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Calendars Synchronization: Essential Exceptions

This guide covers exceptions to the Calendar Items synchronization. Also refer to this article explaining advanced SCC sync patterns and to this article explaining custom sync adjustment settings.  

In what cases the calendars are not 1:1 identical?

Both Salesforce and MS Exchange/Office 365 have certain technical restrictions which can lead to events not always syncing between the calendars. Some underlying causes are outlined in this Salesforce article.

 

Recurring events created in Salesforce

Recurring events created in Salesforce will not sync to Exchange

Why?
• Technical reason. Exchange disallows changing the owner of an event
• Deleting original event would send cancellation notices which may not be accurate to attendees
• Feature developed to prevent users from accidentally sending meeting notes to attendees
• Edits to description in Outlook notify the event owner that attendees will receive the update, but this warning is not seen if the change is made within Salesforce
• Within SFDC, contacts may be deleted without considering the implications for Attendees
• Outlook notifies the event owner that updates will be sent to removed/changed attendees, whereas this is not seen if the change is made within Salesforce

 

If the event owner is a Salesforce user not using SmartCloud Connect, and at least one attendee is a Salesforce user in the same org who is using SmartCloud Connect, the event is not synced

• Will trigger a synchronization error within SmartCloud Connect
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues

Why?

• If the event owner later starts using SmartCloud Connect, this would create events duplicates

Note

These events will be linked to corresponding Contacts/Matters via WhoId (‘Name’) and WhatId (‘Related To’) fields

• If attendees’/organizer’s email addresses which are retrieved from Exchange are aliases that differ from emails which are used in SFDC, SmartCloud Connect will resolve these attendees using aliases provided by Exchange

Why?

• Technical reason: Salesforce does not allow Attendees on private events, and does not allow private events to be related to a record.

• Technical reason: Salesforce does not allow Attendees on private events, and does not allow private events to be related to a record.

• Technical reason: Salesforce does not allow Attendees on private events, and does not allow private events to be related to a record.

 

Exceptions to 1:1 event sync valid for event series created in Exchange

Detailed exceptions to 1:1 event syncing for recurring events

If you have a series of recurring event with a pattern that does not exist in Salesforce:

• It will trigger a synchronization error within SmartCloud Connect
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface
• Specific restrictions are described in this Salesforce help article
• Technical reason. Salesforce does not support the needed synchronization logic

 

If you have a recurring event with a very high number of occurrences

• Salesforce will show a limited number of occurrences
• Older occurrences are not removed, and upcoming occurrences added in a rolling pattern (only when event was updated and 25% of the occurrences limit is exhausted) defined by Salesforce in this help article
• If Exch daily meeting has 100 occurrences (see other patterns in SFDC article above), it’s synced to SFDC, but if a User updates it in SFDC, it’s synced to OL as an event without any limits

Why?
• Technical reason. Salesforce limits number of occurrences

 

If you have a recurring event (series, master event) that was changed

• Microsoft will change past events and future
• Salesforce will change only future events
• SCC handles an update of event series in SFDC in the following way: past events are not changed no updates are sent to attendees, only future ones are updated
• Salesforce will overwrite any changed event description, location, and WhatId relationships for individual events in the series based on the “master” event: all occurrences in Exchange will be changed, including all exceptions

Why?
• Technical reason. The two systems handle this differently

 

If you have a recurring event that is an all-day appointment • The event will not sync to Salesforce
• Will trigger a synchronization error within SmartCloud Connect
• How does the user know this?
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface

Why?
• Technical reason. Caused havoc due to what “all day” means with relation to time zones

 

If you convert already synced single event to a recurring event in Exchange • The recurring event will not sync to Salesforce
• Will trigger a synchronization error within SmartCloud Connect
• How does the user know this?
• Categories applied to the event in exchange stating the error
• Sync Settings Dashboard for user will show list of synchronization issues, if they view this interface

Why?
• Technical reason. Salesforce does not allow converting single to recurring event

 

Time zone auto-sync exceptions

If an event created in Exchange uses a time zone that is not supported by Salesforce, the event may not sync. Refer to this article for all details.