SalesDesktop FAQ
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This is an FAQ for InvisibleCRM SalesDesktop product. SalesDesktop seemlessly integrates Salesforce CRM with Microsoft Outlook.

This is an FAQ for InvisibleCRM SalesDesktop product. SalesDesktop seemlessly integrates Salesforce CRM with Microsoft Outlook.

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SalesDesktop FAQ SalesDesktop FAQ Document Transcript

  • salesdesktop www.salesdesktop.netSalesDesktop for Salesforce FAQ Rev 14
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Contents1. Installation and Setup .................................................................................... 32. Configuration and Usage................................................................................. 73. Troubleshooting .......................................................................................... 264. Other......................................................................................................... 32Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 2 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com 1. Installation and SetupQ 1: What are the Windows and Office requirements for installing SalesDesktop?A: SalesDesktop requires Microsoft Windows XP SP2 or higher, Vista or Windows 7 (any edition) andMicrosoft Outlook 2003 SP3, Outlook 2007 SP 2 and Outlook 2010. Other operation systems and otherversions of Microsoft Outlook are not supported.Note: Although we do support 64-bit Windows environments, the Outlook version should be 32-bit. 64-bitversions of Outlook are currently not supported.Q 2: What are the network and infrastructure requirements for installing SalesDesktop?A: Your organization may have certain network access and security restrictions. Please, consultyour system or network administrator to ensure that the requirements listed below are met in yourorganization:1. All Salesforce servers are available through port 443 (https)2. Host downloads.invisiblecrm.com (68.178.254.5) is available through port 80 (http)3. Local security policy should permit SalesDesktop add-in to be put into the list of trustedadd-ins4. Exchange mailboxes shall have enough free space to put all Salesforce objects (averagespace requirements: 10Kb per object, 1Mb is a minimum, average business user may use from5 to 15 Mbytes of space for holding Salesforce objects). Alternatively, users shall be able tocreate PST data files in order to avoid issues with low quotas on Exchange mailboxes.Q 3: Should I uninstall the Salesforce Connect for Outlook before installing SalesDesktop?A: Actually, you should use only one solution at a time.The reason is clear: The Connect for Outlook and SalesDesktop sync the same data between yourSalesforce.com account and your Outlook independently. This will cause duplicates in your Outlook.So, the best way would be to uninstall the Connect for Outlook first.Please also be aware that SalesDesktop v 3 or higher will not install if Salesforce Outlook Edition is installed inyour system.Note that after you uninstall the Connect for Outlook, all records that have been added to Salesforce.com such as contacts and tasks are still in your Outlook folders. So, if you install SalesDesktop rightafter uninstalling the Connect for Outlook, you will get duplicates for all your downloaded Salesforce.comrecords in your Outlook. We would propose the following order of actions, if you want to installSalesDesktop on your workstation with installed Connect for Outlook:1. Uninstall the Connect for Outlook2. Clean you Contacts, Tasks, Calendars folders from the records with Category equal<Salesforce.com> (this category is assigned to all downloaded Salesforce.com records)3. Install SalesDesktop4. Run SalesDesktop synchronizationCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 3 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comQ 4: How can I install SalesDesktop on Vista or Windows 7?A: Due to certain security-related limitations in Windows Vista, SalesDesktop can be installedonly for the current user. If SalesDesktop is intended to be used by several people on a singlecomputer, then, each of these users shall install SalesDesktop under his/her own Windows account.To install SalesDesktop, each user running the installation shall have administrative privileges orshall be able to enter the administrator’s password when requested by Windows Vista. When the UserAccount Control (UAC) is switched off, users without administrator’s rights cannot install applications.Uninstalling SalesDesktop by any person, who uses the computer, will disable SalesDesktop forall other users. If you need to uninstall SalesDesktop for a particular user, first uninstall SalesDesktopunder the desired user’s account, and then install SalesDesktop over the existing installation under anyother user’s account.Q 5: Why did SalesDesktop propose me to select an installation profile, and what should I selectfor it?A: On the first run, SalesDesktop will require you to select an Outlook profile, where Salesforce.com items will be downloaded and stored.In most cases it is your default profile, where your Mailbox or PST