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Hi,
In our Customer Service portal our customers can raise cases.
Basic details have to be supplied, and a description of what the issue entails.
They are also able to add a file attachment.
Upon submitting the form a case is raised and we pick it up in the Customer Service Hub
Where a file is attached, where can this be picked up in the Case page?
Thanks
Steve
Hi Steve,
The attachments of case will be managed in Portal Comment entity in CRM. This entity is activity type entity.
I have created case named with Product Issue from portal, and attached document with cases named with Issue Steps.docx.
Now in CRM, case detail, you will find one Portal Comment in case timeline section, open that portal comment record.
You can find you attached file in Portal Comment record in timeline section as note.
I hope it helps,
Thanks.
Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365.
Hi Nya,
Thank you for your reply.
Unfortunately I'm still not seeing attachments, posted to an incident on the Portal, being displayed in the Case page:
I have gone into Advanced Settings and looked at customizing the Case for Interactive Experience form, but can't see anywhere there that might make a difference.
Regards
Steve
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