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Lets now take a look at our latest enhancements to Salesforce for Outlook and the side panel. Feature This means that Learn about it in
Create cases directly from the When users select an email in Microsoft Outlook, they can create Users Can Now Create Salesforce Side Panel a Salesforce case to keep track of support issues. Cases from the Salesforce Side Panel Track the versions of Salesforce for Outlook your users run Receive upgrade notices You can see each users version of Salesforce for Outlook when you run the Login History report. You Can Now Track the Versions of Salesforce for Outlook Your Users Run Now Users Know When Upgrades are Available
Users will see a notice to upgrade to the latest version of Salesforce for Outlook directly in the side panel.
Users Can Now Create Cases from the Salesforce Side Panel
If your users track customer support issues and gripes with cases they create in Salesforce, they can now create them directly from the side panel. Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions User Permissions Needed To display the Salesforce Side Panel: Side Panel in Outlook configurations
If your Outlook configurations have Create Case selected for the original Create Case feature, its a good idea to familiarize yourself with the differences between that feature, which appears on the Ribbon in Outlook, and the new one in the side panel. Details Includes email attachments Uses global create actions Simplified setup for administrators Before users can create cases from the side panel, make sure you have at least one create case action set up in Salesforce. The actions must also be included in the global publisher layout. Tip: If your Salesforce organization was activated during Winter 14 or later, youve already got a create case action included in the global publisher layout. If your organization was activated earlier, theres a create case action available in the page layout editor palette; youll need to add it to the global publisher layout. If you want to set up a new create case action, youll do it like this. 1. 2. 3. 4. 5. 6. From Setup, click Create > Global Actions. Click New Action. Enter the details for the new create case action. Save it. Drag the fields you want from the palette to the action layout. And save the layout. New Create Case Feature Original Create Case Feature
Heres how users can create cases from the side panel.
1. After selecting an email in Microsoft Outlook, click 2. Type details that are relevant to the case. 3. Click
to save the case. Keep in mind that email attachments arent included in the created cases.
You Can Now 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. User Permissions Needed To run reports: Run Reports
1. From Setup, click Manage Users > Login History. 2. See each users version of Salesforce for Outlook in the Application and Client Version columns.
Bug Fixes
We also got rid of these pesky bugs.
We resolved this issue For non-English languages, the installation dialog didnt display some symbols correctly. The side panel sometimes didnt display Salesforce contacts that were related to the selected email in Outlook.
Identification number
W-1939050 W-1915465
For search results that included currencies, the side panel didnt display the correct W-1903615 currency symbols. 4
Identification number
For contacts with birthdays synced from Salesforce to Outlook, birthday events in W-1903623 the Outlook calendar didnt include the contacts names.
Bug Fixes
For administrators who use the .msi installer to install Salesforce for Outlook, we fixed a bug that prevented the Salesforce Side Panel from displaying for some users. W-1904748 If users extended a recurring series in Outlook, the next sync cycle incorrectly set the end date for the recurring series in Salesforce. W-1850238
For Installing
If users installed later versions of the Microsoft Primary Interop Assemblies (PIA) W-1776082 Redistributable, the Salesforce for Outlook installer required users to install its earlier version, instead. For Outlook events with missing ClipStart fields, Salesforce for Outlook didnt include those events for sync cycles.
W-1871463
For some previously synced recurring events, Salesforce for Outlook displayed an W-1849244 error and didnt finish the sync cycle. For some Microsoft Exchange configurations, weekday recurring events didnt sync. W-1818828 Some modified occurrences didnt sync from Outlook to Salesforce.
W-1849017
Take a look at our latest enhancements to Salesforce for Outlook and the side panel. Users can now Send and add emails This means that Learn about it in
When users compose emails in Outlook, the side panel appears in Send and Add Emails the message. And as users add names in the To, Cc, and Bcc fields, the side panel displays the related Salesforce contacts, leads, and other records from Salesforce. Then, users can add the new email to the records that appear. Users can add single, non-recurring events to related Salesforce recordsthe same way users add emails. Add Events to Salesforce Records with Event Association
Add Outlook events to Salesforce records See up to 10 Salesforce contacts and leads at a time
Users can view and work with more Salesforce records in the side View and Work with panel. More Salesforce Records
Heres how users can send and add emails at the same time.
