Print this page

Mail system migrations and Salesforce for Outlook

Knowledge Article Number 000194044
When using Salesforce for Outlook there are some considerations that should be taken into account when migrating to a different email provider. The migration changes can alter the data structure in Outlook that Salesforce for Outlook is using to map Outlook record ids to Salesforce records.  Also changes to Outlook Account settings or Profiles can affect the workings of Salesforce for Outlook. 
The record mapping and Profile information of synced records is stored in an Sqlite database on the local machine that assumes some consistency within the ids of the records stored to track changes and updates to information. Major changes of Outlook record ids following a mail provider migration can adversely affect the performance of this database.
Some considerations should be taken into account when changing mail providers:
1. If users are syncing Contact and/or Event and Task information the Salesforce and Outlook ids of the synced records are kept in a Sqlite database on the local machine.  A mail migration could change the Outlook ids of records kept in this database.  Because of this syncing following a mail migration could display unexpected behavior. 
2. If the users Outlook Profile changes, Salesforce for Outlook may have problems accessing the new profile at its next startup.
These situations can occur with some of the following types of Outlook migrations.
1. Changing from one POP or IMAP provider to another one or to any other kind of native Exchange Account from POP or IMAP.
2. Changing from one Exchange solution to another
To avoid problems in these situations some best practices that can be followed are:
1. Before the migration users should check and note their current Salesforce for Outlook sync settings.  This can be done by right clicking in the Salesforce for Outlook icon in the system tray and selecting "Settings" and checking the existing users settings to ensure these can be  identically set after any migration.
2. Ensure that Salesforce for Outlook is completely synced with Salesforce before any migration takes place.
3. After the migration navigate to %appdata%\\Salesforce for Outlook and delete the DB folder that holds the sync.db file.
Deleting the DB folder will cause SFO to prompt the user with the "Setup Wizard" the next time they log in to Outlook.  If for some reason the wizard doesn't appear, select "Settings" from the SFO icon in the system tray. To finish the re -initialization, walk through the Setup Wizard to allow Salesforce For Outlook to create a fresh copy of the sync.db which will rematch the Outlook records to the Salesforce records.
In a migration where the users are not Synchronizing any entities, and only using features such as the Add Email buttons or the Side Panel, the steps of deleting the sync.db file for the migration should not be needed.  However even in this situation, if the users Outlook profile is changed, it is advisable to delete the folder containing the sync.db file after the change to re-initialize Salesforce for Outlook for its next use.
For users new to Salesforce for Outlook, always refer to some of the great resources available to become familiar with the Sync behaviors and features. Although Salesforce For Outlook works with minimum user impact - users should understand how it ties in with basic Salesforce functionality, such as the sharing model and record access.
The quick start guide offers a one stop destination for users for quick tutorials and videos.  See : Outlook Integration with Salesforce for Outlook

promote demote