Hey there,
We have been using Chrome's extension 'Salesforce' to log emails from Gmail to Salesforce. For last 3 days, we are facing the error 'Hmm. The email server is unavailable. Try again later.' Attaching screenshots for reference.
@POONAM SINGH. Seconding @Lauren McCaffrey question also if you had found a solution. My org. is also having issues with this and we have had an open ticket with no response with Salesforce for 4+ months now.
Hi everyone,
I have been reviewing the metrics provided by Einstein Activity Capture in one of our Salesforce production orgs.
According to Salesforce Help, the Einstein Activity Capture license usage report includes the following metrics:
However, the figures displayed in our org don't seem to match the actual configuration.
The metrics currently show:
I checked the “Standard Einstein Activity Capture” Permission Set, as the other permission mentioned in the documentation doesn't appear in our org, and there are no users assigned to it. Because of this, I am not sure where the figure of 71 Licensed Users is coming from.
The number of Configured Users does seem to be correct. When I review the EAC configuration, there are 30 users currently included. In addition, the Available Users list for that configuration shows 22 users who could still be added. If I add both numbers together, the total is 52 users.
This total doesn't match the 71 Licensed Users shown in the EAC metrics. However, the figure of 52 users does match the number of used Inbox Permission Set Licenses shown under Company Information.
Could someone clarify how the Licensed Users metric is calculated in Einstein Activity Capture?
Has anyone else seen a similar discrepancy between the EAC metrics, permission set assignments, EAC configuration, and Permission Set License usage?
That makes perfect sense, and you hit the nail on the head regarding inactive users! Your idea for the IdeaExchange is excellent, as separating active and inactive users would prevent a lot of admin confusion. Thank you for sharing the correct API field (PermissionsAutomaticActivityCapture) for anyone else tracking this down!
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?
@* Outlook/Teams, Gmail, and Inbox *
#Outlook/Teams/Gmail
@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.
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!
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 AvailableAssign Email Application Publisher Layouts to User Profiles
Customize Email Application Action Menus
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?
@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.
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!
Blank subject field after updated Compact Layout.
Required field available in hover but not
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.
I am researching the best way to provide the ability for users to add recurring events into Salesforce through Outlook Integration. Everything I am finding recommends setting up Einstein Activity Capture (EAC). I am also wondering how evets that are cancelled / changed get updated?
I would love to hear from others that have implemented this or something similar!
Hi @Joan Bellesbach,
When Users open any recurring meeting instance, they will see this error - "You can't log this event. It's either private, recurring, or doesn't meet the criteria for logging. Your Salesforce admin sets this criteria". To get around this -
1. Add a "New Event" quick action in the SF pane.
2. The new event will copy subject and description from the email itself.
3. Check "repeat" checkbox. (Add standard repeat checkbox to the page layout)
4. Select frequency and series end date. Save.
A recurring event is created in SF.
Hope this helps!
Hi everyone,
I need some architectural advice regarding Email Threading for following scenario:
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:
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 *
Hi there,
I am facing a major set-back because of Einstein Activity Capture not able to sync Events (to Sales Cloud) created on Outlook via Book with Me feature of Microsoft.
Has anyone experienced this issue and know any possible workarounds?
Many thanks.
Reference: https://help.salesforce.com/s/articleView?id=sf.aac_event_considerations.htm&type=5
Hi Guys
With the retirement of EWS and then need to find an alternative to Lightning Sync does anyone know whether EAC works with email aliases. Our IT Policy prohibits using users primary email address to send emails from Salesforce so they all have an alias but I know previously EAC didn't work when using aliases?
Thanks
Jim
According to the Salesforce documentation alias is not supported - https://help.salesforce.com/s/articleView?id=sales.outlookcrm_sfo_move_replace_things_general.htm&type=5
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