Match My Email · Click Install Once installation is ... Email-to-Case is a special feature...

MultiMatch Set-Up Guide © RAE Internet Inc. 2012 1

Match My Email

Set-Up Guide

for Professional and Group Editions

of Salesforce.com

MultiMatch Version 2.3.4


© Copyright 2011-2012, RAE Internet Inc. (dba Match My Email).

This document is the copyrighted intellectual property of RAE Internet Inc., a

corporation domiciled in the State of New York, with its principal offices at P. O. Box 143,

Ardsley on Hudson, New York 10503.

The document may be copied in whole or in part, provided that each copy

contains this copyright notice.

The information contained in this manual was compiled with care. Nevertheless,

erroneous statements cannot be excluded altogether. RAE Internet Inc., the authors and

the translators are not liable for possible errors and their consequences.

The names of software and hardware used in this manual may be registered

trademarks; they are used without guarantee of free usability. RAE Internet Inc.

generally follows the spelling conventions of the manufacturers. The reproduction of

brand names, trade names, logos etc. in this manual (even without special marking)

does not justify the assumption that such names can be considered free (for the

purposes of trademark and brand name regulations).

Please direct any recommendations or comments as well as questions or requests

for assistance to [email protected].


Table of Contents

1. Install MatchMyEmail Application Package in Salesforce.com..................... 4

2. Add Web Tabs in Salesforce for Email Messages and MME .......................... 6

3. Customize Page Layouts for Accounts, Leads, Contacts, Opportunities, and

Cases .......................................................................................................... 7

4. Creating a Match My Email Account .......................................................... 10

5. Set Up Automatic Authentication .............................................................. 13

6. Setting Up IMAP Imports .......................................................................... 16

7. Setting up Domains and Users .................................................................. 20

The purpose of this Set-Up Guide is to get you through steps 1-7 above as quickly as

possible. With the assistance of Match My Email support, the average set-up takes

about 45 minutes.

This Set Up Guide may appear quite long, but its length is due to the insertion of

screenshots highlighting required actions for described steps – no matter how small or

simple – in an attempt to more clearly guide the end user.

Prior to Set Up, the following information will be needed:

1. IMAP Server Name

2. Salesforce.com Login & Password for Salesforce Administrator

3. Email Login & Password, Salesforce Login & Password for each User/Seat for

MME


1. Install MatchMyEmail Application Package in Salesforce.com

1.1. Log in to Salesforce Account

1.2. Paste the following link into browser window:

https://login.salesforce.com/packaging/installPackage.apexp?p0=04tU0000000LtQ5

1.3. Click Continue

1.4. Click Next

https://login.salesforce.com/packaging/installPackage.apexp?p0=04tU0000000LtQ5


1.5. Click Install

Once installation is complete, you should see the following screen.


2. Add Web Tabs in Salesforce for Email Messages and MME

2.1. Click the “+” sign on web tabs bar (at right of Home, Leads, …)

2.2. Click "Customize My Tabs" (button positioned in the right side)

2.3. Select "Email Messages" and "Match My Email" from Available

tabs and move them to Selected tabs using Add “>”.

2.4. Click Save.


3. Customize Page Layouts for Accounts, Leads, Contacts,

Opportunities, and Cases

3.1. In Salesforce, click User’s Name and choose Setup. In left column

under App Setup choose “Customize", “Leads”, Page Layouts.

3.2. Click “Related Lists”. Click and drag the button for "Email

Messages" to the list below. Place it between other items (a

green line will indicate the mouse button can be released).


3.3. Scroll to find Email Messages section and click on wrench.

3.4. In the pop-up window, select in this order (to mimic the format of Outlook): “From”, “Subject”, “Date”, “Direction”, and

“Attachments” from “Available Fields” and use Add> button to

move to “Selected Fields”.

Select the “#” symbol in Selected Fields and use the Remove<

button to move it to Available Fields. In the Sort By drop down

menu, choose Date. Click the button for Descending. Click OK.


3.5. You will see the selected fields now showing for Email Messages.

Make sure that “Related Lists” is highlighted and click “Save”

3.6. Answer “Yes” in pop up window asking to Overwrite Users 'Related List Customizations' ?

3.7. Repeat steps 3.1 through 3.6, but in left column under “App

Setup” -> “Customize”, but instead of “Leads” choose “Contacts”

and then “Page Layouts”. Repeat again for “Opportunities”, “Accounts”, and “Cases”, if all of these Salesforce objects are

used. If some of these are not used, they do not need to be

customized.


4. Creating a Match My Email Account

4.1. Go to the Match My Email web site

Point your browser to https://matchmyemail.com, or go to the MME website

www.matchmyemail.com shown in the screenshot below and click the button for Login. All major browsers are supported: Internet Explorer, Firefox, Chrome and

Safari.

