Salesforce provides email tracking and engagement data, for emails sent from Salesforce, directly on the record's Activity Timeline and through reporting. When reviewing and assessing this data, there are a few things to keep in mind to make sure you understand it correctly.
Access the Service?
- Requires an active user account; log into Salesforce with SSO
Issues/Questions
How do I interpret the Email opened status in the Contact's Activity Timeline?
- The Opened and Last Opened notation is the time stamp when ANY recipient has opened the email
- The opened status includes CC: and BCC: recipients!
How do I interpret the First Opened and Last Opened fields in my Email Messages report?
- The First Opened and Last Opened fields record the date and time stamp when ANY recipient has opened the email
- The opened status includes CC: and BCC: recipients!
How do I ensure the Opened status data shows only engagement with the TO: email recipient?
- Do not copy yourself or other internal team member on the email
- Instead, to review your Salesforce email sends > click on the Reports tab > select 'All Reports' on the left > then in the search box top right type > "My Email Messages" > click on the returned report to run
- Clone this report if you would like to change any of the columns or adjust the filters
- Turn off automatic BCC on email sends directly from Salesforce
- Click your avatar (top right) > then click Settings
- On the left under Email > click My Email Settings
- Under Outgoing Email Settings > Question "Would you like to automatically BCC emails to your return address?" > Select No
- Click Save
Does Salesforce have any mechanism to automatically exclude internal email opens from the 'customer' email engagement metrics?
- Salesforce does allow IP ranges to be excluded from email engagement data. However, remote work prevents excluding internal colleagues with this method from being a usable solution.
Where can I find supporting documentation?