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5Hello,
I'm fairly new to Dynamics CRM but we have a persistent issue that we are unclear how to resolve.
We use Smart Matching on our email integration and this occurs
"Internal Person 1" sends an email to "External Person 1" and cc's "Internal Person 2" and "Internal Person 3" with a generic subject "Catching Up"
They also send emails with the same subject to other external people ("External Person 2") but these are not the same email and they are not at all related to the original.
With Smart Matching the emails for "External Person 2" and everyone else who got an email with a similar subject are tagged to "External Person 1" in the CRM. We believe this is because the two internal people ("Internal Person 1" and "Internal Person 2") are on both emails.
It has been suggested that we switch to Tracking Tokens - but our team do not like how this looks when interacting with our external clients.
My questions
1. Is there a more sophisticated email integration option that might give us more flexibility?
2. Is there a way to tell the system to no tag based on @ourdomain.com and only look at recipients from oher domains? (this is how it is done in other CRM products that I have used)
Appreciate any feedback
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