I'm wondering if anyone has experienced similar issues with Einstein Activity Capture (EAC) and has resolved them.
First Issue: Users have reported that after adding a new lead or contact, they will send an email in Outlook to the contact/lead, but the email will not sync to the new record in Salesforce. I have tested this by adding a new lead, then emailing the new lead every 5 minutes for 1.5hrs and none of the emails synced to the record in Salesforce. We have asked SF Support how long a user needs to wait before sending an email to a new record. They have not been able to provide any information. Has anyone else experienced this?
Second Issue: Users have reported that some emails are not syncing to existing records that have been in the org well before we enabled EAC. I've confirmed email addresses match and can't see any reason why the emails don't sync. It happens periodically, to some users, and not others. I have exhausted all possible reasons why the emails don't sync and can't find a solution. SF Support is suggesting we remove the affected users from the EAC permission set and re-add them. It is not feasible to do this every time a user has syncing issues, and the EAC metrics and statuses are not showing that these users are having issues. We want to be proactive, so we don't have to wait for users to complain about the missing emails. Is there anything we can do?
Thank you all for your insight.
Best,
Danielle
@Danielle Ruby Did you find a solution for this? I am having the same issues with your second point. Support has told me to remove affected users from the EAC permission set and re-add them. This works and the email will show in Salesforce but is timely and shouldn't be needed.
