Reviewing Calendar Sync History (Exchange + Salesforce)

Cloud Edition Calendar Sync ensures the movement of data between Exchange and Salesforce based on preconfigured sync settings. Users can review how calendar items were synced between systems by reviewing the Calendar Sync History. This is especially helpful to confirm sync behavior and to review items that were excluded from the sync based on rules or missing Salesforce data. In this section, you will learn how to review the data presented in the Calendar Sync History.

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Warning: Sync History retains user data for 30 days. The Sync History will be rebuilt for users who disconnect their Exchange or Salesforce hosts and reconnect with new details. This ensures that users are viewing the history for the current configuration.

Reviewing Calendar Sync History

Locate the Calendar Sync Object in the Sync Jobs section and select the Sync History link.

Review the Unresolved Calendar Items tab to view all of the calendar items that did not sync because items did not have matching Salesforce records or due to system error. Each row lists a single calendar item (meeting or appointment) and the related data.

Tip: When you select the option to Sync All Calendar Items, the Unresolved Calendar Items tab will be blank since matching is not required unless an item could not sync due to an error. When using the Attempt to Sync Calendar Items Only Where Matching Salesforce Records Are Found mode, items will be unresolved when no matches are found in Salesforce during the sync. Items remain in this list until an action resolves the sync issue (i.e. adding a matching Contact in Salesforce, changing a sync setting to include the item in the next sync) or until the item exceeds 30 days of sync attempts.

Sort the items by clicking the column headers to view items in ascending or descending order. Search partial or full terms to filter the list and find specific items more quickly.

Select the Ignore Item checkbox to select single or multiple calendar Items. Click Save to remove the item(s) from future sync consideration.

Tip: : Calendar Sync attempts to sync items for up to 30 days from the first time the item is created. Events in the Unresolved Calendar Items tab that you do not want or need to sync (i.e. invites to/from contacts that you do not intend to add to Salesforce) can be selected and excluded from future sync attempts. This will also remove them from the Unresolved Calendar Items list.

Select the Ignore Address or Ignore Domain checkbox(es) to add email addresses and/or domains to your Ignore List and exclude them from future sync consideration. This is useful for excluding calendar items from senders that you are certain you do not need to sync calendar items for or that you do not intend to add to Salesforce.

Tip: Email addresses and domains included in the Global Exclusion List by an Admin are completely omitted from the sync process and do not appear in the Sync History.

Additional Resources: Learn more about excluding email addresses and domains in the Configuring the Ignore List and Configuring the Global Exclusion List sections of this User Guide.

Select a Create icon for Contact or Lead to enter a new record in Salesforce. This will launch Salesforce in a new browser window. Creating new leads and contacts will help to resolve calendar items in future sync attempts.

Tip: Admins can disable the Create icons for Leads and Contacts. Navigate to the Calendar Sync Job Edit window on the Subscription or Profile levels and deselect the Sync History Settings: option to Show icons to create new Leads and Contacts.

Select the Synced Calendar Items tab to view all of the calendar items that synced based on the established sync settings. Each row lists a single calendar item (meeting or appointment) and the related data.

Tip: When you select the option to Sync All Calendar Items, all of the items will be listed in the Synced tab unless they were excluded (i.e. Do Not Sync Category) or if an item could not sync due to an error. When using the Attempt to Sync Calendar Items Only Where Matching Salesforce Records Are Found, a calendar item only requires one email address to match with a Salesforce record to be considered synced. When using Sync Calendar Items Only When Designated options, items will be marked as synced whenever they are flagged regardless of whether a match is found. Items remain in this list for review for 30 days.

Sort the items by clicking the column headers to view in ascending or descending order. Search partial or full terms to filter the list and identify specific items more quickly.

Tip: Email addresses for which there is a matching Salesforce record and that the system was able to record the item to are marked with a green checkmark under the Associated column. A red X indicates that the item was not recorded to a record for the specified email address. Note that not all Calendar Sync modes require matching.

Warning: Salesforce includes several limitations regarding how items can be recorded to multiple Salesforce records. When working with multiple leads or a mix of leads and contacts, items will only sync based on established Salesforce allowances. In these cases, Cloud Edition will indicate all records where the item was recorded with a green checkmark. However, there may be matching Salesforce records that the system was not permitted to record to due to the Salesforce restrictions.

Select the Excluded Calendar Items tab to view all of the calendar items that were excluded from syncing based on the established sync criteria. Each row lists a single calendar item (meeting or appointment) and the related data.

Tip: Different sync settings include different criteria that prevent items from syncing. For example, when selecting the option to Attempt to Sync Calendar Items Only Where Matching Salesforce Records Are Found, items that have no matches will not sync. Users can also proactively exclude items from syncing by setting the calendar item to Private in Outlook or by adding a Do Not Sync Category or Do Not Record Smart Address. Items remain in this list for review for 30 days. Note that Private items will not appear in the Sync History.

Sort the items by clicking the column headers to view items in ascending or descending order. Search partial or full terms to filter the list and find specific items more quickly.

Tip: Items that do not sync due to Prevent Operations settings will not appear in the Calendar Sync History since the system completely ignores those items when created, updated, or deleted, as specified.

Select the Unmatched Contacts/Leads tab to view a list of all email addresses extracted from calendar items that do not have a matching Contact or Lead record in Salesforce.

Tip: This screen is designed to make it easier for users to see which email addresses have not been added to Salesforce. For sync modes where matches are required, leaving numerous email addresses with no Salesforce match will result in a large number of unresolved or excluded items. This tab enables users to create records or to exclude email addresses and domains from future consideration with ignore settings. Creating a new Contact or Lead in Salesforce will enable the system to sync future calendar items that require a match. Note that this will not retroactively sync past calendar items to the newly created records. Items remain in this list for review for 30 days.

Select the Ignore Address or Ignore Domain checkbox(es) to add email addresses and/or domains to your Ignore List and exclude those items from future sync consideration. This is useful for excluding emails from senders that you are certain you do not need to record emails for and/or that do not and will not exist in your instance of Salesforce.

Tip: Calendar Sync attempts to sync items for up to 30 days from the first time the item is created. Unmatched Contacts or Leads that you do not intend to add to Salesforce can be selected and excluded from future sync attempts.

Tip: Items related to an email address or domain placed on the Global Exclusion List by an Admin will not appear in the Calendar Sync History since the system completely ignores those items.

Additional Resources: Learn more about excluding email addresses and domains in the Working with Ignore Lists section of this User Guide.