Connect Email Account in Salesforce

Connect Email Account in Salesforce

Development mailboxes will be automatically connected to the sync process, this guide is for connecting your own personal mailbox.

When you log into Salesforce there should be a green banner across the top, click this; if it’s not there click on your avatar and select ‘Settings’:

On the left-hand menu go to ‘Email -> Einstein Activity Capture -> Sharing Settings -> Connect Account’.

In the window which opens select ‘Connect My Office365 Account’.

In the next window which opens select/enter your personal email address.

Enter the password you use to log onto your laptop; this is your personal laptop/emails/365, not the development laptop, If you are not sure what this is, contact itsupport@storyhomes.co.uk who can reset it for you

When prompted, accept/allow the terms and conditions, the window will close and your emails will be connected; there should be a green banner at the top of the screen confirming the connection and that it’s currently syncing.

Salesforce for Outlook PlugIn

The PlugIn should already have been applied to your Outlook account; you should see this icon in the ‘Home’ tab of the toolbar ribbon:

or it may be blue if you have an email selected:

To connect this to Salesforce you will need to have the icon coloured blue. Click on an email (any email) and then press the Salesforce button.

A side panel will open on the right for you to log in, 

Select ‘Production’ type account and enter your Salesforce username and password. (Remember to tick the ‘remember me’ button otherwise you’ll have to do this every time).

Note: You may be required to enter a code to confirm access, this will be sent to your personal email address. If you don’t have this on your phone you’ll need to close the window, make a note of the code, and then try to log in again. The code from Salesforce will still be valid when you try to log in again.

You should be prompted to allow Outlook access, please allow access.

It may take a minute or two the first time you use it but once logged in the sidebar will check to see if any Salesforce records match any email addresses on the email you’ve selected and show those details on the sidebar.

If you want to keep this sidebar on all the time then you’ll need to click the pin icon so it points down rather than left. (You have to do the same when replying to an email the first time.)

Should you want to log out of the sidebar then select the ‘Profile’ avatar at the top right and ‘Log Out’:

Log Email

There is a button which says, ‘Log Email’; we have switched on automatic logging so if the email is to or from a customer then it will automatically sync to the customer's record in Salesforce.

You can use this button if you need to link another email to a particular record, e.g. an email from a solicitor.

To log this you:

• Press ‘Log Email’
• Change the drop-down as appropriate to find the record type, e.g. Enquiry or Sale:
• Search for the record, once selected it will appear towards the bottom of the sidebar
• Press ‘Save’ and the email will be logged to that record.

Log Email on Send

The same principle applies when you reply to an email, the only difference is the button is called ‘Log Email on Send’

Email Templates

When replying to an email in Outlook you have the option of using one of our Salesforce Templates, press the ‘Email Templates’ button and you can select any Salesforce template. You may need to select the record you’re replying to and the related merge record in the search fields (ensure you change the option to the relevant Salesforce object, i.e. Sale or Enquiry).

Once selected the email will populate with the template, including all required merge fields. The benefit of using Outlook to do this is that you can edit the template as appropriate before sending to the customer. As with all templates, please ensure you check the details before sending to ensure everything is correct.

New Enquiry

If an email address is not linked to a record in Salesforce you will see this button underneath their name:

Pressing this button gives the option to create an Enquiry using our standard Enquiry creation screen from Salesforce with the name and email addresses already completed:

Once you’ve entered all the details and pressed ‘Save’ the side-panel refreshes and shows the Enquiry in the list; this email will then automatically sync to that record within Salesforce.

Salesforce Email Tab

On Enquiry/Account/Sale records there is a tab which says ‘Email’. This is where you’ve been able to see the emails/templates you’ve sent from within Salesforce. This will now show emails from Outlook; it will show as email threads if it’s been a back and forth conversation.

The parameters for email synchronisation on Sales are:

• Open Sales
  1. All emails from six months prior to the Sale record create date, right up to date.
• Closed/Completed Sales
  1. All emails from six months prior to the Sale record create date, up to six months after the Sale record close/complete date.

Email Insights

This feature will provide notes next to emails to give information about what the email is about, the theory is to make it easier to respond at the right time; insights include:

• Pricing Discussed
• Scheduling Requested
• Executive Involved
• Out of Office
• Competitor Mentioned

They appear next to the email header in the ‘Email’ tab.

This process is “teachable” as it uses artificial intelligence and machine learning to learn through interaction. You can click on the insight and say whether it is accurate or not and Salesforce will build an AI database and start giving out better insights as it learns.

Summary and Further Notes

• Salesforce data appears in Outlook as a side-panel related by the email addresses in the selected email.
• Email Templates are available in Outlook and can be edited.
• Emails are sent from the email account and not “on behalf of” as they were when sent from Salesforce.
• Create new Enquiries direct from Outlook.
• Manually log emails against Enquiries, Sales and Accounts:
  1. If the email address has an Enquiry, Account and/or Sale record then the email will be linked to all instances where the email address is used.
  2. As we use automatic syncing using a process called ‘Einstein Activity Capture’ then we don’t need to manually log emails from customers, just from third parties as appropriate (solicitor for example).
• When converting an Enquiry to a Sale, all emails from when the customer was an Enquiry are linked to the Sale record.
• If an email is received from a Secondary Applicant it will be logged against the Account record automatically but not the Sale, only emails from the Primary Account are logged against the Sale automatically.
• Emails sent internally are not synced, e.g. a Sales Manager replying to a Sales Exec.
• Emails can’t be deleted from the sync by users.