Salesforce Email Sync (FAQ)

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Don't have Email Sync installed in Salesforce yet? One-click installation.

Click here to install Email Sync for Salesforce

Already have Email Sync installed? Read below.

CureCRM Email Sync for Salesforce logs and syncs sales emails to Salesforce records and creates Leads, Contacts, or Cases from incoming or outgoing emails. For example, CureCRM can automatically create a "Case" object on Salesforce triggered by incoming emails to your support@company-inc.com email address.

Managing users

Do all email accounts which we want to synchronise have to be Salesforce accounts also?

No. You can have 10 CureCRM Email Sync users and only 1 Salesforce user and still sync everyone's emails.

Can CureCRM Email Sync synchronise email accounts on different email domains with a single salesforce installation?

Yes. As long as the IMAP is configured for a user on the other domain.

I am trying to log in to my CureCRM information through the Additional Information entry in SalesForce and keep getting a message saying my username and/or password are invalid?

You should only be authenticating on the Email Sync tab in SFDC.

When rolling this out on the Salesforce side, is it possible for our Admin to only make this available to one or two Users?

Yes, in fact, during setup/installation on the "Email Sync" tab, just use the email address of the User you want running the first sync. This very same user becomes the administrator and can add new users later via the "Company & users" page in your CureCRM Email Sync Dashboard. This renders the entire sync process opt-in.

I want to be sure that every email anyone in my organization receives/sends from a Salesforce Contact gets tracked - is this possible?

Yes. Simply add a user for each person you want messages synced for via the "Company & users" page in your CureCRM Email Sync Dashboard.

Is there a way that I can have CureCRM not sync my emails? As an admin, I don't have any accounts/contacts/leads etc, so I really don't want to sync my email to various Employee/User objects.

  1. You can disable IMAP crawling on your Settings page in the CureCRM Email Sync Dashboard.
  2. You can create a rule to globally ignore your emails from syncing -- visit the "Salesforce automation" page and create a rule: "Incoming & outgoing emails" - "your.email@domain.com" - check the "Ignore" box.

Can we sync several different IMAP email accounts to the sames Salesforce account?

Yes, you can invite other users to start syncing their emails to the same Salesforce account. If you request it, we can enable "Transparent Sync" which syncs your entire team's emails from any Salesforce users's "Email Sync" tab (within Salesforce).

Do I log everyone into the "CureCRM Sync" tab with the same password or with unique individual passwords?

Each user will need an individual password under... You can invite users to your CureCRM account via the "Company & users" page in your CureCRM dashboard.

Do we have to have each user create an account separate from logging in via their google email password during IMAP authentication?

Once you've decided which of your sales reps need to have their messages synced, you can add them via the "Company & users" page in your dashboard (admins only).

Can I invite an employee (e.g. my Production Manager) who is not a Salesforce user to my CureCRM Sync account?

Yes, we can enable "Transparent Sync" on your account (contact us) to sync the production manager's emails without the production manager being a Salesforce user.

Can I force a sync for a Salesforce user who is on vacation (without logging into their account)?

Yep, contact us to request "Transparent Sync" enabled on your account. Transparent Sync will allow you to sync emails for their user on vacation.

Extracting data from emails to create Salesforce Leads, Contacts or Cases

I'd like to capture emails sent from my website via an online form to fill out. I want email to sync with the address in the form and to create a lead.

Easy enough... use the form from the Contacts widget to generate a Lead inquiry form. Then setup a rule to auto-create a Lead on the Salesforce Rules & Automation page with the following parameters: incoming email sent to support@yourdomain.com. As long as the incoming email uses a Reply-to header with the Lead's name and email embedded, creating a Lead is easy; emails generated from your new Form should auomatically create Salesforce Leads with the correct address.

Again, the key is using a "Reply-to" header with your Form mailer that included the Lead's Name and Email address.

Is it possible to extract data from emails to create Leads in Salesforce?

Yes, definately. Contact founders@curecrm.com for information about custom data extraction. We can populate Salesforce for you with thousands of Leads burried in templated emails from your inbox. Here's a screenshot of Leads created in Salesforce from emails sent by a 3rd-party listing site: http://screencloud.net/v/9aNq.

Syncing emails to Salesforce

Is there any way to filter emails synced with Salesforce for particular contacts?

