Salesforce Outlook Integration Can Be Confusing for Anyone
Salesforce.com has had the ability to integrate with Microsoft Outlook for many years. It is an important Salesforce integration and an area that we receive a lot of questions on.
It is an area that can be confusing to even senior level Salesforce administrators, so I thought I would share some tips and best practices on using the two versions that Salesforce.com supplies.
First off, here are the system requirements for each. Depending on your computer’s configuration, you may be limited to only one version.
Connect for Outlook Version 3.3.111:
* Requires Microsoft Windows 2000, XP, Vista, or 7
* XP, Vista, or 7 must be 32-bit only; 64-bit is not supported
* Requires Microsoft Outlook XP (2002), 2003, or 2007
Salesforce for Outlook Version 1.3.170:
* Requires Microsoft Windows XP, Vista, or 7
* XP and Vista must be 32-bit only, 7 can be 32-bit or 64-bit
* Requires Microsoft Outlook 2007 or 2010
* Both Outlook versions must be in 32-bit; 64-bit is not supported at this time
* The Windows time zone must match the time zone set in the user’s Salesforce.com profile.
If you are able to run either Salesforce Outlook integration solution that Salesforce provides, the strengths and weakness of the two options should be investigated to see which one best meets your requirements.
Salesforce for Outlook has limitations on associating tasks and emails so if this is important to you Connect for Outlook may be a better choice even though it is the older of the two products.
However, this is supposed to be fixed with Salesforce Summer ’11 release due out soon so if you can wait Salesforce will fix the issue for you and you should be able to use Salesforce for Outlook.
Salesforce for Outlook will attempt to automatically associate emails to contacts, leads, and opportunities (if enabled) based on the To and CC fields of the email.
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 attaches 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 the Salesforce contact is listed on multiple open Salesforce opportunities in the contact roles related list, all open opportunities will have that email attached, regardless of relevance.
For Salesforce for Outlook to associate emails to other standard or custom objects you will need to manually associate them in your unresolved items list. With Connect for Outlook, you select the association when you add the email to Salesforce.
Tip:
Before you install either program, regardless of your Salesforce license type, you first need to decide which Outlook contact folder you want to use. This is an important first step and if not done correctly, can add lots of duplicate records to Microsoft Outlook or Salesforce….or worse: you could loose data when trying to clean up the records.
In Connect for Outlook, if you choose your default Outlook contact folder and default sync settings, then all your Salesforce contacts will be in your Outlook contacts folder along with the ones already there. This can be a mess to clean up if you have thousands of contacts in Salesforce.
Salesforce for Outlook uses Outlook folders to limit which records sync with Salesforce.com. If you’re syncing both ways or syncing only from Outlook to Salesforce, moving a record out of a synced Outlook folder deletes that record in Salesforce.
If you are syncing both ways or syncing Salesforce to Outlook, removing a record from Salesforce deletes that record in Outlook.
Secret:
For these reasons, we recommend creating a new contacts folder in Outlook that is empty and using that to sync with Salesforce.
This allows you to keep your personal contacts, like mom or dad, out of Salesforce and eliminates the possibility of getting duplicates in either Outlook or Salesforce. Then, after the first sync, you can decide if any contacts in your default folder should be moved to your new Salesforce folder.
With Connect for Outlook, you have the option to automatically mark for sync (in the preferences menu) any new records you create. For existing records (contacts, tasks, and events), you can select each one (or Ctrl click to select multiple records) and then mark or unmark for sync. If the contact’s account record exists in Microsoft Outlook but not in your Salesforce CRM system, you will be asked to create the account in Salesforce.com first and then associate the contact to it.
With Salesforce for Outlook, all items in your designated sync folders sync with Salesforce. Items in Salesforce that are marked private or aren’t associated with other records are visible only to you and your Salesforce administrator. To keep an item private once it syncs, locate it in My Unresolved Items, and just choose the option to not assign it to other records.
