Comments on: Duplicate E-mail Addresses confound CRM 2011 Tracking

By: direland

direland — Tue, 06 Mar 2012 12:28:08 +0000

Hi Allan2011- The key concept here is that you, as a user who can only see his own contacts, cannot see or know that there’s another contact in the system with the same email address as one of your contacts. But when you track an email from your contact, there’s a possibility that it may get tracked against the contactid for the contact that you don’t have permission to see. When that happens, you will still see the activity because you own it, but it will be associated with the wrong contact record.

By: Allan2011

Allan2011 — Thu, 02 Feb 2012 19:10:57 +0000

In my testing, it creates one copy of the email on the CRM server, then links it to all records associated with all email addresses shown in the email To and From fields. If you have duplicate emails, it’ll just link it to all of the records containing the duplicate email address. I either don’t understand your post, or it may not be accurate?

By: direland

direland — Wed, 28 Dec 2011 16:32:38 +0000

Joey, you may be a victim of the CRM’s “smart” matching logic (I’m legally obligated to put “smart” in quotes, because it’s not all that bright really. Google the Smart Matching issue – you will likely end up disabling it if it’s causing more problems than it’s solving.

By: joey

joey — Wed, 30 Nov 2011 13:32:35 +0000

I have the same “sort of” problem in a client environment. User track incomming e-mail without setting a “regarding”. This will go correct most of the time but sometimes it seems crm is linking the mail at random to another contact. Any ideas on that matter?

By: Peter

Peter — Sun, 02 Oct 2011 22:14:04 +0000

What an oversight. I hope the CRM engineering team steps up and seriously considers the design and its implications.

Thanks for posting this.