SalesDesktop FAQ

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SalesDesktop for Salesforce FAQ

Rev 14

SalesDesktop for Salesforce

113 Barksdale Professional Center Newark, DE 19711 Avora Holdings, Ltd www.invisiblecrm.com

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InvisibleCRM is a registered trademark of Avora Holding, Ltd. Page 2 of 32

Contents

1. Installation and Setup .................................................................................... 3 2. Configuration and Usage................................................................................. 7 3. Troubleshooting .......................................................................................... 26 4. Other......................................................................................................... 32





1. Installation and Setup

Q 1: What are the Windows and Office requirements for installing SalesDesktop? A: SalesDesktop requires Microsoft Windows XP SP2 or higher, Vista or Windows 7 (any edition) and Microsoft Outlook 2003 SP3, Outlook 2007 SP 2 and Outlook 2010. Other operation systems and other versions of Microsoft Outlook are not supported. Note: Although we do support 64-bit Windows environments, the Outlook version should be 32-bit. 64-bit versions of Outlook are currently not supported. Q 2: What are the network and infrastructure requirements for installing SalesDesktop? A: Your organization may have certain network access and security restrictions. Please, consult your system or network administrator to ensure that the requirements listed below are met in your organization: 1. All Salesforce servers are available through port 443 (https) 2. Host downloads.invisiblecrm.com (68.178.254.5) is available through port 80 (http) 3. Local security policy should permit SalesDesktop add-in to be put into the list of trusted add-ins 4. Exchange mailboxes shall have enough free space to put all Salesforce objects (average space requirements: 10Kb per object, 1Mb is a minimum, average business user may use from 5 to 15 Mbytes of space for holding Salesforce objects). Alternatively, users shall be able to create PST data files in order to avoid issues with low quotas on Exchange mailboxes. Q 3: Should I uninstall the Salesforce Connect for Outlook before installing SalesDesktop? A: Actually, you should use only one solution at a time. The reason is clear: The Connect for Outlook and SalesDesktop sync the same data between your Salesforce.com account and your Outlook independently. This will cause duplicates in your Outlook. So, the best way would be to uninstall the Connect for Outlook first. Please also be aware that SalesDesktop v 3 or higher will not install if Salesforce Outlook Edition is installed in your system. Note that after you uninstall the Connect for Outlook, all records that have been added to Salesforce. com such as contacts and tasks are still in your Outlook folders. So, if you install SalesDesktop right after uninstalling the Connect for Outlook, you will get duplicates for all your downloaded Salesforce.com records in your Outlook. We would propose the following order of actions, if you want to install SalesDesktop on your workstation with installed Connect for Outlook: 1. Uninstall the Connect for Outlook 2. Clean you Contacts, Tasks, Calendars folders from the records with Category equal <Salesforce.com> (this category is assigned to all downloaded Salesforce.com records) 3. Install SalesDesktop 4. Run SalesDesktop synchronization





Q 4: How can I install SalesDesktop on Vista or Windows 7? A: Due to certain security-related limitations in Windows Vista, SalesDesktop can be installed only for the current user. If SalesDesktop is intended to be used by several people on a single computer, then, each of these users shall install SalesDesktop under his/her own Windows account. To install SalesDesktop, each user running the installation shall have administrative privileges or shall be able to enter the administrator’s password when requested by Windows Vista. When the User Account Control (UAC) is switched off, users without administrator’s rights cannot install applications. Uninstalling SalesDesktop by any person, who uses the computer, will disable SalesDesktop for all other users. If you need to uninstall SalesDesktop for a particular user, first uninstall SalesDesktop under the desired user’s account, and then install SalesDesktop over the existing installation under any other user’s account. Q 5: Why did SalesDesktop propose me to select an installation profile, and what should I select for it? A: On the first run, SalesDesktop will require you to select an Outlook profile, where Salesforce. com items will be downloaded and stored. In most cases it is your default profile, where your Mailbox or PST folders are located. Currently, SalesDesktop supports these types of folders (message stores): Personal Folders Files (PST) Exchange mailbox (Cached mode) Non-cached mailbox is no longer supported, since numerous errors and performance issues have been reported. The main idea of Salesdesktop is to work locally with crm data with offline capabilities at great speed. The non-cached mode completely strikes out those advantages and creates a bad user experience. That is why we had to disable it from the list of supported message stores. Other types of message storages are not supported as well. Particularly, the IMAP folders and Archive folders cannot be used. When Outlook starts the first time after install, please, be patient for a few seconds and wait for the SalesDesktop installation process to continue. Q 6: Does SalesDesktop work on Exchange accounts? A: Yes, SalesDesktop works on Exchange accounts. But working on Exchange account leads to following limitation: You can install SalesDesktop only on one PC with the same Mailbox. Currently it is not possible to install SalesDesktop on 2 PC’s and same Mailbox. If you need to install SalesDesktop on another machine, install it on a different Mailbox or a new Personal Folders storage. In case you have attempted to install SalesDesktop on different machines but the same Mailbox and received an error, please contact [email protected] and we shall assist you with this.

mailto:[email protected]�





If you are using an Exchange mailbox in the non-cached mode, please, consult with your Exchange server administrator to ensure that all the most recent updates and patches are applied to the Exchange Server. Numerous errors have been reported when SalesDesktop was connected in the noncached mode to Exchange Servers that were operated without all the latest patches and updates. If you experience problems with SalesDesktop when connected to the Exchange server in the noncached mode, try switching to the cached mode. Note: It is highly recommended to use cached exchange mode for better performance and connectivity. Q 7: I could not login to my Salesforce.com account from my SalesDesktop. The system said my security token was needed. How can I login? A: You have experienced a “known” issue, which is caused by the Winter ‘08 Salesforce security enhancement that allows to set a list of trusted IP addresses, from which all users in your organization can log in. Due to this feature, when a user attempts to log in – either via the Web interface or Desktop client - such as SalesDesktop, SalesFolder, SalesAlerts, Connect for Outlook, Connect Offline or Apex Data Loader - Salesforce.com checks whether the user is logging in from a location, which he/she has not used to access it before. The situation described above has a direct impact on logging in to Salesforce.com from any InvisibleCRM product. It seems that your Salesforce.com account has an active security policy, which allows connection to (or from) only trusted networks. So, you must use the security token in combination with your password to log into the API or desktop clients. To login to Salesforce.com using InvisibleCRM products, all that you need is to: 1. Exit the error message 2. Login to the Salesforce.com application via the Web Interface 3. Go to Setup Personal Setup My Personal Information Reset Security Token 4. Check email for the new Security Token password 5. Go to the InvisibleCRM product’s context menu Options General tab click Change 6. Enter the “password + new security token password” in the Password field without any symbols or spaces between the password and security token password symbols 7. Click Login 8. Click OK Q 8: During installation SalesDesktop asked me if I want to convert my personal contacts to “unshared business contacts” What does it actually mean?

Fig. 1





A: SalesDesktop has a possibility to convert all of your Contacts, Events and Tasks automatically. This means that it will add a sharing bar and additional Salesforce fields to your existing records, so you could later “Share them with Salesforce” (upload them to Salesforce). This option is added for experienced users that actually are planning to upload their current Outlook records to Salesforce. In most cases you should select “No” for such prompt. Because manual convertation of records is also available after installation. So you could decide later if you want to convert some or all of your records. Please see Question #4 and #26 under the “Configuration and Usage” section for more information on “Sharing” and “Convertation” of records





2. Configuration and Usage

Q 1: Do I have to click the SalesDesktop icon in the tray and login every time or can this be done automatically? A: To connect to your Salesforce account, SalesDesktop needs your Salesforce login and password. You can type your name and password every time before synchronization or you can type it only the first time and select the “Save Password” option to save your password. In this case, SalesDesktop will not ask for it again.

