Introduction
Salesforce users often face problems with Einstein Activity Capture when emails from Outlook do not attach to new or existing records. This leads to lost information and frustrated teams. The issue affects both newly added contacts and older records. The following guide dives into these challenges and shows practical steps to help resolve them.
Real-world Experience
Consider a real case that shows just how disruptive syncing issues can be.
I've been noticing that when I add a new lead or contact, the email I send from Outlook never shows up in Salesforce. On top of that, emails for older records sometimes disappear for no clear reason. It's really frustrating and makes tracking daily activities a guessing game.
Such syncing gaps aren't rare; many admins see similar patterns that disrupt workflow and cause uncertainty in daily sales operations.
Einstein Activity Capture Solution
The community and technical experts suggest several tactics to tackle Einstein Activity Capture syncing issues. Begin by checking that contacts are correctly set up in your linked Microsoft account folder. Verify that all users have accepted the necessary terms and that Activity 360 Reporting is activated. In some cases, re-assigning the EAC permission set may help clear stuck sync processes. Below are the steps needed to resolve this issue:
Verify Contact Setup
Ensure every new contact or lead is added to the 'Salesforce_Sync' folder in your connected Microsoft account. This simple step allows Einstein Activity Capture to recognize and sync the record.
Confirm User Acceptance
Double-check that all users have accepted the Einstein Activity Capture terms. Head to Setup > Einstein Activity Capture > Settings and review the user configuration. This ensures everyone is properly connected.
Enable Activity 360 Reporting
Go to Setup > Einstein Activity Capture > Settings and switch on Activity 360 Reporting. This action helps monitor and verify all manual and automated activity syncs.
Refresh EAC Permissions
If sync issues persist, remove and re-add users from the Einstein Activity Capture permission set. This can kickstart the syncing process and clear lingering connection issues.
Limitations to Consider
While these fixes help address immediate syncing issues, they might not resolve underlying system delays entirely. Long-term challenges could include intermittent sync delays and the need for routine manual checks, which add to administrative overhead.
Alternative Solution
It can be very frustrating when Einstein Activity Capture doesn't sync your Outlook emails and calendar events the way you need. DryMerge offers a different approach that can help with these gaps. DryMerge is an AI-native app that connects your Salesforce and Outlook account to make sure your emails, events, and attachments update accurately. It works by automatically linking the right details to the right Salesforce records, taking the guesswork out of your daily routine. With its AI tools, DryMerge picks out the information that matters most to you, keeping your Salesforce data clear and up-to-date.
EAC vs. DryMerge Comparison
| Feature | Einstein Activity Capture | DryMerge |
|---|---|---|
| Custom Object Sync | Automatic sync to custom objects isn't supported | Emails, calendar events, and anything else can be synced to your custom objects in Salesforce |
| Email Attachments | Attachments are not captured or saved to Salesforce | Email attachments are captured and saved in Salesforce however you need |
| Multiple Email Accounts | Cannot connect to both Gmail and Outlook simultaneously | Connects to both Gmail and Outlook simultaneously |
| Unstructured Data Processing | Limited ability to extract and organize meaningful data from unstructured email content | AI processing of unstructured email content to extract key details and create structured records |
| Data Enrichment | Basic activity logging with minimal data enrichment capabilities | Intelligent enrichment that pulls contact details, action items, and key insights from communication data |
By addressing these key limitations of Einstein Activity Capture, DryMerge offers a comprehensive solution that empowers your team with superior data handling capabilities. From intelligent processing of unstructured data to advanced enrichment features, DryMerge transforms your communication data into actionable insights while providing the flexibility to work with custom objects and multiple email accounts.
Tired of Einstein Activity Capture issues?
We'd love to show you how DryMerge handles emails, calendar events, and unstructured data extraction more reliably and accurately than Einstein Activity Capture.
