Capture. What’s the
benefit of cloud-based products? You avoid the complicated, manual software upgrades that come with Salesforce for Outlook,
which is retiring in June 2024. That’s because sales reps and Salesforce admins automatically get the latest product updates with
each Salesforce release. Plus, they get the latest and greatest of our Microsoft integration features.

608
Sales Productivity Salesforce for Outlook (Retiring)

Compare Salesforce for Outlook with the Next Generation Products

Check out a high-level comparison of Salesforce for Outlook to the next-generation products, the Outlook Integration and Einstein
Activity Capture. Salesforce for Outlook is retiring in June 2024.

Learn about the Next-Generation Microsoft Integration Products

Get ready to move your sales reps to our cloud-based products: the Outlook integration and Einstein
EDITIONS
Activity Capture. What’s the benefit of cloud-based products? You avoid the complicated, manual
software upgrades that come with Salesforce for Outlook, which is retiring in June 2024. That’s Outlook integration is
because sales reps and Salesforce admins automatically get the latest product updates with each available in Salesforce
Salesforce release. Plus, they get the latest and greatest of our Microsoft integration features. Classic and Lightning
Experience in: Essentials,
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers.
Group, Professional,
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
Enterprise, Performance,
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Unlimited, and Developer
Microsoft® or Google applications and Salesforce. Editions
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Einstein Activity Capture is
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, available in Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience and all versions
See Move from Salesforce for Outlook to the Next-Generation Products. of the Salesforce mobile app
in Essentials, Professional,
Depending on your business needs and the system requirements you meet, you can set up Outlook
Enterprise, Performance,
integration and Einstein Activity Capture together or separately.
and Unlimited Editions
Keep reading to learn more about how the next-generation features replace Salesforce for Outlook.
Salesforce for Outlook is
available in Salesforce
Replace the Salesforce for Outlook Side Panel with the Outlook Integration Classic and Lightning
Experience in: Personal,
Similar to the Salesforce for Outlook side panel, the Outlook integration lets reps work with Salesforce Contact Manager,
records and certain Salesforce features while in their Outlook email or calendar. The Outlook Professional, Enterprise,
integration also offers productivity features that aren’t available from the Salesforce for Outlook Performance, Unlimited,
side panel. and Developer Editions
• Sales reps can log Outlook emails to Salesforce as emails and as tasks.
• Customers who have turned on Lightning Experience can build customized Outlook integration
panes for different users. You can add Lightning components to the pane, including components available from AppExchange.
• Sales reps can draft Outlook emails using Salesforce templates.
• If you purchase licenses for Inbox, sales reps can access even more Salesforce productivity features in Outlook. Inbox gives reps email
tracking, insert availability, text shortcuts, and email scheduling. From Outlook, reps see suggestions to log relevant records based
on custom objects. They also get access to Inbox mobile when they’re on the go. See Outlook and Gmail Integration and Inbox
Features.
To learn more about Outlook integration features, see Outlook and Gmail Integration Tour and View and Work with Salesforce Data in
Outlook and Gmail.

Replace Salesforce for Outlook Sync with Einstein Activity Capture

Einstein Activity Capture syncs contacts and events between Outlook and Salesforce. Plus, it offers new productivity-boosting features
for sales reps and setup improvements for you.
• Email and event capture automatically shows Outlook emails and events in the activity timeline of related Salesforce records. And
updates to those Outlook emails and events are captured automatically. No more manual logging.

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Sales Productivity Salesforce for Outlook (Retiring)

• Einstein Email Insights, which gives sales reps critical sales context to relevant emails, appear alongside captured emails in the activity
timeline.
• Activity Metrics let reps see a summary of sales activity from list views, page layouts, and reports. You can also use Activity Metrics
fields to automate processes with Process Builder and triggers. If you have Standard Einstein Activity Capture, Activity Metrics isn’t
available. See What Is Einstein Activity Capture Standard?
For more information about Einstein Activity Capture, see What Does Einstein Activity Capture Do?.

See More Resources for Comparing the Next-Generation Products

To help you choose the best products for your reps and start planning your move, check out these resources.
• Design Your Perfect Salesforce Email Integration
• Learn about the Support Differences Between Salesforce for Outlook and the Next-Generation Products
• Learn about the Feature Differences Between Salesforce for Outlook and the Next-Generation Products

SEE ALSO:
Design Your Perfect Salesforce Email Integration

Compare Salesforce for Outlook with the Next Generation Products

Check out a high-level comparison of Salesforce for Outlook to the next-generation products, the
EDITIONS
Outlook Integration and Einstein Activity Capture. Salesforce for Outlook is retiring in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Outlook integration is
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, available in Salesforce
Classic and Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Experience in: Essentials,
See Move from Salesforce for Outlook to the Next-Generation Products.
Group, Professional,
For now, use this at-a-glance comparison to start thinking about your move to the next-generation Enterprise, Performance,
products. Unlimited, and Developer
Keep in mind that we continue to introduce enhancements to the Outlook Integration and Einstein Editions
Activity Capture every release. Keep an eye on the Salesforce Release Notes to see when Einstein Activity Capture is
enhancements become available. If the support you need isn't provided by our replacement available in Lightning
products, consider reviewing third-party alternatives available from AppExchange. Experience and all versions
of the Salesforce mobile app
When you're ready to get a deeper understanding of the differences, review our detailed product
in Essentials, Professional,
comparisons. Later, we show you how to use these comparisons to narrow down which products
Enterprise, Performance,
are best for your sales teams. and Unlimited Editions
• Learn about the Support Differences Between Salesforce for Outlook and the Next-Generation Salesforce for Outlook is
Products available in Salesforce
• Learn about the Feature Differences Between Salesforce for Outlook and the Next-Generation Classic and Lightning
Products Experience in: Personal,
Contact Manager,
Product Detail Salesforce for Outlook Outlook Integration and Professional, Enterprise,
Einstein Activity Capture Performance, Unlimited,
and Developer Editions
Supports older versions of
Microsoft Outlook (Outlook
2010 and earlier)

610
Sales Productivity Salesforce for Outlook (Retiring)

Product Detail Salesforce for Outlook Outlook Integration and

Einstein Activity Capture
Supports all Salesforce editions

Supports Lightning Experience

Only if the user can move between
Lightning Experience and Salesforce Classic
using the switcher.

Supports Salesforce Classic

Outlook Integration only.

Supports Salesforce Mobile App

Sync only Einstein Activity Capture only. Available for
Outlook Integration if customers upgrade
to Inbox mobile.

Supported with Sales and Service Cloud

purchases
Outlook Integration only.

Supports more than 100 users

Outlook Integration only. Paid upgrade
required for setting up more than 100 users
on Einstein Activity Capture.

Supports sync for customers with both

Exchange Online and on-premises Exchange
Available for capture functionality with
used simultaneously (also known as a
Einstein Activity Capture only; no support
“hybrid” configuration)
for sync functionality.

Customer can control which users' email

accounts Salesforce has access to

A side panel that lets users access Salesforce

features from Outlook
Outlook Integration only.

Contact and event sync

Einstein Activity Capture only.

Repeating event sync

Salesforce Classic only. Learn more Lightning Experience and Salesforce app
with Einstein Activity Capture only. Learn
more

611
Sales Productivity Salesforce for Outlook (Retiring)

Product Detail Salesforce for Outlook Outlook Integration and

Einstein Activity Capture
Task sync
Though with Outlook Integration, reps can
work with Salesforce tasks directly from
Outlook.

Manually add Outlook email, contacts, and

events to Salesforce
Outlook Integration only.

Automatically add Outlook email and events

to Salesforce
Einstein Activity Capture only.

Custom field sync

Customize mappings for standard fields

Contact sync filters

Einstein Activity Capture only, with
limitations.

Event sync filters

Einstein Activity Capture only, with
limitations.

Remove deleted contacts from the other

application automatically

Remove deleted events from the other

application automatically
Einstein Activity Capture only.

Sync event attachments

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Sales Productivity Salesforce for Outlook (Retiring)

Verify That You Meet the Next-Generation Product Requirements

After considering Outlook Integration and Einstein Activity Capture features to replace Salesforce
EDITIONS
for Outlook, which is retiring in June 2024, verify that you meet product requirements. Review
requirements for your reps’ computing environments and your Salesforce editions and licenses. Outlook integration is
Meet with your Microsoft Exchange or IT admin and the person at your company who manages available in Salesforce
your Salesforce account, if that’s not you. Classic and Lightning
Experience in: Essentials,
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
Group, Professional,
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
Enterprise, Performance,
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Unlimited, and Developer
See Move from Salesforce for Outlook to the Next-Generation Products. Editions
Use the Setup Req. Checklist sheet you copied from the Salesforce for Outlook Migration Worksheets Einstein Activity Capture is
to take notes on setup requirements. Track requirements that you and your IT admin must address available in Lightning
or any that you can’t meet. Experience and all versions
of the Salesforce mobile app
Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then
in Essentials, Professional,
copy and paste the sheets into a new Quip document. Or use another application that edits
Enterprise, Performance,
spreadsheets, such as Microsoft Excel or Google Sheets. After you copy and paste each sheet
and Unlimited Editions
into your own spreadsheet, make it your own. Track notes and progress to keep organized
during your rollout. Plus, we give you advice about how to use it along the way. Salesforce for Outlook is
available in Salesforce
1. Meet with your Microsoft Exchange or IT admin and review the resources listed in steps a, b, Classic and Lightning
and c. Confirm that your reps’ computing environments and your Exchange server configuration Experience in: Personal,
support the next-generation products. Contact Manager,
a. Check whether you meet the basic system requirements by using our interactive Professional, Enterprise,
decision-making site, Design Your Perfect Salesforce Email Integration. Performance, Unlimited,
and Developer Editions
b. If you can narrow your options using the site, verify that you meet the complete system
requirements too. See Outlook Integration System Requirements and Einstein Activity
Capture System Requirements.
c. If changes to your server are needed, discuss with your Exchange or IT admin whether it’s possible to update your reps’ computing
environments to meet system requirements. Establish a timeline for implementing changes. If using the migration worksheets,
track action items on the Setup Req. Checklist sheet.

2. Review the Salesforce edition and license requirements described in Learn About the Support Differences Between Salesforce for
Outlook and the Next Generation Products. Confirm that you meet Salesforce subscription requirements also. Work with the person
at your company who manages your Salesforce account, or reach out to your Salesforce contact.
3. Plan for any required changes. If using the migration worksheets, track action items on the Setup Req. Checklist sheet.
If you can’t adjust your computing environment, Exchange server configuration, or Salesforce subscription to meet product requirements,
you have other options. Remember that we continue to develop Outlook Integration and Einstein Activity Capture to meet your needs.
Check the Salesforce release notes each release to learn whether the enhancement you want was delivered. Or, explore the third-party
solutions available on AppExchange.

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Sales Productivity Salesforce for Outlook (Retiring)

Verify That the Next-Generation Products Meet Your Security Requirements

Salesforce takes your data security seriously. Our Microsoft Integration products apply stringent
EDITIONS
Salesforce security measures when establishing a connection with your email service. But for
companies in highly regulated industries, your Exchange or IT admins can require an extra security Outlook integration is
review. Salesforce for Outlook is scheduled for full retirement in June 2024. available in Salesforce
Classic and Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
Experience in: Essentials,
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
Group, Professional,
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Enterprise, Performance,
See Move from Salesforce for Outlook to the Next-Generation Products.
Unlimited, and Developer
If your company requires an extra security review, share these security guides with them. Then Editions
schedule a follow-up conversation to confirm whether any discoveries dictate specific rollout Einstein Activity Capture is
requirements on your part. available in Lightning
• Outlook Integration Security Guide Experience and all versions
of the Salesforce mobile app
• Einstein Activity Capture Security Guide
in Essentials, Professional,
If a next-generation product doesn’t meet your company’s security review, remember that some Enterprise, Performance,
options are available. To avoid engaging with parts of the products that don’t comply with your and Unlimited Editions
requirements, you can avoid some features or setup methods.
Salesforce for Outlook is
Note any security concerns on the Feature Usage Checklist or Setup Req. Checklist sheet you copied available in Salesforce
from the Salesforce for Outlook Migration Worksheets. Doing so can help you to track any related Classic and Lightning
action items or flag an item of concern. To track more details, add columns or rows. Experience in: Personal,
Contact Manager,
Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then Professional, Enterprise,
copy and paste the sheets into a new Quip document. Or use another application that edits Performance, Unlimited,
spreadsheets, such as Microsoft Excel or Google Sheets. After you copy and paste each sheet and Developer Editions
into your own spreadsheet, make it your own. Track notes and progress to keep organized
during your rollout. Plus, we give you advice about how to use it along the way.
Also, remember that we continue to develop Outlook Integration and Einstein Activity Capture to meet your needs. Check the Salesforce
release notes each release to learn whether a security enhancement was delivered. Or explore the third-party solutions available on
AppExchange.

Choose Which Next-Generation Products You Want to Roll Out

After getting to know the products and verifying that requirements are met, it's time to decide which products to roll out. Salesforce for
Outlook is scheduled for full retirement in June 2024.

1. Itemize Replacement Features That You Want to Roll Out

To assist you throughout your rollout, start comparing the list of features you were using to the list of next-generation features
available to you. Then, assess the differences. Salesforce for Outlook is scheduled for full retirement in June 2024.
2. Itemize the Rollout Considerations and Guidelines That Impact You
To prevent surprises during your rollout, we prepared a list of considerations and guidelines specifically for Salesforce for Outlook
users. Salesforce for Outlook is scheduled for full retirement in June 2024. Follow these steps to itemize which considerations and
guidelines impact you.

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Sales Productivity Salesforce for Outlook (Retiring)

Itemize Replacement Features That You Want to Roll Out

To assist you throughout your rollout, start comparing the list of features you were using to the list of next-generation features available
to you. Then, assess the differences. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
Building this list helps to coordinate these aspects of your rollout.
• Prepares you to mimic the experience reps had with Salesforce for Outlook as closely as possible.
• Helps you identify rollout guidelines that you are required to follow.
• Helps you track progress of individual migration steps.
• Prepares you to track differences on which to train your reps.
To get started quickly, consider using the Feature Usage Checklist sheet from the Salesforce for Outlook Migration Worksheets to take
your notes.

Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then copy and paste the sheets into a
new Quip document. Or use another application that edits spreadsheets, such as Microsoft Excel or Google Sheets. After you copy
and paste each sheet into your own spreadsheet, make it your own. Track notes and progress to keep organized during your
rollout. Plus, we give you advice about how to use it along the way.
Update these details on the Feature Usage Checklist sheet.
• Indicate which Salesforce for Outlook features or settings you were using and which users or profiles had access. See Retain Salesforce
for Outlook Configuration Details on page 606.
• Spend some time using the Feature Usage Checklist to compare features 1:1 between Salesforce for Outlook and the next-generation
products.
As you review 1:1 feature comparisons, use the spreadsheet to indicate which Outlook Integration or Einstein Activity Capture features
you plan on rolling out. The Replacement product: Feature availability column describes key differences you must review and links
to more details.
If you can’t decide on a feature right now, flag the feature with the Considering option and revisit this feature later. In subsequent
topics, we review more information that can help you finalize your decision.

• Add any follow-up or action items to the Admin notes column.

If you prefer not to use the migration worksheet, use these resources to create your own process for comparison.
• The notes we suggest that you take on your old Salesforce for Outlook configurations. See Retain Salesforce for Outlook Configuration
Details on page 606.
• Our detailed list of next-generation feature differences. See Learn about the Feature Differences Between Salesforce for Outlook and
the Next-Generation Products on page 649.
Confused about any of the differences described in the migration worksheet or Salesforce Help? Visit the Outlook/Gmail Integration &
Sync Trailblazer Community and post your question. To make sure we update our resources, tag your question with #SFOmigrationguide.

Itemize the Rollout Considerations and Guidelines That Impact You

To prevent surprises during your rollout, we prepared a list of considerations and guidelines specifically for Salesforce for Outlook users.
Salesforce for Outlook is scheduled for full retirement in June 2024. Follow these steps to itemize which considerations and guidelines
impact you.

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Sales Productivity Salesforce for Outlook (Retiring)

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
To get started quickly, pick up where you left off with the Feature Usage Checklist sheet you copied from the Salesforce for Outlook
Migration Worksheets.

Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then copy and paste the sheets into a
new Quip document. Or use another application that edits spreadsheets, such as Microsoft Excel or Google Sheets. After you copy
and paste each sheet into your own spreadsheet, make it your own. Track notes and progress to keep organized during your
rollout. Plus, we give you advice about how to use it along the way.
1. Locate our rollout considerations, Review Things to Know Before Rolling Out Replacement Products on page 618.
2. From your Feature Usage Checklist sheet, in the Are you rolling out a replacement feature? column, work through features you marked
as Yes or Considering. Check the topics linked in the previous bullet for considerations related to each feature. Use the Admin Notes
column to track any preparations that you must add to your rollout plan before preparing your test users.
3. After reviewing the topics linked in the first bullet, see if any of your outstanding questions were answered. Then update your rollout
status on the feature from Considering to Yes or No.
4. If you’re still undecided about a feature, see if the resources provided in the More Help column clear up any remaining questions.
Or visit the Outlook/Gmail Integration & Sync Trailblazer Community and post your question. To make sure we update our resources,
tag your question with #SFOmigrationguide.

Start Your Migration and Test Plan

A successful product rollout starts with a solid plan. To avoid issues like duplicated data or missing
EDITIONS
records for sync, follow these guidelines for planning your Salesforce for Outlook migration. Salesforce
for Outlook is scheduled for full retirement in June 2024. Outlook integration is
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Salesforce
Classic and Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
Experience in: Essentials,
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Group, Professional,
See Move from Salesforce for Outlook to the Next-Generation Products.
Enterprise, Performance,
To catch any major issues before they impact your sales reps, we strongly encourage you to first Unlimited, and Developer
attempt your rollout with a group of test users. Likewise, if your Salesforce edition includes access Editions
to sandbox staging environments, we recommend running your test in the sandbox first, rather Einstein Activity Capture is
than in production. That way, if you overlook any migration details, you avoid introducing errors to available in Lightning
your live customer data. Experience and all versions
Follow these steps to start your migration plan and prepare for testing. To build your plan, continue of the Salesforce mobile app
to use the Salesforce for Outlook Migration Worksheets introduced in previous preparation topics. in Essentials, Professional,
Enterprise, Performance,
Note: To work with the Salesforce for Outlook Migration Worksheets, click the link, and then and Unlimited Editions
copy and paste the sheets into a new Quip document. Or use another application that edits
Salesforce for Outlook is
spreadsheets, such as Microsoft Excel or Google Sheets. After you copy and paste each sheet available in Salesforce
into your own spreadsheet, make it your own. Track notes and progress to keep organized Classic and Lightning
during your rollout. Plus, we give you advice about how to use it along the way. Experience in: Personal,
Review Steps for Setting Up Outlook Integration and Einstein Activity Capture Contact Manager,
Professional, Enterprise,
Review product setup instructions with your Exchange or IT admin to get ahead of any technical
Performance, Unlimited,
roadblocks and start considering your rollout timeline. and Developer Editions

616
Sales Productivity Salesforce for Outlook (Retiring)

Ask your IT admin to flag any technical preparation or concerns that you must address before you can move forward. Request timelines
for completing action items. Track any notes for your rollout plan on the Setup Step Checklist sheet you copied from the migration
worksheets. Feel free to add new columns or rows if you need them.
Check out these resources.
• For Outlook Integration, see Roles Required to Set Up the Outlook Integration.
• For Einstein Activity Capture, see Roll Out Einstein Activity Capture to Your Testers or Users.
Start Organizing Your Test Plan Chronologically

Note: Though we encourage you to start your migration soon, it's possible to complete your rollout after the Salesforce for Outlook
retirement. Review Prepare for Salesforce for Outlook Retirement to complete some important tasks before you lose access in
2024.
It's OK if you iterate on your test plan several times as you sort out the specifics of your rollout. We recommend organizing your plan
into several broad phases, then supporting steps as you work through your notes and this guide. During each phase of your test plan,
add steps about key items you must communicate to your sales reps and testers. Build time into your test plan timeline for those
individuals to address assigned tasks. Send reminders along the way.
Here's an example.
1. Preparation: Using notes from the Feature Usage Checklist and Setup Req. Checklist worksheets, chronologically organize the pre-rollout
steps you must complete before setup can begin. Include steps for you, your Microsoft or IT admin, and your sales reps.
2. Setup: Using notes from the Setup Step Checklist worksheet, chronologically organize the setup steps you must track. Include steps
for you, your Microsoft or IT admin, and your sales reps.
3. Test Rollout: Using notes from the Feature Usage Checklist and Setup Step Checklist sheets, chronologically organize the steps you
must complete during rollout. Include steps for you, your Microsoft or IT admin, and your sales reps.
4. Gathering Feedback: Compile a chronological list of steps you must complete to get testing feedback. Keep reading for ideas about
more steps to add to this phase.
Select a Small Test group of Experienced Salesforce for Outlook Users
If you have Salesforce for Outlook users in different roles across your company (sales, service, management, and so forth), recruit testers
from as many roles as possible. That way, you can test the unique workflows for each role. Try to pick users who get excited about
Salesforce or are vocal about improving it. Include yourself in your test group, so that you have the context to quickly get in front of any
issues that arise.
Prepare a Resource for Testers to Give Feedback Easily and Clearly
We recommend creating a resource that provides an easy way for testers to provide feedback, including notes and screenshots. For an
example, see the Testing Feedback sheet in the Salesforce for Outlook Migration Worksheets.
If you have the time and support, develop a list of common user workflows and split up the list among testers. Doing so lets you test a
wide variety of tasks and ensures that real-life scenarios aren't missed. For ideas on how to develop a list of workflows, include issues
from Review Things to Know Before Rolling Out Replacement Products. You can also get ideas from a manager or someone in a sales
operations role. Or even debrief some of your testers about how they commonly work with contacts, events, tasks, and the side panel.
Run a Test Rollout
If you have a sandbox, prepare it for testing and start to follow the steps in this guide to roll out the next-generation products. See
Trailhead: Get Early Access with the Sandbox Preview and Sandboxes: Staging Environments for Customizing and Testing.
Give Testers Access to Your Sandbox
When your test rollout is complete, give testers access to the sandbox and instruct testers to try out the new products. Share testing
instructions, any workflows you want them to try, and your resource for gathering feedback. Remind testers to provide detailed, specific
notes in their feedback.

617
Sales Productivity Salesforce for Outlook (Retiring)

Get Feedback and Revise Your Test Plan

If you can, schedule a meeting with testers and run through their feedback. Make sure that you understand their complaints and what
testers expected. During the group discussion, testers are likely to remember feedback that they forgot to mention. After your meeting,
update any product settings or rollout instructions.
If you must, repeat testing multiple times, updating your rollout plan each time to work out snags before rolling out to production.
Add Production Rollout Phase to Your Plan
When you feel that you're ready for rollout, add a Production Rollout phase to your test plan. Include any remaining tasks described in
Roll Out the Next-Generation Products in Production. Then, using your rollout tests as an estimate, establish a tentative timeline for your
production rollout. When you feel ready, communicate the tentative timeline to sales reps. Rolling out on a larger scale could take longer
than your rollout tests, so plan accordingly. You can always adjust your tentative timeline and recommunicate it.
Repeat Your Revised Rollout Plan in Production
Again, first start with your test users. Group by group, run through your finalized rollout plan, rolling out the product to more users until
everyone has access.
If your planning and testing takes some time, remember to refer to the Salesforce release notes for updates that could impact your
rollout plan. Likewise, we're adding improvements to our migration advice all the time. Rather than downloading a version of this guide
as a PDF, use the live HTML version to make sure that you're getting the most up-to-date content.

Review Things to Know Before Rolling Out Replacement Products

Before you start your move from Salesforce for Outlook to a replacement product or products, review these migration considerations
and follow our recommended rollout guidelines. Salesforce for Outlook is scheduled for full retirement in June 2024.

Things to Know Before Replacing the Side Panel

If you're replacing the side panel with our next-generation product, you're setting up the Outlook Integration. Review these
considerations and follow our recommended rollout guidelines. Salesforce for Outlook is scheduled for full retirement in June 2024.
Things to Know Before Rolling Out Einstein Activity Capture
Unlike Salesforce for Outlook, Einstein Activity Capture offers email, event, and contact capture functionality as well as contact and
event sync. Before you roll out the product to your users, learn about the differences between the two, and be aware of the
considerations for capture. Salesforce for Outlook is scheduled for full retirement in June 2024.
General Things to Know Before Replacing Your Sync Product
If you’re replacing Salesforce for Outlook sync with our next-generation products, you’re setting up Einstein Activity Capture. To
avoid introducing duplicate records or missing items for sync, review these considerations before you start your migration and follow
any recommended guidelines. Salesforce for Outlook is scheduled for full retirement in June 2024.
Things to Know Before Replacing Your Contact Sync Product
Before you move from Salesforce for Outlook to Einstein Activity Capture, review these contact sync considerations and add suggested
guidelines to your migration plan. Salesforce for Outlook is scheduled for full retirement in June 2024.
Things to Know Before Replacing Your Event Sync Product
Before you move from Salesforce for Outlook to Einstein Activity Capture, review these event sync considerations and add suggested
guidelines to your migration plan. Salesforce for Outlook is scheduled for full retirement in June 2024.

618
Sales Productivity Salesforce for Outlook (Retiring)

Things to Know Before Replacing the Side Panel

If you're replacing the side panel with our next-generation product, you're setting up the Outlook
EDITIONS
Integration. Review these considerations and follow our recommended rollout guidelines. Salesforce
for Outlook is scheduled for full retirement in June 2024. Outlook integration is
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Salesforce
Classic and Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
Experience in: Essentials,
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Group, Professional,
See Move from Salesforce for Outlook to the Next-Generation Products.
Enterprise, Performance,
Unlimited, and Developer
Create Salesforce Records from Outlook Editions
Starting in Summer ’21, the action menu in the Salesforce for Outlook side panel is unavailable. The
action menu was the button in the side panel that let reps create Salesforce records directly from
Outlook. To let reps create records from Outlook again, give them access to the Outlook integration. As with Salesforce for Outlook, you
can create and assign Outlook integration action menus using email application publisher layouts. If you already have email application
publisher layouts assigned to Salesforce for Outlook users, these same layouts and assignments work for the Outlook Integration. During
Outlook integration testing, ask your testers to verify that they can access the same actions as they could with the Salesforce for Outlook
action menu. See Create Salesforce Records from Outlook and Gmail.

Using Outlook Integration with Einstein Activity Capture

Outlook Integration and Einstein Activity Capture were designed to work together. But there are a few considerations for using the two
products together.
To avoid seeing duplicates on the activity timeline, manual logging for Outlook integration is disabled for users set to these Einstein
Activity Capture sync directions: Exchange to Salesforce and Both Directions. If you want to let reps continue to use manual logging
with Outlook integration, reps must be set to the sync direction Salesforce to Exchange. Decide which option is best for your company,
and tell your testers and users which behavior to expect.

Consider Enhanced Email

With the Outlook integration, if you turn on Enhanced Email, Outlook emails are logged as Salesforce emails. And reps can relate Outlook
emails to multiple Salesforce contacts or leads. If you turn off Enhanced Email, Outlook emails are logged as Salesforce tasks. And when
reps log those tasks to Salesforce, reps can’t relate tasks to multiple contacts or leads like they could with Salesforce for Outlook. This
behavior occurs even when shared activities is turned on (the Allow Users to Relate Multiple Contacts to Tasks and Events option on the
Activity Settings page in Setup).

Time Your Migration

Salesforce automatically disconnects the Salesforce for Outlook side panel when reps connect using Outlook integration. See Considerations
for Running Outlook Integration and Salesforce for Outlook Simultaneously. If you begin your testing or rollout before the 2024 retirement,
plan your rollout accordingly. Remember to tell sales reps when they can expect to lose access to Salesforce for Outlook and gain access
to Outlook integration.

Review All Outlook Integration Considerations

Review these considerations for setting up the Outlook integration, which apply to all Outlook Integration users.

619
Sales Productivity Salesforce for Outlook (Retiring)

Things to Know Before Rolling Out Einstein Activity Capture

Unlike Salesforce for Outlook, Einstein Activity Capture offers email, event, and contact capture
EDITIONS
functionality as well as contact and event sync. Before you roll out the product to your users, learn
about the differences between the two, and be aware of the considerations for capture. Salesforce Available in: Lightning
for Outlook is scheduled for full retirement in June 2024. Experience
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available with Einstein
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Activity Capture Standard,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. which is available in Sales
See Move from Salesforce for Outlook to the Next-Generation Products. Cloud in Starter,
Capture functionality automatically displays relevant Outlook email, event, and contact details in Professional, Enterprise,
Performance, and
Salesforce without creating records for them.
Unlimited Editions
• Relevant Outlook email and events are automatically displayed on the activity timelines of
related Salesforce records, and on the Salesforce calendar. Available with Sales Cloud
Einstein, which is available
• Relevant Outlook contact data is also captured and used to create email insights and in Performance and
recommended connections. To get a better understanding of those features, see What Does Unlimited Editions, and
Einstein Activity Capture Do? available for an extra cost in
Enterprise Edition
Make Sure Your Users Are Ready to Work in Lighting Experience Available with Inbox in Sales
Einstein Activity Capture requires Lightning Experience. Make sure you roll out Lightning Experience Cloud, which is included in
before you begin your migration to Einstein Activity Capture. See How to Transition to Lightning Starter, Performance and
Experience. However, don’t remove your sales reps’ access to Salesforce Classic just yet. Removing Unlimited Editions and
reps’ access to Salesforce Classic also cuts off their access to Salesforce for Outlook, which you might available for an extra cost in
not be ready for. Plus, if you plan to roll out sync as well, some reps need Salesforce Classic to clean Professional and Enterprise
up their duplicate repeating events. We cover those details later in the rollout process. Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Enabling Capture vs. Enabling Sync Platform.
Some admins can opt to set up capture instead of sync to save on Salesforce storage, avoid sync
Available with Sales
lags for customers with lots of event and contact data, and avoid any cumbersome considerations
Engagement in Sales Cloud,
for migrating to a new sync product. To do so, set up reps for Einstein Activity Capture, but don't
which is included in
create sync configurations for reps. Performance and Unlimited
While it isn’t possible to turn off email capture, it is possible to set up contacts and events for sync Editions, and available for
only. To do so you must choose the Einstein Activity Capture sync direction Salesforce to Exchange an extra cost in Professional
for contacts or events. With that sync direction, Outlook events are no longer automatically displayed and Enterprise Editions.
to the activity timelines of related Salesforce records or to reps’ Salesforce calendars, and Outlook Sales Engagement is also
contact data also stops being captured. available for an extra cost in
Service Cloud and Lightning
It’s not possible to turn off contact or event capture for the Exchange to Salesforce or Both Directions Platform.
sync directions.
Available with Revenue
Intelligence, which is
Review More Considerations available for an extra cost in
Before rolling out Einstein Activity Capture, review the considerations that impact all customers. Enterprise and Unlimited
Considerations for Setting Up Einstein Activity Capture. Editions

620
Sales Productivity Salesforce for Outlook (Retiring)

General Things to Know Before Replacing Your Sync Product

If you’re replacing Salesforce for Outlook sync with our next-generation products, you’re setting up
EDITIONS
Einstein Activity Capture. To avoid introducing duplicate records or missing items for sync, review
these considerations before you start your migration and follow any recommended guidelines. Available in: Lightning
Salesforce for Outlook is scheduled for full retirement in June 2024. Experience
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available with Einstein
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Activity Capture Standard,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. which is available in Sales
See Move from Salesforce for Outlook to the Next-Generation Products. Cloud in Starter,
• Einstein Activity Capture requires Lightning Experience. If you haven’t already, roll out Lightning Professional, Enterprise,
Performance, and
Experience before you begin your migration to Einstein Activity Capture. See How to Transition
Unlimited Editions
to Lightning Experience. However, don’t remove your sales reps’ access to Salesforce Classic
just yet. Removing reps’ access to Salesforce Classic also cuts off their access to Salesforce for Available with Sales Cloud
Outlook, which can be something you’re not ready for. Plus, some reps need Salesforce Classic Einstein, which is available
to clean up their duplicate repeating events. We cover those details later in the rollout process. in Performance and
• While you can choose to enable capture only, if you want to sync as well, in most cases you’re Unlimited Editions, and
available for an extra cost in
required to enable both capture and sync. To get a better understanding of the differences
Enterprise Edition
between capture and sync, and when sync only is available, review Things to Know Before
Rolling Out Einstein Activity Capture. Available with Inbox in Sales
• Rather than syncing with the Outlook email client, Einstein Activity Capture syncs with Exchange, Cloud, which is included in
the Outlook email server that works behind the scenes. When you're setting up Einstein Activity Starter, Performance and
Capture, notice that we sometimes refer to Exchange in place of Outlook. This detail matters Unlimited Editions and
to your IT or Exchange admin. But in most cases, you can assume that “Outlook” and “Exchange” available for an extra cost in
Professional and Enterprise
refer to the same part of reps' user experience.
Editions. Inbox is also
• Einstein Activity Capture sync doesn't support contact or event syncing with alias email addresses. available for an extra cost in
Confirm that you've assigned only primary Microsoft email addresses as the usernames in your Service Cloud and Lightning
Salesforce user profiles. Platform.
• To avoid introducing sync issues for your sales reps, we recommend that you maintain the same
Available with Sales
contact and event sync directions when you migrate to Einstein Activity Capture. This
Engagement in Sales Cloud,
recommendation is especially important if your reps are syncing recurring events with Salesforce which is included in
for Outlook and you plan on rolling out Einstein Activity Capture event series sync. See Learn Performance and Unlimited
About Preparing Repeating Events for Migration. If you must roll out different sync directions Editions, and available for
with Einstein Activity Capture, consider how that change impacts reps: First, with a few reps or an extra cost in Professional
a sales operations manager, review common user workflows for contacts and events. Then, and Enterprise Editions.
consider whether those workflows have to change. Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

621
Sales Productivity Salesforce for Outlook (Retiring)

Things to Know Before Replacing Your Contact Sync Product

Before you move from Salesforce for Outlook to Einstein Activity Capture, review these contact sync
EDITIONS
considerations and add suggested guidelines to your migration plan. Salesforce for Outlook is
scheduled for full retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Similar to Salesforce for Outlook, you define reps’ contact sync settings in Einstein Activity Capture Cloud in Starter,
sync configurations. Read about considerations and guidelines related to each sync setting. Professional, Enterprise,
Performance, and
Unlimited Editions
Choose a Contact Sync Direction
Available with Sales Cloud
To avoid a delay during your reps' first sync, we recommend initially selecting the Exchange Einstein, which is available
to Salesforce sync direction. If you eventually want contacts to sync both ways, you can in Performance and
enable that sync direction later, after all reps are actively syncing. Unlimited Editions, and
When choosing the Both Directions contact sync direction, there are guidelines to avoid available for an extra cost in
Enterprise Edition
syncing over the Company field in Outlook contacts. If you roll out Einstein Activity Capture after
contact sync has been disabled for a significant amount of time, take this additional step: Have reps Available with Inbox in Sales
confirm that any Outlook contacts that include data in the Company field are also represented as Cloud, which is included in
an account record in Salesforce. Ideally, the first time a contact syncs from Outlook to Salesforce, Starter, Performance and
Einstein Activity Capture locates a matching Salesforce account and relates it to the contact Unlimited Editions and
automatically. Otherwise, if the Outlook Company field doesn't match the Salesforce account, when available for an extra cost in
a rep updates the Salesforce version of the contact, Company can be removed from Outlook. Professional and Enterprise
Editions. Inbox is also
When choosing the Exchange to Salesforce sync direction, Einstein Activity Capture
available for an extra cost in
isn’t moving data from Salesforce to Outlook, so the Outlook contact Company field isn’t removed Service Cloud and Lightning
when there isn’t a matching account in Salesforce. However, when unmatched contacts are created Platform.
in Salesforce, contacts are added to the Unresolved items list upon their first sync. After rollout,
instruct users to manually relate contacts to an account or the contact remains visible only to that Available with Sales
syncing user. See Resolving Your Synced Contacts. Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Set Contact Sync Filters for Performance Editions, and available for
Einstein Activity Capture doesn’t offer as many filter options as Salesforce for Outlook. For details, an extra cost in Professional
see the contact sync filters row in Learn about the Feature Differences Between Salesforce for and Enterprise Editions.
Outlook and the Next-Generation Products. Sales Engagement is also
available for an extra cost in
Keep in mind that syncing on a large scale can introduce sync delays. Large-scale contact sync can
Service Cloud and Lightning
be impacted by the number of syncing users or by any Salesforce automated processes you’ve
Platform.
implemented that create or update contacts automatically for your users. If you feel that this
describes your Salesforce implementation, or it’s important to your users that contact sync occurs Available with Revenue
rather quickly, follow this recommendation: If you decide to sync both ways, from your Einstein Intelligence, which is
Activity sync configurations, on the Advanced Sync Settings tab, filter to limit syncing to contacts available for an extra cost in
that the rep owns. If you’re not sure how many contacts reps sync, choose your preferred contact Enterprise and Unlimited
setting and change it later if contact sync is slow. Editions

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Sales Productivity Salesforce for Outlook (Retiring)

Prepare Contact Fields for Sync

Unlike Salesforce for Outlook, at this time, Einstein Activity Capture doesn’t sync custom Salesforce fields, nor does it support customizing
field mappings for standard fields. However, before rolling out Einstein Activity Capture, compare Salesforce for Outlook field mappings
to the list of contact fields that sync with Einstein Activity Capture. Record any inconsistencies. See Field Mappings for Contact Sync.
Then, consider these options for managing the differences before your rollout.
• Confirm with someone familiar with your company’s sales process whether it’s key to your business processes to sync any of the
unsupported fields. If important to sync, come up with a plan for changing your sales process so that reps tracked these details in
fields that sync. Then, communicate those process changes to your sales reps so that they know to expect them.
• If Einstein Activity Capture begins supporting these features in the future, you can return to your previous process, if you prefer.

Prepare Reps for Contact Sync

Similar to Salesforce for Outlook, you define reps' sync settings in Einstein Activity Capture configurations. Before you do so, have reps
prepare their contacts for migration to avoid creating duplicate contacts.
No matter which direction you're syncing, have reps follow these steps. Otherwise, you introduce duplicate contact records in Outlook,
which users have to identify and remove manually.
• Have reps create a folder nested directly under their Outlook contact directories called Salesforce_Sync. Reps must nest the
folder directly under their Outlook Contacts directory. It's ideal if your IT admin can manage and deploy creating this folder
programmatically, but if not, reps can do it themselves manually. This image shows where the folder must be created.

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Sales Productivity Salesforce for Outlook (Retiring)

• To add the appropriate contacts to the Salesforce_Sync folder, reps can refer to their Salesforce for Outlook categories, Sync
with Salesforce or Don't Sync with Salesforce.

Important: If you start migrating before Salesforce for Outlook retirement, consider the timing for these steps when planning
your rollout. Reps can prepare their contacts before you add them to an active Einstein Activity Capture configuration. But
after reps take this step, their contacts stop syncing with Salesforce for Outlook. If reps are still using Salesforce for Outlook,
have reps create the Salesforce_Sync folder, then immediately update Salesforce for Outlook settings to sync from
that folder. See step 6 in Install and Set Up Salesforce for Outlook.
After you add reps to an active Einstein Activity Capture configuration, any contacts in Salesforce_Sync sync between
Salesforce and Outlook in the sync direction you set on the configuration.

If you want to give your admins more specific instructions, see the Salesforce for Outlook topic, Manage How Microsoft Outlook Items
Sync with Salesforce.
If they like, reps can remove the Sync with Salesforce or Don't Sync with Salesforce categories after moving
their contacts into the Salesforce_Sync folder.
If reps don't create the Salesforce_Sync folder before rollout, Einstein Activity Capture creates the folder for reps after you add
them to an active configuration, and immediately start syncing contacts, introducing duplicates.

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Sales Productivity Salesforce for Outlook (Retiring)

Train Reps on Managing Private Contacts

With Einstein Activity Capture, reps manage private contact sync like they manage manual contact sync: By not adding contacts that
shouldn’t sync to the Salesforce_Sync folder. Unlike Salesforce for Outlook, Einstein Activity Capture has no user setting to enable
or disable private contact sync.

Train Reps on Person Account Sync

If person accounts are enabled in Salesforce, your Salesforce person accounts create Outlook contacts, and the two continue to sync.
When you train your reps, let them know these details about syncing Outlook contacts with person accounts.
• If reps are set up to sync person accounts both ways or from Exchange to Salesforce, train reps to create person accounts in Salesforce,
rather than creating contacts in Outlook. Because Outlook doesn't offer a feature like person accounts, new contacts created from
Outlook sync to Salesforce as contacts. Creating person accounts from Salesforce only keeps your company’s person account and
contact data clean and organized.
• To match person accounts and contacts, Einstein Activity Capture compares the Salesforce First Name and Last Name
fields to the Outlook Company field. After person accounts are matched for sync, changes reps make to First Name, Last
Name, and Company don’t sync between applications.

Things to Know Before Replacing Your Event Sync Product

Before you move from Salesforce for Outlook to Einstein Activity Capture, review these event sync considerations and add suggested
guidelines to your migration plan. Salesforce for Outlook is scheduled for full retirement in June 2024.

Learn about Administrator-Set Considerations for Migration

Before you move from Salesforce for Outlook to Einstein Activity Capture, review these considerations and guidelines on admin-set
settings for Einstein Activity Capture. Salesforce for Outlook is scheduled for full retirement in June 2024.
Learn About Preparing Repeating Events for Migration
When you migrate, sales reps experience sync issues with their repeating events. Determine which reps are affected, how they’re
affected, and get guidelines to follow so you and your reps can navigate these issues. Salesforce for Outlook is scheduled for full
retirement in June 2024.
Learn About Preparing Default Outlook Calendars for Migration
To avoid sync issues when you migrate your reps from Salesforce for Outlook, have reps follow these guidelines to prepare their
default calendars. Salesforce for Outlook is scheduled for full retirement in June 2024. These guidelines are the same for users syncing
in any direction.
Learn About More User Training for Migration
Before you move from Salesforce for Outlook to Einstein Activity Capture, review these training guidelines for Einstein Activity Capture
users to follow. Salesforce for Outlook is scheduled for full retirement in June 2024.
Have Sales Reps Prepare Their Events for Sync Migration
To help reps prepare their events for migration from Salesforce for Outlook to Einstein Activity Capture, work with them on completing
these instructions. Salesforce for Outlook is scheduled for full retirement in June 2024.

625
Sales Productivity Salesforce for Outlook (Retiring)

Learn about Administrator-Set Considerations for Migration

Before you move from Salesforce for Outlook to Einstein Activity Capture, review these considerations
EDITIONS
and guidelines on admin-set settings for Einstein Activity Capture. Salesforce for Outlook is scheduled
for full retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Similar to Salesforce for Outlook, you define reps’ event sync settings in Einstein Activity Capture Cloud in Starter,
sync configurations. Read about considerations and guidelines related to each sync setting. Professional, Enterprise,
Performance, and
Choose an Event Sync Direction Unlimited Editions
Similar to Salesforce for Outlook, you must define a sync direction for events. To avoid introducing Available with Sales Cloud
sync issues for your sales reps, we recommend that you maintain the same sync direction when Einstein, which is available
you migrate to Einstein Activity Capture. See General Things to Know Before Replacing Your Sync in Performance and
Product Unlimited Editions, and
Keep in mind that syncing events on a large scale can impact sync wait times. For large companies available for an extra cost in
or companies who create or update events using automated processes, consider using the Exchange Enterprise Edition
to Salesforce sync direction. Automated processes include features such as triggers or Flow Builder, Available with Inbox in Sales
or perhaps custom automation designed by a developer at your company. While the Both Ways Cloud, which is included in
sync direction is available to you, keep in mind that that sync direction could delay event sync. To Starter, Performance and
mitigate delays, review the advice in the next section on setting sync filters for performance. Unlimited Editions and
Set Event Sync Filters for Performance available for an extra cost in
Professional and Enterprise
Einstein Activity Capture doesn’t offer as many filter options as Salesforce for Outlook. For details, Editions. Inbox is also
see the event sync filters row in Learn about the Feature Differences Between Salesforce for Outlook available for an extra cost in
and the Next-Generation Products. Service Cloud and Lightning
Keep in mind that syncing on a large scale can introduce sync delays. Large-scale event sync can Platform.
be affected by the number of syncing users or by any automated processes that create or update Available with Sales
events automatically. If this description sounds like your Salesforce implementation, or it’s important Engagement in Sales Cloud,
that event sync occurs rather quickly, follow this recommendation: From your Einstein Activity which is included in
Capture sync configurations, from the Advanced Sync Settings tab, filter out any events that are Performance and Unlimited
unnecessary to track. We suggest filtering out events with the end dates: Last 7 days, Last 30 days, Editions, and available for
or even TODAY. Note: If you revise this filter later, events occurring in the past don’t sync. an extra cost in Professional
You can also exclude events from syncing for all your users based on the organizer’s or sender’s and Enterprise Editions.
Sales Engagement is also
email address. The excluded addresses list also prevents emails and events from being captured
available for an extra cost in
and added to the activity timeline of related records. To do so, see Exclude Emails and Events from
Service Cloud and Lightning
Being Added to Salesforce for All Users.
Platform.
If you want to avoid performance issues altogether, consider either setting up capture functionality
or Outlook Integration only. Available with Revenue
Intelligence, which is
• For capture-only setup up considerations, see Things to Know Before Rolling Out Einstein Activity available for an extra cost in
Capture. Enterprise and Unlimited
• By rolling out Outlook integration only, reps can manually add (or log) events and their Editions
attachments to Salesforce records. Added emails and events aren’t updated when there’s
subsequent activity in Outlook, however. Event series can’t be manually logged. See Things to
Know Before Replacing the Side Panel.
Reconsider Mappings for Custom Fields

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Sales Productivity Salesforce for Outlook (Retiring)

Unlike Salesforce for Outlook, Einstein Activity Capture doesn’t sync Outlook fields to custom Salesforce fields. If you customized your
Salesforce for Outlook mappings so that Outlook fields were mapping to any custom Salesforce fields, you can’t configure those same
mappings with Einstein Activity Capture. To prepare your field mappings for Einstein Activity Capture rollout, follow these steps.
• Review the field mappings in your Salesforce for Outlook configurations and identify any custom Salesforce fields that you’re currently
syncing to.
• Review the default Einstein Activity Capture field mappings. See Field Mappings for Event Sync. For any mappings that don’t work
for your sales reps, choose replacements from standard event fields. For help, work with someone who is familiar with your company’s
sales process, like an experienced sales rep, sales manager, or someone in a sales operations role. You can track any field-mapping
customizations you want to make in the Salesforce for Outlook Migration Worksheetson the Feature Usage Checklist or Setup Step
Checklist sheets.
Review All Einstein Activity Capture Sync Considerations
In addition, to reviewing advice specific to Salesforce for Outlook users, make sure that you review the considerations for Einstein Activity
Capture meant for all users. See Considerations for Setting Up Einstein Activity Capture and the sync-related comparisons in Learn about
the Feature Differences Between Salesforce for Outlook and the Next-Generation Products.

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Sales Productivity Salesforce for Outlook (Retiring)

Learn About Preparing Repeating Events for Migration

When you migrate, sales reps experience sync issues with their repeating events. Determine which
EDITIONS
reps are affected, how they’re affected, and get guidelines to follow so you and your reps can
navigate these issues. Salesforce for Outlook is scheduled for full retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Why Do Reps Have to Prepare Repeating Events for Migration? Cloud in Starter,
Professional, Enterprise,
Repeating events are events reps schedule one time but occur multiple times. For example, your Performance, and
teams’ monthly sales meeting or weekly 1:1s with managers are likely scheduled as repeating Unlimited Editions
events. In Salesforce, repeating events are represented by two objects. Although both kinds of
repeating events are visible from both Salesforce user experiences, other event functionality is Available with Sales Cloud
limited. These limits cause issues for Salesforce for Outlook users when you migrate them to Einstein Einstein, which is available
in Performance and
Activity Capture. For example, Salesforce for Outlook creates and syncs only recurring events
Unlimited Editions, and
(Salesforce Classic repeating events). Einstein Activity Capture creates and syncs only event series
available for an extra cost in
(Lightning Experience repeating events).
Enterprise Edition
• Recurring events (repeating event object in Salesforce Classic)
Available with Inbox in Sales
• Event series (repeating event object in Lightning Experience) Cloud, which is included in
When you migrate, reps experience different issues depending on the direction reps are set to sync. Starter, Performance and
To help you navigate these issues, we provide guidelines to follow based on your reps’ sync Unlimited Editions and
directions. First, review the prerequisite steps in the next two sections. Then follow the guidelines available for an extra cost in
recommended for your sync direction. Professional and Enterprise
Editions. Inbox is also
The guidelines help reps to manually preserve event associations and details they’ve saved in available for an extra cost in
nonsyncing fields. Plus, guidelines help reps remove duplicates from their calendars. But the date Service Cloud and Lightning
and time captured in the Salesforce event fields Last Modified By and Created By are replaced by Platform.
the date and time that reps walk through these processes.
Available with Sales
Depending on how many repeating events reps own, these processes can be tedious and take Engagement in Sales Cloud,
some time. Review the complete instructions before proceeding. Likewise, some solutions require which is included in
you to work with users to complete the process. It’s also helpful to bring in your IT admin. Performance and Unlimited
Note: To avoid introducing more complications to your reps’ calenders, maintain the same Editions, and available for
an extra cost in Professional
sync direction for reps when you roll out Einstein Activity Capture. However, if you must
and Enterprise Editions.
change sync direction, don’t roll out repeating event sync with Einstein Activity Capture. To
Sales Engagement is also
do so, avoid selecting the Sync event series option when you create Einstein Activity Capture
available for an extra cost in
configurations.
Service Cloud and Lightning
While this solution prevents more complications, it leaves a version of each repeating event Platform.
on both calendars that no longer sends and receives updates. Over time, one or both versions
Available with Revenue
can become outdated, introducing inaccuracies to your reps’ calendars. To correct that issue,
Intelligence, which is
decide which calendar is the source of truth, and have reps remove repeating events that are
available for an extra cost in
no longer syncing from the other calendar. If you decide to remove events from Salesforce, Enterprise and Unlimited
reps can refer to that portion of our guidelines for useful steps. See the Remove Repeating Editions
Event Duplicates After Migration section in Manage Your Repeating Events for Migration.

Check Which Sales Reps Are Affected

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Sales Productivity Salesforce for Outlook (Retiring)

Refer to your existing Outlook configurations or the notes you retained on your configurations. If the Sync recurring events option is
selected, users assigned to that configuration are impacted. Follow the recommendations suggested for your sync direction. If no reps
are set up to sync recurring events, proceed to the next user preparation task, Learn About Preparing Default Outlook Calendars for
Migration.
Depending on your implementation, it’s possible that reps have event series instead of or in addition to recurring events on their Salesforce
calendars. How can you tell which repeating events are recurring events and which are event series? Proceed to the guidelines for your
sync direction. We alert either you or your reps how to tell the difference and when no further action is needed.
Repeating Event Guidelines for Users Assigned to Sync Outlook to Salesforce or Both Ways
For reps assigned to the sync directions Outlook to Salesforce or Both Ways, Einstein Activity Capture creates a duplicate event series for
every recurring event. On their Salesforce calendars, reps see duplicates of every repeating event occurrence: one that syncs with Outlook
and one that doesn’t. The original recurring event occurrences stop receiving and sending updates between Salesforce and Outlook. As
a result, over time, either or both calendars can become inaccurate or cumbersome to manage.
This issue is unavoidable, but these guidelines help you work with your reps to identify and manually remove their old recurring events.
1. Ask your IT admin to back up events in both Salesforce and Exchange in case any mistakes are made along the way.
• In Exchange, admins can copy each user’s events into a backup folder.
• In Salesforce, admins can write a query against SOAP API or REST API to export events to a backup .csv file.

2. Ask your reps to prepare all events on their calendar for sync. See Prepare Your Default Outlook Calendar for Migration and Get Ready
to Sync Events Using Einstein Activity Capture.
3. When you’re ready to migrate, in addition to setting up your other features, we recommend selecting these settings on reps’ Einstein
Activity Capture configurations.
a. On the General Sync Settings tab, select the same event sync direction that you were using with Salesforce for Outlook. Switching
your event sync direction during migration can introduce more issues with repeating events.
b. On the Advanced Sync Settings tab, select Sync event series.
c. On the Advanced Sync Settings tab, select Relate synced events to Salesforce records. This setting isn’t required, but it
automatically relates events to reps’ matching contacts or leads. Doing so can help reps when they’re manually cleaning up
duplicates later.

4. Allow some time to make sure events have finished syncing. You can ask your reps to compare their Outlook and Salesforce calendars
to see if events have synced. Reps can take it from here. Let them know which sync direction they’re set to, and send reps instructions
for identifying and manually deleting duplicate repeating events. See Manage Your Repeating Events for Migration.
5. Remind reps not to create repeating events from Salesforce Classic, or else those events don’t sync. When reps have finished removing
their duplicate repeating events from Salesforce, come up with a plan for removing or reducing reps’ access to Salesforce Classic.
See Optimize Phase: Make Lightning Experience Stick.
Repeating Event Guidelines for Users Assigned to Sync Salesforce to Outlook Only
For reps assigned to sync from Salesforce to Outlook only, when you migrate to Einstein Activity Capture, any recurring events created
in Salesforce Classic stop syncing. A version of each repeating event is left on both calendars, but updates are no longer sent and received
between calendars. As a result, either or both events become inaccurate over time as reps update one version and not the other.
To prevent this issue, we provide guidelines that you can share with reps to help them re-create their repeating events before you roll
out Einstein Activity Capture. We also include steps to help reps remove the old recurring events after rollout. It can be helpful to involve
an IT admin in the process.

Important: When scheduling your rollout milestones, plan to activate Einstein Activity Capture configurations shortly after reps
finish preparing their events for migration. Minimizing sync downtime reduces opportunities for your reps to introduce differences
between their Salesforce and Outlook calendars, which can cause confusion in the interim.

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Sales Productivity Salesforce for Outlook (Retiring)

1. Ask your IT admin to back up events in both Salesforce and Exchange in case reps make mistakes along the way.
• In Exchange, admins can copy each user’s events into a backup folder.
• In Salesforce, admins can write a query against SOAP API or REST API to export events to a backup .csv file.

2. Export all events in Salesforce using Data Export. See Export Backup Data from Salesforce.
3. Save a backup copy of the resulting Event.csv just in case!
4. Open the Event.csv file in an app that lets you edit spreadsheets, and, to narrow down which repeating events reps have to re-create,
follow these steps.
a. Remove any events (rows) that have an empty RecurrenceActivityId column. The RecurrenceActivityId column can be used to
determine which events occur only one time and which are recurring events or event series. Events (rows) that show a string of
text in the RecurrenceActivityId column are recurring events.
b. Remove any events (rows) that show a “1” in the isChild column. Events (rows) that show a “1” in the IsChild column indicate
that the event is the version that the attendee sees. Events with attendees must be prepared for migration by the syncing
organizer (the organizers’ version is somewhere in the spreadsheet, too).
c. Remove any events (rows) that show a “1” in the IsDeleted column. Events (rows) that show a “1” in the IsDeleted column were
deleted by reps, so reps don’t want to preserve them.
d. We recommend removing any events (rows) that occurred before today’s date. Usually, doing so significantly reduces the number
of events you ask your reps to re-create. The ActivityDate column shows the date the event was scheduled.

Note: If reps’ Salesforce for Outlook sync filters are set to sync past events, past events that you remove from the spreadsheet
don’t sync if reps happen to edit them. But the possibility for past events to miss updates eventually closes. You can only
sync events up to 180 days in the past. It’s up to you to decide how important past events are and which course of action
is best for your sales reps. To check for event sync filters, review your Outlook configuration for a filter on the End field.

5. Identify which reps on the remaining events in the spreadsheet.

a. Sort the spreadsheet by the OwnerID column. Doing so groups all events created by the same user in descending numerical
order.
b. Copy the OwnerID from the first row, and open Salesforce. From Lightning Experience, paste the ID into global search. See Search
for Records in Lightning Experience.
c. Lightning Experience returns the user profile of the user who created that record. Remember that only Salesforce users who are
syncing events with Salesforce must re-create their recurring events. You can cross-check users between the spreadsheet and
your Salesforce for Outlook configurations.
d. Return to the spreadsheet and add a column where you can paste that user’s name or email address, so you can follow up with
the user.
e. Add that users’ name for all other events in the spreadsheet that include that ID in the Owner ID column. Use the Find feature
in your spreadsheet to locate all instances of that ID.
f. Find the next unique OwnerID, and repeat the preceding steps b. through e. to locate and associate the users’ contact info with
the recurring events the user owns in the spreadsheet.

6. When you identify all recurring event owners, instruct those reps to re-create those recurring events.
• Provide each rep with the spreadsheet details that pertain to their recurring events.
• Provide instructions for how to identify their recurring events and re-create them as event series. See the section for users syncing
Salesforce to Outlook only in Manage Your Repeating Events for Migration.
• To avoid extended sync downtime, set a reasonable deadline for reps to complete your request.

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Sales Productivity Salesforce for Outlook (Retiring)

• Have reps confirm when they finished re-creating events. Verify their status by exporting Salesforce events again, and use the
criteria in step 4 to reduce the list the same way you had previously.
• Remind reps not to create recurring events from Salesforce Classic any longer, because those events can never sync.

7. When reps are done recreating events (and your other migration preparation is complete), you can deactivate Salesforce for Outlook
event sync.
8. Confirm with reps that Salesforce for Outlook is deactivated, so their events aren’t syncing to Outlook. Have reps complete the
remaining steps to prepare the rest of their events for migration. See Prepare Your Default Outlook Calendar for Migration and Get
Ready to Sync Events Using Einstein Activity Capture.
9. When reps are done preparing the rest of their events, you can activate Einstein Activity Capture event sync. In addition to setting
up your other features, we recommend selecting these settings on reps’ Einstein Activity Capture configurations.
a. On the General Sync Settings tab, select the same event sync direction that you were using with Salesforce for Outlook. Switching
your event sync direction during migration can introduce more issues with repeating events.
b. On the Advanced Sync Settings tab, select Sync event series.
c. On the Advanced Sync Settings tab, select Relate synced events to Salesforce records. This setting isn’t required, but it
automatically relates events to reps’ matching contacts or leads. Doing so can help reps when they’re manually cleaning up
duplicates later.

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Sales Productivity Salesforce for Outlook (Retiring)

Learn About Preparing Default Outlook Calendars for Migration

To avoid sync issues when you migrate your reps from Salesforce for Outlook, have reps follow
EDITIONS
these guidelines to prepare their default calendars. Salesforce for Outlook is scheduled for full
retirement in June 2024. These guidelines are the same for users syncing in any direction. Available in: Lightning
Important: When scheduling your rollout milestones, plan to activate Einstein Activity Experience
Capture configurations shortly after reps finish preparing their events for migration. Minimizing Available with Einstein
sync downtime reduces opportunities for your reps to introduce differences between their Activity Capture Standard,
Salesforce and Outlook calendars, which can cause confusion in the interim. which is available in Sales
Cloud in Starter,
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
Professional, Enterprise,
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Performance, and
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Unlimited Editions
See Move from Salesforce for Outlook to the Next-Generation Products.
Available with Sales Cloud
Why Do Reps Have to Prepare Their Default Calendars for Migration?
Einstein, which is available
Unlike Salesforce for Outlook, Einstein Activity Capture syncs with a reps’ default Outlook calendar in Performance and
only. Reps can’t manage their syncing events by selecting a certain calendar (or Outlook folder) for Unlimited Editions, and
sync. available for an extra cost in
Enterprise Edition
If reps have elected to sync events to alternative calendars using Salesforce for Outlook, when you
enable Einstein Activity Capture, the product can’t locate the alternative calendars and instead Available with Inbox in Sales
syncs any events it finds on the reps’ default calendar—which likely aren’t the events the rep Cloud, which is included in
intended to sync if they had organized their calendars otherwise. Starter, Performance and
Unlimited Editions and
Does This Consideration Impact Your Users?
available for an extra cost in
If reps have organized their calendars this way, reps are probably aware of it. In that case, it’s probably Professional and Enterprise
safe to just share guidelines with them before your rollout and give them time to prepare their Editions. Inbox is also
calendars. However, in case reps don’t know, they can check their Salesforce for Outlook Settings available for an extra cost in
before Salesforce for Outlook is retired in 2024 to see which calender they’re syncing. For help, see Service Cloud and Lightning
step 6 in Install and Set Up Salesforce for Outlook. Platform.
How Can Reps Navigate This Issue? Available with Sales
Before you begin your rollout, share instructions for completing preparatory steps with your testers Engagement in Sales Cloud,
which is included in
or users. See Prepare Your Default Outlook Calendar for Event Sync Migration.
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

632
Sales Productivity Salesforce for Outlook (Retiring)

Learn About More User Training for Migration

Before you move from Salesforce for Outlook to Einstein Activity Capture, review these training
EDITIONS
guidelines for Einstein Activity Capture users to follow. Salesforce for Outlook is scheduled for full
retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Train Reps on How to Prevent Certain Events from Syncing Cloud in Starter,
Professional, Enterprise,
Unlike Salesforce for Outlook, with Einstein Activity Capture, reps don’t use Outlook categories to Performance, and
mark their events for sync. Instead, you largely control what syncs using the admin-set Einstein Unlimited Editions
Activity Capture settings and filters. Putting admins in control of what syncs relieves reps of the
responsibility of doing so, keeping both Salesforce and Outlook events aligned and up to date. Available with Sales Cloud
Einstein, which is available
However, because you want to keep personal or irrelevant events out of Salesforce, reps have some in Performance and
control over what syncs. Reps could be aware of these details thanks to earlier steps completed to Unlimited Editions, and
prepare for migration, but it’s a good idea to remind reps during training as well. See Get Ready to available for an extra cost in
Sync Events Using Einstein Activity Capture. Enterprise Edition
Train Reps on Private Event Sync Available with Inbox in Sales
Unlike Salesforce for Outlook, Einstein Activity Capture has no user setting to enable or disable Cloud, which is included in
private event sync. However, you can decide whether reps’ private events sync by choosing the Starter, Performance and
private event sync setting in Einstein Activity Capture configurations. If you disable private event Unlimited Editions and
sync, events can prevent certain events from syncing by marking them as private. See Get Ready available for an extra cost in
to Sync Events Using Einstein Activity Capture. Professional and Enterprise
Editions. Inbox is also
Train Reps on Attendee Sync available for an extra cost in
Unlike Salesforce for Outlook, with Einstein Activity Capture, details about contacts, leads, and other Service Cloud and Lightning
Salesforce users invited to Salesforce events sync to Outlook. Platform.

Events sync for both the organizer and attendees according to the sync direction admins have set Available with Sales
for the organizer. For this reason, it’s best when admins set up event sync for whole teams, especially Engagement in Sales Cloud,
those teams that meet together often. Sometimes this behavior is unavoidable, but note that when which is included in
a nonsyncing organizer invites a syncing attendee, the attendee experiences some unexpected Performance and Unlimited
sync behavior. Sometimes, events don’t sync at all. To learn more, see How Event Attendees Sync Editions, and available for
with Einstein Activity Capture. Get familiar with the functionality and anything you must note for an extra cost in Professional
your testers and sale reps. and Enterprise Editions.
Sales Engagement is also
Also note that attendee responses to event invitations never sync from Salesforce to Exchange. To available for an extra cost in
avoid overwriting attendance statuses, train reps on where to respond to event invitations based Service Cloud and Lightning
on their set sync directions. Platform.
Tell Reps About Any Changes to Sync Direction Available with Revenue
We recommend that you avoid changing your event sync direction when you migrate. But if you Intelligence, which is
must do so, remember to communicate the change to your testers and sales reps so they know available for an extra cost in
from which calendars to update their events. Keep in mind that changing your sync direction during Enterprise and Unlimited
migration can impact your data in either or both applications. See the Choose an Event Sync Direction Editions
section in Learn about Administrator-Set Considerations for Migration.
Tell Reps About Any Changes to Field Mappings

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Sales Productivity Salesforce for Outlook (Retiring)

If you had to alter your field mappings because Einstein Activity Capture doesn’t sync to custom Salesforce fields, communicate this
change to your testers and sales reps. To make sure that important event data continues to sync between calendars, the change in
mappings likely requires a change to their typical work flows. See the Reconsider Mappings for Custom Fields section in Learn about
Administrator-Set Considerations for Migration.

Have Sales Reps Prepare Their Events for Sync Migration

To help reps prepare their events for migration from Salesforce for Outlook to Einstein Activity Capture, work with them on completing
these instructions. Salesforce for Outlook is scheduled for full retirement in June 2024.

1. Manage Your Repeating Events for Migration

To avoid sync issues with repeating events when you migrate to Einstein Activity Capture, connect with your Salesforce admin about
how you’re impacted. Then, follow the steps recommended for your sync direction. Salesforce for Outlook is scheduled for full
retirement in June 2024.
2. Prepare Your Default Outlook Calendar for Event Sync Migration
To avoid sync issues when you migrate from Salesforce for Outlook to Einstein Activity Capture, follow these guidelines to prepare
your default calendars. Salesforce for Outlook is scheduled for full retirement in June 2024.
3. Get Ready to Sync Events Using Einstein Activity Capture
You can choose which events sync from your Microsoft® Outlook® calendar to Salesforce using Einstein Activity Capture. Salesforce
for Outlook is scheduled for full retirement in June 2024.
Manage Your Repeating Events for Migration

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Sales Productivity Salesforce for Outlook (Retiring)

To avoid sync issues with repeating events when you migrate to Einstein Activity Capture, connect
EDITIONS
with your Salesforce admin about how you’re impacted. Then, follow the steps recommended for
your sync direction. Salesforce for Outlook is scheduled for full retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Why Do I Have to Manage My Repeating Events? Cloud in Starter,
Professional, Enterprise,
Repeating events are events you schedule one time but that occur multiple times. For example, Performance, and
your teams’ monthly sales meeting or your weekly 1:1 with your manager are likely scheduled as Unlimited Editions
repeating events. When your admin migrates you from Salesforce for Outlook to Einstein Activity
Capture, you experience issues with repeating events. Issues are different depending on your Available with Sales Cloud
assigned sync direction and which Salesforce user interface the repeating events were created in Einstein, which is available
in Performance and
(Salesforce Classic or Lightning Experience).
Unlimited Editions, and
Your admin must take initial setup steps to kick off either of these solutions, so make sure that you available for an extra cost in
connect with your admin before beginning these steps. Your admin tells you which guidelines to Enterprise Edition
follow, when you’re cleared to begin, and other instructions on what to expect.
Available with Inbox in Sales
Depending on how many repeating events are assigned to you, these processes can be tedious Cloud, which is included in
and take some time. But following these steps lets you preserve event relationships to other key Starter, Performance and
records and any details you saved in nonsyncing Salesforce event fields. Keep in mind that the Unlimited Editions and
Salesforce event fields Last Modified By and Created By are updated with the date and time that available for an extra cost in
you execute these steps. Professional and Enterprise
Remove Repeating Event Duplicates After Migration (for Users Assigned to Sync Outlook to Salesforce Editions. Inbox is also
available for an extra cost in
or Both Ways)
Service Cloud and Lightning
If you’re assigned to the sync directions Outlook to Salesforce or Both Ways, when you’re migrated, Platform.
you see duplicate repeating events on your Lightning Experience calendar. However, after migration,
follow these steps to identify and remove duplicates. Available with Sales
Engagement in Sales Cloud,
1. Wait until your admin instructs you to start addressing duplicates. Verify that the initial event which is included in
sync is complete by comparing your Outlook and Salesforce calendars and checking that you Performance and Unlimited
have duplicates of some of your repeating events. Editions, and available for
2. Open your Outlook calendar and two web browser windows. In the browser windows, open an extra cost in Professional
your calendar in Salesforce Classic in one and Lightning Experience in the other so that you can and Enterprise Editions.
Sales Engagement is also
view your calendar in both experiences simultaneously. For help with switching between
available for an extra cost in
Salesforce user interfaces, see Salesforce Classic Doesn’t Go Away When You Move Users to
Service Cloud and Lightning
Lightning Experience.
Platform.
3. From your Salesforce Classic calendar, find a set of duplicate repeating events. We recommend
you start from today’s date, but you can remove duplicates on past events, too. Available with Revenue
Intelligence, which is
4. Identify the original recurring event that was previously syncing with Salesforce. In Salesforce available for an extra cost in
Classic, original recurring events have a recurrence icon and hover text that says “Recurring Enterprise and Unlimited
Event.” Editions

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Sales Productivity Salesforce for Outlook (Retiring)

The duplicate event series have the same title, but no icon or hover text. Open the old recurring event.

5. From the Lightning Experience calendar, open the new event series. To make sure you choose the right version, click Edit. (If you
don’t see Edit, check the action menu dropdown arrow on the top right of the event page.) If the event edit page shows no message
near the Repeat field, you opened the event series, which is the version you want. If you see this message near the Repeat field, close
the event and open the other one: This event series was created in Salesforce Classic. To update this event, switch to Salesforce
Classic or re-create the series in Lightning Experience.

6. With both versions of the event open, compare related records and field data. From the Lightning Experience calendar, make any
necessary updates to the new event series. Relate any preferred records that aren’t related to the event series. See Find Your Way
Around Related Lists in Lightning Experience. Add any field data that you want to retain that didn’t sync to the new series (likely
because data was saved in a nonsyncing field). If your updates belong in all occurrences of that series, follow prompts to update the
whole series, which results in fewer events for you to clean up manually. Whew!
7. Return to your Salesforce Classic calendar and delete the original recurring event. If you’re certain that you checked all occurrences
of the series (or you’re prepared to let some exceptions go), delete all occurrences in one action. To delete all occurrences in one
action, click the View Series tab on the Salesforce Classic event, and then click Delete.
If you prefer to save past occurrences of the event for data retention purposes, you can set the Recurrence End field to Today.
Duplicates remain for past occurrences, but future duplicates are removed.

8. Repeat the previous steps for all remaining duplicates that you want to remove.
9. If your admin reported that you’re set up to sync both ways, create any Salesforce repeating events from Lightning Experience from
now on. If you’re set up to sync from Outlook to Salesforce only, continue creating your events from your Outlook calendar. In both
cases, after your admin rolls out Einstein Activity Capture, your repeating events start to sync again.
Prepare Repeating Events Before Migration (for Users Assigned to Sync Salesforce to Outlook Only)
If you’re assigned to the Salesforce to Outlook sync direction, when you migrate to Einstein Activity Capture, repeating events created
in Salesforce Classic stop syncing with Outlook. To avoid this issue, you can re-create your repeating events from Lightning Experience
before your admin rolls out Einstein Activity Capture. Then, to avoid having duplicates on your calendar, delete the original repeating
events that are no longer syncing.

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Sales Productivity Salesforce for Outlook (Retiring)

Keep in mind that your new event series doesn’t sync to Outlook until your admin finishes rolling out Einstein Activity Capture. Try to
stick to your admin’s deadlines to minimize sync downtime.
1. Identify which repeating events you must re-create. Open the list your admin provided of all the repeating events assigned to you
that were originally created in Salesforce Classic.
2. From Lightning Experience, locate your recurring events. To do so, copy the title of the first event from your list. Next, from Lightning
Experience, paste the subject you copied from your list into global search. See Search for Records in Lightning Experience.

Note: The list from your admin shows multiple instances of the same event title. It’s because the spreadsheet records each
occurrence of your repeating event. You don’t necessarily have to re-create every occurrence, but you want to check some.
Consider the following:
• If you routinely edit or relate other Salesforce records to individual occurrences rather than updating all instances of the
recurring event, we recommend that you review all occurrences. Otherwise, changes you made to individual occurrences
aren’t included when you re-create the series. Most important are related records added to the Related To or Name fields,
and details saved in nonsyncing fields, because that data hasn’t synced to Outlook. In the spreadsheet, recurring events
that represent the whole series show a “1” in the IsRecurrance column, and individual occurrences show a “0”.
• If you have recurring events with no end date, you have many individual occurrences! In that case, we recommend review
only individual instances within a reasonable window of time. For example, you have updated some of those events in
the coming months, perhaps the next year. But you likely haven’t touched those events scheduled for years or decades
in the future.
Or, if you feel comfortable letting some event details go in the interest of working through the spreadsheet more quickly, go
for it!

3. To verify that the repeating event was created in Salesforce Classic, open one of the occurrences, and then click Edit. (If you don’t
see Edit, check the action menu dropdown arrow on the top right of the event page.) If the event was created in Salesforce Classic,
the event shows this message near the Repeat field: This event series was created in Salesforce Classic. To update this event, switch
to Salesforce Classic or re-create the series in Lightning Experience.

4. If you see that message, proceed to the next step. If you don’t see the message, Einstein Activity Capture can sync this event. Return
to step 2 and locate the next repeating event on your list with an original title.
5. For every repeating event that includes the Salesforce Classic message on the edit screen, re-create the event in Lightning Experience.
Open a second web browser window. Then view details from the original repeating event in one window, and create the event
series in the second window.
6. Check for any Salesforce records that were related to the original repeating event. See Find Your Way Around Related Lists in Lightning
Experience.
7. If any records related to the original event exist, add them to the Related To or Name fields on the new repeating event.

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Sales Productivity Salesforce for Outlook (Retiring)

8. To avoid retaining a duplicate, nonsyncing event when your admin rolls out Einstein Activity Capture, delete the original repeating
event from Salesforce Classic. If you feel skittish about deleting your event before confirming that migration was successful, you
have these options.
• From Salesforce Classic, on the original event, set the Recurrence End field to Today. That way, you still have duplicate events in
the past, but starting tomorrow, your calendar doesn’t include duplicates. Make note of the date, and the old recurring event is
available if you need it later.
• Wait until your admin confirms that the Einstein Activity Capture rollout is complete. Then, return to the spreadsheet, locate
your events, and delete duplicates. The preceding Remove Repeating Event Duplicates After Migration section steps you through
that process.

9. When you’re finished re-creating all your repeating events, let your admin know that you’re ready for them to deactivate your
Salesforce for Outlook event sync. From now on, create any repeating events from Lightning Experience. Remember that your
Outlook events aren’t receiving updates from Salesforce until your admin completes the migration process.
10. After your admin confirms that Salesforce for Outlook is deactivated, make sure that you complete the remaining steps to prepare
your nonrepeating events for migration. See Prepare Your Default Outlook Calendar for Migration and Get Ready to Sync Events
Using Einstein Activity Capture.
11. When you’re finished preparing all events, tell your admin that your events are ready for Einstein Activity Capture rollout.
Prepare Your Default Outlook Calendar for Event Sync Migration

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Sales Productivity Salesforce for Outlook (Retiring)

To avoid sync issues when you migrate from Salesforce for Outlook to Einstein Activity Capture,
EDITIONS
follow these guidelines to prepare your default calendars. Salesforce for Outlook is scheduled for
full retirement in June 2024. Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with Einstein
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Activity Capture Standard,
See Move from Salesforce for Outlook to the Next-Generation Products. which is available in Sales
Why Do I Have to Prepare My Default Calendar for Migration? Cloud in Starter,
Professional, Enterprise,
Unlike Salesforce for Outlook, Einstein Activity Capture syncs with your default Outlook calendar Performance, and
only. You can’t manage your syncing events by selecting a certain calendar (or Outlook folder) for Unlimited Editions
sync.
Available with Sales Cloud
If you have elected to sync events to alternative calendars using Salesforce for Outlook, when your Einstein, which is available
admin enables Einstein Activity Capture, the product can’t locate the alternative calendars and in Performance and
instead syncs any events it finds on your default calendar—which likely aren’t the events you Unlimited Editions, and
intended to sync. available for an extra cost in
Does This Consideration Impact You? Enterprise Edition

If you don’t know, you can check your Salesforce for Outlook Settings before Salesforce for Outlook Available with Inbox in Sales
is retired in June 2024 to see which calender you’re syncing. For help, see step 6 in Install and Set Cloud, which is included in
Up Salesforce for Outlook. Starter, Performance and
Unlimited Editions and
How Can I Prepare My Calendars Before Rollout?
available for an extra cost in
If you want to continue managing separate calendars, move all events that you want to sync onto Professional and Enterprise
your default calendar. Any events that you don’t want to sync can be added to alternative calendars Editions. Inbox is also
as instructed in Get Ready to Sync Events Using Einstein Activity Capture. available for an extra cost in
Service Cloud and Lightning
Complete these steps in a timely fashion, when your Salesforce admin asks you to. It’s important
Platform.
that these steps are completed before your admin rolls out Einstein Activity Capture for you.
Available with Sales
Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

Get Ready to Sync Events Using Einstein Activity Capture

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Sales Productivity Salesforce for Outlook (Retiring)

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

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Sales Productivity Salesforce for Outlook (Retiring)

You can choose which events sync from your Microsoft® Outlook® calendar to Salesforce using
USER PERMISSIONS
Einstein Activity Capture. Salesforce for Outlook is scheduled for full retirement in June 2024.
To sync events both ways:
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
• Read and Edit on events
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. AND
See Move from Salesforce for Outlook to the Next-Generation Products. Event sync direction set
to Sync both ways in an
If your administrator has set up Einstein Activity Capture, your events sync automatically between active Einstein Activity
Outlook and Salesforce. Events sync when you create or update them. If you’ve got many events, Capture sync
your first sync could take some time. configuration
Admins decide in what direction your events sync: Exchange to Salesforce, Salesforce to Exchange, To sync events from Outlook
or both directions. Ask your admin in which direction you’re set up to sync, so you know where to to Salesforce:
update your events. • Create on events
Admins can select more settings to define your sync experience. Ask your administrator about how AND
you’re set up to sync in these cases: Event sync direction set
to Exchange to
• Are you syncing private events? Salesforce in an active
• Are events that you delete in one calendar automatically removed from the other? Einstein Activity Capture
• Are your events automatically related to relevant Salesforce contacts, or one relevant lead? sync configuration*

• Are you syncing event series (repeating events created in Lightning Experience or the Salesforce *If admins enable the
Relate synced events to
mobile app)?
Salesforce records
Prevent Personal Events from Syncing option in a user’s sync
configuration, users
You can prevent events from syncing with Salesforce in different ways. should also have Read
• Create a separate calendar in your calendar application to keep track of your personal events. on contacts and leads to
Einstein Activity Capture syncs only your default Outlook calendar to Salesforce. take advantage of that
feature.
• Exclude events from syncing based on the organizer’s or sender’s email address. See Exclude
Emails and Events from Being Added to Salesforce. The excluded addresses list also prevents
emails and events from being captured and added to the activity timeline of related records.
• Ask your admin if your sync configuration is set to sync private events. If you’re not syncing private events, you can assign events
with the Private option from your calendar application, and those events don’t sync with Salesforce.
For example, you can mark an event as private from Microsoft Outlook® like this.

Respond to Event Invitations from Outlook

641
Sales Productivity Salesforce for Outlook (Retiring)

Your responses to event invitations don’t sync from Salesforce to Outlook. To avoid overwriting your attendance status, learn where is
best to accept and decline event invitations based on your sync direction.

Test Your Next-Generation Product Rollout

When you’ve followed all the pre-rollout steps, you’re ready to test your Outlook Integration and Einstein Activity Capture rollouts. Follow
these steps to get started. And remember, we encourage you to run your tests in sandbox, or with a small group of test users. Salesforce
for Outlook is scheduled for full retirement in June 2024.

1. Disable Salesforce for Outlook for Your Testers

If you’re starting your rollout before the June 2024 retirement of Salesforce for Outlook, avoid product conflicts by deactivating
Salesforce for Outlook configurations for your testers or users. Or, if the June 2024 retirement has passed, you can simply uninstall
Salesforce for Outlook for your testers or users.
2. Roll Out the Outlook Integration to Your Testers or Users
Follow these steps to roll out the Outlook Integration to your testers or users. Salesforce for Outlook is scheduled for full retirement
in June 2024.
3. Roll Out Einstein Activity Capture to Your Testers or Users
Follow these steps to roll out Einstein Activity Capture to your testers or users.

Disable Salesforce for Outlook for Your Testers

If you’re starting your rollout before the June 2024 retirement of Salesforce for Outlook, avoid product conflicts by deactivating Salesforce
for Outlook configurations for your testers or users. Or, if the June 2024 retirement has passed, you can simply uninstall Salesforce for
Outlook for your testers or users.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
If the 2024 retirement has passed, you can simply uninstall Salesforce for Outlook for your testers or users. Otherwise, you must make
sure you disable configurations before you start your rollout or testing.
Deactivate Salesforce for Outlook Configurations
Before you deactivate, communicate the deactivation timeline to your testers or users. Tell them that during the actual move, their items
don’t sync, and that the Side Panel in Outlook isn't accessible.
Follow these steps to disable the Salesforce for Outlook side panel and sync functionality.
1. Click the Setup icon, and select Setup.
2. Enter Outlook Configurations in the Quick Find box, and then select Outlook Configurations.
3. Click Edit next to an Outlook configuration.

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Sales Productivity Salesforce for Outlook (Retiring)

4. Scroll to Data Settings, and then deselect Side Panel and Add Email.

5. For contacts, events, and tasks, set the sync direction to Don’t sync.

6. Click Save.

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Sales Productivity Salesforce for Outlook (Retiring)

Roll Out the Outlook Integration to Your Testers or Users

Follow these steps to roll out the Outlook Integration to your testers or users. Salesforce for Outlook
EDITIONS
is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Outlook integration is
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, available in Salesforce
Classic and Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Experience in: Essentials,
See Move from Salesforce for Outlook to the Next-Generation Products.
Group, Professional,
1. Set Up the Integration with Outlook. Enterprise, Performance,
2. Enable Event Type Selections to Log Events from Outlook or Gmail. Unlimited, and Developer
Editions
3. Customize the Email Integration Pane for Outlook and Gmail.
4. Extend the Outlook and Gmail Integrations with Inbox.

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Sales Productivity Salesforce for Outlook (Retiring)

Roll Out Einstein Activity Capture to Your Testers or Users

Follow these steps to roll out Einstein Activity Capture to your testers or users.
EDITIONS
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience
See Move from Salesforce for Outlook to the Next-Generation Products. Available with Einstein
1. Before beginning your rollout, make sure you and your uses have prepared their events for Activity Capture Standard,
sync. See Have Sales Reps Prepare Their Events for Sync Migration on page 634. which is available in Sales
Cloud in Starter,
2. Next Set Up Einstein Activity Capture. Professional, Enterprise,
3. Next, make sure reps prepare complete some steps to finalize setup. See Use Einstein Activity Performance, and
Capture. Unlimited Editions

Available with Sales Cloud

Roll Out the Next-Generation Products in Production Einstein, which is available
in Performance and
When you finish testing, get feedback from your testers and revise your rollout plan. If you must, Unlimited Editions, and
repeat testing multiple times, updating your plan each time to work out all of the snags. Then, available for an extra cost in
when you’re ready, follow the remaining steps below. When you’re done, return to your rollout Enterprise Edition
plan, and repeat the rollout again--this time in production.
Available with Inbox in Sales
Cloud, which is included in
1. Disable Einstein Activity Capture Configurations in Sandbox Starter, Performance and
If you tested using a sandbox, it’s important that you keep test data out of your Salesforce Unlimited Editions and
production org. To do so, deactivate Einstein Activity Capture configurations as soon as your available for an extra cost in
testing is complete. Professional and Enterprise
Editions. Inbox is also
2. Uninstall Salesforce for Outlook After Migration
available for an extra cost in
Even if the 2024 retirement has passed, to avoid leaving unusable applications on your sales Service Cloud and Lightning
reps’ computers, uninstall Salesforce for Outlook. Platform.

Available with Sales

Disable Einstein Activity Capture Configurations in Sandbox Engagement in Sales Cloud,
If you tested using a sandbox, it’s important that you keep test data out of your Salesforce production which is included in
org. To do so, deactivate Einstein Activity Capture configurations as soon as your testing is complete. Performance and Unlimited
Editions, and available for
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. an extra cost in Professional
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, and Enterprise Editions.
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Sales Engagement is also
See Move from Salesforce for Outlook to the Next-Generation Products. available for an extra cost in
Service Cloud and Lightning
To learn more, see the Multiple Orgs section in Considerations for Setting Up Einstein Activity
Platform.
Capture and How Salesforce Manages Sync and Capture Conflicts between products.
Available with Revenue
Intelligence, which is
Uninstall Salesforce for Outlook After Migration available for an extra cost in
Even if the 2024 retirement has passed, to avoid leaving unusable applications on your sales reps’ Enterprise and Unlimited
computers, uninstall Salesforce for Outlook. Editions

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,

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Sales Productivity Salesforce for Outlook (Retiring)

check out our next-generation products: the Outlook integration and Einstein Activity Capture. See Move from Salesforce for
Outlook to the Next-Generation Products.
Coordinate with your IT pro to uninstall Salesforce for Outlook from your reps’ computers. Or if your reps have administrative permissions
for their computers, point your reps to the procedure for uninstalling Salesforce for Outlook.

