Revenue Inbox for Salesforce Frequently Asked Questions (FAQs)¶
Besides serving as a Mailbox ↔ Salesforce integration tool, Revenue Inbox is an integral part of RevenueGrid.com’s premium Sales Engagement Platform Revenue Grid. Check this article for more information.
1. What is Revenue Inbox for Salesforce?¶
Revenue Inbox is an app for MS Outlook/Office 365 and Gmail that brings the power of Salesforce right into your mailbox. It is a smart portal embedded into your personal email program, available from inside your email box, calendar, contacts and tasks tabs.
Note that RI is not a standalone application: it is installed in MS Outlook Desktop, Web, or Mobile implementation, or in the Chrome browser. Revenue Inbox provides access to Salesforce from MS Outlook, Office.com, and Gmail/GSuite, conveying all required details about to an email, task, or calendar item in real time. It allows to complete typical business communication and CRM tasks with maximum effectiveness without ever leaving your email box to navigate to Salesforce.com.
Hosted on secure Microsoft Azure cloud infrastructure, Revenue Inbox automatically synchronizes contacts, tasks, calendar events, etc. with Salesforce, also applying customized filters (views), user data access permissions, custom objects, and other peculiarities of your Org’s configuration. Owing to 24/7 server-side data synchronization, all your devices connected to your mail sever can share data in Salesforce via RI Sync, and you can view, manage, and update this data via RI Sidebar installed on a supported platform.
Revenue Inbox is a combination of two independent yet complementary components – a server-side synchronization engine and a client-side MS Outlook Add-In/Chrome Extension for Salesforce data displaying and conveying user input. The first part provides smart synchronization tools which allows business data to stay up-to-date across all MS Exchange, Office 365/Outlook.com, and Gmail connected devices; whereas the mail app allows you to process all Salesforce object types including custome ones, regulated by a set of customizable parameters.
Being a cloud based application, Revenue Inbox does not require any special security roles or authorizations to be configured in your company’s IT infrastructure. Any user in an Org who has an active Salesforce user license and an MS Exchange, Office 365, or Gmail account can set up Revenue Inbox without involvement of Salesforce and Exchange Admins, using OAuth and Single Sign-On mechanisms.
However, if a customer requires that, Revenue Inbox can be mass-deployed for multiple end users by the local Admin.
2. On what platforms can I run Revenue Inbox for Salesforce?¶
Revenue Inbox is a multiplatform cloud solution, you can run it in MS Outlook/Office 365 on Windows, MacOS, iOS, Android, or in a supported web browser on any platform. The full scope of Revenue Inbox features unfolds when it is used with MS Outlook 2013, 2016, 2019 on Windows or MacOS and in Office 365/Outlook.com running in a browser, however the product also provides solid and convenient Salesforce interaction when used on mobile platforms.
In addition, it is fully compatible with Gmail mailboxes via Revenue Inbox Chrome Extension, which you can use in Google Chrome browser or a Chromium based browser running on any supported platform on different kinds of devices.
Note that RI user interface (Sidebar) is rendered identically in all its implementations: the “cloud” implementation in MS Outlook Desktop, Outlook.com and Office 365 as well as in the “desktop” implementation. The Gmail implementation is also mostly identical.
3. How can I install the product? Is there a trial version to try out?¶
Refer to the following articles to learn how to install and run Revenue Inbox:
RI Setup by individual end users¶
- In Office 365
- All configurations on MS Outlook for Windows
- The special “desktop” (.msi) implementation
- The Chrome Extension to work with Gmail or GSuite
- In MS Outlook for iOS and Android
Bulk RI Setup by local email/Salesforce Admins¶
- All available deployment scenarios
- Mass RI Add-In deployment in Office 365 in your Org
- Mass RI Add-In deployment in MS Exchange in your Org
- Mass RI Sync authorization in your Org
- Mass RI Chrome Extension (Gmail / GSuite) deployment your Org
Revenue Inbox Trial version¶
There is a trial version of the product available for download; the trial’s limitations: this version is identical to the full one but it is limited to 30 days of use (extendable by request sent to our Sales team). If you don’t want to use an actual Salesforce account or Salesforce sandbox to try out Revenue Inbox features, you can run it with sample data.
The free version of Revenue Inbox Add-In¶
Besides the trial version which you can download via the above link, there is the free version. This version is activated in one of the following cases: if Revenue Inbox is installed for an email account without purchasing a license or if the license of an installed Revenue Inbox copy expires. This version has no access to RI Customization and Synchronization settings and its synchronization is suspended.
I’ve installed Revenue Inbox Add-In and I’m prompted to log in into it. What login and password should I enter? I wasn’t provided with any special login credentials for RI.¶
Revenue Inbox login is based on Salesforce Single Sign-On authentication, the credentials to be used is your Salesforce login and password; they are entered into a Salesforce SSO window which is opened in your browser.