Tip:
Be careful about removing personal items that have synced into Salesforce with Salesforce for Outlook. If you’re syncing from Salesforce to Outlook or syncing both ways and delete a record in Salesforce, that record is automatically deleted in Outlook. This is why you should use a different folder. I would hate to see your record get deleted due to a de-duplication process or a purge of old records with no activities.
With both of these sync options you may have a lot of records that either need to be manually synced and created, or that you need to review in your unresolved items, in order to have them all synced up properly. This can be a real problem with Salesforce Outlook integration, especially with a new Salesforce.com deployment where there is a lot of data synchronization that needs to be done.
Here is an easier way:
Tip:
All versions of Microsoft Outlook allow you to export your contacts to an Excel or CSV file. From this file, you can have your Salesforce system administrator or your CRM administrator upload them into Salesforce before you install either connector. Then, when you sync, you will have all of your Salesforce and Outlook contacts in your new folder and you can just use the other folder for personal contacts.
When downloading either version, I have found that saving the file to your computer and running it from there better than running it directly from the download. This seems to be the norm with any program you download but is especially true with Connect for Outlook.
On the Connect for Outlook page in Salesforce, there is a paragraph two lines down from the Install Now button that starts with “Alternately, click here to download the installer to your desktop”. Use that link to download it before installing it. For Salesforce for Outlook, choose Save instead of Open at the download pop-up.
Tip:
Be sure Microsoft Outlook and all other Office applications are closed before installing or the install will fail. If you are upgrading from Connect for Outlook to Salesforce for Outlook, be sure to uninstall the previous version first. Once installed, go ahead and open Outlook. When the startup screen comes up, you will need to enter your Salesforce username and password.
Salesforce for Outlook will ask you what folders to use before it starts to sync. Connect for Outlook uses your default folder from the start so if you have created a new folder, do not sign into it or it will sync the wrong folder.
Tip:
Connect for Outlook uses a security token so depending on your Salesforce security settings, you may not be able to connect without the token. To get a new token from Salesforce, log into Salesforce and then go to Setup > Personal Information > My Personal Information > Reset My Security Token. You will get an email with a new token that can be pasted after your password so you can use Connect for Outlook on any network.
Tip:
With Connect for Outlook, to ensure that you sync with the proper folder, cancel the initial startup screen. Then, in Outlook, go to Tools > Salesforce.com Options. On the General tab, you can enter your username and password. Then, after entering your password, paste your token after the password and click the Verify button to confirm your credentials are correct.
Then go to the Contacts tab and select the folder you want to sync with. This is the only way to change Outlook sync folders from the default so this must be done before you log in and sync or you are back to square one and you may have a lot of clean up to do.
Adjust any other settings on the other tabs while you are here. The Help button on the General tab will explain the different choices you can make. The Advanced buttons on the other tabs allow you to modify conflict and confirmation settings.
We do not recommend making any changes on the Field Maps tab unless you have custom fields in Outlook that you need to map to Salesforce.
Once you have either version properly configured, you are now ready to sync emails and other records with Salesforce.
I hope these tips help you to enjoy a seamless Salesforce Outlook integration.
See our other blogs for more differences between these two Outlook integration solutions:
Reviews of Salesforce for Outlook:
From Salesforce Spring 11 release
From Salesforce.com Winter 11 release
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Nice write-up. The question I always have is how to handle SF contacts known by multiple users. If SF only syncs contacts User A owns but User B also knows some of the same contacts, how does User B get those contacts to sync to Outlook?
Given the problems in inherit with all Outlook -> CRM sync solutions, it would be best to use CRM -> Outlook the SF CRM is the system of record.
Any ideas?
Hi Dave,
Depending on your configuration, there are a few ways to handle syncing of contacts not owned by the user. Connect for outlook allows syncing by groups and Salesforce for Outlook allows the administrator to set up data sets involving teams or people followed in Chatter. There are just too many variables to list them all here and they all have their limitations.
Salesforce should always be the system of record when syncing with Outlook so that all users have the proper access to your data.
Please feel free to contact us if you would like to explore your syncing options with Salesforce.
Thanks for this article. It’s very helpful!
