---
schema_version: "1"
id: 28db7dd7ab35c5b87ec158d119240cab4de2bc01dde45c33ceafef4014b20db7
title: Salesforce for Outlook (Retiring) FAQ
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/faq_sfo.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.faq_sfo.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 43007ee028520107cee9bf4b8848927e4592a89643f7e723e97d036a8132d2f7
description: Find answers to frequently asked questions about Salesforce for Outlook.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# Salesforce for Outlook (Retiring) FAQ

Find answers to frequently asked questions about Salesforce for Outlook.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience, if <a href="https://help.salesforce.com/articleView?id=000351596&amp;type=1&amp;mode=1&amp;language=en_US" target="_blank">Salesforce Classic is available in your org</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with the purchase of Sales Cloud or Government Cloud in: <strong>Personal</strong>, <strong>Contact Manager</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_important.png)

Important Full product retirement for Salesforce for Outlook is scheduled on January 30, 2027. See [Salesforce for Outlook Retirement](https://help.salesforce.com/s/articleView?id=000393445&type=1&mode=1&language=en_US). To keep integrating Microsoft Outlook with Salesforce, check out our next-generation products: the Outlook integration and Einstein Activity Capture. See [Move from Salesforce for Outlook (Retiring) to the Next-Generation Products](https://help.salesforce.com/articleView?id=outlookcrm_sfo_move_parent.htm&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:26.5%">
        <col style="width:73.5%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140679e102">Category</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140679e105">Questions</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>General Salesforce for Outlook Questions</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_private_items.htm&amp;release=264.0.0&amp;type=5" title="Private items in Microsoft Outlook and Salesforce differ in unexpected ways. Before choosing to sync private events, consider how they’re displayed to colleagues in each system.">What's the difference between private items in both Salesforce for Outlook (Retiring) and Microsoft® Outlook®?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Installing Salesforce for Outlook</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_support_terminal_servers.htm&amp;release=264.0.0&amp;type=5" title="No. Salesforce for Outlook does not support terminal servers, such as Citrix.">Does Salesforce for Outlook (Retiring) support terminal servers?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_is_my_installation_failing.htm&amp;release=264.0.0&amp;type=5" title="It’s possible that your system doesn’t meet all system requirements for Salesforce for Outlook. Verify your system meets these requirements, then try installing Salesforce for Outlook again.">Why is my Salesforce for Outlook (Retiring) installation failing on the prerequisites screen?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Configuring Salesforce for Outlook</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_map_to_a_custom.htm&amp;release=264.0.0&amp;type=5" title="Yes. You can map a Salesforce field to a custom Outlook field, or an Outlook field to a custom Salesforce field using Salesforce for Outlook.">Can I map custom fields I’m syncing with Salesforce for Outlook (Retiring)?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_mass_configure.htm&amp;release=264.0.0&amp;type=5" title="Yes, you can create a configuration in Salesforce and assign it to profiles or even specific users. When those users set up Salesforce for Outlook, the configuration's settings are automatically deployed to Outlook.>">Can I mass configure Salesforce for Outlook (Retiring)?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_use_advanced_filters.htm&amp;release=264.0.0&amp;type=5" title="Admins can use filter logic to limit which records your users sync using Salesforce for Outlook, but users can’t.">Can I use filter logic in Salesforce for Outlook (Retiring) datasets?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Syncing with Salesforce for Outlook</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/articleView?id=faq_import_general_should_i_use.htm&amp;language=en_US" target="_blank">Should I sync Outlook or
                use import wizards to upload my data into Salesforce?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_sync_person_accounts.htm&amp;release=264.0.0&amp;type=5" title="No. You can’t upload person accounts by using Salesforce for Outlook.">Can I sync person accounts by using Salesforce for Outlook (Retiring)?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_add_cases.htm&amp;release=264.0.0&amp;type=5" title="Yes, Salesforce for Outlook supports adding emails to Salesforce as cases.">Can I add cases using Salesforce for Outlook (Retiring)?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_assign_to_custom.htm&amp;release=264.0.0&amp;type=5" title="You can assign synced events and tasks to several different objects, including custom objects, but you can assign synced contacts only to accounts.">Can I associate Outlook records to custom objects using Salesforce for Outlook (Retiring)?