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How should CRM users interact with clients

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Posted on by Shraddha Sinha

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

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LeoAlt 16,329 on at

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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

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
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RaviKashyap 55,410 on at

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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.