web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Smart Matching
Microsoft Dynamics CRM (Archived)

Smart Matching

(0) ShareShare
ReportReport
Posted on by Community Member

Hi,

We have setup a queue and auto response etc. so when a customer emails us a problem they will receive an auto-response email and the email will immediately hop in then out of our queue and will generate a new case in CRM assigned to the CRM Admin user for customer service people to view and they can then assign the case to themselves.

Problem experienced:

If the customer responds to the email with a 'Thanks' or additional information, it will generate a new case and send them out a new case number but we do not want this.

Solution?

I figured maybe we could use Smart Matching to prevent this but if we enabled this feature it starts linking all kinds of emails to incorrect cases and accounts.

Any help would be appreciated.

*This post is locked for comments

I have the same question (0)
  • Verified answer
    Royal King Profile Picture
    Royal King 27,686 on at

    If you enable "Use tracking token as well" and "Use Smart Matching" together you can avoid activity  record attached to incorrect record in the system. We are using this setting and never run into any issue so far like activity attached to wrong record in the system.

  • Community Member Profile Picture
    Community Member on at

    Thanks for this. It works pretty well but the only thing that concerns me is when a customer doesn't find an email to click reply on and they send us an email asking for an update on a case and they use an odd subject...this will create a brand new case and will generate a new case number for them which will confuse them.

  • Royal King Profile Picture
    Royal King 27,686 on at

    It will happen even if you dont use smart matching option with OOB "Case creation rule"

  • Community Member Profile Picture
    Community Member on at

    Cheers Chitrarasan. Can you think of a way our developers could create a plugin to workaround this or as far as you are aware, is there a workaround for this problem?

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans