Microsoft Dynamics 365Have you ever wondered what’s possible to enhance your customer service platform and strategies with Microsoft Dynamics 365?

Starter portals add ample value to the Microsoft Dynamics 365 Customer Engagement apps.

In the Microsoft Learn unit, “Provision Starter Portals,” Microsoft covers:

  • Types
  • Features
  • and Additional Considerations

To begin, Microsoft reminds us that “When provisioning a Dynamics 365 Portal, one of the most important choices is to consider the audience and workload and choose a specific starter portal that would best align with the particular business requirements.”

There are many story portal types that can be provisioned to accelerate the configuration of a portal based on the aforementioned considerations.

They are:

  • Community Portal – best for focused online communities. This portal type contains features like forms, ideas, blogs, and case management.
  • Customer Self-Service – best portal to enable users to search knowledge articles, submit cases, and participate in discussion forums for issue resolution.
  • Employee Self-Service – empowers employees with access to knowledge articles in a central hub and to also submit cases.
    • As a reminder, in order to access this portal, employees need (at least) a Microsoft Dynamics 365 Team License.
  • Partner Portal – best for partner account and opportunity management and collaboration. Add-ons for this portal are:
    • Field Service
    • or Dynamics 365 for Project Service
  • and Custom Portal – best for unique business scenarios where the aforementioned portals aren’t a match. Microsoft says this portal type can be “…configured to address a variety of requirements. Specific features from other starter portals can be incorporated into the starter portal.”

Each of these types is meant for a different audience and workload. You will use portals based off of these determining factors.

Starter portals have a range of features from content management to extensibility to security to ads, polls, ratings, comments, and more.

Additional starter portal considerations include:

  • Dependencies
    • Does your starter portal have prerequisites for installation? If yes, Microsoft reminds us that, an installation will fail if these prerequisites aren’t met, so it’s important to be mindful of Dependencies to avoid system errors.
  • Employee Portal Access
    • As previously noted, in order to access Employee Self-Service Portal, all users need to have at least a Dynamics 365 team license. Refer to the Dynamics 365 Licensing Guide for details.
  • Third-party Solutions
    • Microsoft says “some third-party solutions add features to the portal that can greatly enhance the user expeirence.” Capabilities that may be agnostic to the choice starter portal include:
      • Live Chat and Cobrowse
      • Click to Call
      • Customer Journey tracking
      • and more… 

Learn more about starter portal features and additional considerations when you start this Microsoft Learn educational path. You can start the first unit in this series here.

If you need help navigating your Microsoft Dynamics 365 system, reach out to Ledgeview’s CRM support team for help.

Learn more about Ledgeview’s Customer Service Consulting, Microsoft Dynamics 365 Consulting and CRM Support Services here.


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