Share via

When an incoming e-mail message is processed by the E-mail Router, the system extracts information that is associated with the e-mail message subject, sender address, and recipient's addresses that link the e-mail activity to other Microsoft Dynamics CRM records. This correlation process, also known as smart matching, uses the following criteria to match received e-mail message information to e-mail activities:

  • Article

Smart matching

  • Subject matching. Prefixes, such as RE: or Re:, and letter case are ignored. For example, e-mail message subjects with Re: hello and Hello would be considered a match.
  • Sender and recipient matching. The system calculates the number of exact sender and recipient e-mail addresses in common.

When the matching process is complete, the system selects the owner and the object of the incoming e-mail message.

By default, smart matching is turned on for new installations of Microsoft Dynamics CRM 2011 Server and for installations of Microsoft Dynamics CRM 2011 Server that have been upgraded from Microsoft Dynamics CRM 4.0 Server.

Note

You can disable, enable, and tune smart-matching settings in the System Settings area of the Microsoft Dynamics CRM application.