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Allow external users i.e. clinets to see the CRM case details

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Posted on by Dynamic365Admin

Hi,

For support, we maintain the cases in Dynamic CRM.

Client wants access to that.

Can we provide access to the external users to see the case details?

Thanks

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RE: Allow external users i.e. clinets to see the CRM case details

Hi partner,

User can't access D365 directly unless they have a license.

1.If your external users are limited, you can purchase Team Member licenses which are $8 a month.

2.You will need a Portal for this and invite external users to use the Portal and submit data to D365.

What is Power Apps portals? - Power Apps | Microsoft Docs

Power Apps makers can now create a powerful new type of experience: external-facing websites that allow users outside their organizations to sign in with a wide variety of identities, create and view data in Microsoft Dataverse, or even browse content anonymously.

These capabilities feature a revamped end-to-end experience for makers to quickly create a website and customize it with pages, layout, and content. Makers can reuse page designs through templates, add forms and views to display key data from Dataverse, and publish to users.

Regards,

Leah Ju

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Dynamic365Admin 77 on at

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RE: Allow external users i.e. clinets to see the CRM case details

I have created a customer self-service portal to allow the clients to create cases. But I have couple of issues

1) The new case create form is not showing "entitlement" field even though it has the field added in the actual "web create case form". I do not know whether it is a rendering problem. Other fields are showing

2) How to show only the account of the customer not all accounts and in contact only the customer himself or herself, not others?

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RE: Allow external users i.e. clinets to see the CRM case details

Hi partner,

For your first question--"The new case create form is not showing "entitlement" field "

(1)Enabled the Site Setting named CustomerSupport/CaseEntitlementEnabled to true

(2)In most cases where data doesn't appear on the portal has to do with table permissions, check if you have setup a table Permission for the entitlement entity, and it will most likely need read, append, and append to.

(3) Portals add additional filtering criteria to retrieve entitlements when you open a lookup form, Try to add entitlement for that customer/company, for which you are creating the case:

(4)Test:

For second question, it is related to access type for table permissions, you need set correct access type for account and contact Permission.

You can refer following link to know more information:

Configure security using table permissions - Power Apps | Microsoft Docs

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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