Salesforce provides bounce management for emails sent directly from Salesforce. Bounce management tracks failed deliveries and displays a notification on the Contact or Lead record so users and system admins can update the email address. There are a few considerations for managing this data.
Access the Service?
- Requires an active user account; log into Salesforce with SSO
Issues/Questions
What does it mean when I see a yellow/brown exclamation mark next to a Contact or Lead email address at the top of their record?
- Salesforce has previously attempted to deliver an email, but that attempt resulted in a permanent delivery failure, also known as hard bounce
- Contact and Lead report fields 'Is Email Bounced', 'Email Bounced Date' and 'Email Bounced Reason' are updated automatically
What happens if I try to send an email from Salesforce to a Contact or Lead that is showing the exclamation mark?
- Salesforce will never try to send an email again until the email address is edited/updated
How does a student's email address get marked with an exclamation mark?
- Usually, when a student leaves the University, their Salesforce Advisee Record is deactivated at the same time that their Google account is deactivated
- However, if their Google account is deactivated first, and their Salesforce Advisee Record is still Active, any attempt to send an email through Salesforce (either directly or from an automated appointment notification) will result in their Salesforce Contact flagged with a hard bounce
What happens when a student returns to the University?
- If the student returns to the University and their Google account is reactivated - their abc123@case.edu email does become valid again
- But an existing Salesforce Contact hard bounced status does not reset automatically - meaning that Salesforce still sees their email as invalid
How can I resolve the hard bounce so that Salesforce will attempt to deliver an email to this Contact again?
- If you are a Sales Cloud user, edit the Contact with their new/valid/updated email address > Save
- If you are a Student Success user, contact UTech to update the email address
- UTech will edit their email fields, temporarily adding ".test" to the end, and then removing ".test" to reset their email status back to normal
Where can I find supporting documentation?