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Set Up the Outlook Integration and Lightning Sync

Learning Objectives

After completing this unit, you’ll be able to:
  • Enable and set up the integration with Microsoft® Outlook®.
  • Enable and set up Lightning Sync.

Roll Up Your Sleeves

Setting up the integration with Microsoft® Outlook® and Lightning Sync isn’t difficult, but it does require some time. And if you don’t administer Microsoft Exchange, you can get that admin to work with you when it comes time to set up Lightning Sync.

Before Ursa Major’s admin, Maria Jimenez, invests time in any setup, she reviews system requirements for the Outlook integration and Lightning Sync.

Outlook Integration System Requirements

For Your You Need
Email server Either:
  • Exchange 2019, 2016, or 2013 on-premise
  • Exchange Online with Office 365®

Integrating Salesforce with Outlook requires Exchange server settings and general knowledge of the server setup. Salesforce admins work with the Exchange admins when setting up the integration.

Email clients Either:
  • Desktop version of Outlook 2019, 2016, or 2013 on Windows® PC
, most recent stable version recommended
  • Outlook on the web
  • Outlook for Mac 2019 or 2016 on the most recent, stable version of the macOS

Ensure that all recent patches for the email client have been applied. For better performance, we recommend turning on Use Cached Exchange Mode in the Outlook Account Settings on the client. When Use Cached Exchange Mode is on, an occasional error could occur more often because an email is temporarily out of sync with the Exchange Server.

Browser Any of these browsers that allow cookies from Salesforce:
  • Google Chrome™, most recent stable version

  • Mozilla® Firefox®, most recent stable version

  • Apple® Safari® 10 or later, most recent stable version
  • Microsoft Internet Explorer® 11 (Windows only)

  • Microsoft Edge, most recent stable version (Windows only)

If you’re using the Outlook integration in a desktop version of Outlook, Microsoft Internet Explorer 11 is required on the desktop computer. You’re not required to use Internet Explorer as your default browser.

Lightning Sync System Requirements

Your Company Needs Either With These Settings Enabled To Connect Using These Available Methods
  • Office 365 Enterprise Editions with Exchange Online

  • Exchange Server 2016
  • Exchange Server 2013 Service Pack 1
  • Exchange Web Services (EWS) on an SSL connection

  • Exchange Autodiscover Service
  • Basic authentication on your Exchange server and your Autodiscover service

  • Encryption protocol TLS 1.1 or later
An Exchange service account
Office 365 Enterprise Editions with Exchange Online Nothing else OAuth 2.0 for Exchange
Check, check, and check! Maria has the green light to start the setup process. Here’s how she does it.

Set Up the Outlook Integration

  1. Click Setup icon, and select Setup.
  2. Enter Outlook in the Quick Find box, and then select Outlook Integration and Sync.

  3. Turn on the Outlook integration.

    Setting to turn on the Outlook integration

  4. Let reps relate newly composed email messages to Salesforce records. Turn on Use Enable Enhanced Email with Outlook and Email to Salesforce.

  5. Give your sales reps instructions to set up the integration in Microsoft Outlook.

Set Up Lightning Sync

These steps include high-level details for you to set up Lightning Sync. And where it’s necessary, we include links to nitty-gritty details in Salesforce Help.
  1. Enable Lightning Sync. From Setup, enter Sync in the Quick Find box, and then select Outlook Integration and Sync.

    Setting to turn on Lightning Sync

  2. Select how you connect to your email server. Get more information on how to choose and configure a method for connecting to Microsoft Exchange.

  3. To confirm whether it can communicate with your Exchange server, run the Lightning Sync connection test. The test checks several points of connectivity between Salesforce and your Exchange server. When the test is complete, it provides a summary describing your connection status. See detailed instructions for running this test.

  4. Define sync settings for your sales reps. This definition includes decisions such as:
    • Who can sync and what kinds of items they can sync
    • Whether you want to limit items
    • What happens when a rep deletes an item from either Outlook or Salesforce
    Get guidance on these decisions and detailed steps for sync setup.

  5. Prepare your reps for managing the contacts that sync. Depending on how you configure the syncing options, your reps can sync contacts from Exchange to Salesforce or sync both ways. Get tips on guiding your reps through the sync process.
  6. Tell your reps how they can prevent certain events from syncing. Your reps, for example, most likely want to keep personal events from syncing to Salesforce. Learn how to prevent certain events from syncing to Salesforce.

Customize the Outlook Integration Pane

After Maria finishes the basics for setting up the integration with Outlook and Lightning Sync, she customizes features to give her reps the best selling experience. Here’s how.
  1. From Setup, enter Outlook in the Quick Find box, and then select Outlook Integration and Sync.

  2. Consider enabling these options to optimize your reps’ experience in Outlook.
    • Enable Enhanced Email with Outlook. Instead of adding email messages to Salesforce as tasks, sales reps add them as email messages. It’s a better experience that way. Learn how to configure the integration with enhanced email.
    • Customize content with Lightning App Builder. You get loads of flexibility customizing how Salesforce content appears in Outlook. Learn how to use Lightning App Builder to make your reps even more productive.



      Create Lightning Email Templates and add the Templates component to a customized App Builder Email Application Pane. Reps can quickly craft email messages using templates instead of writing messages from scratch. Learn how to use Lightning email templates with Outlook.

Integrating Outlook with Salesforce is a great way to keep your reps productive with the tools they rely on most. Bringing the Salesforce experience into Outlook reduces the need for your reps to switch between Outlook and Salesforce. And Lightning Sync keeps your reps’ contacts and events in sync, so your reps don’t miss a beat.