Tracking - contacts in Dynamics with user primary email addresses - prevent tracking?

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Posted on by simonsnell

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Hi,

Many of our Dynamics Users use their organisation email (User Primary email) when they are making webform submissions. Consequently, additional contact records are created with the user primary email (e.g. ssnell@myorganisation.com) rather than a personal email.

When they start tracking emails, the email activity then gets tracked to both their user record as well as the contact record as the system finds both matching emails. This confuses their records of them as a user and as a contact.

Up until now we have tried to address this through training and periodic cleanups, but once an email is tracked to Contact, it's hard to remove it from that contact whilst not deleting it.

Is there any way of stopping Dynamics tracking against Contacts who also have a organisation email address on their user account? Could we exclude contacts who have an @myorgnanisation.com email suffix?

Any other ideas?

Thanks

Simon

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Amit Katariya007 8,596 Super User 2024 Season 1 on at

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RE: Tracking - contacts in Dynamics with user primary email addresses - prevent tracking?

I guess you will have to check the Regarding of that email. It should be user rather than the contact.
empath-e CRM 1,136 on at

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RE: Tracking - contacts in Dynamics with user primary email addresses - prevent tracking?

I dont believe there is a way to prevent this so scheduled cleanups seem to be to only viable work-around.