If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can reset that rep’s sync process. Resetting sync clears out and then restores the connections between a rep’s email and calendar applications and Salesforce records. Resetting the sync process doesn’t affect information stored in those records.
Required Editions
| Available to sync records from: Salesforce Classic, Lightning Experience, and the Salesforce mobile app |
| Available to set up from: Salesforce Classic and Lightning Experience |
| Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with Sales Cloud, Service Cloud, and Lightning Platform |
| User Permissions Needed | |
|---|---|
| To access rest sync: |
Manage Users AND Manage Lightning Sync |
- If set up to sync contacts using Lightning Sync for Microsoft Exchange, make sure that the reps’ Salesforce_Sync folder contains only contacts the rep wants to sync with Salesforce. Lightning Sync for Google users can ignore this step.
- If set up to sync events, make sure that events that the rep doesn’t want to sync are managed from the rep’s calendar application.
- From Salesforce Setup, enter Lightning Sync Status in the Quick Find box, then select Lightning Sync Status.
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Type a rep’s name, and click Reset Sync.
During the next sync cycle, Lightning Sync:
- Syncs all contacts between the rep’s Salesforce_Sync folder
(Microsoft Exchange) or Salesforce Sync group (Google Contacts)
and Salesforce. Lightning Sync excludes contacts that fall outside of the filters you
set in the rep’s sync configuration.
Note Contact sync doesn’t support Outlook categories, so contacts labeled with a Salesforce_Sync category that don’t exist in a contacts subfolder of the same name don’t sync with Salesforce. To avoid this issue, disable contact categories and select the Salesforce_Sync folder for new contacts in Outlook. See EAC - New Contacts Created In Outlook with ‘Salesforce_Sync’ Category Do Not Sync to Salesforce. - Syncs all events from the rep’s calendar application to Salesforce. Lightning Sync excludes events that fall outside of the filters you set in the rep’s sync configuration, or events that the rep prevented from syncing.
If you reset a user, recreate the data source to ensure they can reconnect to the external account. If you reset a user in a configuration with a user-managed account connection, the user must reconnect from their personal settings to sync events again. In any case, if the subject, start time, or duration of an event is edited after the reset and before a reconnection, the events don’t sync.
- Syncs all contacts between the rep’s Salesforce_Sync folder
(Microsoft Exchange) or Salesforce Sync group (Google Contacts)
and Salesforce. Lightning Sync excludes contacts that fall outside of the filters you
set in the rep’s sync configuration.