Just one question: does Connect for Outlook require the use of Exchange? Or can we direct our gmails to Outlook and use it that way? I’m asking because we like the Tasks/Events sync possible with Connect for Outlook and this doesn’t exist with Gmail to Salesforce at this time.
Thanks!
Hi Roslyn,
Connect for Outlook does not require an Exchange server. It can be run from any computer that meets the system requirements.
You can have Outlook check your Gmail accounts for email and then use the “Add Email” button in Outlook to add them to Salesforce.
You can also use the tool from Gmail in the link below to sync your Google calendar to Outlook and then use Salesforce for Outlook to sync those same tasks and events into Salesforce.
http://www.google.com/support/calendar/bin/answer.py?answer=98563
Hello,
Your article has been a lot of help for me.
I am new using salesforce.
I am having trouble with my salesforce and outlook 2010
First, I am trying Desktop Integration->Salesforce for Outlook, I have click the option “To get started with Salesforce for Outlook, first create an Outlook configuration”, and I checked SalesForce to Outlook. But now I want to change that to “Outlook to Salesforce” or both ways, where can I change that?
Could you tell me more about “To get started with Salesforce for Outlook, first create an Outlook configuration”??
Thanks.
Hi Ruth,
Before any of your users can download and install Salesforce for Outlook, they will need to be associated to an Outlook Configuration. This is where you set up what syncs as well as how it syncs (SF to Outlook, Outlook to SF, or both).
You can access these configurations (assuming you are a system administrator) by going to Setup > Administration Setup > Desktop Administration > Outlook Configurations in Professional edition or above. Group edition has a default configuration that cannot be edited.
Once on the list of configurations, edit the one you want to change and you will see the “Sync Direction” picklists for each object (Contacts, Events, and Tasks) as you scroll down. Make your change and save.
We have a video series on Salesforce for Outlook that you may find helpful. It covers both the admin and end user aspects of the tool. I have pasted the link below for your convenience.
http://info.starrforce.com/salesforce-for-outlook-video-series/
Hello again,
Thanks for your help. I am succesfully integrated salesforce and Outlook.
Now, I would like to configure it on my MAC, the version I am using is 10.6.8, and I am using outlook and office for mac.
I hope you have exellent videos for this also.
Thanks again.
Ruth
Hi Ruth,
I am glad to hear that your Outlook integration was sucessful. At this time, Salesforce does not have a native integration with Outlook on the Mac. We encourage you to vote and comment on this requested feature on the IdeaExchange. I have pasted the link below for your convenience:
http://success.salesforce.com/ideaview?id=08730000000IrxLAAS
You can find some workarounds like using MailDrop or Parallels on the Salesforce Answers link below:
http://success.salesforce.com/questiondetail?qId=a1X30000000HYqWEAW
Since there are many different workarounds, we recommend researching this fully before deciding on a solution to ensure it will fit your needs.
Great writeup! Thanks. A few questions:
Ownership Change:
Will a change in contact ownership (Rep A’s Accounts are assigned to rep B, and sharing rules disallow A from Seeing them anymore) result in the contacts being removed from Rep A’s outlook contacts.
Dueling Versions:
I’d heard of some users loading both versions (SF4O and Connect), and using SF4O for synching, but Connect for loading email attachments directly to objects. This smells dangerous. What are your thoughts?
Contact Sharing (and system of Record):
When you stated above that SFDC should be the system of record, do you mean that you recommend against 2-way synching? I imagine a user deleting a contact that they can see, but do not own. Is there another way to disallow users from sending Deletes from outlook? (i.e. permissions in SFDC)?
Hi John,
For “Ownership Change”, yes, if the user no longer has visibility to a contact (or account) in Salesforce, then those records will be removed from that user’s Outlook on the next sync.
For “Dueling Versions”, below is pasted from the Salesforce help file:
“Can I have Salesforce for Outlook and Connect for Outlook installed at the same time?
Yes, you can have both products installed, but for best performance, we recommend removing Connect for Outlook and using only Salesforce for Outlook. To hide Connect for Outlook temporarily, right-click your Outlook toolbar and deselect Connect for Outlook.”
