CS and Portals - Case handling

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Posted on by Simon Winger

Hi!

I'm wondering about how to best integrate Customer Service and a Dynamics 365 Portal. When the support agent replies to an issue, he/she need to click on the plus in the timeline, and select to send an email or to add a portal-comment. I would like for the agent to do both, but not in two steps.

Am I missing something? Is there an easier way of doing this? I would expect to just be able to type the answer and click send, without worrying about where to publish it.

Any tips would be appreciated.

Best regards, Simon

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BobWinn 40 on at

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RE: CS and Portals - Case handling

It is working well. We also have processes in place to trigger an email as a result of multiple touch points to and from the Portal. We have an email go to the Case Owner if the end user posts a new comment, we have an email go to the end user if Owner closes/resolves the case and one that goes back to the owner if the end user closes the case.

The primary issue we had was new action on Portal cases were going un-noticed, as the majority of our workflow relies on non portal case management queues and views. This is why we have to build in so many notifications.

We still have issues with portal cases not always appearing in our case management views as new portal cases do not flow into our primary dashboard that shows a queue of "open" cases. That queue is created through an email to case automation.
Simon Winger 15 on at

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RE: CS and Portals - Case handling

Thank you!

We've been talking about such a solution, using a flow to send an email or to post to the portal. Does this work well for you? Do you have some kind of options or checkboxes to choose that the "post to portal"-process should run, or is it always on?

-S
BobWinn 40 on at

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RE: CS and Portals - Case handling

The way our portal is setup is our reps click Add Portal Comment, type in the response, and mark complete. We then have a workflow/process in the background that recognizes that action and generates an email to the end user stating "your case has been updated" with a copy of the response in the body of the email. We are using "legacy" process to do this, but I bet it could be handled via Flow / Power Automate, but have not looked into it.