Customer experience | Sales, Customer Insights,...

External users

(0) Share

Report

Posted on by A Wennerwik

155

Hi,

I have been asked to look for a solution that allows external users to fill in an application form on a website, and then on submit the information will create a Case record in Dynamics.

Would this be Portal forms or is there another way of doing this?

Thanks

All responses (2)

Answers (0)

Zap Objects 913 on at

Like (0)

Report

External users

Hi Anders,

There are 2 ways of achieving this requirement: Creating Case when user fills in a form on website.

Approach 1: Set up Dynamics 365 Portal (as mentioned by Haig)

Approach 2: Configure a form on your website... which would then generate an email with form details (on Submit) ... which can then be easily parsed to create Case in Dynamics 365.

Your company must already be having a website.
Every website has a forms plugin which is mostly free to use. For example our website is built using Wordpress and we use "Contact Form 7" plugin which is free to use.
Here you can easily configure a form which will show up in your website.

Now whenever user fills in this form...an email is automatically generated. This email body has the details of the values filled in by your customer.

Configure a Queue in Dynamics 365... where this email would be received.
Now using Zap Helpdesk - Web to Case feature... a New Case would automatically be generated!

Below is the blog which explains Web-to-Case feature in details:

https://zapobjects.com/microsoftdynamics365_crm_helpdesk_emailtocase_app/now-added-web-to-case-feature-to-zapobjects-helpdesk-email-to-case-app-for-dynamics-365-for-customer-service-crm/

Link for Zap Helpdesk App: https://zapobjects.com/apps/zap-helpdesk/
Suggested answer

Haig Liu Microsoft Employee on at

Like (0)

Report

External users

Hi,

Here are two ways to create cases from external sources:

1.Use the template to create a portal, users can create a case after registration.

2.Automatically convert incoming emails into cases.

https://learn.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

If my answer was helpful, please click Like, and if it solved your problem, I hope you can verify it to help other community members find more.
Please feel free to contact me if you have any further questions.
Regards,
Haig