22Microsoft 365

This chapter contains the following:

Your sales organization can use the integration between CX Sales and Microsoft 365 (formerly Office 365) to access sales application data from within Microsoft 365 and apps that use Microsoft Exchange. The integration includes an add-in that opens as a side-panel in Outlook. Here's how the sales organization benefits from the integration:

  • Salespeople can capture interactions with customers, including emails and meetings, into CX Sales. This allows the sales organization to remain informed on the latest status of customer engagements, communications, ongoing meetings, and meeting outcomes.

  • Salespeople can perform their sales-related work without having to leave Outlook, often their most frequently-used application.

  • Because the integration synchronizes sales data with Microsoft Exchange, salespeople can see their sales appointments on their native smartphone apps and other applications integrated with Microsoft Exchange.

Keep in mind the considerations discussed in this topic as you get started with the Oracle Microsoft 365 add-in.

Internet Explorer Prerequisites

If you use Microsoft Internet Explorer for online Microsoft 365, do these two things before you connect to the Microsoft 365 add-in:

  1. Turn off the compatibility setting: Display intranet sites in Compatibility View.

  2. Add sites as trusted sites.

This table summarizes the actions:

Prerequisite 1 for Internet Explorer: Turn off the compatibility setting Prerequisite 2 for Internet Explorer: Add sites as trusted sites

Turn off the setting, Display intranet sites in Compatibility View for the Oracle add-in to appear well in the side panel. Here's how you can turn it off:

  1. Open Settings in Internet Explorer.

  2. Go to the Compatibility View Settings.

  3. Deselect the check box, Display intranet sites in Compatibility View.

For the Oracle add-in to open in the side panel, add these sites as the Trusted Sites in your Internet Explorer browser. Navigate to Settings > Internet Options > Security > Trusted Sites > Sites and add these sites as trusted sites:

  1. https://*.office.com

  2. https://*.office365.com

  3. Add the host of the pod. (For example: https://something.oraclecloud.com)

First Time Sign In

Here's what to do when you open the Oracle add-in from Outlook for the first time:

  1. If you're using your own computer, select the This is a trusted computer check box.

  2. Click Connect

    The name on the side panel reflects the application name you entered in the Manage Microsoft 365 task. Here's what the side-panel looks like if you aren't using single-sign-on. The experience is a bit different if you do.

Oracle add-in showing the Connect dialog

You're prompted to sign in to CX Sales in a separate browser window. When you sign in, CX Sales links the Microsoft 365 and CX Sales users. From now on, you must be signed in as the same Microsoft 365 user to view the CX Sales user's information. The linking prevents you from signing in as another CX Sales user. You can uncouple the two accounts, however, by following the instructions in the topic Manage User Mappings.

Side Panel Components

Integrate your sales application and Microsoft 365 to access your cloud data, such as contacts and appointments, through the side panel. You can also manage synchronization settings for contacts and activities using the side panel.

You see the side panel when you open an email. The side panel displays relevant information about all the known and unknown contacts associated with the email.

Here are the three main regions of the side panel:

  • Records

  • Connections

  • Activities

Records

View the accounts, open opportunities, and open leads associated with the contact in the Records tab. Associate an email as an activity with any of the accounts, opportunities, and leads. Resources on the email are automatically added to the activity.

Note: If the contact you're viewing isn't the primary contact of a lead, the lead isn't displayed as a related record.

Connections

View a list of resources from your company who have interacted most with the contact. These connections are listed in the order of resources with most interactions to resources with least interactions. Interactions are a set of emails, appointments, and calls with the contact.

You can view interactions from the current month, back to the first email, appointment, or call logged against the contact. You can also select a specific month or year to view activity history for that point in time.

Activities

View the history of a contact's activities in the Activities tab. You can also create, edit, and delete activities, such as appointments and tasks using the side panel.

The activities created, edited, or deleted in the side panel are automatically updated in your sales application. However, if you import an activity to your sales application and synchronize it with Microsoft 365, the activity exists in Microsoft 365, even after you delete in your sales application. You must delete the activity in Microsoft 365 as well.

Search Using the Side Panel

You can select predefined saved searches from the side panel or create your own saved search in the sales application. When you select a saved search, the corresponding records matching the saved search are synchronized with Microsoft 365 when the next synchronization runs.

