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Full session information and videos available at successforce.com.TRANSCRIPT
Improving Your Outlook: Getting Started with Force.com Connect for Microsoft Outlook
Kevin Sherman, Sr. Customer Success Manager
Patrick Taylor, Customer Success Manager
Track: Admin I: Getting Started
Safe Harbor Statement
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Outlook Edition Basics
Outlook Edition is a plug-in for Microsoft® Outlook®
that allows you to conveniently interact with
Salesforce from your Outlook interface. Synchronize your Contacts
Synchronize your Calendar events and Tasks in both
systems
Quickly add Emails to Salesforce as Tasks or Cases
Use the Salesforce Address Book to email Contacts and
Leads
Consider Outlook Edition When…
Your users need a productivity boost! Keep data in sync no matter which app you’re working in
Eliminate double entry
Share information across the enterprise
Create a consolidated list of the Company’s contacts
Increase user adoption
But Not When…
You’re looking for an initial data load!
Creates duplicates
Poor quality data
Basic Architecture
Outlook Edition is a standard Outlook plug-in
Installs on the user’s laptop/desktop
Talks to Outlook client using the Outlook Object Model
Does not talk to Exchange
Talks to Salesforce using the AppExchange API
Outlook Exchange
SalesforceOutlook
Edition
Add Email to Salesforce
Use Email to quickly
create Tasks and
Cases in Salesforce
Attachments can
also be added
Synchronize Contacts
Contacts in Outlook can be
marked for sync with
Salesforce
Setup options make it possible
to control how the latest
changes to Contact info in
each system affects the other
system.
Import from Salesforce
Export to Salesforce
Two way Synchronize
Synchronize Calendar Events
Events in the Outlook Calendar
can be marked for sync with
Salesforce
Setup options make it possible to
control how the latest changes in
each system affects the other
system.
Import from Salesforce
Export to Salesforce
Two way Synchronize
Synchronize Tasks
Outlook Tasks can be marked for
sync with Salesforce
Setup options make it possible to
control how the latest changes in
each system affects the other
system.
Import from Salesforce
Export to Salesforce
Two way Synchronize
Salesforce Address Book
Use the Salesforce
Address Book to
quickly find Contacts
and Leads, then add
them as email
recipients.
Configuration Options
The Salesforce Options
make it easy to control
the behavior of the
Outlook Edition.
Administration
The Salesforce Options
can be preset with initial
deployment and locked
down by system
administrators.
All Salesforce client
applications respect the
data visibility settings and
sharing rules as defined in
Salesforce.
Where do I get Outlook Edition 3, and what are the system requirements?
Install the latest Outlook Edition (version 3) from
Setup/Personal Setup/Desktop Integration/Outlook
Edition
System Requirements:
Operating System: Microsoft Windows 2000, XP
Professional SP1, XP Professional SP2, or Vista
Microsoft Outlook XP (2002), 2003, or 2007• Not compatible with Outlook 2000 or Word 2000.
What about Lotus Notes?
Feature parity with the
Outlook Edition 3.2 release
Requires IBM Lotus Notes
6.0, 6.5, or 7.0 with default
mail template fields
Best Practice for Synchronizing Contacts
Salesforce should be the data master
Create and update Contacts in Salesforce and synch
from Salesforce to Outlook
Know your contact data in Salesforce and determine
your approach Are most of your Contacts old, new or a mix
If most of my Contacts are old…
If the majority of your Contacts in Salesforce are old
or may have outdated information: Create a new folder under your Contact folder in Outlook
Synchronize Contacts from Salesforce to the new folder in
Outlook
Why? By synchronizing Contacts from Salesforce into a new
Outlook folder, old Outlook Contact data can be
maintained separately.
Contacts in the new Outlook folder can be maintained and
synchronized bi-directionally which helps keep data clean.
