The rule is able to create new record if the Subject of the email is unique. But, when another email with same subject is tracked in CRM, the rule recognizes the existing record that was created from previous email but doesn't update it. I was assuming that it would have updated the existing record from the fields updated in the Email Activity, body of the email etc. Any idea?
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I haven't tried this by myself. Just noticed the article so thought worth sharing.
May be someone else can assist on this.
Hi Ravi, I have the update step added to update the fields I want to update from the duplicate Email. But, it doesn't do anything. The rule can be configured to update the created record. The UI seems to be incomplete. Are you able to update an existing record that was created before using this rule?
Hi Syed,
As per the below documentation, you must add the update rule as well to update the record.
"To enable the rule to update records, you must add an Update step to the rule. Only the entity that you select in the Update step is updated based on the properties you set."
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