Microsoft Dynamics® CRM Training

Introduction to Portals in Microsoft Dynamics 365

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This video will introduce Portals in Microsoft Dynamics 365 Enterprise edition. Microsoft Portals, which are available for the entire organization with a subscription that includes at least one Dynamics 365 Enterprise Plan 1 license, are a relatively simple deployment of a web-based, customer-facing portal where Contacts stored in Dynamics 365 (generally customers) can log into a site to interact with data that pertains to them. An example is a Customer Self Service portal, where cases can be created and managed by customers, while staff can interact with those same cases using Dynamics 365 itself. These portals not only save employees and customers time, but also streamline interactions and business processes, and ensure that documents and notes are tracked within an accessible system. To install a portal, click the menu icon in the upper left corner of Dynamics 365 and choose Admin. Within Admin, click to expand the Admin centers section along the left side of the screen, then choose Dynamics 365. In the Admin Center, click the Applications tab, then click Portal Add-On. Click the pencil icon to manage. Enter text to name your portal, then choose Type from the dropdown list, if necessary. This will be grayed out unless you have multiple types, such as Production and Sandbox. My trial just contains a production instance, so this field is grayed out. Enter text for the desired portal URL, then choose a Dynamics 365 instance from the dropdown list. Additional fields will appear. Choose the portal language from the dropdown list, if it did not autopopulate correctly, and choose the portal administrator from its dropdown list as well. Choose the radio button for both the audience for the portal, and the Portal to deploy. When finished, click Submit. Read the terms of service agreement, then click Accept. On the page that ap pears, sign in to your account again, then click Accept to accept the permissions for the portal. A message will appear, letting you know it may take a while to set up the portal. To ensure that the portal has successfully been enabled, return to the Applications section of the Admin Center, and verify that it's showing the portal has been enabled. Let's take a look at a couple portal examples. This is the self-service portal, which is the most popular portal. This is the one I was talking about earlier, where Dynamics 365 contacts, or customers, can log in and create cases, view cases that they've created for themselves, or have been created for them by a Dynamics 365 user, or employee, and also close cases. In addition, they can add documents or notes to cases within the portal. Besides the popular Customer Service portal, Microsoft Dynamics 365 Portals feature other pre-configured, easily installed portals as well. Examples are:   n Partner Relationship Management (PRM) Portal – this is a portal designed to allow your Partner Sellers to log in and work with Opportunities that are assigned to them. There are several pages and templates designed to empower your partners to help sell your products and services. n Community Forums – Portals comes with a Community Forum component that allows you to set up a conversational, thread-based forum, with content in Dynamics 365 but exposed to your customers or whoever has a login to the portal. This component allows for thread management, and moderation, as well as sets of permissions to govern the use of the Forum. n Employee Self-Service Portal – this type of portal is similar to the Customer Self Service portal, but is designed to provide a platform to serve employees in your organization which may not necessarily have access to Dynamics 365. In this portal, employees can browse knowledge base articles, ask important questions, and provide feedback for configurable topics. They can also open service requests, similar to the Customer Service Portal. n Custom Portal – Microsoft Dynamics 365 provides a template for a Custom Portal, where most of the entities in Dynamics 365 can be exposed to whatever type of customer or partner your company needs to provide service for. Customization tools are provided both in Dynamics 365 itself, and within the portal itself, with portal role of Administrator applied to a portal-enabled user represented by a Contact record in Dynamics 365. All of the portals come with one license of Plan 1 - and that's all it takes to administer it. Then any contact can log into the portals, as long as they have a username and password. That's it for Portals. Thanks for watching this video by xRM!

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