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SmartCloud Connect Initial Search and Applied Record Filters

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In SmartCloud Connect, automatic search for relevant Salesforce records (initial search) follows a specific algorithm of interactions between the Add-In/Gmail Extension, MS Exchange/Office 365 (or Gmail), and Salesforce. The below graph illustrates the general relevant records retrieval principle applied by the Add-In/Chrome Extension.

Note

The Initial Search also determines what object category tabs will be present on the Add-In’s home screen, based on Salesforce configuration data. Note that while some added object types with set Salesforce views will be handled in “out-of-the-box” SCC configuration, other custom ones must be specifically configured to be handled by SCC.

 

After an email message/calendar item is selected or opened in your email client and the Add-In/Chrome Extension is open:

  1. The Add-In/Chrome Extension obtains the full list (initial list) of senders/recipients from this item in MS Exchange
  2. SmartCloud Connect filters the initial list by removing the addresses which contain your corporate domain(s) (“internal emails”) and the addresses/domains specifically blacklisted from sharing in Salesforce by SmartCloud Connect synchronization, this way creating an aggregated list of addresses
  3. Next, SmartCloud Connect passes the resulting list to Salesforce to match these email addresses with objects stored in Salesforce
  4. Salesforce matches the addresses from the aggregated list against the record fields
  5. The results are displayed in the SmartCloud Connect Sidebar as Related records
  • Associated Lead(s) found using the email address(es)
  • Associated Contact(s) found using the email address(es), their associated Account(s) as well as other records (Opportunities, Cases), other records (Opportunities, Cases) associated with the Account(s)
  • If no associated Contacts are found, the list will include Accounts retrieved via their Website address field value, if it matches the email address domain
  • Other related records retrieved, based on message Subject, Body, and signature reading, including your Org-specific custom objects, provided you have added them to SCC handling scope

Note

If the aggregated list contains no addresses (that is, all addresses were filtered out as internal/blacklisted), the message is categorized as Internal and no related records are displayed for it.

Note

If SmartCloud Connect reads a support Case code contained in the message’s subject line, it also retrieves and adds the corresponding Case to the related records list. Additionally, If there are direct links to Salesforce records (e.g., http://yourcompany.my.salesforce.com/0011J00001C5VJa) or email addresses found in message body, these items are also added to the list.

Note that searching for records related to internal emails can also be performed, if the Add-In/Chrome Extension is configured to do so by enabling the Include internal emails into search results option on SmartCloud Connect Customization page – this option excludes internal email addresses filtering by Initial Search.

 

How SmartCloud Connect Filters Records Displayed in Search Results

In addition to the customizable viewed items filters applied to make SmartСloud Сonnect’s display of Salesforce records convenient and focused, SmartCloud Connect – Salesforce records synchronization includes certain synced items filters necessary for sync optimization, so the items actually displayed in SmartCloud Connect search results are what remains after application of all these filters, besides the search criteria you have entered.

The applied filters are:

  1. The “internal emails” filter and the Do not load related objects lists filter to learn how to disable or enable these filters), as well as secondary “items focusing” Salesforce views which can be set in customization settings (Global search filter and Contextual search filter)
  2. The blacklisted addresses / domains filter and several filters applied on records synchronization

This way, if the searched for item is not displayed, it may have been hidden by one of the above listed filters. To determine the reason why the record was not shown in search results:

  • Check the list of the addresses which have been filtered out as internal or blacklisted under Smart Actions bar > More… > Observations, “Some not important emails were filtered:“ in SmartCloud Connect Sidebar.

Important

In addition, to bring up only actual records, SmartCloud Connect initial search applies specific filters for certain objects listed in Related records. To be included, an Opportunity object must be either be closed within 1 year (365 days) in the past or expected to be closed within 6 months (180 days) from the present date; a Support Case object must be open and created within 3 months (90 days) in the past from the current date. Please also refer to this article to learn how to include closed Cases and Opportunities into SCC handling scope.

 

Internal Emails, Corporate Domains, and the Blacklist

By default, SmartCloud Connect recognizes your corporate domains on the Organizations level in the Administration panel and does not auto-share them in Salesforce if the corresponding setting is enabled.

Note

You can always make use of user-initiated search if you want to save an email categorized as internal or blacklisted to Salesforce, linked to an existing object.

The list of internal email addresses/domains is defined via the corresponding field in the Admin panel. SmartCloud Connect also adds different existing variations of your corporate domain (based on the list of aliases retrieved from your MS Exchange) as comma-separated values to this list.  

In case you need to enable retrieval of related records for internal (in-org) email messages and calendar items, follow the steps below.

