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Salesforce for Outlook synchronization deletion scenarios

Knowledge Article Number 000214253
Description Areas where unexpected synchronization deletions can occur.
Resolution

Use cases for deletion scenarios

 

Contacts

1. Users synchronize Contacts and suddenly their visibility to their records in Salesforce changes through roles or ownership changes.
2. Changes to the user's data set scope in Salesforce Outlook Configuration that exclude certain contacts previously synchronized
3. The set of contacts being synchronized exceeds 5,000. SFO sync queries the first 5000 records only, and this causes random contacts to disappear from time to time and deleted in Outlook and added when records are part of the 5000 sync query) click here for more information.
4. Synchronized records are manually deleted in Salesforce by the user or another user who has access to those records with the Outlook data set configured to "Sync both ways"

Heads up - A conflict occurs when the same record is updated in both Salesforce and Outlook, or when a record is updated on one side and deleted on the other. If you want more control over how conflicts are handled, you'll want to define conflict behavior

After defining your preferred conflict behavior,If you update the contact "John Doe" in Salesforce with a new phone number, and then update the contact in Outlook with a new address before the sync, once the sync starts, it'll respect the Conflict Behavior setting and overwrite the most recently updated record.
 
5. Changes in the sync method, from Automatic to Manual (or vise versa), in the SFO Settings. Or, frequent changes to the Salesforce org you're syncing your Outlook with. 
6. De-duplication apps installed in Salesforce or Apex or triggers that delete contacts created recently using sync.
 

Tasks and Events

1. Changes to the user's data set scope in Salesforce Outlook Configuration that exclude certain Tasks and Events previously synchronize
2. Set of Task or Events being synced exceeds 5000 (here from time to time random events will be deleted and added when records are synced)
3. Synced records are manually deleted in Salesforce by the user.
4. Changes in the sync method from Automatic to Manual (or vise versa) in the SFO Settings. O
r, rapid changes to the Salesforce org you're syncing your Outlook with, syncing from sandbox to production or vice versa in the SFO settings. (See option 5 above under Contacts)
 
 

Deletions of records in Salesforce based on changes in Outlook

 

Contacts
 

1. Moving records to another folder in Microsoft Outlook.
2. Deletion of records in Outlook manually or from a mobile device or sync.
3. Another Outlook add-in changing the GlobalAppointmentId of records in Outlook (the unique identifier in Outlook) which stops SFO tracking the record accurately in Outlook.
4. Changes in Outlook category field. If you have selected the Manual sync method, only records that are categorized  "Sync with Salesforce" will be synchronized to Salesforce and if you have selected Automatic sync, all records will be synchronized with Salesforce except the ones with "Don't Sync with Salesforce". Any changes these categories may result in contact deletion. 
5. Random changes in the sync method from Automatic to Manual (or vise versa) in the SFO Settings. O
r, rapid changes to the Salesforce org you're syncing your Outlook with.
6. Problems accessing Outlook that may be interpreted as the GlobalAppointmentId no longer existing for records.

 
 

Tasks and Events
 

1. Changes to the use's data set scope in Salesforce Outlook Configuration that exclude certain Tasks and Events previously synchronize
2. The set of contacts being synced exceeds 5000 (here from time to time random events will be deleted and added when records are synced)
3. Synced records are manually deleted in Salesforce. For instance, in many cases users delete any completed Tasks in Salesforce and if they have been synchronized before then SFO will delete them from Outlook as well
4. Random changes in the sync method from Automatic to Manual (or vise versa) in the SFO Settings. O
r, rapid changes to the Salesforce org you're syncing your Outlook with.




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