Reference Considerations for Moving from Salesforce for Outlook to the Next-Generation Products
Before you move from Salesforce for Outlook to the Outlook integration and Einstein Activity Capture, get up to speed on these product
differences. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

Learn about the Support Differences Between Salesforce for Outlook and the Next-Generation Products
To prepare for your move from Salesforce for Outlook, review the Outlook integration and Einstein Activity Capture systems
requirements and supported Salesforce licenses and editions. Salesforce for Outlook is scheduled for full retirement in June 2024.
Learn about the Feature Differences Between Salesforce for Outlook and the Next-Generation Products
To help you decide whether the Outlook integration and Einstein Activity Capture are right for you, review how each compares to
Salesforce for Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
While you can enable both the Outlook integration and the Salesforce for Outlook Side Panel in the same organization, users can’t
run both Microsoft® integration features at the same time. Salesforce for Outlook is scheduled for full retirement in June 2024.
How Salesforce Manages Sync Conflicts Between Products
Learn how Salesforce manages conflicts when users are assigned to configurations for multiple products such as Einstein Activity
Capture, Lightning Sync, and Salesforce for Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.

SEE ALSO:
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
How Salesforce Manages Sync Conflicts Between Products

Learn about the Support Differences Between Salesforce for Outlook and the Next-Generation Products
To prepare for your move from Salesforce for Outlook, review the Outlook integration and Einstein Activity Capture systems requirements
and supported Salesforce licenses and editions. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
You can use our handy decision-making tool, Design Your Perfect Salesforce Email Integration to help you decide which product is best
for you.

Product Detail Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
Supported Microsoft applications See Salesforce for Outlook System Our next-generation products aren’t
Requirements. compatible with Microsoft Outlook 2010 or

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Sales Productivity Salesforce for Outlook (Retiring)

Product Detail Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
Microsoft Exchange 2010. Microsoft has
announced a pending end of support for
those applications. To continue integrating
Microsoft with Salesforce, move to versions
of Outlook and Exchange that both
Microsoft and Salesforce support. See:
• Outlook Integration System
Requirements
• Einstein Activity Capture System
Requirements

Supported Salesforce user interfaces • Lightning Experience Both products are supported in Lightning
Experience.
• Salesforce Classic
Outlook Integration is also supported in
Supports syncing contacts, events, and tasks
Salesforce Classic.
that are created or edited in the Salesforce
mobile app. Einstein Activity Capture also supports
syncing and capturing contacts and events
that are created or edited in the Salesforce
mobile app.

Supported editions • Personal Both products are supported in:

• Contact Manager • Essentials

• Professional • Professional
• Enterprise • Enterprise
• Performance • Performance
• Unlimited • Unlimited
• Developer Outlook Integration is also supported in
Group and Developer editions.

Supported user licenses Requires the standard Salesforce license Outlook Integration requires the standard
with the purchase of Sales Cloud or Salesforce license with the purchase of Sales
Government Cloud. Cloud, Service Cloud, or Lightning Platform.
Einstein Activity Capture supports up to 100
users on the standard Salesforce license with
Sales Cloud purchase. To set up more than
100 users for Einstein Activity Capture, a paid
upgrade to Sales Cloud Einstein, Inbox, or
Sales Engagement is required. See What Is
Einstein Activity Capture Standard?
If you can’t upgrade, you can move to
Outlook integration only or to a third-party
app on AppExchange for now. For
customers who subscribed to Salesforce

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Sales Productivity Salesforce for Outlook (Retiring)

Product Detail Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
before Winter ’21, Lightning Sync is also an
option.

Data storage Data is stored on Microsoft servers and The Outlook integration stores data on
Salesforce servers only. Microsoft servers and Salesforce servers only.
If customers upgrade to Inbox, and some
data is stored using a public cloud provider.
See Salesforce Email Integration Security
Guide.
With Einstein Activity Capture, data is stored
on Microsoft servers, Salesforce servers, and
some data is stored using a public cloud
provider. See Einstein Activity Capture
Security Guide.

Salesforce access to your email server Salesforce for Outlook in an installed Outlook Integration is a Microsoft Office
desktop application that requests user-level add-in available from the Microsoft Store
authentication access to Outlook accounts. that requests user-level authentication
access to Outlook accounts. See Salesforce
Email Integration Security Guide.
Einstein Activity Capture offers user-level
authentication and an IT admin-configured
connection option that lets your admin
scope access to your email server
user-by-user. See Connect Salesforce to
Exchange or Google and Einstein Activity
Capture Security Guide.

Support for hybrid server deployments Available Available for Outlook Integration and
(deployments with users on both Exchange Einstein Activity Capture capture
Online and on-premises Exchange servers) functionality. Not available for sync. See
What Does Einstein Activity Capture Do?

SEE ALSO:
Design Your Perfect Salesforce Email Integration

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Sales Productivity Salesforce for Outlook (Retiring)

Learn about the Feature Differences Between Salesforce for Outlook and the Next-Generation Products
To help you decide whether the Outlook integration and Einstein Activity Capture are right for you,
EDITIONS
review how each compares to Salesforce for Outlook. Salesforce for Outlook is scheduled for full
retirement in June 2024. Outlook integration is
Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. available in Salesforce
Classic and Lightning
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition
Experience in: Essentials,
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Group, Professional,
Microsoft® or Google applications and Salesforce.
Enterprise, Performance,
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Unlimited, and Developer
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Editions
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Einstein Activity Capture is
See Move from Salesforce for Outlook to the Next-Generation Products. available in Lightning
Experience and all versions
Feature Salesforce for Outlook Outlook Integration + of the Salesforce mobile app
Einstein Activity Capture in Essentials, Professional,
Enterprise, Performance,
Get the latest product updates Not available Available for both products. and Unlimited Editions
from Salesforce automatically. IT professionals or sales reps Sales reps and admins Salesforce for Outlook is
have to manually upgrade to automatically get the latest available in Salesforce
new versions of Salesforce for product updates with each Classic and Lightning
Outlook when they’re available. Salesforce release. Experience in: Personal,
Although manual upgrades are Contact Manager,
Professional, Enterprise,
sometimes required for Outlook
Performance, Unlimited,
integration, they’re infrequent
and Developer Editions
and nontechnical—either sales
reps or Exchange admins can
manage upgrades.

Customize the Salesforce side Available with limitations Available for the Outlook
panel experience in Outlook. Admins can overwrite side integration.
panel customizations made by Admins can customize several
users. To learn about the features available to reps.
settings users can edit, see • Customize the kinds of
Manage Your Salesforce for records reps can create
Outlook Configuration. We from Outlook.
address sync-related user
• Admins who have enabled
settings in the next row.
Lightning Experience can
build customized Outlook
integration panes for
different groups of users.
Admins can add Lightning
components to the pane,
including components
available from
AppExchange.

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Sales Productivity Salesforce for Outlook (Retiring)

Feature Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
Admins can opt to hide or override some of Available with limitations Available for Einstein Activity Capture.
users’ preferred sync settings. With Salesforce for Outlook, you can give With Einstein Activity Capture, only admins
users access to a version of their Outlook can decide which objects sync and in which
configurations that lets them adjust some direction. Users don’t have the options to
sync settings. To learn about the settings adjust their sync settings, but they have a
users can access, see Manage Your few options for preventing specific contacts
Salesforce for Outlook Configuration and and events from syncing. See Get Ready to
Manage How Microsoft® Outlook® Items Sync Events Using Einstein Activity Capture.
Sync with Salesforce. Admins can choose
to override all configuration changes made
by users, or override a few specific ones.
• Set users’ default sync setting to Sync
All Outlook Items, so that
users manually select only contacts,
events, or tasks that they don’t want to
sync. When admins set this default,
users can still change to the Sync
Only the Outlook Items I
Select setting later, which lets users
manually select the items they do want
to sync.
• Prevent users from switching their sync
setting between Sync All
Outlook Items and Sync Only
the Outlook Items I
Select.

Add Outlook emails or events to Salesforce Available with limitations Available for both products with limitations.
records from the side panel. Reps can manually add Outlook emails and With the Outlook integration, reps can
their attachments to Salesforce records, but manually add Outlook emails and their
emails are added to Salesforce as tasks, not attachments to Salesforce records. This
emails. feature is called logging. If Enhanced Email
Reps can also add Outlook events, repeating is enabled, Outlook emails are logged as
events, and their attachments to Salesforce Salesforce emails and as tasks. When
records. Repeating events are added to disabled, Outlook emails are logged as
Salesforce as recurring events (which can Salesforce tasks only. With Enhanced Email,
be viewed from Lightning Experience and reps can also add Outlook emails to multiple
the Salesforce app, but edited in Salesforce Salesforce contacts, leads, or person
Classic only). accounts, or to one other nonperson record,
such as an opportunity or case.
When subsequent activity occurs for
manually added emails and events in Reps can also manually log non-repeating
Outlook, corresponding updates aren’t events and their attachments to one
made in Salesforce. Instead, reps must add Salesforce person record and one
nonperson record. When subsequent

650
Sales Productivity Salesforce for Outlook (Retiring)

Feature Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
subsequent emails from that thread or the activity occurs for manually added events
updated event to Salesforce again. in Outlook, corresponding updates aren’t
If you turned on shared activities on page made in Salesforce.
1030, reps can manually add Outlook emails With Einstein Activity Capture, email and
to multiple Salesforce records. Although this event capture automatically displays
feature offers logging flexibility, it adds Outlook emails and events on the activity
multiple versions of the same email in timeline of related Salesforce records. When
Salesforce, which can impact reporting. subsequent activity occurs, the new activity
Shared activities also let reps manually add is automatically displayed on the activity
Outlook events to multiple contacts and to timeline. However, captured emails and
one other nonperson record, such as an events don’t generate new records in
opportunity or a case. Salesforce.

Add emails and events to Salesforce from Not available Available for the Outlook integration with
shared folders in Outlook. limitations.
If reps are delegated access to another
teammate’s email inbox or calendar, or a
group has shared access to an email
account, reps can log emails and events to
Salesforce from those shared Outlook
sources. See Considerations for Outlook
Shared Folders in Outlook Integration.

Draft Outlook emails using Salesforce email Not available Available for the Outlook integration.
templates.

See customers’ email privacy settings Not available Available for the Outlook integration.
directly from Outlook. Without leaving Outlook, reps can see a
contact or lead’s email privacy preferences
from Lightning Experience.

Track whether events are calls, meetings, or Not available Available for the Outlook integration.
other event types when adding an Outlook To improve your business reporting and
event to Salesforce. sales processes, reps can classify Salesforce
event types directly from Outlook.

Sync contacts and events. Available Available for Einstein Activity Capture.

Select contact sync directions. Available Available for Einstein Activity Capture with
• Salesforce to Outlook limitations.

• Both Ways • Outlook to Salesforce

• Salesforce to Outlook
• Both Ways
Contact capture (which is used for email
insights and recommended connections)

651
Sales Productivity Salesforce for Outlook (Retiring)

Feature Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
isn’t available when the Salesforce to
Outlook sync direction is selected.

Select event sync directions. Available Available for Einstein Activity Capture with
• Outlook to Salesforce limitations.

• Salesforce to Outlook • Outlook to Salesforce

• Both Ways • Salesforce to Outlook
• Both Ways
Event capture isn’t available when the
Salesforce to Outlook sync direction is
selected.

Let reps choose which contacts and events Available Available with limitations; both products
sync. Reps select which items sync using required.
Microsoft Outlook categories. With Einstein Activity Capture sync, reps
select the contacts that sync by moving
them to a specific folder in Outlook. Reps
can prevent events from syncing by creating
a secondary Outlook calendar and moving
events to it. (Only the default Outlook
calendar syncs with Salesforce). Or if the
private event sync option is disabled, reps
can mark events as private.
Or, with the Outlook integration, for
behavior similar to manual event sync, reps
can manually add Outlook events and their
attachments to Salesforce records. This
feature is called logging. However, unlike
event sync, when subsequent activity occurs
for manually added events, corresponding
updates aren’t made in Salesforce.

Sync repeating events. Available with limitations Available for Einstein Activity Capture with
Supports syncing recurring events only limitations.
(repeating events created or edited in Supports syncing event series sync only
Salesforce Classic). (repeating events created or edited in
Lightning Experience or the Salesforce
mobile app).

Work with tasks. Available Available for the Outlook integration with
Reps can sync tasks or relate Outlook tasks limitations.
to Salesforce records from the side panel. Reps can see their Salesforce task list and
create, edit, or mark Salesforce tasks as
complete, all from the side panel. However,

652
Sales Productivity Salesforce for Outlook (Retiring)

Feature Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
task sync isn’t available, and reps can’t relate
Outlook tasks to Salesforce records from the
side panel.

Set contact sync filters. Available Available for Einstein Activity Capture with
Admins can filter contact sync by: limitations.

• Object and field Admins can filter contact sync by:

• Contact owner • Field

• Contacts related to opportunities • Contact owner
• Contacts related to accounts • Sync contacts users follow in Chatter
• Sync contacts users follow in Chatter

Set event sync filters. Available Available for Einstein Activity Capture.
Admins can filter event sync by event end Admins can filter event sync by:
date. • End date
• Not including private events
• Not including event series (repeating
events created in Lightning Experience,
the Salesforce mobile app, or Outlook).

Sync custom fields. Available Not available.

Customize how standard fields are mapped. Available Available for Einstein Activity Capture.

Remove deleted contacts from the other Available Not available.

application automatically. Deleted contacts can impact your sales data.
We recommend that reps update the
Contact Status field to indicate when a
contact has left a company, is deceased, and
so forth, rather than deleting the contact.

Sync event attendees. Not available Available for Einstein Activity Capture.

When events syncs from Outlook to Outlook event attachments sync to Not available.
Salesforce, sync any event attachments into Salesforce.
Salesforce as well.

See email engagement feedback and access Not available Available for an extra cost when customers
meeting scheduling features. upgrade from the Outlook integration to
Inbox. When they do, customers get these
advanced features and more from the same
add-in. See Outlook and Gmail Integration
and Inbox Features.

653
Sales Productivity Salesforce for Outlook (Retiring)

Feature Salesforce for Outlook Outlook Integration +

Einstein Activity Capture
Access Einstein Email Insights. Not available Available for Einstein Activity Capture.
Reps get critical sales context on relevant
emails. Standard insights show up when,
for example, a competitor is mentioned,
pricing is discussed, or a meeting is
requested. Paid Einstein Activity Capture
users can create custom insights. See What
Is Einstein Activity Capture Standard?

Access Activity Metrics. Not available Available with the paid version of Einstein
Only standard Sales Cloud reporting tools Activity Capture.
are available. Reps see a summary of sales activity from
list views, page layouts, and reports. Admins
can also use Activity Metrics fields to
automate processes using Process Builder
and triggers. See What Is Einstein Activity
Capture Standard?

SEE ALSO:
Design Your Perfect Salesforce Email Integration

654
Sales Productivity Salesforce for Outlook (Retiring)

Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously
While you can enable both the Outlook integration and the Salesforce for Outlook Side Panel in
EDITIONS
the same organization, users can’t run both Microsoft® integration features at the same time.
Salesforce for Outlook is scheduled for full retirement in June 2024. Outlook integration is
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Salesforce
Classic and Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
Experience in: Essentials,
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
Group, Professional,
See Move from Salesforce for Outlook to the Next-Generation Products.
Enterprise, Performance,
To prevent your users from juggling multiple email integration features, Salesforce automatically Unlimited, and Developer
disconnects the Salesforce for Outlook side panel when users connect using Outlook integration. editions.
Folks who use Outlook integration can still download, install, and sync with Salesforce for Outlook, Salesforce for Outlook is
but only the Outlook integration panel can run in Outlook. available in Salesforce
Classic (not available in all
SEE ALSO: orgs).
Explore Email and Calendar Integration Products Salesforce for Outlook is
available in Lightning
How Salesforce Manages Sync Conflicts Between Products
Experience (if Salesforce
Classic is available in your
org).
Salesforce for Outlook is
available in Personal,
Contact Manager,
Professional, Enterprise,
Performance, Unlimited,
and Developer editions.

655
Sales Productivity Salesforce for Outlook (Retiring)

How Salesforce Manages Sync Conflicts Between Products

Learn how Salesforce manages conflicts when users are assigned to configurations for multiple
EDITIONS
products such as Einstein Activity Capture, Lightning Sync, and Salesforce for Outlook. Salesforce
for Outlook is scheduled for full retirement in June 2024.
Einstein Activity Capture is
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Experience and all versions
check out our next-generation products: the Outlook integration and Einstein Activity Capture. of the Salesforce mobile app
See Move from Salesforce for Outlook to the Next-Generation Products. in Essentials, Professional,
Enterprise, Performance,
and Unlimited Editions
Conflicts Between Einstein Activity Capture and Lightning Sync
Lightning Sync is available in
You can’t enable both of these products simultaneously in the same Salesforce org. Salesforce Classic (not
available in all orgs),
Sync Conflicts Between Salesforce for Outlook and Either Einstein Activity Capture or Lightning Experience, and all
versions of the Salesforce
Lightning Sync
mobile app in Professional,
We recommend deactivating Salesforce for Outlook configurations before activating Einstein Activity Enterprise, Performance,
Capture or Lightning Sync configurations that include the same users to sync. Though Salesforce Unlimited, and Developer
manages some configuration conflicts between products, this best practice prevents you from Editions
creating complicated sync configurations that can become difficult to manage later. Salesforce for Outlook is
available in Salesforce
Note: You can add the same users to Salesforce for Outlook configurations and to Einstein
Classic (not available in all
Activity Capture configurations with settings enabled for capture only. Using these features
orgs) and Lightning
simultaneously doesn’t present conflicts for users.
Experience (if Salesforce
Salesforce gives sync preference to objects syncing with Einstein Activity Capture or Lightning Sync. Classic is available in your
However, because Salesforce gives preference by object, not by configuration type, either or both org) in Personal, Contact
features can sync your reps’ Microsoft® items. Manager, Professional,
Enterprise, Performance,
For example, let’s say that a user is assigned to sync contacts, events, and tasks in a Salesforce for
Unlimited, and Developer
Outlook configuration and to sync contacts and events in an Einstein Activity Capture configuration.
Editions
The users’ tasks sync with Salesforce for Outlook, and the users’ contacts and events sync with
Einstein Activity Capture.
If you don’t deactivate Salesforce for Outlook configurations first, you can accidentally disable sync or create difficulties with your Salesforce
for Outlook migration.

SEE ALSO:
Explore Email and Calendar Integration Products
Considerations for Running Outlook Integration and Salesforce for Outlook Simultaneously

656
Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook Supported Languages

Salesforce for Outlook supports these languages.
EDITIONS
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic (not available in all
orgs)
See Move from Salesforce for Outlook to the Next-Generation Products.
• Chinese (Simplified) Available in: Lightning
Experience, if Salesforce
• Chinese (Traditional)
Classic is available in your
• Czech org.
• Danish
Available with the purchase
• Dutch of Sales Cloud or
• English Government Cloud in:
Personal, Contact
• German
Manager, Professional,
• Finnish Enterprise, Performance,
• French Unlimited, and Developer
• Hebrew Editions

• Hungarian
• Italian
• Japanese
• Korean
• Polish
• Portuguese (European)
• Romanian
• Russian
• Spanish
• Spanish (Mexico)
• Swedish
• Thai
• Turkish
• Ukrainian
• Vietnamese
The Salesforce for Outlook installer doesn't support:
• Hebrew
• Romanian
• Spanish (Mexico)
• Thai
• Vietnamese

657
Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook System Requirements

Your computing environment must meet these system requirements to install and use Salesforce
EDITIONS
for Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Experience, if Salesforce
Basic Required Version Classic is available in your
Resource org.

Salesforce for Salesforce for Outlook v3.0.0 or later after Salesforce Disables TLS 1.0 encryption Available with the purchase
Outlook version protocol. of Sales Cloud or
Government Cloud in:
Default email Any of the following versions of Microsoft® Outlook® with the latest updates. Personal, Contact
program Manager, Professional,
• 2016 (32 bit and 64 bit) Enterprise, Performance,
• 2013 (32 bit and 64 bit) Unlimited, and Developer
• 2010 (32 bit and 64 bit) Editions

Salesforce for Outlook supports Outlook installed using Click-to-Run (a

streaming installer for Microsoft Office).

Server Salesforce for Outlook is compatible with any Microsoft Exchange server
officially supported by Microsoft, including Exchange Online with Microsoft
Office 365™, Exchange Online with GCC High, and on-premises Exchange
servers.

Operating Any of the following versions of Microsoft Windows®, along with the latest hot
system fixes.
• Windows 10
• Windows 8.1 (Pro and Enterprise)
• Windows 7
For customers using Apple® Mac OS®, consider setting up Outlook integration
and Einstein Activity Capture.

Browser Microsoft Internet Explorer® 11 with TLS encryption protocol 1.1 or later
enabled. IE11 isn't required to be set as default browser, but it must be installed
on the user’s operating system.

Other Requirements

Other Features Requirement

Server configurations We support using these systems that connect to the Internet through a proxy server.
• Automatic proxy detection
• Manual proxy

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Sales Productivity Salesforce for Outlook (Retiring)

Other Features Requirement

• NTLM proxy authentication

We don't support using:

• IMAP and POP3 email servers.
• Terminal servers, such as Citrix® servers. Consider setting up the Outlook integration and Einstein Activity
Capture.
• Proxy Automatic Configuration files (.pac).

Installers If you're an IT administrator and plan to use the .msi installer, you 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 (Retiring)
Install and Set Up Salesforce for Outlook
Salesforce for Outlook Supported Languages
Outlook and Gmail Integration on Desktop
Einstein Activity Capture

659
Sales Productivity Salesforce for Outlook (Retiring)

View and Work with Salesforce Records from Microsoft® Outlook®

USER PERMISSIONS EDITIONS

To display the Salesforce Side Panel in Side Panel in your Outlook configuration Available in: Salesforce
Outlook: Classic (not available in all
orgs)
To add Outlook emails (including Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND Available in: Lightning
records: Experience, if Salesforce
Enable on Email to Salesforce Classic is available in your
org.
To add specific email attachments to Allow users to select attachments in your
Salesforce: Outlook configuration Available with the purchase
of Sales Cloud or
To add emails (including attachments), Allow Users to Relate Multiple Contacts to Government Cloud in:
events, and tasks to multiple contacts: Tasks and Events in Activity Settings Personal, Contact
Manager, Professional,
To add emails to multiple Salesforce records Contact Salesforce Customer Support Enterprise, Performance,
that accept tasks: Unlimited, and Developer
Editions

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. View and Work with Salesforce Records from Microsoft® Outlook®. Salesforce for Outlook is scheduled for full retirement in
June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
When you select an email from 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:

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Sales Productivity Salesforce for Outlook (Retiring)

• 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.
• Includes a Search feature to find additional Salesforce records.
• Includes links to view full record details directly in Salesforce.
Here’s how you use the side panel.
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, click 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 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.

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Sales Productivity Salesforce for Outlook (Retiring)

4. Quickly see the Salesforce records to which you’ve added emails or events. 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. Salesforce for Outlook is scheduled
for full retirement in June 2024.
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. Salesforce for
Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement
in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Create Records Directly from the Salesforce Side Panel
Before the Salesforce for Outlook side panel action menu was retired in Summer ’21, reps could create different kinds of records
directly from the side panel in Microsoft® Outlook®. To continue creating records from Outlook, migrate to the Outlook integration.
Salesforce for Outlook is scheduled for full retirement in June 2024.
Search for Salesforce Records in Microsoft® Outlook®
When you view details that appear in the Salesforce Side Panel, you can also 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.
Get Familiar with Salesforce for Outlook

SEE ALSO:
Add Microsoft® Outlook® Emails to Salesforce Records
Create Records Directly from the Salesforce Side Panel
Search for Salesforce Records in Microsoft® Outlook®

662
Sales Productivity Salesforce for Outlook (Retiring)

Add Microsoft® Outlook® Emails to Salesforce Records

USER PERMISSIONS EDITIONS

To display the Salesforce Side Panel in Side Panel in your Outlook configuration Available in: Salesforce
Outlook: Classic (not available in all
orgs)
To add Outlook emails (including Add Email in your Outlook configuration
attachments) to Salesforce records: AND Available in: Lightning
Experience, if Salesforce
Enable Email to Salesforce from Salesforce Classic is available in your
Setup org.

To add specific email attachments to Allow users to select attachments in your Available with the purchase
Salesforce: Outlook configuration of Sales Cloud or
Government Cloud in:
To add emails (including attachments), Allow Users to Relate Multiple Contacts to Personal, Contact
events, and tasks to multiple contacts: Tasks and Events in Activity Settings Manager, Professional,
To add emails to multiple Salesforce records Contact Salesforce Customer Support Enterprise, Performance,
that accept tasks: Unlimited, and Developer
Editions

Keep track of important Outlook emails related to Salesforce records from the Salesforce Side Panel.
Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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 Add Microsoft® Outlook® Emails to Salesforce Records.
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 an email.
You can add an Outlook email and its attachments to multiple Salesforce records.

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.

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Sales Productivity Salesforce for Outlook (Retiring)

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 to include specific email attachments on the
record.

• 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
Search for Salesforce Records in Microsoft® Outlook®
Remove Microsoft® Outlook® Emails from Salesforce Records

664
Sales Productivity Salesforce for Outlook (Retiring)

Remove Microsoft® Outlook® Emails from Salesforce Records

USER PERMISSIONS EDITIONS

To display the Salesforce Side Panel in Side Panel in your Outlook configuration Available in: Salesforce
Outlook: Classic (not available in all
orgs)
To add Outlook emails (including Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND Available in: Lightning
records: Experience, if Salesforce
Enable on Email to Salesforce Classic is available in your
org.
To add specific email attachments to Allow users to select attachments in your
Salesforce: Outlook configuration Available with the purchase
of Sales Cloud or
To add emails (including attachments), Allow Users to Relate Multiple Contacts to Government Cloud in:
events, and tasks to multiple contacts: Tasks and Events in Activity Settings Personal, Contact
Manager, Professional,
To add emails to multiple Salesforce records Contact Salesforce Customer Support Enterprise, Performance,
that accept tasks: Unlimited, and Developer
Editions

You can remove Microsoft Outlook emails from your Salesforce records with the Side Panel for
Salesforce for Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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 Add Microsoft® Outlook® Emails to Salesforce Records.
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.

665
Sales Productivity Salesforce for Outlook (Retiring)

SEE ALSO:
Add Microsoft® Outlook® Emails to Salesforce Records
Search for Salesforce Records in Microsoft® 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
EDITIONS
the Salesforce record as an activity, which you can see on the record’s Activity History or Open
Activities related lists. Salesforce for Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. In Outlook, select an event or event series you want to add to Salesforce records. You can add Classic is available in your
an event to multiple contacts, and to one other record with which you can associate tasks, such org.
as an account, a case, or an opportunity. Available with the purchase
of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
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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Sales Productivity Salesforce for Outlook (Retiring)

2. In the Salesforce Side Panel, click for the contact, account, case, opportunity, or lead to which you want to add the event.
You’ll see after you add the event.
3. Review the Salesforce records to which you added your event.

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Sales Productivity Salesforce for Outlook (Retiring)

Add Microsoft® Outlook® Tasks to Salesforce Records

You can add Outlook tasks to multiple Salesforce contacts and to one other record that accepts
EDITIONS
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. Salesforce Available in: Salesforce
for Outlook is scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
Add Outlook tasks to Salesforce records from Tasks in Microsoft Outlook. org.

1. Select the task that you want to add to a Salesforce record. Available with the purchase
of Sales Cloud or
2. Click in the side panel to display the Salesforce record to which you’d like to add the task. Government Cloud in:
3. Click next to the record in the search results. Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
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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Sales Productivity Salesforce for Outlook (Retiring)

You’ll see after you add the task.

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Sales Productivity Salesforce for Outlook (Retiring)

Create Records Directly from the Salesforce Side Panel

Before the Salesforce for Outlook side panel action menu was retired in Summer ’21, reps could
EDITIONS
create different kinds of records directly from the side panel in Microsoft® Outlook®. To continue
creating records from Outlook, migrate to the Outlook integration. Salesforce for Outlook is scheduled Available in: Salesforce
for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
org.
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available with the purchase
check out our next-generation products: the Outlook integration and Einstein Activity Capture. of Sales Cloud or
See Move from Salesforce for Outlook to the Next-Generation Products. Government Cloud in:
Personal, Contact
Depending on how your administrator set up your action menu, you can create accounts, cases, Manager, Professional,
contacts, leads, opportunities, and other types of records customized for your organization—directly Enterprise, Performance,
from the side panel. Unlimited, and Developer
1. Select an email in Outlook, then click . Editions
You’ll see something like this.
USER PERMISSIONS

To display the Salesforce

Side Panel:
• Side Panel in Outlook
configurations
To create 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
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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Sales Productivity Salesforce for Outlook (Retiring)

4. Click to save the record.

Keep in mind that email attachments aren’t included in the created records.

SEE ALSO:
Outlook and Gmail Integration on Desktop

Search for Salesforce Records in Microsoft® Outlook®

USER PERMISSIONS EDITIONS

To display the Salesforce Side Panel in Side Panel in your Outlook configuration Available in: Salesforce
Outlook: Classic (not available in all
orgs)
To add Outlook emails (including Add Email in your Outlook configuration
attachments), events, and tasks to Salesforce AND Available in: Lightning
records: Experience, if Salesforce
Enable on Email to Salesforce Classic is available in your
org.
To add specific email attachments to Allow users to select attachments in your
Salesforce: Outlook configuration Available with the purchase
of Sales Cloud or
To add emails (including attachments), Allow Users to Relate Multiple Contacts to Government Cloud in:
events, and tasks to multiple contacts: Tasks and Events in Activity Settings Personal, Contact
Manager, Professional,
To add emails to multiple Salesforce records Contact Salesforce Customer Support Enterprise, Performance,
that accept tasks: Unlimited, and Developer
Editions

When you view details that appear in the Salesforce Side Panel, you can also 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.

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Sales Productivity Salesforce for Outlook (Retiring)

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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 Add Microsoft® Outlook® Emails to Salesforce Records.
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

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Sales Productivity Salesforce for Outlook (Retiring)

Syncing Between Microsoft® Outlook® and Salesforce

Stop duplicating your contacts, events, and tasks in Outlook and Salesforce and start syncing
EDITIONS
between the two systems with Salesforce for Outlook. Salesforce for Outlook is scheduled for full
retirement in June 2024. Available in: Salesforce
Classic (not available in all
User orgs)
permissions
needed to Available in: Lightning
sync When you sync You’ll Need Experience, if Salesforce
Classic is available in your
Contacts From Salesforce to Outlook “Read” on contacts; Contacts sync direction set to org.
Salesforce to Outlook
Available with the purchase
Both ways “Read” and “Edit” on contacts, and “Read” on of Sales Cloud or
accounts; Contacts sync direction set to Sync Government Cloud in:
both ways Personal, Contact
Manager, Professional,
Events and From Outlook to Salesforce: “Read” and “Edit” on events; Events and Tasks sync Enterprise, Performance,
tasks direction set to Outlook to Salesforce Unlimited, and Developer
From Salesforce to Outlook “Read” and “Edit” on events; Events and Tasks sync Editions
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 “Sync recurring Salesforce tasks to Outlook”

to Outlook

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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.

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Sales Productivity Salesforce for Outlook (Retiring)

• 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

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.
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, such as 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.
How Recurring Events Sync with Salesforce for Outlook
Salesforce for Outlook syncs Salesforce recurring events (repeating events created in Salesforce Classic) with Microsoft Outlook
calendars. Salesforce for Outlook is scheduled for full retirement in June 2024.
How Tasks Sync with Salesforce for Outlook
Keep Microsoft® Outlook® and Salesforce tasks in sync. Salesforce for Outlook is scheduled for full retirement in June 2024.
Automatic Account Assignments for Synced Contacts
After syncing contacts from Outlook, Salesforce for Outlook tries to automatically assign them to accounts.

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

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Sales Productivity Salesforce for Outlook (Retiring)

How Your Contacts Sync with Salesforce for Outlook

You can keep your important Outlook and Salesforce contacts in sync using Salesforce for Outlook.
EDITIONS
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 Available in: Salesforce
contacts are synced. If it doesn't exist, Salesforce for Outlook checks to see whether a contact with Classic (not available in all
the same first name, last name, and company name exists. If it doesn't exist, a new contact is created orgs)
and the two are synced.
Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience, if Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic is available in your
check out our next-generation products: the Outlook integration and Einstein Activity Capture. org.
See Move from Salesforce for Outlook to the Next-Generation Products.
Available with the purchase
Your Outlook configuration defines which items are set to sync, which direction the data flows of Sales Cloud or
between Outlook and Salesforce, and what happens when data conflicts. You can set up Salesforce Government Cloud in:
for Outlook to sync in the following ways, depending on whether your administrator allows you to Personal, Contact
change sync directions.Salesforce for Outlook lets you sync up to 5,000 contacts, and isn’t Manager, Professional,
case-sensitive when matching contacts. Enterprise, Performance,
Unlimited, and Developer
• Salesforce to Outlook
Editions
• Sync both ways
This diagram shows how contacts sync. USER PERMISSIONS

To sync contacts from

Salesforce to Outlook:
• Read on contacts
AND
Contact sync direction
set to Salesforce
to Outlook

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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Sales Productivity Salesforce for Outlook (Retiring)

Syncing Contacts from Salesforce to Outlook

If Then
A contact 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 doesn'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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Sales Productivity Salesforce for Outlook (Retiring)

If Then
You update a contact in Outlook The updates remain in the Outlook contact, but doesn'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, no longer receive updates if you modify the ones in Outlook.

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Sales Productivity Salesforce for Outlook (Retiring)

• 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
Resolve Your Synced Contacts

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Sales Productivity Salesforce for Outlook (Retiring)

How Events Sync with Salesforce for Outlook

You can keep your Outlook and Salesforce events in sync using Salesforce for Outlook. After an
EDITIONS
event is in Salesforce, you can assign it to related records, such as contacts, accounts, opportunities,
and so on. Syncing events also lets you maintain an accurate view of your availability when you Available in: Salesforce
create events and request meetings from your Salesforce calendar. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
org.

Which Events Sync Available with the purchase

of Sales Cloud or
Your Outlook configuration defines which items are set to sync, which direction the data flows
Government Cloud in:
between Outlook and Salesforce, and what happens when data conflicts. The event filters in your
Personal, Contact
configuration determine which events sync. The possible filters are:
Manager, Professional,
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m. Enterprise, Performance,
• LAST MONTH—Syncs events that ended on or after the first day of last month. Unlimited, and Developer
Editions
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago, such
as LAST 30 DAYS.
USER PERMISSIONS
Note: Event updates stop syncing when the event falls outside of the range you're configured
to sync. To sync events from Outlook
to Salesforce
The following items don’t sync: all-day events beginning on the first day you’re configured to sync,
• Read and Edit on events,
event attendees, events that have occurred in the past (unless those events fall within an event
and event sync direction
filter that you’ve set), and recurring events that are created in Lightning Experience or the Salesforce set to Outlook to
mobile app (referred to as event series). Multiday events sync as single events in either direction. Salesforce
Salesforce for Outlook syncs events based on their end dates rather than their start dates. For
To sync events from
example, if you're syncing current and future events only, a two-day event that started yesterday
Salesforce to Outlook:
still syncs.
• Read and Edit on events,
and event sync direction
How We Match Events set to Salesforce
to Outlook
When events first sync, we either link them with existing events that have the same subject and
time or create events if nothing matches. Recurring events match according to that same logic. To sync events both ways:
Additionally, Salesforce for Outlook matches recurring events only if recurrence patterns match in • Read and Edit on events,
and event sync direction
both Salesforce and Outlook. Otherwise, Salesforce for Outlook creates an event.
set to Sync both
ways
How You Assign Events to Salesforce records To sync multiday events:
After an event is added to Salesforce, you can assign it to other records using the My Unresolved • Enable Multiday Events
Items page or the Related To and Name fields on the event record. The event is added to on activities
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.

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Sales Productivity Salesforce for Outlook (Retiring)

Who Sees Synced Events in Salesforce

Events that aren't marked as private are visible in 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.

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
Resolve Your Synced Events
How Recurring Events Sync with Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

How Recurring Events Sync with Salesforce for Outlook

Salesforce for Outlook syncs Salesforce recurring events (repeating events created in Salesforce
EDITIONS
Classic) with Microsoft Outlook calendars. Salesforce for Outlook is scheduled for full retirement in
June 2024. Recurring events are
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Salesforce
Classic only.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Salesforce for Outlook is
See Move from Salesforce for Outlook to the Next-Generation Products. available in Salesforce
Salesforce for Outlook syncs recurring events, which are repeating events created in Salesforce Classic and in Lightning
Classic). It doesn’t sync event series, which are repeating events created in your Outlook calendar, Experience, if Salesforce
Classic is available in your
Lightning Experience, or the Salesforce app). To sync event series between your Outlook calendar
org. Salesforce for Outlook
and Lightning Experience or the Salesforce app, consider migrating to Einstein Activity Capture.
is available with the
If you’re set up to sync recurring events using Salesforce for Outlook, you can sync recurrences with purchase of Sales Cloud or
these patterns. After you sync recurring events to Salesforce, you can relate these events with Government Cloud in:
Salesforce records, including contacts, accounts, and opportunities. Syncing recurring events also Personal, Contact
helps you maintain an accurate view of your availability when you create events and request Manager, Professional,
meetings from your Salesforce calendar. Enterprise, Performance,
Unlimited, and Developer
• Daily
Editions
• Weekly
• Monthly
USER PERMISSIONS
• Yearly
To sync Salesforce Classic
Recurring events don’t appear on the My Unresolved Items page. Instead, go directly to the recurring
recurring events between
events in your calendar and use the side panel to associate the recurring events with Salesforce Outlook and Salesforce:
records. • Recurring Events
Read and Edit events
Differences Between Outlook and Salesforce Classic Recurring Events
Recurring events work differently in Outlook than they do in Salesforce Classic.

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.

Monthly occurrences Salesforce for Outlook doesn’t support the Outlook recurrence pattern option weekend day.

Yearly occurrences Salesforce for Outlook only lets you sync yearly events that recur every year. You can’t sync events that
recur every other year or every three years. If you enter a number other than 1 for the Recur every
option in Outlook recurrence patterns, Salesforce for Outlook doesn’t sync the recurring event series.
Salesforce for Outlook doesn’t support the Outlook recurrence pattern option weekend day.

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Sales Productivity Salesforce for Outlook (Retiring)

For You should know that

Events lasting longer Salesforce doesn’t support recurring events lasting longer than 24 hours.
than 24 hours

Modifying Recurring Event Series

You can modify recurring event series, but it's good to know what to avoid, so that you don't lose any details for individual event
occurrences that you've modified.

If you modify You should know that

Recurring event series in Modifications are handled differently depending on which fields you modify.
Outlook Changes to some fields are considered to be critical changes. If you make critical changes to your recurring
event 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 a recurring
event doesn’t propagate to individually modified events. Likewise, the non-critical changes that you
make sync to Salesforce for the recurring event, but the individually modified events don’t sync.

Start dates for recurring Salesforce doesn't support modifications to start dates that already occurred.
event series in Outlook

End dates for recurring A critical change in Outlook, and clears any modifications you make to individual occurrences within the
event series in Salesforce series. Those modifications don't propagate to Outlook. You can, however, modify end dates in Outlook,
but that type of critical change clears all modifications you've made to individual occurrences—in both
Outlook and Salesforce.

Individual occurrences • You can lose those changes if you make critical changes to the recurring event 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.
For example, you change your recurring event in Outlook. You delete the October 4 occurrence, and
move the October 5 occurrence into its place. In Salesforce, you'll see two occurrences on October
4: the one you deleted, and the one you moved into its place. For October 5, you'll have no
occurrences.

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Sales Productivity Salesforce for Outlook (Retiring)

If you modify You should know that

• Outlook modifications propagate to individual events 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
Resolve Your Synced Events
How Events Sync with Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

How Tasks Sync with Salesforce for Outlook

Keep Microsoft® Outlook® and Salesforce tasks in sync. Salesforce for Outlook is scheduled for full
EDITIONS
retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
After a task is in Salesforce, you can assign it to related records, like contacts, accounts, and Experience, if Salesforce
opportunities. Classic is available in your
org.

Which Tasks Sync Available with the purchase

of Sales Cloud or
Your Outlook configuration defines which items are set to sync, which direction the data flows Government Cloud in:
between Outlook and Salesforce, and what happens when data conflicts. The task filters in your Personal, Contact
configuration determine which tasks sync. The possible filters are: Salesforce for Outlook doesn't Manager, Professional,
sync every kind of task. These kinds of tasks sync until they fall outside of the date range set in your Enterprise, Performance,
task filter: Unlimited, and Developer
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.
• LAST N DAYS—Syncs tasks that were due on or after a specified number of days ago, such USER PERMISSIONS
as LAST 30 DAYS. To sync tasks from Outlook
• Recurring Salesforce tasks to Outlook to Salesforce:
• Read and Edit on tasks,
• Completed tasks, if marked as completed after Salesforce for Outlook syncs
and task sync direction
• Deferred tasks set to Outlook to
• In progress tasks Salesforce
• Not started tasks To sync tasks from
Salesforce to Outlook:
• Repeating tasks, which you create in Salesforce
• Read and Edit on tasks,
• Tasks flagged for follow-up and task sync direction
• Waiting on someone else tasks set to Salesforce
to Outlook

Which Tasks Don't Sync To sync tasks both ways:

• Read and Edit on tasks,
• Recurring Outlook tasks to Salesforce and task sync direction
• Completed tasks, if marked as completed before Salesforce for Outlook syncs set to Sync both
ways
• 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.

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Sales Productivity Salesforce for Outlook (Retiring)

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, 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
Resolve Your Synced Outlook Tasks

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Sales Productivity Salesforce for Outlook (Retiring)

Automatic Account Assignments for Synced Contacts

After syncing contacts from Outlook, Salesforce for Outlook tries to automatically assign them to
EDITIONS
accounts.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
After syncing contacts from Outlook, Salesforce for Outlook tries to automatically assign them to Experience, if Salesforce
accounts, as shown in this diagram. Classic is available in your
org.

Available with the purchase

of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
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

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Sales Productivity Salesforce for Outlook (Retiring)

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.

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.

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Sales Productivity Salesforce for Outlook (Retiring)

If Then
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
Resolve Your Synced Contacts
Manage Your Salesforce for Outlook Configuration

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Sales Productivity Salesforce for Outlook (Retiring)

Create Cases from the Outlook Ribbon with Salesforce for Outlook
If you track cases in Salesforce, you can create ones from your Microsoft® Outlook® emails. Your
EDITIONS
administrator needs to first create Email-to-Case destinations that appear in the dropdown list
button Create Cases in Outlook. For each destination, you can choose the assignee, which can be Available in: Salesforce
either individual users or queues. When you create cases, you can add up to ten emails Classic (not available in all
simultaneously for each destination. orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Experience, if Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic is available in your
See Move from Salesforce for Outlook to the Next-Generation Products. org.
If you don’t see the Create Cases dropdown list button in Microsoft® Outlook®, contact your Available with the purchase
administrator, who can enable this feature. of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To include email
attachments when you
create cases:
• Always save email
attachments in your
Email to Salesforce
settings
AND
Add Email in your
Salesforce for Outlook
Configuration

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Sales Productivity Salesforce for Outlook (Retiring)

1. In Outlook, select up to 10 sent or received emails and click Create Cases.

2. Select a destination from the dropdown 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

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Sales Productivity Salesforce for Outlook (Retiring)

Outlook Configurations and Email Application Publisher Layouts

To set up your Salesforce for Outlook users with the settings they need, create Outlook configurations
EDITIONS
and email application publisher layouts. Salesforce for Outlook is scheduled for full retirement in
June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Classic is available in your
org.
Salesforce for Outlook Configurations
Available with the purchase
With Outlook configurations, you can choose how your reps sync contacts, events, and tasks between
of Sales Cloud or
Microsoft Outlook and Salesforce, or how reps can access Salesforce content from the Salesforce
Government Cloud in:
Side Panel in Outlook. With email application publisher layouts, set up your reps to create Salesforce
Personal, Contact
records directly from the Salesforce Side Panel. To create Outlook configurations and email application Manager, Professional,
publisher layouts from Setup, enter Outlook Configurations in the Quick Find box, Enterprise, Performance,
then select Outlook Configurations. Unlimited, and Developer
Salesforce for Outlook configurations include settings for the data that Salesforce for Outlook users Editions
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 USER PERMISSIONS
settings. For example, an opportunity team might want to sync everything, while a manager might
want to sync only events. To view configurations:
In addition, you can set up your users to create, view, and work with Salesforce records directly in • View Setup and
Configuration
Outlook from the Salesforce Side Panel. The side panel allows users to easily add Outlook emails,
events, and tasks to related Salesforce records. To create, edit, or delete
configurations:
• Manage Email Client
Email Application Publisher Layouts Configurations
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 want to define unique settings for a subset of your sales team, create multiple Outlook
configurations, and assign reps accordingly. Salesforce for Outlook is scheduled for full retirement in June 2024.
Define Datasets for Salesforce for Outlook
Datasets consist of filters that limit what records sync. Each configuration must have a dataset in order for users to sync with Outlook.
Salesforce for Outlook is scheduled for full retirement in June 2024.

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Sales Productivity Salesforce for Outlook (Retiring)

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. Salesforce for Outlook is
scheduled for full retirement in June 2024.

SEE ALSO:
Salesforce for Outlook (Retiring)
Create Salesforce for Outlook Configurations
Define Datasets for Salesforce for Outlook
Salesforce for Outlook Default Configurations
Email Application Publisher Layouts

Create Salesforce for Outlook Configurations

Before reps can start using Salesforce for Outlook, you define their experience by creating Outlook
EDITIONS
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 Available in: Salesforce
want to define unique settings for a subset of your sales team, create multiple Outlook configurations, Classic (not available in all
and assign reps accordingly. Salesforce for Outlook is scheduled for full retirement in June 2024. orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Lightning
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Experience, if Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic is available in your
See Move from Salesforce for Outlook to the Next-Generation Products. org.
When first time Salesforce for Outlook users log into Salesforce from the Salesforce for Outlook Available with the purchase
setup wizard, these settings take effect immediately. Any changes you make to active Outlook of Sales Cloud or
configurations take effect the next time sales reps open Outlook. Government Cloud in:
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Personal, Contact
Manager, Professional,
Outlook Configurations.
Enterprise, Performance,
2. Click New Outlook Configuration. Unlimited, and Developer
3. Enter a name and description of the configuration. Editions

4. Select Active to activate the configuration.

USER PERMISSIONS
5. Select Notify of product updates so that sales reps can see when upgrades for
Salesforce for Outlook are available to download. To view configurations:
6. Depending on the experience you want your reps to have, define some or all these settings. • View Setup and
Configuration
• Assign users and profiles
To create, edit, or delete
• Email-related options for the Salesforce Side Panel, as well as add email and create cases configurations:
• Sync direction • Manage Email Client
• Conflict behavior Configurations

• Field mappings
• Matching criteria
• Modification permissions
• Advanced settings

7. Click Save.

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Sales Productivity Salesforce for Outlook (Retiring)

8. Define data sets.

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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Define Data Settings for Salesforce for Outlook
Data settings control the sync behavior and email functionality of Salesforce for Outlook. You can define these settings using the
Data Settings fields in a Salesforce for Outlook configuration. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Learn How Enabling Recurring Events Affects Salesforce for Outlook Users
Your Salesforce and API users can expect the following changes after you enable the Salesforce for Outlook Recurring Events feature.
Salesforce for Outlook is scheduled for full retirement in June 2024.
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 dropdown 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. Salesforce for
Outlook is scheduled for full retirement in June 2024.
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. Salesforce for
Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Define Matching Criteria for Salesforce for Outlook
Define how Salesforce for Outlook handles multiple matching Salesforce contacts when a contact first syncs from Outlook. Salesforce
for Outlook is scheduled for full retirement in June 2024.
Let Users Modify Salesforce for Outlook Settings
Let users modify their own Salesforce for Outlook settings by editing users’ Outlook configurations in Setup. After you do, users can
modify their settings from their Personal Settings in Salesforce. Salesforce for Outlook is scheduled for full retirement in June 2024.
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.
Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.

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Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook Default Configurations

Learn about sync settings that come with Salesforce for Outlook if you don’t add them to custom Outlook configurations. Salesforce
for Outlook is scheduled for full retirement in June 2024.

SEE ALSO:
Salesforce for Outlook (Retiring)
Salesforce for Outlook Default Configurations

Assign Users to Salesforce for Outlook Configurations

After you define basic information for a Salesforce for Outlook configuration, you select the Salesforce
EDITIONS
for Outlook users that the configuration’s settings will apply to. Salesforce for Outlook is scheduled
for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Classic is available in your
Outlook Configurations. org.

2. If you're modifying an existing Outlook configuration, click Edit next to the one that you want Available with the purchase
to modify. Otherwise, click New Outlook Configuration, and then complete the required of Sales Cloud or
fields. Government Cloud in:
Personal, Contact
3. In the Assign Users and Profiles section, select either Profiles or Users in the Search Manager, Professional,
dropdown list. Enterprise, Performance,
4. If you don't see the member you want to add, enter keywords in the search box and click Find. Unlimited, and Developer
Editions
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. USER PERMISSIONS
6. To remove members, select those members and click Remove. If removed users are assigned To view configurations:
to another active configuration through a profile, that other configuration is used the next time • View Setup and
they open Outlook. Otherwise, removed users are unable to use Salesforce for Outlook. Configuration
7. Click Save. All changes take effect the next time data syncs for the users in this configuration. To create, edit, or delete
If you assign a user who is already assigned to a different configuration, that user is removed configurations:
from the other configuration and assigned to this one. If an assigned user is also part of a profile • Manage Email Client
assigned to another active configuration, the configuration that lists the user directly is used. Configurations

SEE ALSO:
Create Salesforce for Outlook Configurations
Outlook Configurations and Email Application Publisher Layouts
Set Up Email Options for Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Define Data Settings for Salesforce for Outlook

Data settings control the sync behavior and email functionality of Salesforce for Outlook. You can
EDITIONS
define these settings using the Data Settings fields in a Salesforce for Outlook configuration. Salesforce
for Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
• Email-related options for the Salesforce Side Panel, as well as add email and create cases Classic is available in your
org.
• Sync direction
• Conflict behavior Available with the purchase
of Sales Cloud or
• Field mappings Government Cloud in:
• Matching criteria Personal, Contact
• Modification permissions Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To view configurations:
• View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations

695
Sales Productivity Salesforce for Outlook (Retiring)

Set Up Email Options for Salesforce for Outlook

Help your sales teams track important Microsoft® Outlook® emails related to Salesforce contacts
EDITIONS
and leads. And get those contacts and leads to appear directly in Outlook. Salesforce for Outlook
is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Enable the Salesforce Side Panel Classic is available in your
org.
Let your sales reps see Salesforce contacts and leads that are relevant to your reps’ emails and
events. Available with the purchase
of Sales Cloud or
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Government Cloud in:
Outlook Configurations. Personal, Contact
2. If you're modifying an existing Outlook configuration, click Edit next to the one that you want Manager, Professional,
to modify. Otherwise, click New Outlook Configuration, and then complete the required Enterprise, Performance,
fields. Unlimited, and Developer
Editions
3. Select Side Panel.
4. Save your changes.
USER PERMISSIONS
Let Side Panel Sales Reps Add Emails, Attachments, Events, and Tasks to Records
To view configurations:
The Add Email setting lets them add Outlook emails and their attachments ( ), events ( ),
• View Setup and
and tasks ( ) to their Salesforce records directly from the side panel. You can also let your reps Configuration
Allow users to select attachments ( ), which lets sales reps choose specific
To create, edit, or delete
attachments to add to Salesforce, instead of automatically including them all. configurations:
1. From Setup, enter Outlook Configurations in the Quick Find box, then select • Manage Email Client
Outlook Configurations. Configurations

2. If you're modifying an existing Outlook configuration, click Edit next to the one that you want To enable Add Email, Side
to modify. Otherwise, click New Outlook Configuration, and then complete the required Panel, and Create Case:
fields. • Customize Application

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.

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Sales Productivity Salesforce for Outlook (Retiring)

6. If you don't have My Email to Salesforce enabled, click Enable in the popup message to enable it.
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 dropdown 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 699. Then, return to this topic to complete this 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

697
Sales Productivity Salesforce for Outlook (Retiring)

Learn How Enabling Recurring Events Affects Salesforce for Outlook Users
Your Salesforce and API users can expect the following changes after you enable the Salesforce for
EDITIONS
Outlook Recurring Events feature. Salesforce for Outlook is scheduled for full retirement in June
2024. Recurring events are
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. available in Salesforce
Classic only.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Salesforce for Outlook is
See Move from Salesforce for Outlook to the Next-Generation Products. available in Salesforce
Classic and in Lightning
For You should know that Experience, if Salesforce
Classic is available in your
Salesforce Changes made to a series don't affect past events. org. Salesforce for Outlook
users is available with the
Changes made to the following fields in an event series override changes previously
made to single events. purchase of Sales Cloud or
Government Cloud in:
• Event start or end time Personal, Contact
• All-day event Manager, Professional,
• Frequency Enterprise, Performance,
Unlimited, and Developer
• Recurrence start date, if a user sends updates to invitees Editions
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.

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

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Sales Productivity Salesforce for Outlook (Retiring)

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
EDITIONS
in Microsoft® Outlook®. As an administrator, you can create Email-to-Case destinations that appear
in the dropdown list button Create Cases in Outlook. For each destination, you choose the assignee, Available in: Salesforce
which can be either individual users or queues. You can add up to 10 destinations for each Outlook Classic (not available in all
configuration. When users create cases, they can add up to 10 emails simultaneously for each orgs)
destination. Salesforce for Outlook is scheduled for full retirement in June 2024.
Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience, if Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic is available in your
check out our next-generation products: the Outlook integration and Einstein Activity Capture. org.
See Move from Salesforce for Outlook to the Next-Generation Products.
Available with the purchase
Before Salesforce for Outlook users can create cases from Outlook emails, you need to perform the of Sales Cloud or
following procedures.Salesforce for Outlook assigns a category to the emails that Salesforce for Government Cloud in:
Outlook users add as cases to Salesforce. This category, Added to Salesforce as a case, makes it easy Personal, Contact
for users to search for emails they added as cases to Salesforce. Manager, Professional,
Enterprise, Performance,
1. If you haven’t already done so, enable and configure On-Demand Email-to-Case.
Unlimited, and Developer
2. Define Email-to-Case destinations (also known as email routing addresses). Editions
3. Enable the Create Case feature in your configurations, which adds the Create Cases dropdown
list button in Outlook.

SEE ALSO:
Email Application Publisher Layouts
Create Salesforce for Outlook Configurations
Set Up Email Options for Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Define Sync Directions for Your Salesforce for Outlook Users

Set sync directions for sales reps who sync contacts, events, and tasks between Microsoft® Outlook®
EDITIONS
and Salesforce. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Experience, if Salesforce
Outlook Configurations. Classic is available in your
org.
2. Create or edit a configuration, and select one of these sync directions under Data Settings for
each object being synced. Available with the purchase
of Sales Cloud or
• Don't sync—Outlook and Salesforce records aren't synced, and you can't select an Government Cloud in:
Outlook folder to sync within the setup wizard. Personal, Contact
• Salesforce to Outlook—When data first syncs, a record in Salesforce creates or Manager, Professional,
updates a record in Outlook. During future syncs, changes made to Salesforce records Enterprise, Performance,
appear in Outlook, regardless of whether the Outlook version of the record has changed. Unlimited, and Developer
In addition, deleting a synced record in Salesforce deletes its Outlook counterpart. Outlook Editions
changes are never sent to Salesforce. The required conflict behavior setting for this option
is Salesforce always wins. USER PERMISSIONS
• 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 To view configurations:
appear in Salesforce, regardless of whether the Salesforce version has changed. In addition, • View Setup and
deleting a synced record in Outlook deletes its Salesforce counterpart. Salesforce changes Configuration
are never sent to Outlook. The required conflict behavior setting for this option is Outlook To create, edit, or delete
always wins. This option isn't available for contacts. configurations:
• Manage Email Client
• Sync both ways—When records sync, changes to Outlook and Salesforce sync between Configurations
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 dataset 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 Datasets for Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Define Conflict Behavior for Salesforce for Outlook

Conflict behavior settings determine what happens when Salesforce for Outlook encounters a
EDITIONS
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. Salesforce Available in: Salesforce
for Outlook is scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
1. From Setup, enter Outlook Configurations in the Quick Find box, then select org.
Outlook Configurations. Available with the purchase
2. Edit a configuration, and select one of the following conflict behaviors under Data Settings for of Sales Cloud or
Contacts, Events, and Tasks. Government Cloud in:
Personal, Contact
• Salesforce always wins Manager, Professional,
• Outlook always wins Enterprise, Performance,
Unlimited, and Developer
3. Click Save. All changes take effect the next time data syncs for the users in this configuration. Editions

SEE ALSO: USER PERMISSIONS

Outlook Configurations and Email Application Publisher Layouts
To view configurations:
Create Salesforce for Outlook Configurations
• View Setup and
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook® Configuration
Define Sync Directions for Your Salesforce for Outlook Users To create, edit, or delete
configurations:
• Manage Email Client
Configurations

701
Sales Productivity Salesforce for Outlook (Retiring)

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
EDITIONS
custom Outlook or Salesforce fields you want your reps to sync. Salesforce for Outlook is scheduled
for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Field mappings define which Salesforce and Outlook fields correspond when items sync between Classic is available in your
the two systems. Salesforce comes with a set of default mappings. Decide whether to let your sales org.
reps edit their own field mappings in their personal settings. Available with the purchase
Map these custom field types. of Sales Cloud or
Government Cloud in:
• Outlook text fields Personal, Contact
• Salesforce text fields Manager, Professional,
• Some Salesforce picklist fields Enterprise, Performance,
Unlimited, and Developer
Edit default field mappings or set up custom field mappings for your reps. Editions
1. From Setup, enter Outlook Configurations in the Quick Find box, then select
Outlook Configurations.
USER PERMISSIONS
2. Select an Outlook Configuration you want to edit, or create one.
To view configurations:
3. Under Data Settings, click Edit Field Mappings under Contacts, Events, or Tasks to
• View Setup and
display all the fields for records on that object. Configuration
4. Review what Salesforce fields are mapping to each Outlook field. To create, edit, or delete
5. Edit the Salesforce or Outlook field mappings you want to change, or create mappings for configurations:
custom fields. Salesforce for Outlook lets you edit any field mapping with a picklist. You can • Manage Email Client
Configurations
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.

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

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Define Matching Criteria for Salesforce for Outlook

Define how Salesforce for Outlook handles multiple matching Salesforce contacts when a contact
EDITIONS
first syncs from Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Experience, if Salesforce
Outlook Configurations. Classic is available in your
org.
2. Edit a configuration, and select one of these matching criteria options under Data Settings for
contacts. Available with the purchase
of Sales Cloud or
• Most recent activity—Choose the Salesforce contact that shows the most recent Government Cloud in:
activity (such as a phone call or email), as shown in the contact’s Activity History related Personal, Contact
list. This option is the default matching criteria. Manager, Professional,
• Last updated—Choose the Salesforce contact that was most recently modified. Enterprise, Performance,
• Oldest—Choose the Salesforce contact that has the earliest creation date. Unlimited, and Developer
Editions
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. USER PERMISSIONS
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. To view configurations:
• View Setup and
Configuration
SEE ALSO:
To create, edit, or delete
Create Salesforce for Outlook Configurations configurations:
Outlook Configurations and Email Application Publisher Layouts • Manage Email Client
Configurations
Customize the Fields That Sync Between Salesforce and Microsoft® Outlook®

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Let Users Modify Salesforce for Outlook Settings

Let users modify their own Salesforce for Outlook settings by editing users’ Outlook configurations
EDITIONS
in Setup. After you do, users can modify their settings from their Personal Settings in Salesforce.
Salesforce for Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Classic is available in your
Outlook Configurations. org.

2. Edit a configuration, and select any of the following options under Data Settings for each object Available with the purchase
being synced. You can allow users to modify: of Sales Cloud or
Government Cloud in:
• Whether object is synced Personal, Contact
• Sync direction Manager, Professional,
• Conflict behavior Enterprise, Performance,
Unlimited, and Developer
• Field mappings Editions
• Outlook folder for syncing

3. Click Save. All changes take effect the next time data syncs for the users in this configuration. USER PERMISSIONS
You can overwrite users' modifications anytime by selecting Overwrite configuration To view configurations:
changes made by users in a configuration. After you save the updated configuration, the • View Setup and
new settings replace the existing settings for users of the configuration the next time their data Configuration
syncs. To create, edit, or delete
configurations:
• Manage Email Client
Configurations

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Sales Productivity Salesforce for Outlook (Retiring)

Assign Users’ Sync Folders in Microsoft® Outlook®

You can assign your Salesforce for Outlook users’ contact, event, and task sync folders in Outlook
EDITIONS
to simplify their setup process and keep sync folders consistent across your company. You can
specify Outlook sync folders from Salesforce Outlook configurations. Salesforce for Outlook is Available in: Salesforce
scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
By default, users can change the Outlook folders where their Salesforce contacts, events, and tasks org.
sync from the Settings menu in their Salesforce for Outlook system tray. You can prevent users from Available with the purchase
changing their Outlook sync folders when you clear this default setting for contacts, events, and of Sales Cloud or
tasks, and assign specific Outlook sync folders from users’ Outlook configurations. Government Cloud in:
Personal, Contact
Note: Assigning Outlook sync folders might create Outlook directory folders for all of the Manager, Professional,
users in your Outlook configuration. Salesforce for Outlook can’t remove Outlook sync folders Enterprise, Performance,
from your users’ Outlook directories after they’ve been created. If you reassign a different Unlimited, and Developer
folder later, the original folder remains in users’ local Outlook directories until users delete Editions
the folder.
1. From Setup, enter Outlook Configurations in the Quick Find box, then select USER PERMISSIONS
Outlook Configurations.
2. Open an Outlook configuration. To create and edit Outlook
configurations:
3. To assign a folder where users sync contacts, in Data Settings, deselect Outlook folder for • Configure Application
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,
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.”

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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
EDITIONS
of Salesforce for Outlook, such as setting the maximum size of the sync log. Salesforce for Outlook
is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Click Edit to change the value of an advanced setting or Remove to remove it from the Classic is available in your
configuration. org.

1. From Setup, enter Outlook Configurations in the Quick Find box, then select Available with the purchase
Outlook Configurations. of Sales Cloud or
Government Cloud in:
2. If you're modifying an existing Outlook configuration, click Edit next to the one that you want Personal, Contact
to modify. Otherwise, click New Outlook Configuration, and then complete the required Manager, Professional,
fields. Enterprise, Performance,
3. Click Add Advanced Setting in the Advanced Settings section of an Outlook configuration. Unlimited, and Developer
Editions
4. Choose one of these settings and enter a value.

Advanced This setting indicates USER PERMISSIONS

Setting
To view configurations:
HTTPTimeout The number of seconds Salesforce for Outlook waits while trying to • View Setup and
establish an HTTP connection with Salesforce. The value must be 15–360 Configuration
seconds. The default is 30. To create, edit, or delete
configurations:
MaxLogFileSize The maximum file size of the sync log you maintain. Value must be 1–128
• Manage Email Client
MB, and the default is 1.
Configurations
MaxRetries The number of times Salesforce for Outlook tries to connect to Salesforce.
The value must be from 0 through 10. 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 Datasets for Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Salesforce for Outlook Default Configurations

Learn about sync settings that come with Salesforce for Outlook if you don’t add them to custom
EDITIONS
Outlook configurations. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Experience, if Salesforce
The setting Is Classic is available in your
for org.

Salesforce Side Enabled Available with the purchase

Panel of Sales Cloud or
Government Cloud in:
Add Email Enabled Personal, Contact
Contacts Manager, Professional,
• Sync Direction—Sync both ways Enterprise, Performance,
• Conflict Behavior—Outlook always wins Unlimited, and Developer
• Filters Editions

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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Sales Productivity Salesforce for Outlook (Retiring)

Define Datasets for Salesforce for Outlook

Datasets consist of filters that limit what records sync. Each configuration must have a dataset in
EDITIONS
order for users to sync with Outlook. Salesforce for Outlook is scheduled for full retirement in June
2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
The Outlook Configuration detail page shows a summary of the configuration's current filters. Classic is available in your
org.
Note: If your company uses Platform Encryption, you can’t set filters on fields you encrypted.
Available with the purchase
Otherwise, Salesforce for Outlook can’t sync contacts, events, or tasks for users assigned to
of Sales Cloud or
that configuration.
Government Cloud in:
1. From Setup, enter Outlook Configurations in the Quick Find box, then select Personal, Contact
Outlook Configurations. Manager, Professional,
Enterprise, Performance,
2. Click the name of an Outlook configuration.
Unlimited, and Developer
3. In the datasets related list, click Edit. Editions
4. Specify filters.
5. To see how many items sync with the filters you’ve specified, you can check the dataset size. USER PERMISSIONS
6. Click Save. To view configurations:
• View Setup and
Learn about Datasets for Salesforce for Outlook Configuration

Configure Contact Filters for Salesforce for Outlook To create, edit, or delete
configurations:
Specify which contacts sync between Microsoft® Outlook® and Salesforce for your sales teams.
• Manage Email Client
Salesforce for Outlook is scheduled for full retirement in June 2024. Configurations
Salesforce for Outlook Contact Filters To create, edit, or delete
Contact filters control the number of records that Salesforce for Outlook users can sync between datasets:
Outlook and Salesforce. Review these tips when using contact filters. Salesforce for Outlook is • Sync Direction can't be
scheduled for full retirement in June 2024. Don't sync
Configure Event Filters for Lightning Sync and Salesforce for Outlook
Specify which events sync between Microsoft® Outlook® and Salesforce for your sales teams.
Salesforce for Outlook is scheduled for full retirement in June 2024.
Create Task Filters for Salesforce for Outlook
Specify which tasks sync between Microsoft® Outlook® and Salesforce for your sales teams. Salesforce for Outlook is scheduled for
full retirement in June 2024.
Sample Lightning Sync and Salesforce for Outlook Datasets
Because users with the same role usually have similar data sync requirements, many administrators create sync configurations based
on the positions in their organization. The following sample datasets are 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). Salesforce for Outlook
is scheduled for full retirement in June 2024.

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Check the Size of Salesforce for Outlook Datasets

You can use the Get Record Count button to check how many records 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. Salesforce for Outlook is scheduled for full retirement in June 2024.

SEE ALSO:
Sample Lightning Sync and Salesforce for Outlook Datasets
Salesforce for Outlook Contact Filters
Outlook Configurations and Email Application Publisher Layouts
Check the Size of Salesforce for Outlook Datasets

Learn about Datasets for Salesforce for Outlook

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. EDITIONS
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic (not available in all
orgs)
Datasets consist of filters that limit what records sync.
Available in: Lightning
Knowing What Syncs Experience, if Salesforce
Classic is available in your
Salesforce for Outlook syncs records based on definitions in data sets, along with records related org.
to them.
Available with the purchase
of Sales Cloud or
Understanding Limits to Datasets Government Cloud in:
When using data sets, users can sync up to 5,000 records per filter between Microsoft® Outlook® Personal, Contact
and Salesforce at a time. This means that if users have more than 5,000 records to sync based on Manager, Professional,
Enterprise, Performance,
the configuration of their data sets, Salesforce for Outlook don't sync some of them. In addition,
Unlimited, and Developer
users find that syncing these large quantities of records can slow down the sync process. You can,
Editions
however, increase the limits for the number of records users can sync. Keep in mind that you can't
reduce the likelihood of the sync process slowing down.
USER PERMISSIONS
Increasing Limits to Datasets To view configurations:
If your users are working with more than 5,000 records, you can configure their datasets so that • View Setup and
they can sync larger quantities of records. Edit their datasets to include additional filters. For example, Configuration
under Filter By Record Ownership in the Contact Filters section, choose Selected Contacts. Then, To create, edit, or delete
choose User's Records under Contacts, Contacts on Opportunities, and Contacts on Accounts. configurations:
Because the dataset now has three filters, your users can now sync up to 15,000 contact records. • Manage Email Client
Configurations
Keep in mind that these various filters you set up don't necessarily select records that are mutually
exclusive. Therefore, the sync process doesn’t sync exactly 15,000 records. To avoid this situation, To create, edit, or delete
datasets:
you can further refine the group of contacts you want to sync. Define additional parameters under
• Sync Direction can't be
Filter By Additional Objects and Fields.
Don't sync
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, your users can find that the sync process selects records in a random fashion.

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Sales Productivity Salesforce for Outlook (Retiring)

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 expect to sync.

SEE ALSO:
Configure Contact Filters for Salesforce for Outlook
Configure Event Filters for Lightning Sync and Salesforce for Outlook
Create Task Filters for Salesforce for Outlook
Check the Size of Salesforce for Outlook Datasets

Configure Contact Filters for Salesforce for Outlook

USER PERMISSIONS EDITIONS

To view configurations: View Setup and Configuration Available in: Salesforce

Classic (not available in all
To create, edit, or delete configurations: Manage Email Client Configurations
orgs)
To filter contacts by opportunity teams: Opportunity Team Selling
Available in: Lightning
To filter contacts by account teams: Account Teams Experience, if Salesforce
Classic is available in your
To create, edit, or delete datasets : Sync Direction can't be Don't sync org.

Available with the purchase

of Sales Cloud or
Specify which contacts sync between Microsoft® Outlook® and Salesforce for your sales teams.
Government Cloud in:
Salesforce for Outlook is scheduled for full retirement in June 2024.
Personal, Contact
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Manager, Professional,
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Enterprise, Performance,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Unlimited, and Developer
See Move from Salesforce for Outlook to the Next-Generation Products. Editions

Datasets consist of filters that limit what records sync. For example, you 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 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

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Sales Productivity Salesforce for Outlook (Retiring)

For To allow users to sync Select

All contacts they and their subordinates in the role User's Team's Records
hierarchy own

Contacts on Contacts related to their opportunities User's Records

Opportunities
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 User's Team's Records

subordinates in the role hierarchy own

Contacts related to accounts of which they are a User's Account Teams' Records
team member, but not accounts that users own

4. Under Filter By Additional Objects and Fields, add the field-level filters you need.
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 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 Datasets for Salesforce for Outlook
Check the Size of Salesforce for Outlook Datasets
Sample Lightning Sync and Salesforce for Outlook Datasets

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Salesforce for Outlook Contact Filters

Contact filters control the number of records that Salesforce for Outlook users can sync between
EDITIONS
Outlook and Salesforce. Review these tips when using contact filters. Salesforce for Outlook is
scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
• The criteria you specify are AND based. That is, if you specify more than one criterion, the result Classic is available in your
includes only records that match all of the criteria. org.

• If entering a date, use the format allowed by your Locale setting. You can also use special Available with the purchase
date values like TODAY, NEXT WEEK, NEXT YEAR, LAST <number> DAYS, and so on. of Sales Cloud or
Government Cloud in:
• Place quotation marks around numbers or other data that includes commas. For example
Personal, Contact
Amount equals "10,000" returns records that have an amount of $10,000 but
Manager, Professional,
Amount equals 10,000 returns $10,000 as well as $10 and $0.
Enterprise, Performance,
• When you use the “less than,” "greater than,” “less or equal,” or “greater or equal” operators on Unlimited, and Developer
fields that have numeric values, records with blank or “null” values are returned as if their value Editions
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 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
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.

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Sales Productivity Salesforce for Outlook (Retiring)

Merge Field Description

$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 Datasets for Salesforce for Outlook
Check the Size of Salesforce for Outlook Datasets

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Configure Event Filters for Lightning Sync and Salesforce for Outlook
Specify which events sync between Microsoft® Outlook® and Salesforce for your sales teams.
EDITIONS
Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Datasets consist of filters that limit what records sync. For example, most users sync only current Experience, if Salesforce
and future events, while some users need to also sync past events. Salesforce for Outlook syncs Classic is available in your
events based on their end dates rather than their start dates. For example, if you're syncing current org.
and future events only, a two-day event that started yesterday still syncs. Available with the purchase
The Data Sets section of the Outlook Configuration detail page shows a summary of the of Sales Cloud or
configuration's current event filters. Government Cloud in:
Personal, Contact
1. Define a data set for a configuration. Manager, Professional,
2. Under Events, enter one of these filters in the Greater or equal to field. Enterprise, Performance,
Unlimited, and Developer
• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m.
Editions
• 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,
USER PERMISSIONS
such as LAST 30 DAYS.
To view configurations:
3. You can use the Get Record Count button to check how many records sync for a sample • View Setup and
Salesforce for Outlook user based on the configuration's filters. Configuration
4. Save the dataset. To create, edit, or delete
configurations:
Note: The following items don't sync: all-day events beginning on the first day you're
• Manage Email Client
configured to sync, event attendees, events that have occurred in the past (unless those Configurations
events fall within an event filter that you’ve set), and recurring events that are created in
To create, edit, or delete
Lightning Experience or the Salesforce mobile app (referred to as event series). Multiday
datasets:
events sync as single events in either direction. Multi-day events do sync.
• Sync Direction can't be
Don't sync
SEE ALSO:
Sample Lightning Sync and Salesforce for Outlook Datasets
Check the Size of Salesforce for Outlook Datasets
How Events Sync with Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Create Task Filters for Salesforce for Outlook

Specify which tasks sync between Microsoft® Outlook® and Salesforce for your sales teams. Salesforce
EDITIONS
for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Datasets consist of filters that limit what records sync. For example, most users sync past-due tasks, Experience, if Salesforce
while other users sync only current and future tasks. Salesforce for Outlook syncs tasks based on Classic is available in your
their due dates rather than their start dates. For example, if you're syncing current and future tasks org.
only, a task that started yesterday still syncs. Available with the purchase
The Data Sets section of the Outlook Configuration detail page shows a summary of the of Sales Cloud or
configuration's current task filters. Government Cloud in:
Personal, Contact
1. Define a data set for a configuration. Manager, Professional,
2. Under Tasks, enter one of these filters in the Greater or equal to field. Enterprise, Performance,
Unlimited, and Developer
• TODAY—Syncs tasks that are due on or after today. The start time is 12:00 a.m.
Editions
• 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,
USER PERMISSIONS
such as LAST 30 DAYS.
To view configurations:
3. Choose whether recurring Salesforce tasks sync to Outlook. • View Setup and
Configuration
To create, edit, or delete
configurations:
• Manage Email Client
Configurations
To create, edit, or delete
datasets:
• Sync Direction can't be
Don't sync

4. You can use the Get Record Count button to check how many records sync for a sample Salesforce for Outlook user based on the
configuration's filters.
5. Save the dataset.

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

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Sales Productivity Salesforce for Outlook (Retiring)

• 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 Datasets

Sample Lightning Sync and Salesforce for Outlook Datasets

Because users with the same role usually have similar data sync requirements, many administrators
EDITIONS
create sync configurations based on the positions in their organization. The following sample
datasets are for common Salesforce groups. Your Salesforce for Outlook and Lightning Sync users Available in: Salesforce
have unique needs, but you can use these examples as a reference to help you get started creating Classic (not available in all
Outlook configurations (for Salesforce for Outlook users) and Lightning Sync configurations (for orgs)
Lightning Sync users). Salesforce for Outlook is scheduled for full retirement in June 2024.
Available in: Lightning
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Experience, if Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic is available in your
check out our next-generation products: the Outlook integration and Einstein Activity Capture. org.
See Move from Salesforce for Outlook to the Next-Generation Products.
Available with the purchase
of Sales Cloud or
Sales Manager Government Cloud in:
Personal, Contact
Sales managers usually need to see the records they own and the records of the users who report
Manager, Professional,
to them. In addition, they need to see the latest contact information for anyone associated with
Enterprise, Performance,
large deals in the pipeline and any upcoming meetings that are related to these deals. They also Unlimited, and Developer
like to have their Chatter contacts in Outlook. Editions
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 also want their
Chatter contacts, a record of the past month's meetings, and a schedule of all future meetings.

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Sales Productivity Salesforce for Outlook (Retiring)

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 of over 40% sync. They also like to sync their Chatter contacts, all future meetings, and
all meetings from the last two months.
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 Datasets for Salesforce for Outlook

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Sales Productivity Salesforce for Outlook (Retiring)

Check the Size of Salesforce for Outlook Datasets

You can use the Get Record Count button to check how many records sync for a sample Salesforce
EDITIONS
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. Salesforce Available in: Salesforce
for Outlook is scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
1. Define a dataset for a configuration. org.

2. Under Dataset Size, click the lookup icon next to the User field. Available with the purchase
of Sales Cloud or
3. Select a user. To test maximum size, choose a user who owns many records, even one who isn’t Government Cloud in:
currently assigned to the configuration. Personal, Contact
4. Click Get Record Count. The number of records that sync between Outlook and Salesforce for Manager, Professional,
that user appear. Enterprise, Performance,
Unlimited, and Developer
5. Adjust the filters or selected user and retest the dataset as needed. Nothing is saved until you
Editions
click Save.

USER PERMISSIONS
SEE ALSO:
Define Datasets for Salesforce for Outlook To view Outlook datasets:
• View Setup and
Configuration
To test Outlook datasets:
• Manage Email Client
Configurations

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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
EDITIONS
report. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
1. From Setup, enter Login History in the Quick Find box, then select Login History. Experience, if Salesforce
Classic is available in your
org.

Available with the purchase

of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To run reports:
• Run Reports

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Sales Productivity Salesforce for Outlook (Retiring)

2. See each user’s version of Salesforce for Outlook in the Application and Client Version columns.

SEE ALSO:
Salesforce for Outlook (Retiring)

Set Up Salesforce for Outlook on Your Desktop

Set Up Salesforce for Outlook on your Microsoft® Windows® desktop. That way, you can work with
EDITIONS
Salesforce from earlier versions of Microsoft® Outlook®, like Microsoft Outlook 2010. Salesforce for
Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Classic is available in your
org.
Download the Salesforce for Outlook Installer
Download the installer from Salesforce. Salesforce for Outlook is scheduled for full retirement Available with the purchase
in June 2024. of Sales Cloud or
Government Cloud in:
Install and Set Up Salesforce for Outlook
Personal, Contact
Follow these steps to install Salesforce for Outlook in your org. Manager, Professional,
Manage Your Salesforce for Outlook Configuration Enterprise, Performance,
Depending on whether your administrator lets you change your settings, customize Salesforce Unlimited, and Developer
for Outlook to fit your specific needs. Salesforce for Outlook is scheduled for full retirement in Editions
June 2024.
Uninstall Salesforce for Outlook
How to remove Salesforce for Outlook.

721
Sales Productivity Salesforce for Outlook (Retiring)

Download the Salesforce for Outlook Installer

Download the installer from Salesforce. Salesforce for Outlook is scheduled for full retirement in
EDITIONS
June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
1. Close Microsoft® Outlook®. Experience, if Salesforce
Classic is available in your
2. If you’re downloading Salesforce for Outlook for the first time, continue to the next step. If you’re org.
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 Available with the purchase
you’re upgrading from: of Sales Cloud or
Government Cloud in:
a. To upgrade from Salesforce for Outlook v2.4.2 or earlier, uninstall your current version from Personal, Contact
the Microsoft Windows® Control Panel. Manager, Professional,
b. To upgrade from Salesforce for Outlook v2.5.0. or later, continue to the next step. Enterprise, Performance,
Unlimited, and Developer
3. From your personal settings, enter Salesforce for Outlook in the Quick Find box, Editions
then select Salesforce for Outlook.
4. Click Download. Then click Save File. If the Download button is unavailable, ask your USER PERMISSIONS
administrator to assign you to an Outlook configuration.
To sync using Salesforce for
Outlook:
• Valid dataset for each
object being synced

To change sync folders:

• Your Outlook profile set
as the default in your
Outlook Mail Settings
AND
Let users modify the
If you’re an administrator, deploy installations to multiple users simultaneously using the .msi Outlook folder for
version of the installer. syncing contacts in your
Outlook configuration

SEE ALSO:
Getting Microsoft® Outlook® and Salesforce in Sync
Salesforce for Outlook (Retiring)
Salesforce for Outlook System Requirements
Install and Set Up Salesforce for Outlook
Salesforce Help: Update Your Personal Settings

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Sales Productivity Salesforce for Outlook (Retiring)

Install and Set Up Salesforce for Outlook

Follow these steps to install Salesforce for Outlook in your org.
EDITIONS
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic (not available in all
orgs)
See Move from Salesforce for Outlook to the Next-Generation Products.
1. Open the installation file you downloaded and saved, and complete the installation wizard. Available in: Lightning
Experience, if Salesforce
Note: If you don't yet have .NET 4 installed, the installation wizard installs it for you. Keep Classic is available in your
in mind that the installation wizard prompts you to restart your machine after it installs org.
.NET 4. After restarting, run the installation wizard again to complete the installation
Available with the purchase
process.
of Sales Cloud or
2. Open Microsoft® Outlook®. The setup wizard opens, and the Salesforce for Outlook icon ( ) Government Cloud in:
appears in your system tray. If the wizard doesn't open, you can start it manually. Right-click Personal, Contact
Manager, Professional,
and click Settings.
Enterprise, Performance,
3. If you want to log in to a site other than the default, click Change URL and pick the server to Unlimited, and Developer
which you want to connect. If the server you want isn't listed, select Other... and enter Editions
the URL, such as a custom domain used by your organization.
4. Enter your username and password. USER PERMISSIONS
5. Click Approve. Doing so creates a secure connection between Outlook and Salesforce. You To sync using Salesforce for
don’t have to log in again unless you encounter an error. Outlook:
• Valid dataset for each
Note: If your organization restricts IP addresses, logins from untrusted IPs are blocked object being synced
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. To change sync folders:
• Your Outlook profile set
6. Click Next, and review the sync directions set up by your administrator. To sync your Outlook as the default in your
items to different folders, click Change Folder and select folders that are within your default Outlook Mail Settings
folder or the main Mailbox folder. AND
Let users modify the
Outlook folder for
syncing contacts in your
Outlook configuration

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Sales Productivity Salesforce for Outlook (Retiring)

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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Sales Productivity Salesforce for Outlook (Retiring)

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 (Retiring)
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
EDITIONS
Outlook to fit your specific needs. Salesforce for Outlook is scheduled for full retirement in June
2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View Classic is available in your
My Configuration. org.

2. Depending on your permissions, you can: Available with the purchase

of Sales Cloud or
• Edit your email settings Government Cloud in:
• Edit your sync settings Personal, Contact
• Edit your sync direction Manager, Professional,
Enterprise, Performance,
• Edit your conflict settings
Unlimited, and Developer
• View your matching criteria Editions
• Edit your field mappings

3. Save your changes. All changes take effect the next time your data syncs. Return to your original USER PERMISSIONS
settings anytime by clicking Revert to default at the top of your modified configuration. Your
To access your Salesforce
administrator can change your settings as needed. for Outlook configuration
• Assigned to an active
Edit Your Salesforce for Outlook Email Settings configuration
See whether your administrator lets you add emails to Salesforce from Microsoft® Outlook®, and
change your email settings based on your needs. Salesforce for Outlook is scheduled for full
retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.

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Sales Productivity Salesforce for Outlook (Retiring)

Edit Conflict Settings

Specify what happens when Salesforce for Outlook encounters a conflict as it syncs records between Microsoft® Outlook® and
Salesforce. Salesforce for Outlook is scheduled for full retirement in June 2024.
View Your Salesforce for Outlook Matching Criteria
See the matching criteria your administrator assigned to you. Salesforce for Outlook is scheduled for full retirement in June 2024.
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. Salesforce for
Outlook is scheduled for full retirement in June 2024.

Edit Your Salesforce for Outlook Email Settings

See whether your administrator lets you add emails to Salesforce from Microsoft® Outlook®, and
EDITIONS
change your email settings based on your needs. Salesforce for Outlook is scheduled for full
retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View Classic is available in your
My Configuration. org.

