Salesforce.com: Spring 13 Getting Microsoft Outlook and Salesforce in Sync Last updated: March 8, 2013 Copyright 2000 2013 salesforce.com, inc. All rights reserved. Salesforce.com is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.
Table of Contents Table of Contents Syncing Microsoft Outlook and Salesforce Overview...1 Salesforce for Outlook System Requirements...2 The Big Picture for Setting Up Salesforce for Outlook...3 Downloading the Salesforce for Outlook Installer...4 Installing and Setting Up Salesforce for Outlook...5 Customizing Salesforce for Outlook...7 Syncing Items and Adding Emails...8 Adding Emails to Salesforce...10 i
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Syncing Microsoft Outlook and Salesforce Overview Syncing Microsoft Outlook and Salesforce Overview Are both Outlook and Salesforce essential to your daily work routine? If so, you can boost your productivity by automatically syncing between the two systems. Salesforce for Outlook, a Microsoft Outlook integration application that you install, automatically syncs contacts, events, and tasks between Outlook and Salesforce. You can also manually add Outlook emails to these Salesforce records: Contacts Accounts Opportunities Leads Depending on your organization, you may be able to customize what you sync and the sync directions between Outlook and Salesforce. Your administrator determines the level at which you can customize these settings in Salesforce. This guide provides the most essential details to get up and running with Salesforce for Outlook. Understanding What Goes Where In many cases, organizations set up Salesforce for Outlook to sync contacts, events, and tasks both ways between Outlook and Salesforce. This keeps your data synced automatically. Your organization, however, may differ with what you can sync and the direction you sync. For example, your organization may sync only contacts from Salesforce to Outlook. The emails you add go from Outlook to Salesforce only. If your organization is set up to add email, you select only the emails you want to add to your Salesforce contacts, opportunities, and leads. 1
Salesforce for Outlook System Requirements Salesforce for Outlook System Requirements Review these requirements before you download and install Salesforce for Outlook. System Requirements Your default email program must be Microsoft Outlook 2010 or 2007 using Microsoft Exchange. Microsoft Windows 8, Microsoft Windows 7, Windows Vista (32-bit), or Windows XP (32-bit) all using Microsoft Exchange. Not supported on Apple Macintosh operating systems. Latest versions of hot fixes for Outlook and Windows Additional Requirements for Servers, Installers, and Single Sign-On Servers Server configuration Does salesforce.com support this server configuration? Systems that connect to the Internet through a proxy server Yes. We support automatic proxy detection, manual proxy, and NTLM proxy authentication. We don t, however, support manual proxy authentication. IMAP and POP3 email servers Terminal servers, such as Citrix servers No. No. Installers We don t support Microsoft Office Click-to-Run for any Salesforce for Outlook installers. If you plan to use the.msi installer, you may need to install the following additional tools: Microsoft.NET Framework 4 Microsoft Visual Studio 2010 Tools for Office Runtime Primary Interop Assemblies (PIA) Redistributable for your version of Microsoft Outlook Microsoft Windows Vista and Windows 7.msi users must run the command prompt as an administrator and then launch the installer from the command line, such as from the command msiexec /i SalesforceForOutlook.msi. Single Sign-On Salesforce for Outlook supports both delegated authentication and Security Assertion Markup Language (SAML) requirements. When using SAML in Salesforce for Outlook, My Domain is required. We don t support using a separate online identity provider for single sign-on. 2
The Big Picture for Setting Up Salesforce for Outlook The Big Picture for Setting Up Salesforce for Outlook Setting up Salesforce for Outlook is quick and easy. 1. From Salesforce, you ll download the Salesforce for Outlook installer. 2. You ll install Salesforce for Outlook on your computer, and then perform an easy configuration procedure. 3. Depending on the restrictions your administrator sets, you ll customize Salesforce for Outlook settings to sync what you want and indicate sync directions between Microsoft Outlook and Salesforce. You can now continue to Downloading the Salesforce for Outlook Installer on page 4. 3
Downloading the Salesforce for Outlook Installer Downloading the Salesforce for Outlook Installer You ll download the installer from Salesforce. 1. Close Microsoft Outlook. 2. If Salesforce for Outlook is open, make sure you close it now. To do so, right-click the Salesforce for Outlook icon ( ) in your system tray, then click Exit. 3. In Salesforce, click Your Name > Setup > Desktop Integration > Salesforce for Outlook. 4. Click Download. Then click Save File. If the Download button is unavailable, ask your administrator to create an Outlook configuration for you. If you re an administrator, you can deploy installations to multiple users simultaneously using the.msi version of the installer. Let s now continue to Installing and Setting Up Salesforce for Outlook on page 5. 4
