Transcription

LinkPoint ConnectUser GuideDesktop Edition7.3 ReleaseCopyright LinkPoint360. All Rights Reserved. 1 732.212.8401 --- www.linkpoint360.com

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationTable of ContentsOVERVIEW . 4About LinkPoint Connect . 4A Note about Upgrades . 4A Note about Configuration . 4SET UP . 5Install LinkPoint Connect . 5Configure LinkPoint Connect . 8RECORD EMAILS . 12Record an Email to Salesforce . 12Record an Attachment to Salesforce . 18Create a Follow Up in Salesforce . 20Edit Recorded Emails . 22Use Salesforce Email Templates in Outlook . 25TRACK EMAILS . 28Track Email Opens . 28Configure LinkPoint Tracker . 31VIEW DATA . 34Display the Side Panel . 34View Salesforce Data in Outlook . 36Configure Display and Search Settings . 39CREATE AND EDIT RECORDS . 44Create Records with LinkPoint Connections . 44Drag and Drop to Create Salesforce Records . 48Drag and Drop to Update Salesforce Records . 51Create Salesforce Records with SnapForms . 54Edit Salesforce Records with SnapForms . 56Work with Short Forms . 57Create Outlook Records . 627.3 ReleasePage 2Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationBOOK MEETINGS . 66Set Up LinkPoint TimeScout . 66Manage TimeScout Meeting Types. 72Update TimeScout Account Settings. 79Share TimeScout Booking Links . 83Book a Meeting via LinkPoint TimeScout . 86SYNC CALENDAR EVENTS . 91Choose a Calendar Sync Mode . 91Record Events with SnapRecord . 92Establish Calendar Auto Sync Settings . 96Relate Calendar Events to Salesforce with Auto Sync . 102SYNC CONTACTS .105Choose a Contact Sync Mode. 105Establish Contact Auto Sync Settings . 106Sync Contacts with Different Filters . 111SYNC TASKS .114Choose a Task Sync Mode . 114Record Tasks with SnapRecord . 115Establish Task Auto Sync Settings . 118Relate Tasks to Salesforce with Auto Sync . 124SET SYNC OPTIONS .126Configure and Run a Manual Sync . 126Rebuild Sync History . 132CONFIGURE LINKPOINT CONNECT .135Edit Preferences . 135Configure Web Proxy . 138Configure Updates . 141Activate Sandbox Mode . 143Configure a Salesforce Partner Community Account . 145Create LinkPoint Connect Usage Reports in Salesforce . 1467.3 ReleasePage 3Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationOverviewAbout LinkPoint ConnectLinkPoint Connect streamlines data entry and access to Salesforce by enabling users to instantly view data in Outlook.Users can record inbound and outbound emails to Salesforce with just a few clicks. Users can also create new accounts,contacts, and leads from an email signature with drag and drop functionality. SnapForms provide access to create orupdate Salesforce records based on the user’s Salesforce permissions and setup. LinkPoint Connect includes options forone-click, auto, and manual sync for calendar events, contacts, and tasks. Robust configuration options let users controlhow data is recorded, viewed, updated, and synced.A Note about UpgradesProducts and services provided by LinkPoint360 are automatically updated by default. Individual users may, in mostcases, change update preferences in LinkPoint Assist. Some organizations may request that upgrades be disabled bydefault and then manually released at the discretion of internal IT teams. If new features or functionality are listed butdo not appear in a customer’s instance of LinkPoint Connect, please contact an internal IT team member or Salesforceadmin for more information.A Note about ConfigurationDepending on how an organization has configured LinkPoint Connect to mirror existing business processes, users maynot have all of the options described throughout this user guide. By default, each user will have access to the objects,records, and fields that they have access to in Salesforce. Users can configure view, create, update, and sync settings tochange how the Side Panel and related windows operate in Outlook. Customers can also request configuration changesthrough LinkPoint360 Professional Services, which may alter the available options. Please contact an internal IT teammember or Salesforce admin for more information.7.3 ReleasePage 4Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationSet UpInstall LinkPoint ConnectLinkPoint Connect is a PC-installed application that allows users to work with and create Salesforce data directly indesktop instances of Outlook. To get started, users must download the LinkPoint Connect Installer, which is accessiblevia the Salesforce AppExchange, the LinkPoint360 website, or a direct link provided by a LinkPoint360 AccountExecutive. All methods provide access to the same Installer for free trial and licensed users.1Select the link for the LinkPoint Connect Installer provided in the welcome email or enter the URL provided byLinkPoint360 in the browser address bar, and press Enter.2Save the file named LinkPointConnectSF.exe to the computer, and open it to launch the Installer.3Click Next in the LinkPoint Connect for Salesforce – InstallShield Wizard to start the installation process.7.3 ReleasePage 5Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration456Select the I accept the terms in the license agreement option, and click the Next button.Confirm that Outlook is closed, and click the Next button.Select the installation preferences in the Custom Setup screen. By default, the Installer will place LinkPointConnect on the system hard drive. Click Next to continue.7.3 ReleasePage 6Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration7Review the Current Settings. Click Back to make changes, or click Install to start the installation.Tip: LinkPoint Connect relies on a common Microsoft technology called .NET Framework 4.52 Client Profilewhich comes pre-loaded on Windows 7 and above. If the computer does not already have this installed, it willautomatically be downloaded as part of the LinkPoint Connect installation process.8Select the Launch the program checkbox, and click the Finish button to exit the Installer.7.3 ReleasePage 7Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationConfigure LinkPoint ConnectLinkPoint Connect is a PC-installed application that allows users to work with and create Salesforce data directly indesktop instances of Outlook. To use LinkPoint Connect beyond the initial free trial period, users must enter a uniqueLicense Key. All instances of LinkPoint Connect require the user to connect to a Salesforce account.1Launch the LinkPoint Assist window.Tip: Users may automatically arrive in LinkPoint Assist by selecting the option to Launch the program whenfinishing the Installer. Users can also access these settings by clicking the LinkPoint Assist icon in the systemtray with the right mouse button and then selecting Configure LinkPoint Connect.7.3 ReleasePage 8Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration2Enter the required information for the First Name, Last Name, and Email Address fields.Tip: The license information entered should match the user’s login information for Salesforce. If differentinformation is entered, the fields will be overwritten and locked once the user connects to Salesforce.3Enter the License Key provided in the welcome email or by LinkPoint360 staff, and click Verify License.Tip: In some cases, the License Key may be prepopulated based on the company’s configuration. If users areinstalling LinkPoint Connect as part of the free trial, the License Key will be Evaluation.Warning: Customers will need to follow the steps to update the License Key from Evaluation to the uniqueLicense Key provided after purchase.7.3 ReleasePage 9Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationTip: If the License Key reverts back to Evaluation, a firewall may be blocking access to the LinkPoint Connectserver or there may be an issue with the proxy settings. Please contact an internal IT team member forassistance.4Select Salesforce from the Connectors list in the LinkPoint Assist window, and select Connect Now.5Enter the user’s Salesforce Username and Password, and click the Log In button.Tip: First-time users may need to click Allow to enable LinkPoint Connect to access the Salesforce account.7.3 ReleasePage 10Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration6LinkPoint Connect will test the connection to Salesforce. This may take a few moments. Click OK once the TestConnection window displays the Connection succeeded message.7.3 ReleasePage 11Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationRecord EmailsRecord an Email to SalesforceRecord emails to Salesforce directly from the Side Panel in Outlook. The process is the same for inbound and outboundemails.Additional Resources: Users can adjust the display and search settings in the Side Panel. Refer to the EditPreferences section of this User Guide for more information.Warning: Large emails with more than 32,000 characters in the body will record to Salesforce. However, theadditional text will not be recorded because Salesforce limits the “Comments” field for tasks to 32,000characters.Tip: Organizations with the Salesforce Enhanced Email Object can record emails to this object rather than ascompleted Tasks in the record Activity History. This feature is off by default and can be enabled on request byLinkPoint360 Professional Services.1Select or compose an email. Note that the Side Panel returns Search Results based on the sender and/orrecipient email address(es) and the related Salesforce records.7.3 ReleasePage 12Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration2Select the option to Accept This/These Suggestions in the Relate to Salesforce section to record the email toall of the listed suggested records.Tip: LinkPoint Connect automatically suggests contacts and/or leads in Salesforce if they are included in the To,From, Cc, or Bcc fields of the email. If there are no matching contacts or leads in Salesforce, the Relate toSalesforce section will not display any suggestions.3Select the Relate to Salesforce checkbox next to records in the Search Results to record the email to theselected record.Warning: