Sales Outlook Integration Impl Guide
DOWNLOAD
First things first !
To download this implementation guide, click the download button below.
If you need more information about the implementation guide, you can read the Table of Contents below.
Outlook Integration
Implementation Guide
Salesforce Spring
salesforcedocs
Last updated January
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
Outlook Integration
Outlook Integration System Requirements
Set Up the Integration with Outlook
Considerations for Setting Up the Outlook or Gmail Integration
Guidelines for Setting Up the Outlook Integration
Microsoft Exchange Server Setup for the Outlook Integration
Turn On the Outlook Integration in Salesforce
Deploy the Outlook Integration to Users
Enable Event Type Selections to Log Events from Outlook or Gmail
Enhanced Email and the Outlook Integration
Add Salesforce Inbox Features to the Outlook Integration
OUTLOOK INTEGRATION
The Salesforce integration with Outlook is one of a suite of products that give sales reps the power to work from their email applications
while keeping Salesforce data up to date The integration provides Salesforce data directly within Outlook and the ability to log emails
and events to Salesforce records Add Einstein Activity Capture to automate email and event logging and to sync contacts and calendar
events between Salesforce and Outlook To learn more about other products available see Salesforce Help
For security considerations for the Outlook integration see Salesforce Email Integration Security Guide For security considerations for
Einstein Activity Capture see the Einstein Activity Capture Security Guide
This guide discusses the Exchange server settings Salesforce setup and a short clientside procedure required to set up the integration
The initial setup requires a Salesforce administrator the IT pro who maintains your Microsoft Exchange server and the sales reps running
the integration in Outlook
After youre set up use the Lightning App Builder to create custom email application panes that can include different features for different
sales reps Find the details about what is customizable and how to use the Lightning App Builder in Salesforce Help
OUTLOOK INTEGRATION SYSTEM REQUIREMENTS
Make sure that your system meets these requirements before you integrate with Microsoft Outlook
What
Requirements
Email server
Either
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Exchange Online with Office
Exchange Online with GCC High not supported if you also use Salesforce
Inbox
Exchange or onpremises
Hybrid Exchange server environments are supported For example when some
users connect to Exchange Online and some users connect using an
onpremises Exchange server Each users client must meet the client
requirements
Review Microsoft Exchange Server Setup
Desktop and web Any of the following
email clients
Office version or later running on Windows version or
later including Office or Office retail only
Outlook in Office volume and retail version
Outlook unless it is a volumelicensed version
Important Support for Outlook and volumelicensed
versions of Outlook ended on December You can
continue to use the Outlook integration after December
However Salesforce no longer provides support bug fixes or new
features in the older versions of Outlook Make plans now to
upgrade to the latest versions of Outlook and Windows
Outlook on the web
New or legacy Outlook for Mac or To determine which Outlook
for Mac experience you have see the Microsoft documentation about the
new Outlook for Mac
Important The Outlook integration is built on the Microsoft Office
addin framework Microsoft develops and maintains that framework
and its a nonSFDC application To ensure youre running the most
secure version we recommend running the latest version of Outlook
and Windows and applying all available security updates from Microsoft
For the best experience we recommend using an Outlook version that supports
pinning the Salesforce pane so that its always open The pin is available in the
following versions
Available with Sales Cloud
Service Cloud and Lightning
Platform in Group
Essentials Starter
Professional Enterprise
Performance Unlimited
and Developer Editions
Outlook Integration System Requirements
What
Requirements
For Current or Office Insider channels users the pin is available in Outlook for Windows build
and later
For Outlook on the web users the pin is available if the backend is Office
For new or legacy Outlook for Mac users the pin is available in version and later
For Deferred channel users the pin is available in Outlook for Windows build xxxx and later
Browser
For Outlook on the web users any of these browsers on Windows or Mac operating systems Make sure that
the browser is set to allow cookies from Salesforce
Google Chrome most recent stable version
Mozilla Firefox most recent stable version Set Enhanced Tracking Prevention to Standard or Strict
Add your companys myDomain the generic loginsalesforcecom and any Salesforce domains
to the privacy preference exception list Also add httpsoutlookcom
httpsofficecom httpsofficecom and any Outlook URL used for
login
In newer Mozilla versions add a site to the privacy preference exception list by following the
instructions here
httpssupportmozillaorgenUSkbenhancedtrackingprotectionfirefoxdesktopasuutmsourceinproduct