Installing and Setting Up Salesforce for Outlook Installing and Setting Up Salesforce for Outlook Now that you ve downloaded the installer, you can begin the installation and setup process. 1. Open the installation file you downloaded and saved, and complete the installation wizard. Note: If you don t yet have.net 4 installed, the installation wizard installs it for you. Keep in mind that the installation wizard prompts you to restart your machine after it installs.net 4. You then need to run the installation wizard again to complete the installation process. 2. Open Microsoft Outlook. The setup wizard opens, and the Salesforce for Outlook icon ( ) appears in your system tray. To manually open the wizard, right-click this icon and click Settings. 3. If you need to log in to a Salesforce site other than the default, click Change URL and pick the server to which you want to connect. If the server you want isn t listed, select Other... and enter the URL, such as a custom domain used by your organization. 4. Enter your Salesforce username and password. 5. Click Approve. This creates a secure connection between Outlook and Salesforce. You won t need to log in again unless you encounter an error. Note: If your organization restricts IP addresses, logins from untrusted IPs are blocked until they re activated. Salesforce automatically sends you an activation email that you can use to log in. This lets you connect without IP restrictions from anywhere. 6. Click Next, and choose the folders you want to sync. You can use your default folders or click Change Folder and select or create a folder that s within your default folders or the main Mailbox folder. 7. Click Next, and then choose options for syncing private items. By default, Salesforce for Outlook doesn t sync private items. 5
Installing and Setting Up Salesforce for Outlook 8. Click Save. A welcome message appears at the system tray icon ( ), which is now active. If you re configured to sync Outlook items, all data in your selected folders syncs automatically. The icon spins to let you know when data is syncing. We ll now continue to Customizing Salesforce for Outlook on page 7. 6
Customizing Salesforce for Outlook Customizing Salesforce for Outlook Depending on the restrictions your administrator sets, you may be able to customize: What you sync, including contacts, events, and tasks The direction you sync between Microsoft Outlook and Salesforce Your ability to manually add Outlook emails to Salesforce contacts, opportunities, and leads 1. Right-click the system tray icon ( ), and select Salesforce.com > Outlook Configuration. The following image shows how options will appear if your administrator doesn t place restrictions on Salesforce for Outlook customizations. 2. Review your email settings. 3. If you want to change the types of items that sync, select or clear the check boxes. 4. If you want to change sync directions and conflict behavior, use the drop-down lists. 5. Click Save. You re now ready to continue to Syncing Items and Adding Emails on page 8. 7
Syncing Items and Adding Emails Syncing Items and Adding Emails When Salesforce for Outlook automatically syncs items and you manually add emails, Salesforce for Outlook assigns your items and emails to Salesforce records. As part of your daily routine, you can also: Exclude certain items from syncing, and Assign any items that Salesforce for Outlook couldn t automatically assign. Excluding Certain Records from Syncing You have a couple of options for excluding certain items from syncing with Salesforce for Outlook. You can choose to sync items you mark as Private in Microsoft Outlook. If you don t want to sync private items, open Salesforce for Outlook Settings, and select the types of private items you don t want to sync. If you don t want certain Outlook items to sync, regardless of whether they re marked as Private, assign them to the category Don t Sync with Salesforce in Outlook. For details on using categories in Outlook, refer to your Outlook documentation. Managing Unresolved Items You ll notice that not all items you sync and emails you add assign automatically to Salesforce records. If details between Salesforce and Outlook are either missing or duplicated, Salesforce for Outlook can t assign these items and emails. You ll manage unresolved items directly in Salesforce. The items and emails that Salesforce for Outlook can t automatically assign to Salesforce records appear on the My Unresolved Items page. As part of your daily routine, you ll use this page to manage the unresolved items that require your attention. Recurring events do not appear on the My Unresolved Items page. Instead, you can go directly to the recurring events in your calendar to associate the recurring events with Salesforce records. 1. Easily access the My Unresolved Items page using either the Unresolved Items shortcut on the sidebar, or the home page links for unresolved emails, tasks, and events. 2. Quickly review unassigned items by type using the tabs Contacts, Events, Emails, and Tasks. 3. View your unassigned items. 8
Syncing Items and Adding Emails 4. Assign your items to Salesforce records either manually or using Salesforce recommendations or confirm you want to leave them unassigned. Let s now continue to Adding Emails to Salesforce on page 10. 9
Adding Emails to Salesforce Adding Emails to Salesforce From Microsoft Outlook, you can manually add emails to Salesforce. When you add emails, Salesforce receives the emails and, based on your My Email to Salesforce settings, adds them to either the Activity History related list of matching records or the My Unresolved Items page, where you can manually assign them. Unresolved emails also appear in your open task list. Before you can add emails to Salesforce, you ll need the Add Email feature enabled. To verify this setting, see step 2 in Customizing Salesforce for Outlook on page 7. Adding Existing Emails You can select up to 10 sent or received emails. Keep in mind that you can t add other mail items, such as meeting invitations or meeting updates. 1. In Outlook, select the emails you want to add. 2. Click Add Emails. Sending and Adding New Emails Simultaneously When you compose new emails, you can send and add them to Salesforce simultaneously. 1. In Outlook, compose a new email. 10
Adding Emails to Salesforce 2. Click Send and Add. What s Next? Now that you know the basics of syncing items and adding emails, you can see these Salesforce help topics to learn how to keep your systems in sync. Managing Your Salesforce for Outlook Configuration Using the Salesforce for Outlook System Tray Application Salesforce for Outlook FAQ Thanks for using Salesforce! 11