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Hello,
We have a Customer Service Project where we will implement it. Regarding Email Tracking & identification, what is your recommendation? We got some input that the tracking token number isn't that apricated in the subject of the email? Is it a huge risk to remove that? Smart matching seems a bit risky
Hello,
I think you can go with tracking tokens or smart matching both of them have very good functionality and best practices for tracking email into dynamics.
If your issue is for the CRM token getting generated while using tracking token I am not sure but you can always raise Microsoft support ticket and confirm if there is a way to customize it OOB and not show that on subject line.
however that is how the system correlates with the email and tracks so not sure if there would be.
For more information on tracking token and smart matching you can refer this official Microsoft document :
docs.microsoft.com/.../email-message-filtering-correlation
docs.microsoft.com/.../user-guide-customer-service
And you can also use folder level tracking see below documents for it:
docs.microsoft.com/.../configure-outlook-exchange-folder-level-tracking
docs.microsoft.com/.../track-outlook-email-by-moving-it-tracked-exchange-folder
Thank you.
Regards
Anmol
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