In older Mozilla versions click to add a site to the privacy preference exception list
Microsoft Edge most recent stable version Windows only Set Tracking prevention to Basic If you
choose to leave Tracking prevention set to Balanced or Strict add Salesforce domains as exceptions
along with httpsoutlookcom httpsofficecom
httpsofficecom and any Outlook URL used for login
Apple Safari most recent stable version Turn off Prevent crosssite tracking
Outlook JavaScript API
Requirements Set
Version
JavaScript API version or later
Use version or later if you dont want to publicly expose your EWS endpoint For more information see
Microsoft Exchange Server Setup
Security encryption
TLS or later
protocol on your email
server for Inbox licenses
only
Other Features
Requirements
Server configurations
We support using terminal servers such as Citrix servers
Salesforce Addin Access To use the integration each Outlook user needs the Salesforce addin for Outlook Users can get the Salesforce
addin themselves from Microsoft AppSource or Exchange admins can get the addin and distribute it using
Microsoft Centralized Deployment If your security policies dont allow access to Microsoft AppSource theres
an option to install the integration using a filebased install
SET UP THE INTEGRATION WITH OUTLOOK
The integration between Salesforce and Microsoft Outlook requires both serverside setup and a
short clientside setup procedure Review the system requirements and ensure that your email
server is set up to communicate with the integration Turn on the integration and push the Salesforce
addin to your Outlook users
Note The Outlook integration and the ability to sync contacts and events with Einstein
Activity Capture or Lightning Sync are often used together If youre also setting up Einstein
Activity Capture or Lightning Sync theres setup required for those products and features
Considerations for Setting Up the Outlook or Gmail Integration
Before setting up the Outlook or Gmail integration review limitations and other information
about how the integrations work
Guidelines for Setting Up the Outlook Integration
Before setting up the integration with Microsoft Outlook review which features you want to
enable and whether sales reps need access to different components
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
Microsoft Exchange Server Setup for the Outlook Integration
Depending on your Exchange server and Outlook versions and the features that your reps need set up Exchange Web Services
EWS so the server can communicate with Salesforce To determine if Exchange server setup is required for the Outlook integration
in your implementation review the configuration options and considerations for each approach
Turn On the Outlook Integration in Salesforce
Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft Outlook
Deploy the Outlook Integration to Users
To use the Outlook integration each sales rep needs the Salesforce addin which provides the integration features The addin
includes the base integration experience and Inbox features are unlocked when a user is set up to use Inbox
Enable Event Type Selections to Log Events from Outlook or Gmail
Use the Type field on the Event object to provide sales reps a selection list to identify the type of event logged from the Outlook or
Gmail integration If the field is visible reps can choose from a list of event types to classify the event theyre logging Customize the
Type fields picklist values to reflect the types of communications in your business
Considerations for Setting Up the Outlook or Gmail Integration
Before setting up the Outlook or Gmail integration review limitations and other information about
how the integrations work
General
Setting up the Outlook or Gmail integration requires administrative access to Salesforce and
in some scenarios to your email server Work with your IT professional for server configuration
and review which role is required for each step in the process
EDITIONS
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
Set Up the Integration with Outlook
Guidelines for Setting Up the Outlook Integration
The Outlook and Gmail integration include the base integration experience and Inbox features are unlocked when users are set up
to use Inbox
When Salesforce is set up with single signon SSO reps are asked to log in to Salesforce the first time they access the integration
In typical My Domain and SSO configurations reps can choose the Custom Domain option on the Salesforce login page and enter
your My Domain After sales reps navigate to your domain theyre authenticated in Salesforce and working in the integration
The Outlook integration doesnt support custom login flows
Outlook and Gmail Integration Features
The Outlook and Gmail integrations use email application panes to define the layout of components in the integration side panel
The default pane gets you up and running quickly To include exclude or reorder components in the email application pane you
can create custom email application panes and assign them to user profiles
Users can view and edit records related to an email or an event Review these considerations for viewing and editing records in the
Outlook and Gmail integration
You cant change the order or change the tabs that appear in the record detail
