Hi,
I'm on Microsoft Dynamics 365 Version 1710 online.
I created a case off of an incoming email. I have several more related emails, what is the best method of attaching these emails to my current case?
Hi Stephen,
Microsoft D365 has OOB 'smart matching' function which analyzes the subject key words and the recipients to identify potential matche which could help you attaching these realted emails to your current existing case.
Smart Matching: When an incoming email message is processed by the Email Router, the system extracts information associated with the email message subject, sender address, and recipients’ addresses that link the email activity to other Microsoft Dynamics 365 records. This correlation process, also known as smart matching, uses the following criteria to match received email message information to email activities.
[View:https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/administering-dynamics-365/hh699705(v=crm.8)?redirectedfrom=MSDN#what-is-smart-matching:750:50]
3rd Party Blog: [View:https://elogic.com/Blog/ArtMID/473/ArticleID/174/Email-Correlation-in-Dynamics-365:750:50]
If you need some effiective feature to help you sort out mail activities more than 'Subject' or 'Sender and recipient' match. You may need customize plugin or 3rd party tools.
Hope above would help. Thanks.
Regards
Johnny
You have to set regarding to the emails and choose the case which is created previously.
#1
André Arnaud de Cal...
291,431
Super User 2024 Season 2
#2
Martin Dráb
230,503
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (
