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we have decided to Disable smart tracking and only rely on the CRM token for a variety of reasons. However, recently we just received a notice regarding an event that it appears that Smart Tracking is still happening. A customer will send in an email for lets say "I Need Ink" then the next time they need to order they will send the exact same email again (no CRM Token). However, with smart tracking off, their new email is still attaching to an old case.
Is there another setting somewhere I'm missing, am I misunderstanding how the correlation works or does the system still think smart tracking is on?
Hi,
Please check if you have CRM tracking token is enabled or not, if enabled verify the token in customer email subject, if its same then it will link it to the old case until you setup as create new case if the existing case is closed.
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
Yes CRM Tokens are enabled. However, since this email entirely originates from outside of the CRM System there is no Tracking token on the email.
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