Fig. 1

Q 2: Is there any way to view Salesforce accounts (leads, opportunities) within Outlook? A: SalesDesktop brings your CRM data into Outlook. SalesDesktop creates new folders for Accounts, Documents, Leads, Opportunities and Products and uses the existing Calendar, Contacts and Tasks to store Salesforce items in Outlook.





Fig. 2

You can work with the downloaded Salesforce items as with any standard MS Outlook items: view them (through the forms or customized views) add new items modify the existing items delete Q 3: I’ve installed SalesDesktop, but I have no SalesDesktop in my folder list. Why does this happen? A: To see all the added SalesDesktop folders, just switch to the Folders List mode:





Fig. 3

Q 4: How can I know which are my private Contacts (Tasks, Events) when all personal and Salesforce items are in the same folder? A: You can distinguish the “Shared with Salesforce items” from the “Not shared with Salesforce items” in the Outlook views by their icons, which differ from each other. When you open the form, you can see the Shared with Salesforce bar. This bar shows you if the item is shared with Salesforce or not.

Shared items have a bar like this:

Not shared items have a bar like this:





You can change the status of the item with just one click on this bar or you can add the “Salesforce Shared” field to the view to share items without opening their forms. Caution: Stopping of sharing will lead to the deletion of the item from Salesforce, and at the next synchronization, you will be asked to confirm this deletion. Do not confirm it, if you do not want to remove the item from Salesforce. If you need to save your personal version of the item, then create a copy and mark it “Not to be shared with Salesforce.” Q 5: I do not want to share my every new Outlook item with Salesforce. How can I do this? A: SalesDesktop automatically shares every Account, Lead or Opportunity, which is created in Outlook. To share or not to share a new Contact, Task or Calendar Event automatically, you can set the corresponding properties in the SalesDesktop options Advanced tab.

Fig. 4

Q 6: Is it possible to select the contacts list, which I want to synchronize? By default you select “Contacts” and it cannot be changed. Why is this the case? A: SalesDesktop is designed in such a way that users can only synchronize items in the subfolders with names: Accounts Calendar Cases Contacts Documents Leads Notes Opportunities Products Tasks





All these subfolders should be within the folder selected during the installation of SalesDesktop. Q 7: Can I delete the SalesDesktop folders, which I do not want to synchronize? A: It is not possible at the moment to delete unnecessary SalesDesktop folders from the SalesDesktop structure. If you have deleted one from the synchronized folders, SalesDesktop will show you an error message and will try to restore the structure the next time you open Outlook with complete synchronization from scratch (like your first synchronization). We are working on the creation of a function, which will enable users to hide their unnecessary folders. With the current version, you can just exclude such categories from the synchronization by using the filter settings and let such folders to be presented at the Folders list. Clear the check box near the Salesforce.com category you do not want to download from the Salesforce.com into your Outlook.

Fig. 5

Q 8: Do you have any special signs for events to differentiate private items from those shared (or displayed) in the Calendar view? A: SalesDesktop does not have any special signs for events in the Calendar view. But you can easily use the standard Outlook Automatic formatting rules to differentiate your Shared and Not shared events. Just use the <SalesForce Shared> field to specify your own rules.





Fig. 6

Q 9: I would like to have the ability to synch attendees in my Calendar Events. How can this be done? A: Unfortunately, since the Salesforce API does not provide such possibility, we cannot add event attendees to the synchronization scope. But we are keeping this in mind and will add such a possibility as soon as the Salesforce API will allow it. Q 10: How do you apply categories to the items processed by SalesDesktop? A: SalesDesktop does not apply any categories to items Shared with Salesforce. It just uses a special field <Salesforce Shared> to keep the item’s status. Q 11: How do I associate an email message with ALL the recipients that it was sent to? A: You can link your mail to several Salesforce records by using the “Save Mail” button several times. Q 12: During Synchronization, SalesDesktop says the estimated amount of records exceeds the limit. Why did this happen and what should I do?





