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Just had a user experiencing a duplicate tracking token and emails being connected to wrong opportunities. Our settings is set to both use tracking token and smart matching, but I suspect one (tracking token) is used over the other (smart matching) when both are checked. Or are both used? The same tracking token appeared in just one day, and he did not send 999 messages in one day....so I'm suspecting a something other failed.
How are duplicate tracking tokens handled, and is smart matching used when both are checked? I'm considering to increase the token range, from 3 to 4 or 5, but we will, eventually, hit that boundary as well...what are the risks of increasing the token range number
From your description, this is a reported issue in CRM 2011. It has been fixed in CRM 2011 update rollup 18.
http://support2.microsoft.com/kb/2958724 lists in the groups of fixed issues as:
Emails are sent out from Outlook with duplicated tracking tokens.
Please upgrade to UR 18.
My understanding is that the Tracking Token settings are only relevant for how the tokens get created and then added to the subject line.
Smart Matching looks for subject lines that match (as well as recipients/parties to the email).
So tracking tokens on their own do not make an email match - it matches based on the words in the subject, and the tracking token is just a (usually) unique "word" to help that process along.
Tracking tokens should help to avoid false positives when you have many emails with similar subjects being tracked into CRM, by making sure each is assigned to the correct "conversation" and "Regarding" record.
tracking tokens looks for the token
Smart tracking checks for matching words in the email subject
I haven't seen any instances of using both tokens and tracking tokens (but this doesn't mean it's incorrect but just most people choose tokens but if they don't like the tokens in the subject they usually use smart matching)
I would imagine tokens would kick in first because this usually doesn't result in wrong matches and is less error prone than smart matching.
I would find it surprising you are getting duplicate tracking tokens
Is it possible someone has set the regarding to different conversations and overriding the previous matched conversations. You might be able to find this out if you audit the email.
I would advise monitoring new emails in the system to check the tokens are going up in number and check, what number increment you are seeing.
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