If most of my Contacts are new… If the majority of your contacts in Salesforce are new:
Create a new Contacts folder in Outlook
Synchronize Contacts from Salesforce into Outlook
From your new and old Outlook Contacts folder, consolidate
your contacts to have the latest Contact information
Synchronize bi-directionally
Why? You now can maintain one list of new contacts in both Outlook
and Salesforce
Helps keep Contact data consolidated and clean
Helps reduce duplicate Contact records in both systems
I have a mix of old and new contacts…
If you have a mix of old and new Contacts in
Salesforce, the best approach is to leave all the
Contacts in the existing Outlook folder. When synchronizing Contacts, you will be prompted to
resolve any conflicts through the Conflict Resolution screen.
This process, however, may be time consuming.
Why? Conflict resolution will match any existing Contacts in
Salesforce and Outlook and provide you options to select
the most updated data.
Best Practices for Events
You can use the Outlook
‘Automatic Formatting’
feature to get a quick
visual overview of which
records are Marked.
Set a rule that turns
any marked event Blue
Best Practices for Tasks
Tasks and events in Outlook that are synched do not have an Event/Task type passed to Salesforce. This will affect reporting activity analysis.
Example: Reporting for Joe Smith may have 10 Event tasks with Type = blank, while others have “Onsite Visit, Conference Call, Left Message, etc.”
Task type information from Salesforce going into Outlook, however,
does work.
Best practice for both scenarios above is to use Salesforce to associate the event/task to the proper name, and use Outlook to view the data.
Outlook Edition Behavior – General Tips
Your first synch may take a few minutes!
During a search for a contact, the default search only
displays the first 50 Account names.
If you do a full search where an Account name is
manually entered, this may take longer since it’s
looking for all the account names that match.
Synchronizing over the VPN is known to be slower.
When Outlook Edition is installed, Outlook may be
slower during start up.
Jennifer RakieyCRM Analyst / Inbound Marketing Specialist
Charlie McKinneyDirector of Sales Support
Scott FielderCRM Market and Operations Manager
Kevin Sherman & Patrick Taylor
Customer Success Managers
Salesforce.com
Moderated By:
Panel Discussion
Applause Please!!!
Jennifer Rakiey Charlie McKinney Scott Fielder
145 EE Users
135 Outlook Edition Users
489 EE Users
230 Outlook Edition Users
539 EE Users
254 Lotus Edition Users
[email protected] [email protected] [email protected]
How did you distribute this feature to your users? Push, pull or something in between? If you pushed
it, did you preset any configurations?
Jennifer Rakiey Charlie McKinney Scott Fielder
145 EE Users
135 Outlook Edition Users
489 EE Users
230 Outlook Edition Users
539 EE Users
254 Lotus Edition Users
[email protected] [email protected] [email protected]
What did you sync and what did you decide not to sync?
Jennifer Rakiey Charlie McKinney Scott Fielder
145 EE Users
135 Outlook Edition Users
489 EE Users
230 Outlook Edition Users
539 EE Users
254 Lotus Edition Users
[email protected] [email protected] [email protected]
How did you train your end users? What type of documentation did you deliver to
support this rollout?
Jennifer Rakiey Charlie McKinney Scott Fielder
145 EE Users
135 Outlook Edition Users
489 EE Users
230 Outlook Edition Users
539 EE Users
254 Lotus Edition Users
[email protected] [email protected] [email protected]
Any advice on avoiding duplicate contacts or on how to keep your data clean?
Jennifer RakieyCRM Analyst / Inbound Marketing Specialist
Charlie McKinneyDirector of Sales Support
Scott FielderCRM Market and Operations Manager
Kevin Sherman & Patrick Taylor
Customer Success Managers
Salesforce.com
Moderated By:
Panel Q & A
MoreApplause Please!!!
Resources
Help & Training in Salesforce
Print out all of the Cheetsheats!
Integrating with Outlook tip sheet
Advanced Outlook Edition Administration tip sheet
Outlook Edition 3 Fundamentals – Breeze Traininghttp://salesforce.breezecentral.com/outlookintro
Check out www.successforce.com http://blogs.salesforce.com/features/2007/02/apex_connect_ou.html
http://blogs.salesforce.com/features/2006/12/connect_lotus_n.html
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Improving Your Outlook: Getting Started with Outlook Edition
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Track: Admin I: Getting Started