4.2. On the next screen where it reads “Don’t Have An Account” click Sign Up.

https://matchmyemail.com/

http://www.matchmyemail.com/


4.3. Fill in the ‘Sign Up’ Form. Click Submit.

Note that your email address will be your Username in MME. The password typed

here should be strong (use a combination of letters both lower case and capitals,

numbers, special characters !,#,etc).

4.4. Account Verification using emailed Code

For security purposes, you will need to verify your account by entering a

verification code in the dialog box. At this time, check your email account for a

new message from MME. Click on the link OR copy the verification code and paste

it in the MME browser tab window and click ‘Submit’.


4.5. Your account has been set up. You are the ACCOUNT OWNER.

As the Account Owner, you will have all privileges within Match My Email. You will

be able to set up domains as well as users and assign them roles: end-user or

domain admin.

The Account Owner can view the entire email stream related to all the users

in your account within the MME Web Tab in Salesforce.com. The Account Owner

can set up as many as 10 email domains for email import.


5. Set Up Automatic Authentication

5.1. While still in a MME browser tab (https://matchmyemail.com)

outside of Salesforce, on the black MME Command Ribbon click

Settings (do NOT try in MatchMyEmail Salesforce web tab).

5.2. On the Salesforce Integration tab, the Access Type should show

“Remote Access (OAuth)”. If not, use drop down menu to select

it. Click Grant.

5.3. In Grant Remote Access dialog box, click Next

This will redirect you to Salesforce for authorization.

https://matchmyemail.com/


5.4. Login to Salesforce.

5.5. As in screenshot pictured below, click Allow.


5.6. Upon returning to the Salesforce Integration tab, click Finish.

5.7. Under Matching Rules, the default is to have them all enabled.

However, if you want to further customize your MME setup, you can do so here.

5.8. Under Other Services, for “Google Docs uploads” and “Email-to-

Case”, choose “Disabled” from drop down menus.

It is recommended that you Disable ‘Use Google Docs Upload, unless you want all

your email attachments uploaded to Google Docs.

Email-to-Case is a special feature implemented for a client who uses web forms to

create support tickets and wanted to track the emails related to those Cases

within MME and Salesforce.com. Before using Email-to-Case, please consult with

MME support.

5.9. Click Save. If you do not click Save, the set up will not be saved.


6. Setting Up IMAP Imports

6.1. Once your Match My Email account is verified and your

Salesforce.com credentials are set up, click ‘Please

Provide Information’ to set up email import or go to

the Import tab at the top of the screen in the Main

Command Ribbon.

Setting up an email account import from all non-Google email servers or

services, such as Microsoft Exchange, Lotus Notes / Domino, Yahoo!, AOL,

gmx.de, Network Solutions, GoDaddy, Communigate Pro, Sendmail,

Open-Xchange, Zarafa, Zimbra, MailEnable, Qmail,etc.

6.2. To Import from a new Email Account click ‘+New’

6.3. Fill in fields for Import based on guidelines below:

6.3.1. For Google Apps / Gmail

Administrator is required to enable IMAP access for account(s):

http://support.google.com/a/bin/answer.py?hl=en&answer=105694

1. Import from: Other IMAP server

2. IMAP server host: imap.gmail.com

3. Connection: Secure to dedicated port (TLS)

http://support.google.com/a/bin/answer.py?hl=en&answer=105694


4. Port: 993

5. User: full email address

6. Password: email_password

6.3.2. For Yahoo mail


2. IMAP server host: imap-ssl.mail.yahoo.com


4. Port: 993



6.3.3. For Go Daddy


2. IMAP server host: imap.secureserver.net


4. Port: 993



6.3.4. For Rackspace


2. IMAP server host: secure.emailsrvr.com


4. Port: 993

5. User: username only (without @domain)


6.3.5. For Microsoft Exchange

MatchMyEmail would import emails from Microsoft Exchange

2003,2007,2010. Administrator should enable IMAP access:

Exchange 2003: http://technet.microsoft.com/en-

us/library/bb123880%28v=exchg.80%29.aspx


us/library/bb124489%28v=exchg.80%29.aspx


us/library/bb124489.aspx


2. IMAP server host: exchange.hostname/IP


4. Port: 993



http://technet.microsoft.com/en-us/library/bb123880%28v=exchg.80%29.aspx




http://technet.microsoft.com/en-us/library/bb124489.aspx

http://technet.microsoft.com/en-us/library/bb124489.aspx


6.4. Click “Refresh Folders” and the folder structure of your IMAP

account will appear in ‘Available Folders’ box (red arrow).

6.5. Import Folder Selection

6.5.1. For the field “Import Folders” there are two selection options: “Selected” and “All, except Selected”. Most often

“Selected” should be chosen.