Salesforce does not allow users to take action on contacts and leads at the same time. Try selectingonly contacts or only leads and record the email.7.3 ReleasePage 13Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration4Enter text in the Search field, and press Enter or click the Search icon to search for additional records.Tip: The Side Panel Search Bar will retain the last 10 terms entered for faster search access. Users can click thev icon in the Search Bar to select a previous search term. On most versions of Outlook, users can also call up thesearch history list by clicking within the Search Bar and then using the ctrl and down arrow keys on thekeyboard simultaneously.7.3 ReleasePage 14Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration5Deselect the Relate to Salesforce checkbox to disassociate the email from a selected record. Unchecking all ofthe selections will remove the email from Salesforce.Tip: An Outlook Category of CRM will be assigned automatically to the email after it has been recorded toSalesforce, providing a visual indicator of recorded emails in Outlook.Tip: Some SnapShots in the Side Panel may not include a checkbox to relate the item to a Salesforce record.The option to Relate to Salesforce only appears when working with a supported Outlook item (i.e. email,calendar event, or task). The checkbox will not appear if the record does not include Activity History inSalesforce.Additional Resources: SnapShots provide an overview of Salesforce records in the Side Panel. Refer to theView Salesforce Data in Outlook section of this User Guide for more information.Tip: To view the recorded email, click the Open Record icon in the Related to Salesforce header. This will openthe email as a completed task in Salesforce in a web browser.7.3 ReleasePage 15Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationTip: Recorded emails will include an indicator icon in the Subject Line in the Activity History in Salesforce. The (inbound) and (outbound) indicators are automatically applied as part of the recording process andshow whether an item was sent or received.6Change the Primary Contact for the recorded email if selecting multiple Contact records in the Side Panel. Notethat the first Contact selected is automatically designated as the Primary Contact and is indicated with a solidorange star icon. Click the outline star for another selected Contacts in the Related to Salesforce list to changethe Primary Contact.Tip: Primary Contact selection is only supported for Salesforce orgs where the option to “Allow Users to RelateMultiple Contacts to Tasks and Events” is enabled. Primary Contact designation allows users to choose the bestContact to align a recorded item with in Salesforce when the item is related to multiple records. This enhancesreporting metrics and ensures that data is allocated with accuracy for orgs with the “relate multiple contacts”setting enabled. Follow up Tasks and Events created from recorded emails automatically associate to theselected Primary Contact.7Send the email to record it to the selected Salesforce records. Inbound emails will be recorded in real timewhen Relate to Salesforce selections are made.7.3 ReleasePage 16Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationTip: Users can record emails as attachments in Salesforce, rather than as completed Tasks in the record ActivityHistory. This option is disabled by default.Users can enable the option to “Show the current Outlook email as an attachment that can be recorded”within the Advanced Preferences section of the Preferences Pane. Users can select the email within theAttachment section of the Side Panel to record it as an Attachment to the selected records in the Related toSalesforce list. Note that if the HTML and Plain Text versions of the email exceed the size limits in place withinSalesforce, LinkPoint Connect will record the email as truncated Plain Text only. If only the HTML versionexceeds the size limit in Salesforce, the message content will be recorded as Plain Text only.Tip: Users can configure settings within the Advanced Preferences section of the Preferences Pane to forceoutbound emails to inherit the related to selections of previously recorded inbound emails. Separate settingsare available for forwarded emails and for replies. The settings are labeled as “Remove related referenceswhen I ‘forward’ an email?” and “Remove related references when I ‘reply’ to an email?”