Skip to content

Managing MS Outlook Contacts with SmartCloud Connect

Office 365

SmartCloud Connect synchronization ensures continuous background sync of your business contacts between MS Outlook/Exchange and Salesforce. Once activated, SCC synchronization runs every 30 minutes.

Tip

Refer to this article to learn how MS Exchange Contact item fields are matched with Salesforce contacts by SmartCloud Connect. Also refer to this article for more details on configuring what objects to synchronize.

Enabling Contacts Sync

To enable background synchronization of Contacts, go to synchronization Dashboard (see the article Opening the Dashboard), select Sync Settings > Filters and enable the Synchronization switch under Contacts:

To set a Salesforce list view to be applied by SmartCloud Connect when defining the scope of Contacts to be processed by synchronization:

  • 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

 

Personal Contacts and Salesforce Contacts

After Contacts synchronization is enabled, SmartCloud Connect creates in MS Exchange/Outlook a dedicated folder Salesforce Contacts and mirrors all business contacts you have in Salesforce as MS Outlook contacts put in this folder, matching their fields according to established mapping patterns.

MS Outlook Contacts moved to this folder by the user will be assigned the custom Salesforce category and shared in Salesforce on the following sync session.

Note

Your personal MS Outlook contacts located in the primary Contacts folder or any other MS Outlook folders will not get shared in Salesforce. Only contacts assigned the Salesforce category or moved to the Salesforce Contacts folder will get shared.

 

Contacts Synchronization

Creating a Contact in Outlook

There are several ways to create a Salesforce contact from MS Outlook via SmartCloud Connect.

Create in Salesforce Contacts folder

Select the Salesforce Contacts folder in MS Outlook contacts 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 initiate creation of a matching Contact object in Salesforce.

Sharing a contact using the Salesforce Contacts folder

If you want to share an MS Outlook contact in Salesforce, drag and drop or right-click and move it to the Salesforce Contacts folder.

Sharing a contact using the Salesforce category

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

SmartCloud Connect will assign the new Contact the Salesforce category and initiate creation of a matching Contact object in Salesforce. This contact will be moved to Salesforce Contacts folder in Outlook.

 

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 Outlook

If you delete an already synchronized Contact from the Salesforce Contacts folder in MS Outlook, SmartCloud Connect checks the Deletion settings (see the article Choosing What to Synchronize) and proceeds accordingly:

  • if Contacts deletion is allowed - the Contact gets deleted from Salesforce 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’ data 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 is visible within the set view (see above), the corresponding contact in Salesforce Contacts folder in Outlook gets updated right after the next synchronization.

 

Deleting a Contact in Salesforce

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