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Sharing Calendar Items in Salesforce (Adaptive view)

The general pattern of saving a calendar item (MS Outlook meeting / appointment / event) depends on whether it is initial sharing on which the corresponding Salesforce event object is created or it involves updating / modifying an existing event. Initial sharing is performed by SmartCloud Connect synchronization so sync must be running when you are saving a new calendar item in Salesforce, while updating / modifying an existing event object is made in Salesforce immediately by the Add-In.
Please also refer to this article for information about patterns applied with regard to attendees’ lists on Exchange-to-Salesforce and Salesforce-to-Exchange synchronization.

Meeting / Appointment Autosharing

If the meeting auto-sharing / appointment auto-sharing switch-buttons in SmartCloud Connect sync settings are enabled, the Add-In will automatically share in Salesforce respectively all meetings or all appointments which you create or accept (also tentatively accept) in MS Outlook.

Important

​ SmartCloud Connect auto-shares only those meetings and appointments which belong to the sliding time window between 2 weeks (14 days) in the past and 2 months (60 days) after present date; older calendar items and ones scheduled to occur in more than 60 days are omitted from sync.

Please also note that calendar items synchronization follows different scenarios [sync scenarios link] depending on whether internal or external contacts are involved.
Note that auto-sharing also requires SmartCloud Connect sync to be running.

Saving Calendar Items Manually

Calendar items can also be saved in Salesforce manually in one of the following ways:

1. By assigning them the blue Salesforce category:

  • click Categorize in MS Outlook ribbon and select Salesforce from the drop-down list
  • or right-click the item and select Categorize > Salesforce

2. By clicking the Save button at the top of SmartCloud Connect Sidebar for the calendar item opened in MS Outlook.

Important

​ the Save button will be enabled only after you select in the Sidebar the relevant Salesforce records to link the event to.

Tip

​ For your convenience there is a drop-down list of records the calendar item could be associated with in Salesforce. You can access it by clicking ˅ next to “Event is not saved” at the top of the Sidebar. Toggle checkboxes next to relevant records (contacts, accounts, leads, or opportunities (if enabled in sync settings)) on the list to include or exclude them from being associated with the message being saved; you may also use the Select all / Deselect all button located under the Save button to pick multiple records promptly.


After you click Save, there will appear the following confirmation dialog:

Either way, if it is initial sharing of the calendar item, it will be saved in Salesforce on the next synchronization session; if the event object already exists, it will be updated immediately.

!!! note “Note” by default, internal meetings (calendar items in which all attendees and the organizer belong to your Salesforce org) can only be saved in Salesforce manually using the described above procedures. However, there is also an Admin panel setting that allows sharing internal events in Salesforce automatically; you can request that via the Contact button in the upper right corner of this page or by email at [email protected]

Name and Related To Fields

In the latest SmartCloud Connect for Salesforce updates the “Save event as Activity to Salesforce” dialog as well as the “Create Event” dialog include the following fields:

Name - used to set the event’s primary associated record in Salesforce, the key Contact or Lead

Related To - this field is optional and is used to link an additional related object, e.g. an Opportunity or Account, if necessary

Saving Series of Recurring Items

If you need to share series of recurring calendar entries in Salesforce, please refer to this article to learn how to enable possibility in Salesforce. In addition, it needs to be enabled in SmartCloud Connect Admin panel; contact us at [email protected] to request that.

Please note that in the latest versions of SmartCloud Connect recurring events can also be shared in Salesforce automatically.

Custom Salesforce Categories in MS Outlook

The following custom Salesforce categories are assigned to calendar items in MS Outlook to indicate their sync status:

Blue Salesforce category: item already shared or marked to be shared in Salesforce by sync

Red Sync Error category: item synchronization error

Besides these statuses there are temporary white categories assigned to events which provide additional information, for example “ Status: Tracked successfully.” (for items saved in Salesforce automatically through synchronization) or “Status: Required fields are missing: …” explaining an error’s cause.

Note that in MS Outlook calendar view, items shared or marked to be shared in Salesforce by sync and items with synchronization errors are accordingly color-marked, so you can instantly tell their status:

Tracking Event Synchronization Issues

If something went wrong about calendar items synchronization, you can track error causes in sync Issues > Events on SmartCloud Connect sync dashboard.

Unresolved Meeting Participants

An unresolved meeting participant is one that has no associated records in Salesforce. When a meeting invitation is received from (or sent to) an unresolved participant and then it is saved manually or auto-shared and SmartCloud Connect finds no related records in Salesforce to link the event to, there will appear the following notification in SmartCloud Connect Sidebar suggesting you to create an associated record first and then link the event to it:

Note

​ SmartCloud Connect can automatically create a corresponding contact, account, lead, or opportunity record for unresolved meeting participants. Contact us by email at [email protected] to enable this feature.