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Managing Synced Records</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_duplicate_records.htm&amp;release=264.0.0&amp;type=5" title="If you either mark items as Private or assign them to the Outlook category Don’t Sync with Salesforce, and you sync contacts, events, and tasks from Salesforce to Outlook, Salesforce for Outlook can create duplicate records in Outlook.">Why does Salesforce for Outlook (Retiring) create duplicate records in Microsoft® Outlook®?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_duplicates_sf.htm&amp;release=264.0.0&amp;type=5" title="If you sync your team's records and they include different information for some of the same contacts you own, Salesforce for Outlook can create duplicate contacts in both Salesforce and Outlook.">Why does Salesforce for Outlook (Retiring) create duplicate contacts in Salesforce and Microsoft® Outlook®?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_records_deleted_post_sync.htm&amp;release=264.0.0&amp;type=5" title="Salesforce for Outlook automatically syncs records you own, as well as records to which you have read/write access.">Why does Salesforce for Outlook (Retiring) delete my Outlook records after I sync?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Adding Emails to Salesforce Records</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.sfo_vs_email_connect.htm&amp;release=264.0.0&amp;type=5" title="Salesforce provides several tools that integrate with Microsoft or Google email and calendar applications. If you’re using Salesforce for Outlook (Retiring) or Lightning Sync, prepare for the move to a replacement product.">Which email
                integration product is right for my company?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.outlookcrm_side_panel_adding_email.htm&amp;release=264.0.0&amp;type=5" title="Keep track of important Outlook emails related to Salesforce records from the Salesforce Side Panel.">Can I add emails to Salesforce records?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_cant_add_emails_to_right_record.htm&amp;release=264.0.0&amp;type=5" title="There are different reasons why Salesforce for Outlook isn’t adding emails to the right contact or lead in Salesforce.">Why isn't Salesforce for Outlook (Retiring) adding emails to the right contact or lead in Salesforce?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_not_authorized_add_emails.htm&amp;release=264.0.0&amp;type=5" title="Your email address isn't authorized in Salesforce for Outlook.">Why can't I add emails to Salesforce for Outlook (Retiring)?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_email_attach.htm&amp;release=264.0.0&amp;type=5" title="Yes. If you meet the requirements, you can include email attachments when you add emails to Salesforce.">When I add emails to Salesforce for Outlook (Retiring), how can I include email attachments?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Syncing Contacts</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_how_do_i_enable_contacts.htm&amp;release=264.0.0&amp;type=5" title="Your administrator needs to perform two tasks before you can sync contacts between Microsoft® Outlook® and Salesforce.">How do I enable contacts for sync in Salesforce for Outlook (Retiring)?</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e102 ">
            <strong>Protecting Your Data</strong>
          </td>

          <td data-label="Questions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140679e105 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_protect_emails.htm&amp;release=264.0.0&amp;type=5" title="Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for Outlook.">How does Salesforce for Outlook (Retiring) protect emails?</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_sso_support.htm&amp;release=264.0.0&amp;type=5" title="Yes. Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for Outlook. When using delegated authentication, users need to log into Salesforce the first time they use Salesforce for Outlook.">Does Salesforce support single sign-on (SSO) for Salesforce for Outlook (Retiring)?</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=sales.faq_sfo_what_security_does_sfo_use_usernames_and_passwords.htm&amp;release=264.0.0&amp;type=5" title="Salesforce for Outlook, a .NET application you install on your machine, securely connects to Salesforce.">How secure is Salesforce for Outlook (Retiring)?</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>

- **[What's the difference between private items in both Salesforce for Outlook (Retiring) and Microsoft® Outlook®?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_private_items.htm&release=264.0.0&type=5)**  
    Private items in Microsoft Outlook and Salesforce differ in unexpected ways. Before choosing to sync private events, consider how they’re displayed to colleagues in each system.
- **[Does Salesforce for Outlook (Retiring) support terminal servers?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_support_terminal_servers.htm&release=264.0.0&type=5)**  
    No. Salesforce for Outlook does not support terminal servers, such as Citrix.