Fig. 7

A: During synchronization, SalesDesktop compares the number of the Salesforce records available for synchronization with the predefined limit or number of records as set by the filters. If the number of the available records exceeds this limit (5000 by default), SalesDesktop pops up the information dialog with a corresponding message. You can either change the current filters to reduce the number of the available records or confirm synchronization for the currently available number of records. To change the current filters select the button “Stop for modifying filters.” Change filters and then start the synchronization again. To confirm synchronization for the currently available number of records select the button “Continue synchronization.” If you confirm synchronization with the current filters, then SalesDesktop will automatically increase the limit value to allow such number of records to pass through. Q 13: I’ve changed the SalesDesktop filters to remove the unnecessary records from my Outlook, but the number of records in Outlook has not reduced. Why? A: Changing the filters reduces the amount of displayed Salesforce records, which are already present in SalesDesktop, only when the check box “Remove local records not matching the filtering criteria” is selected. Filters work in a single direction only: from Salesforce to SalesDesktop. This means that all changes made to any record in SalesDesktop regardless of the filter settings will be uploaded to Salesforce during the next synchronization session. The deletion of a record in Outlook leads to a corresponding deletion in Salesforce. We are currently working hard on a feature to let item remain unsynced in Salesforce while it is deleted in Outlook.





Fig. 8

Note: When this check box is clear, then after changing the filters, only the records, which do not match the filtering criteria,will stay in Outlook. But the SalesDesktop filters work in a one-way direction only: from Salesforce.com to SalesDesktop. This means that all the changes made to any record in shared with Salesforce.com will be uploaded to Salesforce.com during the next synchronization session, regardless of the filter settings. The deletion of such records in Outlook will lead to a corresponding deletion in Salesforce. Q 14: How can I see not only my items in Outlook? A: SalesDesktop provides you with flexible filter possibilities. A filter contains a set of rules applied to Salesforce categories of records. Every single rule consists of record field, criteria and value to match. By default, these rules are set to allow access to only records owned by a particular user, and the user can change them the way he wants. Rule examples: To include your colleagues’ records into scope, change the Owner ID criteria from “equals” to “in” and select the required users from the list.





Fig. 9

To limit your Customers by location, add Billing or Shipping Country or State/Province with equal criteria and type the value you want. To select only the important Opportunities, set the rule for Amount, Stage or Close Date to correspond to your company’s values from Salesforce. Q 15: Can users see/modify/delete items, to which they do not have permissions on Salesforce? A: No, it is not possible. Such actions will be rejected by Salesforce during synchronization. But since Outlook does not support such actions, items changed in Outlook will remain changed in Outlook. Q 16: How can I close SalesDesktop? It does not have an <Exit> function in the menu. A: We do not support the “Exit” command in the context menu for the SalesDesktop icon in the system tray. SalesDesktop is a natural extension of the standard MS Outlook functionality, and such closing will be against the ‘Outlook rules’. Like many other add-ins, SalesDesktop can be closed by disabling the “SalesDesktop” add-in by using the “Com Add-Ins” form in MS Outlook. Q 17: SalesDesktop has indicated collisions. What should I do, and which direction will the collisions be resolved? A: Usually, a collision occurs when synchronization discovers that an item has been changed on both your computer and Salesforce since the last sync session.





SalesDesktop notifies you about such collisions with a pop-up balloon with an exclamation mark over its taskbar icon.