The fields available in the Details tab are shown in the order theyre defined in the page layout for that user Any Lightning
components added to the page layout arent shown in the integration
If the user has access to Chatter the record detail includes a Chatter tab with the records Chatter feed
If a task can be related and the user has access to the activity timeline the record detail also includes an Activity tab
To automatically log emails to related Salesforce records set up Einstein Activity Capture Users who are configured in Einstein
Activity Capture to capture emails see sharing options instead of manual logging options in the integration
Guidelines for Setting Up the Outlook Integration
Before setting up the integration with Microsoft Outlook review which features you want to enable
and whether sales reps need access to different components
EDITIONS
Email Client
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
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 AddIn and Setup
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
Each sales rep needs the Salesforce addin within Microsoft Outlook which is available from
Microsoft AppSource We recommend that either users get the addin from Microsoft AppSource
or that Exchange admins get the addin and distribute it using Microsoft Centralized Deployment
MCD If your security policies dont 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 hours
As of February users accessing the Outlook integration in an SSO setup who are also assigned the MultiFactor Authentication
for User Interface Logins user permission arent required to enter multifactor 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
Set Up the Integration with Outlook
Microsoft Exchange Server Setup for the Outlook Integration
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 outlookcom and officecom To ensure that
your reps who access their Outlook email on the web can use the integration use the Salesforcemanaged list on the integration
setup page Add your trusted domains such as webmailyourcompanycom 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 doesnt log the email as a task
There are limitations if an object has multiple record types and the New button in the objects 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
Microsoft Exchange Server Setup for the Outlook Integration
Depending on your Exchange server and Outlook versions and the features that your reps need
set up Exchange Web Services EWS so the server can communicate with Salesforce To determine
if Exchange server setup is required for the Outlook integration in your implementation review the
configuration options and considerations for each approach
Important How you configure your Exchange server depends on your companys internal
policies If you have questions about your Exchange server contact Microsoft Support
Salesforce can assist if Microsoft requires input but cant engage with Microsoft on your behalf
unless youve contacted them first
Set Up Exchange Without Public Exchange Web
Services
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
If your Exchange server and Outlook versions support JavaScript API v or later and you dont use
Inbox you can set up the Outlook integration without public web services A local EWS connection
is still required between Outlook and Exchange and the Exchange Metadata URL must still be publicly exposed
Note This configuration is part of the Summer release available to instances on a rolling basis Contact your Salesforce account
representative for more details about your eligibility
Set Up the Integration with Outlook
Microsoft Exchange Server Setup for the Outlook Integration
To determine which API version is available in each Outlook application see the Microsoft Documentation about the JavaScript API
If your Exchange server or Outlook versions support JavaScript API versions through you can still choose to set up the Exchange
without public EWS However users lose the following features
Logging attachments directly from Outlook Users can add attachments to logged emails in Salesforce
Inbox productivity features
Set Up Exchange with Public Exchange Web Services
Important Using this setup ensures that Outlook users have access to all the features available in the integration
Work with your IT professional to ensure that the Exchange server is set up to do the following things
Reach the Salesforce listing in Microsoft AppSource All Versions of Outlook and Exchange
The Exchange server must be able to authorize calls to and from Business Apps Microsoft AppSource Choose whether the Exchange
administrator sets up the integration addin on users behalf or Outlook users get the addin from the Store themselves If users get
the addin themselves they need access to the store You can also choose to install the addin using a file available for download
from the Outlook Integration and Sync page in Salesforce setup
Accept incoming Exchange Web Services EWS calls from Salesforce
Your internal company policies around Exchange determine what is required in your setup to ensure Exchange can accept incoming
EWS calls from Salesforce Steps can include
Enabling an EWS endpoint a common practice with onpremises servers
Using AutoDiscover optional
