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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Portals external c...
Microsoft Dynamics CRM (Archived)

CRM Portals external customers

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Posted on by Luke12345678 629

Hi,

couple of questions around crm portals (adx).  Assumption is external customer isn't logged into the portal and they fill in a form.

1.  Does it have an upsert type feature?  E.g, it can match a contact with email and then update a contact record with details from the form?

2.  Can a form do something similar to case routing.  Matching a contact that's already in the system and creating a case automatically without them being logged in?

Ta

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    Nick.Doelman Profile Picture
    Nick.Doelman 1,947 Most Valuable Professional on at
    RE: CRM Portals external customers

    1. If a portal user tries to create a new profile that has the same login (assuming your specify email as the login) then the portal will not allow that profile/contact to be created.  They will need to login.  If they have forgotten their password, there is a mechanism where they enter their password and CRM will email them a link to the password reset page. 

    2. You could create a form to anonymously create a case, and then create some custom logic in CRM to match based on email and reassign the case to that contact.  This would be configuration, potentially some development to match emails.

    CRM portals does not do this "out of the box'.

    Hope that helps!

  • Luke12345678 Profile Picture
    Luke12345678 629 on at
    RE: CRM Portals external customers

    Yes, that does help thanks!  I can see the portal's core functionality works when you're getting people to login to the portal.  That does make sense.  Seems like it's more work than originally thought so will look at other options.

  • Nick.Doelman Profile Picture
    Nick.Doelman 1,947 Most Valuable Professional on at
    RE: CRM Portals external customers

    Just a follow up on my earlier response, if you have a user login, then they can create cases, search knowledge articles, etc.  This is "out of the box" with the customer support portal.  The matching to email address on the case form would be the part that would require some customization.

    Cheers

    Nick

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