If Add Email is selected, the Add Email and Send and Add options appear in Outlook. Available with the purchase
of Sales Cloud or
Note: If you don't see the Add Email and Send and Add options, ask your administrator Government Cloud in:
to activate Email to Salesforce. Personal, Contact
Manager, Professional,
2. Click Email to Salesforce Settings. Enterprise, Performance,
3. Enter your own email address in My Acceptable Email Addresses. If you send Unlimited, and Developer
email from more than one address, separate each address with a comma. Editions

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. USER PERMISSIONS
5. Configure Email to Salesforce to add emails as activities to matching opportunities, leads, To access your Salesforce
contacts, or all three. If you configure Email to Salesforce to associate emails to matching leads for Outlook configuration:
or contacts, Salesforce searches the To and CC fields for the email addresses of your leads or • Assigned to an active
contacts. If any leads or contacts are found, Salesforce saves the email to the Activity History configuration
related list on the appropriate record. To edit email settings:
6. If you selected leads or contacts: • Add Email
• 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.
8. To receive a confirmation email when an email is sent to Salesforce, select Email me confirmation of association.

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Sales Productivity Salesforce for Outlook (Retiring)

9. Click Save.

SEE ALSO:
Manage Your Salesforce for Outlook Configuration
Add Microsoft® Outlook® Emails to Salesforce Records
Salesforce for Outlook (Retiring)

Edit Your Salesforce for Outlook Sync Settings

Depending on whether your administrator gave you permissions, customize which items sync
EDITIONS
between Microsoft Outlook and Salesforce, and the directions they sync. Salesforce for Outlook is
scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View Classic is available in your
My Configuration. org.

2. To see which kinds of records sync, hover over filter icons ( ). Available with the purchase
of Sales Cloud or
3. To stop an item from syncing, clear its checkbox. All fields related to that item are disabled on Government Cloud in:
the page. Personal, Contact
4. Save your changes. All changes take effect the next time your data syncs. Return to your original Manager, Professional,
settings anytime by clicking Revert to default at the top of your modified configuration. Your Enterprise, Performance,
administrator can change your settings as needed. Unlimited, and Developer
Editions

SEE ALSO:
Manage Your Salesforce for Outlook Configuration
USER PERMISSIONS
Syncing Between Microsoft® Outlook® and Salesforce To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
To disable sync:
• Whether object is synced

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Sales Productivity Salesforce for Outlook (Retiring)

Customize Your Salesforce for Outlook Sync Direction

Depending on whether your administrator gave you permission, customize sync directions between
EDITIONS
Microsoft® Outlook® and Salesforce based on your preferences. Salesforce for Outlook is scheduled
for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View Classic is available in your
My Configuration. org.

2. Select one of these options under Sync Direction for a particular object. Available with the purchase
of Sales Cloud or
• Outlook to Salesforce—During its first sync, a record in Outlook creates or Government Cloud in:
updates a record in Salesforce. During future syncs, changes made to Outlook records Personal, Contact
appear in Salesforce, regardless of whether the Salesforce version has changed. In addition, Manager, Professional,
deleting a synced record in Outlook deletes its Salesforce counterpart. Salesforce changes Enterprise, Performance,
are never sent to Outlook. The required conflict behavior setting for this option is Outlook Unlimited, and Developer
always wins. This option isn't available for contacts. 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 USER PERMISSIONS
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 To access your Salesforce
changes are never sent to Salesforce. The required conflict behavior setting for this option for Outlook configuration
is Salesforce always wins. • Assigned to an active
configuration
• 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 To change sync direction
record wins. • Sync direction

3. Save your changes. All changes take effect the next time your data syncs. Return to your original
settings anytime 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

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Sales Productivity Salesforce for Outlook (Retiring)

Edit Conflict Settings

Specify what happens when Salesforce for Outlook encounters a conflict as it syncs records between
EDITIONS
Microsoft® Outlook® and Salesforce. Salesforce for Outlook is scheduled for full retirement in June
2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View Classic is available in your
My Configuration. org.

2. Under Conflict Behavior for each object you're syncing, select one of these options. Available with the purchase
of Sales Cloud or
• Salesforce always wins Government Cloud in:
• Outlook always wins Personal, Contact
Manager, Professional,
3. Save your changes. All changes take effect the next time your data syncs. Return to your original Enterprise, Performance,
settings anytime by clicking Revert to default at the top of your modified configuration. Your Unlimited, and Developer
administrator can change your settings as needed. Editions

USER PERMISSIONS

To access your Salesforce

for Outlook configuration
• Assigned to an active
configuration
To change conflict behavior
• Conflict behavior

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Sales Productivity Salesforce for Outlook (Retiring)

View Your Salesforce for Outlook Matching Criteria

See the matching criteria your administrator assigned to you. Salesforce for Outlook is scheduled
EDITIONS
for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
If you have multiple Salesforce contacts that match a contact in Outlook, Salesforce for Outlook Experience, if Salesforce
needs a way to determine which contact to sync. Your administrator sets criteria for the way Classic is available in your
Salesforce for Outlook chooses the correct contact. org.

Review the matching preference assigned to you. Available options include: Available with the purchase
of Sales Cloud or
• Most recent activity—Choose the Salesforce contact that shows the most recent Government Cloud in:
activity (such as a phone call or email), as shown in the contact’s Activity History related list. Personal, Contact
This option is the default matching criteria. Manager, Professional,
• Last updated—Choose the Salesforce contact that was most recently modified. Enterprise, Performance,
• Oldest—Choose the Salesforce contact that has the earliest creation date. Unlimited, and Developer
Editions

SEE ALSO:
USER PERMISSIONS
Manage Your Salesforce for Outlook Configuration
To access your Salesforce
for Outlook configuration
• Assigned to an active
configuration
To view your configuration
• Assigned to a
configuration

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Sales Productivity Salesforce for Outlook (Retiring)

Specify Which Salesforce Fields Sync to Microsoft® Outlook®

Depending on your Salesforce for Outlook permissions, map fields from the Salesforce records you
EDITIONS
sync to Outlook. Salesforce for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Field mappings define which Salesforce and Outlook fields correspond when items sync between Experience, if Salesforce
the two systems. Classic is available in your
org.
1. From your personal settings in Salesforce, search for Salesforce for Outlook. Then click View
My Configuration. Available with the purchase
of Sales Cloud or
2. Under Data Settings, click Edit Field Mappings under Contacts, Events, or Tasks to Government Cloud in:
display all the fields for records on that object. Personal, Contact
3. Review what Salesforce fields are mapping to each Outlook field. Manager, Professional,
Enterprise, Performance,
4. Edit the Salesforce or Outlook field mappings you want to change, or create mappings for
Unlimited, and Developer
custom fields. Salesforce for Outlook lets you edit any field mapping with a picklist. You can
Editions
add more mappings at the bottom of the list. You can remove mappings by clicking the X next
to the mapping.
USER PERMISSIONS
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 To access your Salesforce
Salesforce can cause sync errors. For example, you map a custom Salesforce field that for Outlook configuration
requires a unique value. If you enter a non-unique value in the Outlook field, you receive • Assigned to an active
a sync error. configuration
To change field mappings
5. Click Save. Field mappings begin syncing on items the next time those items are updated in • Let users modify Field
either Salesforce or Outlook. Return to your original settings anytime by clicking Revert to mappings in
default at the top of your modified configuration. Your administrator can change your settings configuration
as needed.

SEE ALSO:
Manage Your Salesforce for Outlook Configuration

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Sales Productivity Salesforce for Outlook (Retiring)

Uninstall Salesforce for Outlook

How to remove Salesforce for Outlook.
EDITIONS
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic (not available in all
orgs)
See Move from Salesforce for Outlook to the Next-Generation Products.
1. Close Outlook. Available in: Lightning
Experience, if Salesforce
2. Right-click the sync icon ( ) and select Exit. Classic is available in your
3. Using your Windows Add or Remove Programs tool, remove Salesforce for Outlook. org.
4. If you’re reinstalling Salesforce for Outlook, remove the old Salesforce for Outlook database files Available with the purchase
in C:\Users\username\AppData\Roaming\salesforce.com\Salesforce of Sales Cloud or
for Outlook\DB\. Government Cloud in:
Personal, Contact
If you don’t remove the old database files, Salesforce for Outlook continues to sync using your
Manager, Professional,
old settings.
Enterprise, Performance,
Unlimited, and Developer
Editions

Manage How Microsoft® Outlook® Items Sync with Salesforce

Manage your contacts, events, and tasks using Outlook categories to get your Outlook items to
EDITIONS
sync with Salesforce the way you want—by either selecting the items you want to sync, or syncing
all your items, and selecting the items you want to prevent from syncing. Salesforce for Outlook is Available in: Salesforce
scheduled for full retirement in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
View your sync settings from the Windows® system tray, and then manage how you sync your org.
Outlook items with Salesforce. Available with the purchase
1. Right-click the Salesforce for Outlook icon ( ) in the system tray. of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
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 733.
• If you’re set up to sync with the Sync All Outlook Items option, Salesforce for Outlook syncs all your Outlook items.
Assign the category Don’t Sync with Salesforce to the items you want to prevent from syncing on page 734.

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Sales Productivity Salesforce for Outlook (Retiring)

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. Salesforce for Outlook is
scheduled for full retirement in June 2024.
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. Salesforce for Outlook is scheduled for full retirement
in June 2024.
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. Salesforce for Outlook is scheduled
for full retirement in June 2024.

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
EDITIONS
Only the Outlook Items I Select option in Salesforce for Outlook, you’ll need to
select which Outlook items you want to sync. Salesforce for Outlook is scheduled for full retirement Available in: Salesforce
in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
org.
1. In Outlook, select the contacts, events, and tasks you want to sync.
2. On the Outlook ribbon, click Categorize. Available with the purchase
of Sales Cloud or
3. Select the category Sync with Salesforce. Government Cloud in:
The items you categorized will start syncing during the next sync cycle. Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

733
Sales Productivity Salesforce for Outlook (Retiring)

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
EDITIONS
All Outlook Items option in Salesforce for Outlook, you can still control which items you
don’t want to sync. Salesforce for Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. In Outlook, select the contacts, events, and tasks you want to prevent from syncing. Classic is available in your
org.
2. On the Outlook ribbon, click Categorize.
Available with the purchase
3. Select the category Don’t Sync with Salesforce.
of Sales Cloud or
The items you categorized will stop syncing after the next sync cycle. Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

Delete Items Syncing with Salesforce for Outlook

Remove an item syncing with Salesforce for Outlook from both Salesforce and Outlook by deleting
EDITIONS
the item in one system only. Take care to give special treatment to recurring tasks and
recently-updated items you want to delete. Salesforce for Outlook is scheduled for full retirement Available in: Salesforce
in June 2024. Classic (not available in all
orgs)
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Lightning
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Experience, if Salesforce
See Move from Salesforce for Outlook to the Next-Generation Products. Classic is available in your
First, check the sync direction for the contact, event, or task you want to delete. Next, delete the org.
item from the system in which the item is set to flow from. If your items are set to sync in both Available with the purchase
directions, you can delete items from either system. of Sales Cloud or
As a result, Salesforce for Outlook automatically removes the corresponding item in the other system. Government Cloud in:
Personal, Contact
Note: Recurring tasks only sync from Salesforce, so there’s no need to check the sync direction Manager, Professional,
before deleting those items: always delete recurring tasks in Salesforce. Enterprise, Performance,
Unlimited, and Developer
1. From your personal settings, enter Salesforce for Outlook in the Quick Find
Editions
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
3. Delete the item in the system from which sync is flowing. To delete items syncing
For example, if you want to delete a contact, and your contacts are set to sync from Outlook to between Salesforce and
Salesforce, delete the contact in Outlook. Outlook
The item you deleted is removed from both systems during the next sync cycle. • Delete on all objects that
users want to delete
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

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Sales Productivity Salesforce for Outlook (Retiring)

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

Access Salesforce for Outlook settings and tools through the system tray application.
EDITIONS
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024.
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Available in: Salesforce
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Classic (not available in all
orgs)
See Move from Salesforce for Outlook to the Next-Generation Products.
After you install Salesforce for Outlook, an icon ( ) appears in your Microsoft® Windows system Available in: Lightning
tray. Experience, if Salesforce
Classic is available in your
org.

Available with the purchase

of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

From the system tray icon, you can:

• 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 732
• Change your login information
• Hide alerts
• View errors
• Change your sync folders
• Access the Salesforce for Outlook online help
Access the System Tray Application
• If you don't see the icon, 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 need to start Outlook.
• If you don’t see the icon, click the arrow next to the system tray and drag the Salesforce for Outlook icon to the system tray.

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Sales Productivity Salesforce for Outlook (Retiring)

View 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.
Change Your Salesforce for Outlook Login Information
If your Salesforce username or password changes, you need to update your login information in Salesforce for Outlook.
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. Salesforce for Outlook is scheduled for full retirement in June 2024.
Hide Salesforce for Outlook Alerts
If you don’t want to see system tray alerts for sync and other errors, you can hide them. Salesforce for Outlook is scheduled for full
retirement in June 2024.
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.
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 is scheduled for full retirement in June 2024.

View the Salesforce for Outlook Sync Log

The sync log records troubleshooting information for Salesforce for Outlook, including the number
EDITIONS
of records that had errors and the number of records that were created, updated, or deleted during
sync. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
To view this log, right-click the system tray icon ( ) and click Sync > View Sync Log. Classic is available in your
org.

SEE ALSO: Available with the purchase

of Sales Cloud or
Access Salesforce for Outlook Settings and Tools
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

736
Sales Productivity Salesforce for Outlook (Retiring)

Change Your Salesforce for Outlook Login Information

If your Salesforce username or password changes, you need to update your login information in
EDITIONS
Salesforce for Outlook.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
1. Right-click the system tray icon ( ) on your desktop and select Settings... Experience, if Salesforce
Classic is available in your
2. Click Change User. org.
3. Enter your correct Salesforce username and password, and click Login. Doing so creates a
Available with the purchase
secure connection between Outlook and Salesforce. You don’t have to log in again unless you of Sales Cloud or
encounter an error. Government Cloud in:
4. Click Allow to give Salesforce for Outlook access to Salesforce. Personal, Contact
Manager, Professional,
5. Click Next and then click Save.
Enterprise, Performance,
Unlimited, and Developer
SEE ALSO: Editions
Access Salesforce for Outlook Settings and Tools
USER PERMISSIONS

To log in to Salesforce for

Outlook
• Assigned to an active
configuration

737
Sales Productivity Salesforce for Outlook (Retiring)

Change Your Salesforce for Outlook Sync Folders

If you want to sync contacts, events, and tasks between Microsoft® Outlook® and Salesforce, you
EDITIONS
can set up Salesforce for Outlook to sync items in the Outlook folders of your choice. Salesforce for
Outlook is scheduled for full retirement in June 2024. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
1. Right-click the system tray icon ( ) on your desktop and select Settings... Classic is available in your
org.
2. Click Change Folder and select or create a folder that’s within your default folders or the main
Mailbox folder. Available with the purchase
of Sales Cloud or
3. Click Save. Government Cloud in:
Personal, Contact
SEE ALSO: Manager, Professional,
Enterprise, Performance,
Access Salesforce for Outlook Settings and Tools
Unlimited, and Developer
Editions

USER PERMISSIONS

To change sync folders:

• Assigned to an active
configuration
AND
Your Outlook profile set
as the default in your
Outlook Mail Settings

738
Sales Productivity Salesforce for Outlook (Retiring)

Hide Salesforce for Outlook Alerts

If you don’t want to see system tray alerts for sync and other errors, you can hide them. Salesforce
EDITIONS
for Outlook is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Right-click the system tray icon ( ) and click Hide Alerts. Experience, if Salesforce
Classic is available in your
org.
SEE ALSO:
Available with the purchase
Access Salesforce for Outlook Settings and Tools
of Sales Cloud or
Government Cloud in:
Personal, Contact
Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

View Salesforce for Outlook Errors

Whenever Salesforce for Outlook has problems syncing your data, the system tray icon changes to
EDITIONS
an error icon, and the status text at the top of the system tray shortcut menu displays the number
of errors. Available in: Salesforce
Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Classic (not available in all
orgs)
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce,
check out our next-generation products: the Outlook integration and Einstein Activity Capture. Available in: Lightning
See Move from Salesforce for Outlook to the Next-Generation Products. Experience, if Salesforce
Classic is available in your
Note: This image represents the error icon: . org.
To view these errors, double-click the system tray icon or click the text in the shortcut menu to Available with the purchase
open the Salesforce for Outlook Error dialog box. If an error relates to a specific Outlook record, you of Sales Cloud or
can click the record's link to edit that record in Outlook. Government Cloud in:
To refresh the list after you resolve errors, click Try Again. Salesforce for Outlook syncs your data Personal, Contact
and removes any errors that have been resolved. Manager, Professional,
Enterprise, Performance,
Unlimited, and Developer
SEE ALSO: Editions
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 is scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

739
Sales Productivity Salesforce for Outlook (Retiring)

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.

Salesforce for Outlook FAQ

Find answers to frequently asked questions about Salesforce for Outlook. Salesforce for Outlook is
EDITIONS
scheduled for full retirement in June 2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. Available in: Salesforce
See Salesforce for Outlook Retirement. To keep integrating Microsoft Outlook with Salesforce, Classic (not available in all
orgs)
check out our next-generation products: the Outlook integration and Einstein Activity Capture.
See Move from Salesforce for Outlook to the Next-Generation Products. Available in: Lightning
Experience, if Salesforce
Category Questions Classic is available in your
org.
General Salesforce for What's the difference between private items in both Salesforce and
Outlook Questions Available with the purchase
Microsoft® Outlook®?
of Sales Cloud or
Government Cloud in:
Installing Salesforce Does Salesforce for Outlook support terminal servers? Personal, Contact
for Outlook
Why is my Salesforce for Outlook installation failing on the prerequisites Manager, Professional,
screen? Enterprise, Performance,
Unlimited, and Developer
Configuring Editions
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 datasets?

Syncing with Should I sync Outlook or use import wizards to upload my data into
Salesforce for Outlook 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 Why does Salesforce for Outlook create duplicate records in Microsoft®
Records Outlook®?
Why does Salesforce for Outlook create duplicate contacts in Salesforce
and Microsoft® Outlook®?

740
Sales Productivity Salesforce for Outlook (Retiring)

Category Questions
Why does Salesforce for Outlook delete my Outlook records after I sync?

Adding Emails to Salesforce Which email integration product is right for my company?
Records
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®?
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.
Does Salesforce for Outlook support terminal servers?
No. Salesforce for Outlook does not support terminal servers, such as Citrix.
Why is my Salesforce for Outlook installation failing on the prerequisites screen?
It’s possible that your system doesn’t meet all system requirements for Salesforce for Outlook. Verify your system meets these
requirements, then try installing Salesforce for Outlook again.
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.
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.>
Can I use filter logic in Salesforce for Outlook datasets?
Admins can use filter logic to limit which records your users sync using Salesforce for Outlook, but users can’t.
Can I sync person accounts by using Salesforce for Outlook?
No. You can’t upload person accounts by using Salesforce for Outlook. Salesforce for Outlook is scheduled for full retirement in June
2024.
Can I add cases using Salesforce for Outlook?
Yes, Salesforce for Outlook supports adding emails to Salesforce as cases.
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.

741
Sales Productivity Salesforce for Outlook (Retiring)

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 can create duplicate records in Outlook.
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
can create duplicate contacts in both Salesforce and Outlook.
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.
Why isn't Salesforce for Outlook adding emails to the right contact or lead in Salesforce?
There are different reasons why Salesforce for Outlook isn’t adding emails to the right contact or lead in Salesforce.
Why can't I add emails to Salesforce?
Your email address isn't authorized in Salesforce.
When I add emails to Salesforce, how can I include email attachments?
Yes. If you meet the requirements, you can include email attachments when you add emails to Salesforce.
How do I enable contacts for sync in Salesforce for Outlook?
Your administrator needs to perform two tasks before you can sync contacts between Microsoft® Outlook® and Salesforce.
How does Salesforce for Outlook protect emails?
Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for
Outlook.
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.
How secure is Salesforce for Outlook?
Salesforce for Outlook, a .NET application you install on your machine, securely connects to Salesforce.

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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

Item Private in Outlook Marked private in Salesforce

Contacts Your Exchange administrator can see your contacts. Other Salesforce users can see contacts that are associated
Other users cannot. 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.

742
Sales Productivity Salesforce for Outlook (Retiring)

Item Private in Outlook Marked private in Salesforce

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 (Retiring)
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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

SEE ALSO:
Salesforce for Outlook (Retiring)

Why is my Salesforce for Outlook installation failing on the prerequisites screen?

It’s possible that your system doesn’t meet all system requirements for Salesforce for Outlook. Verify your system meets these requirements,
then try installing Salesforce for Outlook again.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

SEE ALSO:
Salesforce for Outlook (Retiring)
Install and Set Up Salesforce for Outlook
Salesforce for Outlook System Requirements

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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
These field types are available to map.
• Outlook text fields

743
Sales Productivity Salesforce for Outlook (Retiring)

• 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.>

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

SEE ALSO:
Manage Your Salesforce for Outlook Configuration

Can I use filter logic in Salesforce for Outlook datasets?

Admins can use filter logic to limit which records your users sync using Salesforce for Outlook, but users can’t.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

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. Salesforce for Outlook is scheduled for full retirement in June
2024.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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.

744
Sales Productivity Salesforce for Outlook (Retiring)

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

SEE ALSO:
Create Cases from the Outlook Ribbon with Salesforce for Outlook
Set Up Create Case for Salesforce for Outlook Users

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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

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 can create duplicate records in Outlook.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
Duplicate records can be created 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. Removing the duplicates in Outlook ensures that you don't delete information in Salesforce to which
other users 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
can create duplicate contacts in both Salesforce and Outlook.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

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Sales Productivity Salesforce for Outlook (Retiring)

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 issue, coordinate with your team members so you share the same contact information. You 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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
These records 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
If you try to sync a record from Outlook to Salesforce that doesn’t fit in these categories, the sync process attempts 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?
There are different reasons why Salesforce for Outlook isn’t adding emails to the right contact or lead in Salesforce.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
One of the errors is occurring.

If you see Salesforce for Outlook can be adding To resolve this issue
your emails to
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

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Sales Productivity Salesforce for Outlook (Retiring)

If you see Salesforce for Outlook can be adding To resolve this issue
your emails to
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?

Your email address isn't authorized in Salesforce.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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

When I add emails to Salesforce, how can I include email attachments?

Yes. If you meet the requirements, you can include email attachments when you add emails to Salesforce.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
• 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.
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 Outlook
integration, 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.

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Sales Productivity Salesforce for Outlook (Retiring)

If you’re using You enable Your administrator enables Add attachments to

Salesforce like this
Outlook integration Outlook integration in supported Outlook Integration and Email After you select to log the email
versions of Microsoft® Outlook, to Salesforce in Salesforce Setup to Salesforce from Outlook,
by selecting Manage select the option to include
add-ins. If the integration attachments.
isn’t available, add it from the
Microsoft® AppSource Store or
ask your email admin to add it
for you.
In Salesforce, set your
preferences in My Email to
Salesforce in your Email
settings, with Always save
email attachments
selected

Salesforce for Outlook with side Side Panel and Add Automatically, after you add an
panel Email in your Outlook email to Salesforce from the side
configuration 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 Email to Salesforce Email to Salesforce Automatically, after you add an
side panel in your Email settings, with in Salesforce Setup and an active email to Salesforce using the
Always save email Outlook configuration that Add Emails or Send and
attachments selected includes you Add buttons in Outlook.

Email to Salesforce Email to Salesforce Email to Salesforce Automatically, after you send the
in your Email settings, with in Salesforce Setup email to your Email to Salesforce
Always save email address.
attachments selected

Gmail Integration Gmail integration in your G Suite Gmail Integration in Salesforce After you log the email from
Gmail account. If the integration Setup Gmail, select the option to
isn’t available, add the Chrome™ include attachments.
extension from the Chrome Web
Store.

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Sales Productivity Salesforce for Outlook (Retiring)

If you’re using You enable Your administrator enables Add attachments to

Salesforce like this
Salesforce Inbox The Salesforce Inbox application Salesforce Inbox in Salesforce When you log an email to
on iOS™ and Android™ devices. Setup Salesforce, any attachments in
If the application is not available, the email are logged.
get it from the App Store or
Google Play Store.

SEE ALSO:
Email 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 two tasks before you can sync contacts between Microsoft® Outlook® and Salesforce.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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 dataset for that configuration.
After your administrator performs those tasks, you have permissions to enable contacts for sync by completing the following procedure.
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
Learn about Datasets for Salesforce for Outlook

How does Salesforce for Outlook protect emails?

Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for
Outlook.

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Sales Productivity Extended Mail Merge

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

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.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.

How secure is Salesforce for Outlook?

Salesforce for Outlook, a .NET application you install on your machine, securely connects to Salesforce.

Important: Full product retirement for Salesforce for Outlook is scheduled for June 2024. See Salesforce for Outlook Retirement.
To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and
Einstein Activity Capture. See Move from Salesforce for Outlook to the Next-Generation Products.
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.

Extended Mail Merge

With Extended Mail Merge, you can merge data from your Salesforce accounts, contacts, leads,
EDITIONS
cases. opportunities, and custom objects into Microsoft Word documents. The documents can be
made into form letters, envelopes, labels, or any Word document that you want to personalize for Available in: Salesforce
recipients. You can generate documents one at a time, or generate documents in bulk using mass Classic (not available in all
mail merge. orgs)

Available in: All editions

Set Up Extended Mail Merge
To set up Extended Mail Merge for your sales reps, you must turn on the feature in Salesforce.
Then you must create a mail merge template in Microsoft Word (or download our sample templates). Last, you must upload your
template to Salesforce so that your reps can access it.
Guidelines for Creating Extended Mail Merge Templates
Follow these guidelines when creating your mail merge templates for Extended Mail Merge.

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Sales Productivity Extended Mail Merge

Considerations for Creating Extended 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.
Generate Mail Merge Documents Using Extended Mail Merge
Use Extended Mail Merge to generate a mail merge document that includes field data from your accounts, contacts, leads, cases,
opportunities, and custom objects. Or you can generate multiple documents at the same time.
Considerations for Using Extended Mail Merge
Consider these items when using Extended Mail Merge to generate Microsoft Word mail merge documents.

SEE ALSO:
Generate Mass Mail Merge Documents
Generate a Single Mail Merge Document

Set Up Extended Mail Merge

To set up Extended Mail Merge for your sales reps, you must turn on the feature in Salesforce. Then
EDITIONS
you must create a mail merge template in Microsoft Word (or download our sample templates).
Last, you must upload your template to Salesforce so that your reps can access it. Available in: Salesforce
Classic (not available in all
Turn On Extended Mail Merge orgs)
The first step to setting up Extended Mail Merge is to turn on the feature. You can also decide Available in: All editions
how sales reps access their mail merged Microsoft Word documents.
Create or Download Mail Merge Templates
Mail merge templates define the content of a form letter, envelope, label, or other mail merge document. Before sales reps can
generate mail merged documents using Extended Mail Merge, someone on your sales team must create a mail merge template in
Microsoft Word. Or you can use our downloadable sample templates.
Upload Mail Merge Templates to Salesforce
Before sales reps can send mail merge documents from their Salesforce records using Extended Mail Merge, Salesforce admins must
upload a Microsoft Word mail merge template to Salesforce.

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Sales Productivity Extended Mail Merge

Turn On Extended Mail Merge

The first step to setting up Extended Mail Merge is to turn on the feature. You can also decide how
EDITIONS
sales reps access their mail merged Microsoft Word documents.
1. From Setup, in the Quick Find box, enter User Interface, and then select User Interface. Available in: Salesforce
Classic (not available in all
2. Select Enable Extended Mail Merge.
orgs)
3. Indicate whether you want mail merged documents to be saved to the My Personal Documents
folder of the user who generated the mail merge. If you don’t select this option, only documents Available in: All editions
over 3 MB are saved to the user’s documents. Smaller documents are emailed to the user.
After you turn on Extended Mail Merge, you must decide what you want your template to look like. USER PERMISSIONS
You can either create your own mail merge templates in Microsoft Word or use one of our
To turn on Extended Mail
downloadable templates. Then you must upload your template to Salesforce.
Merge
• Customize Application
AND
Modify All Data

Create or Download Mail Merge Templates

Mail merge templates define the content of a form letter, envelope, label, or other mail merge
EDITIONS
document. Before sales reps can generate mail merged documents using Extended Mail Merge,
someone on your sales team must create a mail merge template in Microsoft Word. Or you can use Available in: Salesforce
our downloadable sample templates. Classic (not available in all
orgs)
Create Mail Merge Templates in Microsoft Word Available in: All editions
Admins or sales teams can create a custom mail merge template in Microsoft Word for Extended
Mail Merge.
Download Sample Mail Merge Templates for Extended Mail Merge
Download our sample Microsoft Word mail merge templates so that sales reps can use them for Extended Mail Merge. If you want,
you can customize the templates in Word before you upload them.

SEE ALSO:
Extended Mail Merge
Considerations for Creating Extended Mail Merge Templates
Generate a Single Mail Merge Document

Create Mail Merge Templates in Microsoft Word

Admins or sales teams can create a custom mail merge template in Microsoft Word for Extended
EDITIONS
Mail Merge.
To build a template for extended mail merge, draft the desired text for your document in Microsoft Available in: Salesforce
Word. Whereever you want to insert field data from your Salesforce records—for example a contact’s Classic (not available in all
name and address—, you insert Word merge fields that reference Salesforce data. Here’s how you orgs)
do it.
Available in: All editions

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Sales Productivity Extended Mail Merge

Tip: For help with creating your template, see Guidelines for Creating Mail Merge Templates on page 754.

1. Create lists of the standard and custom fields available in your Salesforce organization for reference in your merge templates. See
Locate Record Field Names for Mail Merge.
2. Open a new blank document in Microsoft Word 2007.
3. Use Word to compose the document so it contains the text, data, and formatting your users require.
4. Locate the text or data variables in your Word document that you want to change each time the template is used. For example, in
the salutation “Dear Bob,” “Bob” is a variable because you want it to change when the letter is sent to a different person.
5. 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.
c. Select Mail Merge in the Categories dropdown.
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. Refer to the list of the standard and custom fields available in your Salesforce
organization that you identified in step 1
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.

6. Save your Word document.

After you finalize your mail merge template, a Salesforce administrator must upload the template to Salesforce so that sales reps can
access it.

SEE ALSO:
Create or Download Mail Merge Templates
Extended Mail Merge

Download Sample Mail Merge Templates for Extended Mail Merge

Download our sample Microsoft Word mail merge templates so that sales reps can use them for
EDITIONS
Extended Mail Merge. If you want, you can customize the templates in Word before you upload
them. Available in: Salesforce
1. Download the sample mail merge templates and unzip the files to a convenient directory on Classic (not available in all
your hard drive. orgs)

2. Review the instructions provided in Available in: All editions

salesforce_mailmerge_templates_howto.doc.
3. Open the desired sample template in Microsoft Word.

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Sales Productivity Extended Mail Merge

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.
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 displays in curly braces as follows: {MERGEFIELD Contact_FullName \* MERGEFORMAT}

7. Change or add merge fields as necessary. For help, see Create Mail Merge Templates from Microsoft Word.
8. Save your Word document.
After you finalize your mail merge template, a Salesforce administrator must upload the template to Salesforce so that sales reps can
access it.

SEE ALSO:
Create or Download Mail Merge Templates
Considerations for Using Merge Fields in Email Templates and Letterheads
Extended Mail Merge

Upload Mail Merge Templates to Salesforce

Before sales reps can send mail merge documents from their Salesforce records using Extended
EDITIONS
Mail Merge, Salesforce admins must upload a Microsoft Word mail merge template to Salesforce.

Tip: Before uploading a template, we recommend reviewing Considerations for Creating Uploading mail merge
Extended Mail Merge Templates on page 755. templates is available in:
both Salesforce Classic (not
1. In Salesforce, from Setup, enter Mail Merge Templates in the Quick Find box, available in all orgs) and
then select Mail Merge Templates. Lightning Experience (not
2. Click New Template. available in all orgs)

3. Enter a name and description for the template. Doing so helps users correctly choose a template Generating mail merges is
when generating mail merged documents. available in: Salesforce
Classic
Choose the appropriate document type: Document, Label, or Envelope.
Available in: All editions
4. Click Browse or Choose File to upload your Word mail merge template from your computer
to Salesforce.
USER PERMISSIONS
5. Click Save.
To upload and edit mail
merge templates:
SEE ALSO:
• View Setup and
Create or Download Mail Merge Templates Configuration
Generate Emails From Records AND
Extended Mail Merge Manage Classic Email
Public Templates

Guidelines for Creating Extended Mail Merge Templates

Follow these guidelines when creating your mail merge templates for Extended Mail Merge.

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Sales Productivity Extended Mail Merge

Microsoft Word File Guidelines

• Don’t configure mail merge templates as “protected” or “restricted access” in Microsoft Word. Refer to Word's help for information
about protected Word documents.
• Don’t connect mail merge templates to external data sources such as Excel worksheets or Access databases. Refer to Word's help
for information about restoring mail merge documents to what Word calls “normal Word documents.”
• Don’t save templates in .dotx file formats.

Syntax and Formatting

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.

Guidelines for Using Opportunity Product Data

You can download sample mail merge templates, which include a table of opportunity product data and modify this table as needed
for your template. The Opportunity_LineItem_Start merge field must be inserted before all opportunity product merge
fields and the Opportunity_LineItem_End merge field must be inserted 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
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 dropdown.
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.

Considerations for Creating Extended Mail Merge Templates

When you use merge fields in mail merge templates, you can incorporate data from your records
EDITIONS
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. Available in: Salesforce
• Extended Mail Merge supports Microsoft Word 2007. Classic (not available in all
orgs)
• Extended Mail Merge doesn’t support templates saved in .dotx file formats.
• Users can only generate mail merge documents for fields that are accessible to them via page Available in: All editions
layout and field-level security settings.
• Extended mail merge doesn’t support formatting from rich text area fields.

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Sales Productivity Extended Mail Merge

• 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 can’t be used in mail merge templates.

Generate Mail Merge Documents Using Extended Mail Merge

Use Extended Mail Merge to generate a mail merge document that includes field data from your
EDITIONS
accounts, contacts, leads, cases, opportunities, and custom objects. Or you can generate multiple
documents at the same time. Available in: Salesforce
Classic (not available in all
Generate a Single Mail Merge Document orgs)
With Extended Mail Merge, you can generate a single mail merge document that includes field Available in: All editions
data from your accounts, contacts, leads, cases, opportunities, and custom objects.
Generate Mass Mail Merge Documents
With Extended Mail Merge, you can generate mail merge Microsoft® Word documents—such as form letters with matching envelopes
and address labels—for multiple records at the same time.

Generate a Single Mail Merge Document

With Extended Mail Merge, you can generate a single mail merge document that includes field
EDITIONS
data from your accounts, contacts, leads, cases, opportunities, and custom objects.

Important: Where possible, we changed noninclusive terms to align with our company Available in: Salesforce
value of Equality. We maintained certain terms to avoid any effect on customer Classic (not available in all
orgs)
implementations.
Available in: All editions
Note: Before generating your mail merge, we recommend reviewing Considerations for
Using Extended Mail Merge on page 758.
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.
1. Click Mail Merge in the Activity History related list on the appropriate record.
2. Verify that the appropriate record is chosen for merging. If not, use the lookup to specify a different record.
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. Depending on your settings, 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, you’re prompted to create a task and a follow-up task.
The Subject of the mail merge task is set to the mail merge template name by default. The task is displayed as a completed
activity in the Activity History related list. The merged document isn’t stored with the task.
If you meet these requirements, you can log an activity for mail merge.
• You have access to view or edit the record that you’re merging.

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Sales Productivity Extended Mail Merge

• You’re 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.

SEE ALSO:
Extended Mail Merge
Generate Mass Mail Merge Documents

Generate Mass Mail Merge Documents

With Extended Mail Merge, you can generate mail merge Microsoft® Word documents—such as
EDITIONS
form letters with matching envelopes and address labels—for multiple records at the same time.

Note: Before generating your mail merge, we recommend reviewing Considerations for Available in: Salesforce
Using Extended Mail Merge on page 758. Classic (not available in all
orgs)
To generate Microsoft Word documents for multiple records, such as when sending a mass mailing,
see the Salesforce Bulk Mail Merge Process document. Available in: All editions

Alternatively, Extended Mail Merge lets users easily generate mail merge documents—such as form
letters with matching envelopes and address labels—for multiple records at the same time.
To generate mass mail merge documents using the Extended Mail Merge feature, follow these steps.
1. Click the accounts, contacts, or leads tab. Other kinds of records aren’t 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 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. 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’ 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.

SEE ALSO:
Extended Mail Merge
Generate a Single Mail Merge Document

Considerations for Using Extended Mail Merge

Consider these items when using Extended Mail Merge to generate Microsoft Word mail merge documents.
• Extended Mail Merge supports Microsoft Word 2007.
• Extended Mail Merge doesn’t 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 Extended mail merge from a record detail page doesn’t trigger standard workflow and validation rules for that record.
• When making mass mail merges, you can merge documents for up to 1,000 records at one time.
• A mail merge template can be up to 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.

Use Email to Salesforce to Relate Emails to Records

It’s easy to track your sales-related communications. Use Email to Salesforce to capture email sent
EDITIONS
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 Available in: both Salesforce
opportunities, or to other specific records in Salesforce. Classic (not available in all
orgs) and Lightning
How Does Email to Salesforce Work? Experience
When you send email from external email applications, use Email to Salesforce to automatically Available in: All Editions
relate those emails to your Salesforce leads, contacts, opportunities, and other specific Salesforce
records.
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.

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Sales Productivity How Does Email to Salesforce Work?

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.
Maintaining Email Security
Salesforce provides tools to ensure that the integrity of your network isn’t compromised when sending and receiving emails to
maintain regulatory compliance. Before sending emails from any Salesforce platform, consider implementing these security measures.
While optional, enabling them provides the most effective barrier of protection around the network.

How Does Email to Salesforce Work?

When you send email from external email applications, use Email to Salesforce to automatically
EDITIONS
relate those emails to your Salesforce leads, contacts, opportunities, and other specific Salesforce
records. Available in: both Salesforce
When composing, forwarding, or replying to an email, you enter a special Email to Salesforce address Classic and Lightning
in the BCC field (or any other recipient field). Salesforce receives a copy of the email. Depending on Experience
your configuration, Salesforce adds the email to the Activity History related list of the record whose
Available in: All Editions
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.

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.
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.

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Sales Productivity Set Up Email to Salesforce

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. Available in: both Salesforce
Classic and Lightning
2. Enter your own email address in My Acceptable Email Addresses. If you send
Experience
email from more than one address, separate each address with a comma.
Available in: All Editions
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.

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.
5. Click Save.

SEE ALSO:
Considerations for Using Email to Salesforce
Relate Emails to Your Salesforce Records Using Email to Salesforce
Guidelines for Using Email to Salesforce

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Sales Productivity Enable Email to Salesforce for Your Users

Enable Email to Salesforce for Your Users

Let your users add email to Salesforce records. Email to Salesforce lets users assign emails to leads,
EDITIONS
contacts, opportunities, and other specific records in Salesforce. That way, it’s easy to track
sales-related communications. Available in: both Salesforce
1. From Setup, enter Email to Salesforce in the Quick Find box, then select Email Classic and Lightning
to Salesforce. 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 USER PERMISSIONS
processing a message, ensure that the senders who you expect to use Email to Salesforce
To enable or disable Email
support at least one of these authentication protocols.
to Salesforce:
• SPF • 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 759.

SEE ALSO:
How Does Email to Salesforce Work?

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
EDITIONS
with external email applications to leads, contacts, opportunities, and other specific Salesforce
records. Available in: both Salesforce
To relate emails sent from external email applications to leads, contacts, or opportunities: Classic and Lightning
Experience
1. Compose an email from an email account that you listed in My Acceptable Email
Addresses on the My Email to Salesforce setup page. 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.

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Sales Productivity Handle Emails That Email to Salesforce Doesn’t Assign to
Records

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

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
USER PERMISSIONS
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 view or edit unresolved
to leave them unassigned. emails:
• Edit on tasks and Read
Available in: both Salesforce Classic and Lightning Experience (only when prompted to resolve on the objects that you
Salesforce for Outlook items from the Windows system tray) assign to the email
AND
Available in: All Editions except Personal Edition
Email to Salesforce
OR
1. Access your unassigned emails in My Unresolved Items. Add Email in Salesforce
for Outlook and Email to
2. Choose one of these actions. Salesforce
• Assign to related records: Enter a related record in one or both fields. If you need to, select
To create Salesforce records:
the correct record type from the drop-down list. If you assign a lead, you can’t assign more
• Edit on tasks
records. To cancel an assignment, clear an entry.
AND
• 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 Show Quick Create and
more than one “completed” status, Salesforce uses the first one. Create on those objects

To see recently used data in

3. Save your changes. Assigned emails are added to the associated records. All modified items
the related records fields:
are removed from the list.
• 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
Available in: both Salesforce
• Use Email to Salesforce to capture email sent with external email applications such as IBM®
Classic and Lightning
Lotus Notes® and Microsoft® Outlook® and with webmail such as Gmail® and Yahoo! Mail®.
Experience

Available in: All Editions

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Sales Productivity Guidelines for Using Email to Salesforce

• 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.
• 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.
• Some limits depend on whether you’re using Salesforce Classic or Lightning.

Limit Salesforce Classic Lightning

Limit for a file attached directly to the 25 MB 2 GB
related list

Limit for an outgoing email including all 25 MB 25 MB

attachments

Number of file attachments More than 10 files can be attached when Up to 10 file attachments when sending
sending an email. an email. If Salesforce Inbox is enabled, you
can include up to 50 attachments.

For each matching record, attachments that are sent with the email are duplicated, which affects your data size limit. Attachments
that aren’t added to the outgoing email are listed in a confirmation email that you receive from Salesforce.

• Email text and HTML are truncated to 131 KB. Anything after that length is truncated.

Guidelines for Using Email to Salesforce

If you’re using Email to Salesforce, review a few key points for additional information.
EDITIONS
General Guidelines
Available in: both Salesforce
• For easy access, add your Email to Salesforce address to the address book of your email program.
Classic and Lightning
• When you use Email to Salesforce to save a message as an email activity, the default task type Experience
is specified by the Send Email Default setting. To change the default value, edit the
Task Type picklist field. 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.

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Sales Productivity Maintaining Email Security

• 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.

Maintaining Email Security

Salesforce provides tools to ensure that the integrity of your network isn’t compromised when
EDITIONS
sending and receiving emails to maintain regulatory compliance. Before sending emails from any
Salesforce platform, consider implementing these security measures. While optional, enabling them Available in: All editions
provides the most effective barrier of protection around the network.
Email Privacy
USER PERMISSIONS
Give users the opportunity to opt out of emails entirely or receive them less frequently. Users might
want to know about promotions but perhaps only once per week, not every day. Let users respond • Admin Access
on your website or by calling a dedicated phone number. Process their request immediately.
Email Security
When sending email, use a strong encryption method. Encryption uses complex algorithms to scramble the data that is sent. Encrypted
data using proper protocols makes interception by malicious users much more difficult.
Email Best Practices
When sending an email, ensure that the subject and content of the email match. The subject line should quickly capture the reader’s
attention and express the purpose. For example, Sam works for XYZ Doctor’s office and is tasked with sending patient reminder emails.
Instead of sending patient reminders, Sam sends promotional marketing material to 500 patients per day. These patients can’t find their
appointment details in the email and are forced to call in, clogging the phone lines.
Be respectful of users and don’t inundate them with messages. Users have a pattern in their mind of how many email messages to expect
from retailers, the government, politicians, and doctor’s offices. Utilize surveys and user feedback to anticipate the appropriate number
of emails to send to your customers.
In most cases, users ignore emails if they haven’t provided permission to receive them or aren’t familiar with the sender. Before sending
out mass emails or even a personalized email, be sure that the user has given you explicit permission. If the user blocks you or marks
your email as spam, your details won’t make it through.
Transaction Layer Security (TLS)
TLS (version 1.2 and later) encrypts the contents of mail during transmission. By default, mail sent from Salesforce uses TLS when it’s
supported by the receiving Mail Transfer Agent (MTA).
Salesforce no longer supports TLS version 1.0. If TLS 1.0 is used, emails are sent unencrypted.
Review the TLS options in Transaction Layer Security (TLS) to add additional security protection to your email and network.
Sender Policy Framework (SPF)

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Sales Productivity Maintaining Email Security

SPF helps improve the deliverability of messages and protects the credibility of the emails. The domain owner publishes DNS TXT records
that identify the IP addresses of the sending gateways. Then, the receiving gateways complete an SPF lookup to determine if the sending
email server’s IP address is valid within the SPF scope.
To protect against spamming and email spoofing, businesses often implement security controls that reject email messages that use
their own domain name. Email messages are rejected if they can’t be authenticated as coming from the alleged sender. Salesforce is an
on-demand service that checks emails on behalf of customers. As a result, legitimate emails sent from Salesforce can be blocked before
reaching the recipient. To ensure that email sent from Salesforce doesn’t appear spoofed, consider implementing message authentication
using DKIM, SPF, or DMARC. By enabling SPF, admins can ensure that they’re sending emails from a valid email. Admins should also
enable email security compliance features or use email relay to have Salesforce route the mail through their own servers. Admins can
apply security measures to have Salesforce route the email through their own servers. Sender Policy Framework is an additional security
feature but isn’t a standalone to solve all email problems.
Domain Keys Identified Mail (DKIM)
DKIM enables you to add a signature to emails. The signature indicates that the mail was authorized by the signing party. The signature
also guarantees that the body and specific headers in the email haven’t been compromised in transit.
Domain-Based Message Authentication, Reporting, and Conformance (DMARC)
DMARC is an email policy and reporting protocol built on top of the SPF and DKIM protocols. The DMARC policy tells the receiver what
to do if neither protocol succeeds. It also can allow the receiver to report back to the sender.
Admin Features for Email
Email Security Compliance
As an optional feature, Salesforce can modify the From field of emails that are sent from Salesforce to comply with SPF.
Sender ID
Sender ID is an obsolete protocol. Use it only when working with a deprecated version of Microsoft Outlook that requires it.
The Sender ID protocol works similarly to SPF. It verifies a domain from the message’s headers rather than the email’s From field. To
deliver mail to a recipient who requires a Sender ID, enable it on the Salesforce Email Deliverability setup page. Sender ID can automatically
populate the Sender field of every email that is sent from Salesforce with [email protected]. Enabling Sender ID allows you to
prevent spoofing and to prevent malware. While most antimalware and strong firewalls can detect spoofing, this feature provides an
additional layer of protection.
Bounce Management
Bounce management keeps your contact list up to date by flagging addresses that Salesforce couldn’t deliver to. When bounce
management is active and a user sends an email to an invalid address, Salesforce displays an alert next to that email address. You can’t
send emails to these addresses until they’re updated. Optionally, you can send a bounce notification to the sender. This option applies
to all users in the organization and can’t be enabled on a per-user or per-email basis.
Sending Directly from Salesforce
You can send emails directly from Salesforce using your domain name. When performing these sends, consider these configuration
options depending on your preferences and security policies.
To pass SPF and Sender ID, Salesforce might modify the Envelope From and add a Sender header. To avoid modifying the Envelope
From, turn off Email Security Compliance and Bounce Management. To avoid adding a Sender header, turn off Sender ID. You can
manage these settings in the admin panel.

Option Bounce Management (leads Envelope From Header From Sender SPF Status
and contacts only) Header
None Off [email protected] [email protected] None Pass only if the
example.com

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Sales Productivity Maintaining Email Security

Option Bounce Management (leads Envelope From Header From Sender SPF Status
and contacts only) Header
SPF record
includes
_spf.salesforce.com

Email Security Off *.bnc.salesforce.com [email protected] None SPF Pass

Compliance
Enabled

Security Off *.bnc.salesforce.com [email protected] [email protected] SPF pass,

Compliance SenderId Pass
Enabled and
Sender ID
compliance

None On *.bnc.salesforce.com [email protected] None SPF Pass

(if contact or lead)
otherwise
[email protected]

Email Security On *.bnc.salesforce.com [email protected] None SPF Pass

Compliance
Enabled

Security On *.bnc.salesforce.com [email protected] [email protected] SPF pass,

Compliance SenderId Pass
Enabled and
Sender ID
compliance

SPF verifies that the Envelope From domain authorizes the sending IP to send mail for the specified domain. This information is stored
in DNS TXT records. SPF passes as long as the information is to a valid Salesforce domain.
DKIM Signing
Salesforce supports the ability for users to create DKIM keys. DKIM keys sign messages sent from Salesforce.
1. From the Salesforce Help website, navigate to Docs.
2. Select Sales Productivity.
3. Enter Create a DKIM Key.
DKIM keys generate two public/private key pairs and add the values to the Salesforce DNS. Two keys are required to facilitate a rotation.
These keys provide the user with CNAME records that are added to the domain’s DNS. When the CNAME records are present, make the
DKIM keys active in Salesforce.
DMARC
SPF or DKIM must pass to use DMARC. If neither passes, mail can’t be sent through a Salesforce application.
Email Relay

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Sales Productivity Work With Salesforce’s Email in Sales Cloud

Salesforce supports the ability for customers to relay mail through their servers. The relay server then sends the mail to the Internet. The
benefits of email relay are auditing requirements, internal policy, and security. This action uses a server-to-server relay type. To secure
your relay, we recommend a combination of thesesecurity measures.:
1. Configure Salesforce relay to use TLS. You can require TLS to verify the hostname on the receiver's certificate.
2. Set up the receiving MTA to check the sender’ certificate and domain name to ensure that it matches the certificate presented.
3. Configure the receiving MTA to ensure that the sending domain is the email domain.
4. Set up the receiving MTA to verify that an X-SFDC-LK header contains the org ID.
5. Configure the DKIM signing in Salesforce.
6. Configure the receiving MTA to verify that DKIM passes and that the domain it was signed for is the domain.
7. Set up SMTP Auth, if it works with the MTA.
8. Configure the receiving MTA to allow only mail sent from the Salesforce relay IPs and any other IPs that the user is expecting mail
from. We don’t recommend using allow lists for securing your email relay. When an org moves or migrates, the sending IP addresses
will be different. If you miss any of the sending IP addresses in your allow list, it will likely result in delivery issues. We suggest using
a combination of the above security measures.

Work With Salesforce’s Email in Sales Cloud

Supercharge your productivity with a number of options for sending email right from Salesforce.

Send Email Through 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?
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.
Email Allocations per Edition
See the allocations for email and email templates per edition.
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.
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. You can send an email to any valid email address, and
attach files to your emails.
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.
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.
Email a Group with 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 to target the
email. Use templates with merge fields to personalize each copy of the email.

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Sales Productivity Send Email Through Salesforce

Send Email Through 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.
Considerations for Sending Email from Salesforce
Before you send email from Salesforce, it’s important to ensure that your email gets to your recipient’s inbox. Make sure that you
comply with commercial email regulations. Learn about common deliverability hurdles and how to protect your email reputation.
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.
Send Email Through Email Relay
Use your company’s email server to send email from Salesforce. Storing email locally helps you meet compliance goals, and your
users can see the emails they’ve sent from Salesforce in their company email Sent Items folder. Also, 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.

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
EDITIONS
on whether your organization uses Lightning Experience, whether your company owns an email
domain, and which email application your company uses. Available in: Lightning
Use this flowchart to figure out which option for sending email from Salesforce is right for your org. Experience and Salesforce
It all starts with whether you use Lightning Experience or not. Classic

Available in: Essentials,

Professional, Enterprise,
Performance, Unlimited,
and Developer Editions

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Sales Productivity Send Email Through 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
Explore Email and Calendar Integration Products

Considerations for Sending Email from Salesforce

Before you send email from Salesforce, it’s important to ensure that your email gets to your recipient’s
EDITIONS
inbox. Make sure that you comply with commercial email regulations. Learn about common
deliverability hurdles and how to protect your email reputation. Available in: both Salesforce
Classic (not available in all
Commercial Email Regulation Considerations orgs) and Lightning
Sending unsolicited email puts your brand and company at risk. Consumers are increasingly Experience
aware of legislation regulating commercial email and intolerant of unsolicited mail in their Available in: all editions
inboxes. Repeated unsolicited emails can lead to complaints and Internet Service Providers
(ISPs) blocking your emails. Learn some basic steps you can take as part of your compliance
with regulations affecting commercial email like the CAN-SPAM Act and GDPR.

769
Sales Productivity Send Email Through Salesforce

Common Email Deliverability Hurdles

Review common obstacles to delivering your email to your recipient’s inbox. Understand what you can do to help your users receive
all the email you send from Salesforce.
Guidelines for Protecting Your Email Reputation
One of the main drivers for email deliverability is the reputation of your IP and domain. When an email is sent, it is associated with
a particular IP and domain. The IPs used for email delivery gain a reputation over time, as does your domain.

Commercial Email Regulation Considerations

Sending unsolicited email puts your brand and company at risk. Consumers are increasingly aware
EDITIONS
of legislation regulating commercial email and intolerant of unsolicited mail in their inboxes.
Repeated unsolicited emails can lead to complaints and Internet Service Providers (ISPs) blocking Available in: both Salesforce
your emails. Learn some basic steps you can take as part of your compliance with regulations Classic (not available in all
affecting commercial email like the CAN-SPAM Act and GDPR. orgs) and Lightning
The CAN-SPAM Act is the U.S. Federal law regulating commercial email that took effect on January Experience
1, 2004. Available in: all editions
The General Data Protection Regulation (GDPR) is a comprehensive European privacy law that took
effect on May 25, 2018. The GDPR regulates the “processing” of data for EU individuals, which
includes collection, storage, transfer, or use. Any organization that processes personal data of EU individuals is within the scope of the
GDPR, regardless of whether the organization has a physical presence in the EU. Although GDPR is larger than email, it includes specific
requirements affecting commercial email.
Tips for commercial email:
• Make sure that subject lines are not deceptive or misleading.
• Always capture affirmative consent from your users.
• Process unsubscribe requests within 10 days and enforce them across your entire enterprise.
• For transactional or relationship messages, make sure that the subject line is non-promotional.
• Within the message, place the transactional content above any commercial content.

SEE ALSO:
Abuse and Compliance
Data Protection and Privacy
GDPR.EU: How does the GDPR affect email?
Salesforce Agreement and Terms: Acceptable Use and External-Facing Services Policy

Common Email Deliverability Hurdles

Review common obstacles to delivering your email to your recipient’s inbox. Understand what you
EDITIONS
can do to help your users receive all the email you send from Salesforce.
Available in: both Salesforce
Spam Classic (not available in all
orgs) and Lightning
Email spam, also known as junk email, is unsolicited messages sent in bulk by email. Most Internet Experience
Service Providers (ISPs) filter out spam from their users’ inboxes. More than 300 companies offer
Available in: all editions

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Sales Productivity Send Email Through Salesforce

spam filtering services, although their filter logic varies. The most common spam filters are based on keywords or email content. Others
use email volume, customer complaints, or blocklists in their filtering logic.

Blocklists
Several high priority blocklists use a spamtrap or “honeypot” email address to identify spammers. The owner reserves these addresses
and doesn’t use them to receive email. Any email sent to these reserved addresses is identified as spam. The blocklist owners plant these
email addresses in various lists that can be purchased for sending mass unsolicited email. That’s why it’s important to never use purchased
email lists. Only send email when you have obtained consent from the recipient to do so.
Salesforce monitors the IPs we use to send mail to ensure that they aren’t on the high priority blocklists. On the rare occasion that one
of our IPs ends up on a major blocklist, we work as quickly as possible to identify the cause. We then work with the blocklist owner to
clear the entry and with the customer that caused the issue. Usually, the cause of the issue is an accident or misunderstanding rather
than a malicious action. Sometimes, we must remove an organization's ability to send mail while we work with them to clean up the
issues that led to the blocklisting.

Feedback Loops
Some email services provide the user with the option to flag email as spam. This action registers a complaint that some mailbox providers
collect so they can provide visibility back to the senders. The sender can then remove the recipient from the specific campaign or
database.
Salesforce collects this feedback loop data but doesn’t currently make it available to our customers.

Allowlists
Salesforce sends email from a growing list of IP addresses. If your organization blocks any of these IP addresses, it can prevent users from
receiving all emails sent from Salesforce.
We recommend that you avoid IP allowlists whenever possible and instead rely more on standard email security protocols (such as SPF,
DKIM, and DMARC) to determine acceptance of email. For customers using Email Relay, we recommend that you use the standard email
security mechanisms instead of restricting your relay to the Salesforce IPs.
If you must use an allowlist, then we recommend that you include all the Salesforce addresses used to send email. And don’t forget to
regularly update your allowlist with changes published in the latest “Salesforce IP Addresses and Domains to Allow” knowledge article.

SEE ALSO:
Email Security Mechanisms
Knowledge Base Article: Salesforce IP Addresses and Domains to Allow
Salesforce Agreement and Terms: Acceptable Use and External-Facing Services Policy

Guidelines for Protecting Your Email Reputation

One of the main drivers for email deliverability is the reputation of your IP and domain. When an
EDITIONS
email is sent, it is associated with a particular IP and domain. The IPs used for email delivery gain a
reputation over time, as does your domain. Available in: both Salesforce
Classic (not available in all
orgs) and Lightning
Experience

Available in: all editions

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Determining Your Email Reputation

Several factors determine the email reputation of a domain or IP. The volume of emails sent and the percentage of invalid email addresses
used influence your email reputation. Your recipients’ engagement with your emails and the quality of your email content also affect
the reputation of the sending IP and your domain.
If you don’t send enough emails, your IP can’t gain sufficient reputation to have good deliverability. Although it’s less common, sending
too many emails can tarnish an IP’s reputation. To protect the email reputation of your IP or domain, avoid sending emails including
malformed HTML, malicious content, or “spammy” keywords. We recommend that you regularly review your email logs and remove
invalid addresses. Cleaning up invalid addresses helps with deliverability and reduces the potential for harm to your email reputation.
Finally, make sure that your email has content your recipients need and value. Your recipients’ engagement with your emails matters.
Your email reputation improves when they read your emails and suffers when they mark your email as spam.

Sender Reputation Monitoring

Reputational damage to the IPs Salesforce uses to send email can hinder the ability of both Salesforce and its customers to deliver email.
We protect the reputation of all email sent by Salesforce by closely monitoring more than 50 major international blocklists. If a customer
sends an email that causes one of our domains or IP addresses to be added to one of these blocklists, Salesforce is alerted. We then
investigate and work with the blocklist owner to resolve the issue. We also educate customers on proper sending practices so that we
can maintain our reputation and improve deliverability.

Get Permission from All Email Recipients

Failing to get explicit permission from your recipients often results in high complaint rates, damaging your email reputation. Have your
customers opt in before receiving email from your organization, provide a method for them to opt out, and quickly honor opt-out
requests.

Include Your Organization’s Name in the Subject Line

Whenever possible, we recommend that you include the name of your organization in the subject line of your emails. Make sure that
the name is familiar to your recipients for quick recognition. Users who don’t recognize the sender often click the "report spam" button
without even opening the email.

Bounce Management
No matter how careful you are, some of the emails sent from Salesforce bounce due to stale email addresses, typos in those addresses,
or other delivery issues. We recommend that you proactively monitor your bounced emails and remove bad email addresses. Doing so
protects your email reputation by reducing the percentage of bad email addresses you send to.
You can use the Bounce Management feature to automatically flag invalid addresses through fields that appear on the contact, lead,
and person account list views.
Admins can also request an email log to review the last 30 days of your organization’s email activity. Use these logs to identify bad email
addresses and remove them from your org.

SEE ALSO:
What’s the Difference Between Commercial and Non-Commercial Email?
Data Protection and Privacy
Enable Email Bounce Handling
Use Email Logs to Monitor Emails Sent from Salesforce

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Send Through Gmail or Office 365

Send email from Salesforce using your Gmail or Office 365 accounts. Then, to recipients, emails look
EDITIONS
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
Considerations for Send Email Through Gmail™ or Office 365™
Available in: Essentials,
Review details before setting up Send through Gmail or Office 365, including details about Professional, Enterprise,
triggers and workflow rules and information for organizations that use Communities. Performance, Unlimited,
Set Up Send Email from Salesforce with Gmail™ or Office 365™ and Developer Editions
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 Service user permission.
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. You can also see the emails you’ve sent in your Gmail or Office 365 Sent Items folder.

Considerations for Send Email Through Gmail™ or Office 365™

Review details before setting up Send through Gmail or Office 365, including details about triggers
EDITIONS
and workflow rules and information for organizations that use Communities.
• Send through Gmail or Office 365 isn’t available in Communities. If your organization has Send Available in: Lightning
Through Gmail or Office 365 enabled, it doesn’t work in Communities. Instead, emails sent in Experience
Communities go through Salesforce or Email Relaying, depending on which option your
Available in: Essentials,
organization has configured.
Professional, Enterprise,
• Send through Gmail or Office 365 isn’t available for Einstein Activity Capture or Salesforce Inbox Performance, Unlimited,
users. With Einstein Activity Capture or Inbox enabled, users’ emails are already sent through and Developer Editions
their connected Gmail or Outlook account.
• If you use Send through Gmail, visit your My Email Settings page in Salesforce to customize the
name that shows in the From field of your outgoing emails. If you use Send through Office 365, you can’t change the name in
Salesforce.
When using Send through Gmail or Office 365:
• Emails aren’t stored in Salesforce email logs, which means email delivery information isn’t available in Salesforce. Salesforce email
logs are only used for emails sent through Salesforce. Obtain email logs from Gmail or Office 365.
• List emails and emails sent by triggers and workflow rules are still sent through Salesforce.
• Emails sent from organization-wide email addresses 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 don’t appear in emails sent from Salesforce.

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Note: Sales Cloud email integrations aren't available for case management.

SEE ALSO:
Send Through Gmail or Office 365
Set Up Send Email from Salesforce with Gmail™ or Office 365™
Send and Receive Emails with Email-to-Case
Email Customers

Set Up 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
USER PERMISSIONS
enable an external email service, it is enabled for all users with the standard user profile or with the
Send Email through External Email Service user permission. To set up send email from
Salesforce with Gmail or
Available in: Lightning Experience Office 365
• Customize Application
Setup available in: Lightning Experience and Salesforce Classic.

Available in: Essentials, 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.
• API Name:Microsoft Graph
• Permission: Send mail as user
• API Name:Windows Azure Active Directory
• Permission: Sign-in and read user profile
Use Azure’s application roles to assign these permissions.

1. From Setup, in the Quick Find box, enter Send through External Email Services, and 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™

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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
EDITIONS
Experience look like they were sent from your Gmail or Office 365. You can also see the emails
you’ve sent in your Gmail or Office 365 Sent Items folder. Available in: Lightning
Emails sent through workflows and triggers are still sent through Salesforce. Also, bounce Experience
management isn’t supported when you send through external email accounts.
Available in: Essentials,
Email delivery information for Send through Gmail or Office 365 is not available in the email logs. Professional, Enterprise,
Use the email logs from Gmail or Office 365 instead. Performance, Unlimited,
and Developer Editions
1. From your personal settings, enter My Email Settings in the Quick Find box, and
then select My Email Settings.
2. Select how you’d like to send your email. USER PERMISSIONS
Your Salesforce admin can enable either Gmail or Office 365 for your org. You can’t choose To send email from
between the two. Salesforce through Gmail or
Office 365:
3. Click Save. • Send Email
AND
Send Email through
External Email Service
AND
Access to the record the
email is sent from

Send Through Salesforce

Send email from Salesforce using the Salesforce servers. No need to integrate with an external email
EDITIONS
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. Available in: Salesforce
Classic (not available in all
Considerations for Setting Up Send through Salesforce orgs) and Lightning
Review a few details before setting up Send through Salesforce, including information about Experience
bounce management and spam. Available in: All editions
Set Up Send Email Through Salesforce
Follow these steps for setting up Send through Salesforce, including details for companies that
do and don’t own a domain.
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 several settings and compliance options.
Use Email Logs to Monitor Emails Sent from Salesforce
Get the most out of sending email from Salesforce with features that let you monitor emails, including email logs and the mass email
queue. 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.

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Considerations for Setting Up Send through Salesforce

Review a few details before setting up Send through Salesforce, including information about bounce
EDITIONS
management and spam.
• Send through Salesforce is a good option if: Available in: Salesforce
Classic (not available in all
– You need bounce management.
orgs) and Lightning
– You don’t want to integrate Salesforce with an external email service. Experience
– You aren’t using Gmail™ or Office 365™ with Lightning Experience.
Available in: All editions
• To send mail through Salesforce, you must first verify that you own the sending email address.
This requirement applies in production and sandboxes. New users verify their email when
verifying their Salesforce account. Salesforce uses a variety of techniques to verify other email addresses, such as the email address
for a user account created before account verification was required. If Salesforce is unable to confirm that an email address is verified,
the user can’t send email through Salesforce until that email address’s verification is completed.

Note: Unverified users sometimes still can send an email depending on when their account was created. If the account was
created 4 to 5 years ago and the user logged in recently, sending an email as an unverified user is possible.

• If email authentication isn’t configured properly using these recommendations, 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 sometimes can be identified as
sent through Salesforce. The emails can appear as though 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 such as Sender Policy Framework
(SPF) or DomainKeys Identified Mail (DKIM) in your DNS to ensure better delivery and acceptance by recipients.

Set Up Send Email Through Salesforce

Follow these steps for setting up Send through Salesforce, including details for companies that do
EDITIONS
and don’t own a domain.
Available in: Salesforce
For Companies That Own a Domain (mycompany.com) Classic (not available in all
orgs) and Lightning
• Turn off “Enable compliance with standard email security mechanisms.” Experience
• Turn off “Enable Sender ID compliance.”
Available in: All editions
• Add Salesforce’s SPF record to client’s domain DNS to indicate that Salesforce is an approved
sender.
• Set Up Secure DKIM Keys for better deliverability.

For Companies That Don’t Own a Domain

If your company doesn’t own its email address domain, and the domain name ends in @gmail.com, @aol.com or @yahoo.com, register
for a domain that your company controls. Use this new domain for all of your emails sent from Salesforce, because of the Domain-based
Message Authentication, Reporting & Conformance (DMARC) policy at Gmail, AOL™, and Yahoo™. Learn More
• Turn on “Enable compliance with standard email security mechanisms.”
• Turn off “Enable Sender ID compliance.”

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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
EDITIONS
recipient. To improve the deliverability of email you send through Salesforce, we offer several
settings and compliance options. Available in: Salesforce
Classic (not available in all
Test the Deliverability of Emails Sent Through Salesforce orgs) and Lightning
When a user sends an email through Salesforce, the email is routed through one of a number Experience
of possible Salesforce IP addresses. If the email’s recipient blocks any of these IP addresses, the Available in: All editions
email might not be received. 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 email 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.
Enabling Compliance BCC Emails
If your organization evaluates all outbound email messages for compliance, you can enable compliance BCC emails.

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
EDITIONS
possible Salesforce IP addresses. If the email’s recipient blocks any of these IP addresses, the email
might not be received. It’s hard to test whether your customers are receiving emails from all possible Available in: Salesforce
Salesforce IP addresses. However, using the Test Deliverability feature, you can easily send an email Classic (not available in all
to yourself from each of the potential Salesforce IP addresses. If you receive all emails, then you orgs) and Lightning
aren’t blocking any of the Salesforce IP addresses. Experience
1. From Setup, enter Test Deliverability in the Quick Find box, then select Test Available in: All editions
Deliverability. except Database
2. Enter your business email address.
3. Click Send. Salesforce sends a test message from all IP addresses to your business email address. USER PERMISSIONS
Each test message specifies the IP address from which it was sent.
To test email deliverability:
4. To make sure that you received all test messages, check your business email account.
• Modify All Data
If you didn’t receive all the test messages, your organization’s email administrator must add the
Salesforce IP ranges to the allowlist for your organization’s email server. When you add those IP
addresses to the list of trusted addresses, the email server can receive email that might otherwise be blocked. For a current list of Salesforce
IP ranges, see Salesforce IP Addresses and Domains to Allow.

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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
EDITIONS
from Salesforce get where they’re going fast.
1. From Setup, enter Deliverability in the Quick Find box, then select Deliverability. Available in: Salesforce
Classic (not available in all
2. Select the options that apply to your Salesforce org.
orgs) and Lightning
Experience
SEE ALSO:
Available in: All editions
Improve Deliverability of Emails Sent from Salesforce except Database

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
EDITIONS
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. Available in: Salesforce
Using the Deliverability page in Setup, you can improve email deliverability. Classic (not available in all
orgs) and Lightning
• To control the type of email that your organization sends, use the Access level option
Experience
in the Access to Send Email section. The available options include:
Available in: All editions
– No access: This setting prevents all outbound email to and from users. All password
except Database
reset emails continue to send.
– System email only: This setting allows only automatically generated emails, such
as new user and password reset emails. Enable this setting to control 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: This setting allows all types of outbound email. New, non-sandbox organizations default to this setting. 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.

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– If an email to a contact, lead, or person account bounces, an alert icon appears next to the email address in the detail page. The
icon appears when a hard bounce is received (a permanent delivery failure). It doesn’t appear with a soft bounce (a temporary
delivery failure).

Ensure that the email address field is in the highlights panel of the detail page so that users can see the alert.

Note: 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.
– 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:
– Off—TLS is turned off. SMTP session continues through an insecure connection.
– Preferred—If the remote server supports TLS, Salesforce upgrades the current SMTP session to use TLS. If TLS is unavailable,
Salesforce continues the session without TLS. This setting is the default.
– Required—Salesforce continues the session only if the remote server supports TLS. If TLS is unavailable, Salesforce terminates
the session without delivering the email.
– Preferred Verify—If the remote server supports TLS, Salesforce upgrades the current SMTP session to use TLS. Before the session
begins, Salesforce verifies that a valid certificate authority has signed the certificate 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 isn’t signed
or the common name doesn’t match, Salesforce disconnects the session and doesn’t deliver the email. If TLS is unavailable,
Salesforce continues the session without TLS.
– Required Verify— Salesforce continues the session only if the remote server supports TLS, a valid certificate authority has signed
the certificate, and the common name presented in the certificate matches the domain or mail exchange to which Salesforce
is connected. If any of these criteria aren’t 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
[email protected] and [email protected] (but not [email protected]). If you don't specify domains, Salesforce
uses the TLS setting you specify for all outbound emails. This can cause undelivered emails.

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Note: TLS 1.0 has been disabled.

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
Enable Email Bounce Handling
Knowledge Article: Salesforce TLS 1.0 Email Disablement

Enabling Compliance BCC Emails

If your organization evaluates all outbound email messages for compliance, you can enable
EDITIONS
compliance BCC emails.
This feature automatically sends a hidden copy of each outbound email message to an email address Available in: Salesforce
you specify. Enabling compliance BCC emails prevents users from editing the BCC field on any email Classic and Lightning
and disables their Automatic Bcc setting under My Email Settings. Experience

Note: When compliance BCC email is enabled, you can’t use predefined values for the BCC Available in: Professional,
field in the Send Email action. Enterprise, Performance,
Unlimited, and Developer
To enable compliance BCC emails for your organization: Editions
1. From Setup, enter Compliance BCC Email in the Quick Find box, then select
Compliance BCC Email.
USER PERMISSIONS
2. Select the Enable checkbox.
To enable or disable
3. Enter your compliance email address. compliance BCC email:
4. Click Save. • Customize Application

Note: The BCC email is automatically sent to the specified address for any emails your users
send. Certain types of system emails, such as password reset and import completion emails,
are excluded.

SEE ALSO:
Send Email Action Considerations for Cases

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Use Email Logs to Monitor Emails Sent from Salesforce

Get the most out of sending email from Salesforce with features that let you monitor emails, including
EDITIONS
email logs and the mass email queue. 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 Available in: Lightning
recipient, date and time, delivery status, and any associated error codes. Email logs are in CSV format. Experience and Salesforce
Classic
Considerations for Using Email Logs Email Logs is available in: All
Before using email logs for your Salesforce org, review a few details. Editions
Request an Email Log Mass Email Queue is
With email logs, you can easily monitor emails sent through Salesforce in the last 30 days. It’s available in: Professional,
a cinch to request a new log at any time. Enterprise, Performance,
Email Log Reference and Unlimited Editions
Understand the format and field values of email log files.

SEE ALSO:
Send Email Through Salesforce

Considerations for Using Email Logs

Before using email logs for your Salesforce org, review a few details.
EDITIONS
• Requests for email logs are queued in the order that they’re received. Email logs are available
within 30 minutes of your request. Available in: Lightning
• The pending email log requests list provides the status on email log requests that haven’t yet Experience and Salesforce
completed. Classic

• The email log errors list provides descriptions for requests that failed. You can’t resubmit a failed Available in: All Editions
request that requires data that has exceeded the 30-day limit, or if you already have three
pending requests.
• 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 can’t request
another log until at least one of those requests completes.
• 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.
Logs include inbound emails, as well as outbound emails.
• Emails sent through external systems such as Gmail or Office 365 aren’t shown in email logs.
• You can’t download any file from an org from which you don’t belong. To download the file, contact your admin.
• Splunk indexes all of your search results. All indexes may not be available at the time of your query. For example, you can run two
queries simultaneously and get varying results. Use this tool is to resolve support issues, not for audit purposes.
• When your org is moved from one data center to another, the logs are retained in the old data center.

SEE ALSO:
Use Email Logs to Monitor Emails Sent from 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
EDITIONS
cinch to request a new log at any time.
Use this tool for general troubleshooting and email delivery insights. Due to occasional limits on Available in: Lightning
data availability, we recommend against using this tool for critical audits. Experience and Salesforce
Classic
Important: If your org migrates to a different data center, you’ll no longer have access to
logs from the previous data center. Available in: All Editions
except for Database.com
1. From Setup, in the Quick Find box, enter Email Log Files, and then select Email Log
Files.
USER PERMISSIONS
2. Click Request an Email Log.
3. Specify a Start Time and End Time. To access email logs:
• Modify All Data
4. Optionally, you can filter an email log to only include entries 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 isn’t filtered and all email addresses are returned within the specified time range.
5. Select the type of Mail Event.
a. If no option is selected, all email events are selected.

6. Select the type of Email Direction.

a. Specify Outbound, Inbound, or both Outbound and inbound emails.
b. If no option is selected, Outbound logs is selected.

7. Enter the email addresses that you want to receive a notification when the email log request is complete. Separate each email address
with a comma.
8. Click Submit Request.
To clear a request and return to the email log overview page, click Cancel.

SEE ALSO:
Use Email Logs to Monitor Emails Sent from Salesforce
Email Log Reference

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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:
Available in: Lightning
Column Field Description Example Experience and Salesforce
Classic
A Date/Time The date and time the 3/06/2009 13:37
message was sent, in Available in: All Editions
GMT except for Database.com

B Internal The unique internal ID 16/A4-20983-88E21E84

Message ID of the message USER PERMISSIONS

C Mail Event Indicates the final T To access email logs:

email event in the mail • Modify All Data
server. Events can be
one of the following
values:
R - Reception
The email was
successfully
received.
D - Delivery
The email was
successfully sent.
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.

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Column Field Description Example

D Recipient The email address of the person [email protected]
to whom the email is sent

E Sender The Envelope From address used [email protected]

in the email. The default value is
the email address of the person
who sent the email. If Email
Security Compliance or Bounce
Management are enabled, this
address contains
*.bnc.salesforce.com.

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 00540000000rSXT

who sent the email

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 that the email during RCPT TO
delivery was in before it was
logged. The values of the stages
in the order that they appear
during the SMTP sequence are:
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

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Column Field Description Example

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 isn’t sending or
receiving any commands
reading confirmation
A command was sent and
the client is waiting for a
response
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

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Column Field Description Example

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 After every delivery stage, a 421 no adequate

Notification 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
4xx - Transient Negative
Completion reply
The command wasn’t
accepted and the requested
action didn’t occur.
However, the error condition
is temporary and the action
may be requested again.
5xx - Permanent Negative
Completion reply
The command wasn’t
accepted and the requested
action didn’t occur

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Column Field Description Example

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 If the email was sent TLSv1.2:AES256-GCM-SHA384

successfully, the email’s
encryption.
This information is valid only
when Mail Event is set to
D.
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

Q TLS_Verified If the email was encrypted and Verified

successfully sent, this value
indicates whether the
encryption certificate was
verified against the configured
certificate authorities.
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

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Column Field Description Example

Unverified
The peer certificate wasn’t
verified against the
configured certificate
authorities

R Email Direction The category of the email. Outbound

The possible values are:
Outbound
Emails that originate in
Salesforce and sent to
targeted recipients.
Inbound
Emails sent via external
senders to specific service
addresses in Salesforce.

S Sent via TLS Indicates whether the email was true

sent via TLS.
true
Sent via TLS
false
Sent without TLS

T TLS Option TLS setting used for the email. 1

0
None
1 - Preferred
If the message transfer
agent (MTA) advertises TLS
and a common cipher was
negotiated, TLS was used. If
TLS couldn’t be negotiated,
the email was delivered.
2- Required
If TLS couldn’t be negotiated
or a common cipher
couldn’t be agreed on, the
email bounced back to the
originator.
3- Preferred Verify
If the MTA advertises TLS, a
common cipher was

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Column Field Description Example

negotiated, and Salesforce
verified the receiver, TLS is
used. Verification means
that a valid certificate
authority has signed the
receiver’s certificate and the
hostname in the certificate
matches the host to which
we connected. If TLS
couldn’t be negotiated or
the verification failed, the
email was delivered
unencrypted.
4 - Required Verify
If TLS couldn’t be
negotiated, a common
cipher couldn’t be agreed
on, or the sender couldn’t
be verified, the email
bounced back to the
originator. Verification
means that a valid certificate
authority has signed the
receiver’s certificate and the
hostname in the certificate
matches the host to which
we connected.

U SPF status The Sender Policy Framework Pass

(SPF) authentication status of
the email.
Pass
SPF check succeeded, and
the email passed the
authentication process.
Fail
The SPF check failed
None
An SPF record wasn’t
published for the sender's
domain.

V Sender ID status Sender ID authentication status Pass

of the email.

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Column Field Description Example

Pass
The Sender ID check
succeeded, and the email
passed the authentication
process.
Fail
The Sender ID check
succeeded, and the email
passed the authentication
process.
None
The Sender ID check wasn’t
performed.

W Sender ID PRA status The Sender ID PRA (Purported Pass

Responsible Address)
authentication status of the
email.
Pass
The Sender ID PRA check
succeeded, and the email
passed the authentication
process.
Fail
The Sender ID PRA check
failed, or the email failed the
authentication process.
None
The Sender ID PRA check
wasn’t performed.

X DomainKeys status DomainKeys status of the email. Pass

Pass
The DomainKeys check
succeeded.
Fail
The DomainKeys check
failed.
None
Typically occurs when a
DomainKeys check wasn’t
performed.

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Column Field Description Example

Y Header From The From field in the email My Email
header. <[email protected]>

Z DKIM Selector The DKIM selector of the email. selector202307

A DKIM selector is a string used
to locate the appropriate public
key in the sender's DNS records.
In this example DKIM signature,
the DKIM Selector is
selector202307
DKIM-Signature: v=1;
a=rsa-sha256;
d=example.com;
s=selector202307;
c=relaxed/simple;
q=dns/txt;
h=From:Subject:Date:Message-ID;

bh=XXXXXXXXXXXXXXXXXXXXXX;

b=YYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYYY

AA DKIM Domain The domain associated with the example.com

DKIM signature. Specifically, the
domain that owns the
cryptographic keys used to sign
the email message.
In this example DKIM signature,
the DKIM Domain is
example.com.
DKIM-Signature: v=1;
a=rsa-sha256;
d=example.com; ...

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Column Field Description Example

AB DKIM Success Indicates whether the true
DKIM-Signature header was
included in the email headers.
true
The email headers included
the DKIM-Signature header.
false
The email headers didn’t
include the DKIM-Signature.
none
Either the DKIM Domain or
DKIM Selector wasn’t
available.

SEE ALSO:
Use Email Logs to Monitor Emails Sent from Salesforce
Certificates and Keys
Knowledge Article: Checking the Permanent Failure Rate of emails sent from Salesforce

Use Enhanced Email for More Email Functionality

Enhanced Email gives you and your users a ton of email functionality to better drive your business
EDITIONS
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 Available in: Salesforce
get a new and improved email detail page that shows emails in their original format. Classic (not available in all
With Enhanced Email, emails in Salesforce are saved as EmailMessage records instead of Task records. orgs) and Lightning
EmailMessage is a standard Salesforce object, and that’s how you get all of these great new email Experience
features. Available in: Group,
Note: With Enhanced Email, for backwards compatibility, we still create a Task record for Essentials, Professional,
each email message. However, when you view emails in Salesforce, you see the Email Message Enterprise, Performance,
Unlimited, and Developer
record for the email. That’s a good thing, because now emails display in their original format.
Editions
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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Considerations for Using Enhanced Email

Review these considerations for using enhanced email, especially in Salesforce orgs where
EDITIONS
Email-to-Case is enabled.
Available in: Salesforce
Email-to-Case Classic (not available in all
orgs) and Lightning
Email-to-Case uses the EmailMessage object to store emails related to cases. When enhanced email Experience
is off, case is the only object where email message records are created.
Available in: Group,
Enhanced email isn’t on by default in orgs where Email-to-Case is enabled, to avoid possible issues
Essentials, Professional,
if custom code was added by admins or developers. When custom code assumes that email
Enterprise, Performance,
messages only exist on case records, review that logic. Make sure the code confirms whether the Unlimited, and Developer
email’s parent record is a case, to ensure that the code executes when desired. You can then safely Editions
turn on enhanced email and use email message records with other object types.

General
• Enhanced email allows email message records to be created across all object types where emails can be associated. These types
include contacts, leads, accounts, opportunities, cases, campaigns, person accounts, and more.
• With enhanced email, emails are stored as email message records. The EmailMessage object gets you all the conveniences that
come standard with Salesforce objects, including custom fields, page layouts, workflow rules, and triggers.
• An email message record is automatically duplicated as a task to provide backward compatibility with activity related lists and
reporting.
– In Salesforce Classic, these related emails are displayed in the Activity History list. The Email Message related list isn’t supported
in Salesforce Classic. Instead, use the Activity History related list on your page layouts.
– In Lightning Experience, email messages are displayed in the Activity Timeline.

Other Considerations
• Replace workflows designed for task-based emails with workflows based on the EmailMessage object.
• Review triggers and workflow rules that use the EmailMessage object to handle the many different types of email parent objects.
For EmailMessage records associated with cases, the ParentID field is always populated.
With enhanced email, you can associate email message records with other records and the ParentID field may be blank. 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.

• Test any workflows and customizations, including Email-to-Case customizations, in a sandbox environment.
• You can Reply, Reply All, and Forward emails in the following circumstances.
– You're listed in the To, Cc or Bcc fields in the email.
– You're the sender.
– If you're sending the message via API, the EmailMessageRelationship record exists for you.
– You can’t reply or forward emails logged as tasks.

• You can’t use custom currency fields with the EmailMessage object.

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Sales Productivity Send Email Through Salesforce

• Email message records can have only one record type.

• Workflow rules can use email message records only to update fields on case records.
• If you select the Secure guest user record access option on the Sharing Settings Setup page, in the Other Settings section, guest
users can't send emails with enhanced email.
• With enhanced email, emails sent from Salesforce are saved as email message records and task records. However, only the email
message record is shown on the email detail page. The email sender and an admin with the appropriate permissions can delete an
email message. Deleting an email message deletes the associated task, but deleting a task doesn’t delete the associated email
message.
• 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.

• Even when enhanced email is enabled, emails added from Web-to-Lead and Salesforce for Outlook continue to be stored as task
records only.
If you use the Outlook integration and want to represent emails as email message records, enable enhanced email and select Use
Enhanced Email with Outlook in the Outlook Integration and Sync setup page.

