Considerations for Outlook Shared Folders in Outlook Integration

Supported Environments

Work with your IT pro to determine if your company and your email account are set up correctly. Shared folder support is available if you meet the following requirements:

• You use Exchange Online (build 15.20.3283.23 or later)
• You use one of the following email clients:
  • Microsoft 365 (also called Office 365) subscription version 1910 (build 12130.20272) or later
  • Office 2019 one-time purchase (retail) with a build version 1910 (build 12130.20272) or later
  • Outlook on the web
  

  Note Integration features for shared folders aren’t supported in Outlook on Mac.
• You’re a member of the shared folder with full access and that auto-mapping is enabled for your email account.
• Enhanced Email is enabled in Salesforce.

Outlook Integration Features

Keep these considerations in mind when using the Outlook integration features from a shared folder:

• Logging emails and events from a shared inbox or calendar, uses your Salesforce user. For example, your Salesforce user is Martha Major, and you log an email from info@company.com. The Activity Timeline shows that Martha Major logged the email, not info@company.com.
• Logging contact information files (.vcf) and XML files isn’t supported.
• To use the Log Email on Send feature from the shared folder, add the shared address to your My Acceptable Email Addresses list in Salesforce. Find that list in My Email to Salesforce in your personal settings in Salesforce.
• When you send an email from a shared folder, the available email templates are the templates available to your Salesforce user. If multiple users need access to the same email template from a shared address, make sure that the template is public or shared with those users.

Outlook Integration with Inbox Features

Inbox features including Availability, Send Later, Email Tracking, and Text Shortcuts, are available to user from a shared folder. However, the features use your primary email address or calendar account, not the shared email address or calendar.

For example, if you’re composing an email from a shared folder’s inbox or calendar or on behalf of someone else:

• When you use insert availability, your calendar appears, not the shared calendar.
• When you schedule an email to send later from a shared folder, the draft is saved in the Drafts folder of your email account. It’s not saved to the Drafts folder in the shared folder. The list of scheduled emails in the Scheduled tab shows the emails that you scheduled. It doesn’t include emails that others using the shared folder scheduled. However, when the email is sent, it sends from the shared email account.
• Email engagements show in your email tracking feed, not in the feed in the shared folder.
• Text shortcuts available to insert into an email are your shortcuts. You can’t access another users’ shortcuts.

How Event Owner Matching Works

When a delegate logs an event on a delegator’s calendar, the Outlook integration uses the email of the delegator’s calendar to search for the delegator’s Salesforce user. If a match is found, the Outlook integration assigns the logged event to that user as the event owner and organizer. And if the delegate is going to the event, they’re added to the event as an attendee.

If no match is found, the integration assigns the logged event to the delegate.

If the delegate is an event attendee, the integration automatically adds the delegate to the event.

Sales Engagement Work Queue

Your primary email address is used when you compose an email from the Sales Engagement Work Queue in the integration. If you change the From address to a shared address, some Sales Engagement features, such as advancing the cadence, don’t work correctly.