Recently, Salesforce added the “Side Panel”. As a result of a recent Salesforce for Outlook update, the old “Add Email” button has been relocated from the top Home ribbon, to the side panel next to the contact. For some reason though, there seems to be a disconnect at salesforce, and support seems to be unaware of the change (even though this update can be found in the Salesforce for Outlook literature).
So if you have both “Email to Salesforce” AND the side panel enabled, the new “Add Email” button is in fact just an icon that appears when you type in the name of the contact.
As for the “Send and Add” button, this seems to have been tied in with the “Add Email” button, and was disabled when the “Add Email” button was disabled. I had to figure out a work-around for one of our clients over the weekend who was running Outlook 2010 on Windows 7, and I figured I’d post the instructions on here for anyone who wants to re-add the “Send and Add” button to their layout:
- Open Outlook and click “New Email”.
- Right-click on the “Clipboard” ribbon (the menu area near the top that contains “Paste”, “Cut”, “Copy”, etc), click “Customize the Ribbon”.
- On the right-hand side, under the “New Mail Message” section, click the current “Salesforce” group (if one exists) and click “Remove”.
- Highlight the “New Mail Message” section.
- Click the “New Group” button near the bottom.
- Right-click on the “New Group (Custom)” icon that was created, click “rename”, name it “Salesforce”, and click “OK”.
- Highlight the new “Salesforce” group you renamed.
- On the left-hand side menu, click the “Choose commands from” menu and select “All Commands”.
- Scroll down to the recognizable “Send and Add” Salesforce icon, highlight it, and click the “Add” button to add it to the “Salesforce (Custom)” group you made.
- Highlight the “Salesforce (Custom)” group you made and click the “(Up)” button over and over on the right-hand side to move the Salesforce group to the top of the menu. Click “OK”. (You’re all done – sweet!)
- As a quick reference, I pointed to every menu, group, and area I clicked on as I followed the above steps above and pasted it below. This image is also how your Outlook Options screen should look if you’ve done everything correctly.
If that doesn’t fix it, the salesforce add in’s might also be disabled:
- Right-click on the “Clipboard” ribbon and click “Customize the Ribbon” (just like you did above).
- Click “Add-Ins” this time.
- At the bottom where it says “Manage:” select “Disabled Items” and click “Go”.
- Select anything with “Salesforce” in the name and click “Enable”, then click “Close”.
- Then from the “Manage:” menu again, select “COM Add-ins” and click “Go”.
- Make sure that “Salesforce for Outlook Add to Salesforce Toolbar” and “Salesforce for Outlook Side Panel” are both checked.
- Close both ‘Salesforce for Outlook’ and ‘Outlook’.
- Restart Salesforce for Outlook, and then open up Outlook.
If that doesn’t fix your issue, here are some additional resources for other issues that can cause this error to occur: http://help.salesforce.com/apex/HTViewSolution?id=000003640&language=en_US