Guidelines for Setting Up the Outlook Integration

Email Client

For better performance, turn on Use Cached Exchange Mode in the Outlook Account Settings on the client. When Use Cached Exchange Mode is on, an error can occur more often because an email is temporarily out of sync with the Exchange Server. To learn more, see the Microsoft documentation.

Salesforce Add-In and Setup

• Each sales rep needs the Salesforce add-in within Microsoft Outlook, which is available from Microsoft AppSource. We recommend that either users get the add-in from Microsoft AppSource or that Exchange admins get the add-in and distribute it using Microsoft Centralized Deployment (MCD). If your security policies don’t allow access to Microsoft AppSource, download an install file available on the Outlook Integration and Sync page in Salesforce setup. According to Microsoft, Centralized Deployment can take 24–72 hours.
• As of February 1, 2022, users accessing the Outlook integration in an SSO setup, who are also assigned the Multi-Factor Authentication for User Interface Logins user permission, aren’t required to enter multi-factor challenges. This behavior applies to all Salesforce orgs.
• The Outlook integration respects the session timeout duration set in Salesforce. When a session times out, users are prompted that their session expired. If the user mapping created when the user first logged in to the integration still exists, clicking OK in the prompt refreshes the integration without logging in again. See the existing user mappings in the Outlook Integration and Sync page in Salesforce setup.
• Salesforce includes a managed list of Microsoft Outlook web app domains, such as outlook.com and office365.com. To ensure that your reps who access their Outlook email on the web can use the integration, use the Salesforce-managed list on the integration setup page. Add your trusted domains, such as webmail.your_company.com if your users access Outlook on the web using URLs that are specific to your company.

Outlook Integration Features and Optional Setup

• The Outlook integration uses publisher layouts to define the global quick actions such as creating contacts, leads, and opportunities. The integration includes a default set of actions. To give users access or to deny access to certain global quick actions within the integration, add or change the publisher layout.
• By using Enhanced Email, reps can easily associate the emails that they compose to relevant Salesforce records. When Enhanced Email is disabled, emails are associated as tasks. Also enable Email to Salesforce.
• To allow users to log an event to more than one contact, enable Shared Activities.
• For Sales Engagement users who also use Einstein Activity Capture, the integration adds the Email to Salesforce Address as a BCC recipient on emails. That address is automatically generated for a user in their My Email to Salesforce Settings during setup. The BCC address is used to log engagement for Sales Engagement and doesn’t log the email as a task.
• There are limitations if an object has multiple record types and the New button in the object’s related list is overridden. The integration supports the New button only if you skip the record type selection page in the override configuration.

Outlook Integration in Safari on an iPad

Buttons on the email application pane, such as Save and Cancel, are at the bottom of the pane.