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Incident Response CC - Load Outlook Contacts

edited Nov 27, 2018 9:42AM in Agent Desktop


Outlook Contacts are not in the list even when Load Outlook Contacts is checked



I'd like to cc someone when I respond to an incident.  This someone has a contact record in Outlook.  I checked Load Outlook Contacts but it only shows 1 record.  I have added several test contacts in Outlook but they still do not appear.  Only 1 Outlook contact is displayed. I even tried copying this 1 contact but still, the duplicate contact does not appear in the CC list.

How can I make Outlook contacts appear after checking Load Outlook Contacts? Please note that I do not want to add/sync these Outlook Contacts as Service Cloud contacts.  I just want to be able to select them when I add Cc/Bcc.

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