4. Is data processed via Revenue Inbox transferred and stored securely? What servers and protocols are used by the product?¶
Revenue Inbox does not store any correspondence or CRM data processed over it, it solely transfers data between your email server and Salesforce over secure Microsoft Azure protocols with TLS 1.3 encryption; your email service and Salesforce access credentials are not kept in Revenue Inbox, the product’s interactions with your email server and Salesforce are authorized via OAuth 2.0 protocol on Revenue Inbox setup. Refer to this article for more information on our Privacy and Security standards. Microsoft Azure Datacenters involved in data transfer over RI are located in Southeastern USA. Note that Revenue Inbox servers’ location does not noticeably affect processed email and CRM data transfer speed regardless of the end users’ location, since their mail servers belong to Microsoft Exchange/Office 365 or Gmail infrastructures and all data transfer is carried out on the server side.
5. Does the ongoing Revenue Inbox synchronization consume much Internet traffic?¶
Since data exchange is carried out between your email server and Salesforce server while your local email client and the Add-In/Chrome Extension only serve to display data and convey your choices and actions, synchronization does not consume any noticeable amount of your local internet traffic. See this article for more information on RI Sync engine’s functions.
6. Does ongoing Revenue Inbox synchronization generate many Salesforce API calls?¶
7. Revenue Inbox creates multiple copies of the same calendar event in on sync sessions, what should I do to fix that?¶
This behavior and other kinds of unexpected sync behavior usually indicate that there is other software transferring data between your email service and Salesforce API, causing data transfer conflicts with Revenue Inbox. When you are using Revenue Inbox there should be no other software running that performs data transfer between your email service and Salesforce API (e.g. Salesforce Lightning sync, Salesforce Inbox, Salesforce for Outlook, etc.) Running different MS Exchange – Salesforce sync applications simultaneously will cause sync conflicts and items duplication. If you encounter this kind of unexpected behavior, please check that with your Salesforce admin or, if you are a Salesforce admin, check for such software in the following places:
After you find apps which cause sync conflicts, please refer to this Salesforce Help article to learn how to disable them. Please also note that apps which use Salesforce API but do not exchange data between Salesforce and MS Exchange/Office 365/Gmail will not cause sync conflicts.
8. How is Revenue Inbox priced? What subscription plans are available? Are there custom tailored solutions available?¶
Please refer to this article for detailed information on product plans and pricing. We also offer custom modifications of Revenue Inbox to suit our Enterprise customers’ preferences.
You can get the Add-In from Office Store or AppSource; don’t hesitate to contact our Sales directly with any specific questions.
9. What is the difference between Revenue Inbox Adaptive view and Classic view?¶
10. Can I use the same Salesforce and Revenue Inbox account to process messages from my corporate mail via the MS Outlook/Office 365 Add-In/Chrome Extension and from my Gmail via the Chrome Extension?¶
No, emails and events processing as well as Revenue Inbox sync are tied to a specific email account, so you would need to create two separate accounts within your Salesforce Org to do that.
11. Things are clear about creating new Salesforce records, updating them, establishing associations among records, and searching among them… how can I delete a Salesforce record via the Outlook Add-In/Chrome Extension?¶
To prevent unintended data deletion, Revenue Inbox does not offer a direct possibility to delete a record from Salesforce, the user-initiated ones (but carried out by RI Sync engine) being
- calendar event deletion syncing
- one-way synchronization
- duplicate records merging via the Add-In/Extension, which is based on Salesforce records merging
As a workaround, to quickly delete an email, event, or another object from the CRM, you can open it in Salesforce by clicking the icon next to a business or person object related to it in RI Sidebar and quickly delete it directly in Salesforce.
12. How does Revenue Inbox match MS Exchange emails, calendar items, tasks, and contacts with Salesforce objects?¶
Please see comprehensive information on objects/fields matching patterns in this article.
13. Dedicated Salesforce Emails, Salesforce Tasks, Salesforce Contacts folders in MS Outlook created by RI Sync¶
What are the “Salesforce Emails”, “Salesforce Contacts” folders and the custom “Salesforce” category created in my MS Outlook/Office 365 after Revenue Inbox synchronization is activated? Why do they appear again if I remove them, even though the RI Sidebar is not opened or the Add-In is disabled?
These dedicated folders and the custom category are created in MS Outlook/Office 365 on the very first RI sync session; to get an email, calendar item, contact, or task shared in Salesforce by RI synchronization, you need to move it to the corresponding custom folder or assign it the custom Salesforce category in MS Outlook.
This items handling mechanic is essential for RI synchronization, that’s why these folders and the category are automatically re-created on the following sync session, if they were removed. These folders and the category work completely independently from the Add-In; they also might temporarily disappear after customization reapplying, before synchronization creates them afresh.
