Outlook & Salesforce - Finding Unresolved Items

If you are using the Mobile Locker Outlook Plugin, you may receive a notification from Salesforce indicating that your email activity has been sent to your "Unresolved Items". This situation arises when Salesforce is unable to find a matching contact or lead to associate with your activity. The following guide will assist you in resolving the issues in your Unresolved Items tab.

Log into Salesforce and navigate to your profile by clicking on your avatar or profile picture in the upper right corner.

In the (1) Quick Find search, type in "My Unresolved Items" then select the option (2) in the navigation menu. Make sure you are in the "Emails" tab as shown in the image below.

Click on the link under the "Subject" column.

This will take you to the task. The task is currently unrelated to a Contact as can be seen by the blank "Name" field. There is no Task Type associated with this task as well.

Click on the Pencil to edit the following fields:

1. Task Type - Select Correspondene
2. Subject - Delete the "Unresolved Email:" text
3. Name - Use the lookup to find the Contact you emailed.

After making your updates, click the "Save" button.

Note: You may need to create a new Contact if the name does not appear.

After saving your updates, your task will now be related to the Contact you emailed.

The last step is to mark this task as Completed.