folders are located.Currently, SalesDesktop supports these types of folders (message stores):Personal Folders Files (PST)Exchange mailbox (Cached mode)Non-cached mailbox is no longer supported, since numerous errors and performance issues have beenreported. The main idea of Salesdesktop is to work locally with crm data with offline capabilities at greatspeed. The non-cached mode completely strikes out those advantages and creates a bad user experience.That is why we had to disable it from the list of supported message stores.Other types of message storages are not supported as well. Particularly, the IMAP folders and Archive folderscannot be used.When Outlook starts the first time after install, please, be patient for a few seconds and wait for theSalesDesktop installation process to continue.Q 6: Does SalesDesktop work on Exchange accounts?A: Yes, SalesDesktop works on Exchange accounts. But working on Exchange account leads tofollowing limitation:You can install SalesDesktop only on one PC with the same Mailbox.Currently it is not possible to install SalesDesktop on 2 PC’s and same Mailbox.If you need to install SalesDesktop on another machine, install it on a different Mailbox or a new PersonalFolders storage.In case you have attempted to install SalesDesktop on different machines but the same Mailbox and receivedan error, please contact support@invisiblecrm.com and we shall assist you with this.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 4 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comIf you are using an Exchange mailbox in the non-cached mode, please, consult with your Exchangeserver administrator to ensure that all the most recent updates and patches are applied to theExchange Server. Numerous errors have been reported when SalesDesktop was connected in the noncachedmode to Exchange Servers that were operated without all the latest patches and updates.If you experience problems with SalesDesktop when connected to the Exchange server in the noncachedmode, try switching to the cached mode.Note: It is highly recommended to use cached exchange mode for better performance and connectivity.Q 7: I could not login to my Salesforce.com account from my SalesDesktop. The system said my securitytoken was needed. How can I login?A: You have experienced a “known” issue, which is caused by the Winter ‘08 Salesforce securityenhancement that allows to set a list of trusted IP addresses, from which all users in your organizationcan log in.Due to this feature, when a user attempts to log in – either via the Web interface or Desktop client- such as SalesDesktop, SalesFolder, SalesAlerts, Connect for Outlook, Connect Offline or Apex DataLoader - Salesforce.com checks whether the user is logging in from a location, which he/she has notused to access it before.The situation described above has a direct impact on logging in to Salesforce.com from anyInvisibleCRM product.It seems that your Salesforce.com account has an active security policy, which allows connection to (orfrom) only trusted networks. So, you must use the security token in combination with your password tolog into the API or desktop clients.To login to Salesforce.com using InvisibleCRM products, all that you need is to:1. Exit the error message2. Login to the Salesforce.com application via the Web Interface3. Go to Setup Personal Setup My Personal Information ResetSecurity Token4. Check email for the new Security Token password5. Go to the InvisibleCRM product’s context menu Options General tab click Change6. Enter the “password + new security token password” in the Password field without any symbolsor spaces between the password and security token password symbols7. Click Login8. Click OKQ 8: During installation SalesDesktop asked me if I want to convert my personal contacts to “unsharedbusiness contacts” What does it actually mean? Fig. 1Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 5 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comA: SalesDesktop has a possibility to convert all of your Contacts, Events and Tasks automatically. This meansthat it will add a sharing bar and additional Salesforce fields to your existing records, so you could later “Sharethem with Salesforce” (upload them to Salesforce).This option is added for experienced users that actually are planning to upload their current Outlook records toSalesforce. In most cases you should select “No” for such prompt. Because manual convertation of records isalso available after installation. So you could decide later if you want to convert some or all of your records.Please see Question #4 and #26 under the “Configuration and Usage” section for more information on“Sharing” and “Convertation” of recordsCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 6 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com 2. Configuration and UsageQ 1: Do I have to click the SalesDesktop icon in the tray and login every time or can this be doneautomatically?A: To connect to your Salesforce account, SalesDesktop needs your Salesforce login andpassword.You can type your name and password every time before synchronization or you can type it only thefirst time and select the “Save Password” option to save your password. In this case, SalesDesktop willnot ask for it again. Fig. 1Q 2: Is there any way to view Salesforce accounts (leads, opportunities) within Outlook?A: SalesDesktop brings your CRM data into Outlook.SalesDesktop creates new folders for Accounts, Documents, Leads, Opportunities and Products anduses the existing Calendar, Contacts and Tasks to store Salesforce items in Outlook.