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Ways to Save an Email in Salesforce via SmartCloud Connect

Office 365

Tip

Refer to the first part of this article for an overview of SmartCloud Connect’s save email function that explains the internal mechanisms involved.
Also refer to this article for detailed information on how fields are matched between MS Exchange/Office 365 and Salesforce objects.

The pattern of email saving in Salesforce depends on how the message is opened MS Outlook: in Read mode (an email opened for viewing from Inbox, Sent or any other Outlook folder) or in Compose mode (email opened in a separate window for composing – as a New email created, a Reply/Reply all email, or a Forwarded one) and on whether SmartCloud Connect Sync is active, paused or suspended for any reason.

Important

Please note that SmartCloud Connect synchronization processes emails only from the Inbox, Sent, and the custom Salesforce Emails folders of your email client.

 

1. Saving an Email When SmartCloud Connect Synchronization is Active

After you click the Save button (manual or direct email saving) in the Sidebar in Compose mode and SCC Sync is active, the following actions are performed by SmartCloud Connect:

Tip

In the latest SmartCloud Connect updates, after you save an email in Salesforce using the Save button or in any other way, you can quickly open the email’s detailed card as it is saved in Salesforce by selecting the message in MS Outlook and clicking View It in SCC Sidebar’s header.

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Depending on related records search results described in the function overview article:

      1.1. If related objects are found:

  • If your Org has the Enhanced email Salesforce feature enabled, the message will be saved in Salesforce as an Email message Salesforce object instead of a Task; its special formatting as well as other html-encoded elements like inline pictures, tables, or diagrams will be saved. Refer to this article for information about matching patterns applied on saving.

  • Or, if your Org does not have the Enhanced email feature feature enabled, the message will be saved as a completed Salesforce task record in which the main message elements (the sender’s / recipients’ email addresses, sending date and time, subject, the message body, the sender’s signature) are stored as values in its corresponding fields; the special formatting of message body and its signature is not saved, except for the contained links. The task’s Due date field is set to the date when the email was sent or received.

In either case the created email or task object is then linked to related Salesforce records found.

Note

In the updated SmartCloud Connect Adaptive view, there is no drop-down list accessed by clicking ˅ next to Email/Event is not saved at the top of the Sidebar. Instead, relevant records should be selected using the checkboxes put next to records in the Sidebar, or entered in the Save Email/Event as an Activity in Salesforce dialog’s Name and Related To fields.

       1.2. The “Save this email to Salesforce” dialog will appear

Note

In the latest SCC updates the dialog was revised and improved for better usability.

 

To proceed with saving, you need to select People Objects (WhoId) and Business Objects (WhatId) to be linked to the shared email in Salesforce under Linked records – unless the relevant objects have already been retrieved by SCC initial search. Use the Search Salesforce records field to find these objects in Salesforce and select them; to remove an object from the list, click the x icon on the right-hand side.

Note that this field is now unified, used for both these object types. To ensure linking according to your SmartCloud Connect settings and Salesforce configuration, the dialog indicates if there are conflicts in linking of selected objects.

Next, under Attachments, you can select files attached to the email to be shared in Salesforce along with it, including an exact copy of the message in .eml format. Refer to this article for more information. Note that you can also change the files’ names on sharing, by clicking the pencil (Edit) icon next to their names.

Note

An email attachment cannot be saved in Salesforce in the following cases: 1. if it exceeds the file size limit in Salesforce – 25 Mb per file; 2. if the file’s extension was not whitelisted by your local SCC Admin.

Important

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 HasAttachment field will not convey accurate status regarding the presence of attachments, so this field/flag should be disregarded.

 

Finally, you can edit the values in Other fields, these are some of the key fields of the corresponding Task or EmailMessage objects created in Salesforce.
By default, for Task objects you can edit the Subject, Priority, Status (set to Completed if you do not prefer to set another value), and for EmailMessage objects you can edit the Subject field.

Tip

You can add some more editable fields to the dialog via SmartCloud Connect customization settings. There you need to select respectively Task or EmailMessage object type and in the object’s Detailed view mark the fields you want to edit via the dialog as Important.

