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주제#Outlook/Teams/Gmail

#Outlook/Teams/Gmail토론 중인 항목 36개

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Andrej Kolaja
6월 11일 오후 9:45
Events sent to External Customers are Read Only

Hello 

 

When sending events from Salesforce or Outlook they arrive to customers just fine.  However the customer does not have a way to repond to the event (there is no accept/decline option).  When sending from Outlook they is a little more information in the invite, but when sent from events in SF, there is very little.  Could be a MS Exchange issue (we are old school) I guess... 

 

End of the day we need to be able to send invitations that customers can respond to and we can see their responses. 

 

Thx 

 

@* Outlook/Teams, Gmail, and Inbox * 

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  1. Jithin C (CONCLO Technologies)
    6월 12일 오후 12:40

    Hi @Andrej Kolaja

     

     

    This is expected behavior in many Salesforce setups. Events sent directly from Salesforce are often delivered as informational emails rather than full calendar meeting requests, so external recipients may not see the Accept/Decline options. 

     

    Since your requirement is for customers to respond to invitations and for those responses to be tracked, the recommended solution is to use Outlook Integration/Salesforce Inbox and send meetings through Outlook. This sends a proper calendar invitation that recipients can accept, decline, or mark as tentative, and their responses can be synchronized back to Salesforce. 

     

    Recommend reviewing your Exchange configuration to confirm that calendar invitations are being processed correctly.

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Angela Mullen-Smith (ROS Salesforce Manager)
6월 8일 오전 9:50
Outlook for Salesforce App - Is it being discontinued?

Hi 

We use the Salesforce Outlook Integration App - with the side panel to log emails from Outlook for some Teams who don't want to use Email to Case. 

 

We are using - Outlook Integration- Is this still going to be allowed  

Outlook for Salesforce App - Is it being discontinued?

 

 

 

#Outlook/Teams/Gmail

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Lewis Kramer
2024년 4월 5일 오후 1:20
Squarespace domain connected to Google Workspace email, Send email from Salesforce, prevent spam

Hi,

 

I have a Squarespace domain which is connected to Google Workspace for the email address, e.g. mydomain.com, email address me@mydomain.com.  I want to be able to send emails from salesforce with the from address being me@mydomain.com and do what I need to in order to prevent those emails from ending up in spam.  I added the Salesforce SPF record to Squarespace (v=spf1 mx include:_spf.salesforce.com ~all), created the DKIM keys and added the CNAMES to Squarespace, but can't seem to activate the keys in Salesforce (Activate button is dark).  I must be doing something wrong. I admit to not fully understanding the concepts even after reading the documentation in all three products (Squarespace, Salesforce, Google).  Any help on this is much appreciated.  

Thanks.

 

Lew

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Alix Penn (Rainbow Migration Operations Officer) 님이 * Outlook/Teams, Gmail, and Inbox *에 질문했습니다
5월 21일 오전 9:55
SLDS2 - Visibility of Custom Fields

Since updating to SLDS2 and Dynamic Forms we've had an issue with uploading emails via the Outlook add-on. 

  

My team need two particular field visible for logging emails to cases- Case Number and a text field 'Subject'.  

  

Updating Compact Layout to put the necessary fields at the top of the included fields means that now Case Number is visible, but Subject is sometimes remaining blank despite being a filled field on SF. And most strangely even when the field appears blank on the add-on when hovering over the area the necessary text does appear. 

 

Editing the email application panel itself in lightning does not appear as a viable solution, as the Accounts, Opportunities and More competent doesn't allow editing on a field level.    

 

Advice very gratefully received!   

SLDS2 - Visibility of Custom Fields

 

Blank subject field after updated Compact Layout.

image.png

 

Required field available in hover but not 

image.png

 @* Salesforce Developers *

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  1. Shailender Sachan (SysTools)
    5월 26일 오전 9:44

     It seems like the issue may be related to how SLDS2 and Dynamic Forms render fields inside the Outlook add-in. I would recommend checking the field-level security, page layout assignments, and whether the “Subject” field is included in the compact layout for all record types. Also, try clearing Outlook add-in cache or testing in another Outlook profile/browser to confirm if it’s a UI rendering issue. Since the text appears on hover, this looks more like a display bug than missing data. 

