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Salesforce Sales Engagement Setup and Configuration
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Before you open Cadence Builder, confirm two things: the Sales Engagement app is installed, and the Cadence Creator permission is assigned. Neither of those is the builder itself. Worth verifying before you spend time wondering why you can't find something that should be there. “A prospect moves between tracks based on how they respond to outreach steps.” Two settings are easy to miss. Skip them and they will silently break your branching logic.
In Cadences
Before you open Cadence Builder, confirm two things: the Sales Engagement app is installed, and the Cadence Creator permission is assigned. Neither of those is the builder itself. Worth verifying before you spend time wondering why you can't find something that should be there. “Steps can include email, phone calls, social outreach, and custom tasks, with a call script or email template attached to each and timing defined between them.” Two settings are easy to miss. Skip them and they will silently break your branching logic.
“Before you open Setup, answer one question: which edition are you actually on?” Sales Engagement is included in Performance and Unlimited Editions. It costs extra in Professional and Enterprise. It also exists as an add-on for Service Cloud and Lightning Platform. Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users. If your org is licensed through one of those clouds, EAC is simply off the table. And since EAC is required for engagement tracking to work, that's not a small footnote.
One more thing before you touch anything. If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions. Skip that step mid-migration and you can strip access from active users with zero warning. “Everything downstream depends on it.” Turning on Sales Engagement and making the first configuration decision
Before you open Setup, answer one question: which edition are you actually on? “Sales Engagement is included in Performance and Unlimited Editions.” Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing.
Before you open Setup, answer one question: which edition are you actually on? “It costs extra in Professional and Enterprise.” Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing.
Before you open Setup, answer one question: which edition are you actually on? “It also exists as an add-on for Service Cloud and Lightning Platform.” Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing.
Before you open Setup, answer one question: which edition are you actually on? “Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users.” Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing.
Before you open Setup, answer one question: which edition are you actually on? “And since EAC is required for engagement tracking to work, that's not a small footnote.” Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing.
Salesforce's recommended posture is to enable all features first, then individually disable anything you don't need. This is the opposite of a minimal-footprint approach. It's also the right call. Disabling a feature later costs almost nothing. Discovering that a feature was never enabled after reps have already been trained costs rework, re-permission cycles, and a queue of Slack messages you did not want. “Enabling Sales Engagement immediately triggers the need to configure Einstein Activity Capture.” EAC creates at least one configuration during initial setup. You can add more to customize sync behavior for specific users or profiles. The defaults sync events and contacts bi-directionally and automatically exclude your internal email domain from capture. Both are editable, but most teams don't need to touch them right away.
Salesforce's recommended posture is to enable all features first, then individually disable anything you don't need. This is the opposite of a minimal-footprint approach. It's also the right call. Disabling a feature later costs almost nothing. Discovering that a feature was never enabled after reps have already been trained costs rework, re-permission cycles, and a queue of Slack messages you did not want. “Salesforce's own implementation guide treats these two as coupled at Step 1, not as separate workstreams.” EAC creates at least one configuration during initial setup. You can add more to customize sync behavior for specific users or profiles. The defaults sync events and contacts bi-directionally and automatically exclude your internal email domain from capture. Both are editable, but most teams don't need to touch them right away.
Salesforce's recommended posture is to enable all features first, then individually disable anything you don't need. This is the opposite of a minimal-footprint approach. It's also the right call. Disabling a feature later costs almost nothing. Discovering that a feature was never enabled after reps have already been trained costs rework, re-permission cycles, and a queue of Slack messages you did not want. “You have to decide right now which email and calendar systems are in scope.” EAC creates at least one configuration during initial setup. You can add more to customize sync behavior for specific users or profiles. The defaults sync events and contacts bi-directionally and automatically exclude your internal email domain from capture. Both are editable, but most teams don't need to touch them right away.
Sales Engagement is included in Performance and Unlimited Editions. It costs extra in Professional and Enterprise. It also exists as an add-on for Service Cloud and Lightning Platform. Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users. If your org is licensed through one of those clouds, EAC is simply off the table. And since EAC is required for engagement tracking to work, that's not a small footnote. “Enterprise Edition surfaces different permission set labels than Unlimited and Performance.” One more thing before you touch anything. If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions. Skip that step mid-migration and you can strip access from active users with zero warning.
Sales Engagement is included in Performance and Unlimited Editions. It costs extra in Professional and Enterprise. It also exists as an add-on for Service Cloud and Lightning Platform. Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users. If your org is licensed through one of those clouds, EAC is simply off the table. And since EAC is required for engagement tracking to work, that's not a small footnote. “The Unlimited and Performance versions carry "Included" in the name.” One more thing before you touch anything. If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions. Skip that step mid-migration and you can strip access from active users with zero warning.
Sales Engagement is included in Performance and Unlimited Editions. It costs extra in Professional and Enterprise. It also exists as an add-on for Service Cloud and Lightning Platform. Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users. If your org is licensed through one of those clouds, EAC is simply off the table. And since EAC is required for engagement tracking to work, that's not a small footnote. “If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for.” One more thing before you touch anything. If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions. Skip that step mid-migration and you can strip access from active users with zero warning.
Sales Engagement is included in Performance and Unlimited Editions. It costs extra in Professional and Enterprise. It also exists as an add-on for Service Cloud and Lightning Platform. Einstein Activity Capture is not supported for Experience Cloud or Service Cloud-only users. If your org is licensed through one of those clouds, EAC is simply off the table. And since EAC is required for engagement tracking to work, that's not a small footnote. “It isn't. You're just searching for the wrong thing.” One more thing before you touch anything. If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions. Skip that step mid-migration and you can strip access from active users with zero warning.
Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing. “If your org had Sales Engagement through an add-on license in Performance or Unlimited before Summer '22, Salesforce recommends migrating those users to the Included permission sets before removing the old permissions.” Confirm your edition before you open Setup. Everything downstream depends on it.
Here's the wrinkle that trips people up more than you'd expect. Enterprise Edition surfaces different permission set labels than Unlimited and Performance. The Unlimited and Performance versions carry "Included" in the name. If you manage multiple orgs and search for the wrong label in the wrong org, you won't find what you're looking for. You might assume the feature is unavailable. It isn't. You're just searching for the wrong thing. “Skip that step mid-migration and you can strip access from active users with zero warning.” Confirm your edition before you open Setup. Everything downstream depends on it.
That part is easy. What follows isn't hard either, but it requires a real decision rather than just clicking through. “Discovering that a feature was never enabled after reps have already been trained costs rework, re-permission cycles, and a queue of Slack messages you did not want.” Enabling Sales Engagement immediately triggers the need to configure Einstein Activity Capture. Salesforce's own implementation guide treats these two as coupled at Step 1, not as separate workstreams. That matters because EAC connects to Gmail, Google Calendar, Microsoft Outlook, and Microsoft 365. You have to decide right now which email and calendar systems are in scope. Not later. Now.
A cadence is a plan. These are the tools that execute it. “Reps make and receive calls, leave pre-recorded voicemails, take notes, and log call results without leaving Salesforce.” Inbox lets reps send emails with calendar availability included, schedule send times, and use Einstein Email Insights and Recommended Connections. The Salesforce Inbox mobile app retired in early 2024. Desktop Outlook and Gmail integrations are the current path forward.