SEE ALSO:
Use Enhanced Email for More Email Functionality
Set Up Enhanced Email
Enhanced Email and the Outlook Integration
Enhanced Email and the Gmail Integration

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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
2. Click Enable.
Classic (not available in all
3. Update the Email Message page layout to: orgs) and Lightning
a. Add the Related To field. Experience
Then, your users can see which records are related to an email. Available in: Group,
b. Remove the Parent Case field from the Email Message page layout. This field is Essentials, Professional,
generally blank unless you use Email-to-Case and an email is associated with a case. Enterprise, Performance,
Unlimited, and Developer
Editions
SEE ALSO:
Use Enhanced Email for More Email Functionality USER PERMISSIONS
Considerations for Using Enhanced Email
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.
To use reply, reply all, and
forward
• Read access to the leads
and contacts who are
email recipients

Customized Fields in the Outgoing Email Action Layout

You can customize the Outgoing Email Action layout by removing fields or making them read-only.
EDITIONS
However, keep the following considerations in mind because your adjustments can affect other
areas of the layout or require you to populate other fields with content. Available in: Salesforce
Classic (not available in all
Fields in the Email Message Layout orgs) and Lightning
Experience
Field Consequence Available in: Group,
Subject Essentials, Professional,
When you remove the Subject field from the layout, the Merge Field Enterprise, Performance,
icon is hidden in the email composer. Unlimited, and Developer
You can’t send emails unless at least one of these fields has content. Editions

• Subject field
• HTML Body or Text Body field
As the sender, you can provide the content, or it can be automatically
inserted using predefined values. An email template can also include
the content for these fields.

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Field Consequence

Note: When you also remove the HTML Body field from the layout, the Insert Template
icon is hidden in the email composer.

HTML Body When you remove the HTML Body field from the layout, these icons are hidden in the email
composer:
• Merge field
• Preview
• Insert availability (requires an Inbox license)
You can’t send emails unless at least one of these fields has content.
• Subject field
• HTML Body or Text Body field
As the sender, you can provide the content, or it can be automatically inserted using predefined
values. An email template can also include the content for these fields.

Text Body You can’t send emails unless at least one of these fields has content.
• Subject field
• HTML Body or Text Body field
As the sender, you can provide the content, or it can be automatically inserted using predefined
values. An email template can also include the content for these fields.

Recipient (To:, Cc:, and Bcc:) You can’t send emails unless there’s at least one recipient.

SEE ALSO:
Use Insert Availability to Optimize Meeting Scheduling

Send Email Through Email Relay

Use your company’s email server to send email from Salesforce. Storing email locally helps you
EDITIONS
meet compliance goals, and your users can see the emails they’ve sent from Salesforce in their
company email Sent Items folder. Also, routing all email through your own email servers prevents Available in: Salesforce
the appearance of email spoofing by Salesforce. Email spoofing is the forging of email headers to Classic (not available in all
make messages appear as if they came from someone other than the original sender. orgs) and Lightning
You can configure your company’s email relay service to do these tasks: Experience

• Store copies of all email as required by government regulations in various industries. Available in: Professional,
• Apply existing content filters that scan messages for data and content that is not approved to Enterprise, Performance,
be sent out through company email. Unlimited, and Developer
Editions
• Run outbound email through antivirus software before sending it to customers.
• Append data such as company-wide disclaimers at the bottom of email messages.

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Considerations for Setting Up Email Relay

Before setting up Email Relay, review details about bounce management and spam.
Set Up Email Relay
You can set up an email relay for Salesforce-generated email by configuring Salesforce to automatically route email through your
company’s Simple Mail Transfer Protocol (SMTP) server. If your company sends email from more than one email domain, you can
configure an email relay for each domain.
Set Up an Email Domain Filter
An email domain filter determines whether an email relay is restricted to specific domains. You can create multiple domain filters
and set their priority order using the EmailDomainFilter object in the SOAP API. An email domain filter must be set up for email relay
to work.

Considerations for Setting Up Email Relay

Before setting up Email Relay, review details about bounce management and spam.

Available in: Salesforce Classic and Lightning Experience

Available in: 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, such as 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.
Use Email Relay and Bounce Management with care as 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, 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 a SPF soft failure. It doesn’t mark your message as invalid, but it reduces your
deliverability.
There are two solutions:
• Establish a DMARC policy for your domain, and use Salesforce's DKIM signing feature to sign outgoing mail. With this combination,
your mail passes a DMARC check even though it doesn’t pass SPF.
• Turn off bounce management in Salesforce.

Deliverability Settings and Email Relay

When email relay is enabled in Salesforce, companies don’t always need all the Salesforce Email Deliverability settings from 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 because the modified return-path includes a Variable Envelope Return Path value (VERP).

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• Example of a standard return-path: <[email protected]>

• Example of a VERP return-path: <[email protected][email protected]>
Disable these 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 shows the envelope-from and the return-path as
<[email protected]>.

Securing Your Email Relay

Follow these suggestions to ensure that your mail relay is secure and that you relay only the mail that you intend to.
• Include only the IPs that you want to use to relay mail for ours and any others in your relay’s allowlist.
• Only relay mail that’s 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.
• Enable SMTP authentication between Salesforce mail servers and your email relay host. Test this feature in a sandbox to ensure that
it works as expected. Some email services don’t support SMTP authentication for email relays.

Copying Sandbox with Email Relay

When you copy a sandbox, Email Relay data is copied to the sandbox org. This data includes authentication data stored on an Email
Relay record, such as IsRequireAuth, Password, and Username. If you don’t want production authentication data in your sandbox copy,
modify the Email Relay in Setup.
Alternatively, you can execute this sample Apex code in your Sandbox Developer Console to remove authentication data from the
EmailRelay records.
System.debug('Executing sandbox postcopy update for EmailRelay');
// Query all EmailRelay objects with non-empty credentials and reset.
List<EmailRelay> relays = [SELECT Id FROM EmailRelay WHERE IsRequireAuth = true OR Username != null];
for (EmailRelay relay : relays) {
relay.IsRequireAuth = false;
relay.Username = null;
relay.Password = null;
}
update relays;
System.debug('Updated ' + relays.size() + ' EmailRelay objects');

SEE ALSO:
Set Up Email Relay

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Set Up Email Relay

You can set up an email relay for Salesforce-generated email by configuring Salesforce to
EDITIONS
automatically route email through your company’s Simple Mail Transfer Protocol (SMTP) server. If
your company sends email from more than one email domain, you can configure an email relay Available in: Salesforce
for each domain. Classic (not available in all
If you plan to activate bounce management and email compliance management, confirm with orgs) and Lightning
your email admin that your company allows relaying email sent from Salesforce. Experience

1. From Setup, in the Quick Find box, enter Email Relays, and select Email Relays. Available in: Professional,
Enterprise, Performance,
2. Select Create Email Relay.
Unlimited, and Developer
3. For Host, enter a mail domain, hostname or IP address. Editions
If you provide a name, Salesforce checks for valid Domain Name Service (DNS) mail exchange
(MX) records first. If none are found, we look for a DNS Address (A) record. If you plan to use
Transport Layer Security (TLS) with this connection, enter the hostname instead of the IP address. USER PERMISSIONS
TLS requires the hostname for verifying certificates. To configure email relay:
Here are examples of valid formats. • Email Administration,
Customize Application,
• Mail domain: myemaildomain.com and View Setup
• Mail server hostname: mail.myemaildomain.com
• IP address: 100.121.20.5

4. For Port, enter the 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.
5. Select a TLS Setting. This setting controls whether Salesforce uses TLS for SMTP sessions.
• Off—TLS is turned off. SMTP session continues through an insecure connection.
• Preferred—If the remote server supports TLS, Salesforce upgrades the current SMTP session to use TLS. If TLS is unavailable,
Salesforce continues the session without TLS. This setting is the default.
• Required—Salesforce continues the session only if the remote server supports TLS. If TLS is unavailable, Salesforce terminates
the session without delivering the email.
• Preferred Verify—If the remote server supports TLS, Salesforce upgrades the current SMTP session to use TLS. Before the session
begins, Salesforce verifies that a valid certificate authority has signed the certificate 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 isn’t signed
or the common name doesn’t match, Salesforce disconnects the session and doesn’t deliver the email. If TLS is unavailable,
Salesforce continues the session without TLS.
• Required Verify— Salesforce continues the session only if the remote server supports TLS, a valid certificate authority has signed
the certificate, and the common name presented in the certificate matches the domain or mail exchange to which Salesforce
is connected. If any of these criteria aren’t met, Salesforce terminates the session without delivering the email.
If you use TLS verification, an MX or an A record for your hostname is required in Public DNS. Canonical Name (CNAME) DNS records
can’t be used for relays with TLS verification.
6. Optionally, to enable authentication with a username and password for this email relay.
a. Select Enable SMTP Auth.
When you enable this setting, the TLS Setting changes to the required value, Required Verify.
b. In the Auth Type field, select a Simple Authentication and Security Layer (SASL) mechanism to use for SMTP authentication.
• To use the PLAIN SASL mechanism, select Auth Plain. This is the default Auth Type when you enable SMTP Auth.
• To use the LOGIN SASL mechanism, select Auth Login.

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Sales Productivity Send Email Through Salesforce

Salesforce supports only the PLAIN and LOGIN SASL mechanisms.

c. For Username, enter the username for SMTP authentication.

d. For Password, enter the password for SMTP authentication.
e. In the Confirm Password field, reenter the password for SMTP authentication.
Before you enable SMTP authentication, test this feature in a sandbox to ensure that it works as expected with your email relay. Some
email services don’t support SMTP authentication for email relays.
If you deselect Enable SMTP Auth, Salesforce saves your authentication credentials but doesn’t route email to your company’s
email server using SMTP authentication.

7. Save your changes.

8. Set up an email domain filter. You must set up an email domain filter for email relay to work.
Salesforce recommends that you send a test message each time you change the email relay configuration.
If you set up multiple email relays in one org, they’re processed in the priority order of their email domain filters. By default, email domain
filters are evaluated in the order that they were created. To change the evaluation order, use the PriorityNumber field on the
EmailDomainFilter object SOAP API. If no matching rule for email relay is found, then the email is sent via the Salesforce Mail
servers.

SEE ALSO:
Test the Deliverability of Emails Sent Through Salesforce
Enabling Compliance BCC Emails
SOAP API Developer Guide: EmailDomainFilter

Set Up an Email Domain Filter

An email domain filter determines whether an email relay is restricted to specific domains. You can
EDITIONS
create multiple domain filters and set their priority order using the EmailDomainFilter object in the
SOAP API. An email domain filter must be set up for email relay to work. Available in: Salesforce
If you plan to activate bounce management and email compliance management, confirm with Classic (not available in all
your email admin that your company allows relaying email sent from Salesforce. orgs) and Lightning
Experience
1. Set up an email relayemail relay, if you haven’t already.
2. From Setup, in the Quick Find box, enter Email Domain Filters, and then select Email Available in: Professional,
Enterprise, Performance,
Domain Filters.
Unlimited, and Developer
3. Select Create Email Domain Filter. Editions
4. Configure these settings.
USER PERMISSIONS
Setting Description
To configure an email
Sender Domain Restricts the email relay to send emails based domain filter:
on the listed sender domains. This field • Email Administration,
accepts comma-separated values and Customize Application,
supports the wildcard character (*). The and View Setup
default is *.

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Sales Productivity Guidelines for Working with Email

Setting Description
Recipient Domain Restricts the email relay to send emails based on the listed
recipient domains. This field accepts comma-separated values
and supports the wildcard character (*). The default is *.

Email Relay Specifies the relay host for the domain filter.

Active Enables or disables the domain filter.

The wildcard character (*) must precede a second-level domain name. For example, *.example.com includes all subdomains of
example.com.

5. Save the page.

If you set up multiple email domain filters, only the first matching filter applies. By default, email domain filters are evaluated in the order
that they were created. Use the PriorityNumber field on the EmailDomainFilter object SOAP API to change the evaluation
order. If no matching rule for email relay is found, then the email sends via the Salesforce Mail servers.

SEE ALSO:
SOAP API Developer Guide: EmailDomainFilter

Guidelines for Working with Email

Consider a few pieces of advice for working with emails, including information for customers that
EDITIONS
use Email-to-Case and Enhanced Email.
Available in: Lightning
Experience and Salesforce
General
Classic
• You can’t use custom currency fields with emails.
Available in: All Editions
• Emails can have only one record type.
• When you send an email using the docked email composer, only a partial page refresh occurs.

• If you enable Compliance BCC Email, each outgoing email is automatically copied to a compliance email address. In this case, your
emails don’t have a BCC option.
• When you click a custom email field on a standard contact, lead, or person account, the email composer opens with the custom
email address in the To: field. However, the email isn’t logged against the contact, lead, or person account record.
• You can select email address pills by clicking on them, unless you’re using Safari.

Default Fonts
Everywhere the email composer is used, the default font in your email composer reflects your browser’s default. Similarly, email recipients
see the email in the default font set for their browser.
To ensure email recipients read text in the same font, use the email composer toolbar and explicitly choose a font for the content they
send. This choice overrides the default browser font for the sender and the recipient.

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Sales Productivity Guidelines for Working with Email

Email Statistics
• The HTML Email Status related list, which is only available in Salesforce Classic, shows
– the date when an email was first opened
– the number of times the email was opened
– the date when the email was most recently opened
The HTML Email Status related list includes automatic emails such as those sent through Web-to-Lead and Web-to-Case response
rules.

• To report on the statistics in the HTML Email Status related list, use the HTML Email Status Report that’s available from the Reports
tab.

File Attachments
• 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. You can
include files as links, include them as links if they exceed 3 MB, or include them as files if the sent email is less than the Salesforce
email size limit.
– If you select the option to include files as links when the email and attachments exceed 3 MB, or if you use list email, the actual
files aren’t attached when the email is 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.

Note: An email attachment sent as a link becomes publicly accessible. Public access allows anyone with the link to view,
share, and download the file.

– 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.

Choosing a Default Email Composer

In your personal email settings in Lightning Experience, you can choose which email composer opens when you click an email address.

Note: Before using the personal email setting When you click an email address to compose an email, which email editor do you
want to use?, confirm that the Global Publisher Layout has the email action in the Salesforce Mobile and Lightning Experience
Action section.
• Clicking an email address opens the Salesforce email composer by default.
• When you click a custom email field on a custom object, the default desktop email client opens with the custom email address in
the To: field. The desktop email client opens regardless of the user’s setting.
• When you click an email address in a report, the default desktop email client opens, regardless of the user’s setting.
• You can’t open an email composer by clicking email addresses in the List Email home page and the EmailMessage.

Read-Only Recipient Fields

• In a read-only field, the existing email address can’t be deleted and no email addresses can be added.
• If the Cc: or Bcc: fields are disabled and empty, the fields aren’t shown in the email composer.

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Sales Productivity Email Allocations per Edition

For Organizations That Use Email to Case

• Email messages that aren’t associated with cases can’t be displayed in communities.
• 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 can be associated with other records and the ParentID field can be blank. To handle email messages with a blank
ParentID field, update your triggers and workflow rules.

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:
– Recreate any custom Task fields on the Email Message object.
– Migrate any Task object triggers to the Email Message object.

Copying and Pasting Tables

Results from copying and pasting tables can differ among browsers.
• When copying tables from Quip, font color and table border styling isn’t supported when pasting in the Salesforce email composer.
Other styling, such as bold fonts and background color, is preserved.
• We support copying from the native Excel app only. Copying from the online version of Office 365 Excel isn’t supported.

SEE ALSO:
Considerations for Using Email to Salesforce
File Size and Sharing Limits

Email Allocations per Edition

See the allocations for email and email templates per edition.

Feature Personal Contact Group Professional Enterprise Unlimited Developer

Edition Manager Edition Edition Edition and Edition
Performance
Edition
Email services: maximum
inbound email messages Number of user licenses multiplied by 1,000; maximum
processed by Salesforce per 1,000,000
day

Email services: maximum N/A

size of outbound email
message (email headers, 35 MB1
body, attachments, and
encoding)

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Sales Productivity Email Allocations per Edition

Feature Personal Contact Group Professional Enterprise Unlimited Developer

Edition Manager Edition Edition Edition and Edition
Performance
Edition
Inbound email sent to • Email body truncation size: 32 KB
Salesforce
• Maximum email activities created for each email received: 50
1
• Total maximum size of file attachments: 25 MB

Merge field: • Maximum emails: 200

Case.Email_Thread N/A
• Email body truncation size: 32 KB

On-Demand Email-to-Case:
maximum email messages
Number of user licenses multiplied by 1,000; maximum
processed by Salesforce per
1,000,000
day (counts toward limit for
email services) N/A
On-Demand Email-to-Case:
maximum email size (email
35 MB1
headers, body, attachments,
and encoding)

1
The maximum size of email messages for email services varies depending on character set and transfer encoding of the body parts.
The size of an email message includes the email headers, body, attachments, and encoding. Therefore, an email with a 35-MB attachment
probably exceeds the 25-MB limit for an email message after accounting for the headers, body, and encoding. When sending an email
from a record, attachments exceeding the size limit are sent as an .html link.

Single Email Limits

Each licensed org can send single emails to a maximum of 5,000 external email addresses, or recipients, per day. A day is based on
Greenwich Mean Time (GMT).
Sending emails to internal email recipients doesn't count toward the org daily limit.
• For orgs created before Spring ’19, the org daily limit is enforced only for emails sent via Apex and Salesforce APIs, except for REST
API.
• For orgs created in Spring ’19 and later, the org daily limit is also enforced for email alerts, simple email actions, Send Email actions
in flows, and REST API.
• Each user can send emails from the email composer to a maximum of 250 external email recipients per hour.
In Developer Edition orgs and orgs evaluating Salesforce during a trial period, each user can send emails to a maximum of 50 recipients
per day, and each single email can have up to 15 recipients.

SEE ALSO:
Email Template Allocations Per Edition
List Email Limitations

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Sales Productivity Email Editions and Permissions in Lightning Experience

Email Editions and Permissions in Lightning Experience

Salesforce email and email templates are available in several editions. Enable features and manage
EDITIONS
permissions and access at the organization level and for administrators and end users.
Available in: Salesforce
Organization Level Permissions and Access Requirements Lightning Experience
Use Email in Lightning Experience: • Lightning Experience enabled. Available in: Essentials,
Professional, Enterprise,
• Send Email action added to the Salesforce
Performance, Unlimited,
Mobile and Lightning Experience Actions
and Developer Editions
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 isn’t
enabled, users can’t upload files larger than
3 MB.
• Salesforce Files enabled to send files. If
Salesforce Files isn’t 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 isn’t enabled and a user
sends email to multiple contacts, Salesforce
creates duplicate closed task records—one
for each contact.

User Preferences and Permissions Required

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.

Add merge fields to a template or email: Access to the fields on the applicable object.

Attach a file to an email: Access to the file you’re attaching.

Send mass email to contacts, person accounts, or leads in Salesforce Mass Email.
Classic:

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Sales Productivity Manage Email in Lightning Experience

User Preferences and Permissions Required

Send and view list emails in Lightning Experience: Allow sending of List Emails.

SEE ALSO:
Email Template Permissions
Which Option for Sending Email from Salesforce Is Best for Your Organization?

Manage Email in Lightning Experience

If you’re using Lightning Experience, you can email contacts, leads, and your own colleagues directly
EDITIONS
from account, person account, contact, lead, opportunity, campaign, and case records you have
access to. You can send an email to any valid email address, and attach files to your emails. Available in: Lightning
Experience
Send Email from a Record in Lightning Experience
Available in: Essentials,
Send rich-text email, including attachments, directly from the record you’re on. Send to Professional, Enterprise,
customers, colleagues, or any valid email address. Performance, Unlimited,
Email Attachments and Developer editions
It’s important to understand how access and sharing work for merge fields, email templates,
and attachments.
Merge Fields and Templates in Emails
Use merge fields and email templates in your emails to increase accuracy and productivity.
Draft a Sales Email with Einstein Generative AI
Use the power of Einstein to crush that next email. Ask Einstein to draft some of your most common types of emails, such as
introductions and follow-up nudges. Like email templates, Einstein pulls in a contact’s name and info to customize your email. But
unlike a static template, Sales Emails creates a new, personalized output every time.
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.
View Email Engagements on Email Records
When navigating to an email details page, sales reps now see the complete list of engagements pertaining to that email.
Considerations for Insert Availability in Lightning Experience Desktop
Be aware of these considerations for using Insert Availability in Lightning Experience desktop.
Schedule Emails with Send Later
As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at the most optimal time. Set up
Scheduled Emails in Lightning Experience so that reps can update the content of a scheduled email and change its scheduled date
and time.
Use the Email Action in Lightning Experience
The Lightning Email action allows emails to be sent from anywhere in Salesforce. It allows greater customization, such as adding
and removing fields or specifying predefined values. The action also supports all objects which have activities enabled, and can be
invoked from anywhere in Lightning Experience.

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Sales Productivity Manage Email in Lightning Experience

Send Email from a Record in Lightning Experience

Send rich-text email, including attachments, directly from the record you’re on. Send to customers,
EDITIONS
colleagues, or any valid email address.
Email is available for all objects with activity enabled, such as leads, contacts, person accounts, Available in: Lightning
opportunities, cases, and custom objects. Experience

Note: If your company doesn’t have Enhanced Email enabled, Salesforce creates a task record Available in: Essentials,
instead of the email record. If you're unsure whether you have Enhanced Email enabled, talk Professional, Enterprise,
to your administrator. Performance, Unlimited,
and Developer Editions
To attach files to an email or use a template with attached files, you need file access. If you don’t
have access, we let you know.
USER PERMISSIONS
1. Open the record from which you want to send the email.
2. Click the Activity tab and then click Email. To send email:
• Send Email permission
Tip: If you prefer to compose from a window, click the arrow button to pop out your and access to the record
email. While the composer window is active, you can scroll the record page to view details the email is sent from.
and other information or navigate anywhere else in Salesforce. To attach files to email or
When you send an email using the docked email composer, only a partial page refresh templates:
occurs. • Access to the file you’re
attaching.
3. If the To: field is blank, add an email address for a contact, lead, or person account.

Note: Whether the first recipient of an email is a contact, lead, or person account has ramifications. For instance, some merge
fields require a certain type of recipient. The validation of the Related To field is also affected by the first recipient’s type. For
example, a lead can’t have a related to entry until it becomes a contact or person account.

4. Write your email, or insert an email template.

5. Add any attachments you want.
To add multiple attachments from your computer, drag the files into the body of the email.

6. Optionally, click the Insert Availability icon to select possible meeting times.
7. Preview and send. Or select Send Later to schedule the email so that it arrives at an optimal time.

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 wants 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.

Find a link to the email in the activity timeline of the current record or related records. If Automatic BCC is defined in your email settings,
you receive a copy of the email in the inbox of your specified return address.

SEE ALSO:
Considerations for Insert Availability in Lightning Experience Desktop
Schedule Emails with Send Later

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Sales Productivity Manage Email in Lightning Experience

Email Attachments
It’s important to understand how access and sharing work for merge fields, email templates, and
EDITIONS
attachments.
• Enable Salesforce Files and Content Deliveries before you select and attach files from Salesforce Available in: Lightning
Files. Otherwise, you can only upload attachments, not select files from Salesforce Files. Experience

Note: When you upload a file, it becomes part of Salesforce Files. Available in: Essentials,
Professional, Enterprise,
• If you don’t have access to a file, you can’t attach it to an email or a template. We let you know Performance, Unlimited,
if you need access, so you can ask the file’s owner. and Developer Editions

• When you use an email template that has attached files, the files aren’t visible after inserting
the template in an email.
• Use the Related Files link when adding an attachment. All the files that are part of the record appear.
• 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. You can include
files as links, include them as links if they exceed 3 MB, or include them as files if the sent email is less than the Salesforce email size
limit.
– If you select the option to include files as links when the email and attachments exceed 3 MB, or if you use list email, the actual
files aren’t attached when the email is 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.

Note: An email attachment sent as a link becomes publicly accessible. Public access allows anyone with the link to view,
share, and download the file.

– Attachments that are sent as links in Lightning Experience don't expire automatically. You can expire the link manually.
– Attachments that are sent as links in Salesforce Classic expire after 30 days. You can expire the link manually.

• When forwarding emails, the most recent version of the file is attached, not the version sent in the original email.
• Email attachments sent in Salesforce Classic can’t be forwarded in Lightning Experience.
• A file can be shared a maximum of 2,000 times.
This count includes how many times the file was shared with records, people, and groups. If a file is approaching the maximum
number of shares, consider creating a public link or making the file public by posting it to your feed.

SEE ALSO:
Share Files Via Link

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Sales Productivity Manage Email in Lightning Experience

Merge Fields and Templates in Emails

Use merge fields and email templates in your emails to increase accuracy and productivity.
EDITIONS

Merge Fields Available in: Lightning

Experience
Nearly all standard and custom fields are available as merge fields.
Available in: Essentials,
In the email composer, click the merge field button to see the merge field picker. Select a merge
Professional, Enterprise,
field and click Insert.
Performance, Unlimited,
Click the Template button and select Save as new template... to save your email as an email and Developer Editions
template you can use in the future.
• Fields about the related record, such as Account, Contact, Opportunity, Lead, Campaign, Case,
User, and custom objects
• Fields about the primary recipient, such as the lead, contact, or person account

Note: In Lightning Experience, you can use person account merge fields. Use the HML format {{{Account.field}}}
In Salesforce Classic, use the format {!Account.<field>}..

Some fields aren’t available to individual users because of field-level security settings.

Note: In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email templates in Lightning Experience.
If your email template has merge fields with three curly braces ({{{), you’re using an HML email template. If the merge fields have
one curly brace ({), or an exclamation mark (!), you’re using a SML (Salesforce Merge Language) email template.
Lightning templates created since Summer ‘18 are HML email templates.

Email Templates
• In Lightning Experience, you can use email templates created in Salesforce Classic: Text, Custom HTML, HTML with Letterhead, and
Visualforce email templates.
• Email templates created in Lightning Experience can’t be used in Salesforce Classic.
• Lightning email templates with the Related To field set to Account, Opportunity, and other standard or custom objects are available
for that object only.
Global email templates, with a blank Related To field or a Related To set to Lead or Contact, can be used from any record.

• You can edit public email templates that you own. If you have the Manage Public Lightning Email Templates permission, you can
edit any public template.

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Sales Productivity Manage Email in Lightning Experience

Draft a Sales Email with Einstein Generative AI

Use the power of Einstein to crush that next email. Ask Einstein to draft some of your most common
EDITIONS
types of emails, such as introductions and follow-up nudges. Like email templates, Einstein pulls
in a contact’s name and info to customize your email. But unlike a static template, Sales Emails Available in: Lightning
creates a new, personalized output every time. Experience
You can choose from these email types, as well as custom email types created by an admin.
Available with the Einstein
for Sales add-on, which is
Email Type Output Notes available for an extra cost in
Check In A brief email to say hello and Performance and Unlimited
ask how the recipient is doing Editions.

Introduce Myself An email that introduces the Optionally, you can enter
USER PERMISSIONS
sales rep and suggests a brief product information.
meeting To send sales emails using
Einstein generative AI:
Nudge for Follow-Up A follow-up to check in with Optionally, you can enter
• Einstein Sales Emails
the recipient and remind them product information.
Permission Set
of a previous email

Reconnect An email to ask how the Optionally, you can enter

recipient is doing, describe the product information.
benefits of working together,
and suggest a brief meeting

Send a Meeting Invite An email to discuss the benefits Optionally, you can enter
of a product or service and to product information.
invite the recipient to a
meeting

1. You can use Einstein to create emails in Salesforce and in Salesforce email integrations for Gmail and Outlook.
• In Salesforce, open the email composer anywhere in Lightning Experience.
• In Gmail or Outlook integrations, locate the Einstein Sales Emails component in the email application pane.

2. Enter a recipient with a contact or lead record in Salesforce.

3. Click Draft with Einstein and choose one of the email types.

810
Sales Productivity Manage Email in Lightning Experience

After Einstein drafts the email (1), review the output and edit it as you like before sending (2). Be sure to fill in any missing details where
Einstein leaves a spot for you to customize the email. For example, when the email suggests a meeting with the customer, you see
[Customize: DATE AND TIME] where you can add a possible meeting time.

Depending on the email type, you could be asked to include product information. Select or search for an existing product and click
Continue.

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Sales Productivity Manage Email in Lightning Experience

Or you could be asked to choose a record to create the email draft. Select or search for an existing record and click Continue.

Important: This tool uses generative AI, which is known to include inaccurate or harmful responses. Before sharing externally,
review the output for accuracy and safety. You assume responsibility for the output when sharing.

SEE ALSO:
Prompt Builder Pilot Guide PDF

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.
EDITIONS
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. Available in: Salesforce
For emails that don’t include any contact or lead records as recipients in the To field, the email and Lightning Experience
the feed item are created for the record specified in the Related To field when you sent the email.
Available in: Essentials,
If you use Automatic BCC, as defined in your email settings, you receive a copy of the email in the Professional, Enterprise,
inbox of your specified return address. Performance, Unlimited,
and Developer Editions
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 USER PERMISSIONS
with your administrator.
To view sent email:
1. Open either the record that was originally open when you wrote the email or the record for • View Tasks permission
the contact or lead you sent it to. and access to the record
the email was sent from.
2. To find the email in Past Activity, click the Activity tab.
3. To open the email’s 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.

View Email Engagements on Email Records

When navigating to an email details page, sales reps now see the complete list of engagements pertaining to that email.

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Sales Productivity Manage Email in Lightning Experience

Available in: Lightning Experience

Available with Sales Cloud and included in Professional, Enterprise, Performance, and Unlimited Editions

For emails that are manually logged to Salesforce, view the full list of email engagement on email records.

Navigate to an email detail page (1). Then on the Engagement tab (2), view all the individual engagements available in this email.

Alert Types Inbox Only Inbox + Sales Engagement Inbox + Sales Engagement
+ EAC
Opens

Replies

Record assignments

Link clicks

Bounces

813
Sales Productivity Manage Email in Lightning Experience

On lead, contact, and person account records, when the activity timeline shows email activity, sales reps can access the engagement
details for each email. To view the engagements, click View full email and then hover over the Last Opened Date or click the email
subject. If you use Einstein Activity Capture to log emails automatically, use this method to view the engagement history for an email.

SEE ALSO:
View Engagement for Specific Emails on Lead, Contact, and Person Account Records

Considerations for Insert Availability in Lightning Experience Desktop

Be aware of these considerations for using Insert Availability in Lightning Experience desktop.

Available in: Lightning Experience

Available with Sales Cloud and included in Professional, Enterprise, Performance, and Unlimited Editions

• Let recipients select any available time on your calendar by inserting a scheduling link.
– Each link is unique, created when you insert it.
– You can’t copy a link and use it elsewhere.
– Scheduling links aren’t supported in automatic email signatures.
– Links are valid for 90 days.

• When selecting available times, the event owner’s calendar is the primary calendar from their connected email account. Events from
the connected account’s primary calendar, not from the Salesforce calendar or other additional calendars, are reflected on the
calendar grid when selecting available times.
• The suggested times that the recipient sees update as the event owner’s availability changes. The available times are based only on
the event owner's availability. The options available in the email don't live update as other attendees calendars become booked.
• A user’s availability is set to 9 AM–5 PM. To change their availability, go to personal settings, find Meeting Settings, and make any
changes.
• The default time zone is based on the Salesforce user's time zone, not their computer's time zone.

814
Sales Productivity Manage Email in Lightning Experience

• If there are multiple attendees, the event time is set when the first recipient selects a free time slot. The invite is then populated on
all attendees’ calendars.
• If a coworker has shared their calendar with you, you can view their calendar to schedule around their availability. Your coworker
doesn’t need an Inbox license to share their calendar.
• If a coworker has given you write permissions to their calendar, you can use Insert Availability to schedule meetings on their behalf.
Select a different meeting owner in the Insert Availability window. In Outlook, to be available as a meeting owner, the owner of the
shared calendar must also be an attendee on the invitation.
• Make sure that recipients are using up-to-date email clients and browsers. If the recipient's email client or browser doesn’t support
TLS 1.2, they receive an error message when they select an available time in the email.
• The attendee calendar doesn’t recognize Google Calendar Out of Office events.
• If Zoom video integration is enabled, connect your Zoom account and select to have a Zoom meeting link automatically added to
the generated event invitation.

SEE ALSO:
Considerations for Scheduling Events with Insert Availability in the Outlook and Gmail Integrations with Inbox

Schedule Emails with Send Later

As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at the most optimal time. Set up
Scheduled Emails in Lightning Experience so that reps can update the content of a scheduled email and change its scheduled date and
time.

Available in: Lightning Experience

Available with Sales Cloud and included in Professional, Enterprise, Performance, and Unlimited Editions

Set Up Send Later for Your Sales Reps

As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at the most optimal time. Set up
Scheduled Emails in Lightning Experience so that reps can update the content of a scheduled email and change its scheduled date
and time.
Schedule Send Later with List Email
As sales reps send emails to groups of leads and contacts, they can schedule the list email to arrive at the most optimal time.
Things to Know About Using Send Later
Review these considerations about scheduling emails and list emails to be sent later in Lightning Experience.

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Sales Productivity Manage Email in Lightning Experience

Set Up Send Later for Your Sales Reps

As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at
USER PERMISSIONS
the most optimal time. Set up Scheduled Emails in Lightning Experience so that reps can update
the content of a scheduled email and change its scheduled date and time. To send email:
• Send Email permission
Available in: Lightning Experience and access to the record
the email is sent from
Available with Sales Cloud and included in Professional, Enterprise, Performance, and
To schedule an email to
Unlimited Editions send later:
• Use Inbox user
permission, available
Enhanced email must be enabled. with a Sales
Engagement, Sales
1. Go to an object home page or the Salesforce home page where you want sales reps to manage
Cloud Einstein, or Inbox
scheduled emails. license
2. Click the gear icon and select Edit Page. OR
3. Add the Send Email Later - Pending List component to the page and save the change. Sales Engagement Basic
The Send Email Later - Pending List component creates a list of scheduled emails that have yet user permission
to send. To edit a page layout:
• Customize Application
SEE ALSO:
Things to Know About Using Send Later
Lightning App Builder: Create and Configure Lightning Experience Record Pages
Standard Lightning Page Components

Schedule Send Later with List Email

As sales reps send emails to groups of leads and contacts, they can schedule the list email to arrive
USER PERMISSIONS
at the most optimal time.
To send email:
Available in: Lightning Experience • Send Email permission
and access to the record
Available with Sales Cloud and included in Professional, Enterprise, Performance, and the email is sent from
Unlimited Editions
To schedule an email to
send later:
• Use Inbox user
1. To schedule a list email, select Send Later. permission, available
with a Sales
Engagement, Sales
Cloud Einstein, or Inbox
license
OR
Sales Engagement Basic
user permission

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Sales Productivity Manage Email in Lightning Experience

2. Set a date and time for the list email to be sent.

3. Click Send Later and the email is scheduled to be sent at that date and time.
To change the scheduled time, or delete the email, go to the List Emails home page.
The scheduled date and time appear on the list email.

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Sales Productivity Manage Email in Lightning Experience

Choose Edit Send Time or Unschedule.

Note: You can’t unschedule an email after its scheduled send time has passed.

Things to Know About Using Send Later

Review these considerations about scheduling emails and list emails to be sent later in Lightning Experience.

Available in: Lightning Experience

Available with Sales Cloud and included in Professional, Enterprise, Performance, and Unlimited Editions

• You can’t schedule an email reply.

• You can’t schedule an email being sent from an organization-wide email address.
• You can schedule an email for up to two months later.
• Email recipient addresses are saved when an email (or list email) is scheduled. Even if a recipient is deleted from Salesforce, the email
is still sent. You can delete scheduled emails from the Scheduled Emails list. Delete scheduled list emails from the List Emails home
page.
• If an email is scheduled from a cadence, and the contact is either removed from the cadence or moved to another cadence, the
scheduled email isn’t sent. The cadence step returns to an active state. The draft email is deleted and no longer appears on the
Scheduled Emails component.

• When scheduling an email to send later, use a Classic text email template, a Lightning email template, or an Email Template Builder
email template.

• Merge fields are resolved right before an email is sent, not when an email is scheduled. Field values can change after an email is
scheduled.
• Emails scheduled in Lightning Experience can be edited before they’re sent.
– The send date and time can be edited regardless of where the email was scheduled.
• For emails sent to individuals, use the Scheduled Emails list.
• For list emails, use the List Emails object home.

– If the email was scheduled from Lightning Experience, you can edit the email content in Lightning Experience.
– If the email was scheduled in Outlook or Gmail, edit the email content by opening the draft email in those products.

• The actual send time can vary within a few minutes of the scheduled time.
• Send Later creates an email draft as soon as an email is scheduled to be sent later.

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– If you’re sending email with Einstein Activity Capture, the draft is deleted after the email is sent. The sent email is in your email
application’s Sent Items folder and streams back on related records in Salesforce.
– If you’re sending email with Inbox (email capture off) the email’s status is updated from draft to sent.

• When introducing custom logic, such as triggers, that prevents the deletion or update of email message records, ensure that the
Send Later function can still delete or update emails.

SEE ALSO:
Sales Engagement
Set Up Send Later for Your Sales Reps
Organization-Wide Email Addresses
Types of Classic Email Templates

Use the Email Action in Lightning Experience

The Lightning Email action allows emails to be sent from anywhere in Salesforce. It allows greater
EDITIONS
customization, such as adding and removing fields or specifying predefined values. The action also
supports all objects which have activities enabled, and can be invoked from anywhere in Lightning Available in: Lightning
Experience. Experience

Available in: Essentials,

Which Email Action Are You Using in Lightning Experience? Enterprise, Performance,
There are two Lightning Email actions: one for the desktop and one for mobile. Unlimited, and Developer
Email Action Considerations Editions
Before working with the Email action, be aware of these limitations.
Troubleshoot the Email Action
If you’re having trouble with the Email action, review these tips.
Confirm That Global Layouts Are Using the Correct Email Action
Although the Email action is only available in Lightning Experience, it must be in the Quick Actions in the Salesforce Classic Publisher
section of the page layout so that the action is available in every layout that inherits from the global layout. The action must also be
in the global layout to enable Email in the Global actions menu, use reply/forward, use email in Assistant, and use email in Opportunity
Insights.
Confirm That Record Layouts Are Using the Correct Email Action
Confirm that the “Send Email” action is in the appropriate section of each record layout.
Create Additional Email Actions in Lightning Experience
Include the Email action on layouts to make emailing more convenient.
Fields Available on the Email Quick Action
After you create an Email quick action, you can customize the fields displayed for the action. Drag fields from the Email Message
Fields palette to the email layout.
Create Predefined Field Values for Email Recipients in the Send Email Action
By default, we prepopulate the To: field with a contact or lead email address when you open the email action from the contact or
lead record homes. Extend this behavior to other objects and also predefine the To:, Cc:, or Bcc: fields.

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Which Email Action Are You Using in Lightning Experience?

There are two Lightning Email actions: one for the desktop and one for mobile.
EDITIONS
To see which action you’re using:
Available in: Lightning
1. Click Setup.
Experience
2. In the Quick Find box, enter Global Actions, then click Global Actions.
Available in: Enterprise,
3. Examine the Email actions. Essentials, Performance,
The action is labeled Email, with the same name of SendEmail and an action type of Send Email. Unlimited, and Developer
Editions

Note: The Email Action for the Salesforce mobile app, EmailHighlightAction, is now called Email (mobile only). It displays on
mobile layouts only.

SEE ALSO:
Troubleshoot the Email Action

Email Action Considerations

Before working with the Email action, be aware of these limitations.
EDITIONS

General Available in: Lightning

Experience and the
• Using the Email action, you can send an unlimited number of emails. Salesforce mobile app
• You can’t add custom fields or rename existing fields in the Email action.
Available in: Essentials,
• The From field is required. Enterprise,Performance,
Note: If the From field isn't in the Email action layout, it must be predefined. Unlimited, and Developer
Editions
• HTML Body content is required; Text Body content is only supported on the Case-specific Email
action.

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Note: If the HTML Body field isn't in the Email action layout, it must be predefined.

• The Related To field can't be set to Cases in the global Email action.
• The Reply and Reply-All Email actions can’t be executed when the Email Composer tab isn't active.
• The Send an Email mobile action isn't supported on cases.

Predefined Values
• Emails sent with only email addresses specified aren’t associated with Salesforce records. Send emails to the Salesforce contact, lead,
or person account record instead.
• Related To can be predefined only for an entity-specific quick action, not a global quick action.
• Predefined values aren’t supported in Reply/Forward or emails initiated from Assistant or Opportunity Insights.
• Predefined values are supported in an inline Email action on a record and in an Email action on the Global Actions menu.
• If Compliance Bcc is enabled, predefined values for the Bcc field are ignored. If Auto Bcc is enabled, predefined values for the Bcc
field are appended to the Auto Bcc address.
• To predefine the From field, specify one of these email addresses:
– The user’s return email address
– The email address of the user’s connected account
– An org-wide email address
The predefined value is among the addresses available in the email composer From field when it isn’t hidden.

Reply/Forward and Email in Opportunity Insights

Reply/Forward and email functionality depends on the following criteria:
• The global Email action is on the Global layout, in the Salesforce1 and Lightning Experience Actions section.
• Either the Subject or Body field must be on the layout.
• The user has the Send Email permission.
• The Org-wide Preference "Access to Send Email" is set to All Emails.

In the Salesforce Mobile App

• In the Salesforce mobile app, click the Email action to choose the email app you want to use to compose and send your email.
Choices include your mobile device’s native email and other email providers, such as Inbox, and Gmail or Outlook. Composing an
email isn't done directly in the Salesforce mobile app.

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Troubleshoot the Email Action

If you’re having trouble with the Email action, review these tips.
EDITIONS
• The new email action wasn't set up properly if:
Available in: Lightning
– You don’t see the Email action in the Global Actions menu.
Experience
– You don’t see the Email action in the Activity Publisher of objects where you need email
capability. Available in: Essentials,
Enterprise, Performance,
– You’re missing reply/forward actions on an email activity.
Unlimited, and Developer
• When you add the Email action to the Global layout, it appears in the Global Actions menu (the Editions
+ button in the upper right) and in the Activity Publisher for all objects that inherit from the
Global layout.
• Either the Global or the object-specific Email action can be added directly to the actions section on the layout of any activity-enabled
object.
Object-specific email actions can only be added to the layout for that object. For example, an account-specific email action can be
added only to the account page layout.

• If the Email action is not displayed on an object, confirm that the object is activity-enabled.
• The Email Composer tab must be selected in the Feed for the Reply and Reply-All Email actions to work.
• Emails sent from the Email action use the character encoding specified in the user settings.
• To see the Email tab in the activity composer, set Email Deliverability to All Email.

SEE ALSO:
Which Email Action Are You Using in Lightning Experience?

Confirm That Global Layouts Are Using the Correct Email Action
Although the Email action is only available in Lightning Experience, it must be in the Quick Actions
EDITIONS
in the Salesforce Classic Publisher section of the page layout so that the action is available in every
layout that inherits from the global layout. The action must also be in the global layout to enable Available in: Lightning
Email in the Global actions menu, use reply/forward, use email in Assistant, and use email in Experience
Opportunity Insights.
Available in: Essentials,
Note: The Send an Email mobile action is not supported on cases. Enterprise, Performance,
Unlimited, and Developer
1. Click Setup. Editions
2. In the "Quick Find" field, enter Publisher Actions, then click Publisher Actions.
3. Confirm that the Email action exists on every global layout. USER PERMISSIONS
a. In the Quick Actions in the Salesforce Classic Publisher section, confirm that the Email action
To create and modify the
(with label of “Email”, name of “SendEmail”, and Action Type of “Send Email”) is listed. Email quick action:
b. If the Salesforce1 and Lightning Experience Actions section is not using the predefined • Customize Application
actions, confirm that the Email action (with label of “Email”, name of “SendEmail”, and Action To edit a page layout:
Type of “Quick Action”) is listed. • Customize Application

SEE ALSO:
Confirm That Record Layouts Are Using the Correct Email Action

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Sales Productivity Manage Email in Lightning Experience

Confirm That Record Layouts Are Using the Correct Email Action
Confirm that the “Send Email” action is in the appropriate section of each record layout.
EDITIONS
For each record layout page, ensure that the Email action is in the appropriate section. The correct
section depends on whether the “Quick Actions in the Salesforce Classic Publisher” and “Salesforce1 Available in: Lightning
and Lightning Actions” sections are inherited or overwritten. Experience
1. Click Setup. Available in: Essentials,
2. In the "Quick Find" field, enter Object Manager, then click Object Manager. Enterprise, Performance,
Unlimited, and Developer
3. Click Account. Editions
4. For each Account page layout, use the table to determine which section should have the Email
action.
USER PERMISSIONS
5. Repeat these steps for Opportunity, Lead, Contact, and Campaign layouts, and any
activity-enabled objects which should have email capability. To create and modify the
Email quick action:
Example: • Customize Application
To edit a page layout:
Quick Actions in the Salesforce Classic • Customize Application
Publisher

Inherited Overwritten

Salesforce1 and Predefined Ensure that the Ensure that action is

Lightning Actions Global layout is set in the “Quick Actions
up according to the in the Salesforce
instructions in the Classic Publisher”
“Global Layout” section.
section.

Overwritten Ensure that action is Ensure that action is

in the “Salesforce1 in the “Salesforce1
and Lightning and Lightning
Experience Actions” Experience Actions”
section. section.

Note: For records in the activity timeline, the Email action displays in the Activity Publisher.

SEE ALSO:
Confirm That Global Layouts Are Using the Correct Email Action

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Sales Productivity Manage Email in Lightning Experience

Create Additional Email Actions in Lightning Experience

Include the Email action on layouts to make emailing more convenient.
EDITIONS
If you don’t have an email action already, you can create one. If you already have an email action,
you can create another one for business process reasons. Available in: Lightning
Experience
For example, your company sends an email to every lead who’s attended a product demo. So, you
want one email action for generic emails, and another with a predefined subject and body that Available in: Essentials,
automatically uses the current record for the To email address. Enterprise, Performance,
For the follow-up email sent to leads, the subject says “Thanks for attending the demo” and the Unlimited, and Developer
Editions
body offers them a coupon on any future purchases. By putting this info in an email action, it’s
easier for your reps to send these emails, with a consistent message and formatting.
USER PERMISSIONS
Note: The Send an Email mobile action isn’t supported on cases.
You can’t use the global Send Email action with cases, or add the action to the Cases layout. To create and modify the
Instead, use an object-specific quick action. Email quick action:
• Customize Application
1. Click Setup. To edit a page layout:
2. In the "Quick Find" field, enter Global Actions, then click Global Actions. • Customize Application
3. Click New Action, then specify:
a. Action Type - Send Email
b. Standard Label Type - Email
c. Name - SendEmail (or something similar)

Note: When you create a custom quick action, use a unique label and API name. If the custom quick action has the same API
name as a legacy standard action, Metadata API and change set deployment errors can occur. The incorrect action can also
appear on page layouts. For example, use the name “SendEmail” instead of only “Email.”

4. Click Save.
5. On the layout editor, accept the default layout, and click Save.
6. Confirm global and record layouts are using the action.

SEE ALSO:
Confirm That Global Layouts Are Using the Correct Email Action
Confirm That Record Layouts Are Using the Correct Email Action
Fields Available on the Email Quick Action
Create a Send Email Quick Action for Cases

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Sales Productivity Manage Email in Lightning Experience

Fields Available on the Email Quick Action

After you create an Email quick action, you can customize the fields displayed for the action. Drag
EDITIONS
fields from the Email Message Fields palette to the email layout.
Available in: Lightning
Table 13: Fields Available on the Email Quick Action
Experience
Field Description
Available in: Essentials,
Blank Space Adds empty space to the email layout. This field can be used Enterprise, Performance,
multiple times within the email layout. Unlimited, and Developer
Editions
BCC Email header field where sales reps can enter BCC addresses.
If BCC Address is added to an email layout that includes
the To Address field, the BCC Address field is collapsed
and appears as a link in the email layout. When a sales rep clicks
the BCC link, the field expands and doesn’t collapse again. If the
field is required, a red line appears next to it and the field is
always expanded.
You can only predefine this field to an email address. You can
predefine it using either BCC (used to define email addresses)
or BCC Recipients (used to define contact, lead, and user IDs).

CC Email header field where sales reps can enter CC addresses.

If CC Address is added to an email layout that includes the
To Address field, the CC Address field is collapsed and
appears as a link in the email layout on the case page layout.
When a rep clicks the CC link, the field expands and doesn’t
collapse again. If the field is required, a red line appears next to
it and the field is always expanded.
You can only predefine this field to an email address. You can
predefine it using either CC (used to define email addresses) or
CC Recipients (used to define contact, lead, and user IDs).

From Email header field where sales reps can enter a From email
address from a picklist (dropdown list).
Reps can select from org-wide email addresses and the user’s
own email address.
The From picklist is added by default in the Send Email action
in new orgs created in Winter ’17 or later. If you create a Send
Email action after Winter ’17, then the From picklist is added
to the email layout by default.

HTML Body Email body field that supports HTML formatting and images.

Related To Field for the record ID of related objects, such as accounts,

opportunities, campaigns, cases, or custom objects.
For more information, see EmailMessage in the API Guide.

Subject Email header field where users can enter a subject.

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Sales Productivity Manage Email in Lightning Experience

Field Description
To Email header field where users can enter To email addresses.
You can only predefine this field to an email address. You can predefine it using either
To (used to define email addresses) or To Recipients (used to define contact, lead, and
user IDs).

SEE ALSO:
Create Additional Email Actions in Lightning Experience

Create Predefined Field Values for Email Recipients in the Send Email Action
By default, we prepopulate the To: field with a contact or lead email address when you open the
EDITIONS
email action from the contact or lead record homes. Extend this behavior to other objects and also
predefine the To:, Cc:, or Bcc: fields. Available in: Essentials,
The admin must specify the To recipient, Cc recipient, or Bcc recipient to associate the email with Enterprise, Performance,
the Salesforce record. The recipient must be a lead, contact, or person account. The predefined Unlimited, and Developer
fields must be lookup fields. Editions

1. Click Setup. In the Quick Find field, enter Global Actions, then click Global Actions.
2. Open the Send Email action you want to modify.
USER PERMISSIONS

3. In the Predefined Field Values section, click New. To create and modify the
Email quick action:
4. For Field Name, select one of the following fields:
• Customize Application
• To Recipients To edit a page layout:
• CC Recipients • Customize Application
• BCC Recipients

5. Use the formula editor to associate your selected field with a Salesforce record using the JUNCTIONIDLIST function.

Note: For values with only one ID, you don’t have to use the JUNCTIONIDLIST function.

For example:
• To associate the To Recipients field with the account’s primary contact record, enter:
JUNCTIONIDLIST(Account__c.Contact__c) OR Account__c.Contact__c

• To associate the BCC Recipients field with the account’s owner and the owner’s manager, enter:
JUNCTIONIDLIST(Account.ContactId, Account.Owner:User.ManagerId)

6. Click Save.

Example: Let’s review an example for defaulting the contact, lead, or person account into the Email Action. You have a custom
object called Application with a lookup field to the contact. The API name for Application is Application__c and the API name for
the contact field is Contact__c. Since we're getting data from the related record (the contact id), we need an entity-specific email
action for Application.
1. In Setup, go to the Object Manager tab and click the name of your custom object, Application.
2. Choose Buttons, Links, and Actions and click the New Action button.

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Sales Productivity Manage Email in Salesforce Classic

3. Choose the Send Email action type, complete the other fields, and click Save.
4. Choose Buttons, Links, and Actions and click the name of the action you created.
5. Add a predefined field for To Recipient, with the formula value Application__c.Contact__c, and click Save.
6. Add the new email action to the page layout.

Manage Email in Salesforce Classic

If you’re using Salesforce Classic, use Email Author to email your contacts, leads, person accounts,
EDITIONS
and coworkers directly from account, contact, lead, opportunity, case, campaign, or custom object
pages. Available in: Salesforce
Classic (not available in all
Send Email in Salesforce Classic orgs)
Email your contacts, leads, person accounts, and coworkers directly from account, contact, lead, Available in: All Editions
opportunity, case, campaign, or custom object pages in Salesforce Classic. except Essentials.
Delete Email Attachments Sent as Links in Salesforce Classic Mass email not available in:
When you add an attachment to an email, you can send the attachment as a link instead of Personal, Contact
sending the entire file. You can stop the person who got the email from opening the linked Manager, and Group
attachment. 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.
except Essentials.

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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Sales Productivity Manage Email in Salesforce Classic

Send Email in Salesforce Classic

Email your contacts, leads, person accounts, and coworkers directly from account, contact, lead,
EDITIONS
opportunity, case, campaign, or custom object pages in Salesforce Classic.
1. On the Activity History related list of a record, click Send an Email. Available in: Salesforce
Classic
2. To change formatting type, click Text-Only or Switch to HTML.
3. To use a predefined email template, click Select Template. Available in: All Editions
except Essentials
4. Complete the fields.
5. Click Send.
USER PERMISSIONS
Note: When you send an email to a Contact or Lead through the Send an Email composer,
To send email:
it checks the recipients' email opt-out preference. If any recipients have opted out, you see
• Send Email
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.

SEE ALSO:
Considerations for Sending Email in Salesforce Classic
Guidelines for Working with Email
Send Mass Email in Salesforce Classic

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
EDITIONS
the entire file. You can stop the person who got the email from opening the linked attachment.
You can find and delete attachments sent as links. Recipients who then click the attachment link Available in: Salesforce
see a message asking them to contact the email sender to view the attachment. You can search Classic
only within your organization’s email retention period. This period is typically 30 days, but contact
Available in: All Editions
Salesforce Support for your organization’s details.
except Essentials
1. From Setup, enter Attachments in the Quick Find box, then select Delete
Attachments Sent as Links.
USER PERMISSIONS
2. Enter either of these options.
To delete email attachments
• File name (optional), username, and date range:
sent as links:
• Optionally, attachment file name, including the file extension (for example, • Modify All Data
ThisYearResults.pdf). You can use wildcards (for example, ThisYearRes
would find ThisYearResults.pdf).
• Sender's username
• Attachment URL: Click the attachment link (.html) in the email to open it in a browser, and copy and paste the URL.
• Date range during which the email was sent

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.

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Sales Productivity Manage the Admin Details of Email

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.
You cannot recover deleted attachments from the Recycle Bin.

Manage the Admin Details of Email

Several options for using email, such as organization-wide email address, are set up by an admin
EDITIONS
for users.
Available in: Lightning
Email Security Mechanisms Experience and Salesforce
Salesforce supports several email security mechanisms: Transaction Layer Security (TLS), Sender Classic
Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message Available in: All Editions
Authentication, Reporting, and Conformance (DMARC). Each mechanism protects different
aspects of an email message.
Email Address Internationalization (EAI)
Connect with users across the globe by using non-Latin-based characters in email addresses when sending emails from Salesforce.
Verify Email Addresses with Async Email
Send email messages to internal and external users to ensure they’re registered with a valid email address that they own. Async
email messages contain a verification link (URL). Users simply click the link to verify their email address. After verifying their email
address, external users can log in with one-time password (OTP) via email (passwordless login).
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 and permission set.
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 emails, mass email, and list
email. In Lightning Experience, email sent via Gmail or Office 365 can contain an organization-wide email footer: you choose if it’s
included.
Inbound Email Snapshots
Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email errors.
Email: What’s Different or Not Available in the Salesforce Mobile App
Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different.
Using Images in Emails, Email Templates, and Enhanced Letterheads
Images can be used in email, email templates, and enhanced letterheads. Read more to understand the limitations.
Enable Email Bounce Handling
With bounce handling, reps know when an email doesn’t get delivered to recipients. And they also know which lead, contact, or
person account has a bad email address when there’s a permanent delivery failure. Review the considerations for the behavior
resulting from a soft bounce (a temporary delivery failure), or from a hard bounce (a permanent delivery failure).
Email Open Tracking and Email Opt Out
Keeping an eye on if and when customers open your outgoing emails is the best way to know if they’re successful. Honor customer
requests for different levels of email privacy; some customers don’t want any email, while others want to get commercial email only.
Email Reports
Use reports to get information on emails and list emails.

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Sales Productivity Manage the Admin Details of Email

Email Security Mechanisms

Salesforce supports several email security mechanisms: Transaction Layer Security (TLS), Sender
EDITIONS
Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message
Authentication, Reporting, and Conformance (DMARC). Each mechanism protects different aspects Available in: Salesforce
of an email message. Classic (not available in all
orgs) and Lightning
Set Up Transaction Layer Security (TLS) Experience
Transaction Layer Security (TLS) encrypts the contents of an email during transmission. The Available in: all editions
sender and receiver can also use it to verify each other's identity. You can choose a TLS setting except Database.com
when sending email through Salesforce or through an email relay.
Sender Policy Framework (SPF)
The Sender Policy Framework (SPF) email authentication method aims to reduce spam and fraud by making it harder for email
senders to hide their identity. SPF detects email spoofing by providing a process to verify who is permitted to send emails on your
behalf. SPF improves message deliverability, protects the credibility and reputation of your domains, and enhances user trust and
confidence. Salesforce uses SPF and recommends that you do, too.
Set Up Secure DKIM Keys
Use the DKIM (DomainKeys Identified Mail) key feature to let Salesforce sign outbound email sent on your company’s behalf. These
signatures give recipients confidence that the email was handled in a way that’s consistent with your company.
What Is DMARC?
Domain-based Message Authentication, Reporting, and Conformance (DMARC) is an email authentication, policy, and reporting
protocol. It’s built on top of Sender Policy Framework (SPF) and DomainKeys Identified Mail (DKIM) protocols. If neither of those
authentication methods passes, the DMARC policy determines what to do with the message. Salesforce supports and recommends
DMARC. It’s up to you to determine whether you implement it for your domain.

Set Up Transaction Layer Security (TLS)

Transaction Layer Security (TLS) encrypts the contents of an email during transmission. The sender
EDITIONS
and receiver can also use it to verify each other's identity. You can choose a TLS setting when
sending email through Salesforce or through an email relay. Available in: Salesforce
Note: Salesforce no longer supports TLS versions 1.1 or 1.0. If the receiving mail server only Classic (not available in all
orgs) and Lightning
supports TLS 1.1 or 1.0 ciphers, then the email is sent unencrypted unless the sending org
Experience
has specified that TLS is required.
1. From Setup, enter Deliverability in the Quick Find box, and then select Deliverability. Available in: all editions
except Database.com
2. In the Transport Layer Security (TLS) (Emails from Salesforce or Email Relay Only) section, select
your TLS Setting:
USER PERMISSIONS
• Preferred—If the message transfer agent (MTA) advertises TLS and a common cipher can
be negotiated, TLS is used. If TLS can’t be negotiated, the email is delivered unencrypted. To configure email
This setting is the default. deliverability:
• Required—If TLS can’t be negotiated or a common cipher can’t be agreed on, the email • Customize Application
bounces back to the originator.
• Preferred Verify—If the MTA advertises TLS, a common cipher can be negotiated, and
Salesforce can verify the receiver, TLS is used. Verification means that a valid certificate authority has signed the receiver’s certificate
and the hostname in the certificate matches the host to which we connected. If TLS can’t be negotiated or the verification fails,
the email is delivered unencrypted.

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Sales Productivity Manage the Admin Details of Email

• Required Verify—If TLS can’t be negotiated, a common cipher can’t be agreed on, or the sender can’t be verified, the email
bounces back to the originator. Verification means that a valid certificate authority has signed the receiver’s certificate and the
hostname in the certificate matches the host to which we connected.

3. Optionally, if you selected a setting other than Preferred, you can select Restrict TLS to these domains and enter the
comma-separated list of domains. When delivering to domains that aren’t listed, we use the "Preferred" setting.
4. Click Save.

Sender Policy Framework (SPF)

The Sender Policy Framework (SPF) email authentication method aims to reduce spam and fraud
EDITIONS
by making it harder for email senders to hide their identity. SPF detects email spoofing by providing
a process to verify who is permitted to send emails on your behalf. SPF improves message Available in: Salesforce
deliverability, protects the credibility and reputation of your domains, and enhances user trust and Classic (not available in all
confidence. Salesforce uses SPF and recommends that you do, too. orgs) and Lightning
Email messages contain two “from” addresses: the header from address and the envelope from Experience
address. The header from address is in the “From:” field of an email and is visible to all users. The Available in: all editions
envelope from address indicates which address to return, or bounce, the message back to. except Database.com
Some spam detection software looks at the envelope from address to see if it matches any sites
known to send spam. To avoid this type of detection, spammers often use a false envelope from
address.
Email providers use SPF checks to verify that the sender has the authority to send on behalf of the envelope from address. The SPF check
looks up the domain name listed in the envelope from address and compares its SPF record to the IP address sending the email. If the
SPF record includes the sending IP, the message passes SPF authentication. If it does not, the email can be flagged as spam.
Salesforce has an SPF record that allows receiving message transfer agents (MTAs) to validate that the sending MTAs are authorized to
send email from the Salesforce domain. Salesforce encourages customers to implement SPF to ensure that email sent from the Salesforce
application doesn't appear to be spoofed.
There are two ways that you can implement SPF for email sent from Salesforce: enabling Email Security Compliance or including Salesforce
in your SPF record.

Enable Email Security Compliance

Email Security Compliance updates the envelope from address in emails sent from Salesforce. With this feature enabled, the email
header from address is your email address, but the envelope from address is *.bnc.salesforce.com. Salesforce’s Sender
Policy Framework (SPF) record authorizes the IPs used by our message transfer agents (MTAs) to send email from our domain. Email
sent from Salesforce passes SPF checks even if you don’t have an SPF record for your email domain.
Include Salesforce in Your SPF Record
If you don’t enable Email Security Compliance, we recommend that you set up a Sender Policy Framework (SPF) record for your
email domain. To pass SPF checks, include Salesforce in that record.

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Enable Email Security Compliance

Email Security Compliance updates the envelope from address in emails sent from Salesforce. With
EDITIONS
this feature enabled, the email header from address is your email address, but the envelope from
address is *.bnc.salesforce.com. Salesforce’s Sender Policy Framework (SPF) record Available in: Salesforce
authorizes the IPs used by our message transfer agents (MTAs) to send email from our domain. Classic (not available in all
Email sent from Salesforce passes SPF checks even if you don’t have an SPF record for your email orgs) and Lightning
domain. Experience
1. From Setup, enter Deliverability in the Quick Find box, and then select Deliverability. Available in: all editions
2. In the Email Security Compliance (Emails from Salesforce or Email Relay Only) section, select except Database.com
Enable compliance with standard email security mechanisms.
3. Optionally, select Enable Sender ID compliance to have receiving mail servers use the Sender USER PERMISSIONS
ID email authentication protocol to verify the sender. This setting also populates the Sender
field in the envelope of every email you send from Salesforce with [email protected]. If To configure email
you enable this option, the recipient's email client may append the phrase “Sent on behalf of” deliverability:
• Customize Application
to the “From:” field of emails received from Salesforce.

Note: Most recipients don’t use Sender ID anymore. Unless you know that the recipient
of your email requires Sender ID, we don’t recommend that you enable this feature. See
Microsoft Exchange’s article on Sender ID for more information.

4. Click Save.

Include Salesforce in Your SPF Record

If you don’t enable Email Security Compliance, we recommend that you set up a Sender Policy
EDITIONS
Framework (SPF) record for your email domain. To pass SPF checks, include Salesforce in that record.
1. If you don’t already have one, create an SPF record. There are many online resources available Available in: Salesforce
if you need assistance with setting up your SPF record. Classic (not available in all
orgs) and Lightning
2. Include _spf.salesforce.com in your SPF record when sending mail from the Salesforce
Experience
application.
Available in: all editions
Note: Only use _spf.salesforce.com. Other SPF records for the salesforce.com except Database.com
domain aren’t relevant to sending mail from the Salesforce application.

Example SPF records:

• v=spf1 mx include:_spf.salesforce.com ~all
• v=spf1 mx ip4:204.14.234.64/28 ip4:204.14.232.64/28 ip4:182.50.78.64/28
ip4:96.43.144.64/31 ip4:96.43.148.64/31 include:_spf.salesforce.com ~all

SEE ALSO:
Knowledge Article: Sender Policy Framework and Salesforce SPF Records

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Set Up Secure DKIM Keys

Use the DKIM (DomainKeys Identified Mail) key feature to let Salesforce sign outbound email sent
EDITIONS
on your company’s behalf. These signatures give recipients confidence that the email was handled
in a way that’s consistent with your company. Available in: Salesforce
Classic and Lightning
Considerations for Creating DKIM Keys Experience
Before creating DomainKey Identified Mail (DKIM) keys, review the considerations and behaviors. Available in: all editions
Create a DKIM Key except Database.com and
You can implement several layers of security when delivering emails to your recipients. One Starter
option is to use the DKIM (DomainKeys Identified Mail) protocol. To ensure that emails aren’t
altered during transport, DKIM uses asymmetric cryptography keys to digitally sign your sent
emails.

Considerations for Creating DKIM Keys

Before creating DomainKey Identified Mail (DKIM) keys, review the considerations and behaviors.
EDITIONS

DKIM Rotation Available in: Salesforce

Classic and Lightning
For security purposes, Salesforce rotates your DKIM keys every 30 days. The rotation cycle begins
Experience
when a DKIM key pair has been created and published.
Available in: all editions
A DKIM key pair contains a public key and a private key.
except Database.com and
• Primary DKIM Key: Your main, active public-private DKIM key pair. Starter
• Alternate DKIM Key: Your secondary, inactive public-private key pair, used to replace the primary
key pair during rotation.

Rotation Timeline
Here’s the timeline of events starting the first time a DKIM key is published.
• Day 0: The primary DKIM key pair is published.
• Day 25: Salesforce creates an alternate DKIM key pair in preparation for rotation. Salesforce publishes the alternate key pair to DNS,
5 days before rotation, so that all DNS servers know of the new key pair.
• Day 30: Salesforce marks the alternate key pair as active and signs emails with the newly active key for the next 30 days.

Multiple DKIM Key Pairs

If multiple active DKIM keys match the sending domain, the key with the longest domain name applies. If the domain names for the
keys are the same length, the most specific key applies.
Example: Your emails from Salesforce are sent from mail.example.com. If DKIM key pairs exist for these four domains, Salesforce uses the
keys in this order.
• *.mail.example.com
• .mail.example.com
• *.example.com
• *.com
If multiple active keys have the same longest-matching pattern, Salesforce randomly selects one of the keys to use.

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Create a DKIM Key

You can implement several layers of security when delivering emails to your recipients. One option
EDITIONS
is to use the DKIM (DomainKeys Identified Mail) protocol. To ensure that emails aren’t altered during
transport, DKIM uses asymmetric cryptography keys to digitally sign your sent emails. Available in: Salesforce
Each DKIM key pair consists of one private and one public key. Salesforce publishes the public key, Classic and Lightning
and the private keys are stored in Salesforce. They’re linked together and work to increase the Experience
deliverability of your email.
Available in: all editions
When Salesforce uses DKIM key pairs to sign outbound email sent on your company’s behalf, you except Database.com and
increase your domain’s reputation as a legitimate sender. Starter
During mail transport, Salesforce uses your private key to generate a DKIM signature and then adds
that signature to outbound emails. When the recipient receives the email, the DKIM signature is USER PERMISSIONS
validated against the public key via your domain’s public DNS record. This validation proves that
the sender is who they claim to be. Manage DKIM keys:
• Customize Application
1. From Setup, enter DKIM Keys in the Quick Find box, and then select DKIM Keys.
2. Click Create New Key.
The new DKIM key pair defaults to the Inactive state.
3. Select the RSA key size. Consider email recipient limitations and industry-specific security regulations when choosing the key size.
4. For Selector, enter a unique name to identify the key name.
5. For Alternate Selector, enter a unique name. The alternate selector allows Salesforce to auto-rotate your keys.
6. Enter the domain name used to send emails for your Salesforce org.
The domain name used applies to the DKIM key. After you create a DKIM key and specify a domain name, you can’t edit the domain
name.
7. For domain match pattern, enter a comma-separated list of domain patterns that the domain name must match before Salesforce
signs an email with this DKIM key.
• Example.com - DomainOnly: Sign if sending domain matches at the domain level only (example.com, but not
mail.example.com).
• *.example.com - SubdomainsOnly: Sign if sending domain matches at the subdomain level only (mail.example.com,
but not example.com).
• example.com,*.example.com - DomainAndSubdomains: Sign if sending domain matches at the domain and subdomain
levels (example.com and mail.example.com).

8. Save your changes. Salesforce publishes your TXT records for this DKIM key to your domain’s DNS record.
9. Before activating this key, add the CNAME and Alternate CNAME records from your DKIM Key Details page to your domain’s DNS
record.
When the DNS publication is complete, your CNAME and alternate CNAME records appear on the DKIM Key Details page. It can take
time for DNS publication to finish around the world.
10. On the DKIM Key Details page, click Activate.

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You can’t activate your DKIM key until your CNAME records are published to your domain’s DNS record. For security purposes, Salesforce
rotates your DKIM keys every 30 days. When you activate your DKIM key, Salesforce creates a secondary, inactive DKIM key for the next
rotation.

SEE ALSO:
Improve Deliverability of Emails Sent from Salesforce
Enabling Compliance BCC Emails

What Is DMARC?
Domain-based Message Authentication, Reporting, and Conformance (DMARC) is an email
EDITIONS
authentication, policy, and reporting protocol. It’s built on top of Sender Policy Framework (SPF)
and DomainKeys Identified Mail (DKIM) protocols. If neither of those authentication methods passes, Available in: Salesforce
the DMARC policy determines what to do with the message. Salesforce supports and recommends Classic (not available in all
DMARC. It’s up to you to determine whether you implement it for your domain. orgs) and Lightning
DKIM and SPF help recipients to verify the authenticity of email messages. But many email Experience
environments are complex, sending email from many different systems, including third-party Available in: all editions
providers. Also, systems and third-party providers can change over time. This complexity and except Database.com
variability can make authenticating every legitimate email message through DKIM or SPF challenging.
For example, what if a domain owner sends emails that can’t be authenticated along with others
that can? Do you reject all of them in case some are fraudulent? Or, do you accept them all and risk letting spam through to your users?
That’s where DMARC comes in.
DMARC is a second layer of authentication after DKIM and SPF. If an email doesn't pass DKIM and SPF authentication, DMARC policy tells
the receiver what to do with the message. For example, it can reject some email messages and quarantine others.
DMARC also helps senders and receivers collaborate to improve the sender’s email authentication methods and the receiver’s identification
of unauthorized messages. With DMARC, the receiver can report back to the sender when emails fail their DKIM and SPF checks, even if
the messages aren’t rejected. This information helps senders determine how many legitimate messages can’t be authenticated. Senders
can then work with receivers to authenticate similar messages in the future. These reports can also inform senders of the scope of
fraudulent emails spoofing their domain. Senders and receivers can then change their joint approach to handling emails from that
domain based on this information.
Salesforce supports and recommends DMARC. It’s up to you whether you implement it for your domain.

SEE ALSO:
DMARC.org

Email Address Internationalization (EAI)

Connect with users across the globe by using non-Latin-based characters in email addresses when
EDITIONS
sending emails from Salesforce.

Note: EAI requires API version 49.0 or later. Available in: Salesforce
Classic (not available in all
orgs) and Lightning
Email Address Internationalization (EAI) Considerations Experience
Understand the impact of Email Address Internationalization (EAI) on email address length and Available in: All editions
the number of allowed recipients per email. Review support limitations, best practices, and the
changes to the character encoding returned through the API for email fields.

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Prepare for Email Address Internationalization (EAI)

Take these steps before activating Email Address Internationalization (EAI). Ensure that UTF-8 support exists throughout the email’s
path, update your integrations to support Unicode characters, and adopt the latest API version. We also recommend that custom
fields storing email addresses are of the Email field type.
Set Up Email Address Internationalization (EAI)
Email Address Internationalization (EAI) allows non-Latin-based characters in email addresses when sending emails to and from
Salesforce. You can choose whether emails containing a mix of American Standard Code for Information Interchange (ASCII) and
international email addresses are sent as separate or single emails.

Email Address Internationalization (EAI) Considerations

Understand the impact of Email Address Internationalization (EAI) on email address length and the
EDITIONS
number of allowed recipients per email. Review support limitations, best practices, and the changes
to the character encoding returned through the API for email fields. Available in: Salesforce
Classic (not available in all
Support Limitations orgs) and Lightning
Experience
EAI email addresses aren’t supported for Marketing Cloud, Marketing Cloud Account Engagement
(Pardot), Einstein Activity Capture, or Salesforce Inbox. Our Account Engagement email address Available in: All editions
validation vendor currently supports only ASCII characters. So you can’t add, update, or sync a
prospect with non-Latin-based characters in their email address in Account Engagement. If emails
with EAI recipients are included in the Account Engagement send pipeline, those recipients are dropped from the communication.

Only Use ASCII Email Addresses in the Email From Field

If a receiving Email Service Provider (ESP) or Mail Transfer Agent (MTA) doesn’t support internationalized email, emails sent from an EAI
email address bounce. And the emails bounce even if all the recipients are American Standard Code for Information Interchange (ASCII)
email addresses. Until all ESPs and MTAs support EAI, we recommend that you use only ASCII email addresses for your “from” addresses
when sending email from Salesforce. The “from" email address is typically populated from the user account’s email field or an
organization-wide email address.

Email Address Length and Storage

Non-Latin-based characters are often wider, requiring extra field space and storage. We support non-Latin-based characters in email
addresses up to the current 80-character maximum.

Note: Encrypting email can reduce the number of characters allowed per email address by as much as a third.

Number of Recipients Per Email

An EAI email address takes three times more storage on average than an ASCII email address. We addressed the storage per email address,
but the TO, CC, and BCC fields on an individual email each still allow up to 4,000 bytes. So using EAI email addresses can reduce the
maximum number of recipients per email by as much as a factor of three.

Mixed Address Handling

To maximize the delivery rate for your emails, Salesforce provides options on how to handle emails containing ASCII and EAI email
recipient addresses. The default option is to split the email into two emails. We recommend this option because it gives the message
the best chance of delivery.

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OPTION BEHAVIOR
Split • Delivery to the ASCII email address recipients succeeds.
• International emails are delivered successfully as long as the recipient’s ESP and MTA supports EAI.
• For recipients with an ASCII email address, the “Reply All” action only sends a response to recipients
with ASCII email addresses.
• For recipients with an EAI email address, the “Reply All” action sends a response to all email recipients.
If any receiving mail service doesn’t support EAI, the email bounces.
• If only EAI addresses exist in the TO field, that field can be blank in the split messages. For example, you
send an email with only EAI addresses in the TO field and ASCII and EAI addresses in the CC field. When
this message is split, the TO field in the split email with only ASCII addresses is blank. Although a blank
TO recipient list can look odd in your email client, email standards allow it.
If you choose to send email from Salesforce using an EAI email address, selecting this option has no effect.
A single email is sent because of the EAI email address in the from field.

Allow • Delivery is only successful to recipients whose ESPs and MTAs support internationalized emails.
• The “Reply All” action sends a response to all email recipients.

Storage and Display Encoding

With EAI disabled, the data in fields of type email are all stored with ASCII or ASCII Compatible Encoding (ACE) encoding.

INPUT DISPLAY STORAGE API TYPE RETURNED

ASCII ASCII ASCII ASCII

ACE ACE ACE ACE

Unicode (IDN) ACE ACE ACE

Unicode (EAI) Invalid email error N/A N/A

When you enable EAI, the encoding of the data in email fields changes. Most notably, Unicode (IDN) formatted email addresses entered
or updated after EAI is enabled are stored in Unicode format. Unicode (IDN) formatted email addresses stored in email fields before EAI
is enabled retain the original encoding type (ACE).

INPUT DISPLAY STORAGE API TYPE RETURNED

ASCII ASCII ASCII ASCII

ACE ACE ACE ACE

Unicode (IDN), entered before ACE ACE ACE

EAI is enabled

Unicode (IDN), entered or edited Unicode Unicode Unicode

after EAI is enabled

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INPUT DISPLAY STORAGE API TYPE RETURNED

Unicode (IDN with combining ACE ACE ACE
characters)

Unicode (EAI) Unicode Unicode Unicode

Unicode (EAI with combining Unicode@ACE Unicode@ACE Unicode@ACE

characters)

SEE ALSO:
Prepare for Email Address Internationalization (EAI)
Organization-Wide Email Addresses

Prepare for Email Address Internationalization (EAI)

Take these steps before activating Email Address Internationalization (EAI). Ensure that UTF-8 support
EDITIONS
exists throughout the email’s path, update your integrations to support Unicode characters, and
adopt the latest API version. We also recommend that custom fields storing email addresses are of Available in: Salesforce
the Email field type. Classic (not available in all
orgs) and Lightning
Ensure That UTF-8 Support Exists Throughout the Email’s Path Experience

Salesforce’s EAI support lets you send emails from Salesforce using EAI email addresses. It’s only Available in: All editions
one part of the email’s journey, though. Activated email relays must also support UTF-8 encoding,
and the recipient must be able to accept emails from UTF-8 encoded email addresses.
To receive emails from UTF-8 encoded email addresses, your Email Service Provider (ESP) must support UTF-8 encoding. A relatively
small percentage of ESPs provides UTF-8 support for email addresses. If you wish to receive emails from EAI email addresses, make sure
that your ESP provides the required support before enabling EAI.
Likewise, if you set up your Salesforce email to go through an email relay or send through Gmail or Office 365, those relay providers must
also support UTF-8 if you want to send emails through them to EAI email addresses.
If your email service provider or relay provider doesn't support UTF-8, you can only send emails to and receive emails from non-EAI email
addresses.

Update Your Integrations to Support Unicode Characters

As part of the support for EAI, email addresses are stored and displayed using Unicode characters. Ensure that your integrations can pass
and receive UTF-8 encoded characters. When EAI support is available, API queries can return UTF-8 data, regardless of your API version.

Adopt the Latest API Version

EAI requires API version 49.0 or later.

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Ensure That All Fields Storing Email Addresses Have the Email Type
If you're storing email addresses in a custom field with a type other than email, change the field type to Email. The Email type applies
required validation rules and ensures proper storage space for the corresponding data.

SEE ALSO:
Email Address Internationalization (EAI) Considerations
Send Email Through Email Relay
Send Through Gmail or Office 365

Set Up Email Address Internationalization (EAI)

Email Address Internationalization (EAI) allows non-Latin-based characters in email addresses when
EDITIONS
sending emails to and from Salesforce. You can choose whether emails containing a mix of American
Standard Code for Information Interchange (ASCII) and international email addresses are sent as Available in: Salesforce
separate or single emails. Classic (not available in all
Before enabling EAI, review the considerations and prepare your Salesforce org for the feature. orgs) and Lightning
Experience
Note: Orgs created in Summer ’20 or later have EAI enabled by default.
Available in: All editions
1. From Setup, in the Quick Find box, enter Email Address Internationalization,
and then select Email Address Internationalization.
USER PERMISSIONS
2. Select Allow international email addresses.
To configure Email Address
3. Select your Mixed Recipient Addresses setting.
Internationalization:
• Split—Emails sent from Salesforce containing ASCII and EAI email addresses in the TO, CC, • Customize Application
and BCC fields are split into two email messages. Delivery to the ASCII email address AND View Setup AND
recipients succeeds. International emails are delivered successfully as long as the recipient’s Email Administration
Email Service Provider (ESP) and Mail Transfer Agent (MTA) support EAI. This setting is the
default.

Important: If you choose to send email from Salesforce using an EAI email address, selecting this option has no effect.
A single email is sent because of the EAI email address in the from field.

• Allow—Emails sent from Salesforce containing ASCII and EAI email addresses in the TO, CC, and BCC fields are sent as a single
email. Delivery is only successful for recipients whose mail servers support internationalized emails.
For more information on mixed address handling, see Email Address Internationalization (EAI) Considerations.

4. Save your changes.

SEE ALSO:
Email Address Internationalization (EAI) Considerations
Prepare for Email Address Internationalization (EAI)

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Verify Email Addresses with Async Email

Send email messages to internal and external users to ensure they’re registered with a valid email
EDITIONS
address that they own. Async email messages contain a verification link (URL). Users simply click
the link to verify their email address. After verifying their email address, external users can log in Available in: both Salesforce
with one-time password (OTP) via email (passwordless login). Classic and Lightning
1. Use the Apex method asyncEmailConfirmation to send a verification link in an email Experience
message. Available in: Essentials,
Here's an example. Performance, Unlimited,
Enterprise, Developer,
Professional, and Group
Editions

USER PERMISSIONS

To configure email
deliverability:
• Customize Application
To create, customize, or
publish a community:
• Create and Set Up
Communities AND View
Setup and Configuration

System.UserManagement.sendAsyncEmailConfirmation('005RM000001a0Ox', '00XRM000000hxnG',
'0DBRM000000015i', '/s/contactsupport');

2. Optional. Customize the async email template.

a. From Setup, enter Email Templates in the Quick Find box, and then select Classic Email Templates.
b. Next to Communities: User Verification Email, click Edit.
c. To personalize your email content, edit the text in the email body. Use the available merge fields listed at the top of the page.
To find verification-specific fields, select Network Member Fields as the field type.

3. Optional. For more flexibility, create a custom async email message that includes a verification link.
To insert a verification link, use the $Network AsyncVerificationLink field.

4. Optional. Create a list view that tracks certain verification fields, such as whether users have verified their email addresses and phone
numbers.
a. From Setup, enter Users in the Quick Find box, and then select Users.
b. Click Create New View and select these verification-specific fields.
• Admin Trusted Mobile Number
• One-Time Password App
• Salesforce Authenticator
• Temporary Code
• U2F Security Key

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• User Verified Email

• User Verified Mobile Number

Organization-Wide Email Addresses

If your Salesforce org requires users to share a common email alias, you can define a list of
EDITIONS
organization-wide addresses for each user profile and permission set.
When sending email from Salesforce, users with these profiles can select their own email address Available in: Lightning
or the organization-wide email address for the email’s From field. Replies are delivered to the Experience and Salesforce
selected address. Classic

Also you can set up a special purpose organization-wide email address for Salesforce to use when Available in: All Editions
no reply is expected. Users can’t select this email address. It’s set up to be used by certain features.

Example: Your org has several users assigned to a Support Profile. This profile is associated
with an email address called [email protected] 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 [email protected] instead of their own
Salesforce email address.
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

Before creating organization-wide addresses and assigning them to your Salesforce user profiles, review a few details, including
information about mass emails and reporting.
Set Up Organization-Wide Email Addresses
You can define and manage organization-wide addresses for each permission set or user profile. When sending email from Salesforce,
users with these permission sets or profiles can select their own address or the organization-wide address for the email’s From
address. Replies are delivered to the selected address.

SEE ALSO:
Send Email Through Salesforce
Organization-Wide Email Footers

Considerations for Using Organization-Wide Email Addresses

Before creating organization-wide addresses and assigning them to your Salesforce user profiles, review a few details, including information
about mass emails and reporting.

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Available in: Lightning Experience and Salesforce Classic

Available in: all editions

• You can’t use organization-wide addresses in these instances:

– Scheduled reports
– Scheduled 1:1 emails
– Scheduling dashboards for refresh
– Sending mail merge emails, mass emails, and meeting requests to contacts and leads

• You can’t delete or change an organization-wide email address when it’s used by an email alert.
• You can create an org-wide email address specifically for No-Reply emails or use an existing org-wide email address as the default
No-Reply address. You can have only one verified No-Reply org-wide email address at a time. After a No-Reply address is created,
you can’t delete it.
• If a user’s connected account or sender email address is the same as the org-wide email address, the org-wide email address takes
precedence in the From: dropdown. The connected account or sender email addresses aren’t available.
• The org-wide verified email address is used as the From address in emails sent from the guest user record, such as emails sent from
some custom flows. Outgoing emails are blocked when they're sent from an unverified address in the guest user record.
• You can't see the Reply, Reply All, and Forward standard quick actions on an Email.Message record if the sender's email address is
an organization-wide address that isn't set for User Selection and Default No-Reply Address. Manage this setting in Organization-Wide
Addresses in Setup.
• You can't use an email service address for new organization-wide email addresses. Existing organization-wide address with email
service addresses continue to work. Examples of an email service address include an Email-to-Case address, an Email to Salesforce
address, or the address associated with the Apex email service.
• An admin can create an org-wide No-Reply address or use an existing address without requiring verification. Each time a new
org-wide email address is verified, it replaces the previously verified one.

Note: An admin verifies a new org-wide email address by clicking the link in the email sent after creating the address.