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 7 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 2You can work with the downloaded Salesforce items as with any standard MS Outlook items:view them (through the forms or customized views)add new itemsmodify the existing itemsdeleteQ 3: I’ve installed SalesDesktop, but I have no SalesDesktop in my folder list. Why does this happen?A: To see all the added SalesDesktop folders, just switch to the Folders List mode:Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 8 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 3Q 4: How can I know which are my private Contacts (Tasks, Events) when all personal and Salesforce itemsare in the same folder?A: You can distinguish the “Shared with Salesforce items” from the “Not shared with Salesforceitems” in the Outlook views by their icons, which differ from each other.When you open the form, you can see the Shared with Salesforce bar.This bar shows you if the item is shared with Salesforce or not. Shared items have a bar like this: Not shared items have a bar like this:Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 9 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comYou can change the status of the item with just one click on this bar or you can add the “SalesforceShared” field to the view to share items without opening their forms.Caution: Stopping of sharing will lead to the deletion of the item from Salesforce, and at the nextsynchronization, you will be asked to confirm this deletion. Do not confirm it, if you do not want toremove the item from Salesforce. If you need to save your personal version of the item, then create acopy and mark it “Not to be shared with Salesforce.”Q 5: I do not want to share my every new Outlook item with Salesforce. How can I do this?A: SalesDesktop automatically shares every Account, Lead or Opportunity, which is created inOutlook. To share or not to share a new Contact, Task or Calendar Event automatically, you can set thecorresponding properties in the SalesDesktop options Advanced tab. Fig. 4Q 6: Is it possible to select the contacts list, which I want to synchronize? By default you select“Contacts” and it cannot be changed. Why is this the case?A: SalesDesktop is designed in such a way that users can only synchronize items in the subfolderswith names:AccountsCalendarCasesContactsDocumentsLeadsNotesOpportunitiesProductsTasksCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 10 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comAll these subfolders should be within the folder selected during the installation of SalesDesktop.Q 7: Can I delete the SalesDesktop folders, which I do not want to synchronize?A: It is not possible at the moment to delete unnecessary SalesDesktop folders from theSalesDesktop structure.If you have deleted one from the synchronized folders, SalesDesktop will show you an error messageand will try to restore the structure the next time you open Outlook with complete synchronizationfrom scratch (like your first synchronization).We are working on the creation of a function, which will enable users to hide their unnecessaryfolders. With the current version, you can just exclude such categories from the synchronization byusing the filter settings and let such folders to be presented at the Folders list.Clear the check box near the Salesforce.com category you do not want to download from theSalesforce.com into your Outlook. Fig. 5Q 8: Do you have any special signs for events to differentiate private items from those shared (ordisplayed) in the Calendar view?A: SalesDesktop does not have any special signs for events in the Calendar view.But you can easily use the standard Outlook Automatic formatting rules to differentiate your Sharedand Not shared events. Just use the <SalesForce Shared> field to specify your own rules.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 11 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 6Q 9: I would like to have the ability to synch attendees in my Calendar Events. How can this be done?A: Unfortunately, since the Salesforce API does not provide such possibility, we cannot add eventattendees to the synchronization scope. But we are keeping this in mind and will add such a possibilityas soon as the Salesforce API will allow it.Q 10: How do you apply categories to the items processed by SalesDesktop?A: SalesDesktop does not apply any categories to items Shared with Salesforce. It just uses aspecial field <Salesforce Shared> to keep the item’s status.Q 11: How do I associate an email message with ALL the recipients that it was sent to?A: You can link your mail to several Salesforce records by using the “Save Mail” button severaltimes.Q 12: During Synchronization, SalesDesktop says the estimated amount of records exceeds the limit. Whydid this happen and what should I do?Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 12 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 7A: During synchronization, SalesDesktop compares the number of the Salesforce recordsavailable for synchronization with the predefined limit or number of records as set by the filters.If the number of the available records exceeds this limit (5000 by default), SalesDesktop pops up theinformation dialog with a corresponding message.You can either change the current filters to reduce the number of the available records or confirmsynchronization for the currently available number of records.To change the current filters select the button “Stop for modifying filters.” Change filters and thenstart the synchronization again.To confirm synchronization for the currently available number of records select the button “Continuesynchronization.”If you confirm synchronization with the current filters, then SalesDesktop will automatically increasethe limit value to allow such number of records to pass through.Q 13: I’ve changed the SalesDesktop filters to remove the unnecessary records from my Outlook, but thenumber of records in Outlook has not reduced. Why?A: Changing the filters reduces the amount of displayed Salesforce records, which are alreadypresent in SalesDesktop, only when the check box “Remove local records not matching the filteringcriteria” is selected.Filters work in a single direction only: from Salesforce to SalesDesktop.This means that all changes made to any record in SalesDesktop regardless of the filter settings will beuploaded to Salesforce during the next synchronization session.The deletion of a record in Outlook leads to a corresponding deletion in Salesforce.We are currently working hard on a feature to let item remain unsynced in Salesforce while it isdeleted in Outlook.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 13 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 8Note: When this check box is clear, then after changing the filters, only the records, which do not match the filteringcriteria,will stay in Outlook. But the SalesDesktop filters work in a one-way direction only: from Salesforce.com toSalesDesktop.This means that all the changes made to any record in shared with Salesforce.com will be uploaded to Salesforce.comduring the next synchronization session, regardless of the filter settings. The deletion of such records in Outlook will leadto a corresponding deletion in Salesforce.Q 14: How can I see not only my items in Outlook?A: SalesDesktop provides you with flexible filter possibilities.A filter contains a set of rules applied to Salesforce categories of records. Every single rule consistsof record field, criteria and value to match. By default, these rules are set to allow access to onlyrecords owned by a particular user, and the user can change them the way he wants.Rule examples:To include your colleagues’ records into scope, change the Owner ID criteria from “equals” to“in” and select the required users from the list.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 14 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 9To limit your Customers by location, add Billing or Shipping Country or State/Province with equalcriteria and type the value you want.To select only the important Opportunities, set the rule for Amount, Stage or Close Date tocorrespond to your company’s values from Salesforce.Q 15: Can users see/modify/delete items, to which they do not have permissions on Salesforce?A: No, it is not possible. Such actions will be rejected by Salesforce during synchronization.But since Outlook does not support such actions, items changed in Outlook will remain changed inOutlook.Q 16: How can I close SalesDesktop? It does not have an <Exit> function in the menu.A: We do not support the “Exit” command in the context menu for the SalesDesktop icon in thesystem tray. SalesDesktop is a natural extension of the standard MS Outlook functionality, and suchclosing will be against the ‘Outlook rules’.Like many other add-ins, SalesDesktop can be closed by disabling the “SalesDesktop” add-in by usingthe “Com Add-Ins” form in MS Outlook.Q 17: SalesDesktop has indicated collisions. What should I do, and which direction will the collisions beresolved?A: Usually, a collision occurs when synchronization discovers that an item has been changed onboth your computer and Salesforce since the last sync session.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 15 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comSalesDesktop notifies you about such collisions with a pop-up balloon with an exclamation mark overits taskbar icon. Fig. 10To resolve the collision, you can pick the copy of the item you want to stay with. The other copy willbe replaced. Also, you can select those fields that you want to save in the result. You can resolve allcollisions the same way by using the buttons “SalesDesktop overwrites / Salesforce.com overwrites”at the top of the form. Alternatively, you can skip the collision and resolve it later by opening thecorresponding dialog window from the SalesDesktop context menu.Q 18: SalesDesktop shows me a “Confirm synchronization” window. Why does it appear?A: If synchronization has found some irreversible operations such as delete, then the “Confirmsynchronization” window appears. The synchronization then is paused and requires you to confirm suchoperations or revert them.