Tagging Emails and Calendar Items with 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 a Salesforce “What” record 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. Smart Tags can also be used to record attachments or to prevent attachments from recording to Salesforce. In this section, you will learn how to use Smart Address to tag emails and calendar items and associate them with Salesforce “What” records

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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. The ability to use Smart Tags to sync attachments applies to Email Sync only. This feature is currently not available for Calendar Sync.

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 tag emails and calendar items with Smart Addresses in Microsoft Outlook on the PC Desktop. Web and mobile users can also include Smart Address on emails and calendar items but will access their Contacts differently, depending on the application (i.e. web mail, iPhone Mail, Android Mail, or third-party applications).

Tagging Emails and Calendar Items with Smart Address

Compose an email or meeting invite and address the recipients as needed.

Tip: Cloud Edition will sync Appointments (calendar items with no invitees) based on your established sync settings. However, a Smart Address cannot be applied to an Appointment in Exchange since there is no To, Cc, or Bcc field where the Smart Address can be added. One work around is to create a Meeting with the Smart Address as the only invitee.

Click the Bcc button on an email or the To button on a meeting invite.

Tip: You can add a Smart Address to any recipient field (To, Cc, Bcc for email; Required, Optional for meetings). However, using the Bcc field is recommended so that other recipients of the email do not see the Smart Address listed.

Tip: You can access the Smart Addresses directly from the Contacts or People section in Outlook. However, adding these contacts to an email or calendar item directly from the Contacts or People lists will display the Smart Address in its entirety rather than with its display name. While this will not affect functionality, the data will appear longer to end users as well as in the Cloud Edition Sync History.

Additional Resources: Learn more about Sync History in the Reviewing Calendar Sync History and the Reviewing Email Sync History sections of this User Guide.

Click the Address Book drop-down list and select Smart Address.

Review the list of available Smart Addresses, and select the Smart Address to add to the email or calendar item.

Warning: Be sure to include only one Smart Address per email or calendar item. Do not add multiple Smart Addresses at once. Salesforce limits syncing items to a single “What” record at a time. An email or calendar item with multiple Smart Addresses included will only sync to a single Salesforce Record. In these instances, Cloud Edition will sync the item to the first Smart Address listed.

Tip: Once you have used a Smart Address once, it may appear in the history of your email application for easier future access. For Outlook users, begin typing the name of the Smart Address in the Bcc field to use a prior Smart Address. This functionality will depend on the email application you are using.

For mobile users, your application may permit you to search for a Smart Address as a contact by name. Begin entering the name of the Opportunity or Account to refine results and locate the correct Smart Address.

Insert the Do Not Record Smart Tag to prevent the email/calendar item from recording to Salesforce, even if the item would typically sync based on predefined sync criteria.

Insert the Smart Record Smart Tag to mark the email/calendar item for sync consideration in keeping with the user’s predefined sync criteria.

Insert the Record Attachments Smart Tag to record all of the attachments on the email if the email syncs based on the sync criteria.

Tip: The Record Attachments Smart Tag is most useful for one-off selecting emails to record attachments. If you are using the Email Sync Setting to Automatically Record All Attachments, you do not need to use this Smart Tag.

Insert the Do Not Record Attachments Smart Tag to prevent the attachments on an email from recording to Salesforce, even if the option to Automatically Record All Attachments is enabled in the Email Sync settings.

Finish composing the email or meeting invite and send when ready. With Email and/or Calendar Sync enabled, Cloud Edition will automatically detect the Smart Address and record the item to the corresponding Salesforce record in accordance with the established sync settings.

Tip: You can review items that synced to Salesforce using Smart Address in the Email Sync History or Calendar Sync History. Smart Addresses are displayed in the Email Address column by name for your reference.

Smart Tags (i.e. Smart Record and Do Not Record) are not listed, but emails that sync or are excluded from sync due to using Smart Tags are noted in the Reason columns, where applicable.