SEE ALSO:
Organization-Wide Email Addresses
Set Up Organization-Wide Email Addresses

Set Up Organization-Wide Email Addresses

You can define and manage organization-wide addresses for each permission set or user profile.
USER PERMISSIONS
When sending email from Salesforce, users with these permission sets or profiles can select their
own address or the organization-wide address for the email’s From address. Replies are delivered To modify organization-wide
to the selected address. addresses:
• Modify All Data
Available in: Lightning Experience and Salesforce Classic

Available in: All Editions

1. From Setup, in the Quick Find box, enter Organization-Wide Addresses, and then select Organization-Wide Addresses.

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Sales Productivity Manage the Admin Details of Email

2. Click Add.
3. Enter your organization-wide email address’s information.
4. Select the Purpose.
5. Select the profiles that can send email using this address. Or, select Allow All Profiles to Use this From Address to let all users,
including guest and unavailable profiles, use the selected organization-wide email address.
6. Click Save.
7. To select the permission sets that can send email using this address, from Setup, in the Quick Find box, enter Permission Sets,
and then select Permission Sets.
8. Click the permission set’s name, and then select Organization-Wide Email Address Access.
9. Click Edit.
10. Add the addresses to the Enabled Organization-Wide Email Addresses section. Click Save.
Back on the organization-wide email address’s page, you can see a list of the enabled permission sets.
To use an organization-wide address, send an email from Salesforce and choose your organization-wide address from the dropdown
list.

SEE ALSO:
Organization-Wide Email Addresses
Considerations for Using Organization-Wide Email Addresses
Create Permission Sets

Organization-Wide Email Footers

Let your users save time and apply common messaging to all emails sent from Salesforce by creating
EDITIONS
organization-wide email footers. You can create a separate email footer for each encoding and
choose default email footers for single emails, mass email, and list email. In Lightning Experience, Available in: Salesforce
email sent via Gmail or Office 365 can contain an organization-wide email footer: you choose if it’s Classic and Lightning
included. Experience

Available in: All Editions

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.
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 Through Salesforce

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Sales Productivity Manage the Admin Details of Email

Considerations for Setting Up Organization-Wide Email Footers

Before creating organization-wide footers for users in your Salesforce org, review a few details,
EDITIONS
including information about encoding and defaults.
• Footers are text only. HTML tags aren't rendered. Available in: Salesforce
• You can choose one default footer for single email and one for mass email or list email. These Classic and Lightning
defaults are used when no footer matches an outgoing email's encoding. Experience

• The maximum size of a footer is 32 KB. Available in: All Editions

• Encoding
– In Lightning Experience, the footers are sent in the user’s encoding setting.
– 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.

SEE ALSO:
Organization-Wide Email Footers
Set Up Organization-Wide Email Footers

Set Up Organization-Wide Email Footers

With organization-wide email footers, you can apply common messaging to all emails sent from
EDITIONS
Salesforce. In just a few clicks, you can create, edit, and deactivate footers, and set default footers.
1. From Setup, enter Email Footers in the Quick Find box, then select Email Footers. Available in: Salesforce
Classic and Lightning
2. To create, edit, and deactivate footers; set default footers; and deactivate organization-wide
Experience
email footers, use the available options.
Available in: All Editions
SEE ALSO:
Organization-Wide Email Footers USER PERMISSIONS
Considerations for Setting Up Organization-Wide Email Footers To create and edit email
footers:
• Modify All Data

Inbound Email Snapshots

Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email
EDITIONS
errors.
Available in: Lightning
What Are Inbound Email Snapshots? Experience and Salesforce
Inbound email snapshots capture a copy of inbound email messages, helping you diagnose Classic
issues with email services such as Email to Salesforce, Email-to-Case, and Apex email services. Available in: All Editions
Considerations for Using Inbound Email Snapshots except for Database.com
Consider these tips when using inbound email snapshots.
Request an Inbound Email Snapshot
Request a snapshot so you can troubleshoot inbound email issues.

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Access Inbound Email Snapshots

Access your snapshots to troubleshoot inbound email issues.
View an Inbound Email Snapshot
Download and view snapshots to troubleshoot inbound email errors.

SEE ALSO:
Use Email Logs to Monitor Emails Sent from Salesforce

What Are Inbound Email Snapshots?

Inbound email snapshots capture a copy of inbound email messages, helping you diagnose issues
EDITIONS
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. When an inbound Available in: Lightning
message meets that criteria, the snapshot records a single copy that you can view and download. Experience and Salesforce
The email itself is processed normally without alteration. Snapshots contain the: Classic

• Sender’s address Available in: All Editions

• Inbound email service address except for Database.com

• Date and time of the snapshot

• Full message contents, including headers and attachments
To enable inbound email snapshots, contact Salesforce.

SEE ALSO:
Considerations for Using Inbound Email Snapshots
Request an Inbound Email Snapshot
Access Inbound Email Snapshots
View an Inbound Email Snapshot

Considerations for Using Inbound Email Snapshots

Consider these tips when using inbound email snapshots.
EDITIONS
• 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, Available in: Lightning
even if someone else originally requested it. Experience and Salesforce
Classic
• 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. Available in: All Editions
except for Database.com
– 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.
– 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

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Type of inbound email address Where to find addresses

to Salesforce to view the unique address assigned to them
by Email to Salesforce.

Email routing addresses for Email-to-Case or On-Demand From Setup, enter Email-to-Case in the Quick Find
Email-to-Case 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.

• Unless you enter a full email address, use an asterisk (*) wildcard in the local-part of the email address (the part before the @ symbol)
or the domain-part (the part after the @ symbol), or both. 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.
• 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.

Request an Inbound Email Snapshot

Request a snapshot so you can troubleshoot inbound email issues.
EDITIONS
1. To enable inbound email snapshots, contact Salesforce.
Available in: Lightning
2. From Setup, enter Email Snapshots in the Quick Find box, then select Email
Experience and Salesforce
Snapshots.
Classic
3. To request an inbound email snapshot, enter criteria for the To address (required) and From
address (optional). Then click Request Snapshot. Available in: All Editions
The requested snapshot is added to the list of Pending and Completed Snapshots. When an except for Database.com
inbound message meets your specified criteria, we take a snapshot and complete the request.
USER PERMISSIONS

To request, view, download,

and delete email snapshots:
• Modify All Data

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Access Inbound Email Snapshots

Access your snapshots to troubleshoot inbound email issues.
EDITIONS
1. To enable inbound email snapshots, contact Salesforce.
Available in: Lightning
2. To access inbound email, from Setup, enter Email Snapshots in the Quick Find
Experience and Salesforce
box, then select Email Snapshots.
Classic

Available in: All Editions

except for Database.com

USER PERMISSIONS

To request, view, download,

and delete email snapshots:
• Modify All Data

View an Inbound Email Snapshot

Download and view snapshots to troubleshoot inbound email errors.
EDITIONS
1. To enable inbound email snapshots, contact Salesforce.
Available in: Lightning
2. From Setup, enter Email Snapshots in the Quick Find box, then select Email
Experience and Salesforce
Snapshots.
Classic
3. To view a completed snapshot:
Available in: All Editions
except for Database.com
Option Description
View snapshot details Click Show Details to see when the snapshot
was taken, the sender’s address, and the
USER PERMISSIONS
inbound email service address. Click Hide To request, view, download,
Details to collapse the details section. and delete email snapshots:
• Modify All Data
Download the snapshot Click Download then either open the email
as a .txt file or save it to your computer.

Email: What’s Different or Not Available in the Salesforce Mobile App

Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different.
EDITIONS
• The app doesn’t display emails in the improved layout that’s available in Lightning Experience.
• Inbox isn’t available. Available in:

• List email isn’t available. However, users can see completed list email activities in the Activity
History related list.
• Salesforce email templates can't be used in the Salesforce Mobile App.

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Using Images in Emails, Email Templates, and Enhanced Letterheads

Images can be used in email, email templates, and enhanced letterheads. Read more to understand
EDITIONS
the limitations.
• The maximum size for an inline image is 5 MB. Available in: Lightning
• Some image extensions, such as .SVG, don’t always have full support in email clients. Experience

• You can insert .SVG images into an email composer using a URL. However, Gmail doesn’t send Available in: Essentials,
those images with your email. Professional, Enterprise,
Performance, Unlimited,
• Inline images in templates aren’t supported when creating and saving templates from the
and Developer editions
Outlook and Gmail integrations.
• You can add images to an email, email template, or enhanced letterhead by clicking the Source
icon and including an image reference in the HTML.
• When you save an email template, any content document links (Salesforce file links) are converted to content asset links.
• If an email template’s HTML contains an image:
– The <html> tag is stripped out.
– A <body> tag with no attributes is stripped out. Body tags with attributes like <body style="color: maroon;" class="whatever">
aren’t impacted.

Pasting and dragging images follows these rules:

• – The limit for pasted images is 1 MB in the CKEditor.

Note: Beginning with Summer ’24, Service Email will no longer support the CKEditor.

– When you drag or paste an image to the Lightning Editor composer and the image is 5 MB or smaller, the image is inserted as
an inline image at the cursor. In all other cases, files are added to an email as attachments, including multiple image files, files
greater than 5 MB, and files other than images.

SEE ALSO:
Send and Receive Emails with Email-to-Case

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Enable Email Bounce Handling

With bounce handling, reps know when an email doesn’t get delivered to recipients. And they also
EDITIONS
know which lead, contact, or person account has a bad email address when there’s a permanent
delivery failure. Review the considerations for the behavior resulting from a soft bounce (a temporary Available in Lightning
delivery failure), or from a hard bounce (a permanent delivery failure). Experience and all
To display email bounce information in the activity timeline, enhanced email must be enabled. Salesforce apps in:
Essentials, Professional,
Note: The activity timeline doesn’t show the bounce warning for list emails. Enterprise, Performance,
Unlimited, and Developer
1. From Setup, click Email, then click Deliverability. Editions
2. Select Activate bounce management.
3. Optionally, select Return bounced emails to sender. Bounced emails are returned as USER PERMISSIONS
attachments to the sender.
To enable email tracking:
When an email results in a soft or hard bounce, the email record’s IsBounced field is set to
• Customize Application
True, and a bounce icon is shown on the activity timeline.
and Modify All Data
Note: Emails sent through Einstein Activity Capture don’t update the IsBounced field.

With a hard bounce, the contact, lead, or person account’s EmailBouncedDate and EmailBouncedReason fields are populated,
and a bounce icon is shown on those record detail pages.
Use the EmailBouncedReason field in list views to find contacts, leads, and person accounts with email addresses that generated
hard bounces. You can use it in a similar way in reports and in workflows to create workflow rules based on the hard bounce status.
EmailBouncedReason is a text field, and contains whatever description was provided in the email bounce reply.

Note: This value isn’t provided by Salesforce.

In the highlights panel at the top of the contact, lead, or person account detail pages, an alert icon appears next to the email address.
The icon indicates that the email address generated a hard bounce. Ensure that the email address field is in the highlights panel of the
detail record page so that users can see the alert.
To clear the alert, edit the contact, lead, or person account record and confirm that the current email address is correct, or update it.

Note: Bounce handling doesn’t support encrypted email addresses. If you need email bounce handling, don't encrypt the standard
Email field.

SEE ALSO:
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce
General Shield Platform Encryption Considerations

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Email Open Tracking and Email Opt Out

Keeping an eye on if and when customers open your outgoing emails is the best way to know if
EDITIONS
they’re successful. Honor customer requests for different levels of email privacy; some customers
don’t want any email, while others want to get commercial email only. Available in Lightning
Experience and all
Enable the Enforce Email Privacy Settings Preference Salesforce apps in:
You can set up Salesforce to respect each recipient’s email privacy preferences, set in the data Essentials, Professional,
Enterprise, Performance,
privacy record based on the Individual object. These preferences apply to contacts, leads, person
Unlimited, and Developer
accounts, and users, and include email tracking and opting out of email.
Editions
Track External and Internal Email
Tracking emails tells you whether someone has opened an email or clicked the included link.
Choose what type of emails your company wants to track. Emails to external email addresses are tracked by default.
Use and Filter Email Open Tracking
Keeping an eye on if and when customers open your outgoing emails is the best way to know if the emails are successful. You can
turn on tracking for all Salesforce emails, or allow recipients to specify that they don’t want emails from you to be tracked. You can
also filter out engagements based on the reader’s email IP address.
Opting Out of Email
Your customers expect the ability to choose which emails to receive, if any, from your company and its sales reps. Set up Salesforce
to save your customers’ individual choices.

Enable the Enforce Email Privacy Settings Preference

You can set up Salesforce to respect each recipient’s email privacy preferences, set in the data
EDITIONS
privacy record based on the Individual object. These preferences apply to contacts, leads, person
accounts, and users, and include email tracking and opting out of email. Available in Lightning
All organizations must enable Data Protection and Privacy and select Make data protection details Experience in: Essentials,
available in records. Complete all the steps detailed in Salesforce Help to fully set up data protection Professional, Enterprise,
and privacy. Performance, Unlimited,
and Developer editions
To use email tracking, Lightning Experience organizations must enable Enhanced Email.
1. From Setup, enter Deliverability in the Quick Find box, and then select Deliverability.
USER PERMISSIONS
2. In the Data Protection and Privacy section, select Enforce email privacy settings.
To update settings:
Email privacy settings, including email tracking, reflect the preferences set from the data privacy
• Customize Application
record based on the Individual object and the Email Opt Out setting on a contact, lead, or person
account detail page.

Track External and Internal Email

Tracking emails tells you whether someone has opened an email or clicked the included link. Choose
EDITIONS
what type of emails your company wants to track. Emails to external email addresses are tracked
by default. Available in: Available with
1. In Setup, go to Inbox Setup Assistant and turn External Email Tracking or Internal Email Tracking Inbox, which is available in
on or off. Professional, Enterprise,
Performance,
and Unlimited Editions

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Use and Filter Email Open Tracking

Keeping an eye on if and when customers open your outgoing emails is the best way to know if
EDITIONS
the emails are successful. You can turn on tracking for all Salesforce emails, or allow recipients to
specify that they don’t want emails from you to be tracked. You can also filter out engagements Available in Lightning
based on the reader’s email IP address. Experience, Salesforce
Classic, and all Salesforce
Considerations for Email Open Tracking apps in: Essentials,
Professional, Enterprise,
Keep these considerations in mind when working with email tracking.
Performance, Unlimited,
Enable Email Tracking for All Customers Opening Email from Your Company and Developer Editions
Let sales reps see if and when customers open email sent through Salesforce. In Lightning
Experience, reps see tracking info right in the activity timeline, and—if they aren’t using Einstein
Activity Capture—in the HTML Email Status report. Salesforce Classic users see the indicators in a report or in a related list. This
feature applies to all emails sent through Salesforce; it can’t be turned off for individual emails or customers.
Enable Email Tracking for Individuals Opening Email from Your Company
Help your sales reps honor customer requests to not track if and when they open email that reps send through Salesforce. Configure
Salesforce to respect individual email tracking preferences for contacts, leads, and person accounts in the data privacy record based
on the Individual object.
Enable Filtering for Email Tracking by IP Address
To ensure that email tracking engagement data isn’t included when an email is opened by an internal user, add your company’s IP
address range. If an email is set to be tracked and is opened by someone with an IP address in the range, that open isn’t included
as an engagement.
Set Up Filtering for Email Tracking by IP Address
To ensure that email tracking engagement data isn’t included when an email is opened by an internal user, add your company’s IP
address range. If an email is set to be tracked and is opened by someone with an IP address in the range, that open isn’t included
as an engagement.

Considerations for Email Open Tracking

Keep these considerations in mind when working with email tracking.
EDITIONS
In Lightning Experience, email tracking applies to all emails and list emails sent through Salesforce,
Office 365, Gmail, Email Relay, and Einstein Activity Capture. Available in Lightning
Experience, Salesforce
If email tracking was enabled before, emails sent before Winter ‘19 don’t show the correct tracking
Classic, and all Salesforce
information in Lightning Experience. The activity timeline and the email record home show Not
apps in: Essentials,
Tracked for these emails. The correct tracking information is available in the HTML Status report.
Professional, Enterprise,
An email isn't tracked if any of the following are true: Performance, Unlimited,
and Developer Editions
• The recipient field has an email address only, and no related contact, lead, or person account.
• The body of an email is blank.
• The email is sent from Cases or from an email that uses Email-to-Case. If you create an email from a Case in Salesforce Classic using
the EmailAuthor action and send it to a Contact, the email is tracked.
• A user configures their browser to not download embedded images.
For full functionality of the HTML Status report, the user must have access to leads and contacts.
Spam filters or mail gateway scans can cause inaccurate results for user email tracking. An email can seem opened, or a link can seem
clicked, even though no recipient has opened the email or clicked a link.

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Pixel-based open tracking technology is inherently imprecise and doesn’t generate foolproof signals. There are false positives and false
negatives.
Emails sent by Einstein Activity Capture users don’t show up in the HTML Email Status report, but tracking info is displayed in the activity
timeline. However, if Einstein Activity Capture users use Inbox mobile to send emails through a Microsoft account, tracking information
isn’t shown in the activity timeline. Instead, the tracking information is available in the Inbox feed.
List emails show tracking information in the HTML Email Status report only.
In Salesforce Classic, email tracking applies to HTML-based emails and mass emails.
Email tracking in Lightning Experience doesn't apply to emails sent from Cases or emails that use Email-to-Case.
Lightning Experience organizations must enable Enhanced Email.

Enable Email Tracking for All Customers Opening Email from Your Company
Let sales reps see if and when customers open email sent through Salesforce. In Lightning Experience,
EDITIONS
reps see tracking info right in the activity timeline, and—if they aren’t using Einstein Activity
Capture—in the HTML Email Status report. Salesforce Classic users see the indicators in a report or Available in Lightning
in a related list. This feature applies to all emails sent through Salesforce; it can’t be turned off for Experience, Salesforce
individual emails or customers. Classic, and all Salesforce
In Lightning Experience, email tracking applies to all emails and list emails sent through Salesforce, apps
Office 365, Gmail, Email Relay, and Einstein Activity Capture. Available in: Essentials,
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity Professional, Enterprise,
Settings. Performance, Unlimited,
and Developer Editions
2. Select Enable Email Tracking.
3. Click Submit.
USER PERMISSIONS
For regular emails in Lightning Experience, you can see email tracking information in the activity
timeline. You can also add the First Opened and Last Opened fields to your email page To enable email tracking:
layouts to see the tracking info for emails not sent through Einstein Activity Capture. • Customize Application
In Salesforce Classic, you can see email tracking information in the HTML Email Status related list
and the HTML Email Status report.

SEE ALSO:
Store Customers’ Data Privacy Preferences
Considerations for Tracking Emails Sent from Salesforce Inbox

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Enable Email Tracking for Individuals Opening Email from Your Company
Help your sales reps honor customer requests to not track if and when they open email that reps
EDITIONS
send through Salesforce. Configure Salesforce to respect individual email tracking preferences for
contacts, leads, and person accounts in the data privacy record based on the Individual object. Available in Lightning
All organizations must enable Data Protection and Privacy and select Make data protection details Experience and Salesforce
available in records. Complete all the steps detailed in Salesforce Help to fully set up data protection Classic in: Essentials,
and privacy. Professional, Enterprise,
Performance, Unlimited,
All organizations must enable Enforce email privacy settings. and Developer Editions
Lightning Experience organizations must enable Enhanced Email.
1. Confirm that the Individual field is on the contact, lead, and person account page layouts. USER PERMISSIONS
2. Locate the data privacy record based on the Individual object, and select the Details tab in the
To enable individually based
record.
email tracking:
3. Select either Don’t Process or Don’t Track. • Customize Application

Note: The Email Opt Out selection in contacts, leads, and person account page layouts
continues to work as it did.

SEE ALSO:
Data Protection and Privacy
Store Customers’ Data Privacy Preferences

Enable Filtering for Email Tracking by IP Address

To ensure that email tracking engagement data isn’t included when an email is opened by an
EDITIONS
internal user, add your company’s IP address range. If an email is set to be tracked and is opened
by someone with an IP address in the range, that open isn’t included as an engagement. Available in: Essentials,
Note: If your org has Einstein Activity Capture enabled, either Inbox or Sales Engagement Professional, Enterprise,
Performance, Unlimited,
must also be enabled.
and Developer Editions
1. From Setup, in the Quick Find box, enter Filter Email Tracking, and then select
Filter Email Tracking. Available with Sales
2. Enable Filter Email Tracking by IP Address. Engagement, which is
available for an extra cost
Enter IP address ranges. Use IPv4 addresses. IPv6 addresses aren’t supported for IP address filtering.
in: Enterprise, Performance,
The IP address used to track email opens is the address of the computer where the email is opened. and Unlimited Editions
If the email is opened on a machine with a private network address, then the IP address is recorded
Available with Inbox, which
as the public address of the email gateway. The IP address isn't related to the customer or the email
is available in Professional,
provider.
Enterprise, Performance,
Note: The IP address ranges are synchronized with Einstein Activity Capture and Inbox IP and Unlimited Editions
addresses that are filtered. Synchronization ensures that all email messages from those IP
addresses are filtered.
USER PERMISSIONS
SEE ALSO: To enable Filter Email
Set Up Filtering for Email Tracking by IP Address Tracking
• Customize Application

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Set Up Filtering for Email Tracking by IP Address

To ensure that email tracking engagement data isn’t included when an email is opened by an
EDITIONS
internal user, add your company’s IP address range. If an email is set to be tracked and is opened
by someone with an IP address in the range, that open isn’t included as an engagement. Available in: Essentials,
Note: If your org has Einstein Activity Capture enabled, either Inbox or Sales Engagement Professional, Enterprise,
Performance, Unlimited,
must be enabled.
and Developer Editions
If Filter Email Tracking by IP Address isn’t enabled, enable it.
Available with Sales
1. From Setup, in the Quick Find box, enter Filter Email Tracking, and then select Engagement, which is
Filter Email Tracking. available for an extra cost
2. Click New. in: Enterprise, Performance,
and Unlimited Editions
3. Enter the first and last IP address of the range. Optionally, enter a description.
Ask your email admin or someone in your IT department for help with determining the range. Available with Inbox, which
is available in Professional,
The IP address used to track email opens is the address of the computer where the email is Enterprise, Performance,
opened. If the email is opened on a machine with a private network address, then the IP address and Unlimited Editions
is recorded as the public address of the email gateway. The IP address isn't related to the
customer or the email provider.

Note: Use IPv4 addresses. IPv6 addresses aren’t supported for IP address filtering. USER PERMISSIONS

To create IP address ranges

4. Save your work. to filter email tracking
• Customize Application
Note: It can take a few minutes before Salesforce begins filtering the IP address range.

Example: Most companies enter the IP addresses for their internal email.

SEE ALSO:
Enable Filtering for Email Tracking by IP Address

Opting Out of Email

Your customers expect the ability to choose which emails to receive, if any, from your company
EDITIONS
and its sales reps. Set up Salesforce to save your customers’ individual choices.
Available in Lightning
Considerations for Opting Out of Email Experience and Salesforce
Keep these considerations in mind when setting up Salesforce to let your customers opt out Classic in: Essentials,
of email from your company. Professional, Enterprise,
Performance, Unlimited,
Individually Opting Out of Email and Developer Editions
You can set up Salesforce to let individuals choose to opt out of emails from your company.
What’s the Difference Between Email Opt Out and Individual Email Privacy Settings?
For leads, contacts, and person accounts, there are several email privacy preferences that affect whether that person can be sent an
email.
What’s the Difference Between Commercial and Non-Commercial Email?
Email privacy regulations have several definitions for the kinds of email that can be sent to users with email privacy preferences.
Learn about two kinds of email: commercial and non-commercial.

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Choose Which Sales Reps Can Send Non-Commercial Email

Sometimes you have relevant information to email to customers even when they’ve chosen not to receive any commercial emails
from your company. For example, for non-commercial email such as shipping information, updated billing balances, or a warning
to let them know their contract is expiring. Manage which sales reps can send non-commercial emails to these customers.

Considerations for Opting Out of Email

Keep these considerations in mind when setting up Salesforce to let your customers opt out of
EDITIONS
email from your company.
• When enabling email privacy settings, Data Protection and Privacy must also be enabled. Available in Lightning
• In Lightning Experience, reps need read visibility to the field Email Opt Out on leads and contacts. Experience and Salesforce
Check field level security on this field to confirm visibility. Without access to the field, reps don’t Classic in: Essentials,
Professional, Enterprise,
see any warning messages until they click send.
Performance, Unlimited,
• In Salesforce Classic, opting out of email with email privacy settings applies to regular emails and Developer Editions
(such as with Email Author) and mass email.
• In Lightning Experience, opting out of email with email privacy settings, using the data privacy
record based on the Individual object, applies to these emails
– Regular emails (such as with the Lightning Email Action)
– List emails
– SingleEmailMessage and MassEmailMessage APIs
– Email addresses unassociated with a Salesforce record
For example, if a user's email address is automatically added to the BCC field by the Compliance BCC Email setting, a warning
message appears. The email isn’t sent unless an Individual record is associated with the user’s record.
The same is true for other email addresses. All email addresses must be associated with a people record in Salesforce, and those
records must be associated with an Individual record.

• Opting out of email with email privacy settings doesn’t apply to the Cases Email Action, Workflows, or Process Builder.
• In the Outlook and Gmail integrations, sales reps see messaging regarding a contact or lead’s email preferences and restrictions. It’s
the sales rep’s responsibility to respect that privacy when sending emails from Outlook or Gmail.

SEE ALSO:
Considerations for Email Privacy Preferences in the Outlook and Gmail Integrations

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Individually Opting Out of Email

You can set up Salesforce to let individuals choose to opt out of emails from your company.
EDITIONS
Note: List emails aren’t sent to recipients with Email Opt Out selected or with Don’t Market,
Don’t Process, or Forget this Individual selected in the data privacy record based on the Available in Lightning
Individual object. Case email can always be sent to recipients with Email Opt Out or Don’t Experience and Salesforce
Classic in: Essentials,
Market selected in the data privacy record based on the Individual object.
Professional, Enterprise,
Performance, Unlimited,
Without email privacy settings and Developer Editions
1. Add the Email Opt Out field to lead, contact, and person account page layouts.
2. Check field level security settings on the Email Opt Out field and confirm that users have USER PERMISSIONS
access. Without access to the field, reps don’t see any warning messages until they click send.
To enable opting out:
3. For each record, select the Email Opt Out field to prevent that person from getting commercial • Customize Application
emails from Salesforce.

With email privacy settings

All organizations must enable Data Protection and Privacy and select Make data protection details available in records, and enable Enforce
email privacy settings. Complete all the steps detailed in Salesforce Help to fully set up data protection and privacy.

Note: In Lightning Experience, reps need read visibility to the field Email Opt Out on leads and contacts. Check field level security
on this field to confirm visibility. Without access to the field, reps don’t see any warning messages until they click send.
1. Confirm that the Individual tab is on the contact, lead, and person account page layouts.
2. Locate the data privacy record based on the Individual object, and select the Details tab in the record.
3. Select Don’t Market, Don’t Process, or Forget this Individual. Customers with the Don’t Market preference can receive
non-commercial emails from reps with the Send Non-Commercial Email permission.

Note: The Email Opt Out selection in contacts, leads, and person account page layouts continues to work as it did.

What’s the Difference Between Email Opt Out and Individual Email Privacy Settings?
For leads, contacts, and person accounts, there are several email privacy preferences that affect
EDITIONS
whether that person can be sent an email.
Email Opt Out Available in Lightning
Set this preference on the record detail page. This person can’t be sent any emails, unless the Experience and Salesforce
email sender is assigned the Send Non-Commercial Email permission. That permission applies Classic in: Essentials,
only to sending email from Lightning Experience. Professional, Enterprise,
Performance, Unlimited,
Don’t Market and Developer Editions
Set this preference on the Individual record’s detail page. This person can receive non-commercial
emails only. You need the Send Non-Commercial Emails user preference to send an email.
Forget this individual
Set this preference on the Individual record’s detail page. This person can’t receive any emails.
Don’t Process
Set this preference on the Individual record’s detail page. This person can’t receive any emails.
Don’t Track
Set this preference on the Individual record’s detail page. This person doesn’t want their interactions with emails tracked.

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What’s the Difference Between Commercial and Non-Commercial Email?

Email privacy regulations have several definitions for the kinds of email that can be sent to users
EDITIONS
with email privacy preferences. Learn about two kinds of email: commercial and non-commercial.
Sales Cloud offers two kinds of email classifications: commercial and non-commercial. What types Available in Lightning
of emails fit into these classifications varies from country to country. For example, in some Experience and Salesforce
jurisdictions, commercial email could include advertisements or promotions of a commercial product Classic in: Essentials,
or service, while billing statements and invoices would be considered non-commercial emails. Professional, Enterprise,
Performance, Unlimited,
In Sales Cloud, reps can send commercial emails only to recipients who have not selected to opt and Developer Editions
of commercial emails. Recipients whose email privacy preferences are set to Do Not Market in the
data privacy record based on the Individual object can be sent only non-commercial emails. Only
reps with the Send Non-Commercial Email permission can send non-commercial emails.
Because marketing and privacy laws vary in different countries, you should consult with a legal expert in determining how to apply the
commercial and non-commercial email classifications.

SEE ALSO:
Choose Which Sales Reps Can Send Non-Commercial Email
Opting Out of Email

Choose Which Sales Reps Can Send Non-Commercial Email

Sometimes you have relevant information to email to customers even when they’ve chosen not to
EDITIONS
receive any commercial emails from your company. For example, for non-commercial email such
as shipping information, updated billing balances, or a warning to let them know their contract is Available in Lightning
expiring. Manage which sales reps can send non-commercial emails to these customers. Experience and Salesforce
You must have the Email Opt Out field or Email Privacy enabled for this setting to take effect. Classic in: Essentials,
Professional, Enterprise,
Note: The Send Non-Commercial Email permission is on by default for all standard profiles Performance, Unlimited,
that send email, and for custom profiles created in the Winter ‘19 release and later. and Developer Editions
To prevent reps from sending email to customers who have the Email Opt Out or Don’t Market
privacy settings, disable Send Non-Commercial Email in their profiles. Also make sure that the setting USER PERMISSIONS
is disabled in any permission set assigned to the rep.
To change the setting for
1. From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets.
sending non-commercial
2. Clone an existing permission set, click the name to edit it, and select System Permissions. email:
3. Deselect Send Non-Commercial Email. • Customize Application

4. Assign to this permission set to reps who you don’t want to send non-commercial emails.
For customers that have selected Don’t Market in the Individual record, only reps with the Send Non-Commercial Email permission can
send them an email.
The Send Non-Commercial Email user permission applies to regular, 1:1 emails only.

Important: In the Outlook and Gmail integrations, sales reps see messaging regarding a contact or lead’s email privacy preferences.
However, the Send Non-Commercial Email permission isn’t enforced. It’s the sales reps responsibility to respect an email recipient’s
privacy when sending emails from Outlook or Gmail.

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SEE ALSO:
Considerations for Email Privacy Preferences in the Outlook and Gmail Integrations

Email Reports
Use reports to get information on emails and list emails.
EDITIONS

Report on Email Messages Available in: Essentials,

Use reports to see which emails and senders are most effective. Professional, Enterprise,
Performance, and Unlimited
Report on List Emails editions
Use reports to see which list emails and senders are most engaging.
Considerations for Email Reports
Depending on your org’s email setup, use different techniques to report on email usage and effectiveness.

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Report on Email Messages

Use reports to see which emails and senders are most effective.
EDITIONS
The email message report shows email message records created when the org has Enhanced Email
on. Available in: Essentials,
Professional, Enterprise,
1. From Setup, in the Quick Find box, enter Report Types, then select Report Types.
Performance, and Unlimited
2. Click New Custom Report Type. editions
3. Select Email Message as the Primary Object. Complete the fields and click Next.
4. Optionally, select a secondary object from among these options and save the report. USER PERMISSIONS
• Leads To run reports:
• Contacts • Create and Customize
• Email Message Relations Reports and Report
Builder
The leads and contacts secondary objects include custom fields on those objects.
The email message relations secondary object includes the fields common to leads and contacts.
But it doesn’t include custom fields from either object.

5. Use engagement fields to determine the success of any individual email.

Example: Use custom email reports to answer questions such as:

• How effective is the email outreach strategy?
• Which rep sends the most effective emails?
• What’s the ratio of inbound to outbound emails?

SEE ALSO:
Set Up a Custom Report Type

Report on List Emails

Use reports to see which list emails and senders are most engaging.
EDITIONS
The list emails report shows list email records.
Available in: Essentials,
Tip: If you want an overview of all sent email, including emails sent via list email, look at Professional, Enterprise,
activity reports. Performance, and Unlimited
1. From Setup, in the Quick Find box, enter Report Types, then select Report Types. editions

2. Click New Custom Report Type.

3. Select List Emails as the Primary Object. Complete the fields and click Next. USER PERMISSIONS
4. Optionally, select the List Email Sent Results secondary object and save the report. To run reports:
• List Email Sent Results includes these fields: • Create and Customize
Reports and Report
– Email address Builder
– Status
– Failure reason

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Example: Use custom list email reports to answer questions such as:
• Which list emails generated the most engagement?
• Which rep sends the most effective list emails?

Considerations for Email Reports

Depending on your org’s email setup, use different techniques to report on email usage and
EDITIONS
effectiveness.

Note: Emails sent through workflows aren’t reportable. Available in: Essentials,
Professional, Enterprise,
Performance, and Unlimited
Einstein Activity Capture editions

If your org is using Einstein Activity Capture, see Activity Metrics for how to get and use data on
emails.

Outlook and Gmail Integration

If your org is using an email integration, manually logged emails and events are reportable. If you have Sales Engagement enabled, you
can also report on which email template, if any, was used with an email.
See Outlook and Gmail Integration and Inbox Features for more information about this feature.

Outlook and Gmail Integration with Inbox

If your email integration includes the Inbox productivity features, your reporting can also include knowing when recipients open emails
and when recipients click links in emails.
For example, you can create a field in a report that checks if the FirstOpened field is NULL or not. If it isn’t NULL, then that email
has been opened. Using this information, you can determine if outgoing emails are successful or not.

Note: You can’t group by this field.

If your reps are manually logging incoming emails, and the report groups records by Email ID, then you can easily see how many
emails are getting a response. Analyze these emails to see why they’re so effective, and replicate that across your org.
We recommend grouping by Email ID; otherwise, the grouping is by recipients.
The fields Tracked and IsIncoming are included by default.
See Outlook and Gmail Integration and Inbox Features for more information about what you can report on.

Lightning Experience
When you’re composing emails in Salesforce Lightning Experience and Enhanced Email is enabled, you can report only on your outgoing
emails.
See Report on Email Messages for more information on setting up email reports.
These reports provide summary engagement information. To see information at the recipient level, use Engagement reports.

Sales Engagement
Automatic Emails in Sales Engagement cadences aren’t reported in the Email Message report. Instead, use the list email activity report.

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See Report on Email Messages for more information on setting up list email reports.

Email a Group with 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
EDITIONS
a list of recipients to target the email. Use templates with merge fields to personalize each copy of
the email. Available in: Lightning
Experience and Salesforce
Send List Email in Lightning Experience Classic
List email sends an individual email to each recipient instead of one email to the entire group. Available in: Essentials,
Send individual, personalized, emails to recipients on contact and lead lists and members of a Professional, Enterprise,
campaign. Or, choose individual records on a list or campaign view. Use email templates with Performance, Unlimited,
merge fields to customize each email. List email is intended to facilitate your business processes, and Developer Editions
not to replace your email application or handle mass-marketing campaigns.
Send Mass Email in Salesforce Classic
Send individual copies of an email a list of contacts, leads, or person accounts for small-scale sales or support. Mass email sends an
individual email to each recipient instead of one email to the entire group. Use templates with merge fields to personalize each copy
of the email. Mass email is intended to facilitate your business processes, not to replace your email application or handle
mass-marketing campaigns.

Send List Email in Lightning Experience

List email sends an individual email to each recipient instead of one email to the entire group. Send
EDITIONS
individual, personalized, emails to recipients on contact and lead lists and members of a campaign.
Or, choose individual records on a list or campaign view. Use email templates with merge fields to Available in: Lightning
customize each email. List email is intended to facilitate your business processes, not to replace Experience
your email application or handle mass-marketing campaigns.
Available in: Essentials,
Professional, Enterprise,
Considerations for Sending List Email in Lightning Experience Performance, Unlimited,
Before you send a list email—an email to a list of contacts, leads, or campaign and Developer Editions
members—consider a few key points.
Enable List Email
Give your users the permission to send list 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.
List Email Limitations
See the limitations for sending list emails.
Email and Outreach Considerations for Salesforce Starter and Pro Suite
Respect your prospects’ and customers’ wishes when they request only specific forms of contact from your company. These requests
can include being able to opt in or opt out of specific communication types, or requesting to receive no communications at all.

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Considerations for Sending List Email in Lightning Experience

Before you send a list email—an email to a list of contacts, leads, or campaign members—consider
EDITIONS
a few key points.
• You can add these types of list views as a list email recipient. Available in: Lightning
Experience
– Contact list view
– Lead list view Available in: Essentials,
Professional, Enterprise,
– Campaign list view
Performance, Unlimited,
If you enter a contact or lead’s name, and a list view has the same name, the email is sent to and Developer Editions
everyone on the list view.
• In Experience Cloud sites, list email is only available to company communities.
• Campaign merge fields can’t be used in list emails.
• To send a list email to person accounts, create a contact list view.
• When sending a list email, it’s possible to select list views and campaigns with contact, lead, and person account entries in common.
If the different entries represent the exact same record, the recipient gets one email only. If the entries are for different records, but
each record has the same email address, then the recipient gets multiple emails.
• A list email isn’t sent to a recipient if any of the following are true:
– A previous email to the recipient has bounced, indicating a bad email address.
– The recipient is missing an email address.
– The recipient (contact, lead, or person account) selected Email Opt Out.

• If Enforce email privacy setting is enabled, a list email isn’t sent to a recipient if any of the following are also true:
– The recipient selected Don’t Process.
– The recipient selected Don’t Market.
– The recipient selected Forget this Individual.
– The Individual record is missing.

• You can’t create a list email in the Salesforce app, but you can see the activity in the Activity History related list.
• You can use Salesforce Classic to view list email activity in the Activity History list. However, to show the list email record when you
click the list email activity, enhanced email must be enabled.
• 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 you send a list email that’s using a Classic email template with an attachment, the attachment isn’t shown in the list email
record.
• Attachments are sent as links rather than as physical files. When recipients click the attachment link in the email, a preview opens
in a separate browser window. From that window, they can download the file if they want.
A link is available until it's removed manually.

• You can’t send a list email using a Classic Visualforce email template. Similarly, Classic Visualforce email templates aren’t supported
in the Lightning List Email action.
• The From address for list emails differs depending on whether you’re using Einstein Automatic Capture.
– With Einstein Automatic Capture: the From address is the email address that’s specified in your user record only. For example,
you can’t use any of the email addresses in your connected accounts.

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Sales Productivity Email a Group with List Email and Mass Email

– Without Einstein Automatic Capture: the From address is your return address or, if your return address isn’t specified, your email
address.
To specify how your name appears to recipients and which return address to use, open your personal settings. In My Email
Settings enter the preferred Email Name and Email Address.

SEE ALSO:
Send a List Email in Lightning Experience
List Email Limitations
Email Allocations per Edition
Knowledge Article: ContentDocumentLink error when Trying to Send List Email

Enable List Email

Give your users the permission to send list email.
EDITIONS
1. From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets.
Available in: Lightning
2. Click one of the standard permission sets.
Experience
3. Scroll to the Systems section and click System Permissions.
Available in: Essentials,
4. On the System Permissions page, click Edit. Professional, Enterprise,
5. Select Allow sending of List Emails , and click Save. Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To add system permissions

to a permission set:
• Manage Profiles and
Permission Sets

Send a List Email in Lightning Experience

Create and send a list email, which sends an individual email to each recipient in the list.
EDITIONS
Before creating the list email, verify that you have a contact or lead list view, or a campaign, with
the recipients you want. Available in: Lightning
Experience
Tip: To email everyone on a report, run the report and add the resulting records to a campaign.
Then send a list email to that campaign. Available in: Essentials,
Professional, Enterprise,
To use an email template from Salesforce Classic, create the template before creating the list email.
Performance, Unlimited,
Note: You can’t create a list email in the Salesforce app, but you can see the activity in the and Developer Editions
Activity History related list.
1. Navigate to a contact or lead list view, or a campaign member view. USER PERMISSIONS
Unless you want to email all campaign members, filter the campaign members list or select To send and view list emails:
individual campaign members. • Allow sending of List
Emails

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Sales Productivity Email a Group with List Email and Mass Email

2. Select the checkbox next to individual records you want to email, or select all records on the page.
If you’re on any view except Recently Viewed, and no records are selected, clicking Send List Email selects all the records as list
email recipients.

3. Click Send List Email.

4. If you want, add the names of list views or campaigns in the Recipients field. You can add contact and lead list views for the same
list email.
If you’re sending a list email to at least one campaign, use the Related To field to select a campaign. The campaign tracks all the
engagement metrics from the list email, such as total sent.

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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Sales Productivity Email a Group with List Email and Mass Email

8. Click Save as Draft, Send, or Send Later.

To continue editing a list email draft or updating a schedule, go to the List Emails home page.
If you choose Send Later, 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, or on the List Emails home page.
The list email appears in the activity timeline for the recipient and the recipient’s account, if Roll up activities to a contact’s primary
account is enabled. 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 statistics such as total sent.
To see the HTML Email Status report, go to the Reports page, click New Report, and search for HTML. Select HTML Email Status. This
report shows the results of all list emails.

SEE ALSO:
Considerations for Sending List Email in Lightning Experience
Schedule Emails with Send Later
What Are the Differences Between Activity Timeline and Activity History?
Video: Send Personalized Emails to a Group (English Only)
Knowledge Article: ContentDocumentLink error when Trying to Send List Email
How do I add contacts and leads to campaigns?

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List Email Limitations

See the limitations for sending list emails.
EDITIONS
The following limitations apply to list emails.
Available in: Lightning
• List emails can contain up to 32,000 characters for the body and 3,000 characters for the subject.
Experience
These limits include visible characters and other characters in the email, including markup.
• The maximum size of email messages for email services is 35 MB and includes the email header, Available in: Essentials,
subject, body, and attachments. Because attachments are sent as links, a large attachment Professional, Enterprise,
doesn’t cause an email message to exceed these limits. Email size can also vary due to things Performance, Unlimited,
beyond user control, such as character set and transfer encoding of the parts of the email. and Developer Editions

• You can manually select up to 200 contacts or leads from a contact or lead list view.
• You can add up to 10 list views in the Recipients field.
• List emails count against an org’s mass email daily send limit, which is typically 5,000 email recipients per day.
• In Developer Edition orgs and trial orgs, you can send to no more than 10 external email recipients per day using mass email and
list email. 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, you can send emails to a maximum of 50 recipient addresses per day.

SEE ALSO:
Email Allocations per Edition

Email and Outreach Considerations for Salesforce Starter and Pro Suite
Respect your prospects’ and customers’ wishes when they request only specific forms of contact
EDITIONS
from your company. These requests can include being able to opt in or opt out of specific
communication types, or requesting to receive no communications at all. Available in: Lightning
Data protection and privacy regulations require you and your company to honor people’s requests Experience
about how you use their data and how you communicate with them. Regions and countries have
Available in: Starter and Pro
specific regulations, such as:
Suite Editions. Your edition
• General Data Protection Regulation (GDPR), European Union determines the options you
• California Consumer Privacy Act (CCPA), United States have.

• Canada’s Anti-Spam Law (CASL)

Familiarize yourself with the regulations for the regions you sell to, and follow that region’s local rules.
It’s your company’s responsibility to provide a consent management path for your prospects and customers. For example, your consent
path can use Salesforce to include opt-in, opt-out, or unsubscribe information in email footers. Directions could instruct recipients to
reply with their consent preferences or provide a link to an Unsubscribe page hosted on your company’s website. In Salesforce, use the
Email Opt Out and Do Not Call fields on leads and contacts to indicate the preference. Leads and contacts with the Email Opt-Out option
don’t receive emails when added to a list email.

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Send Mass Email in Salesforce Classic

Send individual copies of an email a list of contacts, leads, or person accounts for small-scale sales
EDITIONS
or support. Mass email sends an individual email to each recipient instead of one email to the entire
group. Use templates with merge fields to personalize each copy of the email. Mass email is intended Available in: Salesforce
to facilitate your business processes, not to replace your email application or handle mass-marketing Classic
campaigns.
Available in: Professional,
Enterprise, Performance,
Considerations for Sending Mass Email in Salesforce Classic and Unlimited Editions
Before you send a mass email—an email to a list of contacts, leads, or person accounts—consider
a few key points.
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.

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
EDITIONS
a few key points.
• You can send a mass email to a recipient list that consists of contacts, leads, person accounts, Available in: Salesforce
or users that you can view in Salesforce. Classic
• If a standard email field is hidden via field-level security, the Mass Email links for contacts and Available in: Professional,
leads don’t appear. Enterprise, Performance,
• Mass email can be sent to an address in a standard email field. Mass email with a custom email and Unlimited Editions
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 are sent as links rather than as physical files. When recipients click the attachment link in the email, a preview opens
in a separate browser window. From that window, they can download the file if they want. 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.

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Sales Productivity Email a Group with List Email and Mass Email

– 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

Send Mass Email in Salesforce Classic

Send an email to a group of contacts, leads, person accounts, or coworkers all at the same time.
EDITIONS
Note: You can’t use an organization-wide address to send a mass email.
Available in: Salesforce
Watch a Demo: Sending Mass Email (Salesforce Classic) Classic
1. Depending on who the recipients of your mass email are, do one of the following. Available in: Professional,
For contacts or person accounts Enterprise, Performance,
On the Contacts or Cases tab, in the Tools section at the bottom of the page, click Mass and Unlimited Editions
Email Contacts.
If you use person accounts, the link also appears on the Accounts tab. USER PERMISSIONS
For leads To send mass emails to
On the Leads tab, in the Tools section at the bottom of the page, click Mass Email Leads. contacts, person accounts,
or leads:
For coworkers (other Salesforce users)
• Mass Email
If you have the Manage Users permission, from Setup, enter Mass Email Users in
the Quick Find box, and then select Mass Email Users. To send mass emails to
coworkers:
2. Select a list view of recipients, and then click Go!. • Mass Email
3. All recipients in the list view are selected by default. To remove recipients, deselect them. AND

4. Click Next. Manage Users

5. Choose an email template. To send mass emails and

log them in the Activity
6. To view the templates, click the Preview links.
History related list:
7. Click Next. • Mass Email
8. On the confirmation page, select the processing options to use. The mass email name that you AND
specify appears in the queue and status messages that you receive from Salesforce, not in the Edit Tasks
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.

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Sales Productivity Email a Group with List Email and Mass Email

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
Email a Group with 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.
EDITIONS
1. Make sure that your Salesforce org is configured to receive email notifications for mass emails.
See your Salesforce admin for help. Available in: Salesforce
Classic
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 Available in: Professional,
to recipients (including the subject line) is determined by the email template. 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

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Sales Productivity Email a Group with List Email and Mass Email

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
EDITIONS
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 Available in: Salesforce
have permission, you can view the status of organization-wide mass emails from Setup. Classic
The mass email queue shows the number of recipients that the mass email was addressed to and
Available in: Professional,
sent to. These numbers may differ because:
Enterprise, Performance,
• One or more selected recipients opted out of receiving mass email after the mass email was and Unlimited Editions
scheduled but before it was processed.
• One or more selected recipient email addresses were removed from the contact or lead after USER PERMISSIONS
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 To view your mass email or
cancel your pending mass
before it was processed. Salesforce does not send mass emails scheduled by a user who is
email:
deactivated.
• Mass Email
To view all mass email or
SEE ALSO: cancel pending mass email
Use Email Logs to Monitor Emails Sent from Salesforce in your organization:
• Modify All Data
Send Mass Email in Salesforce Classic

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
EDITIONS
these guidelines for additional information.
• By default, the My Contacts, My Leads, Active Users, or My Cases views include all records with Available in: Salesforce
an email address. To change the list of recipients, create a custom view. If the record contains Classic
no email address, or Email Opt Out is selected, a contact, lead, or person account isn’t
Available in: Professional,
included in any email list views. Person accounts are included in contact list views. Enterprise, Performance,
• In the email template preview window, the template displays any merge fields included in it, and Unlimited Editions
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.
• 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.

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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 licensed Salesforce org based on Greenwich Mean
Time (GMT).
The following limitations also apply to mass emails.
• You can send mass email and list email to a maximum of 5,000 external email addresses per day per licensed Salesforce org. A day
is calculated based on Greenwich Mean Time (GMT).
• The single email, mass email, and list email limits count duplicate email addresses. For example, if you have
[email protected] in your email 10 times that counts as 10 against the limit.
• API or Apex single emails can be sent to a maximum of 5,000 external email addresses per day.
• You can send an unlimited amount of email through the UI to your org’s internal users, which include portal users.
• You can send mass emails and list 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 to no more than 10 external email
recipients per org per day using mass email and list email.
• You can’t send mass email using a Visualforce email template.

Email Templates
Use email templates to increase productivity and ensure consistent messaging. Email templates
EDITIONS
with merge fields let you quickly send emails that include field data from Salesforce records like
contacts, leads, or opportunities. You can use email templates when emailing groups of Available in: Lightning
people—with list email or mass email—or just one person. Experience and Salesforce
Classic
Standardize Email with Email Templates Available in: All Editions
Use email templates to increase productivity and ensure consistent messaging. Email templates
with merge fields let you quickly send emails that include field data from Salesforce records.
You can create your own, or use templates created by others in your organization. Associate a letterhead to your email template to
standardize your branding and increase productivity.
Email Template Allocations Per Edition
See the allocations for email and email templates per edition.
Types of Email Templates
Different email templates types have different features and advantages. Review the table to determine which email template type
works best for you: Salesforce Classic, Lightning Experience, or Email Template Builder (created in Lightning Experience).

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Sales Productivity Standardize Email with Email Templates

Select an Email Template When You Compose an Email

When composing an email, use an email template to speed up things and make sure you’re sending the right message. You can
use your own email template, or one from your company.
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. Review these suggestions to avoid the problem.
Email Template Permissions
Enable email template features and manage permissions and access for administrators and end users.
Render HTML Tags in Outlook
You can use HTML tags in Lightning email templates and in templates created with Email Template Builder. Ensure that these tags
appear correctly in Outlook emails.
Use Merge Fields in Email Templates and Letterheads
A merge field is a placeholder in an email template or letterhead. When you send the email, the placeholder is replaced with the
Salesforce data from the record or records of the people you are emailing. When using merge fields, it’s a good idea to understand
how they work and what to expect in your merged emails.
Email Templates in Lightning Experience
Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly
send emails that include field data from Salesforce records.
Email Template Builder
The email template builder is a visual tool for creating rich, engaging email templates.
Email Templates in Salesforce Classic
Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly
send emails that include field data from Salesforce records.

SEE ALSO:
Send List Email in Lightning Experience
Send Mass Email in Salesforce Classic

Standardize Email with Email Templates

Use email templates to increase productivity and ensure consistent messaging. Email templates
EDITIONS
with merge fields let you quickly send emails that include field data from Salesforce records. You
can create your own, or use templates created by others in your organization. Associate a letterhead Available in: Lightning
to your email template to standardize your branding and increase productivity. Experience and Salesforce
To create an email template in Salesforce, use one of these options. Classic

• Email Template Builder Available in: Essentials,

• Classic email templates Professional, Enterprise,
Performance, Unlimited,
• Lightning email templates
and Developer Editions

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Sales Productivity Email Template Allocations Per Edition

Note: Salesforce email templates can’t be used in the Salesforce Mobile App.

Email Template Allocations Per Edition

See the allocations for email and email templates per edition.

Feature Personal Contact Group Professional Enterprise Unlimited Developer

Edition Manager Edition Edition Edition and Edition
Performance
Edition
Email templates: maximum 384 KB for • 384 KB for text, HTML, and custom HTML Classic templates; Lightning templates, and
size text email Email Template Builder templates
templates
• 1 MB for Visualforce templates

Extended mail merge:

1,000
maximum records

Extended mail merge:

maximum total size of 1 MB
selected templates

SEE ALSO:
Email Allocations per Edition

873
Sales Productivity Types of Email Templates

Types of Email Templates

Different email templates types have different features and advantages. Review the table to
EDITIONS
determine which email template type works best for you: Salesforce Classic, Lightning Experience,
or Email Template Builder (created in Lightning Experience). Available in: Lightning
The evolution of email templates gives you with three types of email templates. You can continue Experience and Salesforce
to use a template type that you frequently access. When your company is ready to update its Classic
content, then consider changing to a newer template type.
Available in: Essentials,
Note: You can use all three email template types within an org. Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
Salesforce Classic Lightning Email Template
Experience Builder (created in
Lightning
Experience)
Available in Salesforce Classic Lightning Experience Lightning Experience
Account Engagement

Create in Salesforce Classic Lightning Experience Lightning Experience

Lightning Experience
(in Setup)

Letterhead Classic Letterhead Only Enhanced Letterhead No letterhead

Only

Merge Language Salesforce Merge Handlebars Merge HML Only

Language (SML) Only Language (HML)
SML (before Summer
‘18 only)

Visualforce Can be used, but not No

edited

Packageable

Change Sets

Header No

Footer No

Use in Account No No
Engagement?

Drag and Drop No No

List Email?

Sales Engagement No
Email?

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Sales Productivity Select an Email Template When You Compose an Email

Salesforce Classic Lightning Experience Email Template Builder

(created in Lightning
Experience)
Workflows and Automation?

Folders Classic Folders Enhanced Folders Enhanced Folders

Email Templates Home? No

Select an Email Template When You Compose an Email

When composing an email, use an email template to speed up things and make sure you’re sending
EDITIONS
the right message. You can use your own email template, or one from your company.
If you select an email template that has attached files, you need file access to include them in emails Available in: Lightning
you send from that template. If you need file access, we let you know. Experience and Salesforce
Classic
1. Open the record from which you want to send email.
2. Click the Activity tab, then click the Email tab. Available in: Essentials,
Professional, Enterprise,
3. To insert a template, click the Templates icon. Select the template you want and its contents Performance, Unlimited,
appear. and Developer Editions
In Lightning Experience, you can choose a Lightning email template that’s global—where the
template’s related entity type is contact, lead, or nothing—or one that belongs to the category
USER PERMISSIONS
you chose in the email’s Related To field—such as account or opportunity. Choose an email
template’s related entity type when you create the template from the Email Template page. To send email:
Your email template can also include a letterhead. You’ll see the letterhead after you insert the • Send Email
template. To send emails or use
templates with attachments:
4. Edit your email as needed, then preview and send. • Access to the file you’re
Some things are different when you use email templates in the cases email composer. attaching

• Save and Save As aren’t available.

• When you insert another template, it doesn’t replace the existing content.

SEE ALSO:
Send List Email in Lightning Experience
Send Mass Email in Salesforce Classic
Create an Email Template in Lightning Experience
Video: Send Personalized Emails to a Group (English Only)

875
Sales Productivity Considerations for Using Content from External Sources in
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
EDITIONS
email template, you can get strange formatting results. Review these suggestions to avoid the
problem. Available in: Salesforce
When getting info from external sources, you could be pasting hidden formatting or nonstandard Lightning Experience and
characters. The result is unusual formatting, content that looks like stray programming code, or Salesforce Classic
question marks instead of apostrophes or quotation marks.
Available in: All Editions
Note: The following suggestions apply to email templates in Salesforce Classic and Lightning
Experience, including templates created in Email Template Builder.
• Type content directly into the HTML email template. In Lightning Experience, use the Email Templates page. In Salesforce Classic,
use Setup.
• In Salesforce Classic, change your template encoding to UTF-8. In Lightning Experience, all templates are in 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.

Email Template Permissions

Enable email template features and manage permissions and access for administrators and end
EDITIONS
users.
Available in: Lightning
Experience
Lightning and Email Template Builder Templates
Available in: Essentials,
User Preferences and Permissions Required Professional, Enterprise,
Unlimited, and Developer
Create a Lightning email template: Lightning Experience User Editions
Create an Email Template Builder template: Access Drag-and-Drop Content Builder

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

AND
Edit rights to the email or the email template’s
folder

Delete a template you created: None.

To delete email templates: Modify All Data, template ownership, or Edit

rights to the email template folder
OR
If the template is in a public folder: Manage
Public Lightning Email Templates permission

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Sales Productivity Email Template Permissions

User Preferences and Permissions Required

To update email templates: For public email templates: Modify All Data, Manage Public
Lightning Email Templates permission, or template ownership
For email templates in an Enhanced folder: Modify All data, Edit
access to the folder, or template ownership
For private email templates: Modify All Data or template ownership

To create, edit, or delete public templates: Manage Public Lightning Email Templates
OR
Modify All Data

To create email template folders: Create Folders for Lightning Email Templates
OR
Modify All Data

Classic Email Templates

User Preferences and Permissions Required

Create a Classic email template: Send Email permission

To edit Classic HTML templates: Edit HTML Templates

To manage public Classic email templates and folders: Manage Public Classic Email Templates

SEE ALSO:
Email Editions and Permissions in Lightning Experience

877
Sales Productivity Render HTML Tags in Outlook

Render HTML Tags in Outlook

You can use HTML tags in Lightning email templates and in templates created with Email Template
EDITIONS
Builder. Ensure that these tags appear correctly in Outlook emails.
In Lightning email templates, you can use HTML anywhere. To use HTML, you add it in Source mode. Available in: Lightning
In Email Template Builder templates, HTML tags are used in HTML components, rich text components, Experience
and custom components.
Available in: Essentials,
After adding HTML, test it in an email testing tool such as litmus. Or try copying and pasting the Professional, Enterprise,
HTML into a Word document to see how the HTML is displayed. Performance, Unlimited,
and Developer Editions
Don’t mix border and border-width instructions with padding, margin, and height information in
<style> tags. Instead, combine one, two, or more components into one rich text component
in a row, and set the margin to 0 in the rich text Style tab. EDITIONS
For more information on Outlook rendering, see
https://www.litmus.com/blog/mastering-outlook-a-look-back-at-common-rendering-issues. Available in: Lightning
Experience for email
templates created in Email
Template Builder and Email
Content Builder

Available in: Professional,

Enterprise, Unlimited,
Performance, and
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions

878
Sales Productivity Use Merge Fields in Email Templates and Letterheads

Use Merge Fields in Email Templates and Letterheads

A merge field is a placeholder in an email template or letterhead. When you send the email, the
EDITIONS
placeholder is replaced with the Salesforce data from the record or records of the people you are
emailing. When using merge fields, it’s a good idea to understand how they work and what to Available in: Lightning
expect in your merged emails. Experience and Salesforce
Classic
Considerations for Using Merge Fields in Email Templates and Letterheads Available in: All Editions
A merge field is a placeholder used in an email, a letterhead, a mail merge template, a custom
link, or a formula to incorporate values from a record. When you send the email, the placeholder Mass email not available in:
is replaced with the data from the record or records of the people you’re emailing. Essentials, Personal,
What's the Difference Between HML and SML Merge Languages? Contact Manager, and
Group Editions
Lightning email templates now use the Handlebars Merge Language.
List email not available in:
Use the Handlebars Merge Language in Lightning Email Templates, Enhanced Letterhead, and
Essentials, Personal,
Email Template Builder Contact Manager, and
Use the Handlebars Merge Language—available in Summer ‘18—to add dynamic content to Group Editions
your Lightning and Email Template Builder email templates.
Convert a Lightning Email Template from SML to HML HTML and Visualforce email
Take advantage of the Handlebars Merge Language (HML), which is more flexible than the templates are not available
Salesforce Merge Language (SML), by converting existing Lightning email templates. in Salesforce Classic:
Essentials and Personal
Use the Salesforce Merge Language in Lightning Email Templates
Editions
Read these considerations for using merge fields from the Salesforce Merge Language in
Lightning email templates.
Use the Salesforce Merge Language in Classic Email Templates
Classic email templates use the Salesforce Merge Language (SML) only. Read these considerations for using SML.

879
Sales Productivity Use Merge Fields in Email Templates and Letterheads

Considerations for Using Merge Fields in Email Templates and Letterheads

A merge field is a placeholder used in an email, a letterhead, a mail merge template, a custom link,
EDITIONS
or a formula to incorporate values from a record. When you send the email, the placeholder is
replaced with the data from the record or records of the people you’re emailing. Available in: Salesforce
In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email templates in Classic (not available in all
Lightning Experience. If your email template has merge fields with three curly braces ({{{), you’re orgs) and Lightning
using an HML email template. If the merge fields have one curly brace ({), or an exclamation mark Experience
(!), you’re using a SML (Salesforce Merge Language) email template. Lightning templates created Available in: All Editions
since Summer ‘18 are HML email templates.
• The Created Date and Last Modified Date fields display the date only, not the Mass email not available in:
date and time. Essentials, Personal,
Contact Manager, and
• If your template contains a merge field for which a record has no data, that field doesn’t appear
Group Editions
in the email you send.
List email not available in:
• Give objects and fields unique names and labels. If two or more custom objects have matching
Personal, Contact
names or labels, only one of the objects appears when you select from available merge fields.
Manager, and Group
Imagine an object where two fields have the same name, and one field is custom and the other Editions
isn't. Create an email template with either or both of the merge fields. The merge fields always
resolve to the value of the custom field. HTML and Visualforce email
Best practice is to use unique names custom fields. templates aren’t available in
Salesforce Classic:
• Merge fields have no value if they’re defined for an object that doesn't match the recipient or Essentials and Personal
related to record. Editions
• When using the Recipient merge field in a Lightning email template in the Email Composer,
the data for the first recipient in the To: field is used. When using list email, the Recipient merge
field gets the data for each recipient as Salesforce sends out individual emails in bulk.
• In Enhanced letterheads, only the Handlebars Merge Language and global merge fields are supported.
• If you forward or reply to an email, and the email includes characters from Salesforce’s merge field syntax, those characters are
ignored. They aren't resolved as if they are merge fields.
Instead, the email reply preserves the unresolved text and ensures that it can’t be confused with Salesforce merge fields. Correctly
formatted merge fields included in forwarded or reply-to emails are resolved normally.

• The Subject field has a limit of 1,000 characters in Lightning Experience and 230 characters in Salesforce Classic. Merge fields use
hidden encoding characters that count against the character limit. If the field exceeds the character limit, we remove excess characters
from the end of the field.

Note: Merge fields can be used in an email, a letterhead, a mail merge template, a custom link, or a formula to incorporate values
from a record.

SEE ALSO:
Use the Handlebars Merge Language in Lightning Email Templates, Enhanced Letterhead, and Email Template Builder
Use the Salesforce Merge Language in Lightning Email Templates
Use the Salesforce Merge Language in Classic Email Templates
Merge Fields for Experience Cloud Sites
Customize Email Sent from Experience Cloud Sites for Email Verification

880
Sales Productivity Use Merge Fields in Email Templates and Letterheads

What's the Difference Between HML and SML Merge Languages?

Lightning email templates now use the Handlebars Merge Language.
EDITIONS
In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email templates in
Lightning Experience. If your email template has merge fields with three curly braces ({{{), you’re Available in: Lightning
using an HML email template. If the merge fields have one curly brace ({), or an exclamation mark Experience
(!), you’re using a SML (Salesforce Merge Language) email template. Lightning templates created
Available in: All Editions
since Summer ‘18 are HML email templates.
An email template can contain one type of merge field language only. List email not available in:
Personal, Contact
New abilities include:
Manager, and Group
• Recipient merge fields that work with contact lead, and person account records, in one email Editions
template
• ID merge fields that create links to Salesforce records
• More organization-level fields, such as FY Start Month

SEE ALSO:
Use the Handlebars Merge Language in Lightning Email Templates, Enhanced Letterhead, and Email Template Builder

881
Sales Productivity Use Merge Fields in Email Templates and Letterheads

Use the Handlebars Merge Language in Lightning Email Templates, Enhanced

Letterhead, and Email Template Builder
Use the Handlebars Merge Language—available in Summer ‘18—to add dynamic content to your
EDITIONS
Lightning and Email Template Builder email templates.

Note: In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email Lightning Email Templates
templates in Lightning Experience. If your email template has merge fields with three curly are available in: Lightning
Experience
braces ({{{), you’re using an HML email template. If the merge fields have one curly brace ({),
or an exclamation mark (!), you’re using a SML (Salesforce Merge Language) email template. Available in: All Editions
Lightning templates created since Summer ‘18 are HML email templates.
Although based on the Handlebars template language, our HML implementation doesn’t contain List email not available in:
Personal, Contact
every Handlebars feature.
Manager, and Group
New ways to use merge fields include: Editions
• Recipient merge fields that work with contact, lead, and person account records, in one email
template

Note: Not every merge field can be used with every email recipient. For example, the EDITIONS
{{{Recipient.Department}}} merge field can be used with contacts only, while no recipient
Available in: Lightning
merge fields can be used when a user is the recipient.
Experience for email
templates created in Email
Template Builder and Email
Content Builder

Available in: Professional,

Enterprise, Unlimited,
Performance, and
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions
The Insert Merge Field window shows you which fields work with both Lead and Contact
(1), with Contact only (2), or with Lead only (3).

• ID merge fields that create links to Salesforce records

• More organization-level fields, such as FY Start Month
Email templates using HML can be used in list emails.

Guidelines for Syntax and Formatting

The syntax consists of three open curly braces, followed by the object name, a period, the field name, and three closing curly braces.
For example, to include your recipient’s first name, the merge field is {{{Recipient.FirstName}}}. If you want to include the
account ID number of the account related to the email, enter or choose this merge field: {{{Account.Id}}}. When you preview
or send the email, ID: 001234567890123 displays where you inserted the merge field.
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.

882
Sales Productivity Use Merge Fields in Email Templates and Letterheads

To make sure you’re using the correct syntax, select merge fields from the merge field picker.

Tip: Most merge fields for email templates correspond directly with email template fields. If there’s a merge field you want to use
that’s not listed in the picker, type it as plain text.
To use the merge field {{{Sender.Signature}}}, have users set up their signature in My Email Settings.

Note: In the merge picker, the merge field is listed as Email Signature.

SEE ALSO:
Convert a Lightning Email Template from SML to HML
Considerations for Using Merge Fields in Email Templates and Letterheads

Convert a Lightning Email Template from SML to HML

Take advantage of the Handlebars Merge Language (HML), which is more flexible than the Salesforce
EDITIONS
Merge Language (SML), by converting existing Lightning email templates.
All Lightning email templates created before Summer ‘18 are SML email templates, even if they Available in: Lightning
don’t have any SML merge fields. All Lightning email templates created in Summer ‘18 and later Experience
are HML email templates, even if they don’t have any HML merge fields.
Available in: Essentials,
You have several choices. Professional, Enterprise,
• If the email template doesn’t have any merge fields, it’s converted to an HML email template Performance, Unlimited,
and Developer Editions
when you save it.
• You can continue to use Classic email templates and Lightning email templates created with
SML merge fields. You can update and save these email templates without having to remove USER PERMISSIONS
SML merge fields.
To create email templates:
• If you want to enter additional SML fields, do so manually. • Lightning Experience
User
Note: The merge picker shows HML fields only.
To update email templates:
• If you add SML merge fields to an HML email template, you can’t save the template until the • Modify All Data or
SML merge fields are removed. template ownership

In the email composer, you can preview and send an email using an HML email template with
SML merge fields. However, the HML merge fields appear as text, not as merged data from Salesforce.

• If you modify an email template so that it has HML merge fields only, and no SML merge fields, it’s converted to an HML email
template when you save it.

Note: HML email templates can't be converted to SML email templates.

To convert Classic email templates to HML email templates:

1. Open the Classic email template.
2. Copy and paste the content into a new Lightning email template. You can use either the Email Templates page or the email composer.
3. Remove existing SML merge fields or replace them with equivalent HML merge fields.

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Sales Productivity Use Merge Fields in Email Templates and Letterheads

4. Click Save.

SEE ALSO:
Use the Handlebars Merge Language in Lightning Email Templates, Enhanced Letterhead, and Email Template Builder

Use the Salesforce Merge Language in Lightning Email Templates

Read these considerations for using merge fields from the Salesforce Merge Language in Lightning
EDITIONS
email templates.

Note: In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email Available in: Lightning
templates in Lightning Experience. If your email template has merge fields with three curly Experience
braces ({{{), you’re using an HML email template. If the merge fields have one curly brace ({), Available in: All Editions
or an exclamation mark (!), you’re using a SML (Salesforce Merge Language) email template.
Lightning templates created since Summer ‘18 are HML email templates. List email not available in:
Personal, Contact
Manager, and Group
Guidelines for Syntax and Formatting Editions
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, enter ID: {!Account.AccountNumber}, and the recipient’s email displays ID:
001234567890123 when you send or preview it.
To make sure you’re using the correct syntax, select merge fields from the merge field picker.

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.

Guidelines for Using Merge Fields

In Lightning email templates, merge fields defined for an object that doesn't match the recipient or Related To record don’t have any
value.

Note: Enhanced letterheads support the Handlebars Merge Language only.

If you use a merge field for which there’s no data in a particular record, that field doesn’t appear in the sent email.
The following types of merge fields aren’t supported in Lightning email templates:
• {!Receiving_User.field_name}
• {!Sending_User.field_name}
• {!BLANKVALUE(Contact.FirstName, "Valued Customer")}
• {!Contact.FirstName, Valued Customer}
• Campaign merge fields (can’t be used in list emails)
• Email message merge fields

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Sales Productivity Use Merge Fields in Email Templates and Letterheads

Use the Salesforce Merge Language in Classic Email Templates

Classic email templates use the Salesforce Merge Language (SML) only. Read these considerations
EDITIONS
for using SML.

Note: In Summer ‘18, we introduced the Handlebars Merge Language (HML) for email Available in: Salesforce
templates in Lightning Experience. If your email template has merge fields with three curly Classic (not available in all
orgs)
braces ({{{), you’re using an HML email template. If the merge fields have one curly brace ({),
or an exclamation mark (!), you’re using a SML (Salesforce Merge Language) email template. Available in: All Editions
Lightning templates created since Summer ‘18 are HML email templates.
Mass email not available in:
Essentials, Personal,
Guidelines for Syntax and Formatting Contact Manager, and
The syntax consists of an open curly brace and exclamation point, followed by the object name, a Group Editions
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 HTML and Visualforce email
recipient's email displays ID: 001234567890123. templates are not available
A merge field’s syntax can vary depending on where you're using the field. Most merge fields for in Salesforce Classic:
Essentials and Personal
email templates correspond directly with record fields.
Editions
To make sure you're using the correct syntax, select merge fields from the merge field picker.

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.

Guidelines for Using Merge Fields

• 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 Classic 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”.
– 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.

• Campaigns: 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:
– 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.

885
Sales Productivity Email Templates in Lightning Experience

– 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 Contact field can only be used for templates for contacts.
• Leads: 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.
• 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 these 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.

SEE ALSO:
Use the Salesforce Merge Language in Lightning Email Templates
Considerations for Using Merge Fields in Email Templates and Letterheads

Email Templates in Lightning Experience

Use email templates to increase productivity and ensure consistent messaging. Email templates
EDITIONS
with merge fields let you quickly send emails that include field data from Salesforce records.
Available in: Salesforce
Create an Email Template in Lightning Experience Lightning Experience
Use email templates to save time and standardize email sent by you or others in your Available in: Essentials,
organization. Use merge fields or enhanced letterhead if you need them. Templates you create Professional, Enterprise,
are automatically private, but you can make them available for use by others in your organization. Performance, Unlimited,
Public and Private Email Templates in Lightning Experience and Developer Editions
All users have their own, private, templates and can access templates in public folders. Manage
who can create, edit, and delete public templates. This applies to Lightning and Email Template
Builder email templates.
Folders and Enhanced Sharing in Lightning Experience
Use folders and enhanced sharing to let users decide who can use which email templates. Otherwise, all email templates are public
and available to all users.

886
Sales Productivity Email Templates in Lightning Experience

Enhanced Letterheads in Lightning Experience

A letterhead standardizes the information in the header and footer of an email template. Often, a letterhead shows a company’s
logo and contact information. Enhanced letterheads can include rich text, merge fields, images, links, and other styling. To be
associated with an enhanced letterhead, the Lightning email template must use the Handlebars Merge Language.
HTML Tags in Lightning Email Templates
Learn about using HTML tags in Lightning templates.
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, Letterhead, and Visualforce 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.
Supported File Types for Lightning Email Attachments in Packaging and Change Sets
When a Lightning email template is packaged or added to a change set, only some attachment types can be added. When valid,
attachments are added automatically.

Create an Email Template in Lightning Experience

USER PERMISSIONS EDITIONS

To create and send email templates: Lightning Experience User Available in: Lightning
Experience
To attach files to emails or email templates: Lightning Experience User
Available in: Essentials,
AND Professional, Enterprise,
Access to the file you’re attaching Performance, Unlimited,
and Developer Editions
AND
Edit rights to the email or the email
template’s folder

To delete email templates: Modify All Data, template ownership, or Edit

rights to the email template folder
OR
If the template is in a public folder: Manage
Public Lightning Email Templates permission

To update email templates: For public email templates: Modify All Data,
Manage Public Lightning Email Templates
permission, or template ownership
For email templates in an Enhanced folder:
Modify All data, Edit access to the folder, or
template ownership
For private email templates: Modify All Data
or template ownership

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Sales Productivity Email Templates in Lightning Experience

Use email templates to save time and standardize email sent by you or others in your organization. Use merge fields or enhanced
letterhead if you need them. Templates you create are automatically private, but you can make them available for use by others in your
organization.

Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that org.

If you’re using Service Cloud, the Service Setup Assistant provides you with basic email templates and sets up case notifications that
email the case contact when a case is created, updated, assigned, and closed.
1. From the email composer, open a record, such as an opportunity or account, that offers email.
2. Click the Activity tab, then click the Email tab.
3. If you want, select an entity in the Related To field. The kind of record you choose affects which merge fields are available in the
merge picker. If you select Contact or Lead, or leave the field blank, the template is a global template. A global template can use
global merge fields only.
4. Compose the email to use as your template, or select an existing email template. Quick text works with the Salesforce Merge Language
(SML) used in Salesforce Classic email templates and Lightning email templates created before Summer ‘18. It doesn’t work with
the Handlebars Merge Language (HML) used in Lightning email templates.
5. Add a subject. To include merge fields, type them in manually.
6. Add any images you want in the template. Use the Insert Images icon or copy and paste the image.
7. Click the Merge icon and use the merge picker to insert merge fields.
8. Click the Source icon to add HTML code. If you want to navigate to the record or other Salesforce pages as you work, pop out the
composer window. Some email clients don’t respect the <style> tag, so use inline styles to format text.
9. Add any attachments you want in the template. After a template is saved, any content document links (Salesforce file links) are
converted to content asset links. If an email template has an attachment, you can’t use Save or Save As to make a copy of it from
the email composer.
10. Click the Merge icon and use the merge picker to insert merge fields.
11. Click the Templates icon and then save the email template as new. To associate an enhanced letterhead with the email template,
edit the existing template from the Email Templates page. From the Enhanced Letterhead dropdown list, select a letterhead.

SEE ALSO:
Considerations for Setting Up Sales Engagement
Email Customers in Lightning Experience
Convert a Lightning Email Template from SML to HML

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Create a Template from the Email Templates Page

1. Click New Email Template.

2. Enter the template’s name.
3. Add a subject. To include merge fields, type them in manually.
4. Optionally, select an item from the Related Entity Type dropdown list. Based on the selection, the email template can be chosen
only when the email you’re composing has a corresponding Related To record.
5. If you want, select a letterhead from the Enhanced Letterhead dropdown list.
6. Click Save.
7. Click Edit.
8. In the HTML Value field, compose the email to use as your template.
9. Add any images you want in the template. Use the Insert Images icon or copy and paste the image.
10. Click the Merge icon and use the merge picker to insert merge fields.
11. Click the Source icon to add HTML code.
12. Add any attachments you want in the template. After a template is saved, any content document links (Salesforce file links) are
converted to content asset links.
13. Click Save.
When you clone a template, or choose Save As while editing a template in an email composer, the associated letterhead is saved with
the new template.

Note: As of Summer '19, agents and reps using case emails can no longer use Save or Save As to edit or create email templates.

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Sales Productivity Email Templates in Lightning Experience

Public and Private Email Templates in Lightning Experience

All users have their own, private, templates and can access templates in public folders. Manage
EDITIONS
who can create, edit, and delete public templates. This applies to Lightning and Email Template
Builder email templates. Available in: Lightning
Lightning Email Templates Experience
Email Template Builder Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
Select Who Can Manage Public Email Templates in Lightning Experience
and Developer Editions
Users need the Manage Public Lightning Email Templates permission to create, edit, and delete
public templates. Users with this permission, as well as users with the Modify All Data permission
or the System Administration profile, can edit and delete any public templates, including ones
EDITIONS
they don’t own.
Manage Public and Private Email Templates in Lightning Experience Available in: Lightning
Everyone can edit their own private templates and any public templates that they own. If you Experience for email
have permission, you can also create, edit, and save public templates. templates created in Email
Template Builder and Email
Considerations for Using Public and Private Email Templates in Lightning Experience Content Builder
Review these considerations before implementing private and public email templates.
Available in: Professional,
Enterprise, Unlimited,
Performance, and
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions

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Sales Productivity Email Templates in Lightning Experience

Select Who Can Manage Public Email Templates in Lightning Experience

Users need the Manage Public Lightning Email Templates permission to create, edit, and delete
EDITIONS
public templates. Users with this permission, as well as users with the Modify All Data permission
or the System Administration profile, can edit and delete any public templates, including ones they Available in: Lightning
don’t own. Experience
1. From Setup, enter Permission Sets in the Quick Find box. Then, select Permission
Available in: Essentials,
Sets. Professional, Enterprise,
2. Click one of the permission sets, and click System Permissions. Performance, Unlimited,
and Developer Editions
3. Click Edit, select Manage Public Lightning Email Templates, and click Save.

Tip: You can also assign this permission at the profile level.
USER PERMISSIONS

To create permission sets:

• Manage Profiles and
Permission Sets
To assign permission sets:
• Assign Permission Sets
To edit and delete all public
email templates
• Modify All Data
OR
Manage Public Email
Templates

Manage Public and Private Email Templates in Lightning Experience

Everyone can edit their own private templates and any public templates that they own. If you have
EDITIONS
permission, you can also create, edit, and save public templates.
Email templates inherit the sharing of the folder they are in. Available in: Lightning
Experience
Lightning email templates are saved in a private directory by default.
All users can edit their own private templates and any public templates that they own. Available in: Essentials,
Professional, Enterprise,
If you have the Manage Public Lightning Email Templates permission, you can also create, edit, and Performance, Unlimited,
delete public templates. and Developer Editions

USER PERMISSIONS

To create, edit, and save

public email templates:
• “Manage Public
Lightning Email
Templates”

When a user inserts an email template, they can choose which folder to look in.

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Sales Productivity Email Templates in Lightning Experience

Considerations for Using Public and Private Email Templates in Lightning Experience
Review these considerations before implementing private and public email templates.
EDITIONS
• Users who don’t own an email template don’t see email templates in their private folder in the
Email Templates object home. They see public email templates only when choosing an email Available in: Lightning
template in the Email or List Email composer. Experience
• Users with the Modify All Data permission can create, read, edit, and delete public email Available in: Essentials,
templates and their own private templates. Professional, Enterprise,
• Users with the View All Data permission can’t modify email templates in other users' private Performance, Unlimited,
folders. However, they can see the templates. and Developer Editions
• When a user with the View All Data or Modify All Data permission inserts an email template
into an email composer, they can access their own private templates, templates that have been
shared with them, and public templates.
• Partner portal users can access public email templates only.
• Customer Community and Customer Community Plus users can’t access email templates in Lightning Experience.
• Email templates used in cadences must be accessible to the sales rep. Store them in the public folder.

Folders and Enhanced Sharing in Lightning Experience

Use folders and enhanced sharing to let users decide who can use which email templates. Otherwise,
EDITIONS
all email templates are public and available to all users.
Available in: Lightning
Enable Folders and Enhanced Sharing for Email Templates Experience
To let users create folders, enable this setting. Available in: Professional,
Select Which Users Can Create and Share Email Template Folders Enterprise, Performance,
Admins and any users with the Modify All Data permission can create email template folders. Unlimited, and Developer
To let other users create email template folders, give them the Create Folders for Lightning Editions
Email Templates permission.
Considerations for Email Template Folders and Sharing
As you manage and share email templates and their folders, keep these considerations in mind.

Enable Folders and Enhanced Sharing for Email Templates

To let users create folders, enable this setting.
EDITIONS
1. From Setup, enter Email Templates in the Quick Find box, then select Lightning Email
Templates. Available in: Lightning
Experience
2. Enable Folders and Enhanced Sharing.
Available in: Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

USER PERMISSIONS

To update settings:
• Customize Application

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Sales Productivity Email Templates in Lightning Experience

To let other users create folders, assign them the Create Folders for Lightning Email Templates permission.

Note: If you disable Folders and Enhanced Sharing for Lightning Email Templates, your reps lose access to the email template
folders they created and the email templates inside those folders. To give your reps access again, enable Folders and Enhanced
Sharing for Lightning Email Templates.

SEE ALSO:
Select Which Users Can Create and Share Email Template Folders
Considerations for Email Template Folders and Sharing

Select Which Users Can Create and Share Email Template Folders
Admins and any users with the Modify All Data permission can create email template folders. To
EDITIONS
let other users create email template folders, give them the Create Folders for Lightning Email
Templates permission. Available in: Lightning
1. From Setup, enter Permission Sets in the Quick Find box. Then, select Permission Experience
Sets.
Available in: Professional,
2. Click one of the standard permission sets, and click System Permissions. Enterprise, Performance,
3. Click Edit, select Create Folders for Lightning Email Templates, and click Save. Unlimited, and Developer
Editions
Tip: You can also assign this permission at the profile level.
USER PERMISSIONS
Note: If you disable Folders and Enhanced Sharing for Lightning Email Templates, you
lose access to the email template folders you created and the email templates inside those To create permission sets:
folders. To regain access, enable Folders and Enhanced Sharing for Lightning Email • “Manage Profiles and
Templates. Permission Sets”
To assign permission sets:
SEE ALSO: • “Assign Permission Sets”
Enable Folders and Enhanced Sharing for Email Templates
Considerations for Email Template Folders and Sharing

Considerations for Email Template Folders and Sharing

As you manage and share email templates and their folders, keep these considerations in mind.
EDITIONS
• Folder names must be unique between Salesforce Classic and Lightning Experience.
• Partner portal users can access public email templates. Available in: Lightning
Experience and Salesforce
Classic
Lightning Experience
Available in: Professional,
• Sharing on Lightning email templates is inherited from the folder it is in. Enterprise, Performance,
• Subfolders inherit sharing from the parent folder. Unlimited, and Developer
• Sharing a folder shares: Editions

– All the templates in that folder

– All subfolders in that folder, along with their email templates
– Any new templates that are added to the folder in the future

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Sales Productivity Email Templates in Lightning Experience

• Lightning Email Template folders are supported in first-generation managed packaging only.

Salesforce Classic
• Classic email templates can’t be saved to Lightning template folders and vice versa.
• Classic email templates maintain their own folders and folder sharing settings in Lightning Experience.
• Classic email templates and folders don’t show up on the Lightning email templates home. Changes to Classic template folders
must be made in Setup.

SEE ALSO:
Salesforce DX Developer Guide: Second-Generation Managed Packages

Enhanced Letterheads in Lightning Experience

A letterhead standardizes the information in the header and footer of an email template. Often, a
EDITIONS
letterhead shows a company’s logo and contact information. Enhanced letterheads can include
rich text, merge fields, images, links, and other styling. To be associated with an enhanced letterhead, Available in: Lightning
the Lightning email template must use the Handlebars Merge Language. Experience

Available in: Essentials,

Create Enhanced Letterheads in Lightning Experience Professional, Enterprise,
Create an enhanced letterhead that you can associate with a Lightning email template. Performance, Unlimited,
Letterheads do not show in emails in Outlook desktop. Only the template content shows. and Developer Editions
Associate Enhanced Letterheads with Email Templates in Lightning Experience
Generate more informative, consistent email templates with enhanced letterheads. Use enhanced
letterheads with Lightning email templates that use the Handlebars Merge Language.

Create Enhanced Letterheads in Lightning Experience

Create an enhanced letterhead that you can associate with a Lightning email template. Letterheads
EDITIONS
do not show in emails in Outlook desktop. Only the template content shows.