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 16 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 11Q 19: A new item, which was added to Outlook, did not appear on Salesforce after synchronization. Whydid this happen?A: Items cannot be synchronized with Salesforce.com if all the necessary fields in MS Outlook arenot filled. In other words, this means to synchronize successfully, you need to fill in all the necessaryfields.You can find this and other items, where SalesDesktop can not successfully process the requiredoperations for one reason or the other at the Check Issues page of the SalesDesktop Control panel,which can be opened from the SalesDesktop taskbar menu.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 17 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 12Q 20: Is it possible to save mails automatically while sending/receiving them?A: SalesDesktop supports two ways of tracking mails: manual and automatic.Manual means you select the item to link to your mail by hands, while automatic means SalesDesktopwill connect your mail with a contact automatically.Mail will be saved automatically, if the “Save correspondence to the Salesforce” box is checked for theitem. Fig. 13Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 18 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comQ 21: Is there a possibility to automatically set the “Save correspondence to Salesforce” option for everynew Contact, Account or Lead?A: The current version of SalesDesktop does not provide such possibility.But it is possible to create a special custom version for your company that will have this functionality enabledautomatically for all new Contacts, Accounts and Leads. Please send us a request tosupport@invisiblecrm.com in case you are interested in such version.This option has been turned off for every new Contact or Lead in the standard version. You can manually turnit on for every item. Adding a “Track Conversation” field to the Contacts or Leads list view makes it easier tocontrol the status of this field.When this field is added to the view, you can change the status of the “Save Correspondence toSalesforce” field with just drag&drop.All you need:1. Add the “Save correspondence to Salesforce” field to the view. You can find this field as field“sf Track Conversation” field in the list “User-defined fields in folder”: Fig. 142. Group items by this field3. Drag&Drop the selected contacts into the target group (group with the required value in thisfield)Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 19 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 15You can also change the title of this field by using the Format Columns dialog: Fig. 16Q 22: Does SalesDesktop Outlook integration for Salesforce.com catch duplicates? For example, if a newrep, who joins a company and has contacts in Outlook that are already in our Salesforce. Will SalesDesktopcreate duplicates when he syncs his contacts?Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 20 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comA: SalesDesktop will allow duplicates, only if a user has private contacts, with the same names as newlydownloaded contacts from Salesforce. Usually this can happen during first synchronization with Salesforce, ifa user had a local copy of contacts, which are also accessible in Salesforce.However, SalesDesktop has an inbuilt deduplication logic, and will inform about duplicates, when a user triesto create a duplicate in his Outlook, or if a user is synchronizing duplicates from Salesforce to Outlook, or vice-versa. In that case a special menu will ask the user to select which records a correct, and the duplicated itemswill be removed.This logic if configurable and we can also provide you with a custom version that allows all kinds of duplicates,in case your organization needs it. Please send you inquiry to support@invisiblecrm.comQ 23: Do you support custom objects and custom fields?A: SalesDesktop supports customization as special solutions designed by our Support&DeploymentDepartment on customer request. The limitation here is that InvisibleCRM currently does not providesuch end-user tools. If you need specially customized SalesDesktop, please, discuss this with yourInvisibleCRM account manager or send a request to support@invisiblecrm.com and our representatives willgive you all necessary details.Q 24: What will SalesDesktop do with Salesforce contacts and activities (task and calendar items) if Iuninstall it?A: The uninstallation of SalesDesktop will remove all the Salesforce items from the storage,where SalesDesktop has been installed.It is highly recommended to synchronize all of your recent changes before SalesDesktopuninstallation.Q 25: How can one uninstall your company’s apps?A: To uninstall any of our