Outlook Edition 3

1
Apex Connect Outlook 3.0Best Practices
Ly Townsend Customer Success Manager
2
Index

• Business Driver and Common Use Cases
• System Requirements
• Best Practices for Synchronizing Contacts
• Notes on New 3.0 Behavior
• FAQ

3
Business Driver

• Customers would like the ability to integrate
  their Outlook Edition with salesforce.com.
• This capability would
• Allow users to synchronize Contacts, Tasks, and
  Calendar events
• Associate Outlook email messages with Contacts,
  Events, and Tasks
• Create Tasks and Cases from Outlook email
  messages
• Map custom fields in Salesforce to fields in
  Outlook
• Save time entering data in both salesforce.com
  and Outlook

4
Common Use Cases
5
System Requirements
6
Where do I get Connect for Microsoft Outlook, and
what are the system requirements?

• Salesforce Editions Available to All Editions
• Install the latest Outlook Edition 3 (known as
  O3) from Setup/Personal Setup/Desktop
  Integration/Outlook Edition
• System Requirements for O3
• Operating System Microsoft Windows 2000, XP
  Professional SP1, XP Professional SP2, or Vista
• Microsoft Outlook XP (2002), 2003, or 2007
• Outlook Edition 3.0 is not compatible with
  Outlook 2000 or Word 2000.

7
Skill Level Required

• Recommended skill level to implement O3 is an IT
  administrator working with a Salesforce
  administrator.
• User preferences and synchronization settings
  should be determined by an administrator.
• O3 can be downloaded and used immediately if
  users have access to the tool.
• A controlled and customized implementation of O3
  typically takes one week to configure, test,
  train, and rollout to end users.
• For larger customers, this time frame may vary
  and often takes longer.

8
Are there minimum bandwidth recommendations?

• Outlook Edition has no explicit bandwidth
  requirements, although faster connections
  obviously translate to faster performance. 
• Users with home DSL connections with
  lt1Mbits/second download rate will likely notice
  slower sync times. 
• Use with a modem connection is not recommended.
• "Average" sync exchanges are roughly 1-5Mb (Note
  that "average" is very difficult to pin down,
  as it is highly dependent on an org's custom
  fields, custom tabs, and the amount of data being
  synched).
• Average space requirements vary with the amount
  of data being synched. A normal Outlook Contact
  equals 2k. For example, if a user syncs 1000
  Contacts, expect this to require an additional
  2Mb storage on the client.

9
Are Vista Outlook 2007 supported?

• O3 has support for Vista and Outlook 2007,
  including the new Ribbon UI.

10
Best Practices forSynchronizing Contacts
11
How does synchronizing contacts work?(This has
not changed from O2.)

• When a contact is marked for synchronization,
  matching is based on 4 fields
• First Name
• Last Name
• Account Name
• Email Address
• Based on built in logic, if the contact record in
  Outlook is not matched based on the criteria
  above, a new contact will be created in
  salesforce.com.

Assumption Bi-directional sync
12
How does synchronizing contacts work? (contd)

• A Conflict resolution box is displayed if the
  contact has previously been synchronized and now
  detects changes have been made in salesforce.com
  and Outlook based on last sync.
• If a similar contact is found in general, but the
  contact still does not match well, then a new
  contact is created.

Assumption Bi-directional sync
13
Synchronizing Contacts - Example

• Contact Name Jennifer Smith
• Account Name IBM
• Matching will only occur for the Contact and the
  Accounts associated with Jennifer Smith
• If there is only ONE Account of IBM, then this is
  considered a match
• If more than one IBM exists, O3 will prompt you
  to create a new record or associate to an
  existing one. (This is different from O2.)

14
Best Practice for Synchronizing Contacts

• Salesforce.com should be the data master!
• Dont make Contact changes in Outlook Create
  and maintain Contacts in salesforce.com
• Set up synchronization to be unilateral from
  salesforce.com to Outlook
• When synchronizing, the latest information from
  salesforce.com will be brought into Outlook
• Know your contact data in salesforce.com and
  determine your approach
• Are most of your Contacts old?
• Are most of your Contacts new?
• Do you have a mix of new and old Contacts?

15
If most of my Contacts are old

• If the majority of your Contacts in
  salesforce.com are old or may have outdated
  information
• Create a new Contacts folder in Outlook
• Synchronize Contacts from salesforce.com to the
  new folder in Outlook
• Why?
• By synchronizing Contacts from salesforce.com
  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.