1. Create an Outlook email, and then enter recipients in the To field (and if necessary, the Cc field). The side panel displays related Salesforce records. 2. Add the email to Salesforce records when you click next to the records of your choice. 3. Keep track of the records to which youre adding the new email. After you send the email, well add it to the Salesforce records.
1. In the Outlook calendar, select an event. The side panel displays related Salesforce records. 2. Add the event to Salesforce records when you click 3. Keep track of the records youve added the event to. next to the records of your choice.
1. Select an Outlook email or event. In this example, the email includes seven recipients, five of whom are already in set up as contacts Salesforce. 2. The side panel displays those five contacts.
1. Select the View tab. 2. Click Show / Hide. For Outlook 2007, users will click View > Salesforce Side Panel > Show / Hide.
Bug Fixes
We also got rid of these pesky bugs.
For Installing
Identification number
After installing Salesforce for Outlook and opening Outlook, the W-1678848 Salesforce for Outlook setup wizard didnt appear. This required users to manually start Salesforce for Outlook and navigate to the setup wizard. When Outlook opened and had an event selected, the side panel didnt display the W-1566793 message No Matching Contacts or Leads in Salesforce. If users had a default browser set to anything other than Microsoft Internet W-1754986 Explorer, and then changed the default to Internet Explorer, links in the side panel opened records in the browser previously set as the defaultnot in Internet Explorer.
Syncing items
If Salesforce for Outlook encountered Outlook items that included invalid XML W-1756384 code, the sync cycle didnt finish. After sync cycles ended, Salesforce for Outlook didnt display the system tray message W-1711272 indicating that the sync process finished.
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We resolved this issue In some cases when users cleared their sync databases, Salesforce for Outlook assigned all sync items to the Microsoft Outlook category Dont Sync with Salesforce.
Identification number
W-1744708
If Outlook closed during a sync cycle, Salesforce for Outlook displayed this error: W-1773455 An error occurred during upgrade. This required users to restart Salesforce for Outlook. General functionality In some cases, Salesforce for Outlook stopped because the database file locked. This required users to restart Salesforce for Outlook.
W-1778861
The Salesforce for Outlook add-in for the side panel didnt display the side panel W-1758736 in Microsoft Outlook. The sync process didnt finish if Salesforce for Outlook encountered events in Salesforce that didnt include duration information.
W-1749867
If previously synced items subsequently became out of sync, the entire sync process W-1679837 didnt finish.
We resolved this issue For users with many custom objects, the side panel didnt return search results. For users who have custom objects whose Deployment Status is set to In Development, the side panel didnt return search results.
Syncing items
For Salesforce contacts that include salutations (Example: Ms., Mr., or Prof.), Salesforce for Outlook synced to Outlook, but didnt include first and last name details. In some cases when Salesforce for Outlook synced contacts from Salesforce to Outlook, the sync cycle didnt include the Private setting.
W-1724498
W-1671638
Regardless of whether users set up Salesforce for Outlook so that they can manually W-1613698 select items to sync or automatically sync all items, both Sync with Salesforce and
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For
We resolved this issue Dont Sync with Salesforce categories were available. Only one category, however, should be available depending on the sync option that users choose.