apps:1. Open the Control Panel2. Select the Add/Remove programs (or Programs/Features)3. Select the application that you want to uninstall4. Press the Remove button and wait for the uninstallation to be finishedIf you are going to uninstall SalesDesktop, please, note that all Contacts, Events and Tasks sharedwith Salesforce will be deleted from their folders.In case you want to keep Salesforce Contacts, Calendar Events and Tasks, you need to stop sharing them (orconvert them to Outlook type) before SalesDesktop uninstallation .Note: Outlook must be closed during the uninstallation of SalesDesktop.Q 26: How can I convert a list of Outlook contacts to Salesforce and vice-versa? For example, after exportingcontacts selected at the show.A: Exported contacts usually are standard Outlook Contacts shown in standard Outlook form notextended SalesDesktop form. You can see this by standard Outlook icon for such contacts. Therefore,there is not possibility to change sharing with Salesforce status for them.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 21 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comTo convert Outlook contacts to SalesDesktop contacts, you should:a. Select the list of desired contactsb. Go to the Actions tab and select Convert to Salesforce (for OL 2003 and OL 2007): Fig. 17c. For Outlook 2010 use the “Convert to Salesforrce” button at the upper right part:Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 22 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 17.1To convert SalesDesktop contacts to standard Outlook contacts, simply use the “Convert to Outlook”option.Q 27: Why is the number of records calculated at the SalesDesktop Filters dialog differs from the numberof records downloaded into the Outlook folders from Salesforce?A: The reason for this is that SalesDesktop synchronizes items passed through the SalesDesktopfilters and their relations. For example, if a Salesforce Contact has passed through the filters,SalesDesktop downloads the Account, which it belongs to, into the Outlook during the samesynchronization session.And, it does not matter if this Salesforce Account has passed through thefilters itself or not. You can find the same relationship between an Account and its parent Account, anOpportunity and the Account it belongs to, a Case and the Contact it relates to, and so on.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 23 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 18Q 28: How to convert a LEAD into a CONTACT inside the Outlook using SalesDesktop?A: It’s not so simple because converting lead into contact may have very complicated logic onbackground at the most cases very customized. So to convert Lead into a Contact you are welcome toyour salesforce account.When you have selected or opened any record in your Outlook, it is very simple to open the same record inSalesforce by simply clicking on the red S button at the upper left part of OutlookQ 29: When I click the “Save email” button and pick an account from the list, nothing seems to happen. Howis it supposed to work?A: When you click Save Mail, the system does the following:- attaches the currently selected email to the selected CRM object;- email gets the red follow-up flag in Inbox;- creates a task (which you can see in the Tasks folder immediately) where:- the subject of the task is the email’s subject with the <Email:> prefix- the body of the task is the email’s body- the task is associated with the selected CRM object- the status of the task is <Completed>- synchronizes the task with Salesforce.com during the next sync, so, in this way, the email getsCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 24 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comattached to the Salesforce.com objectQ 30: In “SalesDesktop Control Panel” I receive a check issue “The record could not be synchronized becauseit’s currently opened in inspector” Fig. 19A: That normally happens if you have the object open when you run the synchronization. Just save and closethe record in Outlook, then run the synchronization again and the issue should clear.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 25 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com 3. TroubleshootingQ 1: It is not possible to install your products with an error “Installation package couldn’t be opened”.What is to be done in this case?A: The reason is an incomplete download of the products. Usually, this type of problems resultingpoor Internet connection or any other external influence.To solve the problem, it should be enough to download the installation file again, or ask oursupport team at support@invisiblecrm.com to resend you the installation package through email.Q 2: I have received an error “Data structure collision” upon SalesDesktop installation, what should I do?A: This means that you tried to install SalesDesktop on a Mailbox, which already has SalesDesktop foldersand objects from another installation on a different machine. You must always uninstall SalesDesktop fromone machine, before installing it to another one. (In case one and the same Mailbox is used on both machines)This error will require our