Customer Self-Service Portal

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Posted on by EBMRay

899

Hello everyone,

I want someone to suggest to me the following questions I am going to ask. So I can make sure if I can achieve my needs.

I have several questions according to this existing portal which is similar to what I was planning for.

1. I have created the portal but how I can sign in as an admin, not as a normal user?

2. Suppose that many users have created cases about their problems how I can manage them, update their status and notify the clients about their issues to keep them updated.

3. Is it possible to user Power Automate in this portal? Because I am planning for when the user submits the case send an email to my team and if no one of my team has checked for the issue I want to send a reminder for them to check the issue.

4. The cases created are they stored in Cases entity in Dynamics CRM for each client?

5. What about the attached files of the Cases where I can find them?

6. Which license do you suggest me to pick for this portal? I don't have a lot of external users that will log-in for this portal.

Finally, I found this portal very useful and I'd like to use it if I can achieve what I asked for so I can convert this trial portal to production.

Can please someone answer in detail, and provide examples?

Any help will be greatly appreciated.
Thank you!

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Answers (1)

Suggested answer

CRMJetty 3,508 on at

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RE: Customer Self-Service Portal

Hello EBMRay,

Pls refer this article,

https://www.crmjetty.com/blog/dynamics-365-self-service-portal-manage-operations-better/

I hope it helps,

Thanks.

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365
EBMRay 899 on at

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RE: Customer Self-Service Portal

Hi Mahender,

In Dynamics CRM 365 I am not the global administrator, but in the portal, I have assigned myself as an administrator.

In my account in Dynamics CRM 365 i can add/edit/delete in Case/Lead/Contact/Account entities.

Furthermore, I have found that I can't confirm my e-mail in the portal because I don't have the permission of the global administrator.

It seems that my email should be approved by the administrator of Dynamics CRM 365 not the portal so I can create a new case.

Do you think that is the issue?

Thank you!
Suggested answer

Mahendar Pal 45,095 on at

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RE: Customer Self-Service Portal

Hi,

This is access issue, please make sure you have all the required access setup related to case. you should have access to all the entity through case relationship.
EBMRay 899 on at

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RE: Customer Self-Service Portal

Hello Mahendar,

Thank you very much for your helpful answers.

I just have an issue while creating the case I can't select the contact person input to choose for which manager I want to assign. Also, it's not clickable and it's required to create the case.

Here is a screenshot:

What would the problem?

Where I can modify the subject dropdown?

Looking to hear from you.

Thanks again!
Verified answer

Mahendar Pal 45,095 on at

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RE: Customer Self-Service Portal

Hi,

1. To access portal as a Admin user you have to use Administrator web roles, so your contact have this role you will be logged in as admin user.

2. You can manage this using access levels, you configure your web role where you can modify cases.

docs.microsoft.com/.../manage-knowledge-articles-content-levels

3. You can achieve this using out of the box workflow, but yes you can also use flow if required.

4. Yes cases are stored in the case entity and it have customer lookup which provide information about the client.

5. Attachments are stored in notes entity normally but you can also enable SharePoint integration if required.

https://docs.microsoft.com/en-us/powerapps/maker/portals/manage-sharepoint-documents

6. we used to get one free instance for the portal, but recently there are some changes, you can refer

https://msdynamicsworld.com/story/microsoft-reveals-powerapps-portals-pricing-and-licensing-approach

Yes you can change state of your portal from development to production from Dynamics 365 Admin center