Customer Portals to Take Work Off Your Service Desk

Portals deflect potential issues before they become cases. Knowledge articles are accessible when a user describes the problem, case status is visible without anyone asking, and product and contract details are already on the record. The portals that fail to reduce volume are usually the ones offering insufficient personalisation or resources to help customers find answers. We scope these points before anything is built.

Yes. Dynamics 365 Customer Service holds entitlements as support contracts, with terms that decrement as cases are raised or resolved and service level agreements attached to them. We surface as much of that as you want customers to see, which usually means their cover, what remains on it and the response targets that apply.

Yes, this structure often works in B2B structures. Each customer organisation holds its record as an account in Dynamics 365, with a primary contact who adds and removes colleagues. Every person gets their own login, and you decide whether they see only their own cases or everything raised across their organisation. We map those boundaries with you during scoping.

An agent working inside the signed-in customer’s permissions can summarise a live case, answer from your published knowledge and hand over to your team when it cannot resolve something. It can also run a form as a conversation and read details off an uploaded document into your CRM. One point worth knowing early: the moment an agent presents your data to a customer, the quality of that data becomes visible outside your organisation.

It depends on your requirements and the project scope. We get a working portal into your hands early for testing, so you should see initial results within a few weeks, and we refine from real use.

Our portals run on Microsoft’s cloud, with data encrypted in transit and at rest. Real-world security depends on configuration: who can register and how, what each role sees, which records and fields are visible, and how a customer’s colleagues are granted access to an account. Any portal security issues consistently trace back to those choices rather than to the platform, so we work through them with you before launch.