Managing Contacts with SmartCloud Connect (Contacts Sync)

Office 365

SmartCloud Connect synchronization performs continuous background syncing of your business Contacts between MS Exchange/Office 365 and Salesforce. Once activated, SCC synchronization runs every 30 minutes on server side. Bidirectional MS Exchange/Office 365 ↔ Salesforce contacts syncing carried out by SCC is a well-elaborated process that also ensures conveying of Salesforce contacts into your Exchange address book and their use by MS Outlook/Outlook.com AutoComplete on email composing or meeting creation.

Tip

Refer to this article to learn how MS Exchange/Office 365 Contact item fields are matched with Salesforce Contacts by SmartCloud Connect. Also refer to this article for more details on configuring objects synchronization.

Enabling Contacts Sync

After SCC sync is set up, to enable Contacts sync, go to Synchronization Dashboard (see the article Opening the Dashboard), open Sync Settings > Filters in the pane on the left-hand side and enable the switch button under Contacts:

 

To set a focused Salesforce list view to be applied by SmartCloud Connect on Contacts syncing:

  • open Sync dashboard > Sync Settings > Filters

  • click > Customize under Contacts

  • select one of the options: All available contacts, Only my contacts (this view is set by default), Custom view

  • in case you selected Custom view, specify a preconfigured Salesforce Contacts custom view in the corresponding picklist

  • click Save to enable the view

 

After SCC synchronization is set up, SmartCloud Connect creates in MS Exchange/Office 365 a dedicated folder Salesforce Contacts and mirrors all business contacts which you own in Salesforce as Exchange/Office 365 contacts put in this folder, matching their fields according to established mapping patterns. However, note that your Contacts existing in MS Exchange/Office 365 prior to SCC sync activation will not be synced with Salesforce, unless you specifically select them to be synced using either one of the methods described below.

 

Selecting Contacts to be synced

There are two ways to synchronize an Exchange/Office 365 contact with Salesforce via SmartCloud Connect:

By creating or moving a Contact in the Salesforce Contacts folder

  • Select the Salesforce Contacts folder in MS Outlook/Outlook.com Contacts tab and click the New Contact icon; then fill in the contact’s data and save it. SmartCloud Connect will assign the new Contact the Salesforce category and create of a matching Contact object in Salesforce by SCC sync.

  • Alternatively, drag and drop or right-click and move an existing Contact to the Salesforce Contacts folder - it will be shared in Salesforce on the following sync session. To be continuously synced with Salesforce, contacts should remain in this folder; any updates made on either side will be mirrored on the other, through two-way synchronization.

 

Syncing a Contact using the custom Salesforce category

Alternatively, you can share a contact in Salesforce by assigning it the Salesforce category.

SmartCloud Connect will move the marked contact to the Salesforce Contacts folder and create a matching Contact object in Salesforce on the following sync session.

Note

If the Salesforce category is unassigned after an item was moved to the dedicated Salesforce folder and synchronized with Salesforce, SCC sync will automatically restore the category on this item on the following sync session – items should stay synced if you just unassign the custom category from them but leave them in the dedicated folder. In the opposite case, if a synchronized item is removed from the dedicated Salesforce folder to be unsynced, SCC sync will automatically remove the custom category from this item on the following sync session.

Note

Your personal MS Exchange/Office 365 contacts located in the default Contacts folder or other folders will not get shared in Salesforce. Only the contacts assigned the Salesforce category or moved to the Salesforce Contacts folder will get shared.

 

Special Patterns Applied on Contacts Processing

When a Contact is created and synchronized from MS Outlook to Salesforce, the following pattern is applied in order to find a relevant Account to link this Contact to:

1. The value of the Contact’s Company field is used to search for relevant Account(s) in Salesforce.

2. If an Account with exact Company field matching is found - the Account is used for Contact linking. In case there are several Accounts found, one with the earliest creation date is used.

3. If there is no direct match, the Company field’s value is searched for among sub-strings of Account names in Salesforce, and if there is only one matching Account found, it is used to link the Contact to. If no relevant Account is found this way, see point 4.

4. If no matches with the Company field’s value are found among Account names in Salesforce, a Contact with empty Account association is attempted to be created in Salesforce.

Tip

In case you want to adjust the Contacts processing mechanisms to meet your company’s specific preferences: by adding extra required fields, changing default values in some fields, ensuring auto-linking to a specific Account, etc., please send a corresponding configuration request to our Support team, describing your preferences in detail (option is only available for Enterprise customers).

 

Contact updates syncing

When a Contact located in the Salesforce Contacts folder in MS Outlook is modified, these changes are conveyed (up-synced) to its matching Salesforce Contact object on the following sync session. A two-way sync pattern is used, so if you modify a Contact’s fields values in Salesforce, they will be down-synced to its matching Contact in MS Outlook.

 

Deleting a Contact in Exchange/Office 365

If you remove an already synchronized Contact from the Salesforce Contacts folder or delete it, SmartCloud Connect checks the value of the Deletion setting (see the article Choosing What to Synchronize) and proceeds accordingly:

  • if Contacts deletion is allowed - the Contact gets deleted from Salesforce as well, on the following sync session

  • if Contacts deletion is not allowed - the Contact gets automatically re-created in the Salesforce Contacts folder on the following sync session, its fields’ values retrieved from Salesforce

 

Adding a Contact in Salesforce

When a new Contact is added in Salesforce and it is visible within the set view (see above), it appears in the Salesforce Contacts folder in Outlook after the next synchronization.

 

Modifying a Contact in Salesforce

When an existing Contact is modified in Salesforce and it belongs to the set list view (see above), the corresponding contact in the Salesforce Contacts folder in MS Exchange/Office 365 gets updated, on the following sync session.

 

Deleting a Contact in Salesforce

When a synced Contact is deleted in Salesforce, the corresponding contact in the Salesforce Contacts folder in MS Exchange/Office 365 gets deleted as well, on the following sync session.