Updates from editor

Author: Celiazhou1

support/dynamics-365/customer-service/queues/queue-email-address-not-resolving-correctly.md

@@ -1,11 +1,11 @@
 ---
-title: Queue Email Address is Unresolved or Unrecognized In the To Field
+title: Queue Email Address Is Unresolved or Unrecognized in the To Field
 description: Solves an issue where emails sent to a queue show the queue email address as unresolved or unrecognized in the To field in Microsoft Dynamics 365.
 author: Yerragovula
 ms.author: srreddy
 ms.reviewer: courtser
 ai-usage: ai-assisted
-ms.date: 04/17/2025
+ms.date: 04/18/2025
 ms.custom: sap:Queues, DFM
 ---
 # Queue email address isn't resolved correctly in Dynamics 365
@@ -18,13 +18,13 @@ When emails are sent to a [queue](/dynamics365/customer-service/administer/set-u
 
 ## Cause
 
-This issue occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and may randomly resolve one of them. As a result, the email address appears as unresolved or unrecognized.
+This issue occurs when multiple records within Dynamics 365 share the same email address. The system identifies multiple matches and might randomly resolve one of them. As a result, the email address appears as unresolved or unrecognized.
 
 ## Resolution
 
 To resolve this issue, follow these steps:
 
-1. Use the following [Open Data Protocol (OData) query](/power-apps/developer/data-platform/webapi/query/overview) to find duplicate email addresses in the system. This query will return all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
+1. Use the following [Open Data Protocol (OData) query](/power-apps/developer/data-platform/webapi/query/overview) to find duplicate email addresses in the system. This query returns all records (queues, accounts, contacts, leads, or custom records) that share the same email address.
 
     `https://contoso.api.crm.dynamics.com/api/data/v9.1/emailsearches?$filter=emailaddress eq '[email protected]'`
 
@@ -37,7 +37,7 @@ To resolve this issue, follow these steps:
 
    2. After updating the email addresses, verify the query results to ensure duplicates no longer appear.
 
-      If duplicates persist in the query results, there may be a delay in the email search table refresh. Currently, there's no method to force an immediate refresh of the email search table.
+      If duplicates persist in the query results, there might be a delay in the email search table refresh. Currently, there's no method to force an immediate refresh of the email search table.
 
 3. Adjust Dynamics 365 system settings:
 
@@ -46,4 +46,4 @@ To resolve this issue, follow these steps:
     3. Set the setting to **No** to ensure the system correctly resolves email addresses when there's only one matching record.
 
    > [!IMPORTANT]
-   > If the setting is set to **Yes**, the system won't resolve email addresses that have multiple matches. These email addresses will appear marked in red, requiring you to manually resolve them to a specific record.
+   > If the setting is set to **Yes**, the system doesn;t resolve email addresses that have multiple matches. These email addresses appear marked in red, requiring you to manually resolve them to a specific record.