I am using Microsoft CRM 4.0 for my tech support department to recieve emails from customers who need assistance with something. We are using C360 to convert the emails into Cases. I think the problem I am having is caused by a feature called "smart matching" in CRM 4.0. It seems like when a customer sends an email with same subject line as a prior email that I recieved from the customer, it just adds this email to a case that was created in the past that had the same subject line in the email. If the email has a different subject line, it will create a new case with no problem at all. After doing some research, I read that this could be caused by a feature called "Smart Matching" Has anyone ever experienced this? If so, how did you get around this? I want every email that comes in to be converted to a new case. Any help on this matter would be greatly appreciated. THANKS!