1. Go to Customization page.

  1. In the Application Settings area, select the Include internal emails into search results checkbox.

  1. Click Save in the upper right corner.

This will enable SmartCloud Connect to work with internal emails on the Organization’s level, thus the Add-In/Chrome Extension will also disregard the corporate email addresses list on all synchronization sessions.

The users who have access to their Customization settings can add specific domains to their Blacklisted Domains list (the individual not-to-be-shared by SCC synchronization blacklist) in the Email Sync Options Customization section of Customization settings. This individual blacklist is combined with the corporate blacklist. Learn more about the blacklist in this article.

For example, if you want to blacklist from syncing emails received from/sent to addresses belonging to free email services like gmail.com or outlook.com, you can add them to the Blacklisted Domains box as comma-separated values. Note that the list does not support using wildcards. Messages or events received from users with the specified domains in their email addresses will not be automatically shared with Salesforce.

All domains added to the Blacklisted Domains box will also be automatically added to the ServiceAutoTrackBlackList setting on the User level as comma-separated values.

SmartCloud Connect uses both ServiceOrganizationDomains and ServiceAutoTrackBlackList settings during each synchronization attempt to filter out internal emails and blacklisted domains. Some users may have their corporate domains blacklisted, in addition to it being specified in the ServiceOrganizationDomains setting of the Organization they belong to.

To save internal emails, if you select the Include internal emails into search resultscheckbox (as described above), make sure that your corporate domain is not specified in the Blacklisted Domains box as well.

Important

If an email is received from multiple senders, and only some of the email addresses are on the blacklist, the email will still be saved and linked to the records associated with the senders who are not blacklisted.

 

SmartCloud Connect initial search is based on Salesforce search; by default its results include all records linked to an object one of whose fields specified in the Search by list contains a matching identifying value (e.g. email address or name) extracted from the incoming email message or calendar item. This broad search approach is useful in most cases, as it is highly inclusive. However, when applied to searching among internal emails (that is, Allow creating duplicated emails in Salesforce is enabled), the default broad search might retrieve too many undesired associated records from Salesforce, including owned records and ones retrieved via WhoIs/WhatIs fields. To prevent that, SmartCloud Connect always applies strict initial search for internal emails, making the results more focused.

Note

If broad initial search matches are too many, only a selection of them is displayed in Related records. If you notice that occurring, i.e. you see some distantly related records instead of expected ones, it might be necessary to enable strict initial search permanently to get focused results. Send a corresponding request to our Support team to enable permanent application of strict initial search in your configuration.

 

Opportunity Contact Roles Associations

Please note that in the latest SmartCloud Connect updates contact roles set for Opportunity objects are also considered on initial search and associated records found through the roles are also listed in Related records in the Sidebar.

 

  • If an incoming/outgoing Email or Event has an associated Contact linked to an Account, both will be displayed in related record list retrieved by Initial Search.

  • Initial Search displays among Related records only those additional Contact associations (e.g. Opportunities or Cases) which object-specific user defined Contextual search filter allows to retrieve.

  • If there are duplicate records found which are based on the same email address, e.g. a Lead and a Contact, all of them will be listed among Related records.

  • If an incoming/outgoing Email or Event has an associated Contact but no Account linked to it, there will be no direct suggestion to create an Account for it, since some business contacts might represent no companies and thus require no Account linking.

Note:

If an Account includes a website link that corresponds to the address domain used in email correspondence, SmartCloud Connect Initial Search will list it among Related records only if no associated records were found. Additionally, on Contact creation, when suggesting an Account to be associated with the Contact, Initial Search first checks for related Contacts and Accounts by the domain of email address specified for the new Contact; then, if no records are found this way, for Accounts containing website link corresponding to the email domain.

 

Additional notes on the Global Search View Setting

  • Besides the Related record list, the Global search filter is also applied when objects are internally searched for by their identifier. This may cause certain confusions: Additional related objects (Accounts, Opportunities, Cases, or custom objects) will be essentially filtered out of display according to the set Global view. For example, if you select Accounts to be filtered out by this setting, Initial Search will retrieve and display all Contacts associated with a relevant Account along with the primary related Contact, but not the Account itself. Similarly, clicking on a reference to an object filtered out by the actual Global view will not open the object in the Sidebar. On SmartCloud Connect user-initiated search, records not belonging to the actual Global view may appear in SmartCloud Connect search suggestions, but selecting them will not bring up any search results.
  • Sometimes, if certain records were not retrieved by Initial Search because of the Global search filter applied, the Add-In/Chrome Extension will suggest creating them. And if the user creates them via the Add-In/Chrome Extension, Salesforce may respond with a duplicate records notification