'Create Cases' button in Salesforce for Outlook may create cases but not include attachments

The Create Cases button in Salesforce for Outlook (SFO) relies on the Always save email attachments setting in Email to Salesforce, combined with the Email related list being present on the Case page layout. Without these settings, attachments from incoming emails are not saved to the case during creation. Attachments are added to the Email section of the case (with an envelope icon), not the Notes and Attachments section.

When Side Panel is Disabled

1. Log in as System Administrator and edit the Case page layout.
2. Click and drag the Email related list onto the page layout.
3. Save the page layout.
4. Open your personal My Email to Salesforce settings.
5. In the Email Associations section, check the Always save email attachments checkbox and save.
6. Right-click the SFO system tray icon at the bottom right of your screen, click Settings, then click Change User.
7. Log in again, configure SFO, and complete the wizard.
8. Create a case using the Create Cases button — the case is created and attachments appear under the Email section with an envelope icon.

When Side Panel is Enabled

Complete Steps 1–8 above, then continue:

1. Log in as System Administrator and search Setup for Outlook Configurations.
2. Click Edit next to the Outlook Configuration that needs to be changed.
3. In the Outlook Configuration screen, confirm the Add Email box is checked, then check Allow Users to select attachments. Click Save.
4. Right-click the SFO system tray icon, click Settings, then click Change User. Log in again and complete the SFO wizard.
5. Create a case using the Create Cases button — the case is created and attachments appear under the Email section with an envelope icon.