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Julien2
Post Prodigy
Post Prodigy

Customer Self-Service Portal

Hello everyone,

 

I want someone to suggest to me the following questions I am going to ask. So I can make sure if I can achieve my needs.

I have several questions according to this existing portal which is similar to what I was planning for.

1. I have created the portal but how I can sign in as an admin, not as a normal user?


2. Suppose that many users have created cases about their problems how I can manage them, update their status and notify the clients about their issues to keep them updated.


3. Is it possible to user Power Automate in this portal? Because I am planning for when the user submits the case send an email to my team and if no one of my team has checked for the issue I want to send a reminder for them to check the issue.


4. The cases created are they stored in Cases entity in Dynamics CRM for each client?


5. What about the attached files of the Cases where I can find them?


6. Which license do you suggest me to pick for this portal? I don't have a lot of external users that will log-in for this portal.

Finally, I found this portal very useful and I'd like to use it if I can achieve what I asked for so I can convert this trial portal to production.

 

Can please someone answer in detail, and provide examples?

Any help will be greatly appreciated.
Thank you!

1 ACCEPTED SOLUTION

Accepted Solutions
sandeepd
Power Apps
Power Apps

1. I have created the portal but how I can sign in as an admin, not as a normal user?

>> From your portal's sign-in page, sign-in using your Azure AD credentials. Once done you'll see a contact record created for your user in Dynamics 365 (or the Common Data Service) database. Using Portal Management app assign this user an Administrator or any other Web Role.  See security section of portals for this https://docs.microsoft.com/en-us/powerapps/maker/portals/configure/configure-contacts

 

However if your objective from being an admin is to just customize the portal then you can just do that by going to make.powerapps.com and edit the portal from there. You need not login to the portal as an Administrator the way I have described above.


2. Suppose that many users have created cases about their problems how I can manage them, update their status and notify the clients about their issues to keep them updated.

>> You'd manage the cases using Dynamics 365 and particularly a Customer Service application, and your portal will be installed on this environment that has the Dynamics 365 app installed. 

https://docs.microsoft.com/en-us/dynamics365/customer-service/overview


3. Is it possible to user Power Automate in this portal? Because I am planning for when the user submits the case send an email to my team and if no one of my team has checked for the issue I want to send a reminder for them to check the issue.

>> Yes, this integration of Power Automate flows is native to Dynamics 365 and the flow can be triggered from there on events that happen on the case records. 

https://docs.microsoft.com/en-us/power-automate/connection-dynamics365


4. The cases created are they stored in Cases entity in Dynamics CRM for each client?

>> Yes, Clients will be modeled as Accounts / Contacts within Dynamics 365 and cases will be parented to them and stored.


5. What about the attached files of the Cases where I can find them?

>> The Case entity has associated Notes records. The files attached are by default stored there. However portals with Dynamics 365 do provide other options for storing files like Azure Blob or SharePoint Online and can be leveraged depending on your use case  


6. Which license do you suggest me to pick for this portal? I don't have a lot of external users that will log-in for this portal.

>> The answer is it depends on the user type (authenticated vs. anonymous) and usage (number of users or page visits etc.) that you expect. You can refer to the licensing faq for portals here https://docs.microsoft.com/en-us/power-platform/admin/powerapps-flow-licensing-faq#portals 

View solution in original post

3 REPLIES 3

Hi,
You need to register as a user and then once the contact is created assign Administrator web role.
Or you can an invitation and then use the existing contact to register as portal admin.

If they submit the problem as different users of the portal, and all belongs to the same company, You can merge the cases and leave the comments for the portal user to see.

Once the same is submitted, the system will create a case in CRM, you can then use Power Automate to send an email.

You can check each attachment as in case activity under portal comments.

Thanks
sandeepd
Power Apps
Power Apps

1. I have created the portal but how I can sign in as an admin, not as a normal user?

>> From your portal's sign-in page, sign-in using your Azure AD credentials. Once done you'll see a contact record created for your user in Dynamics 365 (or the Common Data Service) database. Using Portal Management app assign this user an Administrator or any other Web Role.  See security section of portals for this https://docs.microsoft.com/en-us/powerapps/maker/portals/configure/configure-contacts

 

However if your objective from being an admin is to just customize the portal then you can just do that by going to make.powerapps.com and edit the portal from there. You need not login to the portal as an Administrator the way I have described above.


2. Suppose that many users have created cases about their problems how I can manage them, update their status and notify the clients about their issues to keep them updated.

>> You'd manage the cases using Dynamics 365 and particularly a Customer Service application, and your portal will be installed on this environment that has the Dynamics 365 app installed. 

https://docs.microsoft.com/en-us/dynamics365/customer-service/overview


3. Is it possible to user Power Automate in this portal? Because I am planning for when the user submits the case send an email to my team and if no one of my team has checked for the issue I want to send a reminder for them to check the issue.

>> Yes, this integration of Power Automate flows is native to Dynamics 365 and the flow can be triggered from there on events that happen on the case records. 

https://docs.microsoft.com/en-us/power-automate/connection-dynamics365


4. The cases created are they stored in Cases entity in Dynamics CRM for each client?

>> Yes, Clients will be modeled as Accounts / Contacts within Dynamics 365 and cases will be parented to them and stored.


5. What about the attached files of the Cases where I can find them?

>> The Case entity has associated Notes records. The files attached are by default stored there. However portals with Dynamics 365 do provide other options for storing files like Azure Blob or SharePoint Online and can be leveraged depending on your use case  


6. Which license do you suggest me to pick for this portal? I don't have a lot of external users that will log-in for this portal.

>> The answer is it depends on the user type (authenticated vs. anonymous) and usage (number of users or page visits etc.) that you expect. You can refer to the licensing faq for portals here https://docs.microsoft.com/en-us/power-platform/admin/powerapps-flow-licensing-faq#portals 

View solution in original post

Hi @sandeepd ,

Thank you very much for your understandable answers.

 

I just have an issue while creating the case I can't select the contact person input to choose for which manager I want to assign. Also, it's not clickable and required to create the case.

Here is a screenshot:

Capture3.PNG

While I refresh the page it shows the input of contacts and hides directly when it's refreshed.

Here is a demo:

Demo.gif

What would be the problem?

 

Where I can modify the subject dropdown?
Looking to hear from you.

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