16
If most of my Contacts are new

• If the majority of your contacts in
  salesforce.com are new
• Create a new Contacts folder in Outlook
• Synchronize Contacts from salesforce.com 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.com
• Helps keep Contact data consolidated and clean
• Helps reduce duplicate Contact records in both
  systems

17
I have a mix of old and new contacts

• If you have a mix of old and new Contacts in
  salesforce.com, the best approach is to leave all
  the Contacts in the existing Outlook folder.
• When synchronizing Contacts, you will be prompt
  to resolve the Contacts through the Conflict
  Resolution screen.
• This process, however, may be time consuming.
• Why?
• Conflict resolution will match any existing
  Contacts in salesforce.com and Outlook and
  provide you options to select the most updated
  data.

18
Synchronization of Events

• All synchronized events are labeled with the
  "salesforce.com" category.
• Daily open-ended events and events with an end
  date synchronize for up to one month.
• Open-ended weekly and monthly events synchronize
  for up to one year.
• Open-ended yearly events synchronize for 5 years.
• Synching Recurring Events
• Salesforce stores recurring Outlook events as
  separate events. If you need to change a
  recurring event, change it in Outlook and your
  changes will be reflected in salesforce.com the
  next time you synchronize.

19
Synchronization of Events

• When creating events in Outlook and synchronizing
  to Salesforce, you need to do a manual
  association on the event to track it against a
  record in Salesforce. If you do not manually
  associate it to a record, then the event will
  only be displayed on your homepage.

20
Notes on New 3.0 Behavior
21
O3 Enhancements

• Faster Performance
• Supports Email Attachments
• Supports Who/What Associations with Custom
  Objects

• Supports Associations with Contacts, Tasks,
  and Calendar Events
• Ability to Quick Create records
• Quick create can either be turned completely on
  or off. There are no mix and match options yet.

22
O3 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 its
  looking for all the account names that match.
• Synchronizing over the VPN is known to be slower.
• When O3 is installed, Outlook may be slower
  during start up.

23
O3 Behavior General Tips

• In Outlook 2007, security is disabled when it is
  pushed out to users. There is a security setting
  in Outlook that needs to be enabled. Contact
  support if you need additional information.
• Outlook 2007 may be slower when starting up
  because of the initialization process. However,
  this is generally not noticeable to most
  customers.
• Add Emails Performance may be slower when
  associating a record to a custom object when an
  organization has a large number of custom objects.

24
O3 Behavior Use Unique Names

• When creating a Contact in Outlook, best practice
  to ensure that the Contact has the proper name is
  to use unique names for Accounts.
• You must use the Associate button to make a
  proper association to the appropriate record.
• Example If you just enter IBM for the Account
  Name, O3 will not let you mark that contact for
  sync.

25
O3 Behavior Task Types

• Tasks and events in Outlook that are synched do
  not have an Event/Task type passed to
  salesforce.com. 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.com going
  into Outlook, however, does work.
• Best practice for both scenarios above is to use
  salesforce.com to associate the event/task to the
  proper name, and use Outlook to view the data.

26
O3 Behavior Modifying Defaults

• O3 allows users to customize the sync criteria by
  modifying the registration/dictionary files
  (O_Dictionary.xml).
• Example Ability to synchronize contacts where
  you are not the contact owner
• A technical expert is recommended to modify these
  settings. See the Advanced Admin Tip sheet for
  details.
• Administrators need to push O3 to users if
  users do not have the admin rights to download
  software/applications. The administrator will
  also need to modify or set the dictionary files
  for customization.

27
O3 Behavior Modifying Defaults

• If using another application such as Plaxo to
  synchronize Contacts, users may see the O3 icons
  disappear. This is a known O3 issue since
  Outlook does not allow us to control the icons.
  The icon is a forced display on Outlook.

28
O3 Behavior Default Task Status

• When you 'Add Email' from Outlook Edition, the
  default status of the activity being created may
  not set to what you want. For example, it may
  set the status to "Absent" instead of
  Completed.
• This setting is not directly configurable in
  Outlook Edition. It is inherited from existing
  settings in salesforce.com. This is set based on
  the TaskStatusValues on the Windows Registry,
  and displays that as the default status.
• For more information, please contact Support for
  Solution 00006311.

29
O3 Behavior - Asynchronous Login

• O3 can log into salesforce.com on Outlook startup
  and keep the session alive.
• A new login is forced every 20 minutes.
• The schema is refreshed every 10 real logins
  (i.e. a new SID was obtained).
• After 2 failed logins, we give up until a
  successful login has occurred.

30
O3 Behavior Embedded App

• Salesforce.com in Outlook folders will continue
  to be supported, except for a change in behavior
  when using Vista and Outlook07 in combination.
  With this combination, using the folders launches
  a Salesforce session in a new browser window.
  (This is not on by default anymore. You will
  need to select this in your O3 settings.)
• This change is due to additional security
  features in Vista.

