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Why don't I have any Sync options with Salesforce for Outlook?

Knowledge Article Number 000004426
Description

If you have installed Salesforce for Outlook and previously logged in to sync with the plugin, you might notice that the icon in your system tray is solid red and nothing happens when left click on it or try to sync. This might be a result of your Administrator possibly removing your username from an existing Outlook configuration or the administrator has not set you up with the ability to sync using Salesforce for Outlook

You can check this setting within Salesforce by navigating using the click path that coincides with your version of Salesforce:

If you administrator has Not enabled Improved Setup User Interface:
Your name | My Settings | Desktop Add-Ons | Salesforce for Outlook | View Configuration

If you administrator has enabled Improved Setup User Interface
Setup (Beside "Your name") | Desktop Administration | Salesforce for Outlook | View Configuration.

Resolution

If you have confirmed you do not have this ability and want to Sync either Contacts and Events, contact your System Administrator to enable this for you. 

They can do this by navigating the click path that coincides with your version of Salesforce: 

If you administrator has Not enabled Improved Setup User Interface:
"Their name" | Setup | Desktop Administration | Outlook Configurations

If you administrator has enabled
Improved Setup User Interface
Setup (Beside "Your name") | Desktop Administration | Outlook Configurations

Here edit the configuration the user is using or create a new one.

  1. Select "Sync Direction" for Contacts and Events needed changing the current option from "Don't sync" to the necessary direction according to your company's needs.
  2. Depending on the Sync Direction you have selected you will need to decide Conflict Behavior.
    • Salesforce cannot enforce how or who your company feels needs to win in conflict behavior win. However you should be aware if "Outlook always wins" this can cause deletion within Salesforce for example a Contact is deleted from Salesforce due to a conflict even though you really need that Contact to exist within Salesforce.
  3. For Contacts if you have multiple matches you can specify which of those needs to be synced based of "Has the most recent activity", "Was last updated", or "Has the oldest creation date".
  4. Select the check boxes for additional rights you would like for the users assigned to this configuration to be able to modify.
  5. Make sure the Active box is checked at the top of the page and Save your configuration.
    • You may want to play around with the configurations with a test population to see what configuration is best accepted by your company.

Note: A best practice when syncing Contacts is to sync to unique folder in Outlook and not the users default Contacts folder. Salesforce for Outlook syncs everything from the folder you specify in Outlook and you can't select certain contacts.

Please refer to this article on how to
Assign Users to Salesforce for Outlook Configurations for more information on the same.

 





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