Link to home
Start Free TrialLog in
Avatar of denver218
denver218Flag for United States of America

asked on

Microsoft Dynamics CRM 4.0 and Smart Matching

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!
Avatar of Chinmay Patel
Chinmay Patel
Flag of India image

Link to home
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
Start Free Trial
Avatar of denver218


Thanks.  Do you agree that smart matching is probably my problem?
I think so or it could be due to the add ons you have installed. However, I suggest you do a trial run and verify, as it is controlled by a registry switch in case it turns out to be useless you can always disable it. But yes Smart Matching DOES use subject line as one of the parameters for the match.

OK thanks.  I will look over the link you sent me and try it out.  The only add-ons I have installed for CRM 4.0, is the outlook add-on for CRM, and of course I'm using c360 and the email router.