Note: Enhanced letterheads aren’t supported in Email Template Builder. Available in: Lightning
Experience
1. From the App Launcher open Enhanced Letterheads.
Available in: Essentials,
The only default list view is Recently Viewed. To add more list views, such as All Letterheads, Professional, Enterprise,
create one. Performance, Unlimited,
and Developer Editions
2. Click New.
3. Name the enhanced letterhead.
USER PERMISSIONS
4. Add content to the header, footer, or both.
Click the Merge icon and use the merge picker to insert merge fields. To create enhanced
letterheads
Note: Only global merge fields are available. Users with a Communities license can also • Modify All Data
use Sender’s Brand merge fields. To update enhanced
To add HTML code, click the Source. letterheads
• Modify All Data
To add graphics, click the Images.

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Sales Productivity Email Templates in Lightning Experience

Note: You can’t copy and paste images.

5. Click Save.
To use the enhanced letterhead, associate it with a Lightning email template that uses the Handlebars Merge Language.
Enhanced letterheads are public by default. Any standard user who has access to Lightning email templates can add an enhanced
letterhead to their template from the template record home.
A Lightning email template with an associated enhanced letterhead can be shared with a portal user. When the portal user inserts the
template into an email, the user can see, but not edit, the enhanced letterhead content.

Note: You can edit the header and footer in the Cases email composer.

Associate Enhanced Letterheads with Email Templates in Lightning Experience

Generate more informative, consistent email templates with enhanced letterheads. Use enhanced
EDITIONS
letterheads with Lightning email templates that use the Handlebars Merge Language.
To add an enhanced letterhead to a Lightning email template, you must have created at least one Available in: Lightning
enhanced letterhead already. You can add or remove an enhanced letterhead from any email Experience
template you can edit.
Available in: Essentials,
Note: You can associate Classic letterheads with Classic email templates only. Professional, Enterprise,
Performance, Unlimited,
Note: Enhanced letterheads aren’t supported in Email Template Builder. and Developer Editions

1. On the Email Templates page, create a template or edit an existing template.

USER PERMISSIONS
2. From the Enhanced Letterhead dropdown list, select a letterhead.
If your template uses the Salesforce Merge Language, you get an error. Convert the template To create email templates:
to use the Handlebars Merge Language and try again. • Send Email
To update email templates:
3. Click Save. • Modify All Data OR
Now when you use the Lightning email template, the information from the enhanced letterhead template ownership
also appears. In the email and list email composer, the letterhead header and footer are locked.
Only the email body, within the dotted lines, can be edited. In the case email composer, or when
using Gmail or Outlook, the letterhead header and footer are editable.
To preview a template and letterhead together, insert the template into the email composer or list email composer.

Note: If you associate an enhanced letterhead with an email template with no Related To entity specified, and then use that
template to send email through Gmail or Outlook, the letterhead isn’t inserted.

SEE ALSO:
Convert a Lightning Email Template from SML to HML

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Sales Productivity Email Templates in Lightning Experience

HTML Tags in Lightning Email Templates

Learn about using HTML tags in Lightning templates.
EDITIONS
• Lightning email templates support the <head>, <meta>, <title>, and <style> tags.
Add these tags when you’re in Source mode. Available in: Lightning
Experience
Note: These tags aren’t supported in Lightning email templates created with Email
Template Builder. Available in: Essentials,
Professional, Enterprise,
• Use email templates with these tags in emails, list emails, and cases. Performance, Unlimited,
and Developer Editions
Note: These tags can’t be typed into enhanced letterheads, emails, or list emails.

Use Your Classic Email Templates in Lightning Experience

Leverage all the work and planning that went into your Salesforce Classic email templates by using
EDITIONS
the same templates in Lightning Experience. You can use your Text, Custom HTML, Letterhead, and
Visualforce email templates in Lightning Experience. Available in: Lightning
When you insert an email template, change the Templates filter to Classic Email Templates if Experience
necessary.
Available in: Personal,
Group, Professional,
Enterprise, Performance,
Unlimited, and Developer
Editions

Note: To edit Classic email templates, use Classic Email Templates in Setup.

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Sales Productivity 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.
EDITIONS
• The Lightning Email action layout must include the EmailTemplate field to display Classic
email templates. The field is added by default to all Lightning Email action layouts. Available in: Lightning
• To edit Classic email templates, use Classic Email Templates in Setup. Experience

• Externally linked CSS files are not supported. Although the CSS resource is displayed in the Available in: Personal,
preview section in a Classic email template, most email clients don’t support externally linked Group, Professional,
CSS files. Enterprise, Performance,
Unlimited, and Developer
Editions
Attachments
• When sending an email that includes an email template, attachments from Classic email
templates are read-only. Download an attachment to verify the content.
• To change the attachments that are part of a Salesforce Classic email template, use Setup.
• You can add an attachment to text, custom HTML, and letterhead email templates.

Note: The attachment must be in Salesforce Files.

• You can't forward an attachment if:

– The email is sent or received in Salesforce Classic
– The email attachment is part of a Classic email template and the email is sent using Lightning email actions

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.

Note: 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 window picklist.
• Unresolved merge fields are blanked out when the template is inserted.

Text Email Templates

• You can edit both the subject and the body.

Custom HTML Email Templates

The behavior is the same as it is in Salesforce Classic.
• You can’t edit the subject or body, unless you are using emails in the Case feed.
• You can’t pop out the email composer. The email must remain in docked mode.

Letterhead Email Templates

The behavior is the same as it is in Salesforce Classic.
• You can edit the subject.

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Sales Productivity Email Templates in Lightning Experience

• You can’t edit the header and footer.

• Locked template sections remain locked and can’t be edited.

Visualforce Email Templates

• The template is read-only.
• Templates are sent with their dynamic and static attachments.
• As with other email template attachments, dynamic attachments are in read-only mode and can’t be removed.

SEE ALSO:
Email Customers in Lightning Experience

Supported File Types for Lightning Email Attachments in Packaging and Change Sets
When a Lightning email template is packaged or added to a change set, only some attachment
EDITIONS
types can be added. When valid, attachments are added automatically.
Available in: Lightning
Valid File Types for Email Template Attachments in Packages and Change Experience for Lightning
Email Templates
Sets
Available in: Essentials,
• .ASF
Professional, Enterprise,
• .AVI Performance, Unlimited,
• .AAC and Developer Editions
• .BMP Available in: Lightning
• .CSS Experience for email
• .CSV templates created in Email
Template Builder
• .EXCEL, .EXCEL_X, .EXCEL_T
• .FLASH Available in: Professional,
Enterprise, Unlimited,
• .GIF Performance, and
• .GZIP Developer Editions.
• .JAR Available in: Account
• .JPEG Engagement Lightning App
• .JPG for all Account Engagement
editions
• .JS
• .JFIF
• .M4A
• .M4V
• .MOV
• .MP3
• .MP4
• .MPEG
• .PDF
• .PJP

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Sales Productivity Email Template Builder

• .PJPEG
• .PNG
• .POWER_POINT, .POWER_POINT_M, .POWER_POINT_T, .POWER_POINT_X, .POWER_POINTT
• .RTF
• .SVG
• .SVGZ
• .TEXT
• .USDZ
• .WORD, .WORD_M, WORD_T, WORD_X
• .WRF
• .XML
• .ZIP
• .WAV

Email Template Builder

The email template builder is a visual tool for creating rich, engaging email templates.
EDITIONS

Available in: Lightning

Experience for email
templates created in Email
Template Builder and Email
Content Builder

Available in: Professional,

Enterprise, Unlimited,
Performance, and
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions

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Sales Productivity Email Template Builder

Considerations for Using Email Template Builder

Before setting up Email Template Builder, review this information.
Select Who Can Work in Email Template Builder
To let other users create templates with Email Template Builder, give them the Access Drag-and-Drop Content Builder permission.
Any user that can send can insert email templates made with Email Template Builder into an email or list email.
Getting Around Email Template Builder
As you become familiar with Email Template Builder, use this information as your guide.
Create and Edit Email Templates in Email Template Builder
Use email templates to save time and standardize email sent by you or others in your organization.
Use Email Template Builder Templates in Lightning Experience
Anyone who can send an email can insert a public email template.
Guidelines for Using Email Template Builder
Review these guidelines for using Email Template Builder.

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Sales Productivity Email Template Builder

Considerations for Using Email Template Builder

Before setting up Email Template Builder, review this information.
EDITIONS
Users can insert an Email Template Builder template while using the Lightning email composer for:
Users can't insert an Email Template Builder template for: Available in: Lightning
Experience for email
• 1:1 Sales Cloud emails
templates created in Email
• Case emails Template Builder and Email
• Docked Composer Content Builder
• Email Global action Available in: Professional,
• Sales Engagement, using a cadence Enterprise, Unlimited,
• List Emails Performance, and
Developer Editions.
• Experience Cloud sites
Available in: Account
• Outlook or Gmail integrations
Engagement Lightning App
Internet Explorer 11 isn’t supported. for all Account Engagement
Enhanced letterheads aren’t supported. editions

There isn’t any API support for Email Template Builder, and you can't create Email Template Builder
email templates using the API. For example, if you use the API to update the HTML Value field, the value in Email Template Builder is out
of sync.
Email Template Builder and Email Content Builder have these limits.
• 250 components per email template or email content record
• 100 components per region (component container)
• 10K characters for each component’s property value
In the HTML Value field of the HTML component, clicking Format can push you over the character limit. In that case, you can't save
your template. Undo the formatting or shorten the HTML and add another HTML block for the rest of the content.

SEE ALSO:
Email Template Builder
Guidelines for Using Email Template Builder
Enhanced Email for Account Engagement

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Sales Productivity Email Template Builder

Select Who Can Work in Email Template Builder

To let other users create templates with Email Template Builder, give them the Access Drag-and-Drop
EDITIONS
Content Builder permission. Any user that can send can insert email templates made with Email
Template Builder into an email or list email. Available in: Lightning
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Experience for email
Sets. templates created in Email
Template Builder and Email
2. Create a permission set, and then select System Permissions.
Content Builder
3. Click Edit, choose the Access Drag-and-Drop Content Builder permission, and click Save.
Available in: Professional,
4. If necessary, click Manage Assignments to assign the permission set to users. Enterprise, Unlimited,
Performance, and
SEE ALSO: Developer Editions.

Email Template Builder Available in: Account

Create and Edit Email Templates in Email Template Builder Engagement Lightning App
for all Account Engagement
Use Email Template Builder Templates in Lightning Experience editions
Considerations for Using Email Template Builder
Guidelines for Using Email Template Builder
USER PERMISSIONS
Enhanced Email for Account Engagement
To create permission sets:
• Manage Profiles and
Permission Sets
To assign permission sets:
• Assign Permission Sets

Getting Around Email Template Builder

As you become familiar with Email Template Builder, use this information as your guide.
EDITIONS

Available in: Lightning

Experience for email
templates created in Email
Template Builder and Email
Content Builder

Available in: Professional,

Enterprise, Unlimited,
Performance, and
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions

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Sales Productivity Email Template Builder

Review these parts of the email template builder.

• Back Button (1)—Use the Back button to return to Salesforce and email templates.
• Preview Mode (2)—Preview the template in different modes, such as desktop and phone.
• Salesforce Help (3)—Open the help menu to access Salesforce Help, videos, and other resources.
• Components Panel (4)—See the available components for your template.
• Canvas (5)—Use components to create your template on the canvas. To add a component to the canvas, drag it from the panel or
click + to select.
• Default Row (6)—All components are placed in rows. This row is the default row for a new template. Add a component to it or create
more rows.
• Property Panel (7)—The property panel shows what can be changed about the component. Change settings in both tabs. Style a
component’s properties in the Style tab.

Create and Edit Email Templates in Email Template Builder

Use email templates to save time and standardize email sent by you or others in your organization.
EDITIONS
1. Go to the Email Templates home.
Available in: Lightning
2. Click New Email Template. Fill out the New Email Template window, and then click Save.
Experience for email
3. The next screen shows the email template details page for your new template. Click Edit in templates created in Email
Builder. Template Builder and Email
4. Add a subject. To include merge fields in the subject, type them in manually. Content Builder

Note: You can’t edit the subject in Email Template Builder. Available in: Professional,
Enterprise, Unlimited,
Performance, and
5. The Email Template Builder appears.
Developer Editions.

Available in: Account

Engagement Lightning App
for all Account Engagement
editions

USER PERMISSIONS

To create and edit Email

Template Builder templates:
• Access Drag-and-Drop
Content Builder

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Sales Productivity Email Template Builder

6. Add components to the template, and customize them in the properties panel. Click Save, and then click the Back icon to return
to the Email Template home page.
Now you can use the new template in an email or list email in Lightning Experience or in Account Engagement emails.

Note: To see how your template looks, send it to yourself as a test.

SEE ALSO:
Email Template Builder
Considerations for Using Email Template Builder
Guidelines for Using Email Template Builder
Enhanced Email for Account Engagement

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Sales Productivity Email Template Builder

Use Email Template Builder Templates in Lightning Experience

Anyone who can send an email can insert a public email template.
EDITIONS
1. Start an email or list email.
Available in: Lightning
2. In the email composer, click the Template icon.
Experience for email
3. Choose an Email Template Builder template. templates created in Email
Template Builder and Email
SEE ALSO: Content Builder

Email Template Builder Available in: Professional,

Considerations for Using Email Template Builder Enterprise, Unlimited,
Performance, and
Guidelines for Using Email Template Builder Developer Editions.
Enhanced Email for Account Engagement
Available in: Account
Engagement Lightning App
for all Account Engagement
editions

USER PERMISSIONS

To send email:
• Send Email permission
and access to the record
the email is sent from

Guidelines for Using Email Template Builder

Review these guidelines for using Email Template Builder.
EDITIONS

Active Content Available in: Lightning

Experience for email
You can’t use active content in an HTML or Rich Text component. Active content doesn’t appear templates created in Email
correctly, and it can compromise your org’s security. Template Builder and Email
Active content is a type of interactive, dynamic website content. This content includes items such Content Builder
as: Available in: Professional,
Note: Microsoft Office (MSO) tags are allowed in HTML and Rich Text components. Enterprise, Unlimited,
Performance, and
• Programs such as Java and JavaScript Developer Editions.
• Animated images Available in: Account
• ActiveX controls Engagement Lightning App
for all Account Engagement
• Streaming video and audio
editions
• Embedded objects
• HTML comments

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Sales Productivity Email Template Builder

Merge Fields
The merge field picker doesn't work when editing a rich text editor component in Source Mode. However, you can manually type merge
fields to add them.
There’s no merge field picker for the subject line, but you can manually type merge fields to add them.
The <style> tag isn’t supported in rich text fields that also have merge fields. If you have code that handles sending email and inserting
email templates, keep this difference in mind.

Note: Not every merge field can be used with every email recipient. For example, the {{{Recipient.Department}}} merge field can
be used with contacts only, while no recipient merge fields can be used when a user is the recipient.

The Insert Merge Field window shows you which fields work with both Lead and Contact (1), with Contact only (2), or with Lead
only (3).

Images
To insert a Salesforce File as an image in a component, use the Select From Files button. Images are converted from Content Document
links to Content Asset links when you save the template.

Note: You can’t copy the image address link or use the public link.

The image upload selector doesn't work when editing a rich text editor component in Source Mode.
The .SVG image type isn’t supported.
When using the src attribute to add an image in an HTML <img> tag, start the URL with https://.

Editing Templates
In the email composer, you can choose to Save as new template. The new template is a Lightning email template, not an Email
Template Builder template.
On the Email Templates home page, you can clone an existing Email Template Builder template. If the user has the Access Drag-and-Drop
Content Builder user permission, the cloned template is an Email Template Builder template. If the user doesn’t have the Access
Drag-and-Drop Content Builder user permission, the cloned template is a Lightning email template.
After a template is edited in Email Template Builder, it can only be edited in Email Template Builder. However, unlocked sections of the
template can be edited in the email and list email composers after the template is inserted.

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Sales Productivity Email Template Builder

Users with an Account Engagement (Pardot) License

To use CMS when choosing an image in a component:
• A default channel must be selected in setup.
• The user must be a contributor to a CMS workspace that is associated with the Lightning Content Builder channel.
• The image size can be up to 25 MB.
To insert an Account Engagement file into a component, manually input the public image URL.

General
Salesforce discourages customers from entering raw personally identifiable (PII) or privacy violation data in any email template or email
content. Avoid using free-form fields for private data, especially on the free form fields like RTE and HTML Editor. Instead, include customer
data by using merge fields.
Responsive rendering is triggered when the width is less than 320 px. At less than 320 px, the template renders as if it’s in phone mode
and columns in the same row are stacked.
• A docked email composer shows a template in phone mode.
• A popped-out email composer shows a template in desktop mode.
To see keyboard shortcuts and accessibility options in the rich text editor, press Alt + 0 (Windows) or Option + 0 (Mac).
Having two instances of Email Template Builder open in two tabs can result in unsaved or overwritten changes. If more than one user
edits the same Email Template Builder template at the same time, changes can be overwritten *
When using an iPad, use the + icon to add components instead of dragging them from the components panel.
Forwarding an email that uses an Email Template Builder template breaks responsiveness in some email clients, such as Gmail.
To assign no color in the property panel, remove the hexadecimal value.

SEE ALSO:
Email Template Builder
Considerations for Using Email Template Builder
Enhanced Email for Account Engagement
Using Email Templates and Email Content Together

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Sales Productivity Email Templates in Salesforce Classic

Email Templates in Salesforce Classic

Use email templates to increase productivity and ensure consistent messaging. Email templates
EDITIONS
with merge fields let you quickly send emails that include field data from Salesforce records.
Available in: Salesforce
View and Edit Email Templates in Salesforce Classic Classic (not available in all
You have several options for viewing and editing your Classic email templates. You can add orgs)
attachments and preview email templates too. Available in: All Editions
Clone Email Templates in Salesforce Classic Mass email not available in:
Cloning, or copying, an email template lets you use an existing email template as the basis for Personal, Contact
another template. Manager, and Group
Editions
Considerations for Sending Classic Email Templates in Salesforce Classic
Before you send Classic email templates, consider a few key points. HTML and Visualforce email
templates not available in:
Types of Classic Email Templates Personal Edition
In Salesforce Classic, you can create four different types of email templates: text, HTML with
Classic Letterhead, custom, and Visualforce. All of these email templates can include text, merge
fields, and attached files.
Create Text Email Templates in Salesforce Classic
You can create plain-text email templates to send to recipients who can’t read HTML email.
Create Custom HTML Email Templates in Salesforce Classic
You can create custom HTML email templates without using Classic 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. Salesforce allows you to use style tags
to add external or internal images to an email.
HTML 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.
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.

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Sales Productivity Email Templates in Salesforce Classic

View and Edit Email Templates in Salesforce Classic

You have several options for viewing and editing your Classic email templates. You can add
EDITIONS
attachments and preview email templates too.
Available in: Salesforce
Classic (not available in all
orgs)

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 Classic
Email Templates

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Sales Productivity Email Templates in Salesforce Classic

Access Classic Email Templates

To access your email templates, do one of the following:
• If you have permission to edit public templates, from Setup, enter Classic Email Templates in the Quick Find box,
then select Classic 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 Classic Email Templates 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 Classic email template.
• If you have the “Manage Public Classic Email 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.
• If “Developer Mode” is enabled, see what components the template references by clicking Show Dependencies.

Note: Partner portal users can access public email templates.

Edit Classic Email Templates

Editing options vary depending on the template type.
• For text templates, click Edit to change the message content, subject, or merge fields.
• 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.

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Sales Productivity Email Templates in Salesforce Classic

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.
– 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.

Add Attachments
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 dropdown
list.

Preview Classic Email Templates

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.

SEE ALSO:
Clone Email Templates in Salesforce Classic
Knowledge Article: Delete email templates in the Salesforce Classic UI

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Sales Productivity Email Templates in Salesforce Classic

Clone Email Templates in Salesforce Classic

Cloning, or copying, an email template lets you use an existing email template as the basis for
EDITIONS
another template.

Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that Available in: Salesforce
org. Classic (not available in all
orgs)
Cloning an email template involves saving an existing email template with a new name.
Available in: All Editions
1. Do one of the following:
Mass email not available in:
• If you have permission to edit public templates, from Setup, enter Email Templates Personal, Contact
in the Quick Find box, then select Classic Email Templates. Manager, and Group
• If you don’t have permission to edit public templates, go to your personal settings. Enter Editions
Templates in the Quick Find box, then select Email Templates or My HTML and Visualforce email
Templates—whichever one appears. templates not available in:
Personal Edition
2. Click the name of an email template in the list.
3. Click Clone.
4. Choose a folder in which to store the template. USER PERMISSIONS

5. To make the template available for use, select the Available For Use checkbox. To create or change HTML
email templates:
6. Enter a name in Email Template Name.
• Edit HTML Templates
7. Enter a Description for the template. Both the template name and the description are
To create or change
for your internal use only. Visualforce email templates:
8. Click Save. • Customize Application
To create or change public
email template folders:
• Manage Public Classic
Email Templates

Considerations for Sending Classic Email Templates in Salesforce Classic

Before you send Classic email templates, consider a few key points.
EDITIONS
• 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 Available in: Salesforce
Salesforce record when the email is sent. For example, your company can use a standard Classic
template to communicate solution information to customers with cases. Your Salesforce admin
Available in: All Editions
can maintain company-wide templates, and you can maintain your own templates.
except Essentials.
• 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.

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Sales Productivity Email Templates in Salesforce Classic

• To reduce the overall load time for the merge field dropdown, grant users the View Setup and Configuration permission or delete
unnecessary custom fields from your org.

Types of Classic Email Templates

In Salesforce Classic, you can create four different types of email templates: text, HTML with Classic
EDITIONS
Letterhead, custom, and Visualforce. All of these email templates can include text, merge fields,
and attached files. Available in: Salesforce
• Text - All users can create or change text email templates. See Create Text Email Templates in Classic (not available in all
Salesforce Classic. orgs)
• HTML with Classic Letterhead - Administrators and users with the “Edit HTML Templates” Available in: All Editions
permission can create HTML email templates based on a letterhead. Letterheads define the
Mass email not available in:
look and feel of your HTML email templates. Your HTML email templates can inherit the logo,
Personal, Contact
color, and text settings from a letterhead. See Create HTML Classic Letterhead Email Templates Manager, and Group
in Salesforce Classic. Editions
• Custom HTML - Administrators and users with the “Edit HTML Templates” permission can create HTML and Visualforce email
custom HTML email templates without using Classic Letterhead. You must know HTML or obtain templates not available in:
the HTML code to insert in your email template. See Create Custom HTML Email Templates in Personal Edition
Salesforce Classic.
• 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 USER PERMISSIONS
template can contain information from multiple records. See Create Visualforce Email Templates
To create or change HTML
in Salesforce Classic.
email templates:
Note: Classic email templates used in the following features must be both public and active: • Edit HTML Templates

• Web-to-Lead To create or change

Visualforce email templates:
• Web-to-Case • Customize Application
• Email-to-Case or On-Demand Email-to-Case
To create or change public
• Assignment rules email template folders:
• Escalation rules • Manage Public Classic
Email Templates
• Auto-response rules

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Sales Productivity 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.
EDITIONS
Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that
org. Available in: Salesforce
Classic (not available in all
1. Do one of the following: orgs)
• If you have permission to edit public templates, from Setup, enter Email Templates
Available in: All Editions
in the Quick Find box, then select Classic Email Templates.
Mass email not available in:
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Personal, Contact
Templates in the Quick Find box, then select Email Templates or My
Manager, and Group
Templates—whichever one appears. Editions
2. Click New Template. HTML and Visualforce email
templates not available in:
3. Choose the Text template type, and click Next.
Personal Edition
4. Choose a folder in which to store the template.
5. To make the template available for use, select the Available For Use checkbox.
USER PERMISSIONS
6. Enter a name in Email Template Name.
To create or change public
7. If necessary, change the Template Unique Name.
email template folders:
Note: This unique name refers to the component when you use the Lightning Platform • Manage Public Classic
API. In managed packages, this unique name prevents naming conflicts in package Email Templates
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 dropdown list.
9. Enter a Description for the template. Both the 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.
Add Attachments 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.

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Sales Productivity Email Templates in Salesforce Classic

2. Select a template.
3. Click Attach File from the email template detail page.
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.

Note: Text email templates can be used, but not created, in Lightning Experience.

SEE ALSO:
Email Templates in Salesforce Classic

Create Custom HTML Email Templates in Salesforce Classic

You can create custom HTML email templates without using Classic Letterhead. If you don’t know
EDITIONS
HTML, you can paste HTML code into your template.

Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that Available in: Salesforce
org. Classic (not available in all
orgs) and Lightning
HTML email templates can be used, but not created, in Lightning Experience. Experience
1. Do one of the following:
Available in: All Editions,
• If you have permission to edit public templates, from Setup, enter Email Templates except Personal
in the Quick Find box, then select Classic Email Templates.
Mass email not available in:
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Personal, Contact
Templates in the Quick Find box, then select Email Templates or My
Manager, and Group
Templates—whichever one appears.
Editions
2. Click New Template.
HTML and Visualforce email
3. Choose Custom (without using Classic Letterhead) and click Next.
templates not available in:
4. Choose a folder in which to store the template. Personal Edition
5. To make the template available for use, select the Available For Use checkbox.
6. Enter a name in Email Template Name. USER PERMISSIONS
7. If necessary, change the Template Unique Name. This unique name refers to the
To create or change custom
component when you use the Lightning Platform API. In managed packages, this unique name
HTML email templates:
prevents naming conflicts in package installations. This name can contain only underscores
• Edit HTML Templates
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. To create or change public
email template folders:
With the Template Unique Name field, you can change certain components’ names in
• Manage Public Classic
a managed package and the changes are reflected in a subscriber’s organization.
Email Templates
8. If desired, choose a different character set from the Encoding dropdown list.
9. Enter a Description for the template. Both the 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.
10. Enter a Subject for the message.

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Sales Productivity Email Templates in Salesforce Classic

11. Click Next.

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
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 use it in an email.

SEE ALSO:
Create HTML Classic Letterhead Email Templates in Salesforce Classic
Create Visualforce Email Templates in Salesforce Classic
Add Images to Email Templates in Salesforce Classic

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Sales Productivity Email Templates in Salesforce Classic

Add Images to Email Templates in Salesforce Classic

You can include images, such as logos, in your custom HTML and Visualforce email templates.
EDITIONS
Salesforce allows you to use style tags to add external or internal images to an email.
Use Image Tags: Available in: Salesforce
Classic (not available in all
When creating custom HTML or Visualforce templates, use an img tag to reference the image. We
orgs)
recommend uploading the images to the Documents tab and referencing the copy of the image
on the Salesforce server. Available in: All Editions,
except Personal
Note: For HTML (using Classic Letterhead) email templates, logos or images come from the
letterhead you choose when creating the email template. HTML and Visualforce email
1. Add an image to the Documents tab. templates not available in:
Personal Edition
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 Visualforce Classic email
the copy of the image on the Salesforce server. templates can’t be used in
Lightning Experience
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. USER PERMISSIONS

Note: You can also use the URL of an external website, such as <img To create or change HTML
src="http://www.401khelpcenter.com/syndicate/img/AF-Logo_Brown_Small.gif" email templates:
• Edit HTML Templates
alt="Logo"/>. However, if an image is stored in your org, you have more control
over it. To create or change
Visualforce email templates:
Use the HTML Style Attribute: • Customize Application
Use the style attribute in HTML to add internal and external images to email templates whose HTML To create or change public
elements can be edited. email template folders:
• Manage Public Classic
Example: Custom (without Using Classic Letterhead) Email Template Email Templates
Custom (without using Classic Letterhead)
<img
src="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=1270576568000"/>

Visualforce Email Template

<apex:image id="Logo"
value="https://yourInstance.salesforce.com/servlet/servlet.ImageServer?
id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=127057656800"
/>

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Sales Productivity Email Templates in Salesforce Classic

Custom HTML Email Template

This example adds an image as the background on an HTML element.

<td style="height:33; background-image:url('https://yourInstance.salesforce.com/

/servlet/servlet.ImageServer?id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=1270576568000">

SEE ALSO:
Create Classic Letterheads for Email Templates

HTML Classic Letterhead Email Templates in Salesforce Classic

A letterhead defines the logo, page color, and text settings for your HTML email templates. Use
EDITIONS
letterheads to ensure a consistent look and feel in your company’s emails.
To use letterheads, from Setup, enter Classic Letterheads in the Quick Find box, Available in: Salesforce
then select Classic Letterheads. Classic
From the Classic Letterheads list page: Available in: Contact
• To view a letterhead, select the name from the list. Manager, Group,
Professional, Enterprise,
• To edit a letterhead, click the name from the list and choose one of the edit options: Edit Performance, Unlimited,
Properties or Edit Letterhead. and Developer Editions
• To delete a letterhead, click Del next to the name. You cannot delete a letterhead that is used
in any HTML email templates.
USER PERMISSIONS
Note: HTML Classic Letterhead email templates can be used, but not created, in Lightning
Experience. To create or change
letterheads:
• Manage Letterheads
Create Classic Letterheads for Email Templates
Create Classic letterheads as the basis for a consistent look for your HTML email templates. Make
letterheads available organization-wide so other users can use them in their email templates.
Create HTML Classic Letterhead Email Templates in Salesforce Classic
You can create HTML-based email templates using Classic letterhead. You can’t change the layout in an existing template, but you
can update the Classic letterhead associated with the template. To create a letterhead email template, you must have at least one
active Classic letterhead.

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Sales Productivity Email Templates in Salesforce Classic

Create Classic Letterheads for Email Templates

Create Classic letterheads as the basis for a consistent look for your HTML email templates. Make
EDITIONS
letterheads available organization-wide so other users can use them in their email templates.
A letterhead consists of properties and details. The properties are only visible inside your organization; Available in: Salesforce
they help users identify a letterhead. The details are applied to an email when using that letterhead. Classic (not available in all
Use the letterhead wizard to create both the properties and details of your letterhead. orgs)

1. From Setup, enter Classic Letterheads in the Quick Find box, then select Classic Available in: All Editions,
Letterheads. except Personal
2. Click Next if an introductory page appears.
3. Click New Letterhead. USER PERMISSIONS
• To view a letterhead, select the name from the list. To create or change
• To edit a letterhead, click the name from the list and choose one of the edit options: Edit letterheads:
Properties or Edit Letterhead. • 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 want 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 name is 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: Upload the logo image to the Documents tab before you add it to the letterhead. Mark the document 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 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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Sales Productivity Email Templates in Salesforce Classic

• 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 HTML Classic Letterhead Email Templates in
Salesforce Classic on page 920.

Note: HTML Classic Letterhead email templates can’t be created in Lightning Experience. However, existing Classic Letterhead
email templates can be used in Lightning Experience.

SEE ALSO:
Create Custom HTML Email Templates in Salesforce Classic

Create HTML Classic Letterhead Email Templates in Salesforce Classic

You can create HTML-based email templates using Classic letterhead. You can’t change the layout
EDITIONS
in an existing template, but you can update the Classic letterhead associated with the template.
To create a letterhead email template, you must have at least one active Classic letterhead. Available in: Salesforce
Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that Classic (not available in all
orgs)
org.
To create an HTML Classic Letterhead email template: Available in: All Editions,
except Personal
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Classic Email Mass email not available in:
Templates in the Quick Find box, then select Classic Email Templates. Personal, Contact
Manager, and Group
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Editions
Templates in the Quick Find box, then select Email Templates or My
Templates—whichever one appears.
HTML and Visualforce email
2. Click New Template. templates not available in:
Personal Edition
3. Choose HTML (using Classic 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. USER PERMISSIONS
6. Enter an Email Template Name. To create or change HTML
email templates:
7. If necessary, change the Template Unique Name. This unique name refers to the
• Edit HTML Templates
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 To create or change public
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not email template folders:
include spaces, not end with an underscore, and not contain two consecutive underscores. • Manage Public Classic
Email Templates
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. Select a Classic Letterhead. The letterhead determines the logo, page color, and text settings of your email.

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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 dropdown 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. Enter a subject for the email you send. The subject can be edited later, when using the template.
13. Click Next.
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 and Custom email templates can be used, but not created, in Lightning Experience.

SEE ALSO:
Create Custom HTML Email Templates in Salesforce Classic
Create Visualforce Email Templates in Salesforce Classic
Add Images to Email Templates in Salesforce Classic
Create Classic Letterheads for Email Templates

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Sales Productivity Email Templates in Salesforce Classic

Visualforce Email Templates in Salesforce Classic

With Visualforce email templates, users can send targeted and personalized emails. Template
EDITIONS
creators can harness the powerful Visualforce programming language to create templated email
content. Available in: Salesforce
Key capabilities of Visualforce email templates include: Classic (not available in all
orgs) and Lightning
• Dynamic content based on Salesforce data such as recipient location or type
Experience
• Multilingual support
Available in: Essentials,
• Access to Salesforce data in addition to primary recipient or related record information
Enterprise, Performance,
• Dynamic attachments (like csv files, pdf files, and iCal invites) based on Salesforce data Unlimited, and Developer
Editions
Create Visualforce Email Templates in Salesforce Classic
Use the Visualforce programming language to create targeted and personalized email content. USER PERMISSIONS
Use Merge Fields for Visualforce Email Templates in Salesforce Classic
To create or change
A merge field is a field you can put in an email template, mail merge template, custom link, or Visualforce email templates:
formula to incorporate values from a record. • Customize Application
Manage Version Settings for Visualforce Email Templates in Salesforce Classic To create or change public
To aid backwards-compatibility, each Visualforce email template is saved with version settings email template folders:
for the specified version of Visualforce and the API. If the Visualforce email template references • Manage Public Classic
installed managed packages, the version settings for each managed package referenced by Email Templates
the Visualforce component are saved too. Saving version settings 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.
Use Visualforce Email Templates with Guest Users
Protect access to your company’s data when you send emails that use Visualforce Classic email templates to guest users. These
templates can be used with Process Builder, Workflow Builder, and Apex calls.
Modify a Visualforce Email Template for Guest Users
Protect access to your company’s data when you send emails that use Visualforce Classic email templates to guest users. These
templates can be used with Process Builder, Workflow Builder, and Apex calls.
Considerations for Using Visualforce Email Templates with Guest Users
Review these considerations when using Visualforce Classic email templates to send emails to guest users.
Use Visualforce Classic Email Templates in Automation
Workflows and other automations are executed in a system context. User–level limitations don’t apply when the automations use
Custom, HTML, or Text Classic email templates. A user’s visibility to fields and records to apply to Visualforce Classic email templates.

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Sales Productivity Email Templates in Salesforce Classic

Create Visualforce Email Templates in Salesforce Classic

Use the Visualforce programming language to create targeted and personalized email content.
EDITIONS
Note: If you’re using a free org, you can have up to 500 email templates, of any kind, in that
org. Available in: Salesforce
Classic (not available in all
1. Do one of the following: orgs)
• If you have permission to edit public templates, from Setup, enter Email Templates
Available in: Group,
in the Quick Find box, then select Classic Email Templates.
Enterprise, Performance,
• If you don't have permission to edit public templates, go to your personal settings. Enter Unlimited, Developer, and
Templates in the Quick Find box, then select Email Templates or My Contact Manager Editions
Templates—whichever one appears. Mass email not available in:
Personal, Contact
2. Click New Template.
Manager, and Group
3. Choose Visualforce and click Next. Editions
You can't send a mass email using a Visualforce email template.

4. Choose a folder in which to store the template. USER PERMISSIONS

5. To make the template available for use, select the Available For Use checkbox. To create or change
6. Enter a name in Email Template Name. Visualforce email templates:
• Customize Application
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 To create or change public
email template folders:
prevents naming conflicts in package installations. This name can contain only underscores
• Manage Public Classic
and alphanumeric characters, and must be unique in your org. It must begin with a letter, not
Email Templates
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 dropdown 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 dropdown list, select the type of recipient to receive email created from the template.
12. If desired, in the Related To Type dropdown list, select the object from which the template retrieves merge field data.
13. Click Save.
14. On the View and Edit 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 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

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Sales Productivity Email Templates in Salesforce Classic

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.

Note: The Translation Workbench is required to translate email templates.

Note: You can't send a mass email using a Visualforce email template.

SEE ALSO:
Use Merge Fields for Visualforce Email Templates in Salesforce Classic
Manage Version Settings for Visualforce Email Templates in Salesforce Classic
Use Visualforce Email Templates with Guest Users
Modify a Visualforce Email Template for Guest Users
Create HTML Classic Letterhead Email Templates in Salesforce Classic
Create Custom HTML Email Templates in Salesforce Classic
Create Text Email Templates in Salesforce Classic
Developer's Guide: Visualforce Developer's Guide

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Sales Productivity Email Templates in Salesforce Classic

Use 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
EDITIONS
formula to incorporate values from a record.
Available in: Salesforce
Syntax and Formatting Classic (not available in all
orgs)
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

USER PERMISSIONS

To set version settings for

Visualforce email templates:
• Customize Application

{!Object_Name.Field_Name}

For example, you can start your email template with Hello, {!Contact.FirstName}. When you send the template, each
recipient sees their first name in place of the merge field. If your recipient’s first name is John, he sees 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.
• When renderUsingSystemContextWithoutSharing="True", the email template runs in system mode, which
bypasses user permissions, field-level security, and organization-wide defaults. Be careful when using this setting so that you don't
inadvertently expose sensitive data. Before using this setting, assess the impact of the guest security policy and, if necessary, update
the Visualforce email templates instead.
• Because the merge field Case Thread Token is supported in Lightning Experience only, you can’t use it in a Visualforce email template.

SEE ALSO:
Create Visualforce Email Templates in Salesforce Classic
Developer's Guide: Visualforce Developer's Guide

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Sales Productivity Email Templates in Salesforce Classic

Manage Version Settings for Visualforce Email Templates in Salesforce Classic

To aid backwards-compatibility, each Visualforce email template is saved with version settings for
EDITIONS
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 Available in: Salesforce
component are saved too. Saving version settings ensures that as Visualforce, the API, and the Classic (not available in all
components in managed packages evolve in subsequent versions, a Visualforce email template is orgs)
still bound to versions with specific, known behavior.
Available in: Group,
A package version is a number that identifies the set of components uploaded in a package. The Enterprise, Performance,
version number has the format majorNumber.minorNumber.patchNumber (for example, Unlimited, Developer, and
2.1.3). The major and minor numbers increase to a chosen value during every major release. The Contact Manager Editions
patchNumber is generated and updated only for a patch release. Publishers can use package
Mass email not available in:
versions to evolve the components in their managed packages gracefully by releasing subsequent
Personal, Contact
package versions without breaking existing customer integrations using the package.
Manager, and Group
To set the Salesforce API and Visualforce version for an existing Visualforce email template: Editions
1. Do one of the following:
• If you have permission to edit public templates, from Setup, enter Email Templates USER PERMISSIONS
in the Quick Find box, then select Classic Email Templates.
To set version settings for
• If you don’t have permission to edit public templates, go to your personal settings. Enter
Visualforce email templates:
Templates in the Quick Find box, then select Email Templates or My
• Customize Application
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 the Version of the Salesforce API. The API version 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 Classic 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
is 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 automatically associated with the latest installed version of the managed package.

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Sales Productivity Email Templates in Salesforce Classic

• If a Visualforce email template references a managed package, you can’t remove the email template's version setting for the managed
package.

SEE ALSO:
Create Visualforce Email Templates in Salesforce Classic

Use Visualforce Email Templates with Guest Users

Protect access to your company’s data when you send emails that use Visualforce Classic email
EDITIONS
templates to guest users. These templates can be used with Process Builder, Workflow Builder, and
Apex calls. Available in: Salesforce
In Spring ‘20, Salesforce introduced a security policy that affects Visualforce email templates that Classic (not available in all
are used for emails sent to guest users in Experience Cloud sites. orgs) and Lightning
Experience
Emails that use Visualforce email templates send information based on a user’s access to Salesforce
data. But because data access for guest users is limited in Salesforce, the templates don’t work after Available in: Essentials,
you apply the security change. Enterprise, Performance,
Unlimited, and Developer
Data access is divided into two main categories, or contexts.
Editions
• System Context—A user’s permissions are ignored, and the request executes irrespective of
permissions. These permissions can include the keywords with sharing, without sharing, and
inherited sharing.
If a Visualforce email template is requested from a feature running in system context without sharing, the email is rendered in system
context.

• User Context—All the user’s permissions and access settings are followed.
If a Visualforce email template is sent from any other context, the email is rendered in user context.

For more information on context, see the Apex Developer Guide.

To ensure that a Visualforce email template runs in system context and is visible to guest users, add the
renderUsingSystemContextWithoutSharing="True" attribute to the emailTemplate tag. Setting
renderUsingSystemContextWithoutSharing="True" doesn’t override existing security settings for email object
visibility. For example, to let a partner site member see User objects from a customer site, add the partner site member to the customer
site and set renderUsingSystemContextWithoutSharing="True".

Warning: When renderUsingSystemContextWithoutSharing="True", the email template runs in system

mode, which bypasses user permissions, field-level security, and organization-wide defaults. Be careful when using this setting so
that you don't inadvertently expose sensitive data. Before using this setting, assess the impact of the guest security policy and, if
necessary, update the Visualforce email templates instead.
If the security policy changed a guest user’s access to email templates, update the template's context wherever a guest user can generate
an email.
• When using Apex’s Messaging Class, ensure that your Apex class has the without sharing keyword in the definition. This keyword is
required when you’re sending an email directly or from an Apex trigger.
• When using a Flow, ensure that you invoke it from an Apex Class that has the without sharing keyword, or from Process Builder.
No updates are needed if one of these features is used to trigger an email for a guest user:
• Process Builder
• Workflows

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Sales Productivity Email Templates in Salesforce Classic

Note: Classic Visualforce email templates must be edited in Salesforce Classic, but they can be used in Lightning Experience with
Process Builder, Workflow Builder, and Apex calls.

SEE ALSO:
Modify a Visualforce Email Template for Guest Users

Modify a Visualforce Email Template for Guest Users

Protect access to your company’s data when you send emails that use Visualforce Classic email
EDITIONS
templates to guest users. These templates can be used with Process Builder, Workflow Builder, and
Apex calls. Available in: Salesforce
In Summer ‘20, Salesforce introduced a security policy that affects Visualforce email templates used Classic (not available in all
to send emails to guest users in Experience Cloud sites. orgs) and Lightning
Experience
Note: Classic Visualforce email templates must be edited in Salesforce Classic, but they can
be used in Lightning Experience with Process Builder, Workflow Builder, and Apex calls. Available in: Essentials,
Enterprise, Performance,
Modify each Visualforce email template so that emails are sent correctly to all users, including guest Unlimited, and Developer
users. Editions
To add the Author Apex user permission:
1. From Setup, enter Profiles in the Quick Find box, then select Profiles. USER PERMISSIONS
2. Edit an existing profile or create one.
To create or change Classic
3. In the Administrative Permissions section, select Author Apex. Visualforce email templates:
• Author Apex
To edit a Visualforce email template:
To create or change
1. In Setup, enter Classic in the Quick Find box, then select Classic Email Templates. Visualforce email templates:
2. Click the name of a Visualforce type template. • Customize Application
3. Click Edit Template. To create or change public
email template folders:
4. Add the system context attribute to the emailTemplate tag:
• Manage Public Classic
Email Templates

renderUsingSystemContextWithoutSharing="True"

Warning: When renderUsingSystemContextWithoutSharing="True", the email template runs in system

mode, which bypasses user permissions, field-level security, and organization-wide defaults. Be careful when using this setting
so that you don't inadvertently expose sensitive data. Before using this setting, assess the impact of the guest security policy
and, if necessary, update the Visualforce email templates instead.

5. Click Save.

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Sales Productivity Email Templates in Salesforce Classic

Example:

SEE ALSO:
Use Visualforce Email Templates with Guest Users

Considerations for Using Visualforce Email Templates with Guest Users

Review these considerations when using Visualforce Classic email templates to send emails to guest
EDITIONS
users.
• When renderUsingSystemContextWithoutSharing="True", the email template Available in: Salesforce
runs in system mode, which bypasses user permissions, field-level security, and organization-wide Classic (not available in all
defaults. Be careful when using this setting so that you don't inadvertently expose sensitive orgs) and Lightning
data. Before using this setting, assess the impact of the guest security policy and, if necessary, Experience
update the Visualforce email templates instead. Available in: Essentials,
• Sending a test email using a Visualforce email template doesn’t accurately represent the email Enterprise, Performance,
that a guest user receives. Instead, access your Experience Cloud site as a guest user and initiate Unlimited, and Developer
sending an email the way a guest user does. Editions
Imagine that you’re testing an email template to recover passwords. Create an Experience Cloud
site user with your email address. Then go to the site as a guest user, click the Forgot Password?
link, and enter the name of the user you just set up.

• When sending a Visualforce email template to a guest user, these global variable values have different values.

Global Variable Expected Output for Guest Users

$Api.Session_ID NULL_SESSION_ID

$Cache.Session Session not found - Session Cache not

supported

• When sending a Visualforce email template to a guest user, checking an object’s accessibility using $ObjectType returns these
output values. The returned value is false even though you can access that object in system context.
If you know that you have access, ignore the returned value.

$ObjectType Global Variable Attribute Expected Value for Guest Users

accessible false

createable false

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Sales Productivity Email Templates in Salesforce Classic

$ObjectType Global Variable Attribute Expected Value for Guest Users

deletable false

mergeable false

queryable false

searchable false

undeletable false

updateable false

• Checking the value of a permission (for example, using $Permission.canSeeExecutiveData) always returns false.
The returned value matches what Apex returns when you check a permission in system context.

Use Visualforce Classic Email Templates in Automation

Workflows and other automations are executed in a system context. User–level limitations don’t
EDITIONS
apply when the automations use Custom, HTML, or Text Classic email templates. A user’s visibility
to fields and records to apply to Visualforce Classic email templates. Available in: Salesforce
Mass email not available in: Personal, Contact Manager, and Group Editions Classic (not available in all
orgs) and Lightning
The result of an automation that uses a Classic email template with merge fields differs when the
Experience
template is a Visualforce Classic email template.
In the following scenarios, assume that the org has an Admin user and a standard user. Available in: Essentials,
Enterprise, Performance,
Unlimited, and Developer
Scenario 1: Hidden Fields Editions
Imagine that the Admin has hidden a field in an entity from the standard user. Two Classic email
templates—one Visualforce and one HTML—have a merge field referencing the hidden field.
When the standard user inserts either Classic email template into the email composer, the field value isn’t substituted. As expected, the
merge field evaluates to a blank.
Now imagine a workflow rule. It’s configured to send email alerts using a Classic email template. The alert fires when certain account
fields are edited. If the standard user edits a field and triggers the alert, an email is sent using the template.
• When the workflow specifies the Visualforce Classic email template, the field value evaluates to a blank.
• When the workflow specifies the HTML Classic email template, the field value is substituted.

Scenario 2: Hidden Records

Imagine that the admin has changed the org’s sharing settings. They’re set to private for records: only the record owner or the admin
can access a record.
Imagine a workflow configured to fire an email when a record owner changes. The alert uses a Classic email template that includes the
record owner’s info and name.
When the standard user modifies a record and updates the owner field, the user loses access to that record. The change also triggers
the email alert Workflow.
• When the workflow specifies the Visualforce Classic email template, the email isn’t sent and the user is redirected to an error page.

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Sales Productivity Sales Dialer

The Visualforce template retrieves the merge field value from the database, not the cache.

• When the workflow specifies the HTML Classic email template, the email is sent and the owner field shows the new value.
The HTML template resolves the merge field even though the user lost access to the record.

Sales Dialer
Use Sales Dialer to access telephony features without ever leaving Salesforce. Make and receive
EDITIONS
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. Available in: Lightning
Experience
Guidelines for Making and Receiving Calls
Available with Sales Cloud
Review guidelines for making and receiving calls, including basic calling features and tips on and Service Cloud in:
how to get started. Essentials, Professional,
Set Up Sales Dialer Enterprise, Performance,
Dialer allows users to access telephony features directly in Salesforce. and Unlimited Editions
Sales 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
EDITIONS
to get started.

Note: For now, we support outgoing calls to the United States (not including Puerto Rico) Available in: Lightning
and Canada only. Experience

Available with Sales Cloud

and Service Cloud in:
Essentials, Professional,
Enterprise, Performance,
and Unlimited Editions
Sales 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.
When you call a landline number that’s busy, the call ends without ringing or a busy signal.

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. A call log is created if the number dialed is related to
an existing record. If it isn’t, a task is created, but a call log related to a record is not.
You can also add more details manually after a call has ended.

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Sales Productivity 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.
With the voicemail drop feature, you can also record messages to leave when you make a call and get someone else’s voicemail. For
best results, we recommend reps start their message as soon as the recording begins. Messages can be up to 1 minute long. For now,
reps can have 10 voicemail drop recordings.
For information about setting up Sales Dialer, see “Set Up Sales Dialer” in the Salesforce Help.

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Sales Productivity 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.
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.
Sales 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 Sales Dialer

Assign a Dialer Number

Assign a Dialer number from your personal settings so the calls you make and receive don’t appear
EDITIONS
to be coming from an unknown number.

Note: After assigning yourself a Dialer number, you can enter a unique custom number Available in: Lightning
under Phone Number Settings. This allows you to display a separate number when making Experience
calls. Available with Sales Cloud
Inbound calls made to the custom number go directly to the mobile or business line, not and Service Cloud in:
through Sales Dialer. Essentials, Professional,
Enterprise, Performance,
1. From your personal settings, enter Dialer Settings in the Quick Find box, then and Unlimited Editions
select Dialer Settings. Sales Dialer is available for
2. Click Find Now. an additional cost as an
add-on license.
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.
USER PERMISSIONS
4. Select a number.
Once you assign yourself a number, you can’t choose a new one or view available numbers. To add the minutes related
to Dialer calls:
5. Click Save. • Access Dialer Minutes
To make outbound Dialer
SEE ALSO: calls:
Guidelines for Making and Receiving Calls • Access Dialer Outbound
Calls
Assign a Forwarding Number for Dialer
To receive inbound Dialer
Sales Dialer Best Practices calls:
• Access Dialer Inbound
Calls
To assign a Dialer number:
• Access Dialer Inbound
Calls

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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.
EDITIONS
You can easily assign a forwarding number from your personal settings.
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. Available with Sales Cloud
2. Select Enable calls to my forwarding number. and Service Cloud in:
Essentials, Professional,
3. Enter your forwarding phone number. Enterprise, Performance,
4. Click Save. and Unlimited Editions
Sales Dialer is available for
SEE ALSO: an additional cost as an
add-on license.
Guidelines for Making and Receiving Calls
Assign a Dialer Number
Sales Dialer Best Practices USER PERMISSIONS

To add the minutes related

to Dialer calls:
• Access Dialer Minutes
To make outbound Dialer
calls:
• Access Dialer Outbound
Calls
To receive inbound Dialer
calls:
• Access Dialer Inbound
Calls

Sales Dialer Best Practices

For the best calling experience, use a hardwired connection to your network with adequate
EDITIONS
bandwidth, use a wired headset, and set up the proper environment on your machine.
Available in: Lightning
Use a Good Connection Experience

A wireless connection can work, but a hardwired connection is strongly recommended. Available with Sales Cloud
and Service Cloud in:
Having a dedicated network for your Dialer calls is best. We recommend having at least 10 kbps
Essentials, Professional,
per Dialer session available, but having 500 kbps+ per Dialer session is optimal. Limiting the number Enterprise, Performance,
of applications you have running (especially screen-sharing applications) and your open browser and Unlimited Editions
tabs also improves performance.
Sales Dialer is available for
Note: Using a network that masks your location may cause charges to be different from an additional cost as an
those displayed for your location. add-on license.
Also make sure you’re using the most up-to-date Chrome, Firefox, or Edge browser.

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Sales Productivity Set Up Sales 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 Sales Dialer

Dialer allows users to access telephony features directly in Salesforce.
EDITIONS
To use Dialer in your org:
Available in: Lightning
Experience
1. Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization. Available with Sales Cloud
and Service Cloud in:
2. Dialer Limitations
Essentials, Professional,
Be aware of the limitations that apply to Sales Dialer. Enterprise, Performance,
3. Enable Sales Dialer and Unlimited Editions
Turn on Dialer from the Dialer Settings page in Lightning Experience. Sales Dialer is available for
4. Add Dialer to the Utility Bar an additional cost as an
add-on license.
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.
5. Assign the Dialer Permission Set to Users
Assign the Dialer licenses to users from Setup.
6. Enable Local Presence
Show local numbers when calling customers with Sales Dialer. Enable the feature from the Local Presence page in Setup. Dialer
users can then select Local Presence under their personal settings.
7. Enable Call Monitoring
Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings page in Setup, then create a
permission set with the Access Dialer Monitoring permission and assign it to managers.
8. How Do I Manage Dialer Usage?
See your org’s Dialer usage from Setup.

SEE ALSO:
Guidelines for Making and Receiving Calls

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Sales Productivity Set Up Sales Dialer

Dialer Prerequisites
Plan out your implementation before enabling Dialer in your organization.
EDITIONS
The supported browsers for Dialer include the most recent versions of Chrome, Firefox, and Edge.
Available in: Lightning
Make sure your browser allows Web Real-Time Communication (WebRTC). This should be enabled
Experience
by default, but if your teams are using Edge, make sure the Hide my local IP address over WebRTC
connections option in the about:flags menu is not selected. Available with Sales Cloud
Having a dedicated network for your Dialer calls is best. We recommend having at least 10 kbps and Service Cloud in:
per Dialer session available, but having 500 kbps+ per Dialer session is optimal. For more information Essentials, Professional,
Enterprise, Performance,
about Dialer’s network requirements, see Sales Dialer Network Requirements.
and Unlimited Editions
To use the Voicemail Drop feature, content deliveries need to be enabled for your org. From Setup,
Sales Dialer is available for
enter Content Deliveries in the Quick Find box. Then select Content Deliveries and
an additional cost as an
Public Links. Ensure that the Content Deliveries feature can be enabled for users setting is
add-on license.
selected. If you don’t see the setting available, contact Salesforce Customer Support.

Note: Dialer should not be assigned to users already using Open CTI.
USER PERMISSIONS
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. To enable Dialer features:
• Customize Application
If your org has record types enabled for tasks, you need to assign the Log a Call quick action to a
To assign permission sets:
specific record type in order to log calls.
• Assign Permission Sets
If calls continue in inactive tabs for longer than your org’s session timeout limit, they aren’t logged
To manage users:
properly. Notes made on the call may also be lost. If your org automatically logs out users after a
• Manage Users
short time (such as 15 minutes), encourage reps to keep the tab active or modify your org’s session
AND
security settings. From Setup, enter Session Settings in the Quick Find box. Then select
Session Settings and make updates. Manage Profiles and
Permission Sets
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.

SEE ALSO:
Knowledge Article: Upcoming required changes for Sales Dialer

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Sales Productivity Set Up Sales Dialer

Dialer Limitations
Be aware of the limitations that apply to Sales Dialer.
EDITIONS
General Limitations
Available in: Lightning
• Dialer features are available in Lightning Experience on the desktop only.
Experience
• No support in Experience Cloud sites.
Available with Sales Cloud
• Users can now store up to 20 voicemail messages in Salesforce. Voicemail messages are limited
and Service Cloud in:
to two minutes. The messages are saved as files in Salesforce, and they count toward your files
Essentials, Professional,
storage quota.
Enterprise, Performance,
• Call Monitoring is not supported in Salesforce Essentials. and Unlimited Editions
• Outgoing calls are supported to the U.S. and Canada only. Puerto Rico is not supported. Sales Dialer is available for
• The Local Presence feature is only available in the U.S. and isn’t available in Canada. an additional cost as an
• Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring add-on license.
permission sets without using permission set groups.
• Dialer users can’t have Service Cloud Voice permission sets or be part of a Salesforce call center.
• Phone numbers in dashboards can’t be directly called with Dialer.
• The utility bar supports only one Phone item at a time.
• Users can’t pop out (or pop in) the call panel from the utility bar during an active call.
• When users call a landline number that’s busy, Dialer ends the call without ringing or a busy signal.
• Deactivated call result values aren’t removed from the call panel. Delete any unneeded call result values instead.
• Users need the “Edit Task” permission to log calls. This permission isn’t automatically included with some profiles, so users with those
profiles can make calls, but those calls aren’t logged.
• Users need a Dialer Inbound license to assign a number or access personal Dialer settings from the call panel.
• If you’re creating a sandbox from an org that already has voice calls, voice call records and voice call recordings are not copied over.
To use Dialer in sandbox, you must enable it from Setup again.
• It isn’t possible to make or receive live calls with Dialer in sandbox environments. You can make test calls and test automation that
occurs after a call is made, such as the log a call task. For more details, see “Test Dialer Features in Sandbox.”
• The records that can be added to call lists include leads, accounts, person accounts, and contacts. Call lists use the standard Phone
field for these records.
• To use voicemail greetings, 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 Password protection is required is not selected. This
feature is available only to users with outbound and inbound calling access.
• Dialer users with the voicemail drop feature can store up to 10 prerecorded voicemail messages.
• With call monitoring, you can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls
that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and
manager.
• Dialer respects the Do Not Call field, and records with the field selected have one-click calling disabled.
• Call recordings are saved as files in Salesforce. An hour of recording takes up roughly 15 MB of storage space, and the same sharing
rules apply to recordings as other files in Salesforce. Admins can delete call recordings from the Recording Management page in
Setup.
• If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording
upon request.
• Dialer doesn’t support Enhanced 911. Location information is not automatically shared over 911 calls.

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Sales Productivity Set Up Sales Dialer

• You can use Sales Dialer to make calls to or receive calls from the U.S. and Canada only.
Phone Number Limitations
• Phone numbers are subject to availability, and numbers from all area codes may not be available.
• Every inbound 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.
• Before a user can use a custom phone number, the user must enter a provided code to verify it. Phone numbers that use a directory
can’t be verified.
• The same custom phone number can’t be used for multiple users.
• Phone numbers provided by Salesforce can be used only in association with Sales Dialer.

Enable Sales Dialer

Turn on Dialer from the Dialer Settings page in Lightning Experience.
EDITIONS
1. From Setup, enter Dialer in the Quick Find box, then select Dialer Settings.
Available in: Lightning
2. Enable Dialer.
Experience
Optionally, enable personal voicemail, prioritized call lists, voicemail drop, and other settings
for your org as well. Available with Sales Cloud
and Service Cloud in:
Note: You can turn on and manage more features under the Dialer node in Setup. Essentials, Professional,
Depending on your org, this may include local presence, call result tracking, and more. Enterprise, Performance,
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
add-on license.

USER PERMISSIONS

To enable Dialer features:

• Customize Application

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Sales Productivity Set Up Sales Dialer

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
EDITIONS
utility bar gives your sales reps quick access to commonly used tools.
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. Available with Sales Cloud
If available, the Lightning Sales app contains numerous options preconfigured for sales users. and Service Cloud in:
Essentials, Professional,
3. On the Utility Items tab, click Add Utility Item and select Dialer. Enterprise, Performance,
4. On the User Profiles tab, make the app available to relevant user profiles. and Unlimited Editions

5. Verify the other app details, including the app name, branding information, and available menu Sales Dialer is available for
an additional cost as an
items.
add-on license.
6. Save your changes.
To verify your changes, from the App Launcher, find and open the app that has Sales Dialer enabled.
USER PERMISSIONS

To enable Dialer features:

• Customize Application

Assign the Dialer Permission Set to Users

Assign the Dialer licenses to users from Setup.
EDITIONS
Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring
permission sets without using permission set groups. Available in: Lightning
Experience
Dialer users can’t have Service Cloud Voice permission sets or be part of a Salesforce call center.
1. From Setup, enter Users in the Quick Find box, then select Users. Available with Sales Cloud
and Service Cloud in:
2. Select a user. Essentials, Professional,
3. In the Permission Set Assignments related list, click Edit Assignments. Enterprise, Performance,
and Unlimited Editions
4. Assign the Dialer Outbound and (if available) Dialer Inbound permission sets.
Sales Dialer is available for
5. Click Save.
an additional cost as an
6. Repeat the process for other users you want to grant Dialer access to. add-on license.
The number of permission sets you can assign is limited by the number of feature licenses
you’ve purchased.
USER PERMISSIONS
Note: Assigning the permission set automatically assigns a corresponding permission
set license. However, if you wish to remove Dialer licenses from a user, you need to remove To assign permission sets:
both the permission set and the permission set license to make the feature licenses • Assign Permission Sets
available to reassign.

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Sales Productivity Set Up Sales Dialer

Enable Local Presence

Show local numbers when calling customers with Sales Dialer. Enable the feature from the Local
EDITIONS
Presence page in Setup. Dialer users can then select Local Presence under their personal settings.
Users need both Dialer Inbound and Dialer Outbound licenses to use Local Presence. Available in: Lightning
Experience
Note: Local Presence is for use only by customers in the US, and is intended to be used to
dial only US numbers. Available with Sales Cloud
and Service Cloud in:
1. From Setup, enter Local Presence in the Quick Find box, then select Local
Essentials, Professional,
Presence. Enterprise, Performance,
2. Enable Local Presence. and Unlimited Editions
3. Enter a default callback number so returned calls always reach your organization, even if the Sales Dialer is available for
initial caller is no longer with your organization. an additional cost as an
add-on license.
To use Local Presence, users must select it as the number that appears for outgoing calls from their
personal settings. The option is available from the Dialer Settings page in Personal Setup or My
Settings. USER PERMISSIONS

To enable Dialer features:

• Customize Application

Enable Call Monitoring

Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings
EDITIONS
page in Setup, then create a permission set with the Access Dialer Monitoring permission and assign
it to managers. Available in: Lightning
Your org must have role hierarchy set up to use Call Monitoring. Experience

Note: You can only monitor users that are one level below you in the role hierarchy. Available in: Professional,
Enterprise, Performance,
You can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t and Unlimited Editions
monitor calls that your sales reps receive. Monitored calls use double the minutes of a regular call, Sales Dialer is available for
counting the call time for both the rep and manager. an additional cost as an
If required by law, users must notify the call recipient of call monitoring and/or recording and stop add-on license.
monitoring and/or recording upon request.
Call Monitoring is not supported in Salesforce Essentials.
USER PERMISSIONS
Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring
permission sets without using permission set groups. To enable Dialer features:
• Customize Application
1. From Setup, enter Dialer Settings in the Quick Find box, then select Dialer Settings.
To enable Call Monitoring:
2. Enable Call Monitoring. • View Setup and
3. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets. Configuration, View
Roles and Role
4. Click New. Hierarchy
5. Enter a name for the permission set.
Naming it Call Monitoring makes it easy to identify.

6. Click Save.

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Sales Productivity Set Up Sales Dialer

7. Click App Permissions.

8. Click Edit.
9. Select Access Dialer Monitoring.
10. Click Save.
11. From Setup, enter Users in the Quick Find box, then select Users.
12. Select a manager who you want to grant Call Monitoring to.
13. In the Permission Set Assignments related list, click Edit Assignments.
14. Assign the Call Monitoring permission set.
15. Click Save.
16. Repeat steps 12–15 for other managers you want to grant Call Monitoring access to.

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.
Available in: Lightning
The page displays your org’s total minutes used this month and last month. You can view usage
Experience
by date, and also sort the usage data.
Salesforce admins receive an email when their org is approaching the end of their available Lightning Available with Sales Cloud
Dialer minutes for the current month. Another email is sent when there are no available minutes and Service Cloud in:
and reps are unable to make calls. Essentials, Professional,
Enterprise, Performance,
and Unlimited Editions
Guard Outgoing Calls Against Filters
Sales Dialer is available for
Help your teams reach their customers with a few tips, including protocols that validate an additional cost as an
outbound calls from your teams. add-on license.
Release a Dialer Number
Release a number from the Number Management page in Setup.
Remove Dialer Licenses from Users
Make Dialer licenses available for others by removing the permission sets and the permission set licenses from existing users.
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.
Sales 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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Sales Productivity Set Up Sales Dialer

Guard Outgoing Calls Against Filters

Help your teams reach their customers with a few tips, including protocols that validate outbound
EDITIONS
calls from your teams.
Protect your teams’ calls from being marked as spam with the following recommendations: Available in: Lightning
Experience
• Register all numbers through Free Caller Registry in order to submit business information directly
to major US wireless providers. Available with Sales Cloud
• Use STIR/SHAKEN protocols to validate your teams’ outbound calls. From Setup, enter Trusted and Service Cloud in:
Calling in the Quick Find box, and select Trusted Calling. Enter your company’s information Essentials, Professional,
and submit it to Twilio. It can take from 24 to 48 hours for Twilio to review your submission. Enterprise, Performance,
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
add-on license.

• If a number has been flagged by wireless providers, the fastest fix is to release that number and have your user request a new number.

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Sales Productivity Set Up Sales 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. Available in: Lightning
Experience
Reassigning a number to another user is not yet supported.
Released custom numbers can continue to be used if they’re still available. Available with Sales Cloud
and Service Cloud in:
1. From Setup, enter Number Management in the Quick Find box, then select Number Essentials, Professional,
Management. Enterprise, Performance,
2. Click and Unlimited Editions
next to a number.
Sales Dialer is available for
3. Click Release.
an additional cost as an
add-on license.

USER PERMISSIONS

To enable Dialer features:

• Customize Application

Remove Dialer Licenses from Users

Make Dialer licenses available for others by removing the permission sets and the permission set
EDITIONS
licenses from existing users.
When assigning licenses to users, you need to only assign permission sets. Permission set licenses Available in: Lightning
are added automatically. However, to make the licenses available to reassign, you need to remove Experience
both the permission set and the permission set license.
Available with Sales Cloud
1. From Setup, enter Users in the Quick Find box, then select Users. and Service Cloud in:
2. Select a user. Essentials, Professional,
Enterprise, Performance,
3. In the Permission Set Assignments related list, click Edit Assignments. and Unlimited Editions
4. Remove the Dialer permission sets. Sales Dialer is available for
5. Click Save. an additional cost as an
add-on license.
6. In the Permission Set License Assignments related list, click Edit Assignments.
7. Deselect the Dialer permission set licenses.
USER PERMISSIONS
8. Click Save.
To remove permission sets:
• Assign Permission Sets

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Sales Productivity Set Up Sales Dialer

Test Dialer Features in Sandbox

Test Dialer in a sandbox environment by re-enabling the feature in a full sandbox org. Calls placed
EDITIONS
in a sandbox are test calls, and phone numbers aren’t actually dialed.
If you have an org with Dialer enabled, you can test some Dialer features in a sandbox environment. Available in: Lightning
You can place fake outbound calls in sandbox. Inbound calls are not supported. Experience
1. Create a full sandbox of your Dialer org. Available with Sales Cloud
2. Log in to your sandbox. and Service Cloud in:
Essentials, Professional,
3. From Setup, enter Dialer Settings in the Quick Find box, then select Dialer Enterprise, Performance,
Settings. and Unlimited Editions
4. Toggle the Dialer setting off, then back on again. Sales Dialer is available for
5. Finish setting up Dialer in your sandbox org. an additional cost as an
add-on license.
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 USER PERMISSIONS
list of dummy numbers. An error may occur if multiple users are assigned to the same
To enable Dialer features:
phone number.
• Customize Application
To view a sandbox:
• View Setup and
Configuration
To create, refresh, activate,
and delete a sandbox
• Manage Sandbox

Sales Dialer Troubleshooting Tips

Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome,
EDITIONS
Firefox, or Edge.
Available in: Lightning
Problem Potential Solutions Experience
I can’t make a call. • Make sure you have a network connection. Available with Sales Cloud
and Service Cloud in:
• Make sure you’ve granted your browser permission to access
Essentials, Professional,
your microphone.
Enterprise, Performance,
• Check that Dialer is properly set up in your org. and Unlimited Editions
Sales Dialer is available for
The audio is dropping Check the quality of your network connection. It’s best to use a
an additional cost as an
in-and-out of my call. high speed or separate network for calling activity, or to prioritize
add-on license.
Dialer traffic on your network.

I’m getting one-way audio • Make sure your microphone and speaker are attached and
(on either end). enabled, and that your microphone isn’t muted.
• Check that you have opened the correct ports in your computer
and network firewalls.

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Sales Productivity News

Problem Potential Solutions

The audio quality is poor on my call. • Use a wired USB headset over wireless or mobile headphones.
• 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.
• Turn off or disconnect other devices that may be using up bandwidth on your network.
• Close extra applications and browser tabs to make sure your computer has enough
resources to make a quality call.

I’m having problems with ending or You may be exceeding your org’s session timeout limit. If your org automatically logs out
logging longer calls. users after a short time, ongoing calls in inactive tabs aren’t logged properly. Keep the tab
active or contact your Salesforce admin about modifying your org’s session security settings.

I’m seeing an Internal Consistency Your network connectivity is poor, or your connection is being blocked by a firewall. Check
Evaluator (ICE) error: ICE negotiation with your connection and try again. It may help to restart your browser or system. If the problem
Twilio failed persists, contact your network administrator.

News
Get instant access to relevant, timely news about customers, partners, competitors, and industries
EDITIONS
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. Articles come from reputable, Available in: Lightning
English-language news sources. Experience
News is scheduled for retirement as of the Winter ’24 release. After that, News isn’t available.
Available in: Essentials,
Group, Professional,
Guidelines for Using News Enterprise, Performance,
Review guidelines for News, including which articles are shown, categories for news, and privacy Unlimited Editions
and security information.
Enable News
Give your sales reps instant access to relevant, timely news about customers, partners, and competitors. News appears on accounts,
contacts, leads, opportunities, and the Home page. It’s likely that News is already enabled for you, but you can turn it off.

Guidelines for Using News

Review guidelines for News, including which articles are shown, categories for news, and privacy
EDITIONS
and security information.
News is scheduled for retirement as of the Winter ’24 release. After that, News isn’t available. Available in: Lightning
Experience

Available in: Essentials,

Group, Professional,
Enterprise, Performance,
Unlimited Editions

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Sales Productivity Guidelines for Using News

News Based on Wherever You Access It

Where news is accessed News categories that appear

Accounts, contacts, leads, and opportunities Account News and Industry News

Home page or News app Account News, Industry News, Trending at My Company, General Business News

The Salesforce mobile app Account News, Industry News, Trending at My Company, General Business News

Categories for News

Category Includes news

Account News Based on the record’s account or recently viewed accounts.

Industry News About the industry that’s listed on either the account or the record’s related account. When Industry
News appears in places other than account, contacts, leads, and opportunities, we use recently
reviewed accounts to determine the industry.

Trending at My Company That your other users in Salesforce are reading.

General Business News (Home That’s not directly related to the record’s account or industry.
page only)

How Articles Are Selected

We use natural-language processing (NLP) to determine which articles to show you. The process includes several steps.
Determine which articles are business-related
Assess how much, if any, of the article content is about businesses. Remove articles that are considered offensive or spam from
further analysis.
Determine which companies are mentioned
See which accounts are mentioned in article.
Determine relevance of company that’s mentioned
See if the company is mentioned as the main subject of the article, as opposed to a small mention.
Remove duplicates and give ranking
Make sure that the same article isn’t coming from multiple news sources. Then rank the articles based on how recent and significant
they are. An article becomes more significant when the same content appears in other articles. From the ranking, the best article for
the company is selected.
Match article to Salesforce records
When matching articles to records, name variations are considered. For example, an article that mentions saleforce.com is matched
to the Salesforce or SFDC account record.

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.

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Sales Productivity Guidelines for Using News

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. Try to
have the value in the Account Name field match the company name, so be aware of incorrect spellings, special characters, and other
formatting.
• Salesforce processes all news to ensure it’s relevant and free of 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.

Salesforce Mobile App

• When accessing news from Salesforce on a mobile device, only one news item is displayed at a time.
• When accessing news from Salesforce on a tablet, you can’t scroll through the available news items. Instead, the device’s screen size
determines the number of news items that are displayed.
• When navigating to other records, more news items can become available. It takes longer for those news items to appear in the
News app.
• The News card is a separate component within the Related tab.

SEE ALSO:
Enable News

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Sales Productivity Enable News

Enable News
Give your sales reps instant access to relevant, timely news about customers, partners, and
EDITIONS
competitors. News appears on accounts, contacts, leads, opportunities, and the Home page. It’s
likely that News is already enabled for you, but you can turn it off. Available in: Lightning
News is scheduled for retirement as of the Winter ’24 release. After that, News isn’t available. Experience
News articles come from reputable, English-language news sources. Available in: Essentials,
1. Make sure you’ve allowed the network access needed for News to work. Group, Professional,
Enterprise, Performance,
2. From Setup, enter Account Settings in the Quick Find box, then select Account Unlimited Editions
Settings.
3. Select Enable News.
USER PERMISSIONS
4. Make sure that the News component is on your page layouts.
To enable News:
Important: For default account, contact, and lead pages, the News component appears • Customize Application
within a separate News Tab. 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.
If you disable News, the News tab isn’t removed. Use the Lightning App Builder to remove
it.

SEE ALSO:
Allow Network Access for News, Account Logos, and Automated Account Fields
Guidelines for Using News

Activities: Tasks, Events, and Calendars

Activities include tasks, events, and calendars. With Salesforce, track tasks and meetings together
EDITIONS
in lists and reports to easily prioritize your time and keep up with your accounts, campaigns, contacts,
leads, and opportunities. Available in: Salesforce
Classic (not available in all
Tasks orgs), Lightning Experience,
Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily relate and all versions of the
Salesforce mobile app
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 Available in: All editions
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.
Things to Know About Activities
Review additional considerations for activities.

949
Sales Productivity Tasks

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. The activity timeline is supported for accounts, cases, claims, contacts, contracts, insurance policies, leads,
opportunities, and activity-enabled custom objects.
Activity Reminders and Notifications
Salesforce displays event and task reminders differently in Classic and Lightning Experience. You can customize reminders in your
personal settings in both places.
Work with Archived Activities
Find, view, and edit the activities Salesforce has archived.
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. Archived activities aren’t included in reports.
Set Up Activities for Your Sales Reps
Optimize the way that your sales reps can manage events, calendars, and tasks.
Work with the Dynamic Activity Composer
The dynamic activity composer gives reps activities at the click of a button and offers more choices than the tabbed activity composer.

SEE ALSO:
Events and Calendars
Tasks

Tasks
Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily relate
EDITIONS
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 Available in: Salesforce
tasks, prefiltered task lists, and task notification options. Classic (not available in all
orgs), Lightning Experience,
Start Using Tasks and all versions of the
Salesforce mobile app
Review some guidelines for using tasks, including helpful things to know, where to track tasks,
and how task assignment works. Available in: All editions
Organizing and Completing Your Tasks with the To Do List except Personal
The To Do List is the place to see, sort, and organize your tasks across accounts, contacts,
cadences, and other records. Use colors and labels, such as Urgent or New Business, to help
identify what to tackle first. Flag and sort tasks that are most important, or see what’s due today, or find tasks that were overlooked.
Apply filters to further refine the view to see what needs your attention first.
Considerations for Using Tasks
When you use tasks, keep in mind these considerations for creating, updating, delegating, and managing your task items.
Considerations for Using the To Do List
Keep these considerations in mind when working with the To Do List.
Create Tasks in Bulk for 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.

950
Sales Productivity Tasks

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.
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.
Considerations for Closing and Reopening Tasks
Salesforce Classic differs from Lightning Experience and the Salesforce mobile app in the way it handles validation rules on tasks.
Task Fields
Task records have standard fields for tracking and recording task details.
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
mobile app.

SEE ALSO:
Activities: Tasks, Events, and Calendars
Events and Calendars

Start Using Tasks

Review some guidelines for using tasks, including helpful things to know, where to track tasks, and
EDITIONS
how task assignment works.
Use Tasks in Lightning Experience to Boost Sales Productivity Available in: Salesforce
Classic (not available in all
orgs), Lightning Experience,
General Guidelines and all versions of the
• If a task is created when you send an email, validation and workflow rules for that task aren’t Salesforce mobile app
triggered. Available in: All editions
• Due dates are displayed in the time zone you’ve selected in your personal settings. except Personal
• 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.
• 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.
• Predefined subjects aren’t available unless you turn off the Show simpler New Task form on mobile setting.
• 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.
• If Shared Activities is enabled
– You can relate a task to up to 50 contacts or one lead using the Name field.
– You can’t relate multiple contacts to a recurring task series.

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Sales Productivity Tasks

– In Salesforce Classic, you can’t relate multiple contacts to a task assigned to multiple users.

• The My Tasks view on today’s task card 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.
• If a user has read-only access for the Related To field and they create a task from a record’s activity list, the task isn’t related to
the parent record. Users need edit access for the Related To field in order to relate tasks to record objects.
• Change the status of Task from either the task record or the activity timeline. To open a completed task from the activity timeline,
select to change the status and choose an open status. To reopen a completed task from the task record, hover of the Completed
button, select Reopen, and select an open status.
• Action overrides for viewing tasks aren't supported when using split view in Standard Lightning apps

Where to Track Tasks

• Tasks tab—Shows task list views, including tasks due today, all your open tasks, overdue tasks, and tasks recently completed.
• Home page—A filterable compact view of up to five tasks.
• Records—To view and edit tasks, use the activity timeline in Lightning Experience or the activity related lists in Salesforce Classic.
• Kanban view for Opportunities—Cards show alerts when a task is overdue or when no open activities exist on an opportunity.
• 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 one 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, when
you create the task.
• 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.
• In Salesforce Classic, we can send an email notification when someone creates or assigns a task, depending on your organization’s
settings.
• Emails, notifications, and reminders are sent about task assignments only after the task is reassigned from a tasks queue to a specific
user.

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Sales Productivity Tasks

• In Lightning Experience, there aren’t options to send an email when you assign a task or receive an email when you receive a task.
However, depending on your org’s settings, there are email notifications for delegated tasks.

SEE ALSO:
Set Up Tasks for Your Sales Reps
Enable Simpler Task Form in the Salesforce Mobile App
Trailhead: Create and Customize List Views
Activity Reminders and Notifications in Salesforce Classic

Organizing and Completing Your Tasks with the To Do List

The To Do List is the place to see, sort, and organize your tasks across accounts, contacts, cadences,
EDITIONS
and other records. Use colors and labels, such as Urgent or New Business, to help identify what to
tackle first. Flag and sort tasks that are most important, or see what’s due today, or find tasks that Available in: Lightning
were overlooked. Apply filters to further refine the view to see what needs your attention first. Experience
These types of tasks are included in the To Do List.
Available in: Professional,
• Tasks Enterprise, Unlimited, and
• Tasks from cadences and quick cadences Performance Editions

• Flow Orchestration work items

The To Do List lets you work with your tasks in several ways.
• Complete tasks directly from the To Do List.
• Add custom labels to tasks.
• Filter and group tasks by due date, label, cadence, and color.
• Reorder tasks by dragging.
• Search for specific items. Search doesn't include work items from flows.

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Sales Productivity Tasks

Open the To Do List from the utility bar in the lower portion of the page.
If you don’t see the To Do List in the utility bar, ask your Salesforce admin to add it.

Considerations for Using Tasks

When you use tasks, keep in mind these considerations for creating, updating, delegating, and
EDITIONS
managing your task items.
Available in: Salesforce
Task Reminders and Notifications in Lightning Experience Classic (not available in all
orgs), Lightning Experience,
When a user is assigned a task, they get a notification. This notification appears in the notification and all versions of the
bell in Lightning Experience and in the notification tray in the Salesforce mobile app. The Lightning Salesforce mobile app
Experience notification bell shows up to three notifications simultaneously.
Available in: All editions
When members of a group are assigned, each group member gets a notification. except Personal

954
Sales Productivity Tasks

Note: If a guest user assigns a task to a regular user, the user receiving the task doesn't get a delegated task notification.

You can set activity reminders from your tasks and events in the Salesforce mobile app, and review your reminders from the notification
tray in the app.

Task Creation for People and Groups in Lightning Experience

• You can assign a task to up to 200 people. When assigning a task to a group, the group can have up to 200 people in it. Each person
gets their own task assignment.
• When editing a task, you can’t create more tasks by adding new users to the assigned to field.
• People who are listed individually and are in one or more groups get only one copy of the task.
• You can’t bulk create recurring tasks.
• To find the people who have been assigned a copy of the task, use the Delegated Tasks list view.
• Bulk creation of tasks for people and groups isn’t supported in Lightning Experience quick actions or the force:createRecord event.
Overriding this behavior, such as with a Visualforce page, isn’t supported.
• Tasks are created only for the active members in public groups.
• Tasks created from quick actions can be assigned to users only.

Task Assignment Notifications

Email notifications aren’t sent for tasks created using code via an Apex batch. Because Apex batches are asynchronous, the batch process
doesn’t support the options required to set up notifications.

Task Queues in Lightning Experience

• Only Salesforce admins can set up task queues.
• You can see task items in a queue’s list view only if you’re a member of the queue. However, partner community users aren’t supported.
• Emails, notifications, and reminders are sent about task assignments only after the task is reassigned from a tasks queue to a specific
user.
• To include task queues in packages, add the corresponding task list view and queue to your package.
• If the owner of a parent record is reassigned from a queue to a user, that record’s open tasks remain in the task queue.
• If you add the Assigned To field to your custom activities report, you can’t see tasks assigned to queues. To see tasks in queues,
remove the Assigned To field.

Task Reports
• Reporting dashboards that have components based on both the Tasks and Events report type and another report type can’t be
filtered by the Assigned field.
• You can’t add the Assigned To related look-up fields to the Activities Custom Report types from the Report Types setup. The user
fields don’t display. To add User custom fields on the Assigned To field, add Assigned To as an object relationship on the Activities
primary object in the custom report type. Standard and custom fields added to Assigned To are available to add to the report type,
and are available on reports that use that report type.

Tasks and List Views

• Filters on activity views can’t be used on task views.

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Sales Productivity Tasks

Follow-Up Tasks
• The Create Follow-up Task action is in the set of predefined Salesforce1 and Lightning Experience actions on Task page layouts.
If you’ve overridden the Salesforce1 and Lightning Experience Actions section on any Task page layouts, manually add the Create
Follow-up Task action from the Salesforce1 & Lightning Actions palette.
• The Name and Related To fields must be in the task compact layout so that their contents can be copied to the follow-up task.

Note: Subject, Name, and Related To are in the system default compact layout for a task.

Guidelines for Recurring Tasks

• The record type is applied to each instance of a recurring task. It can be any record type that the task creator has access to.
• In Lightning Experience, the Due Date field for the series record is disabled in recurring tasks.
In Salesforce Classic, the Due Date field for the series record says Recurs.
Individual tasks in a 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.
• When you search tasks, only child tasks of a recurring series show up in the search results. Access the parent task from one of the
series occurrences. This scenario is also true for searches within list views.
• When a child task’s owner is changed to someone other than parent task’s owner, the child task is removed from the series. The
RecurrenceActivityId is set to null.

Recurring Task Limits

There's 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 five 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

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Sales Productivity Tasks

Tasks in the Salesforce Mobile App

• You can set activity reminders from your tasks and events in the Salesforce mobile app, and review your reminders from the notification
tray in the app.
• The Salesforce mobile app doesn’t have an activity timeline, like records in Lightning Experience. Use the Activity History related list
instead.
• The Subject field doesn’t include a picklist of previously defined subjects when Show simpler New Task form on mobile is enabled
in Activity Settings.
• Existing shared activities (created in Salesforce Classic and Lightning Experience) that use the Name field for contact associations
can’t be edited in the Salesforce mobile app.
• Task list views created in Lightning Experience aren’t available on the Salesforce mobile app. Instead, manage tasks using these lists:
My Tasks, Completed Within Last 7 Days, Delegated, and Today. Some task lists available in Salesforce Classic, such as This
Month and All Open, aren’t available in the Salesforce mobile app.
• In task lists, the order of the fields in the priority picklist determines the order in which tasks are sorted.
• The more tasks that you have, and the more relationships that your tasks have to other records, the longer it can take to view tasks.
• When more than 1,000 overdue tasks exist, task lists in the Salesforce mobile app don’t display any overdue tasks at all. Use reports
to view your overdue tasks and close them, postpone them, or delete their due dates.
• The Create Recurring Series of Tasks field isn’t supported on quick action layouts. Because only a portion of the
recurring task interface appears in new task quick actions, users can’t save any new recurring tasks.
• The Create Recurring Series of Tasks field isn’t supported on quick action layouts. Because only a portion of the
recurring task interface appears in new task quick actions, users can’t save any new recurring tasks.
• You can’t create recurring tasks with a frequency of every weekday. We don’t recommend editing tasks with this frequency because
the edit page doesn’t show the task’s recurrence settings. To create or edit tasks that repeat every weekday, use Salesforce Classic.
• If a task doesn’t include a subject, it appears in feeds as [No Subject].
• The All Activity History tab isn’t available.
• Reps can’t create a task with a reminder unless you turn off the Show simpler New Task form on mobile setting. From Setup,
enter Activity Settings in the Quick Find box, then select Activity Settings. Deselect Show simpler New Task form on
mobile.
• Task layouts contain a few unique elements that make tasks easier to work with. These elements don’t appear in a compact layout
because you can’t change them, but users always see them:
– The and icons represent the status of the IsClosed field to users with the Edit Task permission.
– The icon represents a task marked high priority (including custom high priority).
– If the due date exists and a user has permission to view it, all tasks show the due date.
– Tasks include the primary contact and the related account or other record, when they exist.
The fields in each list can vary depending on the settings in your Salesforce org.
You control the layout of task records and tasks in the task list using compact layouts. You control related lists, as always, using the
page layout editor. Adding the due date field to either layout doesn’t change the appearance of tasks and that field never appears
twice.
Below the built-in task elements, the Salesforce mobile app displays up to three other fields.
– The default compact layout for tasks includes two fields: the name of a lead or contact, and an opportunity, account, or other
record the task is related to.
– In an Activities related list, a task’s fields depend on what record you’re viewing and how you’ve defined the layout for that
object.