There are custom filters that can be created in your "Dashboard" accessible from the Email Sync tab in Salesforce. Once in the Dashboard, click on "Rules & automation" at the top right to manage the rules and create an "Ignore" rule for a certain address.

What if I wanted to have CureCRM Email Sync sync other email address, like our sales - info@blah.com address?

Enable transparent sync in your "Company & users" page of the "Dashboard +", then add a user at the top of "Company & users", setup the user's IMAP settings, and done.

Is the widget section that you show on the Lead page layout part of the Email Sync product? So a fetched IMAP email that matches his email address gets added to both the Activity History and this widget section?

Yes, widget section is optional, but can be added to Leads, Contacts, etc.

What happens when I type in that widget’s “type a reply” space? Does it generate an email to the Lead referenced?

Yes -- and it does get synced.

In the Outlook sidebar, when I schedule a follow-up, does that assign a task to me in SF for that Contact?

Not yet, but it is a good idea for consideration. It will add it to your Outlook and the other party's Gmail calendar automatically via an .ics email.

I see reference to CureCRM Archive, but I’m looking for a one-time opportunity for firms to get whatever historical emails they want, sync them over, then be done with the past. I see it is $199/yr, but is that for one user or all users?

This is for 1 user, each user after first is $150/yr, I believe... cheaper. The Archive will go back 1 year in the past. I can go back further for you if you buy a batch of users.

When no IMAP to Contact/Lead/etc. match is found, can you create a new Contact/Lead in Salesforce and then have that email captured later?

Simply creating a Lead after the emails are already fetched will trigger a notice in CureCRM Sync to automatically try to sync the existing messages with the new Lead's email.

I find your app good, but I don’t understand what is difference CureCRM Email Sync for Salesforce and Salesforce's official: "Salesforce for Outlook"?

Our app does all of the syncing automatically. The SF for Outlook app requires you to manually sync each email... and worse, to sync Outbound emails, you need to move into your "Sent" folder (away from your inbox), and select each email, then run through a wizard for each email to point it to a Lead or Contact...

Can we can specify which emails go into Salesforce or if are we forced to have each email show up in Salesforce?

The system is highly automated and by default syncs everything to Salesforce. There are certain filters that allow you to block emails.

Looking around at a similar solution to how Zoho (our former CRM) handled e-mail sync vs. how Salesforce (our current CRM) handles it. Does your solution give us back the Zoho side of things? Will Email Sync grab all e-mails from folks into the CRM?

Yes, Email Sync will auto sync all emails (inbound and out) for SFDC.

We also have a bunch of cool Gmail plug-ins for handing follow-up emails and creating Leads in SFDC: [1]

Gmail app: download now -- best used in conjunction with the actual Email Sync app for SFDC: [2]

I installed CureCRM Email Sync but it's not showing up anywhere in Salesforce?

Not to worry, visit the "+" tab (at the end of your tabs) and click "Customize my tabs" to add the "Email Sync" tab to your list of tabs. Then, visit the "Email Sync" tab and setup an account.

Is it possible to pick/choose what you sync?

You can setup filters to ignore certain address spaces from syncing. The rest remains automated.

I am experiencing some slowdown using the sync feature, can I reduce how often the program syncs?

Remove the Home Page component and visit the Email Sync tab only manually... While Email Sync does indeed run in the background with the Home Page component installed on every page in Salesforce (see the Installation Guide for a tutorial), connection "slow-downs" don't actually occur because all Sync content runs behind the scenes via iFrame/Ajax.

Will CureCRM record/match emails against custom email fields? We may have a custom email field on the contact (eg ‘Assistant’s email) – will CureCRM match email’s sent to the email address in the custom field against the relevant contact?

Yes.

If I create a new Lead in SFDC and want to add previous emails is there any way to do that other than manually?

Yes, you'll need the Email Sync widget embedded in the Lead page-layout. See the installation guide for in. It should pickup old mails within your email retention period.

Would you be able to let me know why a certain user's outgoing emails are not syncing with the Salesforce accounts? I'm pretty sure they used to.

Make sure the user has the correct IMAP information set in CureCRM Email Sync. Some users end up forgetting to update their IMAP settings in CureCRM Email Sync (IMAP password changes, etc.). Have the user login to https://curecrm.com/sync/login/, then visit "Personal Settings" to update her IMAP info.