These are the predefined saved searches options for contacts and activities such as appointments and tasks.

Note: The fields exposed on these pre-defined saved searches can't be removed even if they're saved with a different name. If needed, you can modify their criteria.
Saved Search What Gets Searched

All Contacts

All contacts in your sales application.

My Business Contacts

All contacts belonging to all the accounts you own.

My Contacts

All contacts, of the type account, that you're an owner of.

My Favorite Contacts

All your favorite contacts.

My Open Activities

All appointments that are open and you're a resource for in your sales application.

What are dynamic choice lists?

Dynamic choice lists are the fields that show you several values to select from. You select the most relevant one for your task. Dynamic choice list fields display a search icon, indicating that you can search for a specific option. In the Microsoft 365 add-in, you can find dynamic choice lists for accounts, opportunities, leads, and contacts.

How Dynamic Choice Lists Show Options

Dynamic choice lists display options in four ways:

  • Auto-filling with default values

  • Showing inline suggestions, based on certain conditions, especially when Advanced Share mode is enabled

  • Showing a search list powered by Adaptive Search

  • Rendering a smart list when you haven't entered any search keywords

This table explains how the different dynamic choice lists display options in Advanced Share mode and in the create or edit mode.

Dynamic Choice List Advanced Share Flow Create or Edit Record Flow

Account

Auto-filling:

The add-in auto-fills an account name, based on the primary contact that's selected.

Inline suggestions:

When you click the field, it shows a list of primary accounts of the contacts on your email or meeting as inline suggestions.

The auto-filling, Adaptive Search, and smart list act the same way as described in the column, Advanced Share Flow.

The difference is, you don't get inline suggestions in this mode.

Primary Contact

Auto-filling:

The add-in auto-fills the name of the contact you selected in the home page, as your primary contact. If you have selected a resource or person not in sales application, the add-in auto-fills the name of first contact found on the email or meeting.

Inline suggestions:

When you click the field to change the auto-filled primary contact, the add-in shows inline suggestions.

No auto-filling

Inline suggestions:

When the account is selected: The add-in shows the list of contacts related to that account as inline suggestions.

When the account isn't selected: You don't get inline suggestions. Move on to search or smart list.

Activity Contact

Auto-filling:

The add-in auto-fills other contacts on the email and meeting.

No inline suggestions.

No auto-filling

No inline suggestions

Opportunity

No auto-filling

Based on the contact selected, inline suggestions appear when you click or tab into the Opportunity field.

Tip: If you're tabbing into the field using a keyboard, press the down arrow to see the inline suggestions. For email and appointment share, when you click or tab into the Opportunity field, the inline suggestions are based on the account selected, not the contact.

No auto-filling

Inline suggestions available if an account is selected.

Lead

No auto-filling

Based on the contact selected, inline suggestions appear when you click or tab into the Lead field.

Tip: If you're tabbing into the field using a keyboard, press the down arrow to see the inline suggestions. For email and appointment share, when you click or tab into the Lead field, the inline suggestions are based on the account selected, not the contact.

No auto-filling

Inline suggestions available if an account is selected

Note: Adaptive Search and smart lists are same for all these fields. See the other search-related topics in this chapter to learn more about them.

What's a smart list?

When you click the search icon in a dynamic choice list field in the Microsoft 365 add-in without entering any search criteria, the add-in retrieves a "smart list" of items using certain predefined parameters. Examples of these predefined parameters include recently created, updated, or visited records, based on user interactions in the sales applications.

Because smart lists are based on user context, they can help you quickly find the right items you're searching for. Smart lists are enabled on the dynamic choice lists in accounts, primary contact search, activity contact search, opportunities, and leads. Your administrator configures the additional details (attributes) that are displayed for each item in the smart list.

Note: Smart lists are based on interactions in the sales application, in the add-in, and in the mobile app.

How does adaptive search work in the Microsoft 365 add-in?

Adaptive search is a smart search capability built to work on dynamic choice lists as these choice lists usually contain too many options. The idea is to make it easy for you to search for an option. For Microsoft 365 add-in, Adaptive Search works on these dynamic choice lists: Accounts, Contact, Opportunity, and Lead. To begin the search, start typing few characters and click the search icon. Based on the setup your administrator did on certain fields within each of these objects, the add-in returns the search results for you.

