Considerations for Working with Einstein Activity Capture for Financial Services Cloud
Keep in mind these considerations when using Einstein Activity Capture for Financial Services Cloud.
Required Editions
| Available in: Lightning Experience in Professional, Enterprise, and Unlimited Editions that have Financial Services Cloud enabled. |
Setting Up Einstein Activity Capture for Financial Services Cloud
- If you’re already syncing events using Einstein Activity Capture, then before
enabling Einstein Activity Capture for Financial Services Cloud in your
Salesforce org, you must either:
- Reset your Einstein Activity Capture configuration, enable Einstein Activity Capture for Financial Services Cloud, and then set up a new Einstein Activity Capture configuration for syncing interactions.
- Turn off the Event setting in each active Einstein Activity Capture configuration, enable Einstein Activity Capture for Financial Services Cloud, and then turn on the Interaction setting for the configurations.
- To enable Einstein Activity Capture for Financial Services Cloud, from the Einstein Activity Capture settings page, turn off Activity Metrics and Activity Dashboard.
Syncing Events as Interactions and Interaction Attendee
- Interactions are synced and records are created in Salesforce only when users have access to both Einstein Activity Capture and Financial Services Cloud licenses and permissions.
- Events organized by both internal Salesforce users and users external to Salesforce are synced as interactions.
- Interaction,
Interaction Attendee, Interaction Participant, and Interaction Related Account
records are created depending on the event organizer with the these similarities
and differences:
Record/Owner Event Organizer is an Internal Salesforce User Event Organizer is a User External to Salesforce Interaction record An Interaction record is created during an Interaction sync. An Interaction record is created during an Interaction sync. Interaction owner Salesforce user who set up the meeting - The system promotes any one of the event attendees who is a Salesforce user and has an associated Einstein Activity Capture configuration as the owner of the Interaction record.
- The newly assigned owner’s connected calendar applications are used to sync the event details into Salesforce.
What happens when the event attendee who was promoted as the Interaction owner is removed from the meeting invite?
- An event sync is reinitiated
- A new Interaction record is created, and the system promotes any of the other event attendees who is a Salesforce user and has an associated Einstein Activity Capture configuration as the owner of the Interaction record.
- The newly assigned owner’s connected calendar applications are used to sync the event details into Salesforce.
- The old Interaction record is deleted.
Interaction Attendee records Interaction Attendee records are created for all event attendees who are internal Salesforce users. Interaction Attendee records are created for all event attendees who are internal Salesforce users. Interaction Participant records If Create Interaction Participants Automatically is enabled, Interaction Participant records are created asynchronously for all the event attendees who are internal Salesforce users except the owner user. If Create Interaction Participants Automatically is enabled, Interaction Participant records are created asynchronously for all the event attendees who are internal Salesforce users except the owner user. Interaction Related Account records If Einstein Activity Capture for Financial Services Cloud is enabled, Interaction Related Account records are created asynchronously for all the invited Salesforce contacts. If Einstein Activity Capture for Financial Services Cloud is enabled, Interaction Related Account records are created asynchronously for all the invited Salesforce contacts. - Interaction participant and interaction related account records are created asynchronously post the Interaction sync. Therefore, after the Interaction sync, there may be a time lag before the interaction participant and interaction related account records are created.
- If the interaction participant and interaction related account records can’t be created, the interaction owner receives a notification. The interaction owner can click the notification to open the corresponding interaction record details page.
- Events synced with Einstein Activity Capture as interaction and interaction attendee records aren’t supported on the activity timeline.
- You can create an Einstein Activity Capture configuration to sync events or interactions but not both.
- Syncing recurring events as interactions isn’t supported. Event attachments don’t sync between Microsoft Exchange or Google and Salesforce.
- The Activity Metrics and Activity dashboards aren’t supported when syncing events as interactions in Salesforce.
- Syncing interactions is unidirectional. You can sync events only from connected email and calendar applications to Salesforce but not in the other direction.
- Because syncing is unidirectional, changes to synced records in Salesforce are overwritten the next time you sync those records with Einstein Activity Capture.
General Considerations
- Before activating a configuration with interactions enabled, we recommend preparing interactions that you don’t want to sync to Salesforce. See Preparing to Sync Interactions.
- By default, interactions are synced starting from the date that the user’s account is connected to Salesforce. To change this date, you can adjust the Filter by End Date when creating the configuration or later on the configuration’s Advanced Settings tab. When editing the value on an existing configuration, the new value doesn’t apply to users who already have an account connected.
- If interactions aren’t syncing for a specific user, try removing the user from the configuration and then adding the user again. If you’re using Microsoft Office 365 with an org-level or service account authentication method, you can test and reset the user.
- Synced interactions are available for Salesforce Reports.
- If there’s no contact mapping for an attendee record, only the attendee’s email is synced and displayed on the interaction record.
- To view the synced interaction attendee details, add the Interaction Attendee component to an Interaction record page layout.
- To view all accounts participating in the synced interactions on the related list, add the Interaction Related Account related list to an Interaction record page layout. When you remove an attendee from an interaction, the account details related to that attendee are also removed from the Interaction Related Account object.
- You can search synced interaction and interaction attendee records.
- The ownership of synced records is based on Compliant Data Sharing rules.
- When users manually create interaction records or sync interactions with Einstein Activity Capture, they can create duplicate records for the Interaction Related Account object with identical AccountId and InteractionId fields. To avoid duplicate records, see Prevent Duplicate Interaction Related Account Records.
See Also
- Sales Productivity: Einstein Activity Capture Considerations (can be outdated or unavailable during releae preview)
- Sales Productivity: Create a Configuration for Einstein Activity Capture (can be outdated or unavailable during releae preview)
- Enable and Configure Interaction Summaries (can be outdated or unavailable during releae preview)
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