Identification number
Bug Fixes
For We resolved this issue Identification number
Installing For systems that include partial installations of Microsoft Office 2013, the installation W-1611748 Salesforce for Outlook process for Salesforce for Outlook didnt finish. Salesforce Side Panel When users switched from an Outlook calendar to the Inbox, the side panel displayed W-1570412 the message No Matching Contacts or Leads in Salesforce, instead of the Salesforce records it last displayed. In some instances, Salesforce for Outlook duplicated recurring series with no end W-1623824 dates in Outlook. During the initial sync, if users established the same recurring series in both Outlook W-1627201 and Salesforce, Salesforce for Outlook synced it as a single event, and removed the content of the event in Outlook. Specifically, this occurred for users who have Salesforce for Outlook set up to: Sync both ways between Outlook and Salesforce Resolve conflicts so that Salesforce always wins If recurring series with no end dates in Outlook had problems with any fields, such W-1612478 as the one for the Private setting, Salesforce for Outlook didnt sync the series.
Recurring events
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For
Identification number
When a recurring series in Outlook includes an end date that precedes the beginning W-1631941 date, the entire sync cycle failed. Syncing items If items in Outlook had problems with any fields, such as the field for an events Private setting, Salesforce for Outlook applied that same error to other events scheduled to sync. Those items didnt sync.
W-1612472
Salesforce for Outlook didnt consider the Private setting when syncing items W-1612468 between Salesforce and Outlook. This sometimes resulted in Salesforce for Outlook creating new records without the Private setting. When other users access was removed from contacts they previously synced, Salesforce for Outlook continued to try syncing those contacts, which generated error messages.
W-1622818
User Permissions Needed To install Salesforce for Outlook: Assigned to an active configuration AND Valid data set for each object being synced To change sync folders: Your Outlook profile set as the default in your Mail Settings
In our last release, we announced the general availability of the Salesforce Side Panel for Microsoft Outlook. With it, Microsoft Windows users can view and work with Salesforce records directly in Outlook. And for Summer 13, were excited to tell you about improvements weve made to the side panel, which will help your users become even more efficient as they complete their Outlook and Salesforce integration tasks. But even if your users havent yet had the advantage of working in the Salesforce Side Panel, they can still benefit from some of our latest improvements to Salesforce for Outlook. Available to all users Available only to side panel users
Users can now Add emails to multiple contacts Selectively sync individual contacts, events, and tasks Search for and add emails to any Salesforce records with which users can associate tasks See cases related to contacts in their emails
Learn about it in Enable Shared Activities Manually Select Items to Sync Search for More Kinds of Records in the Salesforce Side Panel View Cases Related to Contacts in the Salesforce Side Panel
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1. To give your users the option to add emails to multiple contacts, enable Shared Activities. If you havent already enabled Shared Activities, we recommend you first read about the feature in the online help. 2. Urge all users to download and install Salesforce for Outlook v2.2.0 or later. 3. After youve enabled Shared Activities for your organization and your users have installed Salesforce for Outlook, youll have happier and more productive users!
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User Permissions Needed To display the Salesforce Side Panel in Outlook: To add Outlook emails and events to Salesforce records: To add email attachments to Salesforce: To add emails to multiple contacts: Side Panel in your Outlook configuration Email to Salesforce, Edit Events, AND Add Email in your Outlook configuration Always save email attachments in Email to Salesforce settings Allow Users to Relate Multiple Contacts to Tasks and Events in Activity Settings
Watch a Demo:
Using the Salesforce Side Panel to Work with Records in Microsoft Outlook
If youve enabled Shared Activities, users can add emails to multiple Salesforce contacts, and to one other record with which users can associate tasks. Heres how.
1. Select an email. 2. Click next to the Salesforce contacts of their choice. Users can select multiple contacts, as well as one other record with which users can associate tasks, such as an account, a lead, or a case. If users select another record other than a contact, the side panel prompts users to either replace the record they originally selected, or cancel the replacement. 3. Keep track of the records theyve added the email to.
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1. Select an email. 2. Click Add Emails. Salesforce for Outlook automatically adds the email to the related Salesforce records. If Salesforce cant find any contacts that match the ones in the emails From, To, and Cc fields, users can manually assign the emails in My Unresolved Items.
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If users select Manual, theyll select an Outlook category for each item they want to sync. Heres how.
