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When an email message is tracked in Outlook, which filter or view is used to match the sender to a CRM contact?
We have a couple of strange scenarios:
I unpublished the "Inactive Contacts" view thinking this would solve scenario 2, but it's still happening.
We're on CRM 2011 on-premise.
Thanks in advance!
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Outlook doesn't match to a particular view.
Outlook matches contacts based on Full Name and Email Address.
If you received an email from "Jim Smith <jim.smith@mail.com>" and the contact is CRM is "James Smith <jim.smith@mail.com>" with an Inactive contact of "Jim Smith <jim.smith@mail.com>". The email will be tracked against the Inactive contact.
Here is some extra information regarding what happens when you track records from Outlook and CRM:
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