After creating a Salesforce Contact without an email address, we send an email to that Contact using Gmail and then edit the Contact record, adding the prospect's email address. Is there a way to force a sync to that specific Contact?

Only way to force a sync after you edit the Contact is to add the widget to the Contact page layout.

Does CureCRM Email Sync require Salesforce API access? It must not as my edition (Group) doesn't not offer API?

No API access necessary, just IMAP credentials. Install this into Salesforce: CureCRM Email Sync

The app connects to your org like most other Apex packages on AppExchange (no API necessary).

Is it possible to sync emails to Accounts of which im not the owner?

Yes. As long as one of the Contacts in the Account you are attempting to sync to matches the email, it should work nicely.

Is there a way (through BCC or another solution) to only sync certain outgoing emails? I don’t want every email sent internally, or to non-prospects, to create a new Lead in Salesforce.

Yes. We have a simple "rules & automation" wizard that allows exclusion of certain outbound or inbound scenarios from syncing, ex: "block all mails sent to domain blah.com from syncing".

Additionally, you can Bcc or CC emails to your email assistant (see the "company & users" page), which will work nicely if you choose to disable IMAP integration in your Email Sync settings. These emails can be synced without worrying about messy rules, etc.

I'd prefer not to use Outlook with Salesforce. When I click on a Contact in Salesforce, Salesforce launches a new email in Outlook. I prefer launching Gmail. Does CureCRM enable me to launch Gmail and sync the email?

There should be a Firefox or Chrome plug-in that launches Gmail from "mailto:" links on any web-page. Once that's installed, visit the "Email Sync" tab on SFDC to sync the message you send from Gmail. Regardless of how emails are sent, recording happens nicely via IMAP.

After adding "Email Sync" on the side-bar within Salesforce, it seems only partial emails will be logged. For example, if I go to a new page before the "Email Sync" side-bar widget finishes, the Sync gets cut off?

While it may seem that the the "Email Sync" widget stops syncing when you move to a new page in Salesforce, it actually still syncs emails in the background!

Can we control which of our incoming emails are linked to Salesforce (we use Gmail)?

Yes, you can create a rule to only sync outbound (or inbound) emails via our "rules & automation" wizard.

I'm not getting the most updated emails in the CureCRM Dashboard?

The emails in the CureCRM dashboard are fetched in a queue. You can expedite the fetch using the "Send & receive" button available on the "Conversations" widget. Once the crawlers have fetched the latest messages, Email Sync will attempt to match the fetched messages to SFDC records.

We use Gmail as our primary e-mail and copy Salesforce on outgoing messages with the BCC "Email to Salesforce" function; when people reply to the Salesforce User, the email message is stuck in Gmail. Can your product solve that?

Yes, we connect to your inbox via IMAP and can fetch any of the replies sent by your customers. Both inbound and outbound emails are synced to Leads, Contacts, Cases, Accounts, etc.

If a Salesforce Contact or Lead replies to an email, it is being recorded under Activity History, although assigned to the wrong user. We have "Transparent Sync" enabled on our account.

Because "Transparent Sync" is enabled on your account, emails synced from other users on your team are recorded by whichever user is signed in at the time of sync. Disabling this setting will solve the problem, but your Salesforce Users will not be able to cross-sync other User emails (who may on be on vacation).

How are emails from Contacts not yet in our Salesforce database logged?

Emails from contacts not yet in Salesforce are normally ignored; however, you can setup a CureCRM Email Sync automation rule to automatically create Leads, Contacts or Cases from inbound or outbound emails.

Can I install CureCRM Email Sync into the "free trial" version of Salesforce?

Contact Salesforce and ask them to enable installation of one AppExchange app before you upgrade. They are usually flexible.

I use Salesforce Contact Manager Edition and am not entitled to AppExchange - can I still use CureCRM Email Sync?

If your case is compelling, you can always request AppExchange access for one or two apps from your Salesforce representative.

With Salesforce's Group edition -- do we need to upgrade our Google Apps account to use CureCRM?

No - you can use Google Apps standard (Free edition).

Does it make any difference whether we are on the Group or Professional edition of Salesforce?

No difference at all.

Do you sync HTML emails?

Yes, we sync both plain-text and HTML emails.

How do I stop personal emails from synching to Salesforce?

Make sure your email address is not part of a Lead or Contact in Salesforce. Then be sure that your wife, family, friends, etc. are not Leads or Contacts within Salesforce.