Fig. 10

To resolve the collision, you can pick the copy of the item you want to stay with. The other copy will be replaced. Also, you can select those fields that you want to save in the result. You can resolve all collisions the same way by using the buttons “SalesDesktop overwrites / Salesforce.com overwrites” at the top of the form. Alternatively, you can skip the collision and resolve it later by opening the corresponding dialog window from the SalesDesktop context menu. Q 18: SalesDesktop shows me a “Confirm synchronization” window. Why does it appear? A: If synchronization has found some irreversible operations such as delete, then the “Confirm synchronization” window appears. The synchronization then is paused and requires you to confirm such operations or revert them.





Fig. 11

Q 19: A new item, which was added to Outlook, did not appear on Salesforce after synchronization. Why did this happen? A: Items cannot be synchronized with Salesforce.com if all the necessary fields in MS Outlook are not filled. In other words, this means to synchronize successfully, you need to fill in all the necessary fields. You can find this and other items, where SalesDesktop can not successfully process the required operations for one reason or the other at the Check Issues page of the SalesDesktop Control panel, which can be opened from the SalesDesktop taskbar menu.





Fig. 12

Q 20: Is it possible to save mails automatically while sending/receiving them? A: SalesDesktop supports two ways of tracking mails: manual and automatic. Manual means you select the item to link to your mail by hands, while automatic means SalesDesktop will connect your mail with a contact automatically. Mail will be saved automatically, if the “Save correspondence to the Salesforce” box is checked for the item.

Fig. 13





Q 21: Is there a possibility to automatically set the “Save correspondence to Salesforce” option for every new Contact, Account or Lead? A: The current version of SalesDesktop does not provide such possibility. But it is possible to create a special custom version for your company that will have this functionality enabled automatically for all new Contacts, Accounts and Leads. Please send us a request to [email protected] in case you are interested in such version. This option has been turned off for every new Contact or Lead in the standard version. You can manually turn it on for every item. Adding a “Track Conversation” field to the Contacts or Leads list view makes it easier to control the status of this field. When this field is added to the view, you can change the status of the “Save Correspondence to Salesforce” field with just drag&drop. All you need: 1. Add the “Save correspondence to Salesforce” field to the view. You can find this field as field “sf Track Conversation” field in the list “User-defined fields in folder”:

Fig. 14

2. Group items by this field 3. Drag&Drop the selected contacts into the target group (group with the required value in this field)






Fig. 15

You can also change the title of this field by using the Format Columns dialog:

Fig. 16

Q 22: Does SalesDesktop Outlook integration for Salesforce.com catch duplicates? For example, if a new rep, who joins a company and has contacts in Outlook that are already in our Salesforce. Will SalesDesktop create duplicates when he syncs his contacts?





A: SalesDesktop will allow duplicates, only if a user has private contacts, with the same names as newly downloaded contacts from Salesforce. Usually this can happen during first synchronization with Salesforce, if a user had a local copy of contacts, which are also accessible in Salesforce. However, SalesDesktop has an inbuilt deduplication logic, and will inform about duplicates, when a user tries to create a duplicate in his Outlook, or if a user is synchronizing duplicates from Salesforce to Outlook, or vice-versa. In that case a special menu will ask the user to select which records a correct, and the duplicated items will be removed. This logic if configurable and we can also provide you with a custom version that allows all kinds of duplicates, in case your organization needs it. Please send you inquiry to [email protected] Q 23: Do you support custom objects and custom fields? A: SalesDesktop supports customization as special solutions designed by our Support&Deployment Department on customer request. The limitation here is that InvisibleCRM currently does not provide such end-user tools. If you need specially customized SalesDesktop, please, discuss this with your InvisibleCRM account manager or send a request to [email protected] and our representatives will give you all necessary details. Q 24: What will SalesDesktop do with Salesforce contacts and activities (task and calendar items) if I uninstall it? A: The uninstallation of SalesDesktop will remove all the Salesforce items from the storage, where SalesDesktop has been installed. It is highly recommended to synchronize all of your recent changes before SalesDesktop uninstallation. Q 25: How can one uninstall your company’s apps? A: To uninstall any of our apps: 1. Open the Control Panel 2. Select the Add/Remove programs (or Programs/Features) 3. Select the application that you want to uninstall 4. Press the Remove button and wait for the uninstallation to be finished If you are going to uninstall SalesDesktop, please, note that all Contacts, Events and Tasks shared with Salesforce will be deleted from their folders. In case you want to keep Salesforce Contacts, Calendar Events and Tasks, you need to stop sharing them (or convert them to Outlook type) before SalesDesktop uninstallation . Note: Outlook must be closed during the uninstallation of SalesDesktop. Q 26: How can I convert a list of Outlook contacts to Salesforce and vice-versa? For example, after exporting contacts selected at the show. A: Exported contacts usually are standard Outlook Contacts shown in standard Outlook form not extended SalesDesktop form. You can see this by standard Outlook icon for such contacts. Therefore, there is not possibility to change sharing with Salesforce status for them.







