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Sales Cloud Contacts Not Recognized In Outlook 365 Add-in Side Panel (Doc ID 2825715.1)

Last updated on DECEMBER 02, 2021

Applies to:

Oracle Fusion CX Sales Cloud Service - Version 11.13.21.07.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.21.07.0 version, Microsoft Office 365

ACTUAL BEHAVIOR
---------------
SalesCloud contacts not recognized in Outlook 365 Add-in side panel

User is reporting that some of his Sales Cloud contacts are not being recognized when he tries to share emails and appointment they're associated to from Outlook to Sales Cloud.

Email address is the same in Sales cloud and Outlook which is what the lookup call uses to load the appropriate contact info. 

EXPECTED BEHAVIOR
-----------------------
Contact should be recognized in Office 365 plugin

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create contact in Sales cloud
2. Try to share email from this contact in Outlook, the contact is not recognized by the addin

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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