Circumstances in which “All, except Selected” would be chosen could be if

future business expansion warrants additional folders be used and it is

desirable to avoid future steps of remembering to add these folders. The

strategy with folder selection would then be to move folders, such as

personal folders or Junk, that contain emails irrelevant to Salesforce to be

added to Selected folders. This will leave folders that will contain email to

be uploaded into MME in Available folders window. For assistance, contact

support staff.

6.5.2. Click on INBOX and SENT folders, a folder set up in which desired emails for Salesforce communication are received, or

any other system SENT folder such as [Gmail]Sent if using a

Gmail account and use the Add< button to move to Selected

Folders window.

Status should be set for “Autorun my import by schedule”.

If not, please choose this option. Click Save.


6.5.3. Folder Selection Strategies

Typically, users will select Inbox or [Gmail]Inbox, and Sent or [Gmail]Sent

folders. This will capture both incoming and outgoing mails to analyze for

matches. But individual folders should also be chosen if they contain

relevant emails that the end-user wants to synchronize with

Salesforce.com. Often these specific folders use email routing like “Rules

and Alerts” in Outlook or “Mail Filters” in Gmail to automatically sort

incoming and outbound emails.

Similarly, if you receive relevant emails in an email account that is not

your primary business account or is a personal account, you may want to

use options in your email client for creating email routing rules or filters

like “Rules and Alerts” in Outlook and “Mail Filters” in Gmail to route

relevant emails to a specifically created folder earmarked for

synchronization with Salesforce.com. This folder would then need to be

selected here, in Available Folders, and added. Or, if you already have

those types of folders set up, select them here to ensure all Salesforce-

relevant emails can be imported to the Match My Email cloud and analyzed

for matches.

Please note, any rules or alerts that are set up for routing emails to a

folder must be done in such a way to arrive within 24 hours of receipt, or

dragged and dropped into the folder within 24 hours of receipt in order for

MME to import them.

Match My Email will import new emails that are newer than ‘on or after

yesterday’ from your Gmail or Google Apps account and hold the email for

45 days; this is called Reprocessing and is a unique feature of Match My

Email. Emails are reprocessed continuously for 45 days looking for new

matches that are then uploaded to Salesforce.com. That means that you

do not have to worry about emails being logged into Salesforce.com if the

emails arrived in your Inbox before you have had a chance to set up a

Salesforce.com record, be it a Lead, Contact, Opportunity, Account, Person

Account or Case.


7. Setting up Domains and Users

7.1. MME User Roles

During the set-up of Match My Email, a MME account is created. That account is

for the company, set up by an individual that has administrative privileges within

the company’s Salesforce.com account. The individual whose credentials are used

becomes the “Account Owner”. This Account Owner may or may not be someone

who wants to have emails imported from their own communication. The Account

Owner does need to be associated with an email account that is monitored by

someone in the company.

The Account Owner uses an email address as their username, but creates a

secure (or complex) password. This complies with Salesforce.com requirements

that account owners of third party applications use a strong or complex password.

Other users, once added, can log in to MME with their email username and email

password. It is only the Account Owner that has this unique complex password

for logging in to MME.

In addition to the Account Owner, within MME users can be designated as Domain

Admins or End Users. The type of user dictates what entitlements or abilities

those users have as presented in the diagram below.

Account

Owner

Domain

Admin

Individual

End User Ability To:

Log-in

Control Salesforce and email credentials

Select email Folders to import

Import email from designated Folders

View and act upon his or her own email stream

Control ‘Ignore’ list of personal emails

Full-text search of all emails and attachments

Assign or re-assign email to specific accounts

Create RSS feeds to Chatter, browsers and mobile devices

View and act upon imported email stream for entire domain

Control ‘Ignore’ list for entire domain

Add /delete end-users in controlled domain(s);

Control all domain-side settings

Manage Match My Email account

Add/delete domains

Add/delete/assign domain admins

These different types of user-ship allow different levels of privacy controls. End

Users can only see their email communication when viewing Salesforce objects or

the MME cloud. Domain Admins can see all email communication within their

domain. The Account Owner (there is only one) can view the entire email stream

related to all users in the MME account (within the MME Web Tab in

Salesforce.com).


It is important to note that passwords are not visible to anyone other than the

individual. This is also true of MME support staff, who do not have access to

passwords or credentials. Therefore, it is important for the Account Owner to

remember the complex password they set for the MME account. Otherwise, they

can use the Reset Password feature which will require access to the email account

associated with the Account Owner to perform a reset.

7.2. Adding a Domain (Account Owner only)

When an MME account is set up, importing is typically though not always set up

for the Account Owner. In order to have emails of other company employees

processed by MME, a domain and additional users needs to be added to MME

account. Only the Account Owner can add users, logging into MME with their

email address and the complex password. For this reason, only the Account

Owner will be able to view the Domains & Users tab on the Settings page. (**If a

MME user cannot see the Domains & Users tab, it means they are not the Account

Owner.)

