1. Implementation Reference
  2. Turn Off the Synchronization Process

Turn Off the Synchronization Process

When you don't want a continuous synchronization between Sales and Microsoft 365, or when you want to avoid unnecessary sync failures, you can disable (turn off) the synchronization.

Here's how to disable the sync process:

  1. In the Setup and Maintenance work area, use:

    • Offering: Sales

    • Functional Area: Integrations

    • Task: Manage Microsoft 365

  2. Scroll to Synchronization Settings. Under the settings are three sections: Contacts, Appointments, and Tasks. Each section shows an Enable Sync check box and other check boxes within the region, to specifically stop creation or deletion of records.

  3. Let's see each option in detail:

    • Enable Sync: Use this check box to stop the to and from synchronization between the sales application and Outlook. For example, deselecting the Sync Enabled check box, which is in the Appointments section, stops syncing meetings or appointments.

    • Enable Bidirectional Sync: This setting is available only for appointments. With this setting selected, appointments are synced between CX Sales and Outlook. If you deselect it, the sync engine syncs appointments from Outlook to CX Sales only and not from CX Sales to Outlook. To learn more, see the One-Way Synchronization for Appointments topic.

    • Allow Sync to Create CX Contacts, Appointments, or Tasks: These are separate settings under each sync category that let you prevent the sync process from creating records in sales application, even if there are new records added in the Outlook. Similarly, it stops creating records in Outlook, if the users have added new records in the sales application. For example, deselecting the Allow Sync to Create CX Tasks check box under the Tasks section stops sharing newly created records between Outlook and the sales application.

    • Allow Sync to Delete CX Contacts, Appointment, or Tasks: These are separate settings under each sync category that let you prevent the sync process from removing records in Outlook, even when a user deletes the corresponding record in the sales application. Similarly, the process stops deleting records in the sales application when user deletes the corresponding ones in Outlook. For example, deselecting the Allow Sync to Delete Contacts check box under the Contacts section stops deleting corresponding records of contacts in the sales application as well as in Outlook.