If theres a firewall allowing incoming EWS calls to originate from Salesforce IP addresses and domains allowlists Valid calls
contain json web tokens JWT
Review the following for more information
External Link Start using web services in Exchange
Knowledge Article Salesforce IP Addresses Domains to Allow
External Link Autodiscover service in Exchange Server
External Link Inside the Exchange Identity token
Accept incoming authentication calls to the Exchange Metadata URL from Salesforce
The web tokens contain a MetaData URL If you use Autodiscover to accept EWS call the MetaData URL could be same as the
Autodiscover URL
Tip To check the Exchange server connection and confirm that its configured properly to communicate with the addin use the
Salesforce Debug Tool If you see internal error responses check Outbound Messaging SSL CA Certificates to ensure the
certificate is valid
Note A service account isnt required for the Outlook integration If youre using Lightning Sync to sync calendar events and
contacts you could require a service account depending on your configuration
Set Up the Integration with Outlook
Turn On the Outlook Integration in Salesforce
Turn On the Outlook Integration in Salesforce
Turn on the Outlook integration so your sales reps can access Salesforce in Microsoft Outlook
From Setup in the Quick Find box enter Outlook and then select Outlook Integration
and Sync
Enable Let users access Salesforce records from Outlook
If reps use Outlook on the web in the Microsoft Outlook Web App Domain section add the
domains that you want to allow access to Salesforce
If you use Office allow Salesforce access from the Office Outlook on the web domain
If youre using custom Outlook for the web domains add those domains to allow access
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To enable the Outlook
Integration
Customize Application
Deploy the Outlook Integration to Users
To use the Outlook integration each sales rep needs the Salesforce addin which provides the
integration features The addin includes the base integration experience and Inbox features are
unlocked when a user is set up to use Inbox
Method
Notes
Microsoft
We recommend that you or your users get the Salesforce addin from Microsoft
AppSource
AppSource Installing the addin from Microsoft AppSource ensures that your
Recommended Outlook integration updates with new features after each Salesforce release
Its best to work with your Exchange admin or IT department to deploy the
addin using Microsoft Centralized Deployment from the Exchange server
Distributing the addin is helpful when users dont have the permissions
required to install addins themselves or when they cant reach Microsoft
AppSource
To determine whether Centralized Deployment is the right solution for you
see Determine if Centralized Deployment of addins works for your
organization in the Microsoft documentation See the following Microsoft
documents based on your server
Centralized Deployment for Office addins with Office
Centralized Deployment for Office addins with Exchange
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
Set Up the Integration with Outlook
Enable Event Type Selections to Log Events from Outlook or
Gmail
Method
Notes
Manifest File
If your company security policies dont allow access to Microsoft AppSource you can download an XML
manifest file to get the addin
Infrequently some features can require a change to the manifest file If you use the manifest file to install
the addin you must reinstall it to access features that require an update to the file Check the release notes
for each release for alerts about features that require a file update
Get the file from the Outlook Integration and Sync page in Salesforce setup The file opens as an XML file
in your web browser Use the browsers Save As feature to save the page as a file Then either give the file
to users so they can add it to their Outlook client or deploy the addin using Microsoft Centralized
Deployment MCD If you give the file to users they can install the file using the Add from File option in
Outlook According to Microsoft Centralized Deployment can take hours
To learn more about installing launching and managing the Salesforce addin from Outlook see the following Microsoft documentation
Desktop versions of Outlook
Outlook on the web
Enable Event Type Selections to Log Events from Outlook or Gmail
Use the Type field on the Event object to provide sales reps a selection list to identify the type of
event logged from the Outlook or Gmail integration If the field is visible reps can choose from a
list of event types to classify the event theyre logging Customize the Type fields picklist values to
reflect the types of communications in your business
From the Object Manager in Setup find the Event object
In Field Relationships select Type
In Field Information select Edit set Field Usage to Active and set any other field information
required for your configuration
Save the settings
In the Field Information select Set FieldLevel Security Make the field visible to the users and
profiles who log events from the integration
Save the settings
In Event Type Picklist Values add reorder or replace the values you want to include as event
type selections
Save the picklist values
As long as the Type field for the Event object is visible sales reps see the field in the integration
