3. MME Activity Dashboard – Understanding the Active Users’ Experience

Users can sign into the company’s MME account following the path Salesforce App Launcher > Match My.  If a User has an active import for email, calendar, or both, copies of those items will be visible. The default view is private to each active User.  Think of this table as a window out to the MME account. This is important because not all of what is listed may be matched into Salesforce.

As an Administrative User, you may simply see a blank screen.  This means that you do not have your own active import and thus have no data imported into the MME account.  See options below in 3.2.  Administrators (and Users) that are active with MME will see items listed.  To the left of the From information will be an icon indicating if an item is an email or an event depending on if a User has an email or calendar or both types of imports.  Items listed are copies of emails or events brought from selected folders and calendars.  In most cases, this is the Inbox and Sent folders and general calendar.

The Matched Records column indicates to which records MME has synced data.  Where a match is indicated, hovering over the label will show a pop-up window that shows what kind of object this is and why that record was matched.  Also in the pop-up upon hover are buttons for Edit and Unmatch.  Clicking Edit will take you to a screen in which you can edit the record from which the hover was launched.  Unmatch allows you to remove the matched relationship.

Usually, a match will be by email address or a roll up or roll down due to record relationships, though there can be other reasons such as custom matching strategies.  These reasons for matching can be useful for troubleshooting. In rare cases, syncing issues may result in a status of Reprocess which we cover in a later section.  To the right of the item are buttons for Match, Create and a drop menu for Ignore, Reprocess, and Edit Record.

Buttons for Match and Create allow Users to create records such as Leads, Contacts, and Accounts, in Salesforce or manually upload an email to a record without creating any pattern for matching.  Reprocess will direct the system to reconsider the message in case there have been changes to Ignore rules or data in Salesforce.  More on these actions can be found in 5.0.

Some messages may show the status of No Match.  No Match means that MME did not find a reason to upload and match this item to any Salesforce record, most typically because the email address in the email header or event invitee list did not match an email address found in a record’s standard email field.

Access to MME from Salesforce will result in a view of an updated Lightning Interface.  Access from the MME website still uses the Salesforce credential for login but presents a different interface. Functionality is logically the same though buttons and commands are in slightly different locations.

User Interface when accessing MME from Salesforce:

User Interface when accessing MME from the Match My Email website:

3.1 Email Retention Period

The copies of messages that are visible in the Email Cloud will remain there for a period of time called the Email Retention Period.  The default, and maximum, period is 45 days but it can be shortened.  The setting is found in MME Settings > Control Panel > Company > General Settings.

The advantage of keeping copies of email in the cloud for the full retention period are two-fold. One, any message with a No Match status is automatically reprocessed every 20 minutes. If new Lead or Contact email addresses have been added, the system will find and upload relevant emails, bringing in past communication automatically. Two, Users and Admins can act on messages in the Email Cloud to create Ignore rules, create new Salesforce records, or troubleshoot matching behavior.

3.2 Seeing All User Email in Email Cloud

If an Administrator would like to see the email of other active Users in the Email Cloud view for troubleshooting or other purposes, there are two options:

• Administrators can request the View All permission for the Email Cloud.  Once enabled, this would allow them to see items imported into the MME account for all active Users, including those that may have No Match or Ignore status.  Because this makes it possible for User emails to no longer be completely private in the Email Cloud, Administrators must make a written request via email to our support team for this feature copying their manager.
• Impersonation – If an Administrator can login (impersonate) a User in Salesforce, they can follow that impersonation into Match My Email.  This makes it possible for an Admin to troubleshoot emails for Users. If you do not want to be able to impersonate a User in Match My Email, please send an email to our support team to disable that feature.

An added note on impersonation: When you sign into MME, you authenticate into the account and open a session in the browser.  If, as an Admin, you impersonate a User in Salesforce in the same browser and click the web tab, you may still be viewing the open session of the prior User because it was never closed. Click the User icon (top right button) to verify the MME session you are seeing.  If necessary, Sign Out as you and then refresh the MME session which will open a new MME session as the User identified in Salesforce, in this example the impersonated User.