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Using the email integration between Microsoft Outlook® or Gmail™, one of the efficiencies you can allow your users is to let them sync their contacts and events between their email and Elements.
Before System Administrators roll out the sync to reps, you can familiarize yourself with Salesforce's Sync Considerations. There’s potential for the sync to overwrite data or sync data between Salesforce orgs unless admins are considerate about how they roll out the product.
Defining sync settings lets admins define how their reps sync. Please read our recommendations below. System Admins can decide:
- Which reps sync
- Whether contacts, events, or both items sync
- Which direction items sync
- To create filters to limit certain contacts or events from syncing
- Whether reps' private events sync
- Whether reps’ event series sync (Lightning Experience, Salesforce app)
- Whether all events sync, or only events that users relate to Salesforce records using the Outlook integration
- Whether syncing events that reps delete in one system are automatically removed from the other system
- Whether important events are automatically related to the appropriate Salesforce contacts or lead
When you sync Contacts, we recommend to sync in a single direction, from your CRM to your Email Provider. This is because all your Contacts should be tracked in your CRM, so that you have complete details about your clients.
When you sync your Events/Activies/Tasks, we recommend a single direction, from your CRM to your Email Provider. This is because your interactions with your client should be tracked in your CRM.
Because your CRM and Email are not built to read records from each other, most times, the systems cannot reconcile matching records, which can create an excessive quantity of duplicative records in both systems. Its recommended that an email integration be configured to “push” certain data points from CRM to your email provider, mitigating any confusion between reconciling system records, reducing the risk of duplicative data and excessive workflow processing.
When you sync your Email Correspondence, we recommend you track these Manually from your Email Provider to your CRM (not automatically).
It's recommended that an email integration be configured to manually log/set regard emails into CRM. There are two main reasons supporting this recommendation.
Automatically syncing all emails can excessively record emails into CRM, which can potentially decrease the data quality of emails in your CRM, and depreciates the search value for important and relevant communications with your clients. - CRMs are not archive systems as defined by SEC Rule 17a-4. A CRM should be used in conjunction with an email archiving solution to ensure SEC Rule 17a-4 compliance.
Here is a quick video (without sound) on how to update the sync between Microsoft Outlook® or Gmail™ and Elements.
For additional information on the initial Global Sync, please visit this Salesforce Help Article: Define Lightning Sync for Microsoft® Exchange Settings for Reps
