Hi All,

Need your support on how CRM resolves customer/contact information based on email id?

I am working for an insurance customer where broker's provide their email ID for all policy holders. We have auto case creation rule enabled for email received in CRM. Case created picks one of the customer information with same email ID and sends an acknowledgement addressing to wrong person. Is there any logic how CRM resolves the customer information? 

Thanks in advance for all your responses.