I use more than one computer – can CureCRM Email Sync for Salesforce sync email without conflicts?

Yes, the syncing happens via our AppExchange add-on on Salesforce, so even if you used 1000 computers, it would not sync dupes.

How does CureCRM Email Sync interact with custom objects?

CureCRM does not currently support custom objects -- only Leads, Contacts, Account and Cases.

If I manually visit the CureCRM tab and run the sync once per day will it work as effectively as syncing on every Salesforce page via the side bar?

Yes, you don't need the side-bar component - Just visit the CureCRM tab in Salesforce to sync on a daily or weekly basis.

We haven't seen Google Apps messages sync in 22 hours (as of Feb 9 2011). Is there an issue somewhere?

Google Apps is changing over to a new IMAP API using traditional "Gmail" instead of "Google Apps Gmail" - try disabling IMAP on your settings page within the CureCRM dashboard, then reconfigure your credentials using the "Gmail" option.

Can we see all sales conversations within our company for a specific Lead or Contact in Salesforce?

Yes, there's an administrative option called "Transparent mode" that enables anyone to see the sales conversations on your Lead, Contact, Account, etc. pages. This option is available under the "Company and Users" page in the CureCRM dashboard.

How do I remove "CureCRM (email):" from the subject of all the emails that are logged to Salesforce?

The free edition includes the "CureCRM" branding - once you upgrade to one of our payed plans, we prefix with: "Email: " and drop "CureCRM".

We use a "preferred" email field to signify which the email address a Lead or Contact prefers to be contacted on -- is this supported in the sync?

Yes, we check each field for an instance of an email address.

Does a customer have to have the "Google Apps for Business" version to be able to have CureCRM's integration? What if they just have Gmail?

They can use Gmail or Google Apps for Business, as we use standard IMAP to connect.

What happens to email that is not associated with an existing contact or other record?

We won't sync emails unrelated to existing Salesforce objects.

For the full bi-directional email sync, does CureCRM need to be setup by our Salesforce administrator?

Yes, the Salesforce admin needs to install the "CureCRM Email" sync AppExchange package if you want the best CureCRM sync experience.

If you don't know your Salesforce admin, you can always try our desktop application that requires your Salesforce credentials: [3]

How is CureCRM better than the Salesforce's Outlook toolbar for manually syncing specific Outlook emails?

See Magnify Outlook (FAQ).

Salesforce's Bcc address seems cumbersome to record sales emails. Is CureCRM better?

Yes, CureCRM connects to each sales-rep's inbox and archives historic emails to records without requiring Bcc.

Will attachments be included in the Contact's activity history using CureCRM?

Yes, links to attachments are included.

If we send an e-mail to multiple e-mail addresses, can we manually assign emails to various Leads or Contacts?

Our interface doesn't allow for manual associations. We try to do all of the dirty work for you by syncing emails to leads and contacts automatically. The syncing happens on every page of Salesforce; as you surf, we sync.

I'm noticing that emails from my personal account are showing up in Email Sync... I have only synced my work account and not my personal account. Might you know why this is happening?

Forwards in your email settings (server side) or your settings in CureCRM settings (also server side) are set to crawl your personal account. Also you Outlook Inbox (client side) may move messages around on the server end, causing confusion...

Does CureCRM Sync to PersonAccount objects on Salesforce?

The CureCRM widget is not available on the Person Accounts page (it should be on Leads, Contacts, Cases, Opportunities); however, the email syncing should work nicely as long as the PersonAccount's Contact is part of an email thread with your CureCRM account.

Creating Salesforce Leads, Contacts & Cases from email

Can I launch Follow-up Robot emails from Leads created via email?

Yes. The Email Sync app integrates nicely if you want to auto-launch Robot emails when Leads are created in SFDC. Simply install "Email Sync" for Salesforce along with "Follow-up Robot" for Salesforce (both apps by CureCRM) and in your CureCRM Email Sync settings, configure your connection to Follow-up Robot, then setup a Salesforce automation rule to auto launch follow-up emails.

I need the ability to create a Lead from selected emails after determining that they are a real Lead. Can your product do that?

Yep, in the Outlook app (download link on website), you can create a Lead manually. There is a drop-down box in the Contact widget in CureCRM side-pane for Outlook that allows you to "create Lead."

We need leads that come into out sales account in Outlook to automatically populate as Leads in Salesforce.

