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What’s Possible with Microsoft Dynamics 365 Portals?

2017 CRM Conference

Shawn GensSenior Solution Architect & Managing Consultant

sgens@ledgeviewpartners.com

Chris HarpSenior Solution Architect

charp@ledgeviewpartners.com

The Problem

• You’ve supercharged your Sales Pipeline with CRM

• You are rocking your Service Center

• Everyone is loving Dynamics 365

• Except… what about the users you can’t give access?

The Solution

Portals

What is a Portal?

Definition• A portal is a website that is connected to Dynamics 365 that allows non-CRM

users to view and maintain CRM data.

Dynamics 365 for Portals• Contain a collection of solutions that allow for the deployment of a website

on top of Dynamics 365

• Have out-of-the-box support for multiple feature-rich portal types to fulfill a variety of customer website needs

• All content and configuration data is stored in Dynamics CRM with no custom development required

Why would I want to do that?

From here: https://blogs.technet.microsoft.com/msuspartner/2017/02/03/dynamics-365-portals-overview/

32%

50%

of consumers keep in touch with a brand

of end users use multiple channels to make their voice heard

Why would I want to do that?

From here: https://blogs.technet.microsoft.com/msuspartner/2017/02/03/dynamics-365-portals-overview/

81%% increase in customer use of online forums and communities for self-help last year

90%of global consumers now expect a brand or organization to offer a self-service portal

Why would I want to do that?

General Use Cases

• Grant access to a forum for users to submit ideas for product updates

• Give access knowledge base access to customers and distributors to resolve frequently asked questions

Why would I want to do that?

Sales Use Cases

•Provide access to leads for distributors

• Enable distributors to maintain their sales pipeline

Why would I want to do that?

Service Use Cases• Allow customers to submit

and monitor support requests

• Provide a contact us page for general questions

• Describe new product updates to customer with a blog post

Before you Begin

Stuff to know• Portals are hosted in Azure• Online only

• Both CRM and Portal• Unless you can convince Microsoft to give you an

ADXStudio license• Tied to a single instance of CRM

• Can change later, but has to be in the same Tenant

Before you Begin - Licensing

One comes with certain license types• Office 365 Plan 1 License

• Need to purchase additional licenses if you want another portal

Page view levels• Default 1 million monthly page views

• Buy additional in 500,000 increments

Step 1 – Initial Setup

Decide on your audience

• This controls the type of Portal that will be created• Not an easy change after the fact

• Its possible to change later, but you configured stuff• Types of Audiences

• Customer• Partner• Employee

Audience - Customer

Who is this audience?• Direct users of your product(s) or services

Portal Types Available• Community

• Self-Service

• Custom

Audience - Partner

Who is this audience?• Outside vendors, distributors, dealers, etc.

Portal Types Available• Customer Self-Service

• Community

• Partner

• Custom

Audience - Employee

Who is this audience?• Staff without CRM access that need limited CRM access

Portal Type• Self-Service

Community Portal

• For gathering feedback from and providing information to the audience

• Standard features include:• Forums

• Surveys

• Blogs

• Ideas

• Other types of pages can be added/customized

Partner Portal

• Standard Features include:• Contact Us

• Customer management• Create and update customer accounts and

contacts

• Customer Service• Cases

• Forums

• Knowledge Base

• Opportunities

>> Used to allow partners to manage their sales pipeline and submit cases

Self Service Portal

• Allows an audience to perform common tasks

• Used by all three types of audience

• Features include• Blogs• Contact Us• Customer Service

• Cases

• Feedback• Forums• Knowledge Base

Self-Service Portal Demo

Let’s Demo!•Knowledge Base•Contact Us•Login•Forums•Cases

Custom Portal

• Use if you need a specialized portal

• More work to set up• Template is very basic with almost no standard features

Step 2 – Customizing a Portal

• Content Management System (CMS)• Stored in CRM

• Admin can edit directly in the portal

• Demo• Editing Text

• Edit Navigation

Step 2 – Customizing a Portal

Controls• Entity Lists – Edit / View a list of records

• Based off of CRM Views

• Demo – Product Registrations

• Entity Forms – Edit / View a single record• Based off of CRM Form

• Demo – Warranty Card

• Other Controls• Bing Maps Control

• Calendar Control

• Ad Control

Step 2 - Customizing a Portal

Authentication • Are there areas on your portal you don’t

want everyone to see?

• Can restrict access to pages

• Based on Login

• Web Roles

• Similar to Security Role in CRM

• Entity Permissions

• Record access

• Controls what you can do to a record

Login Types• Local account

(CRM Contacts)• Facebook• Google• Windows Live ID• WS-Federation• Yahoo!

Step 3 – Advanced Customizations

• WebForms

• Theming• Use Bootstrap

• Liquid Markup Language

• Javascript• CafeX Demo

• Link to Custom web apps

Example Portals

• Here are some example portals:

https://successcentre.microsoftcrmportals.com/https://innovationhub.defence.gov.au/https://earlylearning.microsoftcrmportals.comhttps://portal.fahrzeugklinik.dehttps://portal.partner.iij.jp/https://formulario.argentina.gob.arhttps://alumni.kpmg.com.auhttps://my.virginatlantic.com/euclaim/https://spaww.microsoftcrmportals.comhttps://wwlpbdcrm.microsoftcrmportals.comhttp://signetgroup.nethttps://www.telosalliance.com/http://www.tronox.com

>> These are from Microsoft and are not customer references

What to do next?

Resources• Research

• Administrator's Guide to portal capabilities for Microsoft Dynamics 365

• Install Dynamics 365 portals

• Demo Guides

• Request a Trial Key

• Call a Partner (Like Ledgeview Partners!)

Questions