Case identifier in Email using EWS integration
We are trying to identify individual case ids (Leads or Opportunities) from emails in SFA implementation using Sales Automation. Looks like you can only find a match using email address (returns multiple cases) or a case id in subject (can be removed by user). Am I missing anything or is that how Sales Automation product is designed ?
Pegasystems Inc.
US
@ravi9779 SA for Insurance has an example of matching using the external Policy ID (whatever was assigned by the Policy Administration System) that we store in the SAI Policy "case", are you asking about matching on a case ID (LEAD-1232)? The core matching logic in SA Outlook/Gsuite add-in is on the sender's eMail address, those can be duplicates on Lead but are unique on Contact.
Intellativ
US
@Cara Presseau that's correct, matching on a case ID (LEAD-1232). There are scenarios in our requirements where multiple leads ( 4 or more) can be open by the same Contact. so when an inbound email is received, how do Sales Reps know to which Lead Id/Case ID does it belong to ?
And yes, I had the same understanding - sender's email address is the unique identifier in the Sales email processing. However, our business requirements are demanding to associate emails using Case/Lead ID.