How to Get Started with Dynamics 365 Web Portals
Web portals are a great way to extend the reach of Microsoft Dynamics 365 by sharing selective data with non-CRM users, or to provide staff with additional collaborative features.
Launch your own self-service integrated customer portal, or perhaps enable a partner portal, that is readily accessible across desktop and mobile.
Available in more than 40 languages, portals are fully housed, maintained, and integrated with your instance of Dynamics 365. If you are already a Dynamics 365 customer, you’ll automatically have entitlement to deploy one web portal at no additional cost if you have at least 5 ‘full’ licences.
To help you assess how you could benefit from an integrated portal in this post we’ve shared background information together with some examples.
Please contact us if you require any help deploying or customising your own web portal.
Your portal audience
Firstly, you’ll need to define your audience.
In many instances, businesses deploy a Microsoft Dynamics 365 portal for their customers to use but as mentioned above there are other options.
Another audience could be business partners whereby a portal is used to distribute leads and remove barriers by enabling partners to easily provide updates on these and access sales resources.
There is also an option for employees to use a web portal. This would be a separate interface from the regular Dynamics 365 UI whereby users can create and share knowledge posts and perhaps engage through moderated forums. Please note, internal portal users require a Dynamics 365 user licence.
Other audiences might be broader. A community portal could bring together a mix of customers, prospects, partners and other industry contacts who can access blog posts and other resources, and participate in chat forums. Interactive options to solicit feedback include polls and post ratings.
Microsoft Dynamics 365 portals include ready-made templates to cover each of these audiences. The custom portal framework is extensible and customisable so this can also be adapted to fit bespoke needs.
Regardless of which portal template is applied there are considerations which apply for all scenarios.
Firstly, it is important to note that each portal will be tied to a single instance of Dynamics 365. This can be changed subsequently but it must remain on the same tenant.
Choose your portal template carefully! One you’ve selected a template and configured a portal, subsequently switching this to another template isn’t recommended as some data loss will likely occur.
Each portal includes entitlement for up 1m page views each month. This is ample for most needs but for higher volumes, additional capacity can be purchased in 500k increments.
By default, Dynamics 365 portals are a cloud service and customers are recommended to enable Azure storage for this.
More recently, Microsoft has released source code to create a framework for on-premise portal deployments - albeit this isn't officially supported by Microsoft.
Each portal template contains several configurable site settings for various styles to modify visual elements within the site. Defining a theme will include background style, text color, and layout width.
In most instances, an organisation will deploy only one portal. This will be managed in Global Portal Settings while settings for individual portals are applied through Portal Site Settings.
Step by step portal customisation instructions and technical detail are shown here.
An authenticated portal user is associated with either a Dynamics 365 contact or system user.
To log in, a user must have the appropriate web authentication information configured.
In Dynamics 365, role based security permissions control what type of records each user can access. For portal users, a web role is needed to gain access permissions and different roles can be configured to enable varying access levels to portal pages.
Dynamics 365 portal authentication allows portal users to sign in with a choice of a authentication. Local authentication is the most common process using a Dynamics 365 contact record for authentication.
However, for custom authentication, developers can use the ASP.Net Identity API to create custom login pages. In these instances, account credentials and password management is handled by a third-party identity provider. This includes Windows ID, Google and Facebook.
Once users log in, the portal functions and the data they can access will be determined by their web role which enables portal content to be easily defined and correctly exposed.
Administrators will determine which Dynamics 365 entities are shown and which list views will be replicated within the portal interface.
Based on the portals that Preact has deployed for its clients, the customer portal template is overwhelming the most popular choice.
In these scenarios, the Cases entity will frequently be shared with portal users.
As shown below, a list view would typically include the case title, case number, create date and current status which is pulled through from Dynamics 365:
Portal users can open an individual record to access more information which can include a timeline of important actions specific to this record:
Defining Dynamics 365 entity forms and custom logic will define what information is pulled from Dynamics 365 and how this record detail is shown in the portal.
In this example, a portal user is able to view and edit essential contact detail via the portal UI. Updates will be immediately saved to Dynamics 365.
To better service existing customers, and seek to gain a competitive advantage over competitors, organisations are increasingly deploying customer portals but these aren't just limited to just the cases entity.
Each portal can be configured to show selective data for any standard or custom entity managed in Dynamics 365.
This can include contracts or agreements. This enables portal users to renewal dates, service entitlements, utilisation detail and remaining time specific to these services.
Dynamics 365 portals will also connect with Field Service and Project Service processes. This could include exposing data within the portal from work order records and selective detail from project records.
In all instances, web portals help to increase transparency and provide customers, partners and other contacts with greater freedom to choose how they will interact with an organisation.
Another tactic to increase engagement could be to include portal banner ads. Not external ads but your own banners that promote awareness of your events, resources and direct portal users to other appropriate content.
In a service scenario, knowledge base resources are great tactic for dealing with frequently asked questions and service issues.
Using native knowledge capabilities, a library of articles is accessible to customers and other portal users to find solutions and answers.
To deflect new support issues, Dynamics 365 portals can promote suggested knowledge articles based on the keywords entered – even before a case is submitted:
Further detail can be shared by attaching documents which are associated with individual knowledge articles.
Through content access levels, admins can manage knowledge articles whereby selected users would gain access to a premium tier of content.
Dynamics 365 portals use an open source template language called 'Liquid'. In addition to allowing developers to create custom templates this can also be used for extended customisation of portal pages including dynamic content.
By using Liquid, developers can build custom handlers to retrieve Dynamics 365 data with custom data return types, write an API for reading data, display Dynamics charts and build a single page app right within the portal.
Further customisation options include embedding Bing Maps and Calendar controls from Dynamics 365 within portal pages.
Demonstrating Dynamics 365 Portals
Preact has previously demonstrated an introduction to Dynamics 365 and this is shown here.
Please get in touch if you'd like to learn more and to find out how a Dynamics 365 web portal can be implemented to fit your business requirements.