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Case Management Portal in Dynamics 365

Case Management Portal provides a single interface for customer service representatives to view, track, and manage customer cases. With the Case Management Portal, users can create and manage cases, track case progress, and communicate with customers through email or chat. It also enables the assignment of cases to specific teams or individuals and the ability to escalate cases as needed. In addition, the portal offers knowledge management capabilities, allowing customer service representatives to quickly find relevant information to assist with case resolution.

Features of Case Management Portal in Dynamics 365

  • Create new cases anonymously.
  • Manage existing cases.
  • Attach files to case.
  • Add and view case-related comments.
  • Close case.
  • Reopen case.
  • Send portal joining requests to an existing contact.
  • Single Sign-On with major authentication providers such as Azure Active Directory, Azure Active Directory B2C, Facebook, LinkedIn, Google, Twitter and Microsoft.
  • Easy and secure login with two-factor authentication and a variety of sign-in options.
  • Role-based accessibility
  • Direct integration with Dynamics 365 CRM data source (Dataverse).
Case Management Portal in Dynamics 365

Benefits of Case Management Portal in Dynamics 365

Case Management Portal in Dynamics 365

The Case Management Portal in Dynamics 365 provides numerous benefits to organizations. It enables businesses to centralize their customer service operations and manage customer issues more effectively to enhance customer satisfaction. The portal can also be customized to fit the specific needs of the company, allowing for enhanced resource allocation and better communication with customers. It enables case managers to track the progress of customer inquiries, respond in a timely manner, and ensure that issues are resolved satisfactorily. The portal provides real-time data analytics, reporting capabilities, and automation features, eliminating the need for manual processes and improving overall productivity. Additionally, it provides a unified view of all customer interactions, making it easier to determine where improvements can be made. Overall, the Case Management Portal is an essential component of Dynamics 365, allowing companies to streamline their customer service operations and improve overall customer satisfaction while reducing costs.