technical assistance in order to clean the Mailbox structure. Please send yourrequest to support@invisiblecrm.com and we shall assist you via live meeting.Q 3: Why is synchronization with Salesforce so slow?A: There can be two possible reasons:1. This is the first SalesDesktop sync and it always takes more time because all yourSalesforce items should be processed. The next sync will process only the changes that haveoccurred after the first sync, so it will be much faster.2. You are trying to bring in too many records into your Outlook.Please, take a look at SalesDesktop Options Synchronization Filter section checkthe number of Salesforce records available for synchronization.We’d recommend you to set up your filters in such a way as to have no more than 5,000records.Q 4: After SalesDesktop first synchronization I got duplicates for all my business contacts. What is thereason for this, and how can this problem be solved?A: You can face such situation if you’ve stored your business contacts in both Salesforce and MSOutlook before the installation of SalesDesktop.SalesDesktop does the following actions:1. During installation, SalesDesktop marks all contacts, events and tasks in the Outlookstorage, where it has been installed as your personal (Not shared with Salesforce) items.2. The first SalesDesktop synchronization brings the items selected in Salesforce into theSalesDesktop installation Outlook folder according to the defined filters, and marks them asShared with Salesforce items.After these two actions, you can get two sets of data (or records) – those shared with Salesforce andthose not shared with Salesforce in the same folder.And, it is possible that you receive two copies of the same business unit – one Not Shared withCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 26 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comSalesforce and another downloaded from your Salesforce account and marked as Shared withSalesforce. You can easily distinguish the “Shared with Salesforce items” ( ) from the “Not sharedwith Salesforce items” ( ) by their different icons.For more visibility, you can group your contacts by <Salesforce shared> field, which you can find underthe “User-defined fields in folder” group.All you need to do to solve this problem is to move the Not shared with Salesforce items, if they haveduplicates on your Salesforce to any other Outlook folder.Q 5: After installing certain Microsoft Office security patches, Outlook starts to display dialog that reads:“A program is trying to access the e-mail addresses you have stored in Outlook. Do you want to allow this? Ifthis is unexpected, it may be a virus and you should choose ‘No’.” What is responsible for this, and how cansuch problems be resolved?A: This message will be displayed when any third-party COM Add-in (not only SalesDesktop, butany other applications such as Plaxo) is installed into Outlook, and the local security policy for thiscomputer and/or domain tells Outlook not to trust any installed COM Add-ins.Most probably, the following component has been installed on the Microsoft Exchange server, whichyour computer is connected to: Office 2003 Service Pack 3 Administrative Template (ADM), OPAs, andExplain Text Update (ORKSP3AT.EXE).To resolve the problem with constantly appearing messages, you can change the trust level forinstalled COM Add-ins, if you don’t have the administrative privileges or you are not a technicallyexperienced computer user, please, contact your system administrator for assistance.To change the trust level, please, follow the instructions below:1. Go to Start and choose the Run menu (or press [Windows logo]+[R] key combination)2. Type “gpedit.msc” and press the Enter key3. Go to: user_configurationAdministrative_TemplatesMicrosoft_office_Outlook 2003 Tools_OptionsSecurity4. Right-click on “Configure Add-Inn Trust level” and select “Properties” the from drop-downmenu5. On the new window, select “Not configured” and then click OKQ 6: I cannot see any activities under the Activities tab for Salesforce Contacts. What is responsible forthis?A: Such situation can be the result of not installing SalesDesktop at the default pst folder.Usually, when you open the Activities tab for an item, which is not in the default folder, Outlook showsthe following message: Fig. 1And, after that, you can see an empty Activities page:Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 27 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com Fig. 2This is a standard Outlook behaviour.All you need to is to follow the Outlook instruction and set up folders to be shown on the Activitiestab:1. Select the folder that you want to set up the Activities tab for2. Right-click on it3. Click Properties4. On the Activities tab, select the folders that should be shown at this tabThe only limitation from Outlook is that you can only select the folders from the same storage.Q 7: SalesDesktop has not been loaded with Outlook start. Why it could happen? How can I make itloaded?A: One of the known causes of this problem is connected with ActiveSync synchronization: Whenyou have ActiveSync installed, and ActiveSync runs Contacts