We’re evaluating whether to move away from our third-party email and meeting capture tool because of rising costs. Before revisiting Einstein Activity Capture, I’d appreciate candid feedback from Salesforce admins using the upgraded version.
We originally moved to a third-party solution because of concerns with capture reliability, accuracy, and reporting. I’m interested in whether the recent changes have meaningfully addressed those issues.
Specifically:
- Reliability and accuracy: Are emails and meetings consistently captured and associated with the correct contacts, accounts, and leads? How often do you encounter missing activities, incorrect associations, duplicates, or disconnected users?
- Reporting: Can you report on captured emails and meetings through standard Salesforce reports and dashboards? What limitations remain?
- Retention: How long do captured emails and meetings remain accessible on account and contact records? Are they retained indefinitely, or does retention depend on licensing, configuration, or how the activity was captured?
- Overall experience: If you’ve moved from a third-party tool back to Einstein Activity Capture, what improved, what didn’t, and would you make the same decision again?
Our goal is to reduce costs without reintroducing gaps/frustrations in activity history or reporting. I’d appreciate real-world experiences, including any limitations you discovered after rollout.
#Salesforce Admin #EAC
Hi @Leslie Phillips,
I haven’t run a migration like this myself, but here is what I found. Please check the details in Salesforce Help for your edition.
Reliability and accuracy
- EAC matches emails and meetings to Contacts, Leads and Accounts by email address. Missing or wrong matches usually come from email domain or sharing settings, or from users who are disconnected.
- Microsoft 365 orgs have a deadline in 2026. Microsoft Graph becomes the only supported connection, and the old Exchange Web Services is shutting down. Make sure your users are on the new connection, or they may disconnect.
Reporting
- Older EAC data was stored outside normal Salesforce objects, so standard reports and Flows could not see it.
- Activity 360 Reporting, Activity Metrics and the Activities Dashboard are being retired in Summer ‘26.
- Check whether your org uses the older capture or the newer Sync Email as Salesforce Activity option. The newer option affects what you can report on, so test this in a sandbox first.
Retention
- Retention is limited and depends on your licence. Articles say the default is about 6 months, and Sales Cloud Einstein extends it to about 24 months. Please confirm the exact numbers in Salesforce Help.
- Data older than the retention window is not available. If EAC is turned off for a user, captured history may be lost.
Before you move
- Run a pilot with a small group of users in a sandbox.
- Compare your current tool’s reports with EAC’s.
- Check your company’s rules on how long email history must be kept.
If you need long retention and full reporting, EAC may not meet those needs, so test before deciding.