when logging events However if you choose to make the field required on a page layout it isnt
required when logging events from the integration The integration doesnt distinguish between
user profiles and the page layouts theyre assigned for the field
EDITIONS
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To view field accessibility
View Setup and
Configuration
To change field accessibility
Customize Application
AND
Tip The Event objects Type picklist is different than other picklists which makes it unique
when including it in reports To include the Type field in reports create a workflow to copy
the values from the field to a new custom field on the Event object You can then add the
custom field to your report
Manage Profiles and
Permission Sets
ENHANCED EMAIL AND THE OUTLOOK INTEGRATION
Turn on Enhanced Email in the Outlook integration and Sync setup page so sales reps can relate
emails to relevant Salesforce records quicker and more easily
EDITIONS
With Enhanced Email
Available in Salesforce
Classic not available in all
orgs and Lightning
Experience
Reps can relate emails to Salesforce records while composing the emails
Reps can relate an email to all relevant contacts leads and users
When reps relate an email to a relevant account opportunity case or custom object all contacts
leads and individuals on the email are automatically related
Related emails maintain their rich HTML formatting so emails have the same look and feel in
Salesforce as they did in Outlook
Considerations for Enhanced Email with the Outlook
Integration
Available with Sales Cloud
Service Cloud and Lightning
Platform in Essentials
Group Professional
Enterprise Performance
Unlimited and Developer
Editions
Before turning on Enhanced Email with the Outlook integration review the following considerations
Sales reps can relate an email to individuals including contacts leads and Salesforce users who are included on the email recipient
list
In addition to the email recipients sales reps can relate an email to one more Salesforce record such as account opportunity case
or custom object
For emails related to a case sales reps can change the relationship to another case after deleting the original Email Message record
This action removes the original relationship
For emails related to a lead sales reps can change the relationship to another lead if that lead is the emails recipient or sender
For emails related to an account opportunity or a custom object record sales reps can change the relationship to any other Salesforce
records except cases
ADD SALESFORCE INBOX FEATURES TO THE OUTLOOK
AND GMAIL INTEGRATIONS
Add Salesforce Inbox features to your integration with Microsoft Outlook or with Gmail to give
your reps access to more tools to increase their productivity You already have the integration
enabled With the addition of an Inbox license you can easily add Inbox productivity features
Available in Lightning Experience
Certain features are available with Sales Cloud and included in Starter Professional Enterprise
Performance and Unlimited Editions
All features are available with Inbox Sales Engagement or Sales Cloud Einstein
From Setup in the Quick Find box enter Integration and then select either Outlook
Integration and Sync or Gmail Integration and Sync
Expand Let users access Salesforce records
If you use Outlook make sure that Email to Salesforce and Use Enhanced Email are enabled
USER PERMISSIONS
To assign permission sets to
users
Assign Permission Sets
To set up custom email
application panes
Customize Application
To create and save Lightning
pages in the Lightning App
Builder
Customize Application
To view Lightning pages in
the Lightning App Builder
View Setup and
Configuration
In the Inbox in the Integration section select Edit Settings and enable Make Inbox Available
to Users in the Salesforce Inbox page
You can also access this setting by entering Inbox in the Quick Find box in Setup and selecting Setup Assistant
In the Salesforce Inbox page select Assign Permissions Sets Assign the Inbox With Einstein Activity Capture or Inbox Without
Einstein Activity Capture permission set to reps who can use Inbox features
If your reps use Sales Engagement the Sales Engagement User permission set also includes Inbox features
Return to the Outlook Integration and Sync or Gmail integration and Sync setup page
To change the layout or availability of features in the integration enable Customize Content with App Builder and select to
create an email application pane Use the Lightning App Builder to customize the pane
The email application pane is a Lightning App Builder page that applies to the Salesforce pane in Outlook or Gmail When you enable
Inbox the default email application pane includes all Inbox productivity features To include only the features that your reps need
or to change the organization of the features in the pane create one or more custom panes
Tip To start your custom design use the With Inbox Features option in the Email Application Pane section Then remove
the features that you dont need from the default email application pane
Activate the email application pane and assign it to the appropriate user profiles
Sales reps with an Inbox permission set see the new pane the next time they open the integration in their email
