How Revenue Grid works with the Microsoft Exchange shared mailboxes¶
Overview¶
A shared mailbox in Microsoft Exchange allows multiple users to access and manage email messages from a common email address, such as [email protected]. Replies sent from this mailbox appear to come from the shared address, not from individual users. Shared mailboxes can also be used to manage a team calendar.
Revenue Grid supports shared mailboxes through both the Revenue Grid Email Sidebar and the Sync Engine. This allows users to save and sync emails and calendar events from a shared mailbox to Salesforce—similar to how they do with their personal accounts, but with some limitations.
The available features and behavior depend on how users access the shared mailbox:
- Standard access: The shared mailbox is added to the user’s Outlook profile using the Add shared folder or mailbox option. Supported in Outlook for Windows, Outlook for Mac, and Outlook on the web. Both the Email Sidebar and Sync Engine work in this setup, with some limitations.
- Alternative access: The shared mailbox is opened in a separate browser window using Open another mailbox in a separate window. Available only in Outlook on the web. The Email Sidebar does not work in this mode, but users can still use the Sync Engine. Users can save emails using a Salesforce category, move messages to a designated folder, or enable auto-saving.
Note
For full compatibility with the Email Sidebar, use a supported browser when accessing Outlook on the web.
Usage scenarios for shared mailboxes¶
The table below outlines the supported functionality of the Revenue Grid Email Sidebar and Sync Engine when working with shared mailboxes based on the access method described above.
| Function | Standard access (shared mailbox added to Outlook profile) |
Alternative access (shared mailbox opened in a separate browser window) |
|---|---|---|
| Install the Email Sidebar | The Sidebar is installed for individual user mailboxes that have access to the shared mailbox | Not supported |
| Save emails by assigning a category | Fully supported | Supported Limitation: Categorize option is not available for messages opened in a dedicated window |
| Auto-save emails | Fully supported | Fully supported |
| Email Sidebar in Compose mode: record lookup, record creation, Save button, and other functions | Fully supported | Not supported |
| Email Sidebar in Read mode: record lookup, record creation, Save button, and other functions | Fully supported Note: An incorrect “Item cannot be saved” message may appear even when the item is saved successfully |
Not supported |
| Save calendar items by assigning a category | Fully supported | Supported Limitation: Categorize option is not available for items opened in a dedicated browser window |
| Auto-save calendar items | Fully supported | Fully supported |
| Email Sidebar with calendar items: record lookup, record creation, and other functions | Supported Limitation: Save button is not available |
Not supported |
How to configure Revenue Grid to work with shared mailboxes¶
Configuring Revenue Grid to work with shared mailboxes requires coordination between a local Revenue Grid administrator and the Revenue Grid support team.
Prerequisites¶
Before proceeding with the configuration, make sure you have:
- Microsoft Entra admin access: To register the application and grant permissions in Microsoft Entra admin center.
- Revenue Grid platform admin access: To create and manage profiles in the Revenue Grid Admin Panel.
- Salesforce admin access: To create and assign the shared mailbox user in Salesforce.
Step 1. Create a Salesforce user for the shared mailbox¶
Create a new Salesforce user and set the shared mailbox address as the user’s email. For guidance, see Add a Single User.
Important
Do not reuse an existing Revenue Grid or Salesforce user account. Always create a new, dedicated user to avoid configuration issues.
Step 2. Create a profile in Revenue Grid¶
- Log in to the Admin Panel.
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Go to the Profiles tab.
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Click Create Profile.
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Enter the Name and External ID of the profile.
Important
Once saved, the External ID cannot be changed.
- Click Save.
Step 3. Set mailbox access type¶
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Open the new profile and go to the Connectivity subtab.
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In the Email configuration section, select Microsoft 365 OAuth (EWS API) - App-Only logon.
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Click Connect account.
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Sign in with Microsoft 365 admin credentials and accept the permissions request.
Note
This action registers the Revenue Grid app in your Microsoft 365 tenant. Manage permissions in the Microsoft Entra admin center. See Grant tenant-wide admin consent for more information.
Step 4. Configure the profile settings¶
The new profile should match the settings of your end-user profile to ensure consistent behavior. Because some settings may have been configured during rollout, contact the Revenue Grid support team for assistance.
Step 5. Provision the shared mailbox Salesforce user¶
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In the profile, go to the Details subtab.
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In the Miscellaneous section, under Email domains assigned to this Profile, enter the shared mailbox domain.
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Open the Provisioning tab.
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Find the shared mailbox Salesforce user and click the plus icon.
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In the Profile menu, select the new profile and click Provisioning.
Important
Do not close the progress dialog until the process is complete.
After provisioning, one of the following statuses is shown:
- Success – User was provisioned successfully.
- Error – Provisioning failed. A message explains the issue.
Click Close to exit the dialog.
For more information about provisioning Salesforce users in Revenue Grid, see Provisioning users
Step 6. Verify mailbox connectivity¶
Important
Be sure to complete this step. It is essential to finalize mailbox access configuration and ensure Revenue Grid Email Sidebar and Sync Engine can access and sync shared mailbox data.
- In the Profiles tab, open the shared mailbox profile.
- Go to the Connectivity subtab.
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In the Email configuration section, click Check users’ impersonated access.
If successful, the Revenue Grid Email Sidebar and Sync Engine can access and sync the shared mailbox data with Salesforce.