What is Outlook Edition



What is Outlook Edition?

Outlook Edition is a convenient Microsoft® Outlook® plug-in that allows you to use either Salesforce or Outlook to manage your information, without sacrificing data consistency. Outlook Edition adds new buttons and options to your Outlook user interface.

Outlook Edition offers the following features:

♣            Synchronize your Outlook contacts, tasks, and calendar events with Salesforce (see Synchronizing Your Contacts and Activities with Outlook Edition

♣            Log an Outlook email as a task in Salesforce and associate the task with an account, asset, campaign, case, contact, contract, lead, or opportunity (see Adding a New Outbound Email to Salesforce and Adding a Sent or Received Email to Salesforce)

♣            Find contacts or leads in the Salesforce Address Book in Outlook and add them as recipients to outbound emails (see Finding Contacts and Leads in the Salesforce Address Book)

♣            Create a case directly from an Outlook email (see Creating Cases from Emails)

♣            Access and work in Salesforce tabs directly from within Outlook (see Using Salesforce in Outlook)

See the Outlook Edition tip sheet for a quick reference guide.

Should I use Intellisync for or Outlook Edition to synchronize my data?

If you plan to synchronize Salesforce with Outlook, we recommend that you use Outlook Edition. If you further want to synchronize your Outlook data with a Palm handheld or other device, consult the documentation for your device. See Synchronizing Your Contacts and Activities with Outlook Edition for more information.

Who can use Outlook Edition?

Outlook Edition is available to all users of Personal, Team, Professional, Enterprise, and Unlimited Editions. Note that access to use Outlook Edition is set at an organization level. Administrators cannot enable Outlook Edition for some users and not others.

What are the system requirements for Outlook Edition?

♣            Microsoft® Outlook® XP (2002) or later

♣            Microsoft Windows® 2000 or later

♣            Microsoft Exchange Server

♣            Microsoft Word 2002 or later is recommended for full email integration; the toolbar buttons Send and Add and Salesforce Address Book are not available if you have an earlier version of Word.

How can I get Outlook Edition?

To get Outlook Edition, click Setup | Desktop Integration | Outlook Edition. You can then download, install, and begin using Outlook Edition. Outlook Edition is available to users of Personal, Team, Professional, Enterprise, and Unlimited Editions.

Which fields does Outlook Edition use to find matching records in Salesforce when adding emails?

To find a contact or lead to associate with your Outlook email:

♣            For new outbound emails - Outlook Edition matches up to 25 email addresses in the To, Cc, and Bcc fields with the Email field in contacts and leads.

♣            For received emails - Outlook Edition matches up to 25 email addresses in the From field with the Email field in contacts and leads.

♣            For sent emails (such as in the Outlook Sent Items folder) - Outlook Edition matches up to 25 email addresses in the To, Cc, and Bcc fields with the Email field in contacts and leads.

♣            When searching for a contact or lead manually, you can search by any field accessible in sidebar search for contacts and leads. See Search Fields for a complete list.

You can also search for a related record to associate with your email. You can search within any field accessible via the sidebar search in Salesforce, such as Opportunity Name, Case Number, or Case Subject.

How can I increase the search results in Outlook Edition?

In Outlook Edition, the Maximum number of search results option determines how many records are returned when you search for matching contacts, leads, or other related records. See Setting Outlook Edition Options for instructions on setting this option.

If you typically send Outlook emails to multiple users at one time, set this option to a higher number than the default. Note that setting this option to a higher number may cause a longer delay in retrieving matching records.

How can I find cases easily with Outlook Edition?

To quickly find a case to associate with your Outlook email, we recommend that you search by Case Number, because this field uniquely identifies a specific case. You can also search by Case Subject or any other case field accessible via the sidebar search in Salesforce.

To make sure that you always have the case number available, it is a good idea to add the {!Case_Number} field to the Subject of your Customer Support email templates.

Can I use multiple IMAP or POP3 email accounts with Outlook Edition?

Yes. However, if you have multiple IMAP or POP3 email accounts and you select your non-default email account for sending and adding new emails to Salesforce, Outlook Edition does not use the non-default account you have selected. It always uses your default IMAP or POP3 email account when you click the Send and Add button.

How do I switch from Intellisync for to Outlook Edition for synchronizing my data?

Outlook Edition includes the Intellisync Upgrade Utility to help Intellisync for users switch to synchronizing with Outlook Edition. See Migrating from Intellisync for to Outlook Edition for more information.

Why are some of my items capitalized after synchronizing with Outlook Edition?

If you have configured Microsoft Outlook to auto-correct capitalization, your Salesforce data, such as contact or account names, may become capitalized after synchronization. For example, if you synchronize a contact belonging to the account, the account name may appear as after synchronization. To avoid this, you can turn off auto-correct options within Outlook by choosing Tools | Options | Spelling | AutoCorrect Options....

How does Outlook Edition find matching accounts when synchronizing contacts?

When synchronizing contacts, Outlook Edition matches the Outlook Company field against the Account Name field on the contact in Salesforce.

♣            If Outlook Edition finds exactly one matching account in Salesforce for that contact, the contact is synchronized under that account.

♣            If no matching accounts are found in Salesforce for that contact, a new account is created.

♣            If multiple matching accounts are found in Salesforce for that contact, Outlook Edition synchronizes the contact under the account that is first alphabetically. For instance, if your Outlook contact has "IBM" in the Company field and you have two accounts in Salesforce called "IBM - Europe" and "IBM - US," the contact will synchronize under the "IBM - Europe" account.

We recommend the following best practices to prevent inadvertently synchronizing an Outlook contact with the wrong account:

♣            Use the Lookup Account button when adding a contact in Outlook. See Looking up Salesforce Accounts in Outlook for more information.

♣            Always make account name changes in Salesforce, not in Outlook.

How do I uninstall Outlook Edition?

To uninstall Outlook Edition, use the Add or Remove Programs option in the Windows Control Panel.

1.          On your PC, select Start | Settings | Control Panel.

2.          Choose Add or Remove Programs.

3.          Select Salesforce Outlook Edition 2.0.

4.          Click Change/Remove.

5.          Follow the instructions in the wizard to complete the uninstall process.

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