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Outlook and Gmail Integrations Search Capabilities

Veröffentlichungsdatum: Jul 5, 2023
Beschreibung

Search results returned when using the Search box in the Outlook and Gmail integrations are different than those returned when searching for the same terms in the Global Search in the Salesforce browser application.​

As you type a value in the Search box in the integration, a dropdown list shows the Most Recently Used (MRU) records based on all Salesforce records that you've used recently in your Salesforce session. After clicking Search, results are returned from all Salesforce objects that have an Activity Timeline, including custom object records. Objects where emails can’t be logged (for example, those without an Activity Timeline) are filtered out of the manual search's results in the integration.

When using the Global Search in the Salesforce browser application, the search returns matches across all records, even those that don't have an Activity Timeline. Therefore, you may see additional results returned in Salesforce that aren’t returned in the integrations because the search is filtering out records without an Activity Timeline, such as User records and others.

 

Lösung

 

Here’s an overview of the integrations' different search areas:

 

  1. Automatic Search: If an email address matches a Salesforce contact or lead and also matches a Salesforce user, the user record is selected as the default matching record. This selection helps to refine the list of related records. If necessary, reps can choose a different record type as the default selection for the matched pair.
However, if Enhanced Email is enabled and there’s a matching User record, the User record is selected as the default matching record. Review See More Relevant Records Matched to an Email in Outlook. A number (displayed next to each person listed in the People section) comes up when there are more than one such Salesforce record. When Users favor a match from that list, that's the match that is automatically suggested going forward and remembered.
 
  1. Manual Search: Users type a value in the Search box and search. The Most Recently Used list comes up as they type the criteria, based on all Salesforce records that they’ve used recently in their Salesforce session. After explicitly hitting the search button, results come up, from all Salesforce objects that have an activity timeline, including custom object records. Currently, objects where emails can’t be logged (for example, without an Activity Timeline) are by design filtered out of the manual search results, including objects such as the User object.

Previously, the Outlook integration suggested related records by returning all people records that matched an address on the email. Reps could select the correct people record for the email (1) If a user record is returned, it’s now selected by default (2) Other related records are still returned according to the selected people record, providing a more relevant list of records to log the email to.


 
See Also
Nummer des Knowledge-Artikels

000382127

 
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Salesforce Help | Article