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New AI Community Guidelines. Please review and follow them to ensure AI use stays safe, accurate, and compliant.

How to disable Creating leads when creating a case via online form?

edited Jun 2, 2025 2:33PM in Ask A Guru 3 comments

We have an on-going issue with "Email Case Capture"

  1. If someone fills out an on line case (not via "MyAccount" ) form. A case is created and assigned to a rep, but it seems to create a new lead rather than attaching the case to the existing customer. Why is this happening and what can I do about it?
  2. If a case is created via an email it does not create a new lead it adds the case to an account called "Anonymous Customer" .

In both the cases there is a 10% match between the email address and the email address of an existing customer. I have searched through all the settings and I cannot see any configuration where the rules for customer matching are configured.

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