Let's understand this with an example. Assume you're creating an appointment in the add-in, and you want to associate an opportunity with that appointment. Your sales application may contain hundreds of opportunities, and searching for one, especially if you have forgotten the name, can be challenging. If your administrator has enabled Adaptive Search and keyword search on opportunity attributes like Account, Contact, and Creation date, you can search for your opportunity by entering a value for any of these. For example, you remember that you created the opportunity in May; you can search with the keyword: 5/.

The search begins on the fly. You can see all the opportunities that contain 5 or 5/ in the name, creation date, or any attribute enabled for Adaptive Search. Simply select the opportunity and save the appointment you were creating.

Note: You must enter a few characters for the search to begin.

Create Contacts from the Side Panel

Add contacts to your sales application from your Microsoft 365 account and maintain a consolidated list of contacts to work more effectively. Use the side panel to identify which of your contacts, from an email, exist in your sales application and which you need to add.

Add Contacts to Your Sales Application

You must have an email open in Microsoft 365 Outlook to add a contact to your sales application. If your contact already exists in the sales application, the side panel displays the name of the contact. If the contact doesn't exist in the sales application, the Microsoft 365 home page prompts you to add the contact.

Here's how you can add a contact to your sales application:

  1. Open an email in Microsoft 365.

  2. Click Create Contact.

  3. In the Create Contact page, add details like first name, last name, or mobile number. The Email field already shows the sender's email. Change it, if needed.

    • The add-in tries to match the details of your existing Outlook contacts that aren't yet shared with the sales application. If there are any matches, the people icon on the top of the page shows the number of matching records. Click the icon to see if the contact you were trying to add is in the list. If yes, select that record and click the Copy Details button. The details are copied from Outlook.

    • If there are no matching records with Outlook contacts, fill in the required information about your new contact.

  4. Usually, the contacts you add are all business contacts. So, you may want to tie the contacts to the accounts they belong to.

  5. Fill in other details such as job title, affinity, and mobile or work phone.

  6. For the address fields, you can use the account address of the contact instead of typing in their personal address. To do so, select the Use Account Address check box beside the Country field.

  7. Save the contact. The full name of the contact you just added appears in the side panel, confirming that the contact is added to your sales application.

    Note: All the contacts you add appear in the Contact List view. If your contact list is too big, use the search option to look up a contact. When searching, enter first name of the contact and press Enter key on your keyboard, so that the add-in searches for the contact details in the server as well.

To edit or open the contact in your sales application, click the ellipsis icon on the home page and select the option you want.

Create Contacts Automatically

Your application can automatically create contacts who are part of a shared email sent to you or your sales team.

You have these options:

  • The application automatically creates the contacts

  • The application sends a notification and you follow the notification and create the contacts in the sales application

If your application has Oracle Data as a Service (Oracle DaaS) configured, then additional information from Oracle DaaS is used to augment the contact data.

Set Communication Preference of a Contact

Among your contacts, few people may not prefer to be called on phone, emailed, or get mails to their home or office address. You can indicate the communication preference as 'Do Not Call', 'Do Not Email', or 'Do Not Mail' from the Microsoft 365 add-in. If you have set do-not-contact preferences in sales application, the add-in indicates them in the Contacts list view.

Here are the steps to turn on these communication preferences from the add-in:

  1. Open Contacts from the Menu.

  2. For an existing contact, open their details in the Edit mode. For a new contact, set the preference when creating the contact.

    • Do Not Call is available on the contact number fields. Once you set this, the indicator reflects for all the contact numbers.

    • Do Not Email is available on the Email fields. Once you set this, the indicator reflects for all the email IDs of the contact.

    • Do Not Mail is available on the Address fields. Once you set this, the indicator reflects for all the addresses of the contact.

  3. Save the contact.

Synchronize Contacts

You continuously share email contacts from Microsoft 365 with your sales application, mediated by the Oracle add-in. When the add-in syncs contacts from Outlook, it uses the company name of the contact to find the CX Sales account for that contact. If the add-in finds a matching account, it associates the contact with that account.

Example of Familiarizing with Contacts Using Top Connections

If you're a new salesperson who just took over a sales account and want to learn more about that account from your colleagues, look at the Top Connections tab. Here, you can see the salespeople from your company who interacted the most with the contacts on your customer side. You can connect with such colleagues and learn more about that sales account and people on that account. Take a look at this example where Robin prepares himself before he starts communicating with his new customer, Smith.