To convert Outlook contacts to SalesDesktop contacts, you should: a. Select the list of desired contacts b. Go to the Actions tab and select Convert to Salesforce (for OL 2003 and OL 2007):

Fig. 17

c. For Outlook 2010 use the “Convert to Salesforrce” button at the upper right part:





Fig. 17.1

To convert SalesDesktop contacts to standard Outlook contacts, simply use the “Convert to Outlook” option. Q 27: Why is the number of records calculated at the SalesDesktop Filters dialog differs from the number of records downloaded into the Outlook folders from Salesforce? A: The reason for this is that SalesDesktop synchronizes items passed through the SalesDesktop filters and their relations. For example, if a Salesforce Contact has passed through the filters, SalesDesktop downloads the Account, which it belongs to, into the Outlook during the same synchronization session. And, it does not matter if this Salesforce Account has passed through the filters itself or not. You can find the same relationship between an Account and its parent Account, an Opportunity and the Account it belongs to, a Case and the Contact it relates to, and so on.





Fig. 18

Q 28: How to convert a LEAD into a CONTACT inside the Outlook using SalesDesktop? A: It’s not so simple because converting lead into contact may have very complicated logic on background at the most cases very customized. So to convert Lead into a Contact you are welcome to your salesforce account. When you have selected or opened any record in your Outlook, it is very simple to open the same record in

Salesforce by simply clicking on the red S button at the upper left part of Outlook Q 29: When I click the “Save email” button and pick an account from the list, nothing seems to happen. How is it supposed to work? A: When you click Save Mail, the system does the following: - attaches the currently selected email to the selected CRM object; - email gets the red follow-up flag in Inbox; - creates a task (which you can see in the Tasks folder immediately) where: - the subject of the task is the email’s subject with the <Email:> prefix - the body of the task is the email’s body - the task is associated with the selected CRM object - the status of the task is <Completed> - synchronizes the task with Salesforce.com during the next sync, so, in this way, the email gets





attached to the Salesforce.com object Q 30: In “SalesDesktop Control Panel” I receive a check issue “The record could not be synchronized because it’s currently opened in inspector”

Fig. 19

A: That normally happens if you have the object open when you run the synchronization. Just save and close the record in Outlook, then run the synchronization again and the issue should clear.





