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Email to Salesforce expected behavior

Knowledge Article Number 000175890
Description When adding an email to Salesforce using Email to Salesforce or Salesforce for Outlook, the creation varies based on the following scenarios.
Resolution The current expected behavior per scenario:
  • All email address in the To, From and CC sections match with a record in Salesforce:  Email to Salesforce will create an Activity record for each of them.
  • Some email address in the To, From and CC sections match with a record in Salesforce and some email addresses don't:  Email to Salesforce will only create and relate items to the matching records and the unknown email addresses won't create an unresolved item.
  • No email address in the To, From and CC sections matches with a record in Salesforce: Email to Salesforce will create only one unresolved item.




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