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Using MS Outlook Delegated Calendars



Also see this article to learn how to process emails in Revenue Inbox over Delegated access



Also see this UVM article to learn how to configure and work with Delegated mailbox access


The Delegated calendars feature allows Delegates, Revenue Inbox users with granted delegate access permissions in MS Outlook to view, manage, and sync in Salesforce calendar items of other users, calendar Organizers (Delegators), also viewing the contextual Salesforce data about associated records in RI Sidebar.
When a meeting or appointment is created, modified, moved, or deleted in delegated access scenario, its associated Salesforce records and Salesforce calendar are updated correspondingly through RI synchronization, so other concerned individuals in your Salesforce Org can see the changes in the records immediately and react to them.

Please refer to this article for detailed information on how calendar items are processed by Revenue Inbox selectively or automatically.



Prerequisites and Permissions

Delegated Calendar access and Delegated Inbox access have the same prerequisites; either of these mailbox data access scenarios or both can be configured if the below prerequisites are met. Handling of MS Outlook Tasks or Contacts by Revenue Inbox via delegated access is currently not supported

  • To carry out scenarios through delegated access both involved mail accounts should have RI Add-In installed and Sync activated. Both accounts should have a dedicated RI license
  • The two accounts should belong to the same MS Exchange instance and Salesforce Org
  • All RI functions are only available if the mailbox Owner (Delegator) grants Calendar Editor permissions for the Delegate, so it is the recommended permissions level

Also see the section “Supported RI Actions for Delegated Scenarios for Calendar Items” below for details on all available use cases.



Setting Up Delegated Calendar Access in MS Outlook

Please refer to the following Microsoft guides to learn how to set up delegated calendar permissions in MS Outlook and use this feature:

The following delegated access permission types are available:
Editor: has full calendar management permissions.
Author: has full calendar management permissions, apart from modifying or processing calendar items created by the Organizer.
Reviewer: this permissions type is insufficient for managing delegated calendars. It only allows viewing calendar entries; no item sharing in Salesforce or linking to Salesforce objects is possible with this permissions type.

Managing calendar entries using the delegated calendars feature with Revenue Inbox Add-In requires Author or Editor permissions to be set up: File > Info tab > Account Settings > Delegate Access > Calendar picklist.



Delegated calendar permissions can be set up individually: {MS Outlook Calendar view} > Folder tab > Calendar Properties


The required permissions level for Revenue Inbox delegated calendars management are Can edit or Delegate.



The Delegate can see my private items or Can view private events setting allows a Delegate with Editor or Author permissions to view as well as modify items which the calendar Organizer marked as private. With this setting enabled a Delegate can also remove the private mark from calendar items.



Setting Up Shared Calendar Access in Salesforce

In order to allow Events in the Organizer’s Salesforce calendar to be created or modified by Revenue Inbox via a Delegate’s Salesforce account the necessary shared calendar permissions should also be set up in Salesforce. Refer to the following Salesforce help articles to learn how to do that: article 1; article 2.



Delegated Calendar Items Syncing in Salesforce


To sync a delegated calendar item in Salesforce (initial sharing), you can either assign it the blue Salesforce category in MS Outlook or find and select a relevant existing record and then click the Save button at the top of Revenue Inbox Sidebar. If RI insta-sync is enabled, an item shared this way will be saved in Salesforce instantly. Otherwise it will be saved on the following sync session.


Regardless of who modifies/updates a calendar item, for the changes to be conveyed to Salesforce the item’s Organizer must have one’s Revenue Inbox synchronization enabled



Supported RI Actions for Delegated Scenarios for Calendar Items

Granted permissions Available actions Salesforce Destination
Calendar access Delegate + Calendar permissions Editor
[the only scenario fully compatible with Revenue Inbox]
Manage and process in RI calendar items created by the Owner or the Delegate, as well as inbound meeting invites (on the Owner’s behalf)
All saving scenarios in the Calendar using RI Sidebar or custom category
Owner’s Salesforce account
Send a meeting invite (send on behalf of) Configured as a Delegate with no special Calendar permissions set Save created items in Compose mode using RI Sidebar or custom category Owner’s Salesforce account
Delegate + Calendar permissions Author View Calendar and respond to meeting invites, create meeting invites and process in RI only items created by Delegate using RI Sidebar or custom category Owner’s Salesforce account
Delegate + Calendar permissions Reviewer No Revenue Inbox actions available, can only view the Sidebar n/a




Revenue Inbox Delegated Calendars Access Troubleshooting

Delegated calendars sync issues may occur mainly on initial item sharing in Salesforce, caused by either one of the following issues: Revenue Inbox sync errors, insufficient MS Outlook delegated calendar permissions, insufficient Salesforce permissions.

  • Since initial sharing (creation) of events in Salesforce is performed by Revenue Inbox synchronization, the Organizer’s sync must be running for the calendar updates made by a Delegate to be applied In Salesforce. If sync is not running for the Organizer, Revenue Inbox will not be able to save the item created or modified by the Delegate in Salesforce. The corresponding error notification will be displayed that sync is not enabled for the Organizer


  • Once the corresponding Salesforce event record has been created, its further updates and modifications can be performed directly from via the Organizer’s or Delegate’s Revenue Inbox Add-In; the changes will be conveyed immediately and will not depend on the sync interval. This way, even if sync is not running for the calendar item Organizer, saving changes to an already existing Salesforce event object can be performed if the Delegate has the permissions to access this event in Salesforce

  • If the Delegate does not have the permissions to view the corresponding Salesforce event (however, the Add-In can still obtain the Salesforce event ID from MS Exchange), saving will not be allowed with an error notification that the user has insufficient Salesforce account permissions to save this event


The same error message is displayed if the event was removed from Salesforce and Revenue Inbox was unable to down-sync this change to MS Exchange


  • If the Delegate does not have the permissions to modify a corresponding Salesforce event, there will appear an error notification that user has insufficient Salesforce account permissions to update this event, suggesting to contact the Organizer to get the required permissions in Salesforce



Delegated calendars also support using the Send calendar availability and Send meeting time slots features so the Delegate can generate these links for the Delegator’s calendar



Delegated Calendars and RI Meeting Scheduler

Revenue Inbox features Time Slots or Calendar Availability can be used for a Delegated access calendar. Generated meeting’s formal initiator gets auto-defined based on the content of the From field.

After RI Autumn update 2108 (September 2021), the resulting meeting slots reservation page also includes an indicator showing if the meeting’s initiator.


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