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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Duplicate Detection fo...
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Duplicate Detection for "Set Regarding" E-Mails

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Posted on by WhosComingforSupport 40

Hi all,

I'm just starting to use Microsoft Dynamics in my office-- the documentation has been really great for answering some questions, but I am still unclear on many things.

We have been using "Set Regarding" in the Outlook app to assign emails to certain cases. We are worried that two or more people might assign the same e-mail to the same case.

With duplicate detection, I want to know:

1. Will running a duplicate detection job delete *anything* at all? I just want to see what is duplicated.

2. Can I check duplicates of e-mails? The only "base record type" I can see relating to e-mail is "Interaction for Email"-- are these the emails that have been tracked through CRM? Or are those even accessible as a base record type?

Thanks!

  • WhosComingforSupport Profile Picture
    WhosComingforSupport 40 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    No need to apologize, I'm very grateful for your responses. I'll look at the link and see what I can do!

  • Verified answer
    erhan.keskin Profile Picture
    erhan.keskin 2,247 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Thanks very much for the detailed explanation. I apologize for the inconvenience to you.

    I am afraid, you cannot configure the timeline other than these settings stoneridgesoftware.com/.../

  • WhosComingforSupport Profile Picture
    WhosComingforSupport 40 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Hi Erhan,

    The problem is with the manual association, the "Set Regarding" option in the Dynamics app for Outlook. It seems that, using that, one e-mail can be associated multiple times with a record or case by different recipients.

    In the new UI, these e-mails "stack" on top of one another and clutter up the timeline. In the old interface, tagged e-mails in a thread will be collapsed into one entry with the subject line of the entire thread-- one can then click on that entry and it will expand out to show all the associated e-mails in that thread.

    My issue, which I haven't articulated very well, is that we don't want the timeline to be filled with e-mails that have already been associated by another recipient of the same e-mail.

    It seems to me that the e-mails that appear in the timeline, which have been associated manually through the Dynamics app in Outlook, have their own records that are contained in an "Email" entity. I'm wondering if there are ways to access that entity and detect duplicate emails, or a way at the very least to ensure that either:

    A) The timeline in the new UI doesn't display all the e-mails from one thread separately from one another (i.e that it has the same collapsible form as the old interface)

    or

    B) Users can see, in Outlook, whether or not a DIFFERENT person has tracked or associate that email to or with a case/record.

    I hope this helps to clarify! Thank you so much.

  • WhosComingforSupport Profile Picture
    WhosComingforSupport 40 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Hi TallyHoDukey,

    If I send an e-mail to john@john.com, george@george.com and peter@peternet.org, John, George, and Peter can all choose to associate that email with a certain case. If John, George, and Peter all associate that email with a case through the Dynamics App for Outlook, then that e-mail will appear three separate times in the "timeline" for that case. We are trying to limit this duplication.

    We've already used that setting to ensure that only one e-mail is tracked for multiple recipients, but it doesn't stop multiple people from manually associating the same e-mail with a record/case through the Dynamics app in Outlook-- that's the fundamental problem.

    Sorry for not being clearer before!

    Thank you for your answer.

  • erhan.keskin Profile Picture
    erhan.keskin 2,247 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Hi,

    Outlook will manage that and you will see one e-mail activity in CRM. Is there any problem you see here or is this a assumption?

    What do you want to access in relation to those activities? What are your criteria?

    regards,

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    I don't follow.  The regarding field is a lookup on the activity record.  It can only have one value.  While it is possible that someone comes in and change it from one case to another or to something else like a contact or account, there is no space for more than one regarding object.  I don't understand where attachments figure into this.

    One thing you might be interested in is the system settings for emails (in CE).  There is an option for having only one email tracked for multiple recipients.

  • WhosComingforSupport Profile Picture
    WhosComingforSupport 40 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Hi Erhan,

    The issue with the email is this: if one e-mail is sent to 5 people, all of them can "track" or "set regarding" that e-mail, and the e-mail will appear in the attachments 5 times. That would be managed on Dynamics' side I imagine-- the e-mails posted as "activities" on the case timeline. I don't know how to access that part of the backend however.

    Thank you so much for your answer!

  • erhan.keskin Profile Picture
    erhan.keskin 2,247 on at
    RE: Duplicate Detection for "Set Regarding" E-Mails

    Hi,

    Duplicate Detection Job doesn't delete anything.

    Outlook manages the e-mails, there wouldn't be any duplication. If the duplication you think is such as to send the same e-mail again to the same recipients, then you might need to develop a plugin.

    Regards,

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