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Hi,
I have a question regarding default behavior in Dynamics 365 (Server-Side Synchronization + automatic Case creation from email).
We have multiple Contact records in Dynamics 365.
These Contacts have the exact same email address.
Each Contact is linked to different Accounts.
A person sends an email from that email address.
The email is received in a mailbox that is configured to automatically create a Case in Dynamics 365.
When the Case is created automatically from that incoming email:
Which Contact record will Dynamics associate the Case with?
I understand that having duplicate Contacts with the same email address is not recommended and is a data quality issue. However, I would like to understand the default system behavior if this situation occurs.
I am specifically looking for how the out-of-the-box matching logic works in this scenario.
Thanks in advance!
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