3. Troubleshooting

Q 1: It is not possible to install your products with an error “Installation package couldn’t be opened”. What is to be done in this case? A: The reason is an incomplete download of the products. Usually, this type of problems resulting poor Internet connection or any other external influence. To solve the problem, it should be enough to download the installation file again, or ask our support team at [email protected] to resend you the installation package through email. Q 2: I have received an error “Data structure collision” upon SalesDesktop installation, what should I do? A: This means that you tried to install SalesDesktop on a Mailbox, which already has SalesDesktop folders and objects from another installation on a different machine. You must always uninstall SalesDesktop from one machine, before installing it to another one. (In case one and the same Mailbox is used on both machines) This error will require our technical assistance in order to clean the Mailbox structure. Please send your request to [email protected] and we shall assist you via live meeting. Q 3: Why is synchronization with Salesforce so slow? A: There can be two possible reasons: 1. This is the first SalesDesktop sync and it always takes more time because all your Salesforce items should be processed. The next sync will process only the changes that have occurred after the first sync, so it will be much faster. 2. You are trying to bring in too many records into your Outlook. Please, take a look at SalesDesktop Options Synchronization Filter section check the number of Salesforce records available for synchronization. We’d recommend you to set up your filters in such a way as to have no more than 5,000 records. Q 4: After SalesDesktop first synchronization I got duplicates for all my business contacts. What is the reason for this, and how can this problem be solved? A: You can face such situation if you’ve stored your business contacts in both Salesforce and MS Outlook before the installation of SalesDesktop. SalesDesktop does the following actions: 1. During installation, SalesDesktop marks all contacts, events and tasks in the Outlook storage, where it has been installed as your personal (Not shared with Salesforce) items. 2. The first SalesDesktop synchronization brings the items selected in Salesforce into the SalesDesktop installation Outlook folder according to the defined filters, and marks them as Shared with Salesforce items. After these two actions, you can get two sets of data (or records) – those shared with Salesforce and those not shared with Salesforce in the same folder. And, it is possible that you receive two copies of the same business unit – one Not Shared with







Salesforce and another downloaded from your Salesforce account and marked as Shared with

Salesforce. You can easily distinguish the “Shared with Salesforce items” ( ) from the “Not shared

with Salesforce items” ( ) by their different icons. For more visibility, you can group your contacts by <Salesforce shared> field, which you can find under the “User-defined fields in folder” group. All you need to do to solve this problem is to move the Not shared with Salesforce items, if they have duplicates on your Salesforce to any other Outlook folder. Q 5: After installing certain Microsoft Office security patches, Outlook starts to display dialog that reads: “A program is trying to access the e-mail addresses you have stored in Outlook. Do you want to allow this? If this is unexpected, it may be a virus and you should choose ‘No’.” What is responsible for this, and how can such problems be resolved? A: This message will be displayed when any third-party COM Add-in (not only SalesDesktop, but any other applications such as Plaxo) is installed into Outlook, and the local security policy for this computer and/or domain tells Outlook not to trust any installed COM Add-ins. Most probably, the following component has been installed on the Microsoft Exchange server, which your computer is connected to: Office 2003 Service Pack 3 Administrative Template (ADM), OPAs, and Explain Text Update (ORKSP3AT.EXE). To resolve the problem with constantly appearing messages, you can change the trust level for installed COM Add-ins, if you don’t have the administrative privileges or you are not a technically experienced computer user, please, contact your system administrator for assistance. To change the trust level, please, follow the instructions below: 1. Go to Start and choose the Run menu (or press [Windows logo]+[R] key combination) 2. Type “gpedit.msc” and press the Enter key 3. Go to: user_configuration\Administrative_Templates\Microsoft_office_Outlook 2003\ Tools_ Options\Security 4. Right-click on “Configure Add-Inn Trust level” and select “Properties” the from drop-down menu 5. On the new window, select “Not configured” and then click OK Q 6: I cannot see any activities under the Activities tab for Salesforce Contacts. What is responsible for this? A: Such situation can be the result of not installing SalesDesktop at the default pst folder. Usually, when you open the Activities tab for an item, which is not in the default folder, Outlook shows the following message:

Fig. 1

And, after that, you can see an empty Activities page:





Fig. 2

This is a standard Outlook behaviour. All you need to is to follow the Outlook instruction and set up folders to be shown on the Activities tab: 1. Select the folder that you want to set up the Activities tab for 2. Right-click on it 3. Click Properties 4. On the Activities tab, select the folders that should be shown at this tab The only limitation from Outlook is that you can only select the folders from the same storage. Q 7: SalesDesktop has not been loaded with Outlook start. Why it could happen? How can I make it loaded? A: One of the known causes of this problem is connected with ActiveSync synchronization: When you have ActiveSync installed, and ActiveSync runs Contacts synchronization while Outlook is closed: 1. ActiveSync runs Outlook in a hidden mode 2. After ActiveSync synchronization is finished, Outlook is still running as a process from its memory 3. When Outlook is opened, it activates the process from its memory, but this process has turned off the SalesDesktop add-in





