When was the last time you called a customer support agent for a trivial issue with your mobile or laptop? Or when did you call a customer support agent to cancel or track an order you placed on any e-store? I bet it must have been a long time back! Thanks to the revolutionary concept of self-service, there were dramatic changes in traditional customer support. The number of organizations providing the option of self-service is increasing day by day.

Rising to the occasion, Dynamics 365 also launched Dynamics 365 Portal or Power Apps Portals two years ago. Power Apps are external-facing websites that enable access to CRM data for various users outside the organization.

Earlier, a Dynamics 365 portal was separate and came as a licensed add-on to Dynamics 365 apps, or the licenses would include a default portal add-on. After October 1, 2019, a Dynamics 365 portal no longer comes as a separate licensed add-on. Instead, it is licensed based on usage and extends a particular functionality of a Dynamics 365 app.

The caching mechanism of Power App portals is different from that of the add-on-based licensed Dynamics 365 portal. There is also a difference in the provision method between usage-based PowerApp portals and add-on-based Dynamics 365 portal licenses.

In short, PowerApps portals are the next generation of Dynamics 365 portal’s licensed add-ons.

If you are looking for a cost-effective way to integrate one or more capacity-based portals with your Dynamics 365, PortalXpand can help you out. It is a highly customizable and scalable Dynamics 365 portal solution that you can use to manage portals for vendors, partners, customers, and other entities right from a single dashboard.

Types of Dynamics 365 Portals

1. Customer Self-Service Portal

A customer self-service portal, as the name suggests, helps customers serve themselves without any manual support. You can include knowledge articles to help them find answers to their queries. There are also other options like live chat, FAQs, online community forums, how-to guides, videos, user manuals, etc., that you can offer. Besides, you can also enable customers to comment, review, and provide their feedback to help you analyze their satisfaction.

2. Employee self-service Portal

An employee self-service portal can help an organization provide employees with a place to share knowledge, manage tasks, and interact with each other within the CRM. They should be able to use it to view answers to FAQs, submit feedback, and develop their community.

HR for Dynamics is a self-service portal for employees that helps simplify tasks - especially for HR and managers. Using this portal, employees can manage their interaction with the HR department regarding leaves, activities, reimbursements, etc. They can also update their info like bank details or contact details easily from within the portal.

Managers can perform their managerial tasks more efficiently with this portal. They can access the team’s summary, leave details, deadlines of projects, certification details, etc., in real-time. This quick access of information helps in accurate and timely analysis of the team’s performance.

3. Community Portal

A community portal is basically like a virtual community. A community portal of any organization or company invites people to collaborate, discuss, write blogs and articles, poll and review products, etc. This type of portal encourages users to promote the brand as they also feel that they have a say in the brand and are indirect contributors to the brand's popularity.

4. Partner Portal

A partner portal lends a helping hand to your partners to manage their work better. It provides access to various components like orders, invoices, payment, history, and other organizational entities relevant to them.

Easy access to this information helps partners get insights into leads, deals, opportunities, and more. Accordingly, they figure out a strategy to enhance their operations and eliminate any bottlenecks or issues with proper feedback. Partners can also manage their relevant details like contract or contact details and update them easily. Multiple partners can collaborate on a single opportunity to get good sales and experience with a partner portal.

5. Field Service and Project Service Automation Portal

A field service portal gives a 360-degree view of entities like assets, invoices, work orders, and agreements. When customers purchase the Field Service, Project Service Automation, or an Enterprise plan, it is available. The Project Service Automation portal provides partners with project information like quotes, bookable resources, invoices, etc.

Consider Portal Customization - To Smarten Your Portal

A legacy portal that you used for your organization may need customization to make it relevant. CRMJetty can provide customization for any Dynamics 365 portal type to suit your business requirements.

We typically help our clients customize their portals in one of the following ways:

• Technology/Platform Upgrades

If you want to upgrade to any technology or platform for your portal, our developer team can get it done for you.

• Repair and Maintenance

If you use an ancient solution and it gives problems often enough, we offer bug-fixing services to help protect your data from bugs, zero-days, and more.

• Technology Migration

If you are looking to migrate to new or modern technology, we have got you covered. For instance, you can get help moving your solution with a non-CMS backend to a modern and CMS-backed platform.

• Re-development of Your Current Solution

If you want changes in your current solution’s architecture to remove development roadblocks, we can provide you with the best possible solution as per your requirements.

Avail of the best customization services now!

Integrate PortalXpand - Your Ultimate Solution to Create a Next-Gen Portal

If you want to create a next-gen portal or upgrade your existing portal with the latest features, here are a few functionalities of PortalXpand that can interest you.

• Enhanced Security - PortalXpand lets you provide access to different entities in your Dynamics 365 portal to different users based on their roles. You can create different user groups first, define their roles, and then provide them with access to entities based on their roles. It will help you secure your CRM data better.

