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Outlook and Gmail Integration might not match Case and Opportunity records

Date de publication: Oct 13, 2022
Description
  • In the Salesforce panel in Outlook when highlighting an email, Cases and/or Opportunities are not being queried.  
  • This is caused by not having and account associated to the Case and/or Opportunity.  
  • The integration only auto matches Cases and Opportunities that have Accounts associated.
Résolution

To troubleshoot issues with Case or Opportunity visibility in the Outlook and Gmail Integration:

 

  • Confirm that the Case and/or Opportunity in question has an Account tied to the record.  
  • If this record does not have an Account, create or relate one to the Case or Opportunity.  


 

Numéro d’article de la base de connaissances

000384874

 
Chargement
Salesforce Help | Article