Scenario

Robin Marlow is a salesperson in Penny Pack LLP. He spends a significant amount of time working on Outlook. Recently, he took over Service Sales in the North America region and is introduced to several new accounts that he's not familiar with.

Robin receives an email from Smith Wilson of First Software.

  • He looks through the top connections to see if anyone from his company has worked with Smith in the past and decides that Daniel Grayson is the ideal resource to contact.

  • He views Smith's upcoming activities through the side panel and finds that Smith has an appointment scheduled with Daniel.

  • He creates a task to call Daniel later in the day to learn more about Smith and the appointment scheduled for next week.

Robin's call with Daniel gives him details about Smith's interests and activities and Robin is now better informed about the contact before he interacts with him.

Add Objectives to Your Appointment, Call Report, or Tasks

From the Microsoft 365 add-in, you can add goals or objectives you want to achieve or have achieved from an appointment, call report, or task. With objectives laid out, you can stay focused on what you want to target and gain from these meetings or tasks.

Here's how you can add objectives to your appointments, call reports, or tasks:

  1. In the add-in, open an Appointment, Call Report, or Task for which you want to add objectives. Go to the Edit mode.

  2. In the Activity Objective section, use the + icon to add the objectives. The add-in shows default objectives. You can create custom objectives as well. To create custom objectives, enter your objective's name in the text field that has the watermark 'Create custom objective' and press the Create button.

  3. Next, opt the objectives and add them to the appointment, call report, or task.

  4. If an objective is already met, mark it as Complete.

  5. Save the appointment, call report, or task.

Example of Sharing Emails and Appointments with the Sales Application

Share emails and appointments that you send or receive from your Microsoft 365 account with your sales application.

You can share emails and appointments related to a specific account, opportunity, or lead with your team in your sales application to provide them with any relevant information or history related to the customer. Sharing emails and appointments associates the email or appointment as an activity with the relevant account, opportunity, or lead. You can also search for other accounts, opportunities, and leads that you have access to. Related known contacts or resources are added to the activity in your sales application.

Share Email

Let's say you're a sales person handling the North America region for laptop sales. You're in conversations with a customer on their requirement for your new range of laptops.

You have just received an email reply from the customer with some questions on pricing. You would like to associate this email with an existing opportunity in your sales application so that you can share it with your manager and other salespeople on your team.

Open the email to view the side panel. Click Share Email on the Related Records tab. On the Share Email page, search for and select the relevant opportunity, and click Save. You have now saved your email in your sales application as a task for the selected opportunity, making it available for your team to review. When salespeople open the opportunity, they can now view this email as an activity associated with the opportunity.

Share Appointments

To further discuss the customer's requirement, you decide to include them in an existing appointment that you have with your manager.

Open the appointment to view the side panel. Click Share Appointment on the Related Records tab. On the Share Appointment page, you search for and select the customer, and click Save. You have now saved your appointment in your sales application and shared the activity with the customer.

Note: If you don't find the Share button, contact your administrator. They can turn on a setup option that shows the Share button on the tab.

You can as well share an email or meeting request received from or being sent to an unknown contact from Microsoft 365 to your sales application. On the add-in, when you open the email or meeting, you can find the Share Item button. Click the button. The add-in takes you to Create Task page, wherein, you can create a task of Type 'email' or 'meeting' respectively and save.

Share the Appointment Received from an Email ID Held by Multiple Contacts

Assume you received a new appointment from a contact. You find that more than one existing contacts in your Sales Cloud uses the same Email ID from which you received the appointment. You can share that appointment with one or more of the contacts that share the same Email ID. Let's see the steps to share such an appointment with your contacts:

  1. Select the appointment you want to share with the sales application. The Microsoft 365 add-in home page shows a number on top of the contact photo. The number corresponds to the number of contacts sharing the same Email ID from which you received the appointment.

  2. You can edit the contact's Email ID if different. This way, you can get rid of email duplication.

  3. Click Share Item to share the appointment with the sales application. The Share page shows the list of contacts sharing the same Email ID. By default, you find that all the contacts are selected. You can deselect the contacts not relevant with the Email ID.