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Sales Productivity Tasks

For more information, see Compact Layouts.

SEE ALSO:
Considerations for Closing and Reopening Tasks
Considerations for Enabling User Control of Task Notifications
Set Up Queues
Create a Custom Report Type

Considerations for Using the To Do List

Keep these considerations in mind when working with the To Do List.
EDITIONS
• Sorting by lead score is limited based on the last modified date.
• Sort by score looks at records that have been modified in the last 90 days. Available in: Lightning
Experience in Professional,
• Selecting multiple filters works cumulatively; all of the filters must be true for a record to appear.
Enterprise, Performance,
• When targets are added to cadences, a cadence list appears in the To Do List automatically. and Unlimited editions.
• The Work Items section only appears if there are open work items to complete.
Available in: Professional,
• You can have up to 10 custom labels. Enterprise, Performance,
• Filtering by related Account returns To Do items related to the Account and to the Account's and Unlimited Editions
Contacts.
• The search bar offers shortcuts to other labels and select filters. Task subject and description
are the only searchable fields.
• To Do List items are specific to the user. Other users can’t see your To Do List, and the To Do List isn’t reportable.
• Items owned by a queue aren’t supported in the To Do List

Create Tasks in Bulk for Multiple People in Salesforce Classic

Assign up to 100 coworkers an independent copy of the same task. For example, you can create a
EDITIONS
task “Submit your expense reports” with the appropriate due date and assign it to a team of account
executives. Available in Salesforce
You can add multiple assignees only when creating a task. You can’t add assignees to an existing Classic
task.
Available in: All Editions
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. USER PERMISSIONS
3. Add up to 100 people (including members of groups) to Selected Members.
To create tasks:
Tip: Personal groups are a convenient way to organize users into groups that are • Edit Tasks
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.
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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Sales Productivity Tasks

Disable Task Notifications in Salesforce Classic

Depending on your Salesforce settings, you may be able to control whether you receive a notification
EDITIONS
when someone creates or assigns you a task.

Note: the Salesforce mobile app has separate settings for the task assignment notifications Available in: Salesforce
that you receive via your mobile device. Classic (not available in all
orgs)
Note: When you create a task in Lightning Experience, it doesn’t display an option to send
Available in: All Editions
an email when you assign a task. However, there’s a personal setting to receive an email when
except Personal
someone assigns you a task. Depending on how your admin has set up your Salesforce org,
you can receive emails for tasks that you assign to yourself or create with a status of Completed.
1. From your personal settings, enter Activity Reminders in the Quick Find box, USER PERMISSIONS
then select Activity Reminders. To create tasks
2. Deselect Email me when someone assigns me a task. • Edit Tasks

Repeat a Task
Use repeating tasks to make a task recur a specified number of days after a trigger that you choose.
EDITIONS
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 Available in: Salesforce
get a task done on a specific day. Classic (not available in all
orgs), Lightning Experience,
and all versions of the
Salesforce mobile app

Available in: All editions

except Personal

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.

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Sales Productivity Tasks

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, that person doesn’t complete the task
(mark it Closed) 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. This due date is equivalent to 6 days after the due date; two intervals of three days each.
If that person completes the repeating task (marks it Closed) before the due date, the next task is still due three days after the
due date.

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
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App

Considerations for Closing and Reopening Tasks

Salesforce Classic differs from Lightning Experience and the Salesforce mobile app in the way it
EDITIONS
handles validation rules on tasks.
• Lightning Experience—Suppose that you’ve created a validation rule for tasks; for example, Available in: Salesforce
you require users to enter a comment before closing a task. If you’ve set up more than one Classic (not available in all
Closed status for tasks, users must choose a status when they reopen or close a task. If you’ve orgs), Lightning Experience,
set up more than one Open status for tasks and a user reopens a task, Lightning Experience and all versions of the
remembers the last Open status. Salesforce mobile app

• Salesforce Classic—Suppose that you’ve created a validation rule for closing a task; for example, Available in: All editions
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.

Task Fields
Task records have standard fields for tracking and recording task details.
EDITIONS
Field Label Description Available in: Salesforce
Activity Currency Indicates the default currency for all currency Classic (not available in all
amount fields in the task. Amounts are displayed orgs), Lightning Experience,
and all versions of the
in the task currency and are also converted to a
Salesforce mobile app
user’s personal currency. Available only in orgs
in which multiple currencies are used. Available in: All editions
except Personal

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Sales Productivity Tasks

Field Label Description

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
only in orgs in which divisions are used to segment data.

Due Date Indicates the date when the task is due.

Email Available in Salesforce Classic. 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. In Lightning
Experience, hover over the Related To record to access the email
address.

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.

961
Sales Productivity Tasks

Field Label Description

Phone Available in Salesforce Classic. Contains the phone number of the
contact or lead related to the task. In Lightning Experience, hover
over the Related To record to access the phone number.

Priority Indicates the urgency of the task; for example, low, medium, or
high. A Salesforce admin can customize the selections in the picklist.

Public By selecting this checkbox, a user can specify that the completed
task is visible in the Self-Service portal.
If digital experiences are enabled in your org, this field specifies
whether a task is visible to external users in Experience Cloud sites.
If an external user owns the task, that user sees the task in the site
regardless of whether it’s marked Public.
This field isn’t 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.
• 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.

962
Sales Productivity Tasks

Set Up Tasks for Your Sales Reps

Optimize the way your sales reps manage their work. Options differ for Lightning Experience,
EDITIONS
Salesforce Classic, and the Salesforce mobile app.
Available in: Salesforce
Enable Recurring Tasks Classic (not available in all
Let users create tasks that repeat at a specified interval. If you disable this setting, users can still orgs), Lightning Experience,
edit the interval of an existing recurring task, but they can’t create more recurring tasks. and all versions of the
Salesforce mobile app
Enable Task Notifications
Let users receive notifications and reminders for tasks. Available in: All editions
except Personal
Enable Simpler Task Form in the Salesforce Mobile 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.
Enable Group Tasks in Salesforce Classic
In Salesforce Classic, let users assign independent copies of a new task to multiple users.
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
Customize Buttons on the Tabbed Activity Composer
Tasks
Start Using Tasks

Enable Recurring Tasks

Let users create tasks that repeat at a specified interval. If you disable this setting, users can still edit
EDITIONS
the interval of an existing recurring task, but they can’t create more recurring tasks.
Available in: Salesforce
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App Classic (not available in all
Use recurring tasks to create tasks that repeat at a specified interval. orgs), Lightning Experience,
and all versions of the
Enable Recurring Tasks in Salesforce Classic Salesforce mobile app
Use recurring tasks to create tasks that repeat at a specified interval.
Available in: All editions
except Personal

963
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.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in: Lightning
Experience and all versions
2. Select Enable Creation of Recurring Tasks.
of the Salesforce mobile app
3. Click Submit.
Available in: All editions
4. Add the Create Recurring Series of Tasks field to the Task Detail section of your org’s Task except Personal
page layouts.
If the Salesforce Mobile and Lightning Experience Actions section on a Task page layout has
USER PERMISSIONS
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 enable recurring tasks:
To create recurring tasks in the Salesforce mobile app, deselect Show simpler New Task form • Customize Application
on mobile on the Activity Settings page. The simpler New Task form doesn’t include the options and Modify All Data
for creating recurring tasks.

SEE ALSO:
Enable Simpler Task Form in the Salesforce Mobile App

Enable Recurring Tasks in Salesforce Classic

Use recurring tasks to create tasks that repeat at a specified interval.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in Salesforce
Classic
2. Select Enable Creation of Recurring Tasks.
3. Click Submit. Available in: All Editions
except Personal

USER PERMISSIONS

To enable recurring tasks:

• Customize Application
and Modify All Data

Enable Task Notifications

Let users receive notifications and reminders for tasks.
EDITIONS

Enable Task Notifications in Lightning Experience Available in: Salesforce

With task notifications, your reps remember the things on their to-do lists. Classic (not available in all
orgs), Lightning Experience,
Enable User Control of Email Notifications for Tasks in Salesforce Classic and all versions of the
Display a setting that lets users decide whether to receive an email notification when assigned Salesforce mobile app
a task.
Available in: All editions
except Personal

964
Sales Productivity Tasks

Considerations for Enabling User Control of Task Notifications

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.

Enable Task Notifications in Lightning Experience

With task notifications, your reps remember the things on their to-do lists.
EDITIONS
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. Available in: Lightning
Experience
1. From Setup, select Object Manager.
2. Click Task. Available in: All editions
except Essentials, Personal,
3. Open an existing task layout or create one. and Professional
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 USER PERMISSIONS
New Task form doesn’t include the options for creating task notifications.
To edit a page layout:
Push notifications and reminders in the notification tray aren’t supported in the Salesforce
• Customize Application
mobile app. While reps can set and change notification settings in the Salesforce mobile app,
they don’t receive notifications in it. To customize the fields that
display on tasks:
• Customize Application
SEE ALSO: and Modify All Data
Enable Simpler Task Form in the Salesforce Mobile App

Enable User Control of Email Notifications for Tasks in Salesforce Classic

Display a setting that lets users decide whether to receive an email notification when assigned a
EDITIONS
task.
This setting enables both email notifications and UNS notifications. Available in Salesforce
Classic
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in: All Editions
2. Select Enable user control over task assignment notifications. except Personal

3. Click Submit.
USER PERMISSIONS
Notification emails aren’t sent for tasks that you assign to yourself; or for tasks that are assigned to
another user with the status already set to Completed. To enable email notifications
for tasks:
SEE ALSO: • Customize Application
and Modify All Data
Considerations for Enabling User Control of Task Notifications

965
Sales Productivity Tasks

Considerations for Enabling User Control of Task Notifications

When the setting Enable user control over task assignment notifications is enabled in Activity
EDITIONS
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. Available in: Salesforce
This setting enables both email notifications and UNS notifications. Classic (not available in all
orgs), Lightning Experience,
Enabling and disabling the setting affects users in different ways. Before migrating a Salesforce org,
and all versions of the
avoid excessive email notifications by disabling the setting. You can re-enable it after migration.
Salesforce mobile app
Table 14: Effects of Enabling and Disabling the Feature in Setup Available in: All editions
User Type Effects of Enabling the Effects of Disabling the
Feature Feature
Salesforce app users, including In My Settings > In My Settings >
Experience Builder site users Notifications, the Assigns Notifications, the Assigns
you a task checkbox is you a task checkbox isn’t
displayed. displayed.

Lightning Experience users On the Activity Reminders page No user receives an email
in the user's personal settings, notification when another user
the Email me when someone assigns a task.
assigns me a task checkbox
is displayed, and it’s selected
by default.

Salesforce Classic users, • On the Create Task page, • On the Create Task page,
including Experience Builder the Send email the Send email
site users notification and Make notification and Make
this the default setting this the default setting
checkboxes aren’t checkboxes are displayed,
displayed. and email notifications are
• On the Activity Reminders sent according to whether
page in the user's personal the checkboxes are
settings, the Email me selected.
when someone assigns • The Email me when
me a task checkbox is someone assigns me a
displayed, and it’s selected task checkbox isn’t
by default. displayed.
• For tasks created by a flow
or process, email
notifications aren’t sent
when the task is assigned
to a user.

Partner portal and partner • On the Create Task page, On the Create Task page, the
community users the Send email Send email notification and
notification and Make Make this the default setting
this the default setting checkboxes are displayed, and
email notifications are sent

966
Sales Productivity Tasks

User Type Effects of Enabling the Feature Effects of Disabling the Feature
checkboxes aren’t displayed. according to whether the checkboxes are
• Email notifications are sent whenever selected.
someone assigns a task to a user
(partner portals have no settings page
for admins or users).

Users who are assigned tasks that are • On the New Task page for workflow Email notifications are sent to task assignees
generated by workflow task rules tasks, the Notify Assignee checkbox according to workflow task rules.
isn’t displayed.
• 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 Use an API to set the • If triggerUserEmail is true,
API triggerUserEmail value. The default email notifications are sent to all users
is false. when tasks are assigned.
• If triggerUserEmail = true, • If triggerUserEmail is false,
notifications are sent according to email notifications aren’t sent when a
individual users’ settings. If a user task is assigned.
assigns a task to themselves, a
notification isn't sent to that assigned
user. You can also use Apex triggers to
send push notficiations, if needed.
• If triggerUserEmail = false,
email notifications aren’t sent when a
task is assigned.
If using REST API, create a custom REST
endpoint and set the email trigger options
to send notifications, as needed.

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.

967
Sales Productivity Tasks

Note: When you create a task in Lightning Experience, it doesn’t display an option to send an email when you assign a task.
However, there’s a personal setting to receive an email when someone assigns you a task. Depending on how your admin has set
up your Salesforce org, you can receive emails for tasks that you assign to yourself or create with a status of Completed.

SEE ALSO:
Enable User Control of Email Notifications for Tasks in Salesforce Classic
Implementation Guide: Salesforce Mobile Notifications Implementation Guide
Developer Guide: Exposing APEX Classes as REST Web Services
Developer Guide: Setting DML Options

Enable Simpler Task Form in the Salesforce Mobile 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. Available in: Lightning
Experience and all versions
2. Select Show simpler New Task form on mobile.
of the Salesforce mobile app
3. Click Submit.
Available in: All editions
This form doesn’t allow the creation of task reminders or recurring tasks, or the use of predefined
except Personal
subjects.

These hard-coded fields always appear in the Salesforce mobile app, no matter which fields are on USER PERMISSIONS
the action page layout:
• Subject To enable simpler tasks in
the Salesforce mobile app:
• Comments • Customize Application
• Name and Modify All Data
• Related To
• Due Date
If you use custom quick actions in publisher layouts used in the Salesforce mobile app, you must use the default Subject field, or the
layout isn’t shown to mobile users.

SEE ALSO:
Enable Recurring Tasks in Lightning Experience and the Salesforce Mobile App
Enable Task Notifications in Lightning Experience

968
Sales Productivity Tasks

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
EDITIONS
compact layout for tasks.
Certain fields remain in the task list even if you remove them from a layout, because they contain Available in Lightning
essential task information, including the subject, status, and due date fields. For example, suppose Experience
that you remove the status and due date fields from a compact layout. The task checkbox and the
Available in: All Editions
due date still appear on tasks in the list. The remaining fields visible in the list reflect the fields you
except Personal
include in the compact layout.
1. From Setup, at the top of the page, select Object Manager.
USER PERMISSIONS
2. Click Task.
To customize the fields that
3. Click Compact Layouts.
display on tasks:
4. Click New. If you’ve already created a custom compact layout for tasks, select it. • 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:
Share Files Via Link

Enable Group Tasks in Salesforce Classic

In Salesforce Classic, let users assign independent copies of a new task to multiple users.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in Lightning
Experience and Salesforce
2. Select Enable Group Tasks.
Classic
3. Click Submit.
Available in: All Editions
This setting does not affect Lightning Experience; groups tasks are enabled by default in Lightning except Personal
Experience.

USER PERMISSIONS

To enable group tasks:

• Customize Application
and Modify All Data

969
Sales Productivity Events and Calendars

Customize Task List Actions

To customize the buttons that appear next to task lists, like the one on the Tasks tab, update the
EDITIONS
Tasks page layout.
1. View the page layout for Tasks. Available in: Salesforce
Classic (not available in all
2. Drag and drop buttons into the Salesforce Mobile and Lightning Experience Actions section.
orgs), Lightning Experience,
3. Click Save. and all versions of the
Salesforce mobile app

Events and Calendars Available in: All editions

except Personal
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.
USER PERMISSIONS
Help Your Sales Reps Manage Events and Calendars To customize task actions:
Optimize the way your sales reps manage their meetings and scheduling. Options differ for • Customize Application
Lightning Experience, Salesforce Classic, and the Salesforce mobile 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
Reps can invite people to meetings and see meeting responses in Lightning Experience, Salesforce Classic, and the Salesforce mobile
app. Reps can also accept meeting invites and create a Microsoft® Outlook® appointment for an event in Salesforce Classic.

SEE ALSO:
Activities: Tasks, Events, and Calendars
Tasks
Salesforce Meetings

970
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 mobile app.

Customization Options for Events and Calendars

Get a brief overview of all options for customizing how sales reps manage their meetings and scheduling. Options differ for Lightning
Experience, Salesforce Classic, and the Salesforce mobile app.
Set Up Users to Send Invitations to Attendees from Lightning Experience and the Salesforce Mobile App
Setting up event invitations in Lightning Experience and the Salesforce mobile app requires one of our Microsoft® or Google integration
products: Einstein Activity Capture or Lightning Sync.
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
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

Customization Options for Events and Calendars

Get a brief overview of all options for customizing how sales reps manage their meetings and
EDITIONS
scheduling. Options differ for Lightning Experience, Salesforce Classic, and the Salesforce mobile
app. Available in: Salesforce
Classic (not available in all
Setting or Description Setup and Lightning Salesforce The orgs), Lightning Experience,
Feature Help Experience Classic Salesforce and all versions of the
Mobile App Salesforce mobile app
Allow Let users From Setup, Available in: All Editions
multiday create events enter
events. that end more Activity
than one day Settings
(24 hours) in the Quick
after they Find box,
start. then select
Enable
Multiday
Events.

Allow Let users In Salesforce

recurring create events Classic, from
events or that repeat at Setup, enter
event series. a specified Activity
interval. In Settings
Salesforce in the Quick

971
Sales Productivity Events and Calendars

Setting or Feature Description Setup and Help Lightning Salesforce Classic The Salesforce
Experience Mobile App
Classic, those events Find box, then
are called recurring select Enable
events. In Lightning Creation of
Experience and the Recurring Events. If
Salesforce mobile you disable this
app, they’re called setting, users can still
event series. See the edit the interval of an
Event Series section existing event series,
in Productivity but they can’t create
Features: What's a new series.
Different or Not In Lightning
Available in Experience, from the
Lightning Experience Fields section in the
page layout editor,
drag Repeat into
the desired area of
your event.

Enable enhanced • Display up to From Setup, enter

calendar features. 500 events in Activity
calendar views. Settings in the
Quick Find box,
• Display events
then select Use
with overlapping
Lightning Web
event tiles.
Components for
• Let users click an Calendar Home.
event to
preview, and
click again to
open the event
record page.
• Let users drag to
reschedule
events in 15
minute
increments.
• Let users
navigate to the
day view by
clicking a date in
the month or
week view.
• Let users move
within the
calendar using
the browser's

972
Sales Productivity Events and Calendars

Setting or Feature Description Setup and Help Lightning Salesforce Classic The Salesforce
Experience Mobile App
Back and
Forward buttons.

Allow hover links on Display event details From Setup, enter

Home tab calendar. when a user hovers User
the mouse over an Interface in the
event. Quick Find box,
then select Enable
Home Page Hover
Links for Events.

Allow drag-and-drop Let users drag to From Setup, enter

calendar editing. reschedule events on User
the day or week view Interface in the
of their own Quick Find box,
calendars. then select Enable
Drag-and-Drop
Editing on
Calendar Views.

Allow dragging to In Salesforce Classic, In Salesforce Classic,

schedule events. on contact and lead from Setup, enter
list views, let users User
schedule events by Interface in the
dragging a contact Quick Find box,
or lead onto the then select Enable
calendar. You can Drag-and-Drop
customize the mini Scheduling on List
page layout for the Views. See also
overlay where users Overview of Page
enter event details. Layouts and
Field-Level Security.

Let users create Let users create an From Setup, enter

events by clicking in event by clicking a User
the calendar. time slot in the Interface in the
calendar. Quick Find box,
then select Enable
Click-and-Create
Events on Calendar
Views.

Enable sidebar Display a link ( ) to From Setup, enter

calendar shortcut. a user’s last-used User
calendar view in the Interface in the
sidebar above Quick Find box,
Recent Items. then select Enable

973
Sales Productivity Events and Calendars

Setting or Feature Description Setup and Help Lightning Salesforce Classic The Salesforce
Experience Mobile App
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.

Compare multiple Compare user From Setup, enter

user calendars. calendars for one Activity
day using availability Settings in the
view in Lightning Quick Find box,
Experience. Add then select:
multiple calendars • Show event
simultaneously with details on
user lists. In multi-user
Salesforce Classic, calendar view
multi-user view for Salesforce
organizes users by Classic. See
rows and can save Calendar Views
multiple custom in Salesforce
views. Classic on page
998
• Add user lists
to calendar
views in
Lightning
Experience.
.

Customize user list Create, edit, and See View and

calendars control who can see Manager Users
user list calendars.
Before adding user
lists to calendar
views, review
existing list views.
Edit users' visibility
and create filters to
remove default users
from user lists
calendars.

974
Sales Productivity Events and Calendars

Setting or Feature Description Setup and Help Lightning Salesforce Classic The Salesforce
Experience Mobile App
Create public Create calendars for See Create and
calendars and managing group Manage a Public
resource calendars. activities, such as Calendar or a
marketing events, Resource Calendar
product releases, on page 978.
training classes, and
team vacations, or
shared resources,
such as a conference
room.

Add or remove event Let users add or From the object

attendees. remove attendees management
from events in settings for event, go
Lightning Experience to Page Layout or
and the Salesforce Compact Layout and
mobile app. In add the Attendees
Salesforce Classic, field.
invitees are always
available on the
events layout. Users
can invite contacts,
leads, and other
Salesforce users to
events in all
interfaces.

Send invitations to Let event attendees To send invitations

event attendees. receive invitations to attendees that
when users invite users invite from
them to events from Lightning Experience
Lightning Experience and the Salesforce
and the Salesforce mobile app, Einstein
mobile app. In Activity Capture or
Salesforce Classic, Lightning Sync and
invitations are sent a supported
to event invitees Microsoft Exchange
automatically. or Google account
are required. See Set
Up Users to Send
Invitations to
Attendees from
Lightning Experience
and the Salesforce
Mobile App.

975
Sales Productivity Events and Calendars

Setting or Feature Description Setup and Help Lightning Salesforce Classic The Salesforce
Experience Mobile App
Set event reminders. Let users set event See Set Up Event
reminders in Reminders in
Lightning Experience Lightning
or the Salesforce Experience.
mobile app. Users
see reminders in
Lightning Experience
only.

SEE ALSO:
Set Up Tasks for Your Sales Reps
Customize Buttons on the Tabbed Activity Composer

Set Up Users to Send Invitations to Attendees from Lightning Experience and the Salesforce Mobile
App
Setting up event invitations in Lightning Experience and the Salesforce mobile app requires one
EDITIONS
of our Microsoft® or Google integration products: Einstein Activity Capture or Lightning Sync.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. Events are available in
If you’re on Lightning Sync, use the Lightning Sync migration assistant for a seamless transition Salesforce Classic (not
available in all orgs),
to Einstein Activity Capture, our long-term solution for syncing contacts and events between
Lightning Experience, and all
Microsoft® or Google applications and Salesforce.
versions of the Salesforce
First, make sure that you meet either the Einstein Activity Capture system requirements or Lightning mobile app in Professional,
Sync system requirements. Enterprise, Unlimited, and
Then, complete setup for your chosen product. Developer Editions.
Einstein Activity Capture is
• If you choose Einstein Activity Capture, set up events to sync in one of these directions:
available in Lightning
Salesforce to Exchange, Salesforce to Google, or Both Directions.
Experience and all versions
Review Set Up Einstein Activity Capture.
of the Salesforce mobile app
• If you choose Lightning Sync, set up events to sync in one of these directions: Salesforce in Essentials, Professional,
to Exchange, Salesforce to Google, or Both Ways. Review See the Big Picture Enterprise, Performance,
for Setting Up Lightning Sync for Microsoft® Exchange or See the Big Picture for Setting Up and Unlimited Editions.
Lightning Sync for Google. Lightning Sync is available in
Note: Event capture and the sync directions Exchange to Salesforce and Google Salesforce Classic (not
to Salesforce don’t generate event invitations for events created in Lightning available in all orgs),
Lightning Experience, and all
Experience or the Salesforce app.
versions of the Salesforce
Now when syncing event organizers add attendees to events, an invitation is sent from organizers’ mobile app in Professional,
Microsoft or Google accounts. Attendees with Microsoft or Google calendars can accept or decline Enterprise, Performance,
Unlimited, and Developer
Editions.

976
Sales Productivity Events and Calendars

invitations from those applications. Einstein Activity Capture or Lightning Sync then syncs attendee responses to Salesforce so that other
reps with access to the event can see attendance statuses.

SEE ALSO:
Einstein Activity Capture
Lightning Sync (Not Available for New Salesforce Customers as of Winter ’21)
Event Attendee Sync
Considerations for Using Events and Calendars in Lightning Experience
Respond to Event Invitations from Your Microsoft or Google Calendar

Set Up Lightning Experience Event Reminders

With event reminders, your reps remember to show up for their meetings.
EDITIONS
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 Available in Lightning
the global action layout. Experience only
1. Confirm that activity reminders are enabled. Available in: All Editions
This setting lets reps see event reminders pop up on the top right corners of their browsers.
2. Confirm that in-app notifications are enabled. From Setup, enter Salesforce USER PERMISSIONS
Notifications in the Quick Find box, then select Salesforce Notifications. Select
Enable in-app notifications. To edit a page layout:
This setting lets reps see event reminders in the global navigation notification list. • Customize Application
3. Add the Reminder Set field to Event page layouts. To customize the fields that
display on tasks:
• Customize Application
and Modify All Data

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Sales Productivity Events and Calendars

Create and Manage a Public Calendar or a Resource Calendar

Use a public calendar to manage group activities. For example, track a group’s events, such as
EDITIONS
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 Available in: Salesforce
room or an overhead projector. Classic (not available in all
You can create an unlimited number of calendars. orgs), Lightning Experience,
and all versions of the
• View and edit your existing public calendars and resource calendars.
Salesforce mobile app
From Setup, enter Public Calendars and Resources in the Quick Find box,
then select Public Calendars and Resources. Available in: All editions
except Essentials,Group,
• Create a public calendar or a resource calendar. and Personal Editions
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. USER PERMISSIONS
3. In Calendar Access, specify the way you want to share the calendar. To manage public
Hide Details calendars:
Other people can see whether given times are available, but they can’t see other • Customize Application
information about events in the calendar. To manage resource
calendars:
Hide Details and Add Events
• Customize Application
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 view a related record on
an event:
Show Details • Users must have Read
Other people can see detailed information about events in the calendar. permission
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.

• 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.

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Sales Productivity Events and Calendars

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.
EDITIONS
Field Description Available in Lightning
Activity Currency Indicates the default currency for all currency Experience in: All Editions
amount fields in the activity. Amounts are except Personal and
Contact Manager Editions
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. When selected (true),
the Start and End fields are shown as dates.
When not selected (false), the Start and End
fields are shown as dates and times. When users
without access to this field create records, this
field is set to false.

Assigned To Indicates the assigned owner of the event. By

default, the event is assigned to the user who
created it. If an event includes invitees, invitees
get a copy of the original event in which the
invitee is the event owner.
This field isn’t available in Personal Edition.

Attendees Lets you relate people and resources to an

event. In Lightning Experience and the
Salesforce mobile app, the people you invite to
your events are called attendees. In Salesforce
Classic, they’re called invitees. In Lightning
Experience and the Salesforce mobile app, users
get the Attendees field when admins add it to
Event page layouts or quick actions layouts.

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.
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.

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Sales Productivity Events and Calendars

Field Description
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.
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 This checkbox lets a user specify whether a past event is visible in
the Self-Service portal.Starting with Spring ’12, the Self-Service

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Sales Productivity Events and Calendars

Field Description
portal isn’t available for new Salesforce orgs. Existing orgs continue
to have access to the Self-Service portal.
If digital experiences is enabled in your org, the value in this field
specifies whether the event is visible to external users in Experience
Cloud sites. If an external user owns the event, that user sees the
event in the site 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.

Type Indicates the event type; for example, email or meeting. Limit for
values in the picklist is 40 characters.

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Sales Productivity Events and Calendars

Event Fields in Salesforce Classic

These standard fields for tracking and recording event details are available in Salesforce Classic.
EDITIONS
Field Description Available in Salesforce
Activity Currency Indicates the default currency for all currency Classic in: All Editions
amount fields in the activity. Amounts are Events with invitees not
displayed in the activity currency. They are also available in: Personal
converted to the user’s personal currency. Edition
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.
If an event includes invitees, invitees get a copy
of the original event in which the invitee is the
event owner. However, on event detail pages,
the invitee's copy displays Assigned To as
the person assigned to the original event, even
though the invitee owns the copy.
This field isn’t available in Personal Edition.

Create Recurring Series of By selecting this checkbox, a user can set up a

Events 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.

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

982
Sales Productivity Events and Calendars

Field Description
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 Salesforce orgs. Existing orgs continue to
have access to the Self-Service portal.
If digital experiences is enabled in your org, the value in this field
specifies whether the event is visible to external users in Experience
Cloud sites. If an external user owns the event, that user sees the
event in the site regardless of whether the event is marked public.
This field is not visible by default. A Salesforce admin can expose
it.

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Sales Productivity Events and Calendars

Field Description
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.

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.

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Sales Productivity Events and Calendars

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,
EDITIONS
the Kanban Board, or the activity timeline.
• On the Home page, Today’s Events shows the next five meetings on your calendar today. Past Available in Lightning
events drop off the list as the day progresses. Experience in: All Editions
except Personal and
• In the navigation menu, choose Calendar to work with all your events and to create events.
Contact Manager Editions
– 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.
USER PERMISSIONS
– 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. To create events
– To view more events simultaneously in list views, select Table view. Use the predefined • Edit Events
lists or use your own filters, such as contacts or accounts, to focus on specific events.

• On the Kanban Board, opportunities show alerts when no open activities exist. To create an event, click the yellow triangle.
• 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

Manage Events in Salesforce Classic

With your calendar in Salesforce, everyone stays informed—your sales team, your sales
EDITIONS
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 Available in Salesforce
activities list views and calendar views; Chatter feeds; and records that events are related to, such Classic in: All Editions
as contacts and accounts. You can also track events in reports.
Events with invitees not
available in: Personal
Track Events 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
• The Home tab, in the Calendar section • Edit Events
• An activities list view: Choose an existing list view or customize one

985
Sales Productivity Events and Calendars

• 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.
On an event detail page, to view the details of a single event in a recurring series ( ), select the View Event subtab. To view the details
for the series, select the View Series subtab.
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.

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Sales Productivity Events and Calendars

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.
• 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
EDITIONS
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 Available in Lightning
calendar items. You can customize most calendars by applying a list view. We’ve included a few Experience in: Enterprise,
popular examples. You can hide or show calendars, and you can edit and delete them. Some Performance, Unlimited,
considerations apply to creating calendars. and Developer Editions

1. Create an Object Calendar in Lightning Experience

Here’s how to create a calendar based on a standard or custom object in Salesforce.

987
Sales Productivity Events and Calendars

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 an Object 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,
Performance, Unlimited,
and Developer Editions

2. Choose an object to base the calendar on.

988
Sales Productivity Events and Calendars

3. Select fields (1, 2, 3) that determine what the calendar displays. Filter the calendar items by selecting a list view (4).

4. The calendar shows items differently depending on the date fields you select.
Option Description

(Date) Fields The names of some date fields include (Date). If you select a
(Date) field, the calendar shows 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 shows items in
time slots. If you also select a field in Field for End (it’s optional)

989
Sales Productivity Events and Calendars

Option Description

and the items’ duration exceeds 24 hours, the calendar shows

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 shows an error message when you
save the calendar.

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
Object
Experience in: Enterprise,
Opportunity
Performance, Unlimited,
Calendar Name and Developer Editions
Opportunities Closing
Field for Start
Close Date (Date)
Field for End
None

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Sales Productivity Events and Calendars

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 an Object Calendar in Lightning Experience

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. Available in Lightning
Experience in: Enterprise,
Object
Performance, Unlimited,
Task
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
Object
Experience in: Enterprise,
Campaign
Performance, Unlimited,
Calendar Name and Developer Editions
Direct Mail
Field for Start
Start Date (Date)
Field for End
End Date (Date)
Apply a Filter (Optional)
All Active Direct-Mail Campaigns

991
Sales Productivity Events and Calendars

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 an Object Calendar in Lightning Experience

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
Object
Experience in: Enterprise,
Case
Performance, Unlimited,
Calendar Name and Developer Editions
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 an Object 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,
EDITIONS
a limit on the number of items that can be displayed, no support for subscribing to calendars, and
support for standard objects. Available in Lightning
List View Filtering Experience in: Enterprise,
For calendars created from other objects, list views with the scope My and All are supported, Performance, Unlimited,
but list views with the scope My Team are not. and Developer Editions

Calendar Item Limit

Depending on your customization options, you can view up to 150 or up to 500 calendar items
total in the day, week, or month 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.

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Sales Productivity Events and 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
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 an Object Calendar in Lightning Experience

Calendar Sharing
Give coworkers access to view or edit your calendar in Salesforce Classic and Lightning Experience.
EDITIONS

Calendar Sharing in Lightning Experience Available in: Salesforce

Give coworkers access to view or add events to your calendar in Lightning Experience. Classic (not available in all
orgs) and Lightning
Calendar Sharing in Salesforce Classic Experience
Grant others access to view or edit your calendar in Salesforce Classic, or view a calendar that
a coworker shares with you. Available in: Professional,
Enterprise, Performance,
Unlimited, Developer, and
Database.com Editions

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 Available in: Lightning

Give coworkers access to view or add events to your My Events calendar in Lightning Experience. Experience

2. View Coworkers’ Calendars in Lightning Experience Available in: Essentials,

When coworkers share their My Events calendar with you, then you can view it in Lightning Enterprise, Unlimited, and
Experience. Add several calendars to your calendar view at one time with user list calendars. 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.
EDITIONS
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. Available in: Lightning
Experience
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. Available in: Essentials,
Professional, Enterprise,
2. Search and select the name of the coworker who you want to share your calendar with. and Developer Editions
3. Select the level of access that you want your coworker to have to your calendar.
Hide Details USER PERMISSIONS
Coworkers can see whether given times are available but can’t see any other information
about the nature of events in your calendar. To create events
• Edit Events
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.

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 Coworkers’ Calendars in Lightning Experience

When coworkers share their My Events calendar with you, then you can view it in Lightning
EDITIONS
Experience. Add several calendars to your calendar view at one time with user list calendars.
Your access to view event details or create events on your coworkers’ calendars varies. Your access Available in: Lightning
depends on how your Salesforce admin sets up your organization-wide sharing settings and the Experience
calendar sharing options that your coworker has given you. To enable user list calendars, your
Available in: all editions
Salesforce admin selects the Add user lists to calendar views in Lightning Experience option
except Personal, Group,
from Activity Settings in Setup. and Contact Manager
1. From the Calendar page, click calendar options next to Other Calendars.
2. Select Add Calendars. USER PERMISSIONS
3. Select People or User Lists.
To create events
4. Search for and select the name of the coworker or user list you want to add to your calendar • Edit Events
view.
5. Click Add.
After you add a shared calendar or user list, you see their events overlaid on your calendar view.
Use the availability view to compare different calendars side by side.

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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
EDITIONS
coworker shares with you.
Watch a Demo: Who Sees What: Org-Wide Defaults (English only) Available in Salesforce
Classic in: All Editions Except
Personal, Group, and
1. Share Your Calendar in Salesforce Classic
Contact Manager Editions
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 and Notifications in Salesforce Classic

Share Your Calendar in Salesforce Classic

You can grant coworkers, personal and public groups, roles, or roles and subordinates access to
EDITIONS
view or edit your calendar in Salesforce Classic.
Watch a Demo: Who Sees What: Org-Wide Defaults (English only) Available in Salesforce
Classic in: All Editions except
Options vary for sharing your calendar with others, depending on the organization-wide calendar
Personal, Group, and
sharing level that your Salesforce admin sets. The options can make your calendar more available
Contact Manager Editions
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.
USER PERMISSIONS

Events associated with a record that you own are visible to anyone above you in the role hierarchy. To create events
• Edit Events
1. From your personal settings, enter Calendar Sharing in the Quick Find box, then select
Calendar Sharing.
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:
Option Description

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, and they can insert
events in your calendar. In public calendars, you can edit 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.
EDITIONS
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 Available in Salesforce
options that your coworker has chosen. Classic in: All Editions Except
Personal Edition
You can view all events owned by people below you in the role hierarchy.
• 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
EDITIONS
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 Available in Lightning
colleagues that you’ve added to your view. Experience
Watch a demo: Calendars are Better in Lightning! (English Only)
Available in: All Editions
except Group or Contact
View Your Calendar Manager Editions

Access calendar views by:

• Choosing the Calendar page from the navigation menu.
• Opening a related event on a record’s activity timeline. (If your record doesn’t display the activity timeline, ask your Salesforce admin
to customize your page layout.)
When you click an event that you have permission to access, an overlay displays a preview with event details. Your Salesforce admin
configures the content of the overlays.

Grid Views
Calendar grid views display events in several ways.
• Current date or any date that you choose. You select how the calendar displays.
– One column with events color-coded for selected calendars
– One column for each selected calendar to compare available times

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• One week at a time

• One month at a time

Table View
To see specific events or more events simultaneously, open the table view. Customize an event list view to suit your needs or use the
predefined lists views.
• My Recent Events
• My Team’s Recent Events
• My Team’s Upcoming Events
• My Upcoming Events
• New This Week
• Recently Viewed
• Today’s Agenda

My Calendars and Other Calendars

The calendar view displays up to 150 or 500 events in the following calendar types.
• Your own calendar
• An object calendar
• The calendar of another user (not available in Personal Edition)
• A list of user calendars
• A public calendar
• A resource calendar
Customize your view from the calendar side panel. You can show events from up to 50 calendars.
• To add calendars, click options .
• To display or hide a calendar, click the calendar name.
• To add an event, remove a calendar, or view only one calendar, click my event options .

Printable View
After you customize your calendar view, click print to see a preview of your printed calendar. Print calendars using the browser print
feature from Google Chrome™, Microsoft® Internet Explorer®, and Mozilla™ Firefox™.

SEE ALSO:
Calendar Sharing in Lightning Experience
Considerations for Using Events and Calendars in Lightning Experience

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Calendar Views in Salesforce Classic

Calendar views display your own calendar and coworkers’ calendars along with list views of open
EDITIONS
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 Available in: Salesforce
print calendars and task lists. Classic (not available in all
orgs)
Where to Select or Switch Views Available in: All Editions
You access calendar views in the following locations. except Group, Essentials, or
Contact Manager Editions
• 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.)
• 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 weekend days, which are always Saturday and Sunday regardless of your locale settings
• 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.

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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:
• 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 some considerations for creating, updating, owning, and inviting others to events in Salesforce Classic.
3. Considerations for Using Events and Calendars in the Salesforce Mobile App
Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different.

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Considerations for Using Events and Calendars in Lightning Experience

When you use events and calendars in Lightning Experience, keep in mind these considerations
EDITIONS
for creating, updating, and owning events and other calendar items.
Available in: Salesforce
Calendar Classic (not available in all
orgs), Lightning Experience,
Calendar Views and all versions of the
You can’t hide weekends in the Calendar view. Salesforce mobile app
You can see events for up to 50 calendars. For public, resource, and other user’s calendar events,
Available in Lightning
you can see the subject, start time, and end time in the event preview detail. Other fields you
Experience in: All Editions
added to the compact layout aren’t visible. except Personal and
When previewing an event, the date, type, time, duration, attendees, and email aren’t visible. Contact Manager Editions
The availability, day, week, and month calendar views show the view that you selected most
recently when you return. When you use the table view, the calendar shows the default view
when you return. To see your favorite list view as soon as the table view loads, click the pin icon.
When using Lightning Experience on iPad Safari, users can tap events to see the event preview card. To close, users can tap anywhere
outside the preview card.
Calendar Item Limit
Depending on your customization options, you can view up to 150 or up to 500 calendar items total in the day, week, or month
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.
Public Calendars and Resource Calendars
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 Einstein Activity Capture or Lightning Sync, events you create and edit from Lightning Experience
or any of the Salesforce mobile apps sync to Microsoft® calendars or Google Calendar™ automatically.
If an event is assigned to a user calendar, users can’t reassign it to a public calendar.
User List Calendars
Only Salesforce admins and users with setup permissions can update user list views.

Events
Activity Reminders
You can’t set reminders from New Event global actions, even if your admin adds the Reminder Set field to the global action layout.
Lightning Experience activity reminders refresh every 10 minutes. As a result, users must save changes that impact reminders at least
10 minutes before reminders are scheduled. For example, if a user schedules a reminder to display 1 hour before an event, the user
must save changes at least 1 hour and 10 minutes before the event to see those changes on the reminder. Otherwise, users can
experience limitations such as: Users update their time zone settings and reminders display at the time scheduled in the original
time zone. Or event organizers invite attendees outside of the refresh cycle and attendees don’t get the reminder. Or, events can
sync to Salesforce (from Google Calendar™ or Microsoft® Exchange) outside of the refresh cycle and attendees don’t get the reminder.
Attendees
In Lightning Experience and the Salesforce mobile app, the people you invite to your events are called attendees. In Salesforce
Classic, they’re called invitees. In Lightning Experience and the Salesforce mobile app, users get the Attendees field when admins
add it to Event page layouts or quick actions layouts.

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• 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.
• The Attendees field can't be renamed.
• The Attendees field isn’t available on the activity timeline.
• Attendees see their name in the Assigned To field.
• An event attendee can't change the event type.
Event Series
Events that repeat have different names and behavior depending on where you create them. In Lightning Experience and the
Salesforce mobile app, they’re called event series. In Salesforce Classic, they’re called recurring events. It’s best practice to edit
repeating events in the user interface where they were created.
Here are some considerations for using event series in Lightning Experience.
• If you enabled platform encryption for Event Description, event series created during Winter ’19 aren’t automatically encrypted.
To encrypt series created during Winter ’19, edit the event series. Events that are updated to fall outside the series pattern aren’t
encrypted with the series. To encrypt these exceptions to the series, edit the individual occurrence.
• To load your calendar quickly, some series are initially projected in Salesforce and only visible on your calendar later. As a result,
even after refreshing, sometimes you don’t see all events from the series on your calendar immediately after saving. You can
experience similar delays when deleting or editing your events. For example:
– If you schedule a series that lasts longer than 365 days, you can see events that are scheduled within the next 365 days. To
see subsequent events in the series, check your calendar when those events are within 365 days of occurring.
– If your admin has enabled shared activities, which let you associate multiple contacts or one lead to your events, then some
events from the series can take a few moments to display on your calendar.

• You can add related files and notes to individual events in a series but not the series as a whole.
• Events in a series can't be made to overlap with other events in the series.
• If you create a series in Lightning Experience, you can't update or delete the series from Salesforce Classic.
• You can’t edit the start date of a series. Instead, delete the series and recreate it with a new start date.
• When editing an event in a series, the Repeat checkbox is disabled.
• When you change a past event in a series, only that past event changes. When you change a future event, events in the entire
series also change.
• You can’t edit the series from events that fall outside of the series pattern.
• You can’t delete a series from an event that is edited to occur before the original start date of the series.
• You can delete individual events that are a part of a series only from the event's detail page.
• Attendees can delete individual events only.
• If you edit the following fields for an event series, events that fall outside of the series pattern are updated along with the series.
Previous changes to those events aren’t kept and deleted events are recreated.
– All-day event checkbox
– Start or end time
– Recurrence pattern
– Recurrence start or end date
– Location

• 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.

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• A single series event can last up to 14 days unless your admin has enabled limits for event duration. In that case, you can’t create
an event that lasts more than 24 hours.
• Editing the Assigned To field for an event series doesn’t update events that fall outside of the series pattern. Reassign these
events to the new owner individually.
• If you schedule a series with events occurring more than 180 days in the past, all of the events in the series aren’t displayed on
your calendar. You can see the first event in the series and events that occur within 180 days of the current date.
• If you view deleted event series from the Recycle Bin, you see an item that represents the series pattern and isn’t an event in the
series. If you restore this item and don't see the series event on your calendar, try restoring another event in the Recycle Bin.
• If you have a custom field on an Event with a unique constraint, this constraint is enforced across all instances of a recurring
series.
• Validation rules with errors can disrupt event series creation. To ensure your series show all events, test validation rules against
single events and event series
Dragging to Edit Events
In Lightning Experience, no admin setup is required to turn on calendar dragging. However, dragging events is different than in
Salesforce Classic.
• Users can drag events and other records that they’ve added to calendars to reschedule them. However, users can’t drag a contact
or lead onto the calendar to create a meeting with that person.
• Users can’t drag all-day events onto time slots to add start and end times. Likewise, users can’t drag events to make them all-day
events.
• Users can’t drag event series or recurring events to new time slots on the Lightning Experience calendar.
Invitations
To send event invitations to attendees for events created in Lightning Experience or the Salesforce mobile app, you’re required to
set up event sync using Einstein Activity Capture or Lightning Sync. See Set Up Users to Send Invitations to Attendees from Lightning
Experience and the Salesforce Mobile App.

Important: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce customers. If you’re on Lightning Sync, use
the Lightning Sync migration assistant for a seamless transition to Einstein Activity Capture, our long-term solution for syncing
contacts and events between Microsoft® or Google applications and Salesforce.
• Invitations initiated in Lightning Experience and the Salesforce mobile app are emailed to attendees from Microsoft® Exchange
or Google Calendar™.
• Invitations initiated or updated from Lightning Experience and the Salesforce mobile app are always sent to attendees. Users
can’t save edits to events without sending updates to attendees.
• Users can’t respond to event invitations from Lightning Experience or the Salesforce mobile app. While users can respond to
invitations from Salesforce Classic, this action isn’t recommended for Einstein Activity Capture or Lightning Sync users set to
certain sync directions. See Respond to Event Invitations from Your Microsoft or Google Calendar.
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 Einstein Activity Capture or Lightning Sync, events you create and edit from Lightning Experience
or any of the Salesforce mobile apps sync to Microsoft® calendars or Google Calendar™ automatically.

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Considerations for Using Events and Calendars in Salesforce Classic

Be aware of some considerations for creating, updating, owning, and inviting others to events in
EDITIONS
Salesforce Classic.
Available in Salesforce
Event Editing Classic in: All Editions

Permission to Edit Other People’s Events Events with invitees not

Your org’s calendar sharing model and your personal calendar sharing control permission to available in: Personal
edit other people’s events. However, regardless of these settings, managers in the role hierarchy Edition
can always edit events owned by people who report to them.
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.
Changes to Events with Invitees
If you change the following fields for events that include one or more invitees, invitees’ statuses are reset to Not Responded.
• All-day event checkbox
• Start or end time
• Location

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 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 ( )
Effects of Changes to an Event Series and Single Events in a Series

Warning: Changes to any field in an event series override 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.

If you create a series in Lightning Experience and edit it in Salesforce Classic, you can edit only the entire series. We recommend
editing event series in Lightning Experience only.
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
To enter the maximum end date allowed for the frequency that you selected, click Calculate max end date.
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.
Custom Fields
If you have a custom field on the Event entity with a unique constraint, this constraint is enforced across all instances of a recurring
series.

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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.
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.
Invitees
In Salesforce Classic, the people you invite to your events are called invitees. In Lightning Experience and the Salesforce mobile app,
they’re called attendees.
• The Invitees field can't be renamed.
• When viewing invitees’ events in Salesforce Classic, the Assigned To field contains the event owner's name. When viewing
attendees’ events in Lightning Experience, the mobile app, and via the API, the Assigned To field contains the attendee’s name.
• In Salesforce Classic, when you search for an event and select an invitee’s event record link from the search results, you see the
owner’s event record. In Lightning Experience, the mobile app, and via the API, when you search for an event and select an
attendee’s event record link, you see the attendee’s event record.

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 an event to a coworker, click next to Assigned To. Select
another user and save the event. 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.

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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 Event global actions, even if your admin adds the Reminder Set field to the global action layout.

SEE ALSO:
Calendar Views in Salesforce Classic
Considerations for Syncing Events from Your Calendar Application to Salesforce Only

Considerations for Using Events and Calendars in the Salesforce Mobile App
Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different.

Calendars and Events

• You can’t see a full calendar like you can in the desktop site. Nor can you create a calendar from standard or custom objects.
• You can’t create an event for another calendar application from a Salesforce event using the Export Event (formerly Add to Outlook)
button. However, when Lightning Sync is set up to sync events, the events you create and edit from Lightning Experience or the
Salesforce mobile app sync to Microsoft® or Google calendars automatically.
• When you create an event in the Salesforce mobile app, the start date defaults to today's date. Manually change the start date to
your desired future date. Make this change even when you create an event by selecting a future date from the calendar.
• To give reps access to attendees, add the Attendees field to the Event page layout for events. Attendees can see other attendees’
responses from the Details tab in the Attendees field, but can’t see responses from the related tab.
• Meeting attendees can’t respond to event invitations from the Salesforce mobile app. Users can accept or decline only from their
Microsoft® calendar or Google Calendar™. To send invitations to event attendees in Lightning Experience, there are some requirements.
Learn More
• Reps can't share calendars with coworkers or view coworkers' calendars.
• Events reflect your Salesforce time zone and locale settings, not the time zone setting on your mobile device.
• If you view the event list while the time advances from 11:59 PM to midnight, the list isn’t automatically updated to display the next
day’s date and time.
• Events that repeat have different names and behavior depending on where you create them. In Lightning Experience and the
Salesforce mobile app, they’re called event series. In Salesforce Classic, they’re called recurring events. It’s best practice to edit
repeating events in the user interface where they were created. Learn More
• The Salesforce mobile app for Android doesn’t have an activity timeline, like records in Lightning Experience. Use the Activity History
related list instead.
• Emails and events captured through Einstein Activity Capture can’t be accessed through the Salesforce mobile app.
• Existing shared activities (created in Salesforce Classic and Lightning Experience) that use the Name field for contact associations
can’t be edited in the Salesforce mobile app.
• If events are displayed on a Lightning app page that uses a standard list view component for the Event object, the Today action
doesn't bring users to the full Events page. To see the Events page, tap Menu > Events.
• The Duration field is visible while editing events only. Event details show the event time and not the duration.

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Sales Productivity Events and Calendars

• Fields with HTML-formatting aren’t supported. To show all fields from compact layouts in the mobile app, remove any HTML
formatting.

Activities and Events

• Existing shared activities (created in Salesforce Classic and Lightning Experience) that use the Name field for contact associations
can’t be edited in the Salesforce mobile app.

Scheduling and Invitations

Reps can invite people to meetings and see meeting responses in Lightning Experience, Salesforce
EDITIONS
Classic, and the Salesforce mobile app. Reps can also accept meeting invites and create a Microsoft®
Outlook® appointment for an event in Salesforce Classic. Available in: Salesforce
Classic (not available in all
1. Invite People to an Event and Schedule Resources in Salesforce Classic orgs), Lightning Experience,
Invite users, contacts, and leads to a meeting, and schedule meeting resources. and all versions of the
Salesforce mobile app
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 Available in: All editions
without leaving the list view page. You drag records from list views onto weekly calendar views except Personal Edition
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
.
Available in Salesforce
1. On the Event detail page, in the Select Invitees section, click Select.
Classic in: All Editions Except
2. In the Select Invitees dialog box, search for the type of invitee: users, leads, contacts, or resources. PersonalEdition
3. Enter a name or part of a name or leave the field blank to expand the search. Click Find.
4. USER PERMISSIONS
Use and to select and deselect people or resources. To invite more people or
resources, search again and select the invitees you want. To invite people to an event:
5. Click Done. • Edit Events

6. Review the calendar of each invitee and adjust the date and time of the event if necessary.

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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
EDITIONS
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. Available in Salesforce
If you don’t see the Open Calendar link, ask your administrator to enable drag-and-drop Classic in: All Editions Except
scheduling. 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. To enable drag-and-drop
A popup window for creating an event appears. The event is already related to the record that scheduling:
you dragged from the list view. • Customize Application
• The Open Calendar link appears only at the bottom of list views for accounts, contacts, To create events:
and leads. • 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. USER PERMISSIONS
• List views that include drag-and-drop scheduling can take slightly longer than usual to be
displayed. To create events:
• Edit Events
• 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.

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®,
EDITIONS
Google Calendar™, or any calendar application that supports .ics files.
The .ics file format retains these event details: Available in Salesforce
Classic in: All Editions
• Full UTF-8 encoding for multi-language support
• 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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Sales Productivity 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
Outlook and Gmail Integration on Desktop

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
EDITIONS
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 Available in Salesforce
would add an event to your own calendar. Classic in: All Editions Except
1. On a calendar view, click [Change] to switch to a public calendar. Personal, Essentials, and
Group Editions
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.
USER PERMISSIONS
• On the week or month view, click to add an event on a particular date.
To create an event in a
3. Enter the details of your event. public calendar:
4. Click Save. Alternatively, click Save & New Task to save the event and begin creating a task, • Edit Events
or Save & New Event to save and begin creating an event.

Respond to Event Invitations

You accept or decline an event invitation differently depending on whether the event organizer
EDITIONS
invited you from Salesforce Classic or Lightning Experience.
Available in: Salesforce
Respond to Event Invitations Sent from Lightning Experience or the Salesforce Mobile App Classic (not available in all
It isn’t possible to respond to event invitations from Lightning Experience or the Salesforce orgs) and Lightning
mobile app. Instead, you can accept or decline event invitations from Microsoft® Exchange Experience
calendars or Google Calendar™, or the emails generated from those applications. Available in: All Editions
Respond to Event Invitations Sent from Salesforce Classic except Essentials, Personal
When a coworker invites you to an event, you receive an email containing a link to the event. Edition, and Database.com
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
Set Up Users to Send Invitations to Attendees from Lightning Experience and the Salesforce Mobile App

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Sales Productivity Things to Know About Activities

Respond to Event Invitations Sent from Lightning Experience or the Salesforce Mobile App
It isn’t possible to respond to event invitations from Lightning Experience or the Salesforce mobile
EDITIONS
app. Instead, you can accept or decline event invitations from Microsoft® Exchange calendars or
Google Calendar™, or the emails generated from those applications. Available in: Lightning
Sending invitations to attendees added to events in Lightning Experience and the Salesforce app Experience and all versions
requires Einstein Activity Capture or Lightning Sync. When syncing coworkers invite you to events of the Salesforce mobile app
from Lightning Experience or the Salesforce app, you receive an email with a link to the event.
Available in: All editions
Invitations are emailed from Microsoft Exchange or Google Calendar. If you respond from your except Essentials, Personal,
Microsoft or Google calendar or the email generated from those applications, your responses then and Database.com
sync to Salesforce. That way, other attendees can see your attendance status.

SEE ALSO:
Set Up Users to Send Invitations to Attendees from Lightning Experience and the Salesforce Mobile App
Respond to Event Invitations from Your Microsoft or Google Calendar

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.
EDITIONS
Invitations initiated in Salesforce Classic are emailed from Salesforce. Accept or decline invitations
from the event record. Available in: Salesforce
1. Click the event description. Classic (not available in all
orgs) and Lightning
2. If the event is a single event, click Accept Meeting or Decline Meeting. If you’re invited to a
Experience
series of events, click Accept Series or Decline Series. If you want to attend some events in a
series of events but decline the others, accept the series and then decline specific events. Available in: All Editions
except Essentials, Personal
Edition, and Database.com
SEE ALSO:
Respond to Event Invitations from Your Microsoft or Google Calendar

Things to Know About Activities

Review additional considerations for activities.
EDITIONS

Create Predefined Subjects for Tasks and Events Available in: All Editions
Reps can create tasks and events faster with predefined subject values. A Salesforce admin
defines subject values based on what’s most useful to reps.
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
The account an activity rolls up to depends on the Related To field, the Name field, the Shared Activities setting, and if the setting
for Roll up activities to a contact's primary account is enabled. Before deciding whether to change this default roll up behavior, review
these considerations.
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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Sales Productivity Things to Know About Activities

Create Predefined Subjects for Tasks and Events

Reps can create tasks and events faster with predefined subject values. A Salesforce admin defines
EDITIONS
subject values based on what’s most useful to reps.
When reps create tasks and events, they can choose a predefined subject, such as Call, Send Letter, Available in: All Editions
or Send Quote.

These subjects let reps organize and sort their tasks based on what the tasks are. Without having to enter the type of task, reps can focus
on adding details to describe the task.

Example: By customizing the predefined subject, a rep can choose “Call” and then add, say, “confirmed presentation this Friday”.
Later, when a sales manager is searching for a task, they don’t have to wonder how the rep named the task, such as “Phone”, “Office
call”, or “Follow-up call”. The common entry—Call—makes it much easier to do a search.

SEE ALSO:
Add or Edit Picklist Values

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
EDITIONS
it.
• If a Visualforce page uses the standard controller to display Shared Activities events, use API Available in Lightning
version 26.0 or later. Experience and Salesforce
Classic
• If a task or event is related to a lead, you can’t relate the activity to additional contacts.
• When more than one contact is related to an event, activity reports don’t show child events to Available in: Essentials,
that event if they’re assigned to users who aren’t below you in the role hierarchy. Professional, Enterprise,
Performance, Unlimited,
• If you enable Shared Activities, then an activity is also related to each contact’s primary account.
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.

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Sales Productivity Things to Know About Activities

• When you select Save & New from a task or event, only the primary contact is added automatically to the new record. Be sure add
any additional contacts, as needed.
• 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.
• If your Activity sharing setting is set to Private, users with access to parent records have read-only access to your activities.

Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account

The account an activity rolls up to depends on the Related To field, the Name field, the Shared
EDITIONS
Activities setting, and if the setting for Roll up activities to a contact's primary account is enabled.
Before deciding whether to change this default roll up behavior, review these considerations. Available in: Lightning
Note: To roll up activities, enable shared activities first. Experience and Salesforce
Classic
• When you change the roll up setting, only new activities are affected. Existing activities are only
Available in: All Editions
affected if they’re updated in a way that causes the roll up to be recalculated, such as when an
activity is closed.
• If the relationship in the Related To field is to an account, opportunity, contract, or custom object that has an account parent to the
entity, the activity rolls up to that entry. 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 ignored when determining an account’s last activity date, if the activity is related to an account.

• If the Related To field is blank, the setting for Roll up activities to a contact's primary account determines whether this activity
establishes the last activity date of the primary contact's primary account.
• The last activity date for contacts and leads is based on the activities where the contact or lead is the primary contact on the activity.
• 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.
• 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 appears on the person account record. That’s because a person account
is its own primary account.

SEE ALSO:
Contacts to Multiple Accounts

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Sales Productivity Things to Know About Activities

Guidelines for Tracking Activities

Review guidelines for tracking tasks and events, including how activity access is determined, how
EDITIONS
record-activity relationships work, and how the last activity date on a record is determined.

Important: Where possible, we changed noninclusive terms to align with our company Available in: Salesforce
value of Equality. We maintained certain terms to avoid any effect on customer Classic (not available in all
orgs), Lightning Experience,
implementations.
and all versions of the
Salesforce app
Record and Activity Relationships
Available in: All editions
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 with the account The account on that custom object record
object

Something other than what’s listed in this table, 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
– 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—You have access to an activity based on your access to the Name (Who) record AND the Related To (What) record.
You can view an activity if:
• You’re assigned to the activity, as Owner

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Sales Productivity Activity Timeline

OR

• You’re above the user assigned to the activity in the role hierarchy
OR

• You have at least read access to the Name (Who) record and Related To (What) record to which the activity is related.
If Shared Activities is enabled, you need at least read access to any one of the Name (Who) records.
OR

• You have the “View All” object-level permission for the Name (Who) record and the Related To (What) record.
OR

• You have the “View All Data” user permission

You can edit or delete an activity if:
• You have the “Edit Tasks” and “Edit Events” permissions:
AND
– You’re assigned to the activity (your personal sharing setting doesn’t apply)
OR

– You’re above the user assigned to the activity in the role hierarchy (your personal sharing setting doesn’t apply)
OR

– Activity Organization-Wide Default (OWD) is set to Controlled By Parent

AND
• You have edit or delete access to Name (Who) record (any 1 Contact if Shared Activities is enabled) AND the Related To
(What) record.
OR

• The Name (Who) record is a private contact.

OR

– You have the “Modify All Data” user permission (your personal sharing setting doesn’t apply)

Editing tasks in this case also includes changing the task assignment. See Start Using Tasks for information on page 951 about task
assignment.

Activity Timeline
In Lightning Experience, records don’t show the Open Activities and Activity History related lists.
EDITIONS
Instead, track your activities in the activity timeline. The activity timeline is supported for accounts,
cases, claims, contacts, contracts, insurance policies, leads, opportunities, and activity-enabled Available in Lightning
custom objects. Experience in: Essentials,
Professional, Enterprise,
Activity Timeline Customization Considerations Performance, Unlimited,
and Developer Editions
Explore the changes you can make to the activity timeline.
Activity Timeline Settings Filters
Use the filters on the activity timeline to narrow down what’s visible, focus on what’s important, and find what you’re looking for.

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Sales Productivity Activity Timeline

Sorting in the Activity Timeline

Both upcoming and overdue activities and past activities can have different sort orders.
What Are the Differences Between Activity Timeline and Activity History?
When you view the activities related to a contact, lead, or person account, keep in mind how the activity timeline and the activity
history view differ.

Activity Timeline Customization Considerations

Explore the changes you can make to the activity timeline.
EDITIONS
Note: If Enhanced Email isn’t enabled, emails aren’t saved as tasks and don’t appear on the
activity timeline. Available in Lightning
Experience in: Essentials,
The activity timeline shows activities associated via the name field (such as contact, lead, or person Professional, Enterprise,
account) and the related to field (such as account and opportunity). Custom lookups appear in their Performance, Unlimited,
own related list on the related entity record. and Developer Editions
Tasks and all-day events have an implicit due date of midnight of the last day of the event. Multi-day
events end on midnight of the last day of the event.
On the detail page for objects that support activities, Lightning Experience doesn’t display the Open Activities or Activity History related
lists along with other related lists. It displays the activity timeline instead.
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.
You can customize the activity timeline using the Lightning App Builder.

Note: Put the activity timeline component at the bottom of a layout, with no other components beneath it.

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.
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, logged calls,
voice calls, and video calls.
Do this customization 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 activity timeline.
The description field for events and the comments field for tasks also always appear in the activity timeline, although they aren’t
available in the compact layout. The remaining fields visible in the activity timeline reflect the fields you include in the compact
layout.
Custom Fields
Custom fields added to the compact layout don’t appear in the activity timeline.
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.

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Sales Productivity Activity Timeline

Icons
The icons for activity types (such as events, tasks, logged calls, voice and video calls, and email) in the activity timeline aren’t
customizable.
Activity Timeline in the Salesforce Mobile App
The activity timeline is available in the Salesforce mobile app for iOS and Android. It's enabled by default on the supported record types:
accounts, contacts, leads, and opportunities. Filter and search aren't supported on mobile.
You can choose to disable Activity Timeline on the app for all users by adding a connected app custom attribute. In Setup, enter
Connected Apps in the Quick Find box, select Manage Connected Apps, then click the name of the connected app you want to
modify. In the Custom Attributes section on the connected app page, click New. Enter DISABLE_ACTIVITY_TIMELINE for the
attribute key and “true” for the attribute value.

SEE ALSO:
Sorting in the Activity Timeline
Use Enhanced Email for More Email Functionality
Lightning Experience Pro Tip: Tailor the Activity Timeline for Your Lightning Experience Users
Knowledge Article: Link custom Lookup fields from activities to other records

Activity Timeline Settings Filters

Use the filters on the activity timeline to narrow down what’s visible, focus on what’s important,
EDITIONS
and find what you’re looking for.
Date Range Available in Lightning
Experience in: Essentials,
These options narrow down how far in the past and the future you want to see activities.
Professional, Enterprise,
The default selection is All time. When Einstein Activity Capture is turned on, the default selection Performance, Unlimited,
becomes Within 2 months. and Developer Editions

Note: Overdue tasks are always shown in the activity timeline, regardless of which date
range you select.
Activities to Show
This option in the activity timeline settings narrows down which activities are shown.
• My activities
Shows activities where you’re involved, either as the owner or as a participant. For example, you’re the owner of an email you sent
or an event you organized. You’re involved in an activity when you are, for example, in the CC or BCC fields of an email, or the attendee
of an event.

• All activities
Shows all activities you have sharing access to, even if you’re not involved.

Activity Type
Filter the types of activities you want to see. The list of activities reflects which activities you can access.
Sort Order

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Sales Productivity Activity Timeline

When you sort a list of upcoming and overdue activities, you can choose to list activities starting with the oldest or the newest. All the
same activities are displayed.

SEE ALSO:
Change Sorting for Upcoming and Overdue Activities

Sorting in the Activity Timeline

Both upcoming and overdue activities and past activities can have different sort orders.

Sorting Options for Upcoming and Overdue Activities in the Activity Timeline
You can sort upcoming and overdue activities in one of two ways: the sort order is up to your preference.
Change Sorting for Upcoming and Overdue Activities
When you sort a list of upcoming and overdue activities, the sort order is up to your preference.
Sorting Options for Past Activities in the Activity Timeline
Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity was completed. If there’s no
due date, or the due date is in the future, the last modified date is used.
Change Sorting for Past Activities
Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity was completed.

Sorting Options for Upcoming and Overdue Activities in the Activity Timeline
You can sort upcoming and overdue activities in one of two ways: the sort order is up to your
EDITIONS
preference.
Tasks that aren’t marked complete, with due dates in the past, are marked as overdue. Available in Lightning
Experience in: Essentials,
Items in the activity timeline and the activity history related list are sorted differently. Items in the
Professional, Enterprise,
activity history related list are sorted by due date.
Performance, Unlimited,
and Developer Editions
Oldest Dates First
Activities are sorted by their due date and time descending from oldest to newest. If several activities
have the same due date, they’re sorted by their last modified date.
Overdue activities are listed first, starting with the least recent due date. Then today’s activities are listed, followed by upcoming activities
with due dates closest to today. Activities with no due date are listed last, starting with the most recently modified.

Activity Due Date Description

Overdue (not marked complete) Today minus 5 days Overdue activity with the least recent due
date

Overdue (not marked complete) Today minus 3 days Overdue activity due 3 days ago

Overdue (not marked complete) Yesterday Overdue activity with the most recent due
date

Upcoming Today Upcoming activity due today

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Sales Productivity Activity Timeline

Activity Due Date Description

Upcoming Tomorrow Upcoming activity with the due date closest
to today

Upcoming Today plus 3 days Upcoming activity due 3 days from today

Upcoming Today plus 5 days Upcoming activity with the due date
furthest from today

Upcoming No due date (modified today) Upcoming activity without a due date, with
the most recent modified date

Upcoming No due date (modified 3 days ago) Upcoming activity without a due date, with
the least recent modified date

Newest Dates First

Activities are sorted by their due date and time descending from newest to oldest. If several activities have the same due date, they’re
sorted by their last modified date.
Activities with no due date are listed first, starting with the least recently modified. Then upcoming activities with due dates furthest
from today are listed, followed by today’s activities. Overdue activities are listed last, starting with the most recent due date.
When you sort by newest dates first, you see overdue activities first. To see all upcoming and overdue activities descending from newest
to oldest, click View More. Activities are added toward the top, starting with today’s activities.

Activity Due Date Description

Upcoming No due date (modified 3 days ago) Upcoming activity without a due date, with
the least recent modified date

Upcoming No due date (modified today) Upcoming activity without a due date, with
the most recent modified date

Upcoming Today plus 5 days Upcoming activity with the due date
furthest from today

Upcoming Today plus 3 days Upcoming activity due 3 days from today

Upcoming Tomorrow Upcoming activity with the due date closest

to today

Upcoming Today Upcoming activity due today

Overdue (not marked complete) Yesterday Overdue activity with the most recent due
date

Overdue (not marked complete) Today minus 3 days Overdue activity due 3 days ago

Overdue (not marked complete) Today minus 5 days Overdue activity with the least recent due
date

SEE ALSO:
Change Sorting for Upcoming and Overdue Activities

1018
Sales Productivity Activity Timeline

Change Sorting for Upcoming and Overdue Activities

When you sort a list of upcoming and overdue activities, the sort order is up to your preference.
EDITIONS
To change your sort order in the activity timeline, click the gear icon, and then select your preferred
sort order in the Sort Upcoming and Overdue Activities section. Then click Apply. Or, to change Available in Lightning
your default sort order, click Apply & Save. Experience in: Essentials,
Professional, Enterprise,
Newest dates first is the default sort order.
Performance, Unlimited,
and Developer Editions

SEE ALSO:
Activity Timeline Settings Filters

Sorting Options for Past Activities in the Activity Timeline

Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity
EDITIONS
was completed. If there’s no due date, or the due date is in the future, the last modified date is used.
Sorting activities by their due date can give a misleading picture of when something actually Available in Lightning
happened. Often, an event is completed on a different day that when it was scheduled. Experience in: Essentials,
Professional, Enterprise,
Items in the activity timeline and the activity history related list are sorted differently. Items in the
Performance, Unlimited,
activity history related list, including tasks, are sorted by the due date. Events with no due date are
and Developer Editions
shown at the bottom of the list.

Sort by Completed Date

In this case, past activities are sorted by completed date and data specific to the activity.

1019
Sales Productivity Activity Timeline

Activity Sorting
Task Completed Date Time

Logged Call Completed Date Time

Event Due Date Time, which is the same as Start Date Time

Email Completed Date Time, which is the same as Email Sent Date Time

List Email Schedule Date

Cadence Task Completed Date Time

Sort by Due Date

In this case, past activities are sorted by due date and data specific to the activity.

Activity Sorting
Task Due date descending. If no due date, or due date is in the future,
last modified date.

Logged Call Due date descending. If no due date, last modified date.

Event Start DateTime, then secondary sorting by last modified date

Email Message Date

List Email Schedule Date

Cadence Task Due date, then last modified date

SEE ALSO:
Change Sorting for Past Activities

Change Sorting for Past Activities

Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity
EDITIONS
was completed.
1. From Setup, in the Quick Find box, enter Activity, and then select Activity Settings. Available in Lightning
Experience in: Essentials,
2. To sort past activities by the completed date, select Sort past activities by the completed
Professional, Enterprise,
date. To sort past activities by the due date, deselect Sort past activities by the completed
Performance, Unlimited,
date.
and Developer Editions

USER PERMISSIONS

• Customize Application
•

1020
Sales Productivity Activity Reminders and Notifications

What Are the Differences Between Activity Timeline and Activity History?
When you view the activities related to a contact, lead, or person account, keep in mind how the
EDITIONS
activity timeline and the activity history view differ.
The activity timeline and the activity history view are two different views, and behave differently. Available in Lightning
Experience in: Essentials,
One difference appears when you send a list email to multiple contacts, leads, or campaign members.
Professional, Enterprise,
On each recipient’s activity timeline, the list email appears as one entry. When you click View All
Performance, Unlimited,
to view the recipient’s activity history, however, every email sent by the list email is shown.
and Developer Editions
For example, send a list mail to two contacts in an account. On the account’s activity timeline, the
list email shows as one item. Then click View All on the Activity Timeline to open the activity history
view. Two emails appear: one for each of the contacts in the list mail.

Activity Reminders and Notifications

Salesforce displays event and task reminders differently in Classic and Lightning Experience. You
EDITIONS
can customize reminders in your personal settings in both places.
Available in Lightning
Activity Reminders and Notifications in Salesforce Classic Experience, the mobile app,
Salesforce displays event and task reminders in a reminder window. The reminder window and Salesforce Classic in: All
opens whenever a reminder is triggered. When you log in, a sound plays if you have reminders Editions Except
Database.com
that have been triggered since the last time you logged in. You can customize reminders in
your personal settings.
Activity Reminders and Notifications in Salesforce Lightning Experience
Event and task reminders display as notification cards in Lightning Experience. You can customize reminders in your personal settings.

Activity Reminders and Notifications in Salesforce Classic

Salesforce displays event and task reminders in a reminder window. The reminder window opens
EDITIONS
whenever a reminder is triggered. When you log in, 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 Available in Salesforce
settings. Classic in: All Editions Except
Database.com
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:
• The task and event reminder date and time.
• The task due date or the event start date and time.

1021
Sales Productivity Activity Reminders and Notifications

• Ascending alphabetical order by subject.

If Sort reminder window by due date is set, the reminders are displayed in the following order:
• 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
• The task and event reminder date and time
• 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 Due Date or Start Time Shown in the Reminder
Specified
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

Task A due date The date that you selected when you created or edited the task

No due date The value None

Customizable Reminder Settings

To change your reminder settings, from your personal settings, enter Reminders in the Quick Find box, then select Activity
Reminders.

Table 15: 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 Salesforce sets a reminder on all new tasks. You choose the date
reminders to: 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.

1022
Sales Productivity Activity Reminders and Notifications

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.

Activity Reminders and Notifications in Salesforce Lightning Experience

Event and task reminders display as notification cards in Lightning Experience. You can customize
EDITIONS
reminders in your personal settings.
Available in Lightning
Customizable Reminder Settings Experience, the mobile app
in: All Editions Except
You can customize your Activity Reminders settings in your personal settings. Database.com
Table 16: Reminder Settings
Setting Result When Setting Is Enabled
Show task reminders in The task reminder opens as a notification card.
Lightning Experience This setting doesn’t affect the setting in
Salesforce Classic.

Set default task and all-day Choose the date and time when you want
event reminders to: reminders for tasks and all-day events; 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.

Show event reminders in The event reminder opens as a notification card.

Lightning Experience This setting doesn’t affect the setting in
Salesforce Classic.

Set default event reminders to: Choose how long before an event you want a
reminder to appear; the default is 15 minutes
before the event. You can disable the reminder
or change the reminder time when you edit an
event.

Email me when someone assigns When another person assigns you a task, you
me a task get an email.

1023
Sales Productivity Work with Archived Activities

Considerations for Activity Reminders

Activity Reminder Refresh Lightning Experience activity reminders refresh every 10 minutes. As a result, users must save changes
Interval that impact reminders at least 10 minutes before reminders are scheduled. For example, if a user schedules
a reminder to display 1 hour before an event, the user must save changes at least 1 hour and 10 minutes
before the event to see those changes on the reminder. Otherwise, users can experience limitations such
as: Users update their time zone settings and reminders display at the time scheduled in the original
time zone. Or event organizers invite attendees outside of the refresh cycle and attendees don’t get the
reminder. Or, events can sync to Salesforce (from Google Calendar™ or Microsoft® Exchange) outside of
the refresh cycle and attendees don’t get the reminder.

Delayed Activity Reminder Real-time notifications can be delayed when more than 1,000 users in a Salesforce org are logged in and
Notifications receive notifications. Refresh your Salesforce page to get new notifications.

Work with Archived Activities

Find, view, and edit the activities Salesforce has archived.
EDITIONS
Salesforce archives these activities:
Available in Lightning
• Events that ended more than 365 days ago
Experience and Salesforce
• Closed tasks due more than 365 days ago Classic
• Closed tasks created more than 365 days ago (if they have no due date)
Available in: All Editions
Salesforce doesn’t archive recurring tasks or events in a series.
Salesforce doesn’t delete archived activities, but you can manually delete them.
When you create or refresh a sandbox, archived activities aren’t copied.
You can view and interact with archived activities in exported data and in certain locations in Salesforce.

Note: Archived activities aren’t included in reports.

If you modify an archived activity such that it no longer meets the archival criteria, it’s no longer considered archived. Salesforce archives
the activity again when it meets the criteria in the future.
For example, imagine that a task was created 365 days ago with no due date. It was closed some time earlier and is archived today, 365
days after its creation. Tomorrow, a user edits the task by adding a due date of Jan 1, 2020. Now the task doesn't meet the archive criteria,
and is unarchived. The task is rearchived 365 days after Jan 1, 2020, not 365 days after tomorrow, which is the last modified date.

Lightning Experience
You can view the history of your work with customers, including archived activities, from several places.
Archived activities are in the activity timeline (1), where they can be viewed and edited.
Clicking View All (2) in the Activity History related list opens the Activity History tab.

1024
Sales Productivity Work with Archived Activities

In the Activity History tab, you can sort entries. Click the subject (1) to open and edit activities, including archived activities, or use the
row-level dropdown (2) to edit or delete activities.

Clicking View All in the activity timeline opens the All Activity History list.

Note: You can’t access attached files for archived activities in Lightning Experience. To access the attached files, you can change
the activity so that it no longer meets the archival criteria, or open the activity in Salesforce Classic.

The All Activity History list is ideal for printing.

1025
Sales Productivity Activities Reports

Up to 2,000 records appear, including archived records.

Note: This view doesn’t include activities from Einstein Activity Capture. This view shows standard fields. Custom fields aren’t
shown. Formula fields, except for HTML formula fields, aren’t shown.

Note: This view always shows the default background, even when a theme is in effect.

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

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. Archived activities aren’t included in reports.

1026
Sales Productivity Activities Reports

Report on the Primary Contacts for Activities

Create a custom report that shows the primary contact for each of your activities.
Report on Activities Related to Other Records
Create a report that shows which customers sales reps are spending their time with.
Report on Contacts Related to Activities
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.
Available in Lightning
2. Click New Report.
Experience and Salesforce
3. In the Activities section, select Tasks and Events. Classic
4. Click Continue (Lightning Experience) or Create (Salesforce Classic). Available in: All Editions
5. From the Fields list, drag and drop the Contact field onto the report.
6. Drag and drop other fields that you want to include in the report. USER PERMISSIONS
7. Save and run the report.
To run reports:
• Create and Customize
Reports and Report
Builder

Report on Activities Related to Other Records

Create a report that shows which customers sales reps are spending their time with.
EDITIONS
1. Click the Reports tab.
Available in Lightning
2. Click New Report.
Experience and Salesforce
3. In the Activities section, select a report type such as Activities with Accounts. Classic
4. Click Continue (Lightning Experience) or Create (Salesforce Classic). Available in: All Editions
5. From the Fields list, drag and drop at least 1 Contact field onto the report.
6. Drag and drop other fields that you want to include in the report. USER PERMISSIONS
7. Save and run the report.
To run reports:
• Create and Customize
Reports and Report
Builder

1027
Sales Productivity Activities Reports

Report on Contacts Related to Activities

Create a report that shows all contacts related to each of your activities.
EDITIONS
1. Click the Reports tab.
Available in Lightning
2. Click New Report.
Experience and Salesforce
3. In the Activities section, select Activities with Contacts. Classic
4. Click Continue (Lightning Experience) or Create (Salesforce Classic). Available in: All Editions
5. From the Fields list, drag and drop at least 1 Contact field onto the report.
6. Drag and drop other fields that you want to include in the report. USER PERMISSIONS
7. Save and run the report.
To run reports:
• Create and Customize
Reports and Report
Builder

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.
Available in Lightning
2. If the Custom Report Type welcome page opens, click Continue.
Experience and Salesforce
3. For Primary Object, select Users. Fill in the other required fields. Classic
4. Click Next. Available in: All Editions
5. Click the box under the primary object.
6. Select Activity Relationships. USER PERMISSIONS
7. Click Save.
To create, edit, and delete
8. To define the fields for the report, click Edit Layout. reports:
9. To the layout, add several Activity Relationships fields if they aren’t already added: Date, • Create and Customize
Reports and Report
Subject, Name, Related To. For each field, select the Checked by Default option.
Builder
10. Double-click the label for the Name field and change the label to Contact. Change the
Related To field to Opportunity.
11. Click Save.
12. Create a report based on the report type that you created.
13. Group the rows by Full Name using Group Rows in Lightning Experience or by selecting Summary Format in Salesforce
Classic.
14. Save and run the report.

1028
Sales Productivity Set Up Activities for Your Sales Reps

Shared activities must be enabled for custom reports based on activity relationships to include event organizers along with invitees and
to include 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
Build a Report
Creating a Custom Report

Set Up Activities for Your Sales Reps

Optimize the way that your sales reps can manage events, calendars, and tasks.
EDITIONS

Enable Shared Activities Available in: Lightning

With shared activities, users can relate up to 50 contacts (but only 1 lead) to an event or a task. Experience and Salesforce
Classic
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 Available in: All Editions
it.
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.
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account
The account an activity rolls up to depends on the Related To field, the Name field, the Shared Activities setting, and if the setting
for Roll up activities to a contact's primary account is enabled. Before deciding whether to change this default roll up behavior, review
these considerations.
Enable Activity Reminders
Let users set individual preferences for displaying event and task reminders.
Customize Buttons on the Tabbed 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
tabbed activity composer, you can add them. Just add the appropriate buttons to the Salesforce Mobile and Lightning Experience
Actions section of page layouts.
Control Access to Activities
Disable the Access Activities permission so users, such as guest users in Experience Builder sites, don’t have access to any tasks,
events, and emails. That way, your reps and agents can be sure that their work remains private.

1029
Sales Productivity Set Up Activities for Your Sales Reps

Enable Shared Activities

With shared activities, users can relate up to 50 contacts (but only 1 lead) to an event or a task.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in Lightning
Experience and Salesforce
2. Select Allow users to relate multiple contacts to events and tasks.
Classic
3. Click Submit.
Available in: Essentials,
4. To show related contacts on event and task detail pages, ensure that the Name related list is Professional, Enterprise,
included on event and task page layouts. The items in the Name related list aren’t fields, so they Performance, Unlimited,
don’t adhere to field-level security settings. 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 USER PERMISSIONS
messages about the status and what to do if the process doesn’t finish.
To enable shared activities:
• Customize Application
SEE ALSO:
Knowledge Article: Orgs Can't Have a Lead and a What on the Same Record

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
EDITIONS
it.
• If a Visualforce page uses the standard controller to display Shared Activities events, use API Available in Lightning
version 26.0 or later. Experience and Salesforce
Classic
• If a task or event is related to a lead, you can’t relate the activity to additional contacts.
• When more than one contact is related to an event, activity reports don’t show child events to Available in: Essentials,
that event if they’re assigned to users who aren’t below you in the role hierarchy. Professional, Enterprise,
Performance, Unlimited,
• If you enable Shared Activities, then an activity is also related to each contact’s primary account.
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.
• When you select Save & New from a task or event, only the primary contact is added automatically to the new record. Be sure add
any additional contacts, as needed.
• 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.
• If your Activity sharing setting is set to Private, users with access to parent records have read-only access to your activities.

1030
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
EDITIONS
account.
Rolling up activities can skew reporting. For example, if a user logs an activity against a contact Available in Lightning
referencing a related account, the activity shows up and counts against the contact’s primary Experience and Salesforce
account. The report shows the activity for the primary account even though that specific account Classic
had nothing to do with the interaction. Therefore, we recommend deselecting this option.
Available in: Essentials,
Note: To roll up activities, enable shared activities first. Professional, Enterprise,
Performance, Unlimited,
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity and Developer Editions
Settings.
2. Select Roll up activities to a contact’s primary account. USER PERMISSIONS
3. Click Submit.
To enable roll up of activities
When you change the roll up activities setting, only new activities are affected. Existing activities to a contact’s primary
are only affected if they’re updated in a way that causes the roll up to be recalculated, such as when account:
an activity is closed. • Customize Application
and Modify All Data

SEE ALSO:
Enable Shared Activities
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account

Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account

The account an activity rolls up to depends on the Related To field, the Name field, the Shared
EDITIONS
Activities setting, and if the setting for Roll up activities to a contact's primary account is enabled.
Before deciding whether to change this default roll up behavior, review these considerations. Available in: Lightning
Note: To roll up activities, enable shared activities first. Experience and Salesforce
Classic
• When you change the roll up setting, only new activities are affected. Existing activities are only
Available in: All Editions
affected if they’re updated in a way that causes the roll up to be recalculated, such as when an
activity is closed.
• If the relationship in the Related To field is to an account, opportunity, contract, or custom object that has an account parent to the
entity, the activity rolls up to that entry. 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 ignored when determining an account’s last activity date, if the activity is related to an account.

