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How to Identify Which Salesforce Email Product You Are Using

Date de publication: Jul 17, 2026
Description

Salesforce offers several email products for integration, synchronization, and email delivery. Because some of these products overlap in behavior or appearance, it can be difficult to determine which one your org is using. This article provides a step-by-step diagnostic flow to accurately identify your Salesforce email product based on what you are observing or trying to accomplish.

Résolution

Work through the steps below in order. Each step includes a decision table — match your situation to the correct row to either reach a result or continue to the next step.

Step 1: Determine the Primary Function or Context

Question 1: What is the primary context or goal of the function you are observing?

User Activity / Goal

Next Question Path

Products Involved

A. Converting inbound customer emails into support records (e.g., ticket creation).

Result A (Specific product identified)

Email-to-Case

B. Automatically keeping contacts, events, or emails up-to-date between Salesforce and an external calendar/inbox (like Microsoft or Google).

Path B (Sync/Capture)

Einstein Activity Capture (EAC), Lightning Sync (LS), or Salesforce for Outlook (SFO)

C. Logging an email to Salesforce by including a unique Salesforce email address in the BCC/CC/To field of your external email application (e.g., Gmail, Outlook).

Result C (Specific product identified)

Email to Salesforce

D. Seeing a sidebar/pane inside Outlook or Gmail to manually view Salesforce records and log activities.

Path D (Client Integration)

Outlook Integration, Gmail Integration, or SFO

E. Configuring how outbound emails sent from Salesforce are securely routed or delivered.

Path E (Delivery/Sending)

Email Delivery Options (Send Through Salesforce, Send Through Gmail/Office 365, Email Relay)

Step 2: Differentiating Sync and Capture Products (Path B)

If the user is focusing on automatic synchronization or capture, use the questions below to determine which sync tool they are using.

Question 2: Does the system automatically capture and display the full content of your sent and received emails on the Salesforce activity timeline?

User Response

Next Question Path

Products Involved

A. Yes. It captures emails, events, and synchronizes contacts automatically (and is the recommended future solution).

Result B.A

Einstein Activity Capture (EAC)

B. No, it only syncs contacts and/or events (and is retired for new customers as of Winter '21).

Path B.B (Legacy Sync)

Lightning Sync (LS) or Salesforce for Outlook (SFO)

Question 2.1 (For Path B.B): Does this tool also sync tasks and require a separate desktop application installation (not just an add-in/extension)?

User Response

Product

Differentiating Feature

A. Yes, it syncs tasks, and I use a desktop application (Full retirement scheduled for Dec 2027).

Salesforce for Outlook (SFO)

SFO syncs contacts, events, and tasks; next-generation products do not sync tasks.

B. No, it only syncs contacts/events and is a cloud-based sync solution (retired for new customers).

Lightning Sync (LS)

LS is a cloud-based solution that syncs contacts and events, but not tasks.

Step 3: Differentiating Client Integration Products (Path D)

If the user sees a side panel in their email client, use the question below to differentiate between the retiring and modern integrations.

Question 3: When using the integration inside your email client (Outlook or Gmail), is the side panel customizable using the Lightning App Builder and designed as a modern add-in/extension?

User Response

Product

Differentiating Feature

A. Yes, it is a modern, customizable add-in/extension.

Outlook Integration / Gmail Integration

These next-generation products use a customizable side panel built with the Lightning App Builder.

B. No, it is older (used for Outlook 2010 or earlier and features are being retired).

Salesforce for Outlook (SFO)

SFO side panel action menu was retired in Summer '21.

Step 4: Identifying Email Delivery and Sending Options (Path E)

If the focus is on the mechanism used to send emails from Salesforce, use the question below to identify the delivery method.

Question 4: When your users send emails directly from Salesforce, how is that email routed to the recipient?

User Response

Product/Method

Differentiating Feature

A. Through my company's SMTP server for compliance/internal auditing, showing the email in my company's Sent Items folder.

Email Relay

Uses the company's mail server to send email from Salesforce.

B. Through my personal connected Gmail or Office 365 account (appears in my personal Sent Items folder).

Send Through Gmail or Office 365

Emails appear to be sent from the external account and appear in the external Sent Items folder.

C. Through Salesforce's own servers (supports bounce management).

Send Through Salesforce

Uses Salesforce servers and supports bounce management, unlike the external sending options.

Numéro d’article de la base de connaissances

005389243

 
Chargement
Salesforce Help | Article