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Microsoft Dynamics CRM and smart matching

Posted on 2010-08-25
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Last Modified: 2012-05-10
It seems like emails coming into CRM 4.0 are being attached to existing cases instead of creating a new case.  This is really troublesome to employees that use this program at my company.   I was doing a little research and think what is occuring is due to "smart matching".  CRM experts does this sound correct?  If so how do I disable this feature?  I'm not even sure how it got turned on, I updated to update rollup 9 and thats when we started to notice it.  Any assistance would be greating appreciated.  
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Question by:denver218
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Feridun Kadir earned 500 total points
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by:denver218
ID: 33530870
Hi feridun, thanks for sending me that artilce.  If I open CRM, go to settings, click on Administration, and go to system settings and look under the email tab the check box next to "Use Tracking Token" is checked.  Can you explain what this does?  Is this my problem or is smart matching my problem.  This is all really confusing.  Emails and cases with the same subjects keep attaching themselves to other cases that had the same subject.  This is really causing us problems.  Would unchecking "Use Tracking Token" fix this or is this something to do with smart matching.  Thanks.
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by:denver218
ID: 33532713
Hi feridun, I wanted to further explain whats going on with my CRM.  If a customer sends in an email to a CRM queue, c360 turns that email into a case.  The thing is if a customer sends in another email with the same title/subject it automatically ties itself to that first case, even if that case has been closed and resolved.  I will still see the email in the CRM queue, it just doesn't turn into a case cuase it automatically attaches itself to a case that had the same title that was sent in prior.  I just need to figure out how to stop this from occuring.  Thanks
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by:Feridun Kadir
ID: 33534249
denver218,  the use tracking token setting causes CRM to add a token of the form CRM:00012 on the end of the subject line on outgoing e-mails.

The tracking token is meant to help CRM match e-mails to the correct regarding object in conjuction with smart matching.  

Your comment about c360 suggests to me that perhaps the c360 add-in is responsible. E-mails arrive in a queue, the c360 add-in examines the e-mail and is responsible for creating a case rather than CRM. This would suggest that the problem is to do with c360 rather than CRM. However, you need to work out how c360 decides to create a new case. It may examine the e-mail to see if it has been associated with an existing record by CRM smart matching.

I'm not sure that I can help much more without having sight of your system. I'm afraid that I'm not familiar with the detailed working of the c360 add-in.
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by:denver218
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thanks
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