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Lightning Sync configuration and Salesforce for Outlook

Knowledge Article Number 000211774
Description This article would help in things you must know when dealing with Salesforce for Outlook (SFO) and Lightning Sync (S2X)
Resolution

Things you must know when dealing with Salesforce for Outlook (SFO) and Lightning Sync (S2X)


1- You won't be able to sync your contacts and events with both products. You need to use ONLY one to sync.
2- You can use S2X to sync your Contacts and Calendar Events and use SFO to sync your Tasks and add email using the Side Panel
3- You CANNOT assign users to both SFO and S2X configurations even if the configuration is inactive. If you have enabled the sync in both unless they want to synchronize all 3 objects ( Contacts, Events and Tasks. A user can be assigned to a S2X Configuration that will allow them to sync Contacts and/or Events and also be assigned to an Outlook Configuration that will allow them to sync Tasks only).

 

Salesforce for Outlook (SFO): Allows you to sync Contacts, Events, and Tasks

Lightning Sync (S2X): Allows you to sync Contacts and Events only

* No Outlook configuration is needed if you want your user(s) to only use the Side Panel to associate emails in Outlook. This is enabled by Default

A few scenarios and issues that users may run into with both of these products enabled

 

1- SFO wizard shows that sync is not enabled (Image on the left below) even though you have enabled the sync in your SFO Outlook Configuration in Salesforce. This is most probably because of the user being assigned to both SFO and S2X configuration. If folders are greyed out (Image on the right below) in the SFO wizard that is a different issue and not related to the conflict between SFO and S2X

User-added image



For instance, you have configured your S2X to sync Events only and assigned the user "John Doe" to this configuration.
Then created an Outlook configuration in Salesforce and assigned the same user and also enabled sync for Contacts only.
If user runs SFO and tries to configure the wizard, user will only see the folder for Contacts.
Salesforce automatically gives S2X precedence over SFO


User-added image
Or

you have enabled Contacts and Events in S2X configuration and then enabled sync for all 3 objects in SFO Outlook configuration but with different settings, when user runs SFO and tries to configure the wizard, user will only see the folder for Tasks (Contacts and Events being greyed out because its being controlled by S2X)

 

User-added image


 





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