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Welcome! This group is dedicated to your success with the different Salesforce integrations for Outlook, Teams, and Gmail, as well as Salesforce Inbox and Einstein Activity Capture. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences.
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Andrej Kolaja asked in #Outlook/Teams/Gmail
Yesterday, 9:45 PM
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 * 

1 answer
  1. Jithin C (CONCLO Technologies)
    Jun 12, 12:40 PM

    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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POONAM SINGH (Senior Software Engineer at Coinbase)
Aug 12, 2021, 8:17 AM
Gmail to Salesforce giving error after logging in

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.  

Gmail to Salesforce giving error after logging in

 

Screenshot 2021-08-12 at 1.46.27 PM.png

 

Screenshot 2021-08-12 at 1.46.44 PM.png

4 answers
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Aritz Miranda (Technical Senior Consultant at Stratesys)
Jun 2, 2:21 PM
Einstein Activity Capture License Metrics Don’t Match Assigned Users

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:

 

  • Licensed Users: Users assigned to the Standard Einstein Activity Capture permission or the Einstein Activity Capture permission.
  • Configured Users: Users who are part of an active Einstein Activity Capture configuration.

 

However, the figures displayed in our org don't seem to match the actual configuration.

 

The metrics currently show:

 

  • 71 Licensed Users
  • 30 Configured Users

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?

4 answers
  1. shefali tanwar (CRM Landing)
    Jun 2, 5:13 PM

    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!

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Luke Jeanlouis (Sales Operations Professional at Spiro) asked in #Outlook/Teams/Gmail
May 26, 7:12 PM
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

4 answers
  1. Caitlin Gilmore (Southern Environmental Law Center)
    Jun 1, 6:13 PM

    @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 (Vice President Operations at Congressional Hispanic Caucus Institute)
May 26, 9:16 PM
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!

2 answers
  1. Lindivania Jesus (Aggreko)
    Jun 1, 3:40 PM

    @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 asked in #Outlook/Teams/Gmail
May 19, 1:42 PM
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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Alix Penn (Operations Officer at Rainbow Migration)
May 21, 9:55 AM
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 *

1 answer
  1. Shailender Sachan (SysTools)
    May 26, 9:44 AM

     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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Joan Bellesbach (Salesforce Consultant, Higher Education at Redpath Consulting Group)
Mar 6, 4:02 PM
Best way to add Recurring Events to Salesforce

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!

3 answers
  1. Pradnya Dudhade (IQVIA)
    May 22, 4:12 AM

    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!

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Lena Wong asked in #Outlook/Teams/Gmail
May 8, 3:11 PM
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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Hassan Anwar (Salesforce Consultant | Technical Lead at KERUN.ONE GmbH) asked in #Outlook/Teams/Gmail
Jan 15, 2024, 2:54 PM
Events created using Bookings with Me in Outlook don’t sync between Microsoft and Salesforce | Einstein Activity Capture

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

 

@* Outlook/Teams, Gmail, and Inbox * 

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