  4. Click Share. The add-in shares the appointment successfully with the Sales Cloud, updating all the contacts associated with the Email ID. You find that the appointment is now labeled as 'Shared with Oracle'. In the Oracle add-in, you can see the shared appointment under the Primary Contact only, though the appointment is shared with all the contacts that share the Email ID.

Example of Creating Activities in the Side Panel

Create activities, such as appointments and tasks, in the Microsoft 365 side panel.

Here is the key decision for this scenario:

Decisions to Consider In this Example

Should I create my sales application activity in Microsoft 365?

Yes, use the Microsoft 365 side panel to create an appointment that's automatically synchronized with your sales application.

Create an Appointment

  1. Open an email from the contact you want to schedule an appointment with.

  2. Click the Activities tab on the Microsoft 365 side panel.

  3. Click Create and select Appointment.

  4. On the Create Appointment page, enter all the details. Invite contacts and resources for the appointment.

  5. Select attachments that you want to include in the appointment.

    The attachment size for the file types .jpg, .png, .m4a, .mp3, .gif, .pict, .aac, .wav, and .tiff must not exceed 2 MB whereas the attachment size for the file types .ppt, .doc, .xls, .mov, .mp4, and .avi must not exceed 25 MB. The attachment size for any other file type must not exceed 10 MB.

  6. Click Submit.

    The appointment you just created appears on the Activities tab in the side panel and also in your sales application.

    When you change the owner of the activity and save your updates, then the application does not remove your sign-in information from the invited resources. The new owner must sign in to the application to remove you as the original owner from invited resources.

View Service Requests

Use the service request functionality to review and update service requests in the Microsoft 365 side panel, without explicitly going into your sales application. You can also link service requests to emails to send to or receive from your customers.

Service requests are available here:

  • Related records in the side panel

  • Related items in the Accounts and Contacts tabs.

Click on an applicable service request to see its details.

Sync Records with the Sales Application

Save time by using the synchronization feature. Sync your Microsoft 365 and sales application data by running the sync engine.

The sync engine comprises these regions:

  • Enable sync

  • Contact sync settings

  • Activities sync settings

  • Sync summary and errors

Enable Sync

You can enable or disable the sync engine. If you enable the sync engine, then the application runs the synchronization process at scheduled intervals. If you disable the sync engine, then the records aren't automatically synced between Microsoft 365 and your sales application.

Contacts Sync Settings

Use this region to set the parameters for syncing contacts. You can select the list of contacts that are synced. Additionally, you can select the conflict resolution rule.

Resolution Option Description

Cloud version wins

The contacts in your sales application overwrite the contacts in your Microsoft 365 account.

Outlook version wins

The contacts in your Microsoft 365 account overwrite the contacts in your sales application.

You decide

You select the way you want to resolve the conflict if there's a conflict.

Activities Sync Settings

Use this region to set the parameters for syncing appointments and tasks. You can select the list of appointments and tasks that are synced. Additionally, you can select the conflict resolution rule.

Resolution Option Description

Cloud version wins

The appointments and tasks in your sales application overwrite the appointments and tasks in your Microsoft 365 account.

Outlook version wins

The appointments and tasks in your Microsoft 365 account overwrite the appointments and tasks in your sales application.

You decide

You select the way you want to resolve the conflict if there's a conflict.

Summary of Sync Errors

Here you can see the sync summary and list of errors when sync fails.

The summary is segregated into three regions:

  • Last sync: This region displays information of the latest sync.

  • Outlook: This region displays the number of appointments, tasks, and contacts synced to your Outlook account.

  • CX Sales: This region displays the appointments, tasks, and contacts synced to your sales application account.

Note: The synced records can either be new records added to your account or existing records updated with new information.

The error region displays the appointments, tasks and contacts that weren't synced, along with the nature of the error. From here you can go to the individual records and fix the errors. You also have the option to display only the resolvable errors. You can't update those records whose errors you can't resolve.

Fix Resolvable Sync Errors

When contacts, appointments, and tasks from Microsoft 365 are synced to the sales application, you may get errors due to invalid or missing information in them. Most of the errors due to deficient information are resolvable just by correcting or updating that information.