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Luke Jeanlouis (Spiro Sales Operations Professional)
5월 26일 오후 7:12
Sudden Issue with Outlook Salesforce LogIn

Many users are now suddenly having issues logging into the Salesforce application in Outlook. Oddly, it works on and off without interference. 

After logging in with Single Sign On and accepting the terms. The login menu returns, creating an endless loop.  

Is this a Microsoft issue or a Salesforce issue?  

 

Sudden Issue with Outlook Salesforce LogIn

 

@* Outlook/Teams, Gmail, and Inbox *

 

 

#Outlook/Teams/Gmail

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  1. Caitlin Gilmore (Southern Environmental Law Center)
    6월 1일 오후 6:13

    @Luke Jeanlouis and @Riju Jain - I upgraded my org's production instance to Graph this morning and that fixed my user's connection issues. I didn't plan on that fixing it, it was a happy accident. The EWS to Graph enforcement isn't supposed to happen till later this summer so it's frustrating that something's causing it to fail behind the scenes. 

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Marie Chough (Congressional Hispanic Caucus Institute Vice President Operations) 님이 * Outlook/Teams, Gmail, and Inbox *에 질문했습니다
5월 26일 오후 9:16
Editing available New Records in Outlook integration

We are trying to customize what folks are able to do in their Outlook integration. I have followed all the instructions I can find - used the lightening app builder to adjust the bulk of the panel and tabs, found the publisher layout and added the new records I want folks to be able to create, made sure the standard layout is assigned to all users. But no matter what I adjust, I cannot seem to get the changes to reflect on the New Records that are displayed at the top of the page (by clicking the plus sign). In addition, the only option for "Add to Salesforce" for contacts found in the email but not SF is to create a New Lead. We don't use Leads or Cases, so I'd really like to eliminate those options and allow new contacts to be added as contacts. 

 

Any ideas? Many thanks in advance!

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  1. Lindivania Jesus (Aggreko)
    6월 1일 오후 3:40

    @Marie Chough

    the first thing you need the Global Actions for create New Contacts.  Then if you are using Outlook Integration And Lightning Sync -> specific 'Email Application Publisher Layouts' -> you need to add/remove the Global Action into the specific layout on Quick Actions OR If the profile in use is not assigned in a Email Application Publisher, so you need to add/remove it on Setup -> Publisher Layout Quick actions, for the Publisher Layout assigned to the profile. 

     

    Some links: 

    'Add to Salesforce’ Button in Outlook Integration and Gmail Integration Is Not Available

     

    Assign Email Application Publisher Layouts to User Profiles

     

    Customize Email Application Action Menus

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Jessica McGeary
5월 19일 오후 1:42
Trouble logging into Salesforce plugin on OWA but not Outlook Classic

One of my users has run into an issue logging into the Salesforce plugin this morning. He opens up Outlook Web Access and hits the Salesforce button, then goes to log in; it puts him through asking for credentials, asking for two-factor, requesting that he link Outlook to Salesforce, and then.... brings him back to the button  saying log into Salesforce. This happened multiple times and was demonstrated while I watched. I had him try logging into the Salesforce plugin in Outlook Classic instead. That actually worked; he had to do all the other steps (I mention this because he said he doesn't remember the last time Salesforce asked him to link his Outlook to his Salesforce account), but at the end of the chain it let him log in all the way and save emails/related data/etc. to Outlook. Was there a system update or change of some sort that's causing a problem for OWA users or is this something I need to open an individual case about?   

 

@* Outlook/Teams, Gmail, and Inbox * 

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  1. Caitlin Gilmore (Southern Environmental Law Center)
    6월 1일 오후 1:07

    @Riju Jain That's been the case for me as well, only a couple users are experiencing it. I opened a ticket with SF after trying to fix it with our IT team. They checked Microsoft settings and came up empty on solutions.

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Kerry Patel (Kerry Patel Salesforce Administrator)
5월 25일 오후 3:53
Why did my users lose their contact hyperlinks on the Outlook Plugin?

