Description
When sending emails from Salesforce on Alibaba Cloud CRM, recipients may not receive the emails or the emails might be marked as spam. This document provides guidelines for diagnosing and troubleshooting such issues.
Steps for Diagnosis and Troubleshooting
Query the SPF Record
Use third-party tools, such as MXToolbox SPF Lookup, to check the SPF record.
If the SPF record does not include 'spf1.dm.aliyun.com', follow the steps below for configuration. By following these steps and configuration guidelines, you can enhance your email deliverability and ensure that your emails are properly received by the intended recipients.
Configuration Recommendations
Sender Policy Framework (SPF) is a simple email validation system designed to detect email spoofing. SPF provides a process to verify which providers can send emails on your behalf. It also aims to reduce spam and fraud by making it harder for anyone to hide their identity.
If you send an email from Salesforce on Alibaba Cloud application and your domain is ABC.com, you can create an SPF record which authorizes Salesforce on Alibaba Cloud(sfcrmproducts.cn) mail servers as allowed for the ABC.com domain. When the recipient receives your email, it checks the SPF record of ABC.com to determine if it is a valid email. The message will have a high chance of delivery if it is validated using SPF.
The appropriate entry to include in your SPF record when sending mail from the Salesforce on Alibaba Cloud application is 'spf1.dm.aliyun.com'.
Please only use 'spf1.dm.aliyun.com' as there are a variety of SPF records for the sfcrmproducts.cn domain that are for other uses and are not relevant to sending mail from the Salesforce on Alibaba Cloud application.
It is also recommended to add the corresponding SPF records in the Salesforce Global version.
Configure DKIM (DomainKeys Identified Mail) (Recommended)
Setting up DKIM keys in your Salesforce on Alibaba Cloud tenant enhances the likelihood that your emails will be perceived as valid and secure by the recipient's mail servers.
For detailed instructions on creating DKIM keys, refer to How to Create DKIM Key.
Configure DMARC (Domain-based Message Authentication Reporting & Conformance) (Optional)
DMARC allows you to set guidelines on how to handle emails when SPF and DKIM validation fails. This configuration instructs recipient servers on how to process such emails (e.g., quarantine, reject).
For setup instructions, refer toHow to Configure DMARC.
Decide in consultation with your corporate email service team whether DMARC should be configured based on your security needs.
Troubleshooting Steps
Identify the Scope of the Issue
Confirm whether the issue affects all recipients or specific email addresses.
Check for any bounced emails and note any error messages.
Log Investigation
Work with your email service team to investigate the email service logs.
Ensure to check for records of emails sent via Salesforce on Alibaba Cloud, including any instances of emails being intercepted or quarantined.
Submit a Salesforce on Alibaba Cloud Support Ticket
If you are unable to determine the root cause, submit a support ticket to Salesforce on Alibaba Cloud.
Provide the following information:
The email addresses of affected users.
The timestamp of the sent emails.
The email header information.
Any bounce-back error messages (if available).