Customer Engagement & Dynamics CRM Forum

Top 6 Features of Dynamics 365 Customer Portal

By Fidel Martin posted Jun 07, 2021 02:59 AM

  
Think of all the time spent between opening an email, reviewing a ticket, solving queries, replying with relevant information, and then getting back to work. Add up those minutes of lengthy interruptions, and you realize why your team couldn't finish priority tasks on time. 

To reduce those disruptions and free your support team, you need a solution that would manage all the customer-centric tasks and improve collaborations. And that's what a Dynamics 365 Customer Portal does! It makes the task of managing cases, documents, sheets, and accounts seamless. It not only maintains the database but also keeps the record in detail.

However, many Dynamics CRM Customer Portal features contribute to the business in various ways. We have outlined the six must-have features for your business. 

  • Customized Dashboard
Dynamics 365 customer portal intends to provide a seamless way to manage all business operations. It makes it all-inclusive on a customizable dashboard. Customers can decide the elements they want to stack on the dashboard, such as tickets, counter blocks, recent activity, or so on. They can even set quick links to widgets for any entity. With it, users can navigate seamlessly. 
Also, they don't need to check the modules for every activity. They can get an overview on their portal's homepage. 

  • User Management
Every business wants its customer data to be safe and secure. The best part about Dynamics is that it provides user management and role-based access features. 
With user management, admins can create roles and define access rights for them as well. If there is more than one admin, the main admin can give role-based access to other admins to carry out their activities.
 
They can assign users with different roles and let them access the entities based on them. For instance, if an admin assigns users with invoice view access, they can only view it. Users won't be able to edit the invoice. The same rule applies to the entire staff. 
Role-based access enhances security and helps manage the operations in a better way.

  • Entity Management
As a business owner, you need to control everything - business operations, tasks, and activities. 
With the help of a portal, you can keep everything under one radar. All the data from the portal will sync with the CRM and vice versa. It will make every data available in real-time. Besides, you can configure all the default entities and design layouts based on your requirements. 

It's essential to have a customization option as it gives a personal touch. Hence, Dynamics CRM Customer Portal!

  • Content Management
Most customers prefer to solve their queries on their own rather than contacting the support team. This is why they use the portal. With a knowledge base, they can learn about the product or services. In case of queries, they can search, read articles and resolve them. This would cater to all the needs of the customer and provide them with valuable resources. On the other hand, it will help your support team to serve better. 
While providing a knowledge base, make sure that you stock it with FAQs, articles, blogs, infographics, how-to guides, user manuals, and more. Also, your portal should allow you to decide which entities to keep visible to the public and which entities get access only after sign-in.

  • Smart Widgets
No matter how unique features and valuable content you have, if customers don't find the portal fun to interact with, they won't use it. 
So, provide smart widgets that allow customers to change their layout using a simple drag and drop builder. Let them personalize the login area and access the entities in their way. 

  • Document Management
A customer portal is not simply about generating tickets and accessing the knowledge base. There are instances where customers need to share documents with staff or the opposite. For instance, customers need to share their ID proof or other documents with the realtor in a real-estate business. Lease agreements and legal documents are other on the list. In that case, you can provide a document management feature in your Dynamics CRM customer portal itself. With SharePoint integration, you can even make internal document sharing seamless.

Having a one-stop solution with all the features will make your portal more likely to be used by customers.

Conclusion
In this competitive digital era, where customer experience can make or break a business, it's essential to have a Dynamics 365 customer portal that's not only backed by advanced features but also provides customizations. You need a solution that is tailored for your business and your customers. 
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