Manage User Mappings

User mappings are critical for a user to sign in to the Outlook add-in. User mappings are combination of a user's Microsoft email ID and the Sales application user ID. If either of these change, users can experience sign-in issues.

To avoid conflicts, you can update user mappings whenever you're informed about a change in either the Microsoft email ID or the Sales application user ID of a user.

Similarly, if a user is no longer active, you can remove the mapping.

Here's how you can review and update user mappings:

• Open the Microsoft 365 Monitor from the Manage Microsoft 365 page (see Steps to Change and Monitor Sync Activity and View and Manage Users). You see a list of user mappings. Using the relevant options available, you can update or delete the user mappings shown in the list:
  • Update User Credentials: Use this option to correct or update the Microsoft email ID or User ID in Sales, for example, if the user's name changes. To update the value, select the user mapping and select the Update User Credentials option from the Actions menu. Make your changes and save.
    Note: Don't use this action to change the mapping of a Sales user to a different email account. Instead, delete the user and then ask the user to sign in again using the new email account.

  • Remove User Permanently: When a user leaves your organization, their Microsoft email ID is obsoleted. To delete the mapping, select the user mapping and select the Remove User Permanently option from the Actions menu.

    Note that only the user mapping between the Sales application user ID and Microsoft email ID is deleted. The user ID in Sales continues to be active. The next time a new user uses the sales application user ID, their Microsoft email ID is automatically mapped to this sales application user ID.