Here's how you can fix such errors:

  1. Go to Synchronization.

    Note: The Resolve Errors button only appears on the Synchronization page if the errors are resolvable.
  2. Click Resolve Errors. In the Errors list page, you can see the resolvable errors with an Edit icon.

  3. Click the Edit icon to go to the respective Contacts, Appointments, or Tasks page that has the errors.

  4. Fix the errors and click Save. After save, the Microsoft 365 add-in directly saves the records to the sales application, and takes you back to the Errors list page to resolve pending errors.

Sync Emails with the Sales Application

To make your work more efficient, use the Microsoft 365 add-in that automatically syncs emails originating from a sales application contact.

Here are the options:

  • Select a group of contacts for auto-sharing. All emails that you send to this group or receive from this group are automatically synced.

  • Select individual contact for auto-sharing. All emails sent to these contacts or received from these contacts are automatically synced.

  • Select individual to exclude from auto-sharing. All emails sent to these contacts or received from these contacts aren't synced. Even if these contacts are part of a group that are tagged for sync, they aren't synced.

See Opportunity Quotes and Download the Proposal

From the Microsoft 365 add-in, you can see quotes for your opportunities. If a proposal was generated for a quote in the sales application, you can download it from the add-in. Here are the steps to view quotes and download the proposal associated with a quote:

  1. Open an opportunity and go to the Quotes and Orders tab.

  2. You can see the details, such as Quote name, status, amount, and version.

  3. If a quote has a proposal generated in your sales application, you can find the link to the proposal. Click the link to download the proposal. Proposal is downloaded as a PDF file.

  4. To view the corresponding record of this quote in your sales application, select the 'Open in CX Sales' option from the menu (ellipsis icon ...).

FAQs for Microsoft 365

Why did my Outlook contact fail to sync with the sales application?

When syncing an Outlook contact with the sales application, the address of the contact is copied from Outlook to the respective address fields in the sales application. During this sync, if any of the mandatory address fields don't get corresponding data from Outlook, the sync fails. You can fix these type of sync failures from the add-in. See the related topics for more information.

Can I open sales application records from the Microsoft 365 add-in?

Yes. From the add-in, you can open sales application records of contacts, appointments, tasks, call reports, and custom pages. To do so, open the menu (ellipsis icon ...) from their detail page and use the 'Open in CX Sales' option. The corresponding record shared with your sales application opens in your default browser page.

What happens when I share an Microsoft 365 email with my sales application?

The shared email is associated as a task with the relevant account, opportunity, or lead. Related known contacts or resources are added to the task on your sales application.

How can I share an email with my sales application?

Use the Share Item feature to share your email with the sales application. Here are the steps to do so:

  1. Select an email you want to share.

  2. Click Share Item under the Records tab of the add-in.

  3. Select the appropriate accounts, contacts, and sales leads.

  4. Click Share.

The application shares your email with the selected parties. Notice that Microsoft 365 has categorized your email as Shared with Oracle. All information in the email is saved as an activity of the type email. Go to the Activities tab and select this activity to see the details. The shared email's content is copied as plain text into the Description field. You can find the original format of the email as an attachment in the Attachments section. You can download the email body from the Attachments section.

You can similarly share appointments that you compose in Microsoft 365.

How can I send a call report as an email?

Open a call report in its detail view. Within the menu (ellipsis icon ...) use the option Send as Email. Outlook opens a draft email that has link to the call report, some default content, reference to the meeting, and attendees of the meeting. The To field shows email IDs of contacts and assignees of the call report. You can change the content, add more people as recipients, or copy people to the email. Send out the email when ready.

Can I share my Microsoft 365 email attachments with my sales application?

Yes, you can. Click Share email in the Related Records tab. From the list of contacts, accounts, and attachments associated with the email, select the attachments you want to share, and click Save. Attachments must not exceed 25 MB.

What's the allowed attachment file type and size for sharing emails?

Here's the attachment size limit for sharing emails:

  • Images (JPEG, GIF, PICT, PNG, TIFF): 2 MB

  • MS documents (PPT, DOC, EXCEL): 25 MB

  • Video (QT, MP4, .XMS): 25 MB

  • Audio (M4A, MPEG3, AAC, .WAV): 2 MB

For uploading files from objects such as Accounts, Opportunity:

  • Default: 10 MB

  • Upload contact image: 2MB

Note: If you have a locally-installed Outlook application and the Edge browser on Windows computers, you can't use Microsoft 365 add-in to download the attachments that have been uploaded to the sales records. Alternatively, you can download them from the sales application.