- **[Why is my Salesforce for Outlook (Retiring) installation failing on the prerequisites screen?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_is_my_installation_failing.htm&release=264.0.0&type=5)**  
    It’s possible that your system doesn’t meet all system requirements for Salesforce for Outlook. Verify your system meets these requirements, then try installing Salesforce for Outlook again.
- **[Can I map custom fields I’m syncing with Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_map_to_a_custom.htm&release=264.0.0&type=5)**  
    Yes. You can map a Salesforce field to a custom Outlook field, or an Outlook field to a custom Salesforce field using Salesforce for Outlook.
- **[Can I mass configure Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_mass_configure.htm&release=264.0.0&type=5)**  
    Yes, you can create a configuration in Salesforce and assign it to profiles or even specific users. When those users set up Salesforce for Outlook, the configuration's settings are automatically deployed to Outlook.>
- **[Can I use filter logic in Salesforce for Outlook (Retiring) datasets?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_use_advanced_filters.htm&release=264.0.0&type=5)**  
    Admins can use filter logic to limit which records your users sync using Salesforce for Outlook, but users can’t.
- **[Can I sync person accounts by using Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_sync_person_accounts.htm&release=264.0.0&type=5)**  
    No. You can’t upload person accounts by using Salesforce for Outlook.
- **[Can I add cases using Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_add_cases.htm&release=264.0.0&type=5)**  
    Yes, Salesforce for Outlook supports adding emails to Salesforce as cases.
- **[Can I associate Outlook records to custom objects using Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_can_i_assign_to_custom.htm&release=264.0.0&type=5)**  
    You can assign synced events and tasks to several different objects, including custom objects, but you can assign synced contacts only to accounts.
- **[Why does Salesforce for Outlook (Retiring) create duplicate records in Microsoft® Outlook®?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_duplicate_records.htm&release=264.0.0&type=5)**  
    If you either mark items as Private or assign them to the Outlook category Don’t Sync with Salesforce, and you sync contacts, events, and tasks from Salesforce to Outlook, Salesforce for Outlook can create duplicate records in Outlook.
- **[Why does Salesforce for Outlook (Retiring) create duplicate contacts in Salesforce and Microsoft® Outlook®?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_duplicates_sf.htm&release=264.0.0&type=5)**  
    If you sync your team's records and they include different information for some of the same contacts you own, Salesforce for Outlook can create duplicate contacts in both Salesforce and Outlook.
- **[Why does Salesforce for Outlook (Retiring) delete my Outlook records after I sync?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_records_deleted_post_sync.htm&release=264.0.0&type=5)**  
    Salesforce for Outlook automatically syncs records you own, as well as records to which you have read/write access.
- **[Why isn't Salesforce for Outlook (Retiring) adding emails to the right contact or lead in Salesforce?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_cant_add_emails_to_right_record.htm&release=264.0.0&type=5)**  
    There are different reasons why Salesforce for Outlook isn’t adding emails to the right contact or lead in Salesforce.
- **[Why can't I add emails to Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_why_not_authorized_add_emails.htm&release=264.0.0&type=5)**  
    Your email address isn't authorized in Salesforce for Outlook.
- **[When I add emails to Salesforce for Outlook (Retiring), how can I include email attachments?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_email_attach.htm&release=264.0.0&type=5)**  
    Yes. If you meet the requirements, you can include email attachments when you add emails to Salesforce.
- **[How do I enable contacts for sync in Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_how_do_i_enable_contacts.htm&release=264.0.0&type=5)**  
    Your administrator needs to perform two tasks before you can sync contacts between Microsoft® Outlook® and Salesforce.
- **[How does Salesforce for Outlook (Retiring) protect emails?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_protect_emails.htm&release=264.0.0&type=5)**  
    Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for Outlook.
- **[Does Salesforce support single sign-on (SSO) for Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_sso_support.htm&release=264.0.0&type=5)**  
    Yes. Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for Outlook. When using delegated authentication, users need to log into Salesforce the first time they use Salesforce for Outlook.
- **[How secure is Salesforce for Outlook (Retiring)?](https://help.salesforce.com/s/articleView?id=sales.faq_sfo_what_security_does_sfo_use_usernames_and_passwords.htm&release=264.0.0&type=5)**  
    Salesforce for Outlook, a .NET application you install on your machine, securely connects to Salesforce.