Calendar Item Description Updating

Please note that when a calendar item is shared in Salesforce, only the original item body is saved in the Salesforce event object. If the item’s description is later modified in MS Outlook / MS Exchange, the corresponding field of the event object will not get updated in Salesforce, unless the corresponding setting is enabled in SmartCloud Connect Admin panel. Contact us at the above specified email address to request that.

Sharing Private Calendar Items

Please note that calendar items marked as private are not automatically shared in Salesforce by SmartCloud Connect meeting/appointment auto-sharing, however you can still save private calendar items manually by assigning them the Salesforce category or by using the Save button, provided you have the access permission (e.g when working with another user’s calendar via delegated calendars).

Event Down-Syncing from Salesforce

If you create an event object or move an existing event directly in Salesforce, these Salesforce Calendar updates will get down-synced by SmartCloud Connect synchronization: the corresponding calendar item will be automatically created, modified, or moved in MS Exchange and displayed in MS Outlook. But please note that if an event object is deleted directly in Salesforce, its matching MS Exchange / MS Outlook item will not be deleted but only lose the Salesforce category.

Please also note that if a calendar item’s Organizer cancels it using the regular meeting / appointment / event cancelling procedure in MS Outlook, the corresponding Salesforce object will deleted as well on the following sync session.

Smart Actions in SmartCloud Connect Sidebar Opened for a Calendar Item

Please note that only two smart actions are available for events in SmartCloud Connect Sidebar, View opens statistics and Insert email template.

Meeting Sync Common Scenarios

The patterns of meetings sharing in Salesforce vary in different situations depending on what kind of meeting participants are involved. Some of the most common scenarios are described below:

1. The meeting organizer is an internal user (a user that belongs to your Salesforce org), i.e. a colleague from your organization. You are among the attendees, you have accepted the meeting and your meeting auto-sharing is enabled; the organizer’s meeting auto-sharing is not enabled. In this case the meeting will not be shared in your Salesforce until the organizer either saves the meeting in Salesforce manually, e.g. by assigning it the Salesforce category, or enables auto-sharing. The corresponding “waiting for the organizer to synchronize the event” notification will be displayed in Dashboard Issues > Events.

2. You are the meeting organizer. The meeting will be saved in Salesforce for you and for those of the attendees who are internal Salesforce users only if your meeting auto-sharing is enabled or you have shared the meeting manually. In Salesforce, the corresponding event object will be linked to associated records of the attendees which are external contacts.

3. The meeting organizer is not an internal Salesforce user (e.g. a colleague or contact that does not belong to your Salesforce org). In this case all meeting attendees which are internal users and enabled the auto-sharing setting or saved the meeting manually will get the received appointment saved in Salesforce as its owners. It will be saved as an event Salesforce object linked to the relevant records of all external contacts involved (the organizer and some of the attendees).
This way, the event object will be linked to relevant records of all external contact attendees for as many times as many meeting participants which are internal Salesforce users (auto-) share the meeting, each of them indicated as the owner of this meeting. However, it remains the same single event object, since the meeting has one single MS Outlook GUID.

An example to clarify the scenario #3
For instance, there are four persons involved in the meeting:
IU1: an internal Salesforce user with meetings auto-sharing enabled
IU2: another internal Salesforce, this one with event sync filters turned on but meetings auto-sharing disabled
EU1: an external contact already registered in your Salesforce CRM
EU2: an external contact not yet registered in your Salesforce CRM

EU1 is the meeting organizer. EU2, IU1, and IU2 are the attendees. In this case IU1’s contact will be linked and added to the Activity History for EU1.
IU1 will be set as the meeting’s assignee in Salesforce. The attendees won’t be shown. In the default SmartCloud Connect configuration, the initial description from MS Outlook will be used in the event’s detailed view: ‘From:’ EU1 and ‘To/CC:’ EU2, IU1, IU2.

If IU2 saves the meeting in Salesforce by assigning it the Salesforce category in MS Outlook, SmartCloud Connect sync will create the meeting in the Activity History for EU1. In this case IU2 will be set as the event’s assignee in Salesforce.
Essentially, this way this event (with its specific MS Outlook GUID) will be duplicated. This is expected behavior, since sync is performing its regular patterns. At this point it is expected from IU1 and IU2 to negotiate who is going to be will be the event’s ultimate assignee, since there may be many attendees.

Do more with SmartCloud Connect

​ Several more aspects of meetings sync behavior can be customized according to your preferences via SmartCloud Connect admin panel settings, by email at [email protected] to learn more about these options.