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No Email Token in Subject RRS feed

  • Question

  • Is it possible to track emails without having a token in the subject line, maybe in the message body or maybe the software can just try to match quotes in a response email? If it is not possible then can CRM at least be configured that such tokens are only used for Cases but not for other email, in particular ones that are sent to potential customers?

    Thanks
    Monday, August 3, 2009 5:01 PM

Answers

  • CRM's 'smart matching' will attempt to automatically track emails based on previously tracked emails / a heuristic algorithym. - In my experience though, the process is not perfect and can create confusion when emails are 'automatically' tracked against the wrong record in CRM..

    If you do not want tokens, I would encourage you to track individual emails manually from the outlook client.

    (Tracking is on for all email - or off for all email - there isn't way to partially enable it.)
    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Monday, August 3, 2009 5:14 PM
    Moderator