How do I track emails ONLY using tokens in CRM 4.0?

The pattern matching or "intelligent" matching of email content is 
misapplying inbound emails to non-related cases.  I want to turn this feature 
OFF ASAP and return to ONLY tracking through tokens in the subject line.  I 
can turn OFF tokens but not the smart matching.  A configuration option would 
have been nice.  
0
8/17/2009 8:47:01 PM
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I think you turn on the tokens, and then your users have to use the option 
to only track "E-mail messages in response to CRM e-mail" - that's how you 
prevent CRM from using 'smart' matching.

Dave Ireland

"Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
> The pattern matching or "intelligent" matching of email content is
> misapplying inbound emails to non-related cases.  I want to turn this 
> feature
> OFF ASAP and return to ONLY tracking through tokens in the subject line. 
> I
> can turn OFF tokens but not the smart matching.  A configuration option 
> would
> have been nice. 


0
direland (470)
8/18/2009 1:11:23 AM
I do not see the setting for only tracking e-mail messages in response to CRM 
e-mail.  We have had tokens turned since we were on 3.0 but the smart 
matching is causign us numerous problems.  My users operate primarily out of 
Outlook while some others use only CRM.   Is this a client side setting?

"Dave Ireland" wrote:

> I think you turn on the tokens, and then your users have to use the option 
> to only track "E-mail messages in response to CRM e-mail" - that's how you 
> prevent CRM from using 'smart' matching.
> 
> Dave Ireland
> 
> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
> > The pattern matching or "intelligent" matching of email content is
> > misapplying inbound emails to non-related cases.  I want to turn this 
> > feature
> > OFF ASAP and return to ONLY tracking through tokens in the subject line. 
> > I
> > can turn OFF tokens but not the smart matching.  A configuration option 
> > would
> > have been nice. 
> 
> 
> 
0
8/18/2009 12:53:01 PM
It is a client-side setting, yes.  On the CRM options menu in Outlook, check 
the Email tab - in the dropdown list on that screen you should see three 
options, one of which is "E-mail messages in response to CRM e-mail"

Dave

"Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
news:D61E76B6-F9F8-4D04-BDD7-B23E0D6CD369@microsoft.com...
>I do not see the setting for only tracking e-mail messages in response to 
>CRM
> e-mail.  We have had tokens turned since we were on 3.0 but the smart
> matching is causign us numerous problems.  My users operate primarily out 
> of
> Outlook while some others use only CRM.   Is this a client side setting?
>
> "Dave Ireland" wrote:
>
>> I think you turn on the tokens, and then your users have to use the 
>> option
>> to only track "E-mail messages in response to CRM e-mail" - that's how 
>> you
>> prevent CRM from using 'smart' matching.
>>
>> Dave Ireland
>>
>> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message
>> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
>> > The pattern matching or "intelligent" matching of email content is
>> > misapplying inbound emails to non-related cases.  I want to turn this
>> > feature
>> > OFF ASAP and return to ONLY tracking through tokens in the subject 
>> > line.
>> > I
>> > can turn OFF tokens but not the smart matching.  A configuration option
>> > would
>> > have been nice.
>>
>>
>> 


0
direland (470)
8/18/2009 3:06:59 PM
I verified the users have the setting checked for "email messages in response 
to CRM e-mail.  The problem was occurring with that checked on the client 
side.  Any other suggestions?

I had read in a different blog that there may be registry settings you can 
put in to increase the "max number of matches" that smart matching has to 
have to make an association.  Have you heard of this approach?



"Dave Ireland" wrote:

> It is a client-side setting, yes.  On the CRM options menu in Outlook, check 
> the Email tab - in the dropdown list on that screen you should see three 
> options, one of which is "E-mail messages in response to CRM e-mail"
> 
> Dave
> 
> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
> news:D61E76B6-F9F8-4D04-BDD7-B23E0D6CD369@microsoft.com...
> >I do not see the setting for only tracking e-mail messages in response to 
> >CRM
> > e-mail.  We have had tokens turned since we were on 3.0 but the smart
> > matching is causign us numerous problems.  My users operate primarily out 
> > of
> > Outlook while some others use only CRM.   Is this a client side setting?
> >
> > "Dave Ireland" wrote:
> >
> >> I think you turn on the tokens, and then your users have to use the 
> >> option
> >> to only track "E-mail messages in response to CRM e-mail" - that's how 
> >> you
> >> prevent CRM from using 'smart' matching.
> >>
> >> Dave Ireland
> >>
> >> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message
> >> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
> >> > The pattern matching or "intelligent" matching of email content is
> >> > misapplying inbound emails to non-related cases.  I want to turn this
> >> > feature
> >> > OFF ASAP and return to ONLY tracking through tokens in the subject 
> >> > line.
> >> > I
> >> > can turn OFF tokens but not the smart matching.  A configuration option
> >> > would
> >> > have been nice.
> >>
> >>
> >> 
> 
> 
> 
0
8/18/2009 4:33:02 PM
We had the same issue with emails being smart matched to the wrong cases. 