• If the Related To field is blank, the setting for Roll up activities to a contact's primary account determines whether this activity
establishes the last activity date of the primary contact's primary account.
• The last activity date for contacts and leads is based on the activities where the contact or lead is the primary contact on the activity.
• 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.

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Sales Productivity Set Up Activities for Your Sales Reps

• 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 appears on the person account record. That’s because a person account
is its own primary account.

SEE ALSO:
Contacts to Multiple Accounts

Enable Activity Reminders

Let users set individual preferences for displaying event and task reminders.
EDITIONS
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity
Settings. Available in Lightning
Experience and Salesforce
2. Select Enable Activity Reminders.
Classic
3. Click Submit.
Available in: Essentials,
Professional, Enterprise,
Performance, Unlimited,
and Developer Editions

USER PERMISSIONS

To enable activity reminders:

• Customize Application
and Modify All Data

Customize Buttons on the Tabbed Activity Composer

If your page layouts have been customized and you don’t see the Log a Call, New Event, New Task,
USER PERMISSIONS
or Send an Email buttons on the tabbed activity composer, you can add them. Just add the
appropriate buttons to the Salesforce Mobile and Lightning Experience Actions section of page To add buttons to page
layouts. layouts:
• Customize Application
Make sure the actions you want to add are included in the Global Publisher layout.
and Modify All Data
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) EDITIONS
are added to the Salesforce Mobile and Lightning Experience Actions section of the page layout.
Make sure your users have permission to create new tasks and events, log calls, and send email. Available in Lightning
Experience in: Essentials,
Note: The Send an Email mobile action is not supported on cases. Professional, Enterprise,
Performance, Unlimited,
and Developer Editions
SEE ALSO:
Actions in Lightning Experience
How Actions Are Ordered in Lightning Experience
Page Layout
Permission Sets

1032
Sales Productivity Work with the Dynamic Activity Composer

Control Access to Activities

Disable the Access Activities permission so users, such as guest users in Experience Builder sites,
EDITIONS
don’t have access to any tasks, events, and emails. That way, your reps and agents can be sure that
their work remains private. Available in: Salesforce
This change also applies to Experience Builder sites and Salesforce Tabs + Visualforce sites, accessed Classic (not available in all
through Lightning Experience, all versions of the Salesforce mobile app, and Salesforce Classic. orgs), Lightning Experience,
Digital Experiences are available in Enterprise, Performance, Unlimited, and Developer editions. and all versions of the
Salesforce mobile app
1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
Available in: Enterprise,
2. Select or create a permission set, and then open System Permissions.
Performance, Unlimited,
3. Based on your user license, update the permission set. and Developer Editions and
in all editions that allow
Note: Some licenses don’t allow permission set changes for this permission.
profile changes.

4. Verify that all the users you'd like to have access to activities have the Access Activities permission
enabled on their profile. USER PERMISSIONS
When you disable the Access Activities permission, users also can’t see or create events on calendars. To disable activity access:
Guest users have access to emails in these circumstances: • Customize Application
and Modify All Data
• Enhanced Email is enabled and the Access Activities permission is enabled on their profile
To access tasks, events,
• Email-to-Case is enabled and the user has read access to cases calendar, and email:
The Access Activities permission doesn’t change user access to Email-to-Case emails. Emails • Access Activities
associated with cases that a user has access to appear in the case feed and the case’s email
related list.

Work with the Dynamic Activity Composer

The dynamic activity composer gives reps activities at the click of a button and offers more choices
EDITIONS
than the tabbed activity composer.
Available in Lightning
Considerations for Using the Dynamic Activity Composer Experience in all editions
Review considerations for using the dynamic activity composer instead of the tabbed activity except Starter
composer.
Switch Between the Tabbed and Dynamic Activity Composer
An admin determines whether users see the tabbed activity composer or the dynamic activity composer on a page.
Customize the Dynamic Activity Composer
Add actions to the dynamic activity composer though the page layout in the Salesforce Mobile and Lightning Experience Actions.

Considerations for Using the Dynamic Activity Composer

Review considerations for using the dynamic activity composer instead of the tabbed activity
EDITIONS
composer.
The dynamic activity composer is different from the tabbed activity composer. Available in Lightning
Experience in all editions
• Macros don’t work with the dynamic activity composer. To use macros, revert to the tabbed
except Starter
activity composer.

1033
Sales Productivity Work with the Dynamic Activity Composer

• If feed tracking is enabled, the dynamic activity composer doesn’t work in the Case object.
• The Add Call to To Do List and Add Email to To Do List options appear only if the To Do List is in the utility bar and at least one task
action is in the dynamic activity composer.
• To launch a quick action from your custom component using the dynamic activity composer, use the lightning-navigation
and lightning-page-reference-utils components.

SEE ALSO:
Switch Between the Tabbed and Dynamic Activity Composer
Lightning Aura Components Developer Guide: Create an Email as a Quick Action with Aura Components
Lightning Web Components Developer Guide: Create an Email as a Quick Action with Lightning Components

Switch Between the Tabbed and Dynamic Activity Composer

An admin determines whether users see the tabbed activity composer or the dynamic activity
EDITIONS
composer on a page.
Lead, contact, account, and opportunity record home pages typically show the activity composer. Available in Lightning
Experience in all editions
1. On any page with an activity composer, click Setup and then Edit Page.
except Starter
2. Select the activities component.
3. In the properties panel, select Use tabbed activity view. USER PERMISSIONS
4. Save the change.
All users see the tabbed activity composer on that page. To change page layouts:
• Customize Application
To view page layouts:
SEE ALSO:
• View Setup and
Considerations for Using the Dynamic Activity Composer Configuration

Customize the Dynamic Activity Composer

Add actions to the dynamic activity composer though the page layout in the Salesforce Mobile and
EDITIONS
Lightning Experience Actions.
The primary action is available when the button is clicked. For email, custom actions, such as Email Available in Lightning
1 and Email 2, are of type Email. Experience in all editions
except Starter

USER PERMISSIONS

To add buttons to page

layouts:
• Customize Application
and Modify All Data

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Sales Productivity Work with the Dynamic Activity Composer

For Log a Call, custom actions such as Log A Call 1 and Log A Call 2 are of type Log a Call.

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Sales Productivity Work with the Dynamic Activity Composer

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.
3. Add additional custom actions to the page layout.
Name your actions intentionally. The button name is from the name of the first button action that’s on the layout.
If the global action is on the page layout, it's assigned as the default button action. For a custom action to appear as the default
button action, remove the global action from the page layout. Otherwise, the custom action appears in the dropdown of that action
type.
New Task and New Event don’t have actions defined already. You can add custom actions.

Make sure your users have permission to create tasks and events, log calls, and send email.

Note: The Send an Email mobile action isn’t supported on cases.

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Sales Productivity Notes

Notes
Stay organized and on top of all your deals by adding notes to accounts, contacts, leads,
EDITIONS
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 Available in: Salesforce
Experience. Classic (not available in all
orgs), Lightning Experience,
Guidelines for Working with Notes and all versions of the
Salesforce mobile app
Review guidelines for creating and managing notes, including where to manage your notes,
deleting notes, and note ownership. Available in: Essentials,
Share Notes Group, Professional,
Enterprise, Performance,
Share notes and increase collaboration among colleagues.
and Unlimited Editions
Protect Sensitive Data with Private Notes
You rely on notes to streamline your workflow and increase productivity. With private notes,
you can record sensitive information while keeping the note in context. You can also selectively share private notes.
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 and Using Notes
Before setting up Notes, review the requirement to add the Notes related list to page layouts, information about Notes in the Salesforce
mobile app, and more.
Set Up Notes
Enable Notes, add the Notes related list to page layouts, and let users create notes with actions.

Guidelines for Working with Notes

Review guidelines for creating and managing notes, including where to manage your notes, deleting
EDITIONS
notes, and note ownership.
Available in: Salesforce
Classic (not available in all
General Guidelines for Notes
orgs), Lightning Experience,
• To create notes in Lightning Experience, you must use Notes. Your Salesforce administrator and all versions of the
must enable Notes. Salesforce mobile app
• To create a note associated with a record, you must have read access to the record. Available in: Essentials,
• To edit an existing note associated with a record, you need edit access to the note. Group, Professional,
• To delete a note, you must be the owner of the note. Enterprise, Performance,
and Unlimited Editions
• You can relate notes to custom objects, but not custom settings, when using Salesforce. To
relate a note to custom settings, use the ContentDocumentLink API.
• 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 mobile
app).

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Sales Productivity Guidelines for Working with Notes

• 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 mobile 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’re automatically taken to the
notes editor page.
• In the Lightning Console, save the record you’re working on before accessing Notes from the utility bar. Deleting or saving a Note
refreshes the entire console page and any unsaved changes are lost.
• When you create a note in Lightning Experience, the note isn’t saved until you enter a title or content. After the note is saved, further
changes are saved automatically
• In the Salesforce mobile 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 Relating Notes to Events

• You can’t relate a note to a proposed event or to an invitee’s copy of a multi-person event.
• You can’t relate a note to a recurring event or to an individual event within an event series.

Guidelines for Sharing Notes

• When sharing a note in Lightning Experience, you can only give other users viewer access, because Notes doesn’t support simultaneous
editing. If multiple people edit a note at the same time, they overwrite each other’s content.
• You can’t share notes in the Salesforce mobile app.
• Depending on your system settings, a note you share is shared with all users in your company when it’s posted:
– To a feed that all users can see
– To a profile
– To a record
– To a public group
Ask your Salesforce administrator how Notes is configured at your company.

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 800 bytes.
• The size of the note body decreases by more than 20%.

Guidelines for the Old Note-Taking Tool

• All notes that are added to contacts and opportunities roll up under the associated account as well.

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Sales Productivity Share Notes

• 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.

Share Notes
Share notes and increase collaboration among colleagues.
EDITIONS

Share Notes in Lightning Experience Available in: Salesforce

Increase collaboration by sharing your notes with people and groups. Classic (not available in all
orgs), Lightning Experience,
Share Notes in Salesforce Classic and all versions of the
Increase collaboration by sharing your notes with people and groups. Salesforce mobile app

Available in: Essentials,

Group, Professional,
Enterprise, Performance,
and Unlimited Editions

Share Notes in Lightning Experience

Increase collaboration by sharing your notes with people and groups.
EDITIONS
Note: You can’t share a note from the Notes & Attachments related list in Lightning
Experience. Available in: Lightning
Experience
You can’t share notes in the Salesforce mobile app.
Available in: Essentials,
When sharing a note in Lightning Experience, you can provide Viewer access only. There is
Contact Manager, Group,
no Collaborator access.
Professional, Enterprise,
Notes doesn’t support simultaneous editing, and this restriction prevents multiple people Performance, Unlimited,
from editing a note at the same time. If multiple people change a note at the same time, they and Developer Editions
overwrite each other’s changes.

1. Open a note in the Notes related list.

2. Click Share.
3. Select who you’d like to share with.
4. Enter a short message to the recipients.
5. To prevent the recipients from sharing or unsharing the note, open the Who Can Access section and click Prevent others from
sharing and unsharing.
6. Click Share.
The people you shared with receive an email with your message and a link to the shared note.

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Sales Productivity Protect Sensitive Data with Private Notes

Share Notes in Salesforce Classic

Increase collaboration by sharing your notes with people and groups.
EDITIONS
Note: Notes doesn’t support simultaneous editing, and this restriction prevents multiple
people from editing a note at the same time. If multiple people changed a note at the same Available in: Salesforce
time, they overwrite each other’s changes. Classic

1. Open a note. Available in: Contact

Manager, Group,
2. Click Note Sharing Settings and choose Share with people or Share with groups.
Professional, Enterprise,
3. Select who you’d like to share with and their level of access. Performance, Unlimited,
and Developer Editions
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 shared with receive an email with your message and a link to the shared note.

Protect Sensitive Data with Private Notes

You rely on notes to streamline your workflow and increase productivity. With private notes, you
EDITIONS
can record sensitive information while keeping the note in context. You can also selectively share
private notes. Available in: Salesforce
As you develop business relationships with your customers, you can become privy to confidential Classic (not available in all
information that you don’t want everyone to see. You could learn about an upcoming product orgs), Lightning Experience,
launch, or the timing of a new initiative. Use private notes to record this information. and all versions of the
Salesforce mobile app
You have these sharing options for private notes:
Available in: Group,
Visible to Records
Professional, Enterprise,
Anyone with read access to the related record can see the note. Create and share the note
Performance, and
without choosing any options.
Unlimited Editions
Privately Shared
The note is visible to the rep and people the rep has explicitly shared it with. Users with View
All Data permissions also have access to the note.

Note: Notes in the Notes & Attachments related list can’t be made privately shared.

In Lightning Experience, open a note in the Notes related list and click Share. To maintain privacy, open the Who Can Access section
and click Prevent others from sharing and unsharing.
In Salesforce Classic, open a note in the Notes related list, click Note Sharing Settings, then Sharing Settings. Select Prevent
others from sharing and unsharing under the Who Can Access section.
Private Only
Only the owner of the note can see it. Users with View All Data permissions also have access to the note.
• Lightning Experience
– Create a note in the Notes related list and don’t relate it to anything. By default, the note is private.
– If you relate a note in the Notes related list to a record, click Share to Records and select Prevent note from being viewed
by other users with access to this record.
– Open a note in the Notes & Attachments related list, edit it, select Private, and save your change.

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Sales Productivity Revert to a Previous Version of a Note

• Salesforce Classic
– Open a note in the Notes related list, click Note Sharing Settings, then Sharing Settings. Click Make Private and Make
Private again.
– Open a note in the Notes & Attachments related list, select Private, and save your change.
– If you change a note that’s related to a record to a private note, the note is no longer related to the record. The owner of the
note and users with View All Data Permissions can still see the 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
EDITIONS
notes.
Available in: Lightning
Note: These steps work in Lightning Experience. If you see the App Launcher icon ( ) on
Experience
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. Available in: Contact
Manager, Group,
1. From the Notes home page, click the note title.
Professional, Enterprise,
2. In the note window, click next to View Version History. Performance, Unlimited,
3. From the list, select the version of the note you’d like to view. and Developer Editions

4. To restore the selected version of the note, click Restore.

Considerations for Setting Up and Using Notes

Before setting up Notes, review the requirement to add the Notes related list to page layouts,
EDITIONS
information about Notes in the Salesforce mobile app, and more.
• To create notes in Lightning Experience, you must use Notes. Available in: Salesforce
• To set up Notes, add the Notes related list to all relevant page layouts and enable Notes. Classic (not available in all
orgs), Lightning Experience,
• You can have both note-taking tools enabled at the same time in Salesforce. However, notes and all versions of the
can only be read and edited using the tool they were created with. Salesforce mobile app
• If you use Notes, we suppress legacy note quick actions:
Available in: Essentials,
– In the page layout editor Group, Professional,
– In the page layout, if a legacy note quick action was added before you enabled Notes Enterprise, Performance,
and Unlimited Editions
– In the process builder, when you enable new notes

• If All Related Objects is enabled for the User object in Feed Tracking, a note is shared with all
users in your company when it’s posted:
– To a feed that all users can see
– To a profile
– To a record
– To a public group

Notes Limitations
• Notes added to contacts and opportunities don’t roll up under the associated account.

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Sales Productivity Considerations for Setting Up and Using Notes

• Notes aren’t automatically added to the parent account.

• The Notes related list isn't supported in Visualforce pages.
• The New Note button isn’t available on the Notes & Attachments related list, or as a global action in Lightning App pages in the
Salesforce mobile app.

Using Notes in Experience Cloud Sites

• Only internal users can create notes and only in Salesforce Classic. Notes appear in the Notes & Attachment section of the record.
After a note is created, both internal and Experience Cloud site users can access it. The site user's level of access on the note depends
on their level of access on the record.
• Both internal and Experience Cloud site users (with Customer Community, Customer Community Plus, and Partner Community
licenses) can create Enhanced Notes using the New Note quick action on the record detail page in Experience Builder sites. Notes
are available in the Notes related list. Enhanced Notes aren’t available in sites created using Salesforce Tabs +Visualforce.
• Enhanced notes created by internal users aren’t visible to Experience Builder site users.

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 mobile 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 mobile app.

Using Notes in the Salesforce Mobile App

Review considerations about Notes on the Salesforce mobile app.

Tip: To see the Save and Cancel buttons when adding a note in the Salesforce mobile app, turn the phone so the display shows
in landscape mode.
• You can access all your notes from the Notes item in the navigation menu. The Salesforce Classic version of the desktop site doesn’t
include a Notes tab. Instead, Salesforce Classic users can access notes from the Files tab.
• You can’t share notes with other users or groups.
• In Salesforce for Android, you can’t add images to notes. You can view images that were added from the desktop site. You can,
however, add images to notes using Salesforce for iOS, version 10.0 or later.
• Some rich text options that are available in the desktop site, such as applying a bold or italic font or indenting a paragraph, aren’t
available. But you can view formatting that was added from the desktop site.
• You can’t revert to previous versions of notes, but you can view previous versions.
• Spelling errors aren’t highlighted while creating or editing notes.

SEE ALSO:
Set Up Notes
Notes
Turn Off Feed Tracking for Notes

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Sales Productivity Set Up Notes

Set Up Notes
Enable Notes, add the Notes related list to page layouts, and let users create notes with actions.
EDITIONS

1. Enable Notes Available in: Salesforce

From Setup, select Enable Notes on the Notes Settings page. Classic (not available in all
orgs), Lightning Experience,
2. Add the Notes Related List to Page Layouts and all versions of the
Using the page layout editor, add the Notes related list to page layouts for all objects where Salesforce mobile app
you want users to take notes.
Available in: Essentials,
3. Let Users Create Notes from the Chatter Publisher, Global Actions Menu, and the Salesforce Group, Professional,
Mobile App Action Bar Enterprise, Performance,
Add the New Note action to publisher layouts. and Unlimited Editions
4. Let Users Take Notes in the Salesforce Mobile App
Make sure that your reps can create tasks from notes in the Salesforce mobile 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 and Using Notes
Create Page Layouts
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: Salesforce
2. Make sure Enable Notes is selected.
Classic (not available in all
3. Click Save. orgs), Lightning Experience,
and all versions of the
Salesforce mobile app

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
EDITIONS
want users to take notes.
1. Access the page layout editor for each object. Available in: Salesforce
Classic (not available in all
2. Make sure that the Notes related list was added to the page layout.
orgs), Lightning Experience,
3. Save the page layout. and all versions of the
Complete these steps for each object where you want users to take notes. Salesforce mobile app

Available in: Essentials,

SEE ALSO: Group, Professional,
Enterprise, Performance,
Customize Related Lists
and Unlimited Editions

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 Mobile App Action Bar
Add the New Note action to publisher layouts.
EDITIONS
Note: The New Note button isn’t available on the Notes & Attachments related list or as a
global action in Lightning App pages in the Salesforce mobile app. Available in: Salesforce
Classic (not available in all
1. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher orgs), Lightning Experience,
Layouts. and all versions of the
2. Edit a publisher layout. Salesforce mobile app

3. Make sure the New Note action is added to the Quick Actions in the Salesforce Classic Publisher Available in: Essentials,
and the Mobile & Lightning Actions. Group, Professional,
Enterprise, Performance,
4. Save the publisher layout
and Unlimited Editions
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.
USER PERMISSIONS

SEE ALSO: To edit publisher layouts:

Add Actions to Global Publisher Layouts • Customize Application
View Setup and
Configuration

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Sales Productivity Set Up Notes

Let Users Take Notes in the Salesforce Mobile App

Make sure that your reps can create tasks from notes in the Salesforce mobile app and that Notes
EDITIONS
appears in the app navigation menu.
1. From Setup, enter Activity Settings in the Quick Find box, then select Activity Available in: Salesforce
Settings. Classic (not available in all
orgs), Lightning Experience,
2. Select Allow Creation of Tasks from Notes.
and all versions of the
3. Save the page. Salesforce mobile app
4. From Setup, enter Navigation in the Quick Find box, then select Salesforce Available in: Essentials,
Navigation. Group, Professional,
5. Move Notes from the Available list to the Selected list. We recommend putting it above Smart Enterprise, Performance,
Search Items. and Unlimited Editions

6. Save the page.

USER PERMISSIONS
In the Salesforce mobile 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 To update activity settings
profile is assigned more than one Task record type, the user is prompted to choose a record type and the app navigation
for the task. menu:
• Customize Application
View Setup and
Configuration

Turn Off Feed Tracking for Notes

Want to hide feed updates that tell your users whenever someone creates or changes a note? Now,
EDITIONS
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. Available in: Salesforce
1. From Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking. Classic (not available in all
orgs), Lightning Experience,
2. Select the object you want to turn off feed tracking for.
and all versions of the
3. Deselect All Related Objects. Salesforce mobile app

Available in: Essentials,

Group, Professional,
Enterprise, Performance,
and Unlimited Editions

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
EDITIONS
social network profiles associated with Salesforce accounts, contacts, and leads.

Important: Twitter access in Social Accounts, Contacts, and Leads is retired as of Winter ’24, Available in: Salesforce
and YouTube access is retired as of Spring ’24. See Knowledge Article: Twitter/X Public API Classic and Lightning
Access for details of the end of access to both Twitter and YouTube. Experience

Available in: All Editions

SEE ALSO:
Knowledge Article: Twitter/X Public API Access

Learn More About Social Intelligence Module

The Social Intelligence Module (SIM) is a Salesforce package that runs inside Sales Cloud. SIM provides enhanced account-based listening
and social selling strategies. With SIM, you can see information that is actionable and based on definable topics.
SIM takes advantage of the underlying technology of Social Studio to help you monitor your accounts, your competitors, and your
industry. The topics that follow show how you can use SIM in various sales workflows. To use SIM as an admin, consult Set up Social
Intelligence Module in Your Organization.

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Sales Productivity Set Up the Social Intelligence Module

Set Up the Social Intelligence Module

If you’re a Salesforce org admin, use these topics to help you install the Social Intelligence Module (SIM). You must have a Salesforce
account with Lightning Experience enabled. And you need the right permissions to install packages and configure org-wide settings.
This document isn’t intended for Social Intelligence Module end users.
How the Components in the Social Intelligence Module Work
After you install the Social Intelligence Module (SIM), the SIM adds new components to your Account, Opportunities, Leads, and
Contacts pages in Sales Cloud. The new components are Top Posts View, Related Social Content, and Application Tab Page.
Register a Personal Twitter Account in the Social Intelligence Module
With your personal Twitter account added to the Social Intelligence Module (SIM), you can use social actions on tweets received in
SIM. You can only register one Twitter account at a time.

Set Up the Social Intelligence Module

If you’re a Salesforce org admin, use these topics to help you install the Social Intelligence Module (SIM). You must have a Salesforce
account with Lightning Experience enabled. And you need the right permissions to install packages and configure org-wide settings.
This document isn’t intended for Social Intelligence Module end users.
The installation process for the Social Intelligence Module is similar to other package installations. Go to a URL to start the process, select
a few options, and then wait a short period while the package is added to your org. Install or upgrade SIM in a sandbox org before
installing it in your production org. You can test compatibility and features before impacting your users. For information on using sandbox
orgs and packages in general, refer to the Salesforce documentation and available Trailblazer trails.

Install the Social Intelligence Module

You can install the Social Intelligence Module (SIM) in a sandbox org or a production org.
Configure Social Intelligence Module Authentication
You can configure the Social Intelligence Module (SIM) to interact with Social Platform in Marketing Cloud Engagement.
Configure Permissions in the Social Intelligence Module
For users to work in the Social Intelligence Module (SIM), they need the right permissions. After you give them the right permission,
they can work in SIM.
Configure the User Interface for the Social Intelligence Module
To use the Social Intelligence Module's (SIM) features, add the included SIM components to the individual record pages in your
Salesforce interface. To view social data, you can also add SIM components to account, contact, or opportunity records. You must
have the necessary permissions to configure the user interface.

SEE ALSO:
External Link: Trailhead - Learn more about the Lightning Experience

Install the Social Intelligence Module

You can install the Social Intelligence Module (SIM) in a sandbox org or a production org.
You must have admin permissions. If you aren't logged into the Salesforce org that you want to install SIM, log into that org.
1. Note the title of the install screen:
If you're installing SIM for the first time, you see Install Social Intelligence Module. If you're upgrading SIM, you see Upgrade
Social Intelligence Module.

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Sales Productivity Set Up the Social Intelligence Module

2. If the install requires a password, enter Radian6#1.

3. Select Install for Admins Only.
SIM shows a message confirming that you understand you're installing a Non-Salesforce Application not authorized for distribution
as part of Salesforce’s AppExchange Partner Program.

4. To accept, select the checkbox.

5. Click Install.
6. If SIM is a new install:
a. Accept the permission for SIM to access a list of URLs. SIM must access those URLs to function.
The specific URLs all end in sfmc.co or radian6.com.

b. Check all the URLs.

c. To proceed with the install, select the Yes, grant access to these third-party web sites checkbox.

7. If SIM is an upgrade:
SIM doesn't prompt you to accept the third-party URLs because you already granted access to them when you installed SIM before.

SIM begins the actual installation process, which can take several minutes. SIM notifies you when the installation is complete. If you get
the notification, confirm that you receive an email before proceeding with the configuration.

Configure Social Intelligence Module Authentication

You can configure the Social Intelligence Module (SIM) to interact with Social Platform in Marketing Cloud Engagement.
To configure your Salesforce instance, you need the right permissions.
1. Provide permissions for at least one user to administer SIM.
a. Navigate to Setup > Permission Sets.
b. Click the Social Intelligence Administrator License permission set link.
c. Click Manage Assignments.
d. To grant access to individual users, click the checkbox next to their name.
e. Click Add Assignments.
f. Repeat the same process, and assign the Social Intelligence Administrator permission set to the same users.

2. Configure the administrative tool.

Make sure that you’re logged in as one of the users to which you assigned the permission sets. This user must access the Social
Intelligence Module Admin app.
a. To access or add more applications to your navigation bar, click the pencil icon.
b. In Add Navigation Items, click Add More Items.
c. Under Available Items, choose All.
d. Search for the Social Intelligence Module Admin app.
e. Click + beside the app, and then click Add New Nav Item.
Your tab has a new Social Intelligence Module Admin entry. A new form appears where you can authorize SIM with the social
platform.

f. Click Authorize.

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Sales Productivity Set Up the Social Intelligence Module

SIM indicates that it made a connection.

If you get an error message in the Social Intelligence Module, such as “No Posts Found,” use Refresh to try to fix the connection to
the social platform.

3. Now that you have the Social Intelligence Module set up, it’s time to give users access and lay out the module on your record pages.

Configure Permissions in the Social Intelligence Module

For users to work in the Social Intelligence Module (SIM), they need the right permissions. After you give them the right permission, they
can work in SIM.
Before you can assign permissions to other users, you must have adequate permissions to do so yourself.
1. In SIM, select Setup > Permission Sets.
2. Click the Social Intelligence Standard License permission set link.
3. Click Manage Assignments.
4. To give other users access, click the checkbox for each user.
5. Click Add Assignments.
6. Repeat the same process, and assign the Social Intelligence Standard permission set to the same users.
You can also assign permission sets to users individually while viewing their user records. Next, configure the SIM interface for your
users.

Configure the User Interface for the Social Intelligence Module

To use the Social Intelligence Module's (SIM) features, add the included SIM components to the individual record pages in your Salesforce
interface. To view social data, you can also add SIM components to account, contact, or opportunity records. You must have the necessary
permissions to configure the user interface.
1. To add the SIM component to your Salesforce interface:
a. Navigate to the page where you want to embed the component.
b. Click > Edit Page.
c. Drag the component onto the page.
d. Save the changes. If you haven’t yet, to make sure that you activate your custom layout, click Activation.

2. To add the SIM component as a tab within a Lightning App:

a. Select Setup > App Manager.
b. Select the arrow dropdown next to Lightning App name, and click Edit.
c. In the Lightning App Builder, select Navigation Items.
d. Search for Social Intelligence, select it, and add it to your navigation.
e. Save the changes.
Your designated users can use Social Intelligence Module.

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Sales Productivity How the Components in the Social Intelligence Module Work

How the Components in the Social Intelligence Module Work

After you install the Social Intelligence Module (SIM), the SIM adds new components to your Account, Opportunities, Leads, and Contacts
pages in Sales Cloud. The new components are Top Posts View, Related Social Content, and Application Tab Page.

Learn About the Top Posts View in the Social Intelligence Module
The Top Posts view in the Social Intelligence Module (SIM) shows the most important Twitter data related to a record. It also shows
the top 25 current social posts over the last 7 days and you can also engage with the posts.
View Related Social Content in the Social Intelligence Module
When using the Social Intelligence Module (SIM), you see a new related social content view on Lead record pages. The view appears
when these records are created from social data. It shows the social post and author data used to create the record. You are always
aware of the origin of records created from social data in SIM.
Learn About the Application Tab Page in the Social Intelligence Module
To search, sort, and filter more social data, use the Social Intelligence Module's (SIM) standalone application tab page. You can get
greater insight into trends and conversations highlighted by the Top Posts view. You can also use the page to identify leads and
opportunities, find communities, and authors to follow and engage with.
Learn About Posts and Actions in the Social Intelligence Module
In the Social Intelligence Module (SIM), you can engage each post that appears in several ways. Engage the posts in the top posts
view and the application tab page's post feed view. For example, you can expand the size of the post, create a task from the post,
or share it on Chatter, among other actions.

Learn About the Top Posts View in the Social Intelligence Module
The Top Posts view in the Social Intelligence Module (SIM) shows the most important Twitter data related to a record. It also shows the
top 25 current social posts over the last 7 days and you can also engage with the posts.
Sometimes you see a separate component on your Account, Opportunities, Leads, and Contacts pages in Sales Cloud. Other times you
have a separate tab on the page. The component could also be a separate tab on the page. In that case, the panel is called Social
Intelligence.

Also, sometimes the component is listed among existing related components called Social Intelligence.

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Sales Productivity How the Components in the Social Intelligence Module Work

To see more top posts, other than those shown, click View More. The link goes to the SIM Application Tab page on page 1051. You can
see all posts, not just the top 25 posts.

Configure Top Posts View in Social Intelligence Module

As a user of the Social Intelligence Module (SIM), you can customize the Top Posts view to your needs. To tailor your social search
to relevant information for the record, add and remove keywords in the configuration.

Configure Top Posts View in Social Intelligence Module

As a user of the Social Intelligence Module (SIM), you can customize the Top Posts view to your needs. To tailor your social search to
relevant information for the record, add and remove keywords in the configuration.
Keep the following in mind when editing your configuration:
• Keywords must be at least three characters in length.
• You can have as many as 20 keywords in your configuration.
• Keywords can consist of multiple words surrounded by quotation marks. SIM matches that exact text you enter in the quotation
marks. Adding multiple keywords with quotation marks counts as one keyword when considering the 20-keyword limit.
• The total length of the configuration can't exceed 255 characters, regardless of the number of keywords entered.
If your configuration doesn't meet these requirements, Social Intelligence Module shows you an error. You can still edit the configuration
to meet the requirements.

Tip: Configure the Top Posts view with keywords beyond the business or person’s name alone. To get the most out of the Social
Intelligence Module, add such keywords to ensure that you capture the most important social information about your records.
Changes you make affect all visitors to the page, so consider your configuration changes carefully.
1. To add, edit, or remove keywords, click > Configure.
The SIM Setup text temporarily replaces the component text.
2. Add, remove, or edit the existing keywords and the Top Posts view immediately reflects your configuration change.
3. To apply your changes and return to the Top Posts view, click Finish when you're ready.

View Related Social Content in the Social Intelligence Module

When using the Social Intelligence Module (SIM), you see a new related social content view on Lead record pages. The view appears
when these records are created from social data. It shows the social post and author data used to create the record. You are always aware
of the origin of records created from social data in SIM.

Learn About the Application Tab Page in the Social Intelligence Module
To search, sort, and filter more social data, use the Social Intelligence Module's (SIM) standalone application tab page. You can get greater
insight into trends and conversations highlighted by the Top Posts view. You can also use the page to identify leads and opportunities,
find communities, and authors to follow and engage with.

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Sales Productivity How the Components in the Social Intelligence Module Work

You can add the application tab page to your Sales Cloud tab bar for quick access. When adding tabs, look for Social Intelligence.

Learn About Posts and Actions in the Social Intelligence Module

In the Social Intelligence Module (SIM), you can engage each post that appears in several ways. Engage the posts in the top posts view
and the application tab page's post feed view. For example, you can expand the size of the post, create a task from the post, or share it
on Chatter, among other actions.

Icon Name Description

Expand the post Show a larger view of the post. With the larger view, you see related
media in higher detail. With a Twitter post, you can see biographical
information about the author. In the larger view, you can still before
other social actions.

Create a task Create a task from this post.

Share on Chatter Start a Chatter post linking to this social data. Currently, you can
create the Chatter post on your own personal feed.

Create a lead Create a lead from this post.

Create a contact Create a contact from this post.

Hide post Sometimes low-quality content appears in your post views. SIM can
filter out low-quality content, but some posts get through. When
you find a post that is low quality or something that you want to
hide, use the hide post button. When hidden, the post collapses. It
still shows an entry in the feed. If you hid the post by mistake, click
the restore link.
Posts are hidden wherever the posts would otherwise appear and
can affect the views of other users. Only use the hide button for
truly low-quality posts.

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Sales Productivity How the Components in the Social Intelligence Module Work

Social Actions on Posts in the Social Intelligence Module

After you register a Twitter account in Social Intelligence Module (SIM), you can do more with your Twitter posts. New social actions
include following or unfollowing a Twitter author, liking a tweet, or replying to a tweet.
Change Language Settings in the Social Intelligence Module
You can change the languages in the Social Intelligence Module (SIM) and customize it to derive category keywords in English,
French, German, Italian, and Spanish. Any post that isn't classified in one of the supported languages, is categorized as Unknown.
You can change the languages SIM supports.

Social Actions on Posts in the Social Intelligence Module

After you register a Twitter account in Social Intelligence Module (SIM), you can do more with your Twitter posts. New social actions
include following or unfollowing a Twitter author, liking a tweet, or replying to a tweet.

Publish or Reply to a Tweet in the Social Intelligence Module

You can engage with other Twitter accounts by publishing your own tweet or replying to an existing tweet right in the Social
Intelligence Module (SIM).
View Personal Twitter Feed in the Social Intelligence Module
When you register a Twitter account in the Social Intelligence Module (SIM), you can also view your personal Twitter feed from the
Application Tab page or the Salesforce Home Tab.

Publish or Reply to a Tweet in the Social Intelligence Module

You can engage with other Twitter accounts by publishing your own tweet or replying to an existing tweet right in the Social Intelligence
Module (SIM).
Before you can publish or reply to a tweet, connect a Twitter account in Social Intelligence Module.
1. In SIM, to publish a tweet:
a. On the Application Tab page, click New Post.
b. Enter your content, up to 280 characters.
c. To post your tweet, click Post.

2. In SIM, to reply to a tweet:

a. Click Reply.
For reference, the reply view appears with the post you're replying to.
b. In the reply view, enter your reply, up to 280 characters.
c. To send your reply, click Reply.

View Personal Twitter Feed in the Social Intelligence Module

When you register a Twitter account in the Social Intelligence Module (SIM), you can also view your personal Twitter feed from the
Application Tab page or the Salesforce Home Tab.
Before you can view your personal Twitter feed, connect a Twitter account in SIM.
1. To view your Twitter feed on the Application Tab page, click Personal Twitter in the Feeds section.
Your feed populates with tweets so you can like or reply to them.
2. To view your Twitter feed on the Salesforce Home Tab, add the social feed component to your page.

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Sales Productivity Register a Personal Twitter Account in the Social Intelligence
Module

a. Navigate to the Salesforce home page.

b.
Click , and then click Edit Page.
c. In the Lightning App Builder, search for your personal social feed.
d. Drag the personal social feed to where you want it on your page.
e. Save your changes, and then click Back.
You don't have to configure your Salesforce Home tab again even if you use a different Twitter account. And even if you use a
different Twitter account, your Salesforce Home Tab is already configured to show that account's feed.

Note: You can see up to five posts in your feed. To see more posts, click View More, and your Twitter feed appears in the
Application Tab page.

Change Language Settings in the Social Intelligence Module

You can change the languages in the Social Intelligence Module (SIM) and customize it to derive category keywords in English, French,
German, Italian, and Spanish. Any post that isn't classified in one of the supported languages, is categorized as Unknown. You can change
the languages SIM supports.
1.
In SIM, to edit your settings, click , and then click Your Settings.
2. From the languages tab, select the languages that SIM uses to populate posts.
3. Save the changes.
When you return to the application tab page, the posts derived from category keywords appear in the selected languages.

Register a Personal Twitter Account in the Social Intelligence Module

With your personal Twitter account added to the Social Intelligence Module (SIM), you can use social actions on tweets received in SIM.
You can only register one Twitter account at a time.
If you have more than one Twitter account, make sure that you register the right account in SIM. Before completing the registration
process, navigate to Twitter to log into your preferred Twitter account.
1. In SIM, go to the Application Tab page.
2.
Click , then click Your Settings.
At the Your Settings page, you can register or unregister your accounts.

3. To register your Twitter account, click + Connect New Account.

4. To allow SIM to access your account, click Authorize.
5. To disconnect the account, click Disconnect next to the account.

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Sales Productivity Salesforce to Salesforce

Salesforce to Salesforce
Salesforce to Salesforce makes it easy for businesses using Salesforce to share records and get
EDITIONS
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 Available in: Salesforce
records. You can see all of your sharing activity, manage your entire pipeline, share data across Classic
multi-tiered partnerships, and integrate your business processes with updates received from your
partners using workflow and assignment rules. Available in: Contact
Manager, Group,
Professional, Enterprise,
Set Up Salesforce to Salesforce Performance, Unlimited,
To set up Salesforce to Salesforce, you enable and configure it, connect to other Salesforce and Developer Editions
organizations, and start sharing data.
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 are 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.
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 org. This mapping syncs updates between the
fields for all shared records. Before you map fields, look at these important best practices.

Set Up Salesforce to Salesforce

To set up Salesforce to Salesforce, you enable and configure it, connect to other Salesforce
EDITIONS
organizations, and start sharing data.
Available in: Salesforce
1. Enable Salesforce to Salesforce Classic
From Salesforce to Salesforce Settings in Setup, you can easily enable Salesforce to Salesforce. Available in: Contact
After enabling Salesforce to Salesforce, you can’t disable it. However, you can control which Manager, Group,
data you share and with whom you share it. Professional, Enterprise,
2. Configure Salesforce to Salesforce Performance, Unlimited,
After enabling Salesforce to Salesforce, you create and assign a permission set to control which and Developer Editions
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.

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Sales Productivity Set Up Salesforce to Salesforce

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
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.
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 edits 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

Enable Salesforce to Salesforce

From Salesforce to Salesforce Settings in Setup, you can easily enable Salesforce to Salesforce. After
EDITIONS
enabling Salesforce to Salesforce, you can’t disable it. However, you can control which data you
share and with whom you share it. Available in: Salesforce
Note: Switch to Salesforce Classic before enabling Salesforce to Salesforce. If you’re using Classic
Lightning Experience, click your profile picture and select Switch to Salesforce Classic. Available in: Contact
1. From Setup, enter Salesforce to Salesforce Settings in the Quick Find Manager, Group,
box, then select Salesforce to Salesforce Settings. Professional, Enterprise,
Performance, Unlimited,
2. Click Edit. and Developer Editions
3. Select Enable.
4. Click Save. USER PERMISSIONS
You’re responsible for ensuring that appropriate contractual or other legal arrangements are in
To enable Salesforce to
place between you and your connected organizations. By enabling Salesforce to Salesforce, you Salesforce:
agree to allow Salesforce to process updates to information in your organization that is shared with • Modify All Data
other organizations.

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Sales Productivity Set Up Salesforce to Salesforce

When you enable Salesforce to Salesforce, a new user named “Connection User” is created. This user doesn’t count towards the number
of used licenses for your organization, and isn’t 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 can’t be modified and isn’t 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

Configure Salesforce to Salesforce

After enabling Salesforce to Salesforce, you create and assign a permission set to control which
EDITIONS
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 Available in: Salesforce
organizations. Classic
1. Create a permission set with the “Manage Connections” permission enabled and the Connection
Available in: Contact
tab set to Visible. Assign the permission set to users who will be working with Salesforce
Manager, Group,
to Salesforce connections. Giving the “Manage Queues” user permission to all users with the Professional, Enterprise,
“Manage Connections” user permission. This lets users create and manage queues for Performance, Unlimited,
connections without needing assistance from an administrator. and Developer Editions
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.
USER PERMISSIONS
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. To configure Salesforce to
Salesforce:
4. Add the Received Connection Name and Sent Connection Name columns to the related lists • Modify All Data
on the page layouts of the desired objects.
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, “[email protected].” 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.

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Sales Productivity Set Up Salesforce to Salesforce

Setting Description
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 Used to notify business partners of changes to an active connection profile.
Template

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
EDITIONS
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. Available in: Salesforce
Classic
Enable Connection Finder
Available in: Group,
Connection Finder lets you connect with businesses that use Salesforce so you can share data Professional, Enterprise,
with them. From Salesforce to Salesforce Connection Finder in Setup, you can enable it. Performance, and
Find Out if Your Businesses Partners Use Salesforce Unlimited Editions
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
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.
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.

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Sales Productivity Set Up 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.

SEE ALSO:
Set Up Salesforce to Salesforce

Enable Connection Finder

Connection Finder lets you connect with businesses that use Salesforce so you can share data with
EDITIONS
them. From Salesforce to Salesforce Connection Finder in Setup, you can enable it.
1. From Setup, enter Connection Finder in the Quick Find box, then select Salesforce Available in: Salesforce
to Salesforce Connection Finder. Classic
2. Click Edit. Available in: Group,
3. Select Enabled. Professional, Enterprise,
Performance, and
4. Click Save. The connection finder settings are now available to configure. Additionally, the Unlimited Editions
default email template and required related fields are created and available for use.

Note: Disabling Connection Finder inactivates outstanding surveys and removes the USER PERMISSIONS
Connection Finder button.
To enable Connection Finder
5. From Setup, enter Connection Finder in the Quick Find box, then select Salesforce and edit settings:
to Salesforce Connection Finder. • 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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Sales Productivity Set Up Salesforce to Salesforce

Find Out if Your Businesses Partners Use Salesforce

With Salesforce to Salesforce, businesses that use Salesforce can share records and get updated
EDITIONS
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 Available in: Salesforce
records. Then, using Salesforce to Salesforce, you can easily connect with organizations that use Classic
Salesforce and begin sharing data.
Available in: Group,
1. In the Contact list view, select the partners you want to survey and click Find Connections.
Professional, Enterprise,
(Find Connections doesn’t appear if the contact record doesn’t have a valid email address or Performance, and
isn’t associated with an account.) 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
USER PERMISSIONS
text, however, you must include the survey URL. You can’t edit body text if you chose multiple
recipients. To email partners asking if
3. Send the email. they use Salesforce:
• Send Email (single
Recipients have 90 days to respond to the survey before the survey link becomes invalid. The recipient)
response is recorded on the recipient’s contact and account records. A closed activity is also added
OR
to the contact.
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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Sales Productivity Set Up Salesforce to Salesforce

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
EDITIONS
them using Salesforce to Salesforce. To create that connection, you need to invite your business
partner. Available in: Salesforce
1. Create an account and an associated contact for your business partner (if they don’t already Classic
exist).
Available in: Contact
2. Click the Connections tab. Manager, Group,
3. Click New. Professional, Enterprise,
Performance, Unlimited,
4. Enter a contact name or use the lookup icon to select a contact. and Developer Editions
Important: Make sure that the email address is valid; otherwise, your invitation may be
sent to the wrong person. USER PERMISSIONS
5. Optionally, select a related account. The account associated with the connection can be changed To invite to a business
after the invitation is sent. partner to connect using
Salesforce to Salesforce:
6. Choose a user to manage the connection.
• 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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Sales Productivity Set Up Salesforce to Salesforce

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
EDITIONS
or reject that invitation by following these steps.
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. Available in: Contact
Manager, Group,
4. Click Accept or Decline. Professional, Enterprise,
If you aren't sure whether you want to accept or decline, click Decide Later. The invitation Performance, Unlimited,
displays on the Connections tab with a connection status of Invitation Received. You can easily and Developer Editions
accept or decline it at a later date.

When you accept or reject an invitation, the company that invited you receives an email notifying USER PERMISSIONS
them of your decision. The content of that email can be configured by changing the appropriate To accept or reject an
email template. invitation to connect using
Salesforce to Salesforce:
SEE ALSO: • Manage Connections

Salesforce to Salesforce
Guidelines for Using Salesforce to Salesforce
Connect with Your Business Partners using Salesforce to Salesforce

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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
EDITIONS
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 Available in: Salesforce
applied to a connection, the object and field rules are applied to that connection. Classic
There are rules for connection templates.
Available in: Contact
• Objects and fields that are not already published but are published in the connection template Manager, Group,
are published. Professional, Enterprise,
• Objects and fields that have the same publish or unpublish status as the template are unchanged. Performance, Unlimited,
and Developer Editions
• Objects and fields that are already published but are not published in the connection template
are unpublished.
USER PERMISSIONS
Creating and Editing Connection Templates To create, edit, and view
Connection templates allow you to define object and field publishing rules that can be applied to connection templates:
one or more standard Salesforce to Salesforce connections. • 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
EDITIONS
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 Available in: Salesforce
connections are automatically displayed on the Connections sub-tab. Classic
From the connection detail page, you can:
Available in: Contact
Accept an Invitation Manager, Group,
If a business partner has sent you an invitation to connect using Salesforce to Salesforce, click Professional, Enterprise,
Accept to accept the invitation. After you accept the invitation, you can subscribe to objects Performance, Unlimited,
that the connection has published and begin sharing objects with the connection using the and Developer Editions
Published Objects and Subscribed Objects related lists on a connection detail page.
Cancel an Invitation USER PERMISSIONS
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. 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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Sales Productivity Set Up Salesforce to Salesforce

• 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
EDITIONS
publish the objects that you want to share.
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. Available in: Contact
Manager, Group,
4. Select the objects to publish. Professional, Enterprise,
All custom objects in your organization appear in the list of objects, however, Salesforce to Performance, Unlimited,
Salesforce only supports deployed custom objects. You can’t publish objects that you don’t and Developer Editions
have permission to edit. You can only publish certain objects.
• Account USER PERMISSIONS
• Attachment (unencrypted)
To publish objects:
• Case • Manage Connections
• 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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Sales Productivity Set Up Salesforce to Salesforce

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
EDITIONS
standard objects that are published, a default set of fields is automatically published.
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. Available in: Contact
Manager, Group,
4. Select the fields you want to publish to your business partner. Deselect fields you no longer Professional, Enterprise,
want to publish. Performance, Unlimited,
You cannot publish fields that you do not have permission to edit. Changes to fields may not and Developer Editions
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 USER PERMISSIONS
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 To publish fields:
Salesforce to Salesforce. By default, the following fields are published. • 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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Sales Productivity Set Up Salesforce to Salesforce

Subscribe to Objects with Salesforce to Salesforce

When you are connected to a business partner using Salesforce to Salesforce, you can subscribe to
EDITIONS
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, Available in: Salesforce
but you can map custom objects to any custom object. For example, if your business partner has Classic
published a custom object named Prospects, you can map that to a custom object named Client.
Available in: Contact
1. Click the Connections tab.
Manager, Group,
2. Select the connection to modify. Professional, Enterprise,
Performance, Unlimited,
3. In the Subscribed Objects related list, click Subscribe/Unsubscribe.
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 To subscribe to published
when forwarded by your connected organization. This option only appears after you select a objects :
mapping. This option isn’t available for: • 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
EDITIONS
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 Available in: Salesforce
updated on the shared record in your organization. Classic
Before subscribing to fields, see Best Practices for Mapping Fields in Salesforce to Salesforce.
Available in: Contact
To map fields on a subscribed object: Manager, Group,
1. Click the Connections tab. Professional, Enterprise,
Performance, Unlimited,
2. Click the name of the connection you want to modify. and Developer Editions
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 USER PERMISSIONS
appropriate field in the drop-down list.
To subscribe to published
Note: Fields can only be mapped to fields with the same data type, length (for text and fields :
numeric fields) and decimal places (for numeric fields), so the drop-down list only shows • Manage Connections
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

Automate Updates with Workflow Rules in Salesforce to Salesforce

You can use workflow rules to automate updates to records and connections in Salesforce to
EDITIONS
Salesforce. You can use workflows for many processes, including updating values on picklists when
a connection edits the field. If your organization is set up to automatically accept records, workflow Available in: Salesforce
rules are triggered by any field you subscribed to. Classic
Tip: You can also use Process Builder to automate your processes. If you want your process Available in: Contact
to perform an action after you create an S2S record, make sure to create a scheduled action Manager, Group,
rather than an immediate action to allow S2S time to process the created records. Immediate Professional, Enterprise,
actions fire before shared record connection IDs are updated, resulting in shared records with Performance, Unlimited,
no connection IDs. Updates to records without connection IDs cannot reach the subscribing and Developer Editions
system. Workflow is available in:
Workflow rules are only triggered for records shared in Salesforce to Salesforce when you accept a Enterprise, Performance,
parent record, a child record is inserted, or you are subscribed to the fields that are configured to Unlimited, and Developer
trigger the workflow rules Editions

Some suggestions for criteria for workflow rules for Salesforce to Salesforce include:

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Sales Productivity Set Up Salesforce to Salesforce

• 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
• Title

Lead • Company
• Email
• Industry
• Lead
• Lead Source
• Name
• No. of Employees

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Object Fields Triggering Workflows

• 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.

Share Records Using Salesforce to Salesforce

Once you’ve created a connection to another Salesforce organization, you can share records and
EDITIONS
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 Available in: Salesforce
have direct access to records that you’re sharing. They have a record in their organization that is Classic
connected to your record through Salesforce to Salesforce. Any updates to the shared information
on either record are reflected on the other record. Available in: Contact
Manager, Group,
Note: For existing S2S customers, records your connections share are available in the new Professional, Enterprise,
user interface as long as their object type is supported in Lightning Experience; however, the Performance, Unlimited,
Created By and Modified By fields are no longer displayed. and Developer Editions

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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.
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

Forward Records to Another Salesforce Organization

To share records with a connected organization using Salesforce to Salesforce, you forward them
EDITIONS
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 Available in: Salesforce
publish that object. Classic

To forward a record, view it. Then, in the External Sharing related list, click Forward. Available in: Contact
Manager, Group,
To forward related or child records, you should select them when you’re forwarding the parent
Professional, Enterprise,
record. You can forward related records separately, but they won’t be related to their parent if they Performance, Unlimited,
aren’t forwarded with their parent. 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.
To assign records to a
2. Click Forward to Connections. connection:
3. Select the connection(s) to forward the record to in the Available Connections list. • Read and Edit on the
record
4. Click the Add arrow to move the connection(s) to the Selected Connections list.
To stop sharing a record:
5. Optionally select Send Notification Email (new invitees only) to send email notifying the • Read and Edit on the
connection's representative that you forwarded the record. Only new recipients of the record record
receive the email; connections that you previously forwarded the record to don't receive another To forward multiple records
email. to a connection:
6. Select the related or child records that you want to forward along with the parent. • Manage Connections

7. Click Save.
Any lead record you are forwarding must include a populated Company Name field.

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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

Accept Records Forwarded from a Connected Organization

With Salesforce to Salesforce, you can select which type of records you want to accept from a
EDITIONS
connected organization that shares them. You can’t accept forwarded records on the Salesforce
mobile app. Available in: Salesforce
Note: To be able to accept records of a certain type of object, your organization must first Classic
subscribe to that object. Available in: Contact
1. Select the tab of the record type you are accepting. For example, the Leads tab. Manager, Group,
Professional, Enterprise,
2. View a connections list view. For example, on the Leads tab, in the Leads from Connections Performance, Unlimited,
section, select a list view from the drop-down list. and Developer Editions
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
USER PERMISSIONS
most cases, if you accept a parent record, any related or child records forwarded with it are
automatically accepted. To accept shared records:
You can assign an accepted record to yourself, another user, a queue, or, if it is a lead or case, use • Read and Edit on the
your organization's assignment rules to automatically assign it. If the record is a child of another object
record you have accepted, you can assign it to the parent record when accepting it. To view records shared by a
connection:
When you accept an opportunity, you have the option to relate the opportunity to an object and
• Manage Connections or
a price book, and to relate the opportunity to a new account or opportunity, or to use an existing have access to the list
account or opportunity. If you create a new opportunity or account, you can also set the owner of view
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.

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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

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
EDITIONS
organization, any related or child records sent with it are automatically accepted as long as certain
criteria are met. Available in: Salesforce
Here’s the criteria for automatically accepting related or child records. Classic
• The child’s object type is published to your connection and your connection is subscribed it. Available in: Contact
• The parent record must already be accepted in the organization. Manager, Group,
Professional, Enterprise,
• The record must be related to the parent record.
Performance, Unlimited,
• The related record cannot have two master records. 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.
To accept or reject records:
Here’s criteria for attachments to be automatically accepted along with their parent. • Read and Edit on the
• The Attachment object type is published to your connection and your connection is subscribed record
to the object.
• 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.

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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

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.
Available in: Salesforce
• To track your survey responses in one location, create a custom list view or custom report. Also,
Classic
add the Connection Finder field to contact and account list views and reports.
• To track connection activity and details, create a “Connections with Accounts” custom report Available in: Contact
type. The report only displays connections that are associated with accounts. Manager, Group,
Professional, Enterprise,
• To view connection information for your published or subscribed objects, create custom report
Performance, Unlimited,
types for those objects.
and Developer Editions
• To view which records are shared with multiple connections, create a custom report for the
Workflow is available in:
shared objects. To view records shared with multiple connections in a list view, add the Sent
Enterprise, Performance,
Connection Name field to an existing or new view and verify that enhanced lists are
Unlimited, and Developer
disabled. 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. Available in: Salesforce
• You can stop sharing a related record from its parent record. Select the parent record. In the Classic
related list of the record you want to stop sharing, click Manage Connections in the Sent Available in: Contact
Connection Name column. Then, select the connection(s) that you want to stop sharing within Manager, Group,
the Selected Connections list. Click the Remove arrow to move the connection(s) to the Available Professional, Enterprise,
Connections list. Click Save. Performance, Unlimited,
• To stop sharing a record, view the record and click Stop Sharing in the External Sharing related and Developer Editions
list. You can only stop sharing records that you or your subordinates own. When you stop Workflow is available in:
sharing the record with a connection, changes to the record in your organization are not reflected Enterprise, Performance,
on the record in the connection's organization. The shared record is not deleted from the other Unlimited, and Developer
organization. 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.

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– 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:
– 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.

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• 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.
• 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
EDITIONS
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. Available in: Salesforce
Classic
Status of Shared Record Description
Available in: Contact
Active (sent) The record has been forwarded to and accepted by an Manager, Group,
external organization. Professional, Enterprise,
Performance, Unlimited,
Active (received) The record has been sent to you from an external
and Developer Editions
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.

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Sales Productivity Best Practices for Mapping Fields in Salesforce to Salesforce

Status of Shared Record Description

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

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 org. This
EDITIONS
mapping syncs updates between the fields for all shared records. Before you map fields, look at
these important best practices. Available in: Contact
Important: This information applies to standard Salesforce-to-Salesforce connections. Manager, Group,
Professional, Enterprise,
Auto-Mapping Fields Performance, Unlimited,
and Developer Editions
• When subscribing to fields, select Auto-Map Fields to automatically map your business
partner's fields to your fields. Click Save for your changes to take effect.
• For unmapped fields, Salesforce checks if the field's API name matches any of your fields. If no match exists, 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, and publish the field again.
• For a picklist field to be subscribable, the publishing and subscriber orgs' picklist field must:

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Sales Productivity Best Practices for Mapping Fields in Salesforce to Salesforce

– Both restrict or both not restrict to values defined in the value set
– Use the same API name for the picklist field

Mapping Currency Fields

• When you map a currency field, and a record shared by your connection uses a currency that your org hasn’t enabled:
– The shared record’s currency field isn’t updated when your org auto-accepts the record
– If you’re manually accepting the record, the currency is updated only if your org uses the same currency as the record
For example, suppose that your connection has shared an opportunity with you. Your org uses only the euro. Your connection
updates the opportunity amount to US$300. The opportunity amount isn’t updated in your record because your org doesn't
support the U.S. dollar.

• When you map a currency field and either you or your connection changes the currency on a record containing that field:
– Updates that you make to the field are no longer propagated to the other org
– Updates that your connection makes to the field aren’t reflected in your org

• You can map roll-up summary fields to currency fields with the same currency type. For example, a roll-up summary field 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 org and you subscribe to the Products object from
that connection, you must:
– Subscribe to all fields in the relevant Fields to Map column
– Map each field to the matching fields in your org

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 30 or more characters.

1078
Sales Productivity Best Practices for Mapping Fields in Salesforce to Salesforce

• You can map formula fields to fields of the same data type. For example, you can map a formula field that has a number data
type to a field with a number data type. If a formula field is a text data type, you can map it to a text field of 80 or more characters.
• You can’t map fields to formula fields. For example, you can map a formula field with a currency data type to a currency field,
but you can’t map a currency field 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)

General Mapping Best Practices

• When publishing fields, consider sending your business partner information about the fields. This information helps them to
create a mapping strategy that makes sense for your program.
• Translate your published custom field names into the languages that your partners use.
• 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, either:
– The fields must be enabled in both your org and your partner’s org
– Your partner’s org must be configured to auto-accept contacts

1079
Sales Productivity Video Conferencing

Video Conferencing
Let your sales reps use video conferencing to connect with customers remotely.
EDITIONS

Zoom Integration Available in: Lightning

Enable Zoom integration so reps can take advantage of automatic link creation in Salesforce Experience
Inbox and use Zoom as a video source in Einstein Conversation Insights. When Zoom integration Available with Salesforce
is on, Zoom records meetings and makes them available to Salesforce. Meetings in Performance
Microsoft Teams Integration and Unlimited Editions
Enable Microsoft Teams video integration so reps can use it as a source in Einstein Conversation when Einstein Activity
Insights. When integration is on, reps can record meetings and make them available to Salesforce. Capture is enabled

Google Meet Integration Available with Inbox in Sales

Enable Google Meet video integration so reps can use it as a source in Einstein Conversation Cloud, which is included in
Performance and Unlimited
Insights. When integration is on, reps can record meetings and make them available to Salesforce.
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1080
Sales Productivity Zoom Integration

Zoom Integration
Enable Zoom integration so reps can take advantage of automatic link creation in Salesforce Inbox
EDITIONS
and use Zoom as a video source in Einstein Conversation Insights. When Zoom integration is on,
Zoom records meetings and makes them available to Salesforce. Available in: Lightning
Experience
Set Up Zoom Integration
Available with Salesforce
Connect Salesforce with your company’s Zoom account. Then sales reps can connect their Meetings in Performance
Zoom accounts. and Unlimited Editions
Use Zoom Integration when Einstein Activity
When your company’s Zoom integration is turned on, connect your Zoom account to take Capture is enabled
advantage of Zoom features in Salesforce. Available with Inbox in Sales
Cloud, which is included in
Performance and Unlimited
SEE ALSO:
Editions and available for an
Einstein Conversation Insights extra cost in Professional
Add Zoom Video Conferencing to the Outlook and Gmail Integrations with Inbox and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1081
Sales Productivity Zoom Integration

Set Up Zoom Integration

Connect Salesforce with your company’s Zoom account. Then sales reps can connect their Zoom
EDITIONS
accounts.
Available in: Lightning
Turn On Zoom Integration Experience
Turn on Zoom integration for your Salesforce org. Accept the terms of service and approve the Available with Salesforce
Salesforce app. Meetings in Performance
Select Who Can Access Zoom Integration and Unlimited Editions
Selecting who can connect their Zoom accounts is as simple as assigning a permission set to when Einstein Activity
users. The permission set needs the Use Video Conferencing with Zoom app permission. Capture is enabled

Manage Excluded Addresses and Domains for Video Integration Users Available with Inbox in Sales
Video meetings aren't recorded if any meeting attendee is on an excluded email domain or Cloud, which is included in
Performance and Unlimited
address list. This Excluded Addresses list applies to all video integration users. Users can add
Editions and available for an
email addresses to their own Excluded Addresses list.
extra cost in Professional
Turn Off Zoom Integration and Enterprise Editions.
If your company no longer needs Salesforce connected with Zoom, turn off the Zoom integration. Inbox is also available for an
All users lose access to Zoom features in Salesforce, but still have access to existing recordings. extra cost in Service Cloud
and Lightning Platform.
Manage Zoom Data
Know where your Zoom meeting data is stored and how to manage it. Available with Sales
Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1082
Sales Productivity Zoom Integration

Turn On Zoom Integration

EDITIONS

Available in: Lightning

Experience

Available with Salesforce

Meetings in Performance
and Unlimited Editions
when Einstein Activity
Capture is enabled

Available with Inbox in Sales

Cloud, which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1083
Sales Productivity Zoom Integration

Turn on Zoom integration for your Salesforce org. Accept the terms of service and approve the
USER PERMISSIONS
Salesforce app.
To turn on Zoom video
Important: In Zoom, enable the Cloud recording and Audio transcript features so meetings
conferencing:
and their transcripts are available to Salesforce. After enabling the feature in Zoom, it may • Customize Application
take a few days before transcripts are available in Salesforce features such as Einstein
OR
Conversation Insights.
Modify All Data
1. From Setup, in the Quick Find box, enter Zoom Video Setup, and then select Zoom
Video Setup. To approve install of
Salesforce Sales Cloud 360
2. Accept the terms of service. in Zoom Marketplace
3. Select Go to Zoom Marketplace and approve install of the Salesforce Sales Cloud 360 app. • Zoom admin rights

To approve install, you need Zoom admin rights.

Note: In Zoom Marketplace, if the Install button is disabled, and the page has a toggle titled Approve install of this app,
then the Zoom admin must still approve the app.
In Zoom Marketplace, if the blue button Visit Site to Install is enabled, then the app has already been approved for installation.

4. Optionally, add excluded email addresses and domains. Meetings with attendees on the excluded lists aren’t recorded.
5. Turn on Zoom integration.
Sales reps are prompted in Salesforce to connect their Zoom accounts.

SEE ALSO:
Connect Your Zoom Account
Zoom Help Center

1084
Sales Productivity Zoom Integration

Select Who Can Access Zoom Integration

Selecting who can connect their Zoom accounts is as simple as assigning a permission set to users.
EDITIONS
The permission set needs the Use Video Conferencing with Zoom app permission.
These permission sets already include the Use Video Conferencing with Zoom app permission: Available in: Lightning
Experience
• Sales Engagement Cadence Creator
• Sales Engagement User Available with Salesforce
Meetings in Performance
• Sales Engagement Call Coaching User
and Unlimited Editions
• Inbox with Einstein Activity Capture when Einstein Activity
• Inbox without Einstein Activity Capture Capture is enabled
• Sales Cloud Einstein Available with Inbox in Sales
The permission set you're assigned determines which Zoom features are available to you. Cloud, which is included in
Performance and Unlimited
Editions and available for an
SEE ALSO: extra cost in Professional
User Permissions and Enterprise Editions.
User Permissions Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To manager permission sets

• Customize Application
OR
Modify All Data

1085
Sales Productivity Zoom Integration

Manage Excluded Addresses and Domains for Video Integration Users

Video meetings aren't recorded if any meeting attendee is on an excluded email domain or address
EDITIONS
list. This Excluded Addresses list applies to all video integration users. Users can add email addresses
to their own Excluded Addresses list. Available in: Lightning
Use these steps to set up your company’s excluded email addresses and domains and to manage Experience
the exclusions after the initial installation.
Available with Salesforce
1. From Setup, enter Video Settings in the Quick Find box, then select the Video Setup Meetings in Performance
page for a recording provider. and Unlimited Editions
when Einstein Activity
2. Click the Excluded Addresses tab.
Capture is enabled
3. Enter domains and email addresses in the Customer Domains, Internal Domains, and Email
Addresses fields. Available with Inbox in Sales
Activity capture solutions used in Sales Cloud, such as Einstein Activity Capture and Zoom Cloud, which is included in
Performance and Unlimited
integration, use the same Internal Domains list. Domains added or deleted from one feature
Editions and available for an
affect all the solutions that use the Internal Domains list.
extra cost in Professional
Note: We automatically use the domain name of the admin’s email address as the initial and Enterprise Editions.
internal domain entry. You can’t delete this entry, but you can add more internal domains. Inbox is also available for an
extra cost in Service Cloud
Meetings with only internal attendees are not processed or added to Salesforce. This does not and Lightning Platform.
include internal meetings with users who aren’t logged in with an internal domain. This might
occur if users are logged in as a guest or are calling in from a meeting room. These calls are Available with Sales
considered external and are processed. Engagement in Sales Cloud,
which is included in
Video meetings aren't available if any meeting attendee is on an excluded email domain or
Performance and Unlimited
address list. Typically, this scenario happens when attendees are external users. Editions and available for an
extra cost in Professional
You can specify excluded email addresses and domains before you turn on the video integration.
and Enterprise Editions.
Use the Excluded Addresses tab to manage the list of excluded addresses and domains.
Sales Engagement is also
available for an extra cost in
SEE ALSO: Service Cloud and Lightning
Exclude Emails and Events from Being Added to Salesforce Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To manage excluded
addresses and domains:
• Customize Application
OR
Modify All Data

1086
Sales Productivity Zoom Integration

Turn Off Zoom Integration

If your company no longer needs Salesforce connected with Zoom, turn off the Zoom integration.
EDITIONS
All users lose access to Zoom features in Salesforce, but still have access to existing recordings.
1. From Setup, in the Quick Find box, enter Zoom Video Setup, and then select Zoom Available in: Lightning
Video Setup. Experience
2. Turn off Zoom integration in the last step. Available with Salesforce
3. Confirm that you’re turning off Zoom integration. Meetings in Performance
and Unlimited Editions
To turn Zoom integration back on, accept the terms of service. Sales reps are prompted to reconnect when Einstein Activity
their accounts. Capture is enabled

Available with Inbox in Sales

SEE ALSO: Cloud, which is included in
Manage Zoom Data Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To turn off Zoom video

conferencing:
• Customize Application
OR
Modify All Data

1087
Sales Productivity Zoom Integration

Manage Zoom Data

Know where your Zoom meeting data is stored and how to manage it.
EDITIONS
Zoom stores the meeting recording, which includes the video and audio. Salesforce can access the
recording. Available in: Lightning
Experience
Salesforce stores information about the meeting, such as the length of the meeting.
• When Zoom integration is turned off, data for existing recorded meetings and information is Available with Salesforce
still available in Zoom. However, information isn't collected for future meetings. Meetings in Performance
and Unlimited Editions
• To permanently remove access from Salesforce to individual meeting recordings and information, when Einstein Activity
use the Video Calls home page. Capture is enabled
• To permanently remove access to meeting recordings and information based on the email
Available with Inbox in Sales
address of the attendee, use Einstein Conversation Insights. From Setup, in the Quick Find box,
Cloud, which is included in
enter Delete Video Calls, and then select Delete Video Calls.
Performance and Unlimited
• To permanently remove access to all meeting recordings and information, submit a GDPR Editions and available for an
request or uninstall the Salesforce app from your Zoom account. extra cost in Professional
Users can disconnect their Zoom accounts. To delete their individual data, they can uninstall the and Enterprise Editions.
Salesforce app from their Zoom account. Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.
SEE ALSO:
Available with Sales
Einstein Conversation Insights
Engagement in Sales Cloud,
Disconnect Your Zoom Account in Salesforce which is included in
Uninstall the Salesforce App from Your Zoom Account Performance and Unlimited
Editions and available for an
Data Deletion: Delete Personal Data
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1088
Sales Productivity Zoom Integration

Use Zoom Integration

When your company’s Zoom integration is turned on, connect your Zoom account to take advantage
EDITIONS
of Zoom features in Salesforce.
Available in: Lightning
Connect Your Zoom Account Experience
When an admin turns on the Zoom integration, users with the correct permission see a banner Available with Salesforce
inviting them to connect their Zoom accounts. Meetings in Performance
Manage Excluded Addresses for Your Individual Video Provider Integration and Unlimited Editions
Your admin has specified email addresses and email domains for which meeting recordings when Einstein Activity
and meeting information, such as start and end times, aren’t available. That list applies to Capture is enabled
everyone in your company using video integration. You can also exclude email addresses that Available with Inbox in Sales
apply to your video integration only. If someone on either your list or the company’s list is a Cloud, which is included in
meeting attendee, meeting recordings and information aren’t available to Salesforce. Performance and Unlimited
Troubleshoot Connecting Your Zoom Account Editions and available for an
extra cost in Professional
Review possible reasons for why you can’t connect to Zoom.
and Enterprise Editions.
Disconnect Your Zoom Account in Salesforce Inbox is also available for an
If you don’t use the Zoom features in Salesforce, you can disconnect your Zoom account. extra cost in Service Cloud
and Lightning Platform.
Uninstall the Salesforce App from Your Zoom Account
If you no longer use the Zoom features in Salesforce, in addition to disconnecting your Zoom Available with Sales
account in Salesforce, uninstall the Salesforce app from your account in Zoom. You’re asked if Engagement in Sales Cloud,
you want to keep your Zoom data in Salesforce. which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1089
Sales Productivity Zoom Integration

Connect Your Zoom Account

When an admin turns on the Zoom integration, users with the correct permission see a banner
EDITIONS
inviting them to connect their Zoom accounts.
1. Click Take Me There in the banner. Or, from Personal Settings, enter Video Accounts Available in: Lightning
in the Quick Find box, then select Video Accounts. Experience
2. Accept the terms of service. Available with Salesforce
3. Optionally, add excluded email addresses. Meetings with attendees on the excluded list aren’t Meetings in Performance
recorded. and Unlimited Editions
when Einstein Activity
4. To connect your account, click Connect. Capture is enabled
Connect your company Zoom account to use Zoom with Salesforce. If another Salesforce user Available with Inbox in Sales
connects to the same Zoom account, meetings are no longer recorded for the previously Cloud, which is included in
connected user. Performance and Unlimited
Editions and available for an
Tip: If you use Einstein Conversation Insights and Zoom is set up as a recording source, your extra cost in Professional
individual recorded meetings are available in the Video Calls page. and Enterprise Editions.
Inbox is also available for an
SEE ALSO: extra cost in Service Cloud
and Lightning Platform.
Manage Excluded Addresses for Your Individual Video Provider Integration
Troubleshoot Connecting Your Zoom Account Available with Sales
Engagement in Sales Cloud,
Einstein Conversation Insights which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To enable Zoom video

conferencing:
• Customize Application
OR
Modify All Data

1090
Sales Productivity Zoom Integration

Manage Excluded Addresses for Your Individual Video Provider Integration

Your admin has specified email addresses and email domains for which meeting recordings and
EDITIONS
meeting information, such as start and end times, aren’t available. That list applies to everyone in
your company using video integration. You can also exclude email addresses that apply to your Available in: Lightning
video integration only. If someone on either your list or the company’s list is a meeting attendee, Experience
meeting recordings and information aren’t available to Salesforce.
Available with Salesforce
1. From Personal Settings, enter Video Accounts in the Quick Find box, then select Video
Meetings in Performance
Accounts. and Unlimited Editions
2. Click the Excluded Addresses tab. when Einstein Activity
Capture is enabled
3. Enter email addresses in the Email Addresses field.
For example, many users enter their personal email address. Then any personal video calls that Available with Inbox in Sales
they set up aren’t recorded. Cloud, which is included in
Performance and Unlimited
Meetings with only internal attendees are not processed or added to Salesforce by default.
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To manage excluded
addresses
• Use Video Conferencing
with Zoom

1091
Sales Productivity Zoom Integration

Troubleshoot Connecting Your Zoom Account

Review possible reasons for why you can’t connect to Zoom.
EDITIONS
• You used an account other than your Salesforce account.
Available in: Lightning
Connect your company Zoom account to use Zoom with Salesforce. If another Salesforce user
Experience
connects to the same Zoom account, meetings are no longer recorded for the previously
connected user. Available with Salesforce
Meetings in Performance
• You opened the Video Connected Account page before the Zoom integration finished setting
and Unlimited Editions
up, and it's not ready for you. when Einstein Activity
Before you can connect your Zoom account, your company’s Zoom integration must be set Capture is enabled
up.
Available with Inbox in Sales
• Your company’s Zoom integration was turned off before you connected. Cloud, which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1092
Sales Productivity Zoom Integration

Disconnect Your Zoom Account in Salesforce

If you don’t use the Zoom features in Salesforce, you can disconnect your Zoom account.
EDITIONS
1. From Personal Settings, enter Video Accounts in the Quick Find box, then select Video
Accounts. Available in: Lightning
Experience
2. Click Disconnect and confirm that you’re disabling Zoom integration for your account.
You lose access to Zoom features in Salesforce, but you can still access existing recordings. Available with Salesforce
If your company’s Zoom integration is turned on, you can reconnect your Zoom account from Video Meetings in Performance
Accounts in your personal settings. and Unlimited Editions
when Einstein Activity
Capture is enabled
SEE ALSO:
Available with Inbox in Sales
Uninstall the Salesforce App from Your Zoom Account
Cloud, which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

USER PERMISSIONS

To turn off Zoom video

conferencing:
• Customize Application
OR
Modify All Data

1093
Sales Productivity Zoom Integration

Uninstall the Salesforce App from Your Zoom Account

If you no longer use the Zoom features in Salesforce, in addition to disconnecting your Zoom
EDITIONS
account in Salesforce, uninstall the Salesforce app from your account in Zoom. You’re asked if you
want to keep your Zoom data in Salesforce. Available in: Lightning
1. Log in to your Zoom account and navigate to the Zoom App Marketplace. Experience
2. Click Manage, then click Installed Apps. Available with Salesforce
3. Search for the Salesforce app and select it. Meetings in Performance
and Unlimited Editions
4. Click Uninstall. when Einstein Activity
5. Decide if you want to keep any Zoom data in Salesforce. Capture is enabled

Warning: If you choose not to keep Zoom data in Salesforce, the meeting Available with Inbox in Sales
recordings and information for all your Salesforce Zoom accounts—active and Cloud, which is included in
inactive—are deleted. This access can’t be restored. Performance and Unlimited
Editions and available for an
Note: When you disconnect an account, it doesn’t appear as disconnected until you log out extra cost in Professional
and Enterprise Editions.
of Salesforce and then log in again.
Inbox is also available for an
extra cost in Service Cloud
and Lightning Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions and available for an
extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales Cloud

Einstein, which is available
in: Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

1094
Sales Productivity Microsoft Teams Integration

Microsoft Teams Integration

Enable Microsoft Teams video integration so reps can use it as a source in Einstein Conversation
EDITIONS
Insights. When integration is on, reps can record meetings and make them available to Salesforce.
Microsoft Teams support is limited to orgs under 30,000 users at the beginning of Spring ’24. Available in: Lightning
Experience
Microsoft Teams meetings created within the context of a channel are not supported. Channel
meetings are saved to SharePoint and are not processed by Einstein Conversation Insights. Available in Einstein
Conversation Insights, which
is available in Enterprise,
Set Up Microsoft Teams Integration
Performance, and
Turn on Microsoft Teams integration for your Salesforce org. Accept the terms of service and
Unlimited Editions
enable video integration.
Available for an extra cost in
Connect Your Microsoft Teams Account Enterprise Edition for use
When an admin turns on the Microsoft Teams integration, users with the correct permission with more than 10 users
see a banner inviting them to connect their Microsoft Teams accounts.

Set Up Microsoft Teams Integration

Turn on Microsoft Teams integration for your Salesforce org. Accept the terms of service and enable
EDITIONS
video integration.
To improve speaker identification, we recommend turning on Einstein Activity Capture. Einstein Available in: Lightning
Conversation Insights can use Einstein Activity Capture calendar integration to match call participants Experience
with existing contact records.
Available in Einstein
Note: Prior to enabling Microsoft Teams integration, make sure your Teams settings are Conversation Insights, which
configured for optimal use with Einstein Conversation Insights. is available in Enterprise,
Performance, and
• From Teams admin center, navigate to Meetings > Meeting policies. Then turn on Unlimited Editions
Attendance & engagement reports.
Available for an extra cost in
• In a New Meeting window, navigate to Options > Engagement. Check that Allow Enterprise Edition for use
attendance report is on. with more than 10 users
• From Settings, navigate to the Privacy section. Check that Identify me in attendance
reports is turned on.
• With these settings enabled, verify that you can see the meeting attendance displayed
USER PERMISSIONS
under the Attendance tab in calls. To enable Einstein
Conversation Insights:
1. From Setup, in the Quick Find box, enter Microsoft Teams Video Setup, and then
• Customize Application
select Microsoft Teams Video Setup.
To connect Microsoft Teams
2. Accept the terms of service. accounts
3. Optionally, add excluded email addresses and domains. Meetings with attendees on the excluded • Microsoft Teams admin
lists aren’t recorded. access

4. Turn on Microsoft Teams integration.

Microsoft Teams admin credentials are needed to enable video integration.

After video recording providers are enabled at the org level, users need to connect their accounts to use them with Einstein Conversation
Insights.

1095
Sales Productivity Google Meet Integration

Connect Your Microsoft Teams Account

When an admin turns on the Microsoft Teams integration, users with the correct permission see a
EDITIONS
banner inviting them to connect their Microsoft Teams accounts.
1. Click Take Me There in the banner. Or, from Personal Settings, enter Video Accounts Available in: Lightning
in the Quick Find box, then select Video Accounts. Experience
2. Accept the terms of service. Available in Einstein
3. Optionally, add excluded email addresses. Meetings with attendees on the excluded list aren’t Conversation Insights, which
recorded. is available in Enterprise,
Performance, and
4. To connect your account, click Connect. Unlimited Editions
Tip: If you use Einstein Conversation Insights and Microsoft Teams is set up as a recording Available for an extra cost in
source, your individual recorded meetings are available in the Video Calls page. Enterprise Edition for use
with more than 10 users
Microsoft Teams meetings created within the context of a channel are not supported. Channel
meetings are saved to SharePoint and are not processed by Einstein Conversation Insights.
USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Google Meet Integration

Enable Google Meet video integration so reps can use it as a source in Einstein Conversation Insights.
EDITIONS
When integration is on, reps can record meetings and make them available to Salesforce.
Available in: Lightning
Set Up Google Meet Integration Experience
Turn on Google Meet integration for your Salesforce org. Accept the terms of service and enable Available in Einstein
video integration. Conversation Insights, which
Connect Your Google Meet Account is available in Enterprise,
When an admin turns on the Google Meet integration, users with the correct permission see a Performance, and
banner inviting them to connect their Google Meet accounts. Unlimited Editions
Available for an extra cost in
Enterprise Edition for use
with more than 10 users

1096
Sales Productivity Google Meet Integration

Set Up Google Meet Integration

Turn on Google Meet integration for your Salesforce org. Accept the terms of service and enable
EDITIONS
video integration.
To improve speaker identification, we recommend turning on Einstein Activity Capture. Einstein Available in: Lightning
Conversation Insights can use Einstein Activity Capture calendar integration to match call participants Experience
with existing contact records.
Available in Einstein
1. From Setup, in the Quick Find box, enter Google Meet Video Setup, and then select Conversation Insights, which
Google Meet Video Setup. is available in Enterprise,
Performance, and
2. Accept the terms of service.
Unlimited Editions
3. Optionally, add excluded email addresses and domains. Meetings with attendees on the excluded
Available for an extra cost in
lists aren’t recorded.
Enterprise Edition for use
4. Turn on Google Meet integration. with more than 10 users
After video recording providers are enabled at the org level, users need to connect their accounts
to use them with Einstein Conversation Insights.
USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

Connect Your Google Meet Account

When an admin turns on the Google Meet integration, users with the correct permission see a
EDITIONS
banner inviting them to connect their Google Meet accounts.
1. Click Take Me There in the banner. Or, from Personal Settings, enter Video Accounts Available in: Lightning
in the Quick Find box, then select Video Accounts. Experience
2. Accept the terms of service. Available in Einstein
3. Optionally, add excluded email addresses. Meetings with attendees on the excluded list aren’t Conversation Insights, which
recorded. is available in Enterprise,
Performance, and
4. To connect your account, click Connect. Unlimited Editions
Tip: If you use Einstein Conversation Insights and Google Meet is set up as a recording source, Available for an extra cost in
your individual recorded meetings are available in the Video Calls page. Enterprise Edition for use
with more than 10 users

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

1097
INDEX

Dialer (continued)
A release number 944
Accepting
remove permission set 944
events 1010
usage 942
Accounts
DNS txt record term 833
assigning to synced contacts 599
Activities E
archived 1024
Einstein Activity Capture
report 1027
activity reports 421–423
reports 1026
assign users 316
setup 1029
attendee 400
using reminder window 1021
contact sync 405, 412
activities reports 1027–1028
disable contacts 307
Automated Activity Capture
disable emails 307
setup groups 68, 345
disable events 307
e 401
B enable 351, 363, 365
bulk email 861, 863
Essentials 316
Bulk email 861
event series sync 392
event sync 385, 400
C excluded addresses 304, 358
calendar 987 inactive users 379
Calendar invitation response 400
icons 996 select users 314
sharing 993–994 setup 312, 316
Call Monitoring sharing 363
enable 941 system requirements 297
call scripts 113 email 883
Connections Email
connection templates 1063 create a DKIM key 833
Considerations email relay 796
Send through Salesforce 776 enable 795
Contacts overview 829, 871
assigning accounts to synced 599 salesforce 768
unresolved 599 send bulk email 861
create a calendar 987 send list email 861
create a calendar from a Salesforce object 987 send mass email 861
custom report type activities 1027–1028 Send through Salesforce 776
Email Relay
D setup 799
Declining email templates 113, 883
events 1010 Email templates
Dialer adding images 917
assign a number 934–935 Email to Salesforce
create permission set 940 create a DKIM key 833
implementation prerequisites 937

1098
Index

Enhanced Email
enable 795
M
mass email 861, 863
Events
Mass email 861
accepting or declining 1010
Mass mail 861
adding to other calendar applications 1008
Multi-person events 1007
adding to Outlook 1010
My Unresolved Items
creating 999, 1006
contacts 599
invitations 1010
recurring 999, 1006
syncing with Google 1010
N
syncing with Outlook 1010 Notes
viewing details 984 guidelines 1037
Events and calendars 970
Events with invitees
O
creating 1007 Outlook
adding events 1008, 1010
F syncing events 1010
Fields
events 978
R
regenerated tasks 959
G Reminders
Gmail integration popup window 1021
set up 235 repeating tasks 959
Google Calendar™
adding events 1008
S
Sales Dialer
I assign a number 934–935
iCal® create permission set 940
adding events 1008 implementation prerequisites 937
Icons release number 944
calendar 996 remove license 944
Images remove permission set 944
adding to email templates 917 usage 942
Inviting people to an event 1007 Sales Dialer Call Monitoring
enable 941
L Sales Dialer Local Presence
enable 941
Lightning Sync
Sales Engagement
connection 510–511, 513–514
cadences
data flow 509–510
101, 109–110, 115, 118–122, 125–127, 129, 140–
design 510
142, 144, 172, 175
manage users 578
add targets 120–121
security 509–511, 513–515
add targets automatically 127, 172, 175
sync transactions 515
create 110
User license support 509
delete 115, 118, 125–126, 144
list email 861, 863
examples 129
List email 861
remove targets 122
Local Presence
view 119
enable 941
Cadences 96
call scripts 113

1099
Index

Sales Engagement (continued)

considerations 46–49, 51–55, 57
T
task
email integration 72
notification 977
overview 44, 143, 146, 152–153, 156
notify 977
Salesforce to Salesforce
remind 977
accepting records 1072
reminder 977
connections 1064
task notifications 959
report activity 1074
Tasks
workflows 1068
email notifications 965
send email 819–820, 822, 824
group 968–969
Shared Activities
To-dos 950
enable 963–964, 1032
Sharing
calendar 993–994
U
Syncing Unresolved contacts
Lightning Sync security 509–511, 513–514 assigning to accounts 599
Lightning Sync transactions 515

1100