1. Select items to sync. Users can select multiple items by pressing CTRL while clicking the items they want to sync. 2. Right-click a selected item, then select Categorize > Sync with Salesforce. The items will sync automatically during the next sync cycle.
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Search results can also include custom objects. To have custom objects appear in your users search results, the objects need to include Allow Activities, which you can see below.
1. From Setup, click Create > Objects. Click Edit next to the object you want to appear in search results. 2. Verify the Allow Activities setting is selected. In addition, the DELETE key and copy and paste functions are now active for the search feature.
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1. Users click any link in the Salesforce Side Panel, which opens their browser to the Salesforce log in page. 2. Theyll then log in to Salesforce. Done!
Bug Fixes
We also got rid of these pesky bugs.
For users who sync contacts both ways between Outlook and Salesforce and track birthdays for those contacts, we fixed an issue that caused the sync cycle to change birthdays by one day each time the contacts synced. This happened for users with the time zone set to UTC+01:00 (Central Europe) during daylight savings time, and when the conflict behavior for contacts was set to Salesforce.com always wins. (W-1557469) For events created in Salesforce and synced to Outlook, we fixed an issue that caused updated event descriptions in Salesforce to not appear in Outlook. Specifically, this occurred when Outlook calendar views were set to Week or Month.
(W-1521848)
For all-day recurring events that sync to Outlook, we fixed an issue that prevented any occurrences deleted from the series from syncing to Outlook.(W-1510051) For Salesforce contacts created with Mailing addresses and no Other addresses, we fixed an issue that caused those contacts to sync to Outlook with the Other addresses incorrectly set as the default address, even though the Other addresses contained no content. (W-1484237) We fixed an issue that caused synced contacts from Salesforce to Outlook to incorrectly set the File as field to those contacts company names, even though users set Default File As order to Last, First in Outlook. (W-1482039) For systems configured to use the Japanese Wareki calendar, we fixed an issue that prevented events from syncing.
(W-1463918)
We fixed an issue that prevented Salesforce for Outlook from syncing contacts owned by other users. (W-1612472)
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We dont support Apple Macintosh operating systems. Bug Fixes We fixed an issue in which Salesforce for Outlook didnt display the correct language for organizations set to use languages other than English. (W-1545743) We fixed an issue that prevented Salesforce for Outlook v2.1.1 users from adding emails using the Add Emails and Send and Add buttons. (W-1554508)
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When your users select emails in Outlook, they can view contact and lead details in the new Salesforce Side Panel, which is now generally available. This side panel displays up to a total of four contacts and leads from the From, To, and Cc fields in your users emails. In addition, users can: See up to a total of four open and past activities and opportunities related to the contacts and leads that appear in the side panel. Manually add emails to either one contact and one account or opportunity, or one lead only. See whether Salesforce encounters duplicate contacts or leads, and choose the most appropriate ones to display in the side panel. Search for additional contacts, leads, accounts, and opportunities. Use the blue text links to view details directly in Salesforce.
1. Users can see the contacts, leads, activities, and opportunities to which theyve added emails. Your users can also click the search icon ( ) to find other contacts, leads, accounts, and opportunities, and then add emails to them. Theres even a collapse icon ( ) to hide the side panel. 2. The side panel displays contacts and leads based on the order they appear in the From, To, and Cc fields in your users emails. Users can view: Contacts and their related activities and opportunities Leads and their related activities
3. Additional contacts and leads from your users emails appear, which they can select to display contact and lead details along with related activities and opportunities. Considerations When you enable the Salesforce Side Panel, the Add Emails button no longer appears directly in Outlook. Instead, your users can click to add emails to either one contact and one account or opportunity, or one lead only.
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In addition, the Send and Add button no longer appears in individual Outlook emails that your users send. But users can select emails in the Sent Items folder, and add sent emails the same way as they add received emails. Supported browsers include Microsoft Internet Explorer 8 or later. The DELETE function in the search box is inactive. To modify search entries, users can either press BACKSPACE, or click Done and then search again.