. These options areenabled by default. Users can change the inherited related to selections prior to sending and recording theemail to Salesforce.7.3 ReleasePage 17Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationRecord an Attachment to SalesforceRecord attachments on inbound or outbound emails to Salesforce using the Side Panel. Attachments are saved to eitherthe Notes & Attachments or Files object in Salesforce as a single item and related to multiple records, depending on theuser’s Salesforce configuration.Additional Resources: Users can preconfigure default behavior for recording Attachments in the PreferencesPane. Refer to the Edit Preferences section of this User Guide for more information.1Select or compose an email containing at least one attachment. Note that the Side Panel includes Attachmentsin the Search Results. Click the Expand icon to view the list of attachments on the email.2Select the record(s) to relate the email to in Salesforce. Then click the Attachments checkbox for theattachment.Tip: Users must select at least one record to relate the email to in Salesforce before the attachment can berecorded.7.3 ReleasePage 18Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration3Note that the attachment is listed in the Related to Salesforce section. The file will be uploaded to Salesforceand related to all of the listed records when the email is recorded. Attachments on inbound emails arerecorded in real time when Relate to Salesforce selections are made. Attachments on outbound emails arerecorded when the email is sent.4Deselect the Related to Salesforce checkbox to remove the attachment from Salesforce.Tip: Users can record files from anywhere on the desktop to a single Salesforce record. Click on the file andhold the left mouse button down. Drag the item to any paperclip icon in the Side Panel and release the leftmouse button. The attachment will be recorded to the selected Salesforce record.7.3 ReleasePage 19Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationCreate a Follow Up in SalesforceCreate a follow up as a task or event in Salesforce from Outlook. This helps users plan next steps while interacting withpeople via email. The process is the same for inbound and outbound emails. Enable calendar and/or task sync to movefollow up items from Salesforce to Outlook.Additional Resources: Refer to the Establish Calendar Auto Sync Settings and Establish Task Auto SyncSettings sections of this User Guide for more information.1Select or compose an email, and select the record(s) to relate the item to in Salesforce. At least one recordmust be selected to create a related follow up.2Click the Follow Up icon in the Related to Salesforce section in the Side Panel. Note the icon color is a dullorange indicating that a follow up has not been created yet.Additional Resources: The default type for follow ups is tasks. Users can change the default to events in thePreferences Pane. Refer to the Edit Preferences section of this User Guide for more information.7.3 ReleasePage 20Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook Integration3Review the SnapForm. Note that some fields such as Subject, Description, and related records have beenprepopulated based on the email content. Edit as needed, complete all required fields, and click the greencheckmark to create the item in Salesforce.4Click the Follow Up icon in the Related to Salesforce section in the Side Panel to edit the item. Note the iconcolor is a bright orange indicating that a follow up exists and is available for editing.7.3 ReleasePage 21Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationEdit Recorded EmailsLinkPoint Connect users are able to edit the email Subject and Body details recorded to Salesforce without altering themessage sent to a recipient. This helps users relabel items as part of an email chain with more accurate descriptions forreference and reporting. Users can edit previously recorded inbound emails or new outbound emails using the samemethod.Tip: This feature is off by default. To enable the setting:1.2.3.4.1Open the Preferences Pane.Expand the Advanced Preferences section.Select the option to “Allow me to edit the ‘Subject’ and ‘Body’ fields when I record emails”.Close the Preferences Pane.Select or compose an email, and click the View Salesforce Fields button at the bottom of the Side Panel.7.3 ReleasePage 22Copyright LinkPoint360All Rights Reserved.

LinkPoint Connect: Desktop Edition User GuideSalesforce Outlook IntegrationTip: If you click View Salesforce Fields for an inbound email before relating it to Salesforce, you will beprompted to select at least one Salesforce reference before the email can be recorded.2Enter or edit the text in the Subject and Comments fields as needed. Note that the Comments field containsthe Body of the email. Click the green checkmark when finished.Tip: The Subject and Comments/Body fields automatically populate with the existing subject and body of theemail. Users can alter the Subject of the email to change how it will appear within Salesforce to helpdifferentiate it from other recorded emails with the same subject line. Users can edit the Comments/Body ofthe email to eliminate redundant information especially when an email chain has been recorded several times.Tip: This will not change the co

records, and fields that they have access to in Salesforce. Users can configure view, create, update, and sync settings to change how the Side Panel and related windows operate in Outlook. Customers can also request configuration changes through LinkPoint360 Prof