Syensqo IS - Customer Support

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titleNAVIGATION


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titleHow to install the spell check function on Google Chrome
  • In Google Chrome, go to Settings.
  • Click on the 3 lines icon on the top of Google Chrome page. Then click on "Settings".
  • Click on "Show advanced settings"
  • Click on "Language and input settings"
  • Select your language and tick the box. After selecting your language, tick the "Use this language for spell checking" box and click on "Done"
  • Switch off and restard your laptop


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titleHow can I solve the SSO Login problem ?

Please, just follow the different steps in the following document

 SSO LOGIN - SUPPRESSION DU COOKIE.docx


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titleHow can I access Salesforce from outside Solvay network?

Launch your webbrowser (Chrome) and enter this URL for Production: https://solvay-CRM.my.salesforce.com 
Enter you Active Directory (AD) / Solvay Network username and password.
You reach your Salesforce CRM Home page.


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titleHow do I request new access to Salesforce or update current access rights?

If a new user or a change in access rights is needed, you should request your CRM champion or GBU Data Admin to open a request in Salesforce, by following the 'Need Help' under 'Helpful Links' in your their Home Page. Choose "User Creation Request", fill in all the needed information and save. Your request will be automatically sent to . This will automatically direct them to Freshdesk.

Please remind them to be careful to select the Process "Salesforce CRM (OtC)", so the SBS CRM Support Team who will process your request. At every status change, you will be informed by emaildirectly get your request and to not forget to attach the excel file with all the required information.


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titleHow can I log in from my mobile device (tablet)? => TO BE CHANGED

Launch your webbrowser (Chrome) and enter this URL for Production: https://solvay-CRM.my.salesforce.com
Enter you Active Directory (AD) / Solvay Network username and password.
You reach your Salesforce CRM Home page. You can then add the page to your bookmarks and navigate as usual in the CRM.


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titleCan I use Salesforce on my mobile device offline?

Currently, it is not yet possible to use Salesforce offline on your mobile device. We are working on this to make it possible. We will inform you as soon as the offline mode is available!


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titleNumbers are not in the right format (e.g. I'm in France and all numbers are in Anglo-Saxon format, e.g. 50,300.21). Is it possible to change the number format and how?

Yes, the number format depends on the locale you have selected in your setting. For example, if you select the locale 'English - UK', numbers will be displayed in Anglo-saxon format.
To change, go to 'My Settings' > 'Personal' > 'Language & Time Zone' > Select your locale and the number format will be automatically adapted.


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titleHow can I expand the text areas in meeting reports and complaints to make it easier to write/edit?
If you want to type a long text , you could re-size any of the text box (eg summary or details…) by using the small slashed right corner at the bottom of the text box. This functionality is available only with Google Chrome. 


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titleHow to come back when editing report to the previous page; back button of the navigator goes too far back?

You can use the right click function before click on Edit to open a page in another tab.

Hover your mouse on the tab/object you want to work on, do a right click and select Open link in new tab.


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titleI'm not able to see all the buttons...

Sometimes, it's not possible to see all the buttons of the pop-ups windows. For example, here after the "OK" button" is hidden. We can see only the end of the "K".

Image Added

This is due to Chrome windows size. If you enlarge the windows to the maximum, the buttons will appear and it will work fine.



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titleCHATTER


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titleWhat is Chatter?

Chatter is an application designed to enhance collaboration and is embedded within the tool. You can “follow” any object or record within the tool, such as people, accounts, opportunities, etc. The advantage is that once you are following a record, you are notified when changes are made. You can also post files to share information and get feedbacks from colleagues and make comments on objects and records. This is a very important feature to enhance collaboration and to help you be follow the activities, opportunities, accounts, etc. you are interested in.


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titleHow can I follow an opportunity, accounts, colleague, etc.?

On all pages, you can see "Show Feed / Hide Feed" link. Click on Show Feed, then to follow a record or a colleague, click on the green button "Follow". You can unfollow by clicking on the cross next to "Following"


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titleHow can I avoid that people follow me on chatter?

There is no possibility to stop people from following you.


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titleHow can I avoid receiving Chatter updates?

Click on your name and select My Settings. In the Menu on the left, click on Chatter / Email Notifications. You can decide when to receive an email and define the frequency.



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titleGmail SynchronizationGMAIL SYNCHRONIZATION


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titleI created an event in Gmail but not see it directly in Salesforce. Is it normal?