To Enable the Salesforce Side Panel 1. From Setup, click Desktop Administration > Outlook Configurations. 2. Either create a new Outlook configuration, or edit an existing one. 3. Select Side Panel.
4. Select any other options that apply to your Outlook configuration. 5. Click Save. 6. If you dont yet have a remote site configured for your organization, create one now. To do so, from Setup, click Security Controls > Remote Site Settings. 7. Click New Remote Site. 8. Add a remote site name. Then, add a remote site URL, which is your organizations Salesforce URL.
9. Click Save. Learning about Improvements to Sync Performance We changed the frequency by which Salesforce for Outlook syncs contacts. Instead of syncing contacts automatically every 10 minutes, Salesforce for Outlook now syncs contacts automatically every hour. This improves the overall speed of the sync process, because contacts dont sync as often compared with previous releases. Your users can, of course, manually sync as often as theyd like.
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Understanding Security Improvements We increased security to prevent others from logging into Salesforce using the Salesforce for Outlook icon ( ) that appears in your Microsoft Windows system tray. If you dont have your browser logged in to Salesforce, youll now receive a prompt to log in to Salesforce when you click My Unresolved Items or Outlook Configuration from the system tray icon. Keep in mind that if you have multiple logins, and you have a browser logged in to Salesforce using a different user name or URL compared with the ones in your Salesforce for Outlook Settings, you wont receive a prompt to log in. Instead, the system tray icon directs you to the active login within your browser. To access the same login as Salesforce for Outlook, we recommend you close any other logins within your browser. Bug Fixes For events that Salesforce archived, we fixed an issue that caused the sync process to delete those events in Outlook.
(W-1047362)
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For example, the original start time of the recurring series was 1:00 PM. In Salesforce, your user modified the start time of the series to begin at 1:30 PM. The modification to the series wont sync to Outlook. (W-1413529)
When your users select emails in Outlook, they can now view contact and lead details in the new Salesforce Side Panel, which is currently available as a beta feature in Salesforce for Outlook v2.0 and later. This side panel displays up to a total of four contacts and leads from the From, To, and Cc fields in your users emails. In addition, users can: See up to a total of four open and past activities and opportunities related to the contacts and leads that appear in the side panel. Manually add emails to either one contact and one account or opportunity, or one lead only. See whether Salesforce encounters duplicate contacts or leads, and choose the most appropriate ones to display in the side panel. Search for additional contacts, leads, accounts, and opportunities. Use the blue text links to view details directly in Salesforce.
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1. Users can see the contacts, leads, activities, and opportunities to which theyve added emails. Your users can also click the search icon ( ) to find other contacts, leads, accounts, and opportunities, and then add emails to them. Theres even a collapse icon ( ) to hide the side panel. 2. The side panel displays contacts and leads based on the order they appear in the From, To, and Cc fields in your users emails. Users can view: Contacts and their related activities and opportunities Leads and their related activities
3. Additional contacts and leads from your users emails appear, which they can select to display contact and lead details along with related activities and opportunities. Considerations When you enable the Salesforce Side Panel, the Add Emails button no longer appears directly in Outlook. Instead, your users can click to add emails to either one contact and one account or opportunity, or one lead only. In addition, the Send and Add button no longer appears in individual Outlook emails that your users send. But users can select emails in the Sent Items folder, and add sent emails the same way as they add received emails. Supported browsers include Microsoft Internet Explorer 8 or later. The DELETE function in the search box is inactive. To modify search entries, users can either press BACKSPACE, or click Done and then search again.
To Enable the Salesforce Side Panel 1. From Setup, click Desktop Administration > Outlook Configurations. 2. Either create a new Outlook configuration, or edit an existing one. 3. Select Side Panel.
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4. Select any other options that apply to your Outlook configuration. 5. Click Save. 6. If you dont yet have a remote site configured for your organization, create one now. To do so, from Setup, click Security Controls > Remote Site Settings. 7. Click New Remote Site. 8. Add a remote site name. Then, add a remote site URL, which is your organizations Salesforce URL.
