Salesforce - Outlook Integration
- Elizabeth Aste (Unlicensed)
- Carrie Felton
- Halli Taukiuvea
This integration allows users to work in Salesforce directly from Outlook. Key features include:
View all Salesforce records without switching between Salesforce and Outlook
Search, create, and manage records within Outlook.
Install for users who are tracking information in Outlook, which aligns with records in Salesforce, e.g., communication with Contacts, Course Offering information and planning, sales Opportunities, Asset management, etc. (This is not a complete list of use cases.)
STEP 1 - Install from Outlook Desktop Client
If you are using the Outlook Web Client, skip to step 2 below.
From the Outlook Desktop client, go to your Home tab on the toolbar in the upper left-hand corner of the Outlook window.
Move right across the Home toolbar until you see the “Add-ins” section. (It should be near the end of the options on the toolbar.
Click Get Add-ins.
At this point, a window will open up and place you at Step 3 below. (go to Step 3)
STEP 2 - Install from the Outlook Web Client
Log into the Outlook Web Client.
https://www.umail.utah.edu/owa
Open a message and click on the three dots in the top right corner.
Click “Get Add-ins” to open the add-in manager.
STEP 3 - Add Salesforce Add-in to Outlook
From the add-in manager, you will see a list of add-ins.
In the top right corner, click “Search add-ins” and type “Salesforce”.
If the Salesforce add-in shows up, click on the title (see highlight above) to go into the add-in information page.
If it does not show up, click on “Show all results”. Then, scroll through the results to find the Salesforce add-in.
Click Add.
It may take a moment to load to your account.
Once it has loaded, you may see a “Get started for Salesforce” guide. Click through and review the placement and functionality of the add-in.
If this guide does not come up for you, click Get Started.
After reviewing the startup guide, close the guide in the top right corner.
You should see one of the following views:
After confirming your add-in has been added to your account, close the Outlook Web Client.
STEP 4 - Connect Outlook to your Salesforce Account
Return to the Outlook desktop client app and navigate to an email from someone who has a contact record in Salesforce.
Click the Home tab. Click the new View button with the familiar Salesforce blue cloud icon. (in this image on the far right).
Select “Log In to Salesforce”
Click “Use Custom Domain”
Enter in Custom Domain field “ceceuofu” and click Continue. You will be prompted to log in with your University of Utah SSO credentials (uNID & password).
Click Confirm to connect your Outlook account to your Salesforce Account.
If you have a departmental email or other alternate email accounts within your Outlook client, go back to the beginning of Step 4 and click on an email from the new account. Repeat until all desired accounts are connected to Salesforce.
If someone else on your team has already installed the add-in for a shared account, you may not need to reactivate it. If you have full functionality without reactivating it, no further action is needed.
Tips!
Navigating the add-in
Keep Salesforce open in the desktop client
Click on the Salesforce cloud in the home menu.
In the top right corner of the view, click on the pin.
The pin will turn, and the add-in will stay open as you navigate between different emails.
If you close the add-in pane, you can always re-open it from the home menu ribbon at the top of Outlook.
Log Emails Faster
If you log many emails, you can toggle the Log Emails Faster setting to reduce the time on each email.
Open a message. At the top of the add-in pane, click “Log Email”.
Salesforce will scan the email for relevant people and other objects (tasks, accounts, events, etc.). At the top of the page, you will see an option to Log Emails Faster. Toggle that setting on to come to this view automatically every time you open an email.
To save an email to Salesforce, review the information that Salesforce found. Ensure that the people you want to be associated with the email are selected, and everyone else is unselected.
If Salesforce missed someone (or something) on the email, you can search for the missing pieces at the top of the view by clicking on the icon and selecting your search parameter.
Common objects might be:
Accounts for businesses or departments
Cases for email or web requests
Applications or Application Submissions
Course offerings for upcoming classes
Add the relevant people and objects to the email log and click Save.
Note: People with uNIDs will appear in People/Contacts and Accounts. Link emails to the Contact in People and leave the Account off for ease of use. This will be the default selection in Other.
When you open a logged email, you will see a note that says the email has been logged. You do not need to log it again unless you have changes to make.
You can view logged emails from the Activity component of any record (Contact, Case, Course Offering, etc.)
Log Email on Send
Before you can Log Emails on Send, you want to confirm your settings in Salesforce.
In the top right corner of Salesforce, click on your User Profile, then click on Settings.
You will see your Email to Salesforce address associated with your User account. If you ever need to find that information, you can see it back in your Settings.
You also have the ability to save your Acceptable Email Addresses. The email address associated with your account should be auto-filled for you. If you will be sending emails from team accounts or other aliases for your account, feel free to add them to this box. Separate each email with a comma.
You can also decide what to do with emails that you send to Salesforce.
We recommend that you associate your emails with Contacts at the base level. If you use Leads and Opportunities, feel free to add those as well.
We recommend associating the email with either the oldest record or All records matching the email address for duplicate records.
In the case of no matching record, you can create a task, and Salesforce will notify you of that task, or you can check on the status in your Settings.
If you would like to reference the attachments you are sending from Outlook on records within Salesforce, check the box to always save the attachments. A note here that images in signatures often come through as attachments.
If you want to receive notifications from Salesforce, you can leave that box checked. Then, each time you send emails to Salesforce, you will receive a notification of association from support@salesforce.com.
You also have the option to skip emails with specific domains. However, this is not recommended for our use cases.
Click Save when you are satisfied with your settings.
Now that you have done that, you are ready to relate your emails to records while still composing them in Outlook.
Back in Outlook, start a new message. This message can be a reply to an email to a new message.
In the Message ribbon menu, open the Salesforce add-in.
If you plan to log many emails upon sending, you can click on the pin in the top right corner of the sidebar.
The pin will turn, and the add-in will stay open as you compose and send different emails.
There will not be any related records or People to see in the sidebar from a blank email. However, if you are responding to an email, Salesforce will attempt to identify the recipients and senders of the email, as with received emails.
Click on Log Email on Send. This sidebar will match the standard sidebar when logging received emails. If you have already identified anyone in the To or Cc fields of the email, Salesforce will search for their Contact records. If there is a match, they will be included in the People section of the sidebar. Anyone in Bcc will not be included by default.
Identify the Contact(s) and related Record for the email you are sending and click Save at the bottom once you have confirmed the relations.
Saving the related record(s) will populate a long Email-to-Salesforce email address in the Bcc field of the email.
Complete your email composition and Send as usual. Once it is sent, Salesforce will log your email to the records you identified.
Be sure to include Contact records instead of User or People records if you include staff members on the email!
For more information about Email to Salesforce functionality, visit Salesforce for more information.
Using Salesforce Templates
You have the option to apply Email templates from Salesforce to your emails in Outlook using the sidebar in the draft of an email.
Click Email Templates.
You want to be using All Lightning Templates. The Objects and Folders you have available to you will be based on what you can see in Salesforce.
Select the template you want to use. If there are merge fields within the template, you will need to select Records to populate those fields.
Recipient data will be related to a single Contact, and Object data, such as Case or Course Offering info, will be based on the Related Object.
When you have confirmed the information for the template, click Insert.
The template will be inserted into your email, including the subject line. Make adjustments as needed and send your email as usual.
Log an event
To log an event, open the relevant Calendar appointment in Outlook.
In the Meeting ribbon menu, open the Salesforce add-in.
It will open to the Related view. Click Log Event.
Add people and other relevant objects and click Save.
You can view logged events from the Activity component of any record (Contact, Case, Course Offering, etc.)