We use an Outlook Plugin. When a user is in Outlook, they have a Salesforce side panel that shows contacts they’ve emailed. The contact’s name is hyperlinked. Right under their name it shows how many times an email has been opened. If you click on the contact’s name, a detail box opens up underneath and shows more data about the email opens. As of about Monday (5/18/26), that hyperlink was gone. The number of opens detail is still there, but users cannot click on the name and have the full detail box appear. I noticed Salesforce modified the Inbox with/without Einstein Activity Capture permission sets on 5/21/26. Not sure that has anything to do with the disappearing hyperlink. Just wondering how do I get the hyperlink feature back? Thanks for the help!   

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  1. Sandip Patel (United Techno Solutions)
    5월 25일 오후 6:15

    @Kerry Patel Your instinct on the permission set change is right. Timing isn't a coincidence, Salesforce hit the May 2026 enforcement deadline for the Einstein Activity Capture configuration requirement around then. Users not explicitly assigned to an active EAC configuration got swept into Salesforce's auto-created default config, and the standard "Inbox With/Without Einstein Activity Capture" permission sets were adjusted at the same time. The contact-name hyperlink and the engagement flyout in the side panel are powered by Inbox engagement features that tie back to that permission bundle. The open count still shows because it's a cached metric on the activity record; the click-through needs a live call to the engagement service, so it drops first when permissions wobble.

    Diagnostic path, in order:

    1. Setup → Einstein Activity Capture → Settings → Summary tab. Check "Users not in a configuration." If your affected users show up there, that's it. Add them to an active config (by profile is cleaner than by user).
    2. Setup → Permission Sets → "Inbox With Einstein Activity Capture" → Assigned Users. Confirm the affected users are still actually assigned.
    3. On the user record, verify the Inbox permission set license is still assigned. The license can drop while the permission set assignment stays, which gives you exactly this "half works, half doesn't" symptom.
    4. Have the user sign out of the Outlook add-in, close Outlook fully, reopen, and sign back in. The add-in caches the permission state and won't pick up the new config until it re-authenticates. Fixes it 80% of the time once the underlying config is right.

    If Salesforce auto-created your default EAC configuration, the sync direction, excluded addresses, and sharing settings are on Salesforce defaults, not what you'd have picked. Once the hyperlink is back, take five minutes to open that config and actually review those settings.

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Mohd Kaif
2025년 9월 18일 오후 1:12
How to Import EML to Office 365?

Is there any professional or easy method to import EML to Office 365   

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  1. Devid Mithen
    5월 22일 오전 10:32

    To import EML files into Office 365 without technical complications I recommend using DataVare EML to Office 365 Converter Expert. I used this tool recently to move a large collection of EML emails into my Office 365 account and the process was smooth. The software keeps email formatting, attachments and folder structure intact during migration. It also supports bulk EML file import which saves a lot of time. The interface is simple so non-technical users can handle the migration easily. It works with EML files from different email clients like Thunderbird, Windows Live Mail and others without any issues.

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Lena Wong
5월 8일 오후 3:11
Will a 'mailto' link in an Auto-Response email break Case Threading and if yes, which are possible standard solutions?

Hi everyone,

 I need some architectural advice regarding Email Threading for following scenario:

 

  • When a Case is created, a Lightning Email Template is sent via Flow.
  • The business wants a 'mailto' hyperlink in the email body so the customer can click it to send a follow-up email.
  • This mailto link is configured to pre-fill the recipient (support@company.com) and the Subject line with the Case Number (e.g., Re: Case 00123456).

The Problem:  My assumption is that if a customer uses this mailto link, it creates a brand new email in their client (Outlook/Gmail). Since this new email lacks the original Message-ID headers (In-Reply-To / References) and the Thread ID (if using the old string-based threading), Salesforce will not be able to associate this incoming email with the existing Case, resulting in a duplicate Case.

My Questions:

  1. Is my assumption correct that a standard mailto link breaks the threading logic in Salesforce Service Cloud?
  2. Is there any declarative way (Flow/Standard Config) to ensure these replies attach to the original Case based solely on the Subject line containing the Case Number?
  3. Or does this require Custom Development (e.g., an Apex Inbound Email Handler) to manually parse the Subject and link the email to the correct Case?

The sent of such emails should be considered for the channels email-to-case, manual and portal.

 

Thanks in advance for your help!    @Salesforce Administrators & Developers @Salesforce Administrators and Developers  @* Outlook/Teams, Gmail, and Inbox * @* Service Cloud * 

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