The only Outlook version that is compatible with both versions is 2007 and I have not personally tested this scenario but I can foresee issues when upgrading to 2010 or a later version. Hopefully you have a good Outlook guru around if something goes wrong
For “Contact Sharing”, yes, you can set up profiles (in Enterprise Edition or above) so that users do not have the ability to delete contacts. Salesforce makes it well known in the help files that if configurations are set to sync contacts both ways, and a contact is deleted in Outlook, it WILL be deleted in Salesforce.
If configurations are set to sync from Salesforce to Outlook, then users must update contact records in Salesforce and any deletions in Outlook will not be pushed back to Salesforce. The settings you use will need to be based on data security against convenience.
Many Thanks.
So to confirm, two-way synching will override a profile setting that says my user cannot delete a contact. I’ll also test to confirm.
Hi John,
No, if a profile does not allow deleting records, then the Outlook sync will not override it. If they try to delete the contact in Outlook, Salesforce will put it back.
If the user no longer has access to the contact, then it will be removed from their Outlook.
Hi! Great Blog! Very useful information. I was as confused as everyone on Salesforce for Outlook and this solves lots of my issues. I have 2 more issues for which I did not find any answers here -
1. if a user has only Read permission for a particular contact in Salesforce, (Contact OWD is Private and a particular contact is shared to some other user as Read Only), can that person see the Contact is his Outlook? If the person makes any change to this Outlook, what happens? Will those be reflected back in Salesforce?
2. How can we synch events and tasks so that they get associated to the right Accounts in Salesforce? Currently, in Outlook we have no place to define Account Name in Events.
Last, can you please recommend some good App Exchange application for Salesforce for Outlook that can solve most issues?
Thanks for your help!
Hi, Request your help on the questions above as we need to take major design decisions based on the above! Thanks for your help!
Hi Swati,
If a user has read access to a contact, and their Outlook Configuration is set up to sync All Contacts, Contacts they follow in Chatter, or Contacts in their Sales or Account Teams, then the read only contact will be synchronized with Outlook.
Salesforce for outlook follows your sharing settings so if the user edits the read only contact in Outlook, those changes will not be transferred to Salesforce. If you use the option to “Sync both ways” and set the Conflict Behavior to “Salesforce.com always wins”, then the contact in Outlook will be overwritten to reflect what is in Salesforce on the next sync.
If the Conflict Behavior is set to “Outlook always wins”, the Outlook contact will continue to have the new data but due to the sharing rules, the Salesforce record will remain unchanged. If the user deletes a contact in Outlook that was synced from Salesforce, and the user does not have the Delete permission for that record in Salesforce, it will be pushed back to their Outlook on the next sync. Conversely, if the Read permission in Salesforce is removed from a synced contact, that contact will be removed from the user’s Outlook.
Activities (Tasks & Events) are synchronized from Outlook to Salesforce based on the associated contact. The activity then rolls up to the associated account but is not related to it. To associate activities to other records in Salesforce, I pasted the Salesforce Help topic below:
How You Assign Events to Salesforce records?
After an event is added to Salesforce, you can assign it to other records using the My Unresolved Items page or the Related To and Name fields on the event record. The event is added to the associated record’s Activity History or Open Activities related list. You can’t save changes if your events have a required custom field or an activity custom field becomes required after items are added to your unresolved events list.
Please visit our partner page (link below) for our partner LinkPoint360. Their product, LinkPoint Connect, has been the most popular app on the AppExchange for quite some time now and resolves most of the limitations that Salesforce for Outlook has. You can also search our site for “LinkPoint” for more information about their product.
http://starrforce.com/about-us/partners/
Thank you very much for the detailed information!
Needed you help further in understanding, how can I associate task/event to a Contact in outlook? Would be great if you could explain your above comment in detail “Activities (Tasks & Events) are synchronized from Outlook to Salesforce based on the associated contact. The activity then rolls up to the associated account but is not related to it”.
Thanks again!
