Salesforce - Gmail Chrome Extension User Guide

Note: After you have installed and connected your Gmail and Salesforce accounts, each user will see something slightly different in the right side panel, because - depending what email you are clicked on in your own inbox - the integration will try to match that specific email to a Salesforce Contact, Lead, or User (person) or other record (Account, Opportunity, etc.).

Log your existing inbox emails from Gmail

• The first thing the Salesforce Gmail Integration tries to do is match the person(s) on the email with a person in Salesforce (People widget). There are 4 different People types, identified by different icons:
  1. Sales Cloud Users (bear icon or personal photo) - never relate email to a User!
  2. Contacts (purple) 
  3. Leads (green)
  4. No match/does not exist in Salesforce (blue)
• If there are multiple matches, click on the yellow exclamation to display the selector and use it to pick the right record.

• In addition to (or instead of) associating an email to a person in Salesforce, you can associate it to other records. Click on an email, see below that the integration cannot find any existing match for the Salesforce, Inc. email selected in my Gmail inbox. However, by clicking Pick Records, you can manually search.

• Click Pick Records > this opens the Log Email pane > Select the dropdown next to 'Search Accounts…' > select Opportunities > start typing the name of an Opportunity in Search Opportunities > Select and Save

• After you click Save you will see 2 green messages at the bottom of the side panel (which mean success!):
  • The 'Email related' message means that the Gmail has been related in Salesforce to the Opportunity.
  • The 'Label added' message means within Gmail a new “Related to Salesforce” Label now is tied to this email.

• Notice that now the integration pane tells you the email is related to “New Opportunity” and Salesforce has already set the Last Activity Date to today (see the blue highlight in the image below) - activities in Salesforce are Tasks, Events and Emails.
  • Click any blue hyperlink (see the orange highlight in the image below) to open that record within the Gmail side pane.

Log customer email responses into Salesforce

• The same process applies whether you sent the original email through Salesforce or through Gmail, as long as you are using your abc123@case.edu email address as the ‘From’.
• When Salesforce can match the email to a Lead or Contact, the Log Now button appears next to Pick Records.
  • If you do not have changes to the People and additional records shown to relate to, select Log Now to quickly add to Salesforce.
  • If you do have changes to the relations, click Pick Records and follow the steps outlined above in logging existing inbox emails

• In Salesforce, the Activity Timeline shows each send and reply as individual activities.

Composing new emails within Gmail using Salesforce Email Templates

• Within Gmail, click Compose as you normally would to begin an email.
• You decide whether to select the Email Template first and manually update the merge fields, or, within Gmail you may type in the To recipient and let Salesforce identify the matched record on the right hand pane.
• Click on the word ‘Email Templates’ to open the search window.
• Identify the template you wish to use and then click on its name.
  • You will be prompted to populate the merge fields used on that template, or it may be autofilled if you have already added an existing matched email in the Gmail New Message window.
• Remember to use the icon dropdown next to Send To if you want to toggle between Leads or Contacts.
• Click Insert to add the template to your Gmail.
  • Review and make any customizations.
• You have 3 options to log the email into Salesforce - 2 options before clicking Send, and 1 after:
  1. In the right side pane, click to toggle on the 'Log on Send', which will copy this email into Salesforce and relate it to all of the People records selected

2. In the right side pane, click Pick Records to manually add/remove related records
3. With the right side pane collapsed, but with ‘Always remind me to log’ checkmarked – after you click Send within Gmail a window will popup allowing you add/remove related records and click Log (or Cancel)

Note: When using email templates, remember to REMOVE your Gmail signature if you have selected an email template that also has an email signature.

Note: Gmail integration is supported in Compose mode when using the smaller compose window, not in the full-screen compose window. Click the 3 dots highlighted below and deselect ‘Default to full screen’.

Create new records from the Gmail side pane

• You are enabled to create Leads, Tasks, and Events quickly in the integration side pane.

1. Select the record type and complete all required fields (marked with red star) > Save
2. The record is now Saved in Salesforce

Update existing records within the Gmail side pane

• Within the Gmail integration side panel, click to open any blue hyperlinked Salesforce record.
• You can edit any data that you are enabled to edit within Salesforce - no more, no less (with a few exceptions):

• If you want to pop out to the full Salesforce app window, click 'Show this record' in Salesforce on the top right.
  • The Chatter tab displays the Chatter feed for this record.
  • The Activity tab displays the Activity Timeline for this record.
  • The Related tab displays all the related records grouped by object.
  • Navigate to any related record and open it in the integration side panel!