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Dynamics 365 Portal: agent login and search by product

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Posted on by JasR

Hi

I'm just starting to test Dynamics 365 portal and have a couple of questions:

1. How can existing internal Dynamics 365 users (e.g. hotline agents) login to a portal using their existing Dynamics 365 account? I can only see options for Sign in with a local account (contact) or External Azure AD users.

2. For knowledge search: I have created relationships between articles and products. How can I add a Product filter before searching for articles e.g. I may want to select product "Apple iPhone 11" and only show all articles related to that product. Ideally having a separate product selection dropdown before the search text field would be ideal.

Thanks

  • JasR Profile Picture
    JasR on at
    RE: Dynamics 365 Portal: agent login and search by product

    Hi Leah Ju

    Thanks for the information. I will checkout the link. It's a shame there is no easy way to filter on products. Unfortunately, adding to keywords is not an option for us.

    I do have one additional question: is it possible to view / search internal only articles in portal (maybe a hidden setting). I did find some references that may allow ne to do this at

    https://crmtipoftheday.com/817/display-knowledge-articles-in-the-portals-using-custom-templates/

     https://colinvermander.wordpress.com/2017/06/08/dynamics-365-portals-customize-knowledge-articles/

    but would prefer an OOB solution.

    Thanks

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dynamics 365 Portal: agent login and search by product

    Hi JasR,

    Dynamics 365 Portal user can have 2 Type of account--Local Account and External Account.

    Local Account:

    A user whose control is within CRM is a local account, Here login process has nothing to do with third party application to allow user login in to portal.

    Users can be in two Entity of CRM.

    Entity 1: user (The Actual CRM license Users)

    Entity 2: contact (The Record of contact entity), You don’t have to create and assign license for allowing your users to access portal.

    'Register' and 'Redeem invitation'  

    pastedimage1620614310530v1.png

    You can refer following link, which provides more information about it:

    How Login Works in D365 Portal – Friyank Parikh Blog (wordpress.com)

    For second question, it's hard to filter knowledge articles based on related products, even create a separate product selection dropdown.

    Maybe you can add product name to 'keywords' field of the knowledge articles, then you can search it by using product name.

    pastedimage1620625539081v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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