公司项目,大家帮帮忙 ---- Issue with inbound email correlation with Cases
I am using CRM 2011 on premises, using smart matching configured for email correlation.I have workflow which creates a case when email entered in the queue and the email is attached to the case if regarding field of email is don’t contains data.
It is working fine but some emails are attached to wrong case. For example, the case has been created with title “quote please” and if I forwarded email to XYZ related to the case. XYZ used the same forwarded email with same subject for new enquiry at that time email is attached to the case “quote please”.
In the above scenario CRM smart matching is working as per the configuration but I want to create new Case instead of attach email to existing case.
Is there anyone facing this kind of problem? How can I solve this kind of issue?
补充:企业软件 , ERP/CRM