I'd be interested in seeing the response to the registry setting as well. 

We use the forward mailbox method of tracking our emails. On the exchange 
side in the forward mailbox, we have a rule that sends any email that does 
not have "CRM:" in the subject line to the deleted folder. Only emails that 
have tokens are then tracked by the email router.


-- 
Leo


"Forrest_Adam" wrote:

> I verified the users have the setting checked for "email messages in response 
> to CRM e-mail.  The problem was occurring with that checked on the client 
> side.  Any other suggestions?
> 
> I had read in a different blog that there may be registry settings you can 
> put in to increase the "max number of matches" that smart matching has to 
> have to make an association.  Have you heard of this approach?
> 
> 
> 
> "Dave Ireland" wrote:
> 
> > It is a client-side setting, yes.  On the CRM options menu in Outlook, check 
> > the Email tab - in the dropdown list on that screen you should see three 
> > options, one of which is "E-mail messages in response to CRM e-mail"
> > 
> > Dave
> > 
> > "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
> > news:D61E76B6-F9F8-4D04-BDD7-B23E0D6CD369@microsoft.com...
> > >I do not see the setting for only tracking e-mail messages in response to 
> > >CRM
> > > e-mail.  We have had tokens turned since we were on 3.0 but the smart
> > > matching is causign us numerous problems.  My users operate primarily out 
> > > of
> > > Outlook while some others use only CRM.   Is this a client side setting?
> > >
> > > "Dave Ireland" wrote:
> > >
> > >> I think you turn on the tokens, and then your users have to use the 
> > >> option
> > >> to only track "E-mail messages in response to CRM e-mail" - that's how 
> > >> you
> > >> prevent CRM from using 'smart' matching.
> > >>
> > >> Dave Ireland
> > >>
> > >> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message
> > >> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
> > >> > The pattern matching or "intelligent" matching of email content is
> > >> > misapplying inbound emails to non-related cases.  I want to turn this
> > >> > feature
> > >> > OFF ASAP and return to ONLY tracking through tokens in the subject 
> > >> > line.
> > >> > I
> > >> > can turn OFF tokens but not the smart matching.  A configuration option
> > >> > would
> > >> > have been nice.
> > >>
> > >>
> > >> 
> > 
> > 
> > 
0
Mrleo (10)
8/19/2009 12:07:01 PM
The registry settings did NOT provide a middle ground.  They did turn off all 
smart matching, but that also included emails with tokens.  We were hoping 
for an either/or scenario with "smart matching".  Either use it OR go back to 
tokens.  But the truth is that token are only a way of making "smart 
matching" more inconsistently "smart".  We removed the registry entries and 
are not back to were we started.  

Our processes are that emails route to AD accounts setup for each of our 
clients.  Transport rules filter out the junk like "out of office", etc... 
and then forward the remainign emails to the CRMMAILBOX which then sends the 
emails to Queues that have been established for each of our accounts.  These 
Queues are managed by "triage" people that review, assign, and/or resolve 
inbound emails.  New emails generete CASES that we track response/resolve 
times for.  Return emails also show up on the triage person's dashboard 
(custom ASP app), but are referential only since they were already assigned 
to the case that was created in originating email.  

After "upgrade" to 4.0 emails were suddenly attaching themselves to 
non-relevent cases as experienced by numerous other people.  This is causing 
the same impact as letters being filed in the wrong folders and presenting us 
with customer service issues.  We need to either rely solely on the TOKENS or 
SMART MATCHING but there is no algorithm that I can imagine that could 
precisely route emails without the specifically assigned TOKEN.  

No solution so far...  NEED HELP!  Returning to manually tracking EVERY 
communique seems to be stepping back to when we used to use PUBLIC FOLDERS 
before CRM.  


"Mr_leo" wrote:

