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How should CRM users interact with clients

Posted on by 15

Hi,

We have a scenario wherein we need latest inputs on how CRM users should interact with the external clients other than using activities like email, phone call.etc. Our domain is finance and we cannot expose confidential data in emails.

Our current solution is that we have exposed a section of the Case entity to the platform where clients log in. Clients input something on the platform which we can see in case and vice-versa. In this way they interact with each other.

But we want a more standardized approach. What is the latest standard solution going on in the market through which clients and users interact?

Regards,

Shraddha Dhingra

  • LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: How should CRM users interact with clients

    Hi partner,

    According to your description, CRM portal is very suitable for you.

    You can set permissions in D365 to allow external users to access your CRM data without license. They can crete/read/modify records in portal but they could not access the information you don't want them to see.

    You could go to Dynamics 365 admin center->applications->add-on portal

    pastedimage1572937384729v1.png

    Here are some DOCs which can help you use portal step by step.

    https://docs.microsoft.com/en-us/dynamics365/portals/administer-manage-portal-dynamics-365

    https://docs.microsoft.com/en-us/dynamics365/portals/provision-portal

    Hope it helps.

    Best Regards,

    Leo

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: How should CRM users interact with clients

    Hi Shraddha,

    Dynamics 365 Portal - Customer Self Service is the answer to your question :)

    https://us.hitachi-solutions.com/blog/dynamics-365-portals-why-you-need-them-and-how-to-try-them-for-free/

    https://ledgeviewpartners.com/blog/microsoft-dynamics-365-for-customer-service-customer-self-service-portals/

    Hope this helps.

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