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SmartCloud Connect Initial Search and Applied Record Filters

In SmartCloud Connect, automatic search for related Salesforce records (initial search) follows a specific algorithm of interactions between the Add-In, MS Exchange, and Salesforce. The search algorithm described below illustrates the general functioning principles of the Add-In.

After an email message or event is selected in your email client and the Add-In is open:

  1. The Add-In 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 with Salesforce, this way creating an aggregated list of addresses.
  3. Next, SmartCloud Connect passes the resulting list to Salesforce to match these email addresses with records 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.

The resulting Related records list will include:

  • 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)
  • Accounts retrieved via their Website address field - if it matches the email domain and no associated Contacts are found
  • Other related records retrieved based on message Subject and Body scanning

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 record 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.

Please note that searching for records related to internal emails can also be performed, if the Add-In 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.

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 other filters which can be adjusted in customization settings (Global search filter and Contextual search filter).
  2. The blacklisted addresses / domains filter and other 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, 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 current date; a support Case object must be open and created within 3 months (90 days) in the past from current date; if the custom Matter object is used in your implementation, only open matters will be displayed.

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 allow you to save internal emails using the Save button in the Add-In.

Note

You can always manually search for internal records using the Search functionality in the Sidebar.

This is done using the ServiceOrganizationDomains setting (or the corresponding switch button) in Administration Panel. SmartCloudConnect adds different variations of your corporate domain (the list of aliases in MS Exchange) as comma-separated values to this particluar setting.

To make SmartCloud Connect ignore this setting and enable it to save internal emails when clicking the Save button in the Add-In:

1. Go to Customization page.

  1. In the Application Settings area, select the Allow creating duplicated emails in Salesforce checkbox.

  1. Click Save in the upper right corner.

This will enable SmartCloud Connect to save internal emails on the Organizations level, and the Add-In will ignore this setting during all synchronization attempts. However, certain users that have access to their Customization page may add certain domains to their Blacklisted Domains box in the Email Sync Options card. Learn more about the blacklist in the following article.

For example, if you want to blacklist free email services like Gmail.com and Outlook.com, you can add them to the Blacklisted Domains box as comma-separated values. 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 automatically be 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 Allow creating duplicated emails in Salesforce checkbox (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 from lookup 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. Please send us a request via the Contact button in the upper right corner of this page or by email at [email protected] to enable permanent 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 show.

  • 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 Filter 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 will suggest creating them. And if the user creates them in the Add-In, Salesforce may respond with a duplicate records notification