14. What onboarding materials/user guides are available for the product?¶
This Knowledge Base is the ultimate source of general information as well as specific guidelines, in-depth explanations, and administration instructions for Revenue Inbox for Salesforce. A selection of Knowledge Base articles can be exported to .docx or .pdf documents for your specific needs, upon request.
15. Can RevenueGrid.com conduct Revenue Inbox use trainings for our company?¶
Remote trainings as well as onsite trainings (for Enterprise customers) can be arranged. Contact our Support Team to request product training.
16. I’ve added a field to an object in Salesforce and I do not see this field in Revenue Inbox, how to enable it?¶
To include the new added field into Revenue Inbox processing scope, open RI Customization page and enable the added object field via its central pane. Also note that after you add a new object field in Salesforce, it may take up to 4 hours for the new field to be added to RI Customization central pane; if you want to force this update, click Save at the top of Customization page without making any changes - that will initiate refreshing of objects and fields in RI Customization configuration.
17. Our Org uses custom Salesforce object(s) and I do not see these objects in Revenue Inbox, how to enable them?¶
Please refer to this Knowledge Base article for complete information on how to add custom objects to RI handling scope.
18. I have made adjustments in a calendar item in MS Outlook/Gmail calendar (or in Salesforce), but they did not get mirrored on the other end. How to fix that?¶
Calendar items syncing is carried out by RI sync component on sync sessions performed on the server side. The regular sync sessions interval is 30 minutes, however, in the latest RI updates calendar items insta-sync was introduced, so extra sync sessions get triggered on calendar items creation, updating, or deletion (if they are marked with the custom Salesforce category) – therefore these calendar updates will be synchronized in Salesforce within 1-3 minutes.
What to check if calendar item update on either side is not reflected on the other:
- Try forcing RI sync; make sure that RI sync is set up and active (not paused or suspended due to an error)
- Check that the calendar item being synced does not belong to the exceptions which do not get mirror-synced
- Calendar items which RI sync cannot share:
• MS Exchange/Office 365 all-day events which have a duration of over 24 hours (a Salesforce limitation)
• Series of recurring all-day events
• Calendar items which are set in problematic time zones
- In addition, refer to this article for detailed information on calendars syncing exceptions
- Finally, there are customer-specific one-way synchronization options – check with your local Salesforce admin whether that is applicable for your Org
19. I use several email accounts for my business correspondence and I want to connect both of them to my Salesforce account? How can I do that?¶
Revenue Inbox is based on the following fundamental principle: one email account is connected to one Salesforce account. Therefore, the above scenario is impossible to implement. For the same reason several Salesforce accounts cannot be connected to a single email account via RI.
However, if such scenario is required, as a workaround you can set up your email accounts each connected to a separate Salesforce account within the same Org (requires an additional Salesforce and Revenue Inbox license). The same concerns using RI Chrome Extension for Gmail.
Also note that RI can automatically recognize and match different MS Exchange/Office 365 alliases used for the same email account.
20. Can I use Revenue Inbox if I use MS Outlook Desktop to work with Gmail emails/events?¶
This RI use scenario is no longer officially supported. We recommend you to use Gmail/GSuite web interface and RI for Salesforce and Gmail Chrome Extension instead.
21. A Lead/Contact sometimes responds to an email thread using one’s secondary email address (which is also registered in my Salesforce). Is there a way to share these responses in the same thread?¶
22. My mobile device/workstation sometimes loses Internet connection, can I still use Revenue Inbox?¶
Revenue Inbox collects user input (selections, actions, fields entry and so on) via their email clients – using the Add-In or Chrome Extension, and transferring of that data in real time requires availability of Internet connection.
At that, RI Sync engine works on the server side and the mechanisms used for sharing items in Salesforce over RI Sync are more fundamental, based on MS Outlook client ↔ MS Exchange/Office 365 server data transfer. If you share an email or calendar item (also an MS Outlook Task or Contact) from your email client using the custom Salesforce folder or category, the moment your client gets connected to your mail server this item’s syncing in Salesforce will be initiated.
This way, you can mark items to be shared while offline and as soon as connection becomes available, their syncing will start. See the following articles to learn how to share items via dedicated folder/custom category:
23. Why does Revenue Inbox always link saved Activities (emails and calendar items) to an Account?¶
This mandatory pattern is based on a Salesforce requirement, see Salesforce Help article 1 and article 2 for more information. The exception is Tasks, EmailMessages, or Calendar Events linked to a Lead, since Leads require no Salesforce Account registration.
24. Does Revenue Inbox allow saving items from a shared mailbox?¶
No, no such items saving scenarios are supported. As a workaround, you can forward items to an individual mailbox and save them from it.