This is normal. The synchronization between Gmail and Salesforce takes about 5 minutes. 

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titleSome of my events in Gmail do not appear in Salesforce. What can I do?

Not all events in Gmail are synchronized with Salesforce, so you can still enter some other activities in Gmail. If you wish to synchronize your events from Gmail to Salesforce, you have to flag the event with the red colour and make sure the event visibility is not on 'private'


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titleI want to create a contact from Gmail in Salesforce but I do not know if it is already in Salesforce. How can I quickly see if this contact already exists in Salesforce?

You can synchronize contacts directly from Gmail inbox or from your Contacts followed. Open the email or click on the contact and Cirrus Lightning For Gmail will indicate whether the contact, through the email address, is already in Salesforce.


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titleWhen creating a contact from Gmail to Salesforce, phone number is not captured automatically by Cirrus. , Is it normal? Which contact details are automatically captured by CirrusLightning for Gmail ?

Cirrus Lightning For Gmail will automatically fulfill the First Name, Last Name and the email address of the Contact.
The user can then fulfill the rest of the information such as:

- Account Name
- Language
- Phone numbers
- Function & Titles
- Address (Be sure to check that the Signature extraction is set to “Always Review Results” in Settings > Signature Extraction)


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titleI flagged a Google Calendar event with the red colour by mistake, so that the event is created in Salesforce. If I change the colour of the event, is it automatically removed from Salesforce?

No, changing the color of the event in Google Calendar does not delete the event in Salesforce. You can change the color in Google Calendar, but then you must go to your Salesforce calendar and delete the event there.

What can I do if Lightning for Gmail disappears from Gmail ?

First try the following instructions:

  1. Log into  Gmail account that hasn't Lightning For Gmail disabled and follow the instructions above to reenable it (i.e. change the account to a green check mark)
  2. If you do not have another Gmail account, follow the instructions below:
    1. Go to the Chrome customization menu
    2. Go down to Tools
    3. Select Developer Tools from the secondary menu
    4. Click on Resources from the menu at the top of the bottom panel
    5. Expand Local Storage on the left and then click on  https://mail.google.com
    6. In the Key column click on Is.gmailAccounts to highlight that row
    7. CAUTION:  make sure the correct row is highlighted before proceeding so that you do not delete the wrong data
      Click the  X  at the bottom to delete the highlighted Is.gmailAccounts row 
    8. Refresh your Gmail and the Lightning For Gmail panel should now return
    9. Sales force must be opened before Gmail or Gcalendar to make panel active.
    10. in case you loose panel connexion, you must close Gmail and re-open (Sales Force always opened first)

 

If this doesn't resolve it, please try reinstalling Lightning For Gmail AFTER completing steps above:

  1. Click on the three horizontal lines button in the top right of your browser 
  2. Click on More tools
  3. Click on Extensions
  4. Click the trash can icon to the right of "Salesforce integration for Gmail"
  5. Reinstall Lightning For Gmail Insight for Gmail from = Contact your support
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titleIf I delete an event in Google Calendar or Salesforce, is it synchronized (is it deleted in the other application)?
Events can be deleted in either Salesforce or Google Calendar. If you delete in Salesforce, it will be deleted from Google Calendar and if you delete in Google Calendar, it will be deleted from Salesforce (bi-directional delete)
  1. .




Yes, the number format depends on the locale you have selected in your setting. For example, if you select the locale 'English - UK', numbers will be displayed in Anglo-saxon format.
To change, go to 'My Settings' > 'Personal' > 'Language & Time Zone' > Select your locale and the number format will be automatically adapted.
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titleHow can I log a request if I have questions?
If you need support regarding Salesforce, you can open a request in Salesforce, by following the 'Need Help' under 'Helpful Links' in your Home Page. Choose "Support Request" , fill . You'll be automatically directed to Freshdesk. Fill in your question and the requested information and save. Your request will be automatically sent to
Please be careful to select the Process "Salesforce CRM (OtC)", so the SBS CRM Support Team who will process directly get your request.
You will then receive an Email with all the needed information regarding your Ticket.
At every status change, you will be informed by email. Do not forget that you can also contact your GBU Admin, your trainer or advanced users within your GBU.
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titleNumbers are not in the right format (e.g. I'm in France and all numbers are in Anglo-Saxon format, e.g. 50,300.21). Is it possible to change the number format and how?