Syensqo IS - Customer Support

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titleGMAIL SYNCHRONIZATION (CIRRUS)


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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.

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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).

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titleWhat can I do if Cirrus Insight Lightning for Gmail disappears from Gmail ?

First try the following instructions:

  1. Log in to into  Gmail account that hasn't had Cirrus Insight 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 Cirrus Insight 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 Cirrus Insight 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 Cirrus Lightning For Gmail Insight for Gmail from here http://www.cirrusinsight.com/install/
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titleWhat to do if Cirrus calendar is no more synchronized with SFDC ?

On Cirrus Insight menu, you can see in the settings option:

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If you click on the settings option and go to the calendar settings, you will see this:

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Please click on the Calendar Sync option to see:

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Click on the option to enable the calendar sync.

After a Salesforce update, we might face such synchronization's issues between Cirrus and SFDC
  1. = Contact your support.




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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. You'll be automatically directed to Freshdesk. Fill in your question and the requested information and save.
Please be careful to select the Process "Salesforce CRM (OtC)", so the SBS CRM Support Team will directly get your request.
You will then receive an Email with all the needed information regarding your Ticket.
Do not forget that you can also contact your GBU Admin, your trainer or advanced users within your GBU.

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