Hi all,
I have 2 questions about smart matching in CRM 2013
1) We have a customer who has clients which would often send an e-mail every month to the queue which generates a case in CRM. I am led to believe that the smart matching uses the subject line, sender and receiver to match and append e-mails to existing cases if possible. However our customer often gets the next e-mail, 1 month later, with the same subject line. So xyz@xyz.com sends an e-mail to abc@abc.com with subject 'timesheet' and gets an auto-reply (with tracking token) and one month later xyz@xyz.com send an e-mail to abc@abc.com with subject 'timesheet' again. Will this be appended to the query created from the first e-mail as it has the same subject, sender and receiver?
2) We use smart matching AND a tracking token at the moment. In the example above, is the "tracking token" in the e-mail subject line also used as a 'keyword' when smartmatching analyses the subject line? If not, we may have to take off smart matching and keep the tracking token, to ensure e-mails aren't appended to existing cases incorrectly.
Thanks
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