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ReportI'm curious what others are doing about the way email syncing works in Dynamics CRM. Here is the issue we're having. We receive 98% of our cases via email. We use Server-side sync and record creation rules to automatically create cases from emails. I have enabled ONLY tracking tokens. Occasionally, someone will forward and email from a case (with a tracking token) to an internal employee and a long email conversation will ensue. Often it contains confidential or other information that we do not need customers to see. Since there is a tracking token every single email gets attached to the case. Out CEO has asked us to completely disconnect email from the CRM. Doing so would cripple our support department. I'm thinking of just deleting every email box from the CRM except for the help desk box for cases but hate to lose all of the other tracking features. I've tried to educate employees on not having internal conversations using case related emails but it still tends to happen from time to time as the system finds tracking codes in the body of the email (it's easy to miss one in a thread).
Any suggestions out there from folks who have tackled this issue? (One other note: I haven't been able to confirm beyond all doubt due to the volume BUT it looks like sometimes emails get attached to cases that do not have tracking tokens. I have smartmatch turned off but it appears to happen anyway.)
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