Mapping Salesforce Objects from Smart Address (Exchange + Salesforce)

Cloud Edition’s Email and Calendar Sync Jobs are designed to enable users to move data between Salesforce and Exchange and to associate these items to matching Salesforce Lead and Contact records where applicable (i.e. Salesforce “Who” records). In many instances, users also want the ability to associate emails and calendar items to additional Salesforce records such as Accounts, Opportunities, and Cases (i.e. Salesforce “What” records).

Smart Address offers users the ability to tag emails and calendar items and associate them with Salesforce “What” records as part of the sync process. To do this, Smart Address Sync creates a separate Contact folder within Exchange and generates a unique email address for each object record that is enabled. As users send emails or create meetings, they can add Smart Addresses from their Address Book or Contacts folder wherever they have access to their Exchange account (desktop, web mail, mobile device, etc.). Cloud Edition detects Smart Addresses and uses them to relate the emails and calendar items to additional Salesforce records. In this section, you will learn how to map Salesforce objects for use as Smart Addresses.

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Warning: Smart Address functionality is only available when working with Email and Calendar Sync. Smart Addresses cannot be appended to Task or Contact records from Exchange to create associations in Salesforce.

Warning: Cloud Edition Admins have the ability to set default sync settings and/or lock down these settings to prevent end user override. Your instance of Cloud Edition may not allow you to change any/all of the settings described in this section, depending on how your Admin has configured your access. Settings that are preset and locked by an Admin are visible to end users but are grayed out and cannot be edited.

Example: In this example, we will demonstrate how to map new objects for use with Smart Addresses using sample data. Your Salesforce objects will vary based on how your instance of Salesforce is configured.

Mapping Salesforce Objects from Smart Address

Locate the Sync Jobs section and the Smart Address Sync Object. Then, select the Map Objects link.

Review the list of existing mapped objects. The table outlines the Salesforce objects that are available and/or enabled for Smart Address use along with the abbreviation that will appear at the beginning of the Smart Address name in the Exchange contact list and the Criteria or Salesforce View being used to populate the Smart Addresses.

Tip: Smart Addresses are generated by default for the Account and Opportunity objects in Salesforce.

Accounts: Smart Address will create a unique email address for every Account the user owns and every Account on the user’s Most Recently Viewed list in Salesforce. This mapping is enabled by default.
Opportunities: Smart Address will create a unique email address for every Opportunity that the user owns and every Opportunity on the user’s Most Recently Viewed list in Salesforce. This mapping is enabled by default.
Cases: Smart Address is designed to detect the Salesforce Case object but is disabled by default. When enabled, Smart Address will create a unique email address for every Case the user owns and every Case on the user’s Most Recently Viewed list in Salesforce.

Tip: The number of Smart Addresses generated for an end user are set to a maximum count of 3,000 per record type. In the event that the maximum number would be exceeded, priority to create Smart Addresses is given to items included in the Salesforce Recently Viewed table. The remainder are populated based on the records owned by the user, sorted by Last Viewed Date and Created Date, to give priority to more recent items.

Warning: Smart Address mapping is presented on the Objects page as Enabled, but Smart Addresses will not be available for use within Exchange unless you have enabled the Smart Address Sync Job.

A dditional Resources: Learn more about enabling Smart Address in the Configuring Smart Address section of this User Guide.

Select a new Salesforce Object from the drop-down list. The available Objects will vary by user and will only be presented as an option if the user has permission to view the Object in Salesforce.

Warning: When mapping objects and their corresponding fields for end users as an Admin, be aware that Cloud Edition is not able to validate end user permissions within Salesforce. Cloud Edition will not prevent an Admin from mapping an object(s) or field(s) that some users may not have access to in Salesforce. The end user will not be able to work with restricted objects as Smart Addresses, preserving the user-level permissions for Salesforce data access. Mapping to specific object fields on a Salesforce record that an end user does not have access to in Salesforce will result in the Smart Address lacking field-level data.

Select the Criteria/Salesforce View to use when generating the Smart Addresses for the selected Salesforce Object. Choose Default to work with default Smart Address criteria. Choose a Salesforce View from the list to create Smart Addresses based on the View’s criteria.

Tip: Smart Address uses specific filters and criteria to create unique Smart Addresses for each user.

Default Criteria: Created on a per object basis for all records a user owns in Salesforce. (i.e. a user will have a Smart Address for every Account they own) and for all records that appear on the user’s Most Recently Viewed list in Salesforce for the object, regardless of whether they own the account (i.e. a user viewed a colleague’s Opportunity but does not own it).
Salesforce View: Created based on the filters used to populate the View in Salesforce. End Users can select from Public Views as well as any view, including Private Views, they have access to in Salesforce. Any record included in the View can be a Smart Address, regardless of ownership or recently viewed status.
Additional Filters: LinkPoint360 Professional Services can add filtering to exclude Smart Addresses based on certain criteria, such as excluding items that have a Status of Closed. Contact your Account Executive with any questions regarding Cloud Edition customization.

Warning: Admins configuring Smart Address using Salesforce Views will only have access to Public Views that can apply to all users. If a View is deleted in Salesforce, the Smart Addresses will no longer populate, and the Admin will need to select a different View for the Object.

Click Create New to continue.

Enter an Abbreviation to be used when creating and labeling the Smart Address in Exchange.

Select the Enabled checkbox to activate the new object and include it with the next Smart Address sync.

Select the Criteria/Salesforce View to use to generate the Smart Addresses for the selected Object.

Select the optional CRM Field Name to determine which Exchange fields should be used for displaying specific Salesforce information.

Tip: Smart Address uses existing fields on an Exchange contact record to include relevant details about the item from Salesforce. This helps users more easily identify the correct Salesforce item to work with. By mapping specific fields, users can choose which information to bring down from Salesforce and which Exchange fields to use for that data. While not required, setting at least one CRM Field Name is recommended.

Set an optional Default Value that will be used if the Salesforce record does not have a value for the field when syncing.

Tip: Admins configuring a Smart Address at the Subscription or Profile Level have the option to lock all of the configuration options. Note that locking a field will prevent end users from being able to make changes.

Warning: Smart Addresses with locked values for Enabled and Criteria/Salesforce View can prevent end users from making changes if they no longer have access to the configured object.

Click the Create button when finished to generate the Smart Address object. The new Smart Addresses will be included in the Smart Address Exchange folder and will be available on your mobile device (wherever your Exchange account is connected) during the next scheduled Smart Address Sync Job.

Tip: You can edit any existing Smart Address object mapping by returning to the Smart Address Objects page and selecting the Edit link for a specific Salesforce Object.