> We had the same issue with emails being smart matched to the wrong cases. 
> 
> I'd be interested in seeing the response to the registry setting as well. 
> 
> We use the forward mailbox method of tracking our emails. On the exchange 
> side in the forward mailbox, we have a rule that sends any email that does 
> not have "CRM:" in the subject line to the deleted folder. Only emails that 
> have tokens are then tracked by the email router.
> 
> 
> -- 
> Leo
> 
> 
> "Forrest_Adam" wrote:
> 
> > I verified the users have the setting checked for "email messages in response 
> > to CRM e-mail.  The problem was occurring with that checked on the client 
> > side.  Any other suggestions?
> > 
> > I had read in a different blog that there may be registry settings you can 
> > put in to increase the "max number of matches" that smart matching has to 
> > have to make an association.  Have you heard of this approach?
> > 
> > 
> > 
> > "Dave Ireland" wrote:
> > 
> > > It is a client-side setting, yes.  On the CRM options menu in Outlook, check 
> > > the Email tab - in the dropdown list on that screen you should see three 
> > > options, one of which is "E-mail messages in response to CRM e-mail"
> > > 
> > > Dave
> > > 
> > > "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
> > > news:D61E76B6-F9F8-4D04-BDD7-B23E0D6CD369@microsoft.com...
> > > >I do not see the setting for only tracking e-mail messages in response to 
> > > >CRM
> > > > e-mail.  We have had tokens turned since we were on 3.0 but the smart
> > > > matching is causign us numerous problems.  My users operate primarily out 
> > > > of
> > > > Outlook while some others use only CRM.   Is this a client side setting?
> > > >
> > > > "Dave Ireland" wrote:
> > > >
> > > >> I think you turn on the tokens, and then your users have to use the 
> > > >> option
> > > >> to only track "E-mail messages in response to CRM e-mail" - that's how 
> > > >> you
> > > >> prevent CRM from using 'smart' matching.
> > > >>
> > > >> Dave Ireland
> > > >>
> > > >> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message
> > > >> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
> > > >> > The pattern matching or "intelligent" matching of email content is
> > > >> > misapplying inbound emails to non-related cases.  I want to turn this
> > > >> > feature
> > > >> > OFF ASAP and return to ONLY tracking through tokens in the subject 
> > > >> > line.
> > > >> > I
> > > >> > can turn OFF tokens but not the smart matching.  A configuration option
> > > >> > would
> > > >> > have been nice.
> > > >>
> > > >>
> > > >> 
> > > 
> > > 
> > > 
0
8/19/2009 3:13:01 PM
Smart matching is enabled by default.  If you want to disable it, you will 
need to modify a registry.  See this KB article: 
http://support.microsoft.com/kb/958084/EN-US/

If you are going to completely disable smart matching, you'll need to review 
this KB article: http://support.microsoft.com/kb/969946/

Peter Gernburd

"Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message 
news:C4B3C75B-17E5-46C2-9D0B-DA9A2CFD3181@microsoft.com...
>I verified the users have the setting checked for "email messages in 
>response
> to CRM e-mail.  The problem was occurring with that checked on the client
> side.  Any other suggestions?
>
> I had read in a different blog that there may be registry settings you can
> put in to increase the "max number of matches" that smart matching has to
> have to make an association.  Have you heard of this approach?
>
>
>
> "Dave Ireland" wrote:
>
>> It is a client-side setting, yes.  On the CRM options menu in Outlook, 
>> check
>> the Email tab - in the dropdown list on that screen you should see three
>> options, one of which is "E-mail messages in response to CRM e-mail"
>>
>> Dave
>>
>> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in message
>> news:D61E76B6-F9F8-4D04-BDD7-B23E0D6CD369@microsoft.com...
>> >I do not see the setting for only tracking e-mail messages in response 
>> >to
>> >CRM
>> > e-mail.  We have had tokens turned since we were on 3.0 but the smart
>> > matching is causign us numerous problems.  My users operate primarily 
>> > out
>> > of
>> > Outlook while some others use only CRM.   Is this a client side 
>> > setting?
>> >
>> > "Dave Ireland" wrote:
>> >
>> >> I think you turn on the tokens, and then your users have to use the
>> >> option
>> >> to only track "E-mail messages in response to CRM e-mail" - that's how
>> >> you
>> >> prevent CRM from using 'smart' matching.
>> >>
>> >> Dave Ireland
>> >>
>> >> "Forrest_Adam" <ForrestAdam@discussions.microsoft.com> wrote in 
>> >> message
>> >> news:EAED0C30-DD4A-4570-A36D-7EDFF6856945@microsoft.com...
>> >> > The pattern matching or "intelligent" matching of email content is
>> >> > misapplying inbound emails to non-related cases.  I want to turn 
>> >> > this
>> >> > feature
>> >> > OFF ASAP and return to ONLY tracking through tokens in the subject
>> >> > line.
>> >> > I
>> >> > can turn OFF tokens but not the smart matching.  A configuration 
>> >> > option
>> >> > would
>> >> > have been nice.
>> >>
>> >>
>> >>
>>
>>
>> 

0
Peter
8/20/2009 2:14:05 AM
Reply:

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forward email as attachment`
I have Outlook 2002 and am trying to forward an email intact with full headers, like I can do in Outlook Express. I can not find any option for doing this. Is this "full-featured" program missing this feature? -- Mike D. www.stopassaultnow.net Remove .spamnot to respond by email use file, insert item or select two items, choose forward and delete the second message. Note that for reporting spam, its better to forward inline and copy the header and paste it into the message. There are utilities, such as pocketknife peek, that will make it easier. Or you can use a macro to ...