I just installed Salesforce for Outlook. I am running Windows 7 and Outlook 2012 (32-bit). I use Outlook with an Exchange server (mailstreet.com). My syncing seems to work ok, but when I select an email and click the salesforce “Add Email” button, I receive an errror in a Windows message box titled “Salesforce for Outlook Error” with a message of “IMAP and POP3 email servers are not supported.” The only account I have set up in Outlook is Exchange. Any thoughts? Thank you.
Hi Swati,
For the Outlook questions, please do a search in Salesforce Help for “Salesforce for Outlook FAQ” and view the help topic of the same name. It should answer all of your association questions.
When an activity is linked to a contact or opportunity (or a custom object with a master/detail relationship to an account), that activity is visible in the related account’s open activities or activity history related list, even if the activity is not actually linked to the account.
Hi Tim,
Salesforce states in the “Salesforce for Outlook System Requirements” that “IMAP and Pop3 email servers are not supported”. This does not mean that IMAP or Pop3 email accounts (like Gmail or your ISP) in Outlook are not supported. It means that the server’s protocol that the Outlook account connects to is not supported.
Please check with your Exchange provider to see what protocol they are using. If it is IMAP or Pop3, then you may want to see if they can switch you to an SMTP protocol.
For more information on the different servers, please see the Wikipedia links below:
http://en.wikipedia.org/wiki/List_of_mail_servers
http://en.wikipedia.org/wiki/Comparison_of_mail_servers
Thank you for the response. I checked with my Exchange provider and they verifed that I was not set up as IMAP or POP3. I have Outlook 2010. When I go to File tab, Account Settings…, Account Settings…, I have just one account set up and it states the following under Type…”Microsoft Exchange (send this from account by default).” This is what my Exchange provider confirmed. Could it be set up like this but still using the POP3 or IMAP protocol?
On a different topic but still regarding syncing between Outlook and Salesforce…I can’t believe a google search didn’t really produce any results about this, but the syncing of custom contact fields seems pretty limited. I have a few questions about what is possible with Salesforce for Outlook, or any other available app that you know of…
1) Is it possible to sync email 2 and email 3, or just email 1?
2) Is it possible to sync Mailing Address in Salesforce to the Home Address in Outlook (versus the Business Address)?
3) Is it possible to sync multi-picklist fields?
4) When Salesforce for Outlook syncs and creates new contacts in Outlook, the contacts are created using the default Outlook message class, IPM.Contact, even if the sync folder has a default message class of a custom form. I have come up with a couple of workarounds (changing the message class of the contacts in Outlook after they are synced/created by Salesforce For Outlook and changing the overall Outlook default message class) on the Outlook side for this but they both have side effects. I’m wondering if there is a smooth/easy way to accomplish tihs. It’s great to have the ability to sync some customf fields, but if I can’t use a custom form, how do I see that cusotm data in Outlook?
Hi Tim,
Since Salesforce for Outlook sees your Exchange server as a POP3 or IMAP server, you may want to do a test with another account. Outlook can handle many email accounts so, after checking with your Exchange provider to ensure nothing will break, you can sign up for a free Gmail account and add it to Outlook. Then set it as the default and use the “Add Email” button.
If it works with Gmail, and it should since I am using it on my test computer, then we know the issue is with the Exchange server. If it does not work with Gmail, then there is something incompatible with your Outlook or the install of Salesforce for Outlook. At this point, I would recommend re-installing Salesforce for Outlook. If it is still not working, you may want to contact Salesforce Support. I have seen some issues with Salesforce for Outlook that only their tier 2 or 3 can resolve.
For your field mapping, edit your Outlook Configuration by going to Setup | Administration Setup | Desktop Administration | Outlook Configurations and click “Edit” next to the configuration you are using. In the Data Settings section under “Contacts”, click the “Edit Field Mappings” link.
The fields at the top are not editable but you can change the mapping for most of the fields. You can add custom fields at the bottom. These changes will be for all users that are using this configuration so you may want to make a new configuration if you only want the changes to apply to you.
The Outlook help should have instructions on how to override the default form with your new custom form. I did a Google search for “outlook custom form as default” and found many postings from Microsoft and others.