9. Click Save. Syncing Recurring Events Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions User Permissions Needed To sync recurring events between Outlook and Salesforce: Recurring Events In addition, Read and Edit on events, and event sync direction set to any of the following directions.
Outlook to Salesforce, Salesforce to Outlook, or Sync both ways
Your users can now keep Outlook and Salesforce recurring events in sync with Salesforce for Outlook, which supports the following recurrence patterns. Daily Weekly
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Monthly Yearly
After syncing recurring events to Salesforce, your users can assign the recurrences to related records, like contacts, accounts, opportunities, and so on. Syncing recurring events also helps your users maintain an accurate view of their availability when they create events and request meetings from their Salesforce calendars. Considerations When you enable recurring events, you enable the feature for your entire organization. You can, however, choose the Outlook configurations for which you want recurring events to sync. After you enable this feature, you cant disable it without help from the salesforce.com Support team. All Salesforce for Outlook users will need to upgrade to Salesforce for Outlook v2.0 or later. Recurring events do not appear on the My Unresolved Items page. Instead, your users can go directly to the recurring events in their calendars to associate the recurring events with Salesforce records. Your users Salesforce for Outlook configuration settings dont indicate whether their Outlook configurations are set up to sync recurring events. In Salesforce, if your users delete all occurrences within a series, but not the series itself, Salesforce for Outlook generates an error message after it syncs to Outlook. Your users can ignore this error message, which clears during the next sync.
You can also learn about other important details for how recurring events differ between Outlook and Salesforce, as well as details about making modifications to recurring series in Salesforce.com Winter 13 Release Notes. To Enable the Recurring Events Feature 1. In Salesforce, from Setup, click Desktop Administration > Outlook Configurations. 2. For your Outlook configuration, click Edit. 3. Under Advanced Settings, select Recurring Events.
4. Click Save. Saving Time with Email Associations We listened to what your users wanted, so we reinstated the way Salesforce handled unresolved email associations on the My Unresolved Items page. Starting in Spring 12, we displayed separate rows for each unresolved email address in the To and Cc fields of emails your users added to Salesforce. With these separate rows, Spring 12 and Summer 12 increased the time required for maintaining the My Unresolved Items page. With Winter 13, the My Unresolved Items page now displays only one row for each email when Salesforce cant match any email addresses for recipients that appear in the To and Cc fields of emails your users add to Salesforce. Users will also notice that we replaced the Recipient column with the reinstated From/To column on the My Unresolved Items page.
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Additional Enhancements When users delete large numbers of contacts, events, and tasks, Salesforce for Outlook now displays a confirmation message that gives users an opportunity to proceed with or cancel the deletion.
Known Issues Salesforce archives events due more than 365 days ago. For users who sync events from Salesforce to Microsoft Outlook, Salesforce for Outlook deletes the events in Microsoft Outlook after theyre archived in Salesforce. We plan to resolve this issue in a future release. (W-1047362)
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Better Control for Managing Email For emails users add to Salesforce, Salesforce for Outlook now adds a row to My Unresolved Items for each unresolved email address. While this may result in additional rows, your users now have the opportunity to assign emails to all of the contacts and leads in the email. In addition, My Unresolved Items now includes an Email Address column so that users know which email addresses werent resolved. In My Email to Salesforce, users can now specify email domains they want to exclude from automatic association when they use Salesforce for Outlook to add emails to Salesforce. For example, your users can exclude their own email domain so that Salesforce for Outlook wont associate emails to contacts with their email domain. This can be especially helpful for organizations that create contacts for internal users, and dont want emails associated with those users. Salesforce for Outlook now assigns a category to emails your users add to Salesforce. This new category, Added to Salesforce, makes it easy to search for emails you added to Salesforce. Salesforce for Outlook now stores the original date of the email in the Due Date field of the email task. Previously, Salesforce for Outlook stored the date when the email was added.
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