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Hello,
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
Hi Team,
The three options using which email correlation done in CRM are as below
--> Use correlation to track email conversations
--> Use tracking tokens
--> Use smart matching
It is recommended to use one of the above or a combination of these option based on your required. Apart from this there is no more sophisticated ways of email integration.
Please refer the article
https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation
You can post your suggestion in https://experience.dynamics.com/ideas/ and get maximum votes for it. Based on the votes and the impact caused, this feature might get introduced in the future release.
#1
Hamza H
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#2
Daniyal Khaleel
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#3
DAnny3211
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