Duplicated, deleted, or modified records in Outlook - Contacts, Events, Tasks, records, etc?
|Knowledge Article Number||000003158|
Very often customers notice having duplicated data in their Microsoft Outlook or Salesforce, or even notice records being deleted and/or modified.
1- Deletion of duplicated records in Outlook is a manual process unless you have a 3rd party application that performs that task for you.
Before you begin, it would be best if you have a better understanding of the sync process for your Outlook data.
There is no easy solution for these type of problems but the following will provide you enough information to identify and troubleshoot the root cause and a few alternatives to correct the issue.
1- What applications user use to sync between Outlook and SF
2- Where is the source of data entry
3- Sync direction
4- Record sharing
5- Sync limitation - Max number of allowed contacts to sync
Step 1 - What applications do you use to sync between Outlook and SF?
There are a few Salesforce applications that would allow you to synchronize data between your Microsoft Outlook and Salesforce
- Salesforce for Outlook
- Exchange Sync ( will sync with your mail server and then Outlook will sync up with the mail server)
Also find out if you have any non-Salesforce applications that synchronizes your Outlook data with a different database such as Google Apps, Microsoft CRM, your mobile apps, and etc
- First check all your applications that synchronize or modify/update your Microsoft Outlook data such as Contacts, Events and Tasks
You can refer to your Internal Help Desk (IT team) for assistance. They can check the list of installed applications on your computer for this
- Next find out what applications synchronize data between your Outlook and Salesforce
Again, your Internal Help Desk (IT team) would be able to assist you with this task.
Step 2 - Where is the source of data entry
Where do you create your events or contacts, in Outlook or Salesforce? The sync direction and the source of the data entry must be considered.
Step 3- Any changes to the sync direction
You can sync bidirectionally between Outlook and Salesforce or choose to sync one way either from Outlook to Salesforce or Salesforce to Outlook.
Each works find based on how you manage your data and it should not cause any duplicates or delete any data from either side
But any changes to your sync direction must be done carefully
** sync never completes without an error and users modifies the same record in both end, or changes sync direction up on conflict
Step 4- Record Sharing
If you sync your team’s records and they include different information for some of the same contacts you own, Salesforce for Outlook may create duplicate contacts in both Salesforce and Outlook.
For example, you and a team member both have a contact for Christina Wills. But the two contacts list different companies for her. Salesforce for Outlook syncs the contacts for you and your team members, resulting in duplicates in Salesforce and Outlook.
To avoid this, coordinate with your team members so you share the same contact information. You’ll need to remove the contacts containing the outdated information.
Step 5- Sync limitation - Max number of allowed contacts to sync
Refer to the Knowledge Article Number 00000426