synchronization while Outlook is closed:1. ActiveSync runs Outlook in a hidden mode2. After ActiveSync synchronization is finished, Outlook is still running as a process from itsmemory3. When Outlook is opened, it activates the process from its memory, but this process hasturned off the SalesDesktop add-inCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 28 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comTo fix the problem, you need to do the following:1. Make sure that there are no unsaved documents during your Outlook session2. Close Outlook3. Make sure that there are no Outlook processes in the program’s memory. If there are,terminate them4. Launch Outlook in the usual wayQ 8: Why are the birthday reminders in my Calendar being duplicated?A: This is happening because of the standard Outlook behaviour:As soon as you save changes at the Birthday Contact field Outlook creates a new yearly recurrencewith date equal the new contact’s Birthday date. There is no possibility to disable this feature. Let’ssummarize and say that such recurrent event is created by Outlook every time:- you add a new Contact with specified birthday date- you change a birthday date for contactYou can see this even without SalesDesktop installed.When Outlook created such event at the pc with SalesDesktop installed this event is created as <NotShared with salesforce>.From the all above we can find out the reason of duplicating such events:1. Every time you uninstall SalesDesktop it removes all shared with salesforce.com itemsat the special back-up folder. It leave all not shared items. This means that during SalesDesktopuninstallation it removes all shared Contacts but leaves all created for them birthday reminders.2. Next time you install Salesdesktop the first synchronization brings back all Contacts with theirbirthday dates. This means that Outlook again creates a birthday recurrence for every added contactwith specified birthday date and you receive the duplicates. Fig. 3Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 29 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comSome applications like Plaxo, for example, propose to delete such duplicates. If you use any ofthem you can use it to clean your Calendar from such duplicates. Fig. 4Q 9: SalesDesktop installation fails with the error message: “The feature you are trying to use is on anetwork resource that is unavailable.” Fig. 5Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 30 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.comA: It is a known issue from the Windows Installer. The work-around is to save the installationpackage under the path the Windows tries to find it.Q 10: I’m receiving an error message “REQUEST_LIMIT_EXCEEDED: TotalRequests Limit exceeded.” Whatcan I do to resolve this?A: This message comes from Salesforce itself. Some Salesforce licenses have a limit of connections during 24hours. So it seems you have reached that limit for current day by synchronizing to often or updating a largeamount of crm objects.All you need to do is wait for next day, and your limit should be reset.You can also contact your Salesforce administrator to increase or remove the limit of requests for your SFDClicense.Copyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 31 of 32
  • SalesDesktop for Salesforce113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com 4. OtherQ 1: Which Salesforce Editions does SalesDesktop support?A: SalesDesktop is compatible with Salesforce Editions that support WS API (Enterprise andUnlimited) and Professional Edition.Q 2: Does SalesDesktop interface with Salesforce Professional Edition without an API add-on?A: Yes, it does. Since InvisibleCRM is a certified Salesforce partner, Salesforce API works with oursolutions, even if user’s organization has the Professional Edition that is not API enabled.Q 3: Does SalesDesktop work for MAC?A: Unfortunately, we do not run our products directly on the Apple platform, although weknow of some cases, when our software has been used on Macs through solutions from Parallels(http://www.parallels.com/products/desktop/), which allows Windows application to work on Macs.Some cases of such application are possible, even within the Salesforce itself.Q 4: How do you manage the credentials (login and password) for Salesforce?A: We handle this over API, and thus, support all the securities, which can be supported bySalesforce itself.Q 5: Does SalesDesktop support Personal Accounts?A: Yes, Personal Accounts are supported in our Outlook integration.- They are exposed in Outlook as standalone objects- They are available offline, so, any changes will be synchronized with Salesforce.comIt is already included in the package, so, no extra fee or custom development is necessary.Q 6: How can I buy your product?A: Simply send your request to us at: sales@invisiblecrm.comCopyright ©. Avora Holding, Ltd. All rights reserved. This document represents proprietary research on the part of Avora Holding, Ltd.This information is provided under a strict non-disclosure agreement. Distribution and duplication are strictly forbidden.InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 32 of 32