Install our AppExchange add-on into Salesforce; once installed, visit the "Rules & automation" page in your CureCRM Email Sync dashboard (via the "Email Sync" tab) to create a rule that automatically populated Leads based on incoming emails to sales@yoursite.com, etc.

When using CureCRM Email Sync for Gmail, tagging a contact as "salesforce" doesn't provide the option of creating a Lead (it only adds a Contact). How do I create a Lead from Gmail?

You'll find a nice "create lead" option in the conversations box of the Gmail app.

Can the CureCRM Outlook plug-in be used to create “Cases” in Salesforce.com?

You can create and sync emails to Salesforce Cases both manually and automatically:

I receive leads via email for my business from 3rd-party services; can CureCRM capture the data in the body of the email (Lead name, phone, email, address, notes, etc...)?

Yes, we have a service called, "Custom data extraction" where we pull out data from email messages to populate Salesforce Leads or Contacts. This is usually custom work - we have to write rules using programming expressions to capture the data -- hence we charge an hourly consulting fee for this.

When I tag a CureCRM contact as 'salesforce' can CureCRM create a Lead instead of a Contact on Salesforce?

We don't support it by default, but we'll think about adding it in the future.

How do I sync a Contact from Gmail to Salesforce?

See this screenshot and simply tag your contact "Salesforce" from the side of Gmail (CureCRM Magnify for Gmail).

If a contact doesn't exist, create it, then tag it "Salesforce"

Can CureCRM automatically create Leads, Contacts, or Cases from incoming emails in my inbox?

CureCRM lets you create rules to auto-create Leads, Contacts, or Cases from your incoming/outgoing email (in addition to simply logging emails to existing Salesforce records). You can create rules that exclude or ignore specific internal email accounts from creating or logging anything.

Create rules by clicking on the "Salesforce automation" link in your CureCRM dashboard.

Is it possible to create a single Salesforce lead from a Gmail email -- manually?

Yes, there is an option in the actions menu of conversations widget that allows you to do this. Access the menu from our Gmail Magnify application, from CureCRM.com, or from Salesforce's CureCRM Dashboard.

Is it possible to extract contacts from all sent emails into Salesforce?

Yes, you can create rules to automatically create Salesforce Leads, Contacts, or Cases from outbound emails. CureCRM can populate your Salesforce account with thousands of Leads using your inbox's sent or received messages from years prior; checkout the archive service level for details.

Archiving (syncing) historical emails to Salesforce

Does CureCRM handle emails sent in the distant past?

Yes, CureCRM has an "Archive" service level that records historic emails to Salesforce records.

It seems the IMAP connector has pulled messages from the last 7 days or so. How do I get everything into Cure?

To get emails into CureCRM (and Salesforce) beyond 7 days, we can do a historical archive for you. Buy our standard "Archive" service level or contact us to upgrade to a more custom archiving plan.

Email platforms

Google Apps / Gmail

How do I connect Gmail contacts to existing Salesforce contacts for email synching?

When adding the Salesforce tag to contacts in Gmail that already existed in Salesforce, I ended up with a duplicate contact in Salesforce?

Our next version may end up handling this more effectively by not creating the dupelicate and simply syncing to already existing record gracefully.

We can not connect to Gmail using CureCRM: "Could not grab Captcha from Google"?

Try using the Gmail option instead of Google Apps when setting up IMAP.

Does CureCRM two-way sync between Salesforce and Google apps? Can I select which contacts I want it to sync? =

You can import your Google contacts into CureCRM via a .csv import, then manually sync the contacts you want into Salesforce by tagging them "salesforce" from CureCRM's dashboard.

Do I need to be a Google Apps administrator to install CureCRM into Salesforce?

No, you simply need to be a Salesforce Administrator to install any Salesforce AppExchange package.

Does CureCRM Email Sync support Google Apps for Business or Google Apps for Education?

Yes, CureCRM supports all Google mail editions, including Google Apps Free, Business, Education, and traditional Gmail.

Do you sync Google Apps contacts to Salesforce?

We don't sync all Google Apps contacts to Salesforce (this would get messy) - CureCRM only syncs contacts you explicitly want us to sync; simply tag a CureCRM contact as "Salesforce" and we'll automatically create the contact on Salesforce.

Exchange

Will CureCRM sync my calendar entries to Salesforce?

