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Attached Files Handling in SmartCloud Connect (User level article)

Files attached to emails and events can be saved in Salesforce as Content documents (Files) or as Attachment objects, the former being the default way. In either case the files are stored in Salesforce under Notes & Attachments of the primary associated object(s).

Saving attachments as Content documents has the advantages of file duplicates prevention in Salesforce storage and file keeping optimization, so it is the recommended way, while the other way is only used when saving attachments as Content documents cannot be enabled.

For Admin level/setup information about handling of attached files please refer to this article.

Use cases

Please note that several specific aspects of attachment saving/linking mechanisms can be adjusted upon request sent at [email protected]; the patterns described in the article are valid for default setup.

  1. If you save an attachment manually from SmartCloud Connect Sidebar along with an email message or event, via the “Save current email as an Activity in Salesforce” dialog, in Salesforce the attachment will be linked only to the Task or Email message object created, and the Task/Email message object is linked to Lead/Contact objects specified in the Name field of the dialog and other objects specified in the Related to field.

  1. If you save an attachment manually in one of the following ways
  • by expanding a record’s details and then clicking + (Add) next to Attachments

  • by clicking Attach next to a file listed in the Files tab on a record’s card or

  • by selecting Attach files from the picklist of actions available for a record

In these cases the file will be linked only to this specific record.

  1. If you save an attachment by assigning the “Salesforce” category to the email/event containing it , it will be shared in Salesforce by SmartCloud Connect synchronization; the attachment file will be linked to:
  • the Task/Email message object created in Salesforce,
  • associated Account and available Case or Opportunity records (with linking to Opportunities enabled)
  • the record owner’s profile

  1. If email/event autosharing is enabled in Sync Settings and an email/event containing attachments is received from or sent to a known (registered in Salesforce) contact, on the following synchronization session the email will get shared in Salesforce along with the attachment(s). In this case the linking patterns will be the same as in point 3. Note that auto-sharing of messages containing attachments should not consume an excessive amount of Salesforce storage space since prevention of storing of duplicates and attachment filtering are applied (by file extension and size).

Note

Please pay attention that the patterns described in points 3-4 are only applicable for saving attachments as Content document files; if Attachment objects are used instead the files will be linked only to the corresponding Task/Email message object.

Important

To be able to view these files linked to an Activity object (Task or Email message) in Salesforce, make sure to add the Related lists > File object to the Task object’s page layout in Object management settings.

Please also note that if you need to

  • save an exact copy of the email message including all technical data and headers, for example to use it as legal evidence

  • if Salesforce Enhanced email is not enabled in your Salesforce org and you need to save special HTML formatting in the email (e.g. inline tables, diagrams, and so on), or the email’s body exceeds the 32,000 characters limit and you need to share the message in Salesforce without truncation applied

in these cases you can attach an exact copy of the message in .eml format to created Task or Email message Salesforce object, to do that select the checkbox next to the “default attachment” {email subject line}.eml generated for every email message; note that you can also rename the .eml file according to your preferences.

Important

Please note that an email attachment cannot be auto-shared in Salesforce by SmartCloud Connect synchornization in the following cases: 1. if it exceeds the file size limit in Salesforce – 25 Mb per file; 2. if the file’s extension is blacklisted in the Global settings managed by our Support team or is not whitelisted in local Admin panel settings. However, in the latter case the file can be shared in Salesforce manually.

Note

Please note that with Salesforce Enhanced email enabled, due to a technical limitation, when you save an email along with its attachments in Salesforce via the Add-In, the created Email message object’s “Has Attachment” field does not convey accurate information about the presence of these attachments, so this flag/field should be disregarded.