• 360-Degree Entity Management - With PortalXpand Dynamics CRM Portal, you can control the entities in both CRM and your portal. It also allows you to use all the default CRM entities and configure additional custom entities to suit your business needs in Dynamics CRM.

• Custom Dashboard - You can also customize your dashboard to make it easy-to-navigate with PortalXpand. It lets you set and configure multiple widgets like Recent Activity, Counter Block, etc., for one or more entities you want.

Integrate Knowledge Base - Your Easiest Way to Launch a self-service Portal

One of the key elements you should include in your self-service portal is Knowledge Base. By providing access to a knowledge base in your Dynamics 365 portal, you can stay in constant touch with your customers.

An exhaustive library of documents, white papers, and tools to explain everything about your products and services helps serve your customers more efficiently. It also helps you shift from passive customer service to proactive customer service. Instead of having customers call you every time, you can proactively address most of their concerns and queries with your knowledge base.

Consider SharePoint - A Valuable Add-On for Your Portal

There are different add-ons that you can integrate with your portal to streamline your business operations more. One of the best add-ons you can consider is SharePoint. With our portal solution, you can integrate SharePoint in your Dynamics 365 easily.

With this integration, both you (as the admin) and portal users can manage and store the documents like quotes, proposals, etc., associated with specific records. After installing the SharePoint integration plugin in Dynamics 365, users can create folders, documents, files and delete records.

Build a Dynamics CRM Portal Now - With CRMJetty By Your Side

If you seek to build a Dynamics 365 Portal for your organization, CRMJetty can be your right team for that. We can discuss your business requirements, analyze them, and provide you with a ready-to-integrate portal solution if it’s an exact fit. Our developer team can also gauge the scale of customization our ready-made portal solution would require to fit your business requirements.

Once the developers test the feasibility, they start the required customizations after your consent. We also ensure that you keep getting updates on the progress on a regular basis. Once the final product is ready, our QA team comes into action and tests it for limitations and glitches. Once your product is ready and glitch-free, we hand it over to you. We can also provide you with support for a limited period to help you understand portal features and get familiar with it.

All set to kickstart your portal development journey? Your alpha team is just a click away!

Have you thought about the outcome of a bad customer experience? It can cost your business and even affect the customer base. A research says that 25% of customers will switch the provider after one negative experience. 33% will share their experience in one way or another. 

In the eCommerce era, where every user prefers an online experience, businesses can’t risk letting their users down. And with digitalization, the traditional way of CX and providing support has changed. Customers now prefer to resolve their queries using online guides rather than waiting for a call or a message from the support team. The new era has brought in the need for a self-service experience. And that’s how Dynamics 365 Customer Portal comes into the picture. 

It helps identify client issues and deliver exceptional service.

A Dynamics CRM Customer Portal provides end-users a dedicated space to track and manage their support tickets. It connects them to the knowledge base and other resources. Overall, it bridges the communication gap between end-users and businesses. 

Here are some indicators that help identify whether your business needs to have a customer portal or not.

• There’s a continuous sharing and exchanging of data and documents
• You want to provide better support without increasing employees
• You are planning to provide your users with an automatic ticket generation system so that they can raise and track the status at their convenience
• You want to give your users the liberty to access their invoices and quotes 
• You want to let customers schedule and arrange their payments

If there’s a yes to even one of it, you must go for it. In fact, a study shows that 67% of end-users prefer a Dynamics 365 Customer Portal over a human representative. And this demand for improved CX is only going to increase. This is why businesses need to adopt portal solutions.

Let us see what are other reasons to go for a customer portal.

• Meets User Experience

Portals make it easy for end-users to find the solutions they are looking for. It gives them relevant information such as articles, new launch announcements, FAQs, promotion and update announcements, etc.

And this is how self-service solutions provide a better customer experience, increased brand loyalty, credibility, and customer retention. 

• Provides Immediate Solution

We know our patience level. We want an immediate solution to our problems. Hence, it is necessary to bring in a portal solution. Because it allows users to access it from any device and round the clock. It curbs the process of going through multiple sales reps to get the answer. 

If you go for Dynamics CRM Portal, you can deliver your end-users with quality, 24-7 support. Your customers won’t have to wait for answers.  

• Helps Build Community

The concept, “Be a helping hand. Let one support another,” is why you must go for Dynamics 365 Customer Portal. It can lead you to build a strong community for your products where users can help one another. A good community, in turn, will reduce your workload. You won’t have to increase your customer support team. In fact, at one stage, you could be free of 80% of support services. 

Besides, it can help you improve loyalty and brand name. Most customers are in the community for a long time and can even pitch for new features they would like to have. 

An effective solution will enable them to ask questions, suggest ideas, share experiences, and engage with other users.

In a Nutshell

Dynamics CRM Portal provides self-service, relevant information, and exceptional service. It makes it easy for customers to interact with businesses. Along with it, it helps build trust and brand loyalty.

Having a portal is directly proportional to the customer experience, and business success.