No, not in this version, but we're planning on launching a version that does!

Since installing CureCRM Email Sync for Exchange, all of my incoming emails show as read, which is very frustrating?

Trying using Outlook Web Access instead of traditional IMAP. Some Exchange servers are configured very strangely.

OWA stands for: Outlook Web Access - instead IMAP, select the OWA option on CureCRM's settings page, then enter your OWA URL: http://mail.yourdomain.com/owa/, username, and password.

Mac OS

I noticed that you do provide a email sync program for Macs. Does this work with Entourage?

The Mac program is a stand-alone application that syncs emails from your desktop to Salesforce objects via your Salesforce token. We don't do contact sycning (we used to) as it tends to flood Salesforce with contacts that have nothing to do with actual sales.

Usually, you won't need a Mac program as you can do all Syncing automatically via our web-based AppExchange package (recommended highly).

Yahoo mail / Hotmail

We use Outlook over Yahoo email. Do you support this combination?

Kind of -- we'll support automatic Contact creation on Salesforce by tagging contacts in Outlook (via CureCRM's plugin) as "salesforce". We won't be able to sync your emails, as Yahoo mail does not support IMAP.

If you upgrade to Yahoo mail premium, they may support IMAP, in which case the Outlook plug-in will automatically create Salesforce Contacts and sync emails to Activity History.

I'm having trouble connecting to my Yahoo mail over POP / SMTP?

We don't support Yahoo -- we only support mail providers with IMAP connectivity.

Billing & Account

How do I discontinue my account?

Can you try to do so from your account by visiting the login page -- then visit "Company & users" to close your account.

What are the differences between using the program for free vs the paid plans (in terms of emails sent and received)?

The free version will only sync emails that you send (outbound). The paid version (starting at $14.95/mo for 1 user, $59.95/mo for 10 users) will sync both incoming and outgoing emails.

I would like to change the credit card on file for my CureCRM Email Sync account. Can I do that online or do I need to do it by phone?

Simply login and visit the "Billing" page -- from there enter the new card's details to make the change. Note that we charge you the pro-rated amount for usage since the beginning of the billing cycle/month as soon as you swap cards. At the end of the month we'll charge you the difference between the full fee and the amount we charged during the swap; after that, billing will run smoothly.

If you're hesitant, please ring 415-758-CURE and we can charge your card's details via phone.

Common Errors

When installing CureCRM Email Sync, I get the following message: "Missing feature Apex Classes ... Missing feature Apex Triggers"

When Salesforce reports the following features missing, your best bet is to contact your Salesforce representative asking them to enable Apex Triggers and Apex Classes on your account to allow for Email Sync functionality in Salesforce:

  • Installing this package requires the following feature and its associated permissions: Apex Triggers
  • Installing this package requires the following feature and its associated permissions: Apex Classes

Error: Invalid Data... Apex trigger Noted.leadTrigger caused an unexpected exception, contact your administrator: Noted.leadTrigger: execution of AfterInsert caused by: System.AsyncException: Rate Limiting Exception : FutureRequests Limit exceeded.: (Noted)

Looks like you bumped into the governor limits on the CureCRM Email Sync app (http://www.salesforce.com/us/developer/docs/apexcode/Content/apex_gov_limits.htm). You must have imported a bunch of emails or are doing really, really well adding thousands of new Leads or Contacts into Salesforce every week.

Fortunately, the Winter 2011 release of SFDC raises governor limits, and our next version of the Email Sync package will likely catch these errors gracefully.

In the mean time, ask your Salesforce account rep to raise your governor limits until the Winter 2011 edition of SFDC is out.

I get the following error: "Sorry, the Magnify package does not support Salesforce integration - please upgrade..."

Contact support@curecrm.com; we'll add you to our "SalesforceIntro" plan (free, but limited sync service).

"Error: Could not validate your mail credentials" - I'm a Google Apps customer; I'm sure I entered the correct password?

Be sure to enable IMAP in your Google Apps Mail settings. Visit the "Settings" link from your Google Apps Mail site, then visit the "Forwarding and POP/IMAP" tab. Enable IMAP by selecting "Enable IMAP", then click "Save Changes."

I'm currently maxing out my future rate limit in Salesforce when uploading a large number of contacts and emails. What do I do?