31
FAQ
32
FAQ

• Does Outlook Edition work on Citrix?
• Outlook Edition is not supported in terminal
  server environments like Citrix
• However, some customers have gotten O3 to work
  where additional testing is required.
• In a Citrix terminal server environment, several
  users log on remotely to the same machine. At
  Salesforce customer sites some of these users
  will be Salesforce users, while others aren't.
  For more information on how to handle such
  implementations, contact Support for Solution
  0005937.
• Best Practice is to thoroughly regression test
  when rolling out O3 in a Citrix environment.

33
FAQ

• Is Outlook Edition supported on Single Sign On?
• Outlook Edition is supported with Single Sign On
  (SSO).
• There is an SSO Tip Sheet published by
  Salesforce.com, specifically for Outlook Edition
  and SSO. See Solution 0005628 for details.

34
FAQ

• What happens when two people own a Contact that
  has the same email address from the same Company,
  and one user makes an update, and the other
  person synchronizes?
• If the user can see the record, then the Contact
  will be synchronized.
• If the last modified timestamps are different
  between Outlook and Salesforce, then a conflict
  resolution screen is displayed.
• If only one users last modified timestamp is
  different, then an update occurs to the other
  user.

35
FAQ

• What version of Outlook am I on?
• In Outlook - click Tools Salesforce Options
  Under the General Tab click About in the bottom
  right.
• How long will Outlook Edition v1 be supported?
• Outlook Edition v1 is no longer available nor
  supported.
• How long will the Outlook Edition v2 be
  supported?
• Outlook Edition v2 will no longer have any
  version updates. End of life procedures have not
  yet been determined for this release.

36
FAQ

• When new releases are available for O3, is there
  a forced upgrade?
• If you are an Enterprise Edition Customer and
  youre using Client Application Administration,
  you may be prompted to upgrade depending on your
  Admin Setup.
• If you are a Professional Edition Customer, there
  is no forced upgrade. You will need to log into
  salesforce.com to get the latest version.
• What are the steps needed to upgrade to O3 from
  O2?
• Uninstall of O2 is not required.
• Make sure that Outlook is shut down before
  beginning installation.
• Run the install program and follow the steps in
  the Wizard.

37
FAQ

• I am currently using O2 and am not ready to
  upgrade to O3. Where can I get the old version?
• Submit a case to support, and they will send you
  a link to the older edition. We want to
  determine why the customer wants or needs to use
  an older version of the client.
• Where can I find documentation on version updates
  on O3?
• Release notes will be coming soon to outline
  changes in each version updates of O3.

38
FAQ

• Because of storage issues, I dont want any of my
  users to synchronize with attachments. How can I
  turn that off for everyone?
• The registration key on the o_dictionary.xml file
  called SupportAttachments can be set to false
  to turn off attachment support.
• Can I associate an attachment to more than 1
  object per synchronization?
• No, you will have to select an object to
  associate the attachment to. You also have the
  ability to add additional files/attachments from
  your computer.

39
FAQ

• What is the maximum size of the attachment I can
  select?
• The default maximum attachment size is 1MB and
  can be changed via the MaxAttachmentSize registry
  key (number in bytes). This is unrelated to the
  attachment size limit set in the app.
• Why do I get a message saying You have not
  selected a salesforce record, even though I have
  already selected/associated a contact/lead and
  account/ opportunity.
• If you double click the Contact or Lead, you will
  see it selected at the bottom of the dialog
  (Your name selection )

40
FAQ

• How come I unmarked my task/event from
  synchronizing, and it still shows up?
• This is a known issue When an event has been
  unmarked for synchronization, the event may still
  get synchronized.
• How come the icons do not show up when I am
  looking at the my contacts address cards?
• Icons do not show on the address cards on Outlook
  2007. You will need to switch to the business
  card view.

41
FAQ

• How come I was able to synchronize yesterday, but
  today I cant?
• Most likely, youve changed your salesforce.com
  password, but have not changed it in your Outlook
  settings. In Outlook, go to Tools Salesforce
  Options and change your password there as well.

42
Links References

• Help Training in salesforce.com
• Administering Outlook Edition 3
• http//na1.salesforce.com/help/doc/en/salesforce_o
  utlook3_admin_cheatsheet.pdf
• Outlook Edition 3 Cheatsheet
• http//na1.salesforce.com/help/doc/en/salesforce_o
  utlook3_cheatsheet.pdf
• Outlook Edition 3 Fundamentals Breeze Training
• Coming soon!