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Shared Folder Support in the Outlook Integration

Sales reps can now log emails and events to Salesforce from Outlook shared folders, which provide delegate access to an Outlook inbox and calendar. Reps can also create, view, and edit Salesforce records directly from the shared folder. If sales reps share a public email alias such as info@company123.com, they can now log communications from that address to Salesforce records.

Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer editions.

When: Shared folder support is available after all Salesforce production orgs receive the Winter ’21 major release update. To get the major release upgrade date, go to Trust Status.

Who: Shared folder support is available to customers whose Salesforce orgs have Enhanced Email enabled and meet the following requirements:
  • Exchange Online (build 15.20.3283.23 or later)
  • Email client is one of the following:
    • Microsoft 365 (also called Office 365) subscription version 1910 (build 12130.20272) or later
    • Office 2019 one-time purchase (retail) with a build version 1910 (build 12130.20272) or later
    • Outlook on the web

How: Reps access the integration from a shared folder, just like they do from their primary inbox or calendar. Because of the nature of a shared folder, some Salesforce Inbox productivity features, such as email tracking and insert availability, aren’t fully supported. For example, email opens are only visible in the sending user’s engagement feed. When inserting availability, only the current user’s availability is shown, not the shared folder availability.