No worries - simply contact Salesforce and ask them to up your rate limit - here is a template of an actual error for Salesforce's reference:

Apex script unhandled trigger exception by user/organization: 0058000000sshsJA/00D80000000sWRA

Noted.contactTrigger: execution of AfterInsert

caused by: System.AsyncException: Rate Limiting Exception : FutureRequests Limit exceeded.

Trigger.Noted.contactTrigger: line 11, column 5

CureCRM won't allow me to log into my IMAP via the "Google Apps" option. I'm pretty sure I entered right username and password?

Make sure IMAP is enabled on your Google Apps account.

Security measures

Can emails be deleted from Salesforce after being synced?

Yes, emails synced to Salesforce Activity History are stored as standard objects in Salesforce and can be deleted like any other object.

Can emails be excluded from syncing if there is a sensitive content being sent/received?

Yes, we automatically block emails with "Confidential" in the subject. Additionally, sensitive emails are removed from our servers via our retention policy; see "Email data retention" settings available via the "Company & users".

What kind of security measures does CureCRM Email Sync take to secure my emails?

We use "Email data retention" settings available via the "Company & users" page in the CureCRM Email Sync dashboard as a security measure for emails. Setting your retention setting to "7 days" deletes emails which are not tied to an active CureCRM contact after 7 days; additionally, emails which do not sync to Salesforce emails will be deleted after 7 days via this setting.

Does Single Sign On (via Google mail) work with CureCRM? We like to use single sign on to make our users have fewer passwords.

Single Sign On (SSO) is supported by our Gmail application via http://curecrm.com/sync/install/ -- once you click the CureCRM login button on the side of Gmail, we sign you on via OpenID (SSO): http://screencast.com/t/vMtZbavIal

How does CureCRM filter the emails that it gets from Google? Do the emails pass from Google to Salesforce or do they go into CureCRM and then sync into Salesforce?

CureCRM uses IMAP to connect to your inbox to determine if there are any emails that can be matched to Salesforce Leads, Contacts, Cases, Accounts, etc. To be completely automated we use several crawl servers to process emails almost instantaneously (this enables you to sync emails within moments of sending or receiving them).

What information is CureCRM collecting from Google and/or Salesforce?

CureCRM uses IMAP credentials to connect to email platforms like Google, Exchange, etc.; similar to configuring your email client, CureCRM Email Sync requires IMAP credentials while encrypting passwords with technology originally developed by members of the Google Security Team. Cryptography is easy to get wrong; CureCRM Email Sync abstracts some cryptography challenges by choosing a well known crypt library developed at one of the world's largest internet companies: Google.

Note that Salesforce user credentials are not stored outside of Force.com. Additionally, Salesforce customer data is not stored outside of Force.com. Matching emails to Salesforce objects happens during a sync which is packaged within the CureCRM Email Sync Apex application.

What kind of security auditing and/or testing does the CureCRM Email Sync package for Salesforce undergo?

Before any package is released to the AppExchange market, Salesforce enforces a rigorous security review based on these guidelines. Additionally, we adhere to the following security measures:

  • Secure flag enabled on *.curecrm.com session cookies
  • CSRF XSS protection for forms and Ajax calls
  • SSL security for interacting with the CureCRM Dashboard and API
  • Strong application passwords
  • Auto-escape VisualForce page variables including {!Domain}, {!DomainWithPrefix}, {!webtoken} using standard Apex {!JSENCODE(webtoken)}
  • Passwords are transmitted over SSL

Our Email Sync package was thoroughly screened for security flaws by the Salesforce AppExchange security team in 2009.

Who can see email records under each Salesforce Contact?

The email records are stored in Activity History under each Contact. Depending on your permission settings within Salesforce, users can be denied access to certain Objects or data, etc.

Are permissions setup upon installation?

Email Sync does have a number of permission settings that can be customized to suite your company's scenario. See the "Company & users" page to manage these settings.

Can access to a particular email be turned on or off?

Within Email Sync's Dashboard via the "Email data transparency" option, you can configure transparency of email communications. If your "Account-wide privacy settings" are set to "Disabled - Complete transparency", then anyone on your team can see a full thread of emails transacted to any of your customers within the CureCRM Email Sync Dashboard. If your "Account-wide privacy settings" are set to "Enabled - Strict access policy", then CureCRM Email Sync users who were included in a thread via To, From, Cc or Bcc will be able to see customer conversations that they were included in via the Email Sync Dashboard.

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