Account Owner can set up as many as 10 email domains for email import.

7.2.1. In Salesforce, Click the Match My Email webtab. In the black

MME Command Ribbon, go to Settings

7.2.2. Open “Domains & Users” tab

7.2.3. Click on “Add Domain”


7.2.4. Fill in “Add domain” pop-up per following guidance.

For Domain: This is the domain of the email addresses from which

importing will occur. For example, if the company has employee emails

as [email protected] then the domain would be entered as

“acmecompany.com” without the “@” symbol.

For IMAP server host: the IMAP address of the email domain. For

example, “imap.companyname.com” is a typical address. Depending on

where email is hosted, the following may provide some guidance:

o • Microsoft Exchange Mail Server type

“exchange.hostname/IP”

o • Yahoo Mail Server type “imap-ssl.mail.yahoo.com”

o • Gmail/Google Apps Server type “imap.gmail.com”

o • Rackspace Mail Server type “secure.emailsrvr.com”

o • Go Daddy type “imap.secureserver.net”

For Connection: Choose “Secure to dedicated port (TLS)” and fill in the

Port number as “993”. In some instances, if it is not a secure port

connection, the other options provided in drop down menus can be

selected.

For To authenticate use: Choose either “full email address” or

“username only” based on the following guidance for email hosts. “Full

email address” works with most LDAP directories while “username only” is

typical of an Active Directory associated with an Exchange server.

o Microsoft Exchange Mail Server choose Full email address

o Yahoo Mail Server choose Full email address

o Gmail/Google Apps Server choose Full email address

o Rackspace Mail Server choose Username only

o Go Daddy choose Full email address

For Allow End-user to Import From: check boxes for both “This IMAP

server” and “Other IMAP server”. “This IMAP server” restricts end-user to

importing from the designated email domain. By checking “Other IMAP

server” enables imports from any IMAP server.

Click “Submit”

7.3. Adding Users (Account Owner, Domain Admin in controlled domain)

Each user is a paying “Seat” for MME. The Account Owner can add users and

designate them as Domain Admins or End Users. To do so, the Account Owner

mailto:[email protected]


logs in to MME with their email address and the complex password. A user that is

designated as a Domain Admin may add users within their controlled domain.

For these reasons, only the Account Owner and Domain Admins will be able to

view the Domains & Users tab on the Settings page. (**If a MME user cannot see

the Domains & Users tab, it means they are classified as an End-User.)

7.3.1. In Salesforce, Click the Match My Email webtab. In the black

MME Command Ribbon, go to Settings

7.3.2. Open “Domains & Users” tab

The screenshot below shows an example. A domain is listed on the left –

and users within that domain are on the right. It is important to note the

Role each user has, as that pertains to what level of email communication

they will be able to view. As stated previously, End Users can see only

their emails when viewing Salesforce objects. Domain Admins can view all

emails incoming and outgoing from emails within that domain. The

Account Owner can see emails for the entire MME account, which may

include up to 10 domains and associated users.

7.3.3. Click on “Add User”.


7.3.4. Fill in “Add User” pop-up per following guidance.

For Username: It will be either “full email address” or “username only”

depending on how your IMAP, LDAP or Active Directory is configured.

Check the ‘To authenticate use’ field for the domain or see section 2.4.

For First Name and Last Name: Simply type in the user’s information

that is being added.

For Role: Choose a role in the dropdown list. An “End-User” can only see

their email in the Match My Email Email Tab; while “Admins” can see all

the emails imported into Match My Email by all users in the domain

group.

Click “Submit”.

7.3.5. Considerations for newly added Domain Admins & End Users

Once added as a user, either in the role of Domain Admin or End User, an

employee can log in to the company’s Match My Email account with their

email address and email password. It is only the Account Owner that has

a complex password for logging in to the MME account.

Being added to the account provides users with access to the MME account

but does not mean they will be able to import yet. Newly added users will

need to follow the steps in the End User Quick Set-Up Guide to enable

Salesforce Authentication and Folder Importing.

Match My Email allows each user to import from up to five email

addresses. To add these email accounts, a user would go to the Import

tab and click “+New” and follow the steps in End User Quick Set-Up Guide-

Section 2: Setting Up Email Imports.

New users may also want to add the Email Messages and Match My Email

web tabs to their Salesforce Account as are documented in the MultiMatch

Set up Guides for Salesforce editions - Section 2.

All guides can be found at http://www.matchmyemail.com/support/. For

assistance or for questions, users may contact

[email protected].

SET UP IS COMPLETE. For questions or assistance: [email protected].

http://www.matchmyemail.com/support/

Match My Email · Click Install Once installation is ... Email-to-Case is a special feature...

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