By default, Microsoft CRM uses Smart Matching to match and regard inbound emails to existing CRM records, so that similarities in emails threads are linked to the same object record. For a review of how Smart Matching works, please visit: http://community.dynamics.com/blogs/cscrmblog/archive/2008/11/11/microsoft-dynamics-crm-email-correlation-and-smart-matching.aspx
Microsoft CRM can also be configured to use Tracking Tokens to help predict which inbound emails should link together. A tracking token is an alphanumeric string generated by Microsoft Dynamics CRM and appended to the end of an e-mail subject line. It matches e-mail activities with e-mail messages.
In the past, we have had reported issues where smart matching technology has work inconsistently, often times leading to incorrect tracking of records. Some clients have asked on the possibilities of switching from Smart Matching to Tracking Tokens. This article covers such steps.
Prerequisite:
The CRM environment is at least at the Rollup 3 level.
Part A:
Review and complete all steps in Microsoft Knowledgebase article 969946: http://support.microsoft.com/kb/969946/
Note: While running the Microsoft.crm.se.emailtrackingtokenextractortool.exe I received an error regarding the execution in the .NET Framework. Specifically, the error message was: Execution of user code in the .NET Framework is disabled. Enable "clr enabled" configuration option”.
I executed the following commands in SQL server:
exec sp_configure ‘clr_enable’,’1′
RECONFIGURE
The Microsoft.crm.se.emailtrackingtokenextractortool ran properly.
I then disabled this functionality after the tool completed.
exec sp_configure ‘clr_enable’,’0′
RECONFIGURE
Part B:
Review and complete all steps in Microsoft Knowledgebase article 958084:
http://support.microsoft.com/kb/958084
There is a hotfix, as well as a registry key setting that are applied to the CRM application server, and all client machines running CRM for Outlook.
Part C:
Enable Tracking Tokens in CRM by following these steps:
Open CRM | Settings | Administration | System Settings | Email (tab)
Click Use Tracking Tokens
If necessary, specify additional properties for tracking tokens, such as the subject prefix, number of digits for incremental message counter.
That’s all. From here on, new CRM-tracked emails will have a tracking token appended to the end of the email subject