Why doesn't the category of my email show the sales application after I share it?

The category is added to your email only after Outlook updates the inbox. To categorize instantly, click Send/Receive on the Microsoft 365 ribbon. Click Update Folder and select the email.

What happens if I create or update records in the side panel?

When you create contacts, tasks, or appointments using the side panel, the records are automatically synced with the sales application, and the application creates the corresponding records both in the Microsoft 365 add-in and in the sales application. This action isn't dependent on the sync settings.

When you or another user updates a contact in the side panel, the application automatically updates it in Microsoft 365 as well. Similar is the case when you update appointments and tasks. But, when another user, not the owner, updates an appointment or task, then the sync engine deleted the linked appointment or task in Microsoft 365.

Note that when you delete any of these records, the corresponding records aren't automatically deleted in the sales application. The sync engine deletes the records when the next sync process runs.

Why can't I open the sales application records from the Microsoft 365 side panel?

You can't open the records because the profile option FND_CLASSIC_INTERFACE is enabled. Disable this profile option to view your sales application records from the Microsoft 365 side panel.

Why aren't my sales application user preferences visible in the Microsoft 365 side panel?

Any change that you make to user preferences in your sales application is reflected in the side panel only after you sign out of the add-in, restart Outlook, and sign in again.

Why are the saved searches for the appointments read-only?

Your administrator could have turned on one-way sync on appointments, which means, your meetings are synced from Outlook to the sales application but not the other way around. With one-way sync on:

  • Changes to the meetings in sales application don't reflect in Outlook.

  • Meetings that exist only in the sales application aren't synced to Outlook.

  • You can't use saved searches for appointments.

  • Because changes don't cascade from the sales application to Outlook, your invitees can't receive any notifications on any updates you make to the meetings saved in your sales application.

  • The errors you resolved in the Appointment records, from the Resolve Sync Error page, reflect in the sales application only. Generally, the sales application won't update or create any appointments in Outlook.

Why didn't the invitees within my organization get notification when I updated a meeting I created?

While creating a meeting, ensure that you select the category as 'MS allows invitee record update'. So that, whenever you update the meeting after it's shared with the sales application, your invitees will receive notifications about the update.

Will my internal and external invitees be notified when I update a meeting shared with my sales application?

Yes. If you have shared your appointment with the sales application, your internal and external invitees will receive notification when you make updates.

Can I share a meeting I received from an external contact with the sales application?

Yes. If you're a resource in the sales application and an active user of the Microsoft 365 add-in, the appointment created by an external contact showing up in your Outlook is shared with the sales application. If the external contact updates the meeting, the updates are also shared automatically with the sales application.

Why can't I share a meeting created by an internal contact with the sales application?

Meetings created by a resource who's not an active user of the Microsoft 365 add-in can't be shared by invitees with the sales application.

Why can't I find the option I am looking for, even though I am using Adaptive Search?

Remember that Adaptive Search works based on the configurations your administrator decided for you. Here are the possible reasons why you can't find an option:

  1. If your administrator didn't mark a field as searchable, Adaptive Search doesn't look for the values of that field. Let's see an example. Assume your administrator didn't configure the Job Title as a searchable field in the Primary Contact object. When you search for a primary contact by their job title, you can't find that contact.

  2. You can't search by the fields that aren't supported by Adaptive Search. For example, you can't search a Primary Contact based on favorites, because, the Favorite check box can't be enabled for the Adaptive Search.

In the search results page, I can't see the attributes that were there earlier. What should I do to see them again?

Contact your administrator to enable Adaptive Search on those attributes, so that you can see them again in the search results.

Why do some records in the smart list don't seem to match my search criteria?

The Microsoft 365 add-in generates a smart list by searching against multiple attributes of a record, not just the name. If any of the attributes within the records contain your search criteria, they also show up in the smart list. On the face of it, it may appear to you that the record that doesn't contain your search text also showed up on the list. But, that's not true. To see the matched text in the records, hover over the information icon on the right side of the records in the smart list. An information box appears showing the matched text in bold. With this, you get an idea of the attribute that caused the record to appear on the smart list.