 

After populating all necessary fields, click the Save button in the bottom right corner of the dialog to share the email in Salesforce.

After the email has been successfully saved in Salesforce, there will appear a success toast notification that the email was saved in Salesforce and (linked to) {number of related records} other objects. Besides, after the email is saved, it will be assigned the blue Salesforce category in MS Outlook.

If SCC synchronization is active, the user-side differences between saving messages in Read mode and Compose mode is the kind of notification you will get (see the screenshots above) and the fact that messages opened in Compose mode will be saved in Salesforce on the following sync session (within 1-30 minutes), unlike messages opened in Read mode, which are saved immediately.

The Salesforce object created when saving an email is logged in SmartCloud Connect Past activities under Activity Timeline and can be opened in Salesforce directly by clicking the blue Expand icon next to it.

 

Auto-sharing All New Email Messages in a Thread

Finally, there is a convenient option that allows saving all new messages in a correspondence thread in Salesforce automatically; please refer to this article to learn how to use it.

 

2. When SmartCloud Connect Sync is not Active

If the Save button is clicked and SmartCloud Connect synchronization is not active for any reason:

  • If the message is opened in Read mode (from the Inbox or Sent folder), it will be saved in Salesforce directly following the regular pattern described earlier. However, note that the blue Salesforce category will not be automatically assigned to the email saved this way in MS Outlook if sync is disabled.
  • If the message is opened in Compose mode (that is, it is a new message created by clicking New email, Reply, or Forward in MS Outlook/Office 365), saving it in Salesforce is not possible until you enable synchronization, or, as a workaround, you could save the message and move it to the Sent MS Outlook folder and then open it in Read mode and save it.

 

3. Besides using the Save button, sharing emails in Salesforce can be done in 3 other easy ways

Please note that when you use these quick ways to save an email, the email is saved in Salesforce associated with all related Contact, Lead, Account, or Opportunity (if enabled in sync settings) objects found following the default pattern, you will not be able to choose which specific Salesforce records to link it to.

      3.1. By assigning the Salesforce email category (only messages opened in Read mode; requires sync to be active):

            3.1.1. In MS Outlook, find the email message you want to save in Salesforce.

            3.1.2. Right-click the message and select Categorize > Salesforce. This message category is marked with blue color.

      3.2. By moving the message to the Salesforce Emails custom folder created by the Add-In (only messages opened in Read mode; requires sync to be active):

            3.2.1. In MS Outlook, find the email message you want to save in Salesforce.

            3.2.2. Drag-and-drop the message to the dedicated “Salesforce Emails” folder, or alternatively right-click > Move > Salesforce Emails folder. On the next sync session emails from this folder will be saved in Salesforce and moved to the Sent folder with the Salesforce category assigned.

or

Note

After an email is put into the Salesforce Emails folder (point 3.2) it is auto-assigned the blue Salesforce category to be processed by SCC sync. After it is shared in Salesforce on the following sync session, the email will be automatically moved back to the Inbox or Sent folder respectively.

      3.3. Using the “Quick Save to Salesforce” Button

There is also a single-click way to save a message in Salesforce using the Quick Save to Salesforce button in MS Outlook ribbon.

When you use the Quick save to Salesforce button to save messages opened in Read mode and related records (accounts, contacts, leads, and opportunities (if enabled in sync settings)) are found in Salesforce, saving is performed directly and immediately; its status is shown as notification lines under message subject:

SmartCloud Connect synchronization should be active since such messages are saved in Salesforce on synchronization sessions; it may take up to 10-20 minutes for a message to be saved in Salesforce this way, depending on actual sync interval, connection speed, the number of related objects found.

The following notification line is displayed when the message opened in Compose mode is marked to be saved on the next sync session; the line also lists Salesforce records it will be associated with:

In case related records are not found after Quick save to Salesforce is clicked, there will appear a notification line suggesting to create a corresponding Salesforce record first:

If you click Quick save to Salesforce for a message opened in Compose mode and synchronization is not active, the message will not be saved and there will appear the following error notification line:

In addition, in this case a suggestion to enable synchronization will appear in SmartCloud Connect Sidebar in Smart Actions > More… > Observations:

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