Logic for an inbound email applied to an account where multiple records have that email address?

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Posted on by TM-25060847-0

Some context -

I'm (the new) system admin for a university and their CRM for applicants to the university. We have agents who process student applications for them, and their email address get attached as a secondary email to multiple accounts. (Field email2)

If we get an email from the agent it attaches to an account, where the agents email address is in the email 2 field.

Could anyone tell me the logic to which Dynamics decides which record this gets attached to?

Is it the first one which had this email address linked, the first one created?

Its a potential Data Protection minefield, any help or advice would be greatly appreciated, plus a bonus kudos / thumbs up / virtual high five if you can tell me how to stop it

We can't turn on the automated duplication prevention due to the way data is fed through from our parent system

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