To fix the problem, you need to do the following: 1. Make sure that there are no unsaved documents during your Outlook session 2. Close Outlook 3. Make sure that there are no Outlook processes in the program’s memory. If there are, terminate them 4. Launch Outlook in the usual way Q 8: Why are the birthday reminders in my Calendar being duplicated? A: This is happening because of the standard Outlook behaviour: As soon as you save changes at the Birthday Contact field Outlook creates a new yearly recurrence with date equal the new contact’s Birthday date. There is no possibility to disable this feature. Let’s summarize and say that such recurrent event is created by Outlook every time: - you add a new Contact with specified birthday date - you change a birthday date for contact You can see this even without SalesDesktop installed. When Outlook created such event at the pc with SalesDesktop installed this event is created as <Not Shared with salesforce>. From the all above we can find out the reason of duplicating such events: 1. Every time you uninstall SalesDesktop it removes all shared with salesforce.com items at the special back-up folder. It leave all not shared items. This means that during SalesDesktop uninstallation it removes all shared Contacts but leaves all created for them birthday reminders. 2. Next time you install Salesdesktop the first synchronization brings back all Contacts with their birthday dates. This means that Outlook again creates a birthday recurrence for every added contact with specified birthday date and you receive the duplicates.

Fig. 3





Some applications like Plaxo, for example, propose to delete such duplicates. If you use any of them you can use it to clean your Calendar from such duplicates.

Fig. 4

Q 9: SalesDesktop installation fails with the error message: “The feature you are trying to use is on a network resource that is unavailable.”

Fig. 5





A: It is a known issue from the Windows Installer. The work-around is to save the installation package under the path the Windows tries to find it. Q 10: I’m receiving an error message “REQUEST_LIMIT_EXCEEDED: TotalRequests Limit exceeded.” What can I do to resolve this? A: This message comes from Salesforce itself. Some Salesforce licenses have a limit of connections during 24 hours. So it seems you have reached that limit for current day by synchronizing to often or updating a large amount of crm objects. All you need to do is wait for next day, and your limit should be reset. You can also contact your Salesforce administrator to increase or remove the limit of requests for your SFDC license.





4. Other Q 1: Which Salesforce Editions does SalesDesktop support? A: SalesDesktop is compatible with Salesforce Editions that support WS API (Enterprise and Unlimited) and Professional Edition. Q 2: Does SalesDesktop interface with Salesforce Professional Edition without an API add-on? A: Yes, it does. Since InvisibleCRM is a certified Salesforce partner, Salesforce API works with our solutions, even if user’s organization has the Professional Edition that is not API enabled. Q 3: Does SalesDesktop work for MAC? A: Unfortunately, we do not run our products directly on the Apple platform, although we know of some cases, when our software has been used on Macs through solutions from Parallels (http://www.parallels.com/products/desktop/), which allows Windows application to work on Macs. Some cases of such application are possible, even within the Salesforce itself. Q 4: How do you manage the credentials (login and password) for Salesforce? A: We handle this over API, and thus, support all the securities, which can be supported by Salesforce itself. Q 5: Does SalesDesktop support Personal Accounts? A: Yes, Personal Accounts are supported in our Outlook integration. - They are exposed in Outlook as standalone objects - They are available offline, so, any changes will be synchronized with Salesforce.com It is already included in the package, so, no extra fee or custom development is necessary. Q 6: How can I buy your product? A: Simply send your request to us at: [email protected]


Technology

SalesDesktop FAQ