---
schema_version: "1"
id: 29c9f74f4c8d23546430436a8abf94b3dc2009423d10f6659a871c10f6947a8e
title: My Unresolved Items
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/outlookcrm_unresolved_items.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_items.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a3607959bcf57914a6a59686e80db7e8a50f0e4729cc3d253bced2b11aa3b307
description: Einstein Activity Capture, Lightning Sync, Salesforce for Outlook (Retiring), and Email to Salesforce let you integrate the work you do from your email and calendar applications with Salesforce. Microsoft or Google items that aren’t automatically associated with Salesforce records appear in My Unresolved Items. Sales reps can review the unresolved items and associate them manually.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# My Unresolved Items

Einstein Activity Capture, Lightning Sync, Salesforce for Outlook (Retiring), and Email to Salesforce let you integrate the work you do from your email and calendar applications with Salesforce. Microsoft or Google items that aren’t automatically associated with Salesforce records appear in My Unresolved Items. Sales reps can review the unresolved items and associate them manually.

### 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: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>All</strong> Editions</td></tr></tbody></table>

As part of your daily routine, use the My Unresolved Items page to manage unresolved items.

Recurring events or event series don’t appear on the My Unresolved Items page. To associate a recurring event or event series with Salesforce records, go to the event in your Salesforce calendar.

If you use Einstein Activity Capture, emails don’t appear on the My Unresolved Items page.

![My Unresolved Items in Salesforce](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/outlookcrm/unresolved_items.png)

- In Salesforce Classic, you can access your unresolved items from the sidebar shortcut **Unresolved Items**. In Lightning Experience, click your profile picture, and then click **Settings**. Enter Email in the Quick Find box, and then select **My Unresolved Items**.
- To review unassigned items by type, select a tab.
- View your unassigned items.
- Assign your items to Salesforce records manually or using Salesforce recommendations. If you don’t want to assign an item to a record, select **Don’t Assign**. Unassigned items aren't linked to other records and are visible to you only.

## Use Features that Make Resolving Items Easy

Use the Batch Edit and Recommendations features to resolve items quickly and easily.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:17%">
          <col style="width:18.333333333333336%">
          <col style="width:64.66666666666666%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26396e126">Goal</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26396e129">Feature</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26396e132">This feature helps you save time because</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e126 ">Assign multiple items simultaneously</td>

            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e129 ">Batch Edit</td>

            <td data-label="This feature helps you save time because" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e132 ">You can assign up to 50 items in any one queue simultaneously.</td>

          </tr>
          <tr class="">
            <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e126 ">Find related accounts, cases, and opportunities</td>

            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e129 ">Recommendations</td>

            <td data-label="This feature helps you save time because" class="slds-cell-wrap" style="vertical-align:top;" headers="d26396e132 ">
              <p>Salesforce provides recommendations for accounts, cases, and opportunities to
                which you can assign your items. If you don't want to see these recommendations, click
                <strong class="uicontrol">Turn off Recommendations</strong>. If you change your mind, click
                <strong class="uicontrol">Turn on Recommendations</strong>.
              </p>
              <p>Recommendations display only when
                you select a contact from the lookup and the related list is empty. Salesforce
                displays recommendations based on the following criteria.</p>
              <ul>
                <li><strong>Accounts:</strong> The contact has either an account as the parent, or a contact
                  role in the account.</li>
                <li><strong>Cases:</strong> The contact is related to the case.</li>
                <li><strong>Opportunities:</strong> The contact has a contact role in the opportunity.</li>
              </ul>
            </td>

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

- **[Resolve Your Synced Contacts](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_contacts.htm&release=264.0.0&type=5)**  
    When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.
- **[Resolve Your Synced Events](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_events.htm&release=264.0.0&type=5)**  
    When non-recurring events sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, they appear in your Salesforce calendar and on the My Unresolved Items page. Use this page to either assign events to related Salesforce records or confirm that you want to leave them unassigned.
- **[Resolve Your Synced Outlook Tasks](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_tasks.htm&release=264.0.0&type=5)**  
    When tasks sync from Outlook with Salesforce for Outlook, they appear on the My Unresolved Items page. Use this page to either assign tasks to related Salesforce records or confirm that you want to leave them unassigned.

#### See Also

- [Resolve Your Synced Outlook Tasks](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_tasks.htm&release=264.0.0&type=5 "When tasks sync from Outlook with Salesforce for Outlook, they appear on the My Unresolved Items page. Use this page to either assign tasks to related Salesforce records or confirm that you want to leave them unassigned.")
- [Resolve Your Synced Contacts](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_contacts.htm&release=264.0.0&type=5 "When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.")
- [Resolve Your Synced Events](https://help.salesforce.com/s/articleView?id=sales.outlookcrm_unresolved_events.htm&release=264.0.0&type=5 "When non-recurring events sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, they appear in your Salesforce calendar and on the My Unresolved Items page. Use this page to either assign events to related Salesforce records or confirm that you want to leave them unassigned.")