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!
LVL 4
denver218Asked:
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Chinmay PatelChief Technology NinjaCommented:
Hi denver218,

I think this is what you are looking for :

http://support.microsoft.com/kb/958084

Regards,
Chinmay

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
denver218Author Commented:
Thanks.  Do you agree that smart matching is probably my problem?
Chinmay PatelChief Technology NinjaCommented:
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.

HTH,
Chinmay
denver218Author Commented:
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.
denver218Author Commented:
Thanks
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Dynamics

From novice to tech pro — start learning today.