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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email to Case conversi...
Microsoft Dynamics CRM (Archived)

Email to Case conversion - usage of CRM token

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Posted on by Arvind Bhat 295

Hi,

I am using email to case conversion rule to convert emails to cases.  By default we use the CRM token for tracking the emails for a case.  

Seeing CRM tokens in a mail can be a little annoying so if choose the option to use the Smart tracking instead of tracking token, it doesn't seem to be having the same behaviour.  If I alter the subject even a little bit and reply back to an existing thread, CRM creates a new case out of this.  Customers may change the subject but we don't want a new case for it.  How can we achieve that without CRM tokens? Please advise. 

Thank you.

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  • Suggested answer
    Mandar Joshi Profile Picture
    Mandar Joshi 2,116 on at

    Hi Arvind,

    As there is no token used in smart matching, it uses information like subject, to and from address to link activities into CRM. Smart matching isn't accurate as tracking token and you cannot expect result similar to token based tracking. You can try correlation to track conversations but it also uses email headers to relate. 

  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 21 on at

    Hi,

    The issue is that if you remove the token and change the subject there is no way that CRM can reliably know that it is a reply in response to the previous email. So the answer to your question is that you can't reliably achieve what you want without tokens if you are changing the subject line.

    For more info - see technet.microsoft.com/.../hh699705.aspx

    Hope this answers your question

  • Arvind Bhat Profile Picture
    Arvind Bhat 295 on at

    Thank you Scott. Happy to see a reply from you. That explains things very clearly.  

  • Arvind Bhat Profile Picture
    Arvind Bhat 295 on at

    Thanks for your response Mandar.

  • Arvind Bhat Profile Picture
    Arvind Bhat 295 on at

    Hi Scott, is there a way we can continue to use the token but hide it in the subject line? That would help

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