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Sharing Emails in Salesforce - Ways to Save an Email (Adaptive view)

Please refer to the first section of this article for an overview of SmartCloud Connect’s save email function that explains the internal mechanisms involved.

The pattern of email saving in Salesforce depends on whether SmartCloud Connect synchronization is active or suspended for any reason and on how the message is opened MS Outlook: in Read mode (an email opened for viewing from Inbox, Sent or any other Outlook folder) or in Compose mode (an email opened in a separate window for composing – as a New email created, a Reply/Reply all, or a Forwarded message).

1. Saving an Email When SmartCloud Connect Synchronization is Active:

After you click the Save button in the Sidebar and synchronization is active, the following actions are performed by SmartCloud Connect:

Depending on related records search results described in the function overview article:

1.1. If related objects are found:

• If the user has the Enhanced Email Salesforce feature enabled, the message will be saved in Salesforce as an Email message Salesforce object and it will maintain its special formatting as well as other html-encoded elements like inline pictures, tables, or diagrams.

• If the user doesn’t have this feature enabled, the message will be saved as a completed Salesforce task record in which the main message elements (sender’s / recipients’ email addresses, sending date and time, subject, the message body, the sender’s signature) are stored as plain text; the special formatting of message body and the signature is not saved except for links contained in them. The task’s Due date is set to the date when the email was sent or received.

In either case the created email or task object is then linked to related Salesforce records found.

Note

For your convenience there is a drop-down list of records the email can be assocaited with, accessed by clicking ˅ next to Email is not saved at the top of the Sidebar. Toggle checkboxes next to relevant records (contacts, accounts, or leads by default; opportunities can also be added via 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 needed records promptly.

1.2. If no corresponding task or email message exists, you will need to create one:
The dialog window Record email as Activity to Salesforce will appear.

To proceed with saving, you need to populate the key record fields in the dialog. These fields are prefilled with data retrieved from the message and related objects search, however you can modify their values according to your preferences. Message Subject, Priority, Status (property of the Task or Email message object being created in Salesforce; it is set to Completed if you do not select another value) and the Name of the primary Contact or Lead record to be associated with the email are mandatory fields; the field Related To (in this field you can specify an additional object to be associated with the email, e.g. an Account or Opportunity) is optional. In addition, please note that you can define the set of editable key (Important or Required) fields included in this dialog in SmartCloud Connect customization settings.

Note

in the latest versions of SmartCloud Connect the value of the resulting Salesforce Task object’s Status field can also be set in this dialog, provided it was marked as important/required in Customization settings. If the field is included in the dialog and you skip it, the default value will be set (Status: Completed).

Next step, choose which message attachments will be saved along with the record in Salesforce by selecting the checkboxes next to them. Additionally, if Salesforce Enhanced email is not enabled in your Salesforce org and you need to save the special HTML formatting in the email (e.g. tables, diagrams, and so on), or the email’s body exceeds the 32,000 characters limit for a Salesforce object’s comments field, select the checkbox next to {email subject line}.eml to attach the message to created Salesforce task in .eml format - that is an exact copy of the email including technical data and headers; note that you may also rename the file according to your preferences. And the final step, click Save to share this task or email activity object in Salesforce.

Note

an email attachment cannot be saved in Salesforce in the following cases:

Important

please note that with Salesforce Enhanced email enabled, due to a technical limitation, when you save an email along with its attachments in Salesforce via the Add-In, the created Email Message object’s “Has Attachment” field will not convey accurate information about the presence of these attachments, so this flag/field should be disregarded.

After the email has been successfully saved in Salesforce, there will appear a success toast notification that the email was saved in Salesforce and (linked to) {number of related records} other objects. Besides, after the email is saved, it will be assigned the blue Salesforce category in MS Outlook.

If synchronization is active, the major differences between saving messages in Read mode and Compose mode is the kind of notification you will get (see the screenshots above) and the fact that messages opened in Compose mode will be saved in Salesforce on the next sync session within 10-20 minutes, not immediately like messages opened in Read mode.

The Salesforce object created when saving an email is logged in SmartCloud Connect Past activities under Activity Timeline and can be opened in Salesforce directly by clicking the blue Expand icon next to it.

2. When SmartCloud Connect Sync is not Active:

If the Save button is clicked and SmartCloud Connect synchronization is not active for any reason:

  • If the message is opened in Read mode (from the Inbox or Sent folder), it will be saved in Salesforce directly following the regular pattern described earlier. However, note that the blue Salesforce category will not be automatically assigned to the email saved this way in MS Outlook when sync is disabled.
  • If the message is opened in Compose mode (that is, it is a new message created by clicking New email, Reply, or Forward in MS Outlook), saving it in Salesforce is not possible until you enable synchronization, or, as a workaround, you could save the message and move it to the Sent MS Outlook folder and then open it in Read mode and save it.
  • Please also note that if you need to save a new calendar entry to Salesforce and sync is not active, saving it is not possible until you enable it. However, if the corresponding Salesforce event record was created earlier, updating it is made directly and does not require synchronization to be running.

3. Besides using the Save button, sharing emails in Salesforce can be done in 3 other quick ways.

Please note that when you use these quick ways to save an email, the email is saved in Salesforce associated with all related Contact, Lead, Account, or Opportunity (if enabled in sync settings) objects found following the default pattern, you will not be able to choose which specific Salesforce records to link it to.

3.1. Via Salesforce message category (only messages opened in Read mode; requires sync to be active):

3.1.1. In MS Outlook, find the email message you want to save in Salesforce.

3.1.2. Right-click the message and select CategorizeSalesforce. This message category is marked with blue color.

3.2. By moving the message to the Salesforce Emails custom folder created by the Add-In (only messages opened in Read mode; requires sync to be active):

3.2.1. In MS Outlook, find the email message you want to save in Salesforce.

3.2.2. Drag-and-drop the message to your “Salesforce Emails” folder. On the next sync session emails from this folder will be saved in Salesforce and moved to the Sent folder with the Salesforce category assigned.


3.3. Using the Quick Save to Salesforce button

There is also a single-click way to save a message in Salesforce using the Quick Save to Salesforce button in MS Outlook ribbon.

When you use the Quick save to Salesforce button to save messages opened in Read mode and related records (accounts, contacts, leads, and opportunities (if enabled in sync settings)) are found in Salesforce, saving is performed directly and immediately; its status is shown as notification lines under message subject:

SmartCloud Connect synchronization should be active since such messages are saved in Salesforce on synchronization sessions; it may take up to 10-20 minutes for a message to be saved in Salesforce this way, depending on actual sync interval, connection speed, the number of related objects found.

The following notification line is displayed when the message opened in Compose mode is marked to be saved on the next sync session; the line also lists Salesforce records it will be associated with:

In case related records are not found after Quick save to Salesforce is clicked, there will appear a notification line suggesting to create a corresponding Salesforce record first:

If you click Quick save to Salesforce for a message opened in Compose mode and synchronization is not active, the message will not be saved and there will appear the following error notification line:

In addition, in this case a suggestion to Enable synchronization will appear in SmartCloud Connect sidebar under Smart Actions:

Finally, there is an option that allows saving all new messages in a correspondence thread in Salesforce automatically; please refer to the Automatic Sharing of Email Threads section of this article to learn how to use it.