Automation has become a necessity in every type of business and Dynamics 365 CRM is one of the most preferred automation systems implemented by various organizations around the globe. But its success totally depends upon its users, which leads us to the question, how to make the portal good so that adoption is high.
Dynamics 365 Portal Best Practices
- Brand it- make it look good.
Your portal can be branded!
While it was a complex activity earlier, with bootstrap framework becoming the standard, your portal is responsive and views fantastically on devices too.
Use your brand colors and fonts to make as close to your Org. brand guidelines. The bottom line – Give it the same detailed attention as your Internet-facing site!
- Give it a Title and a Name
The simplest name is to continue with the Microsoft nomenclature – Portal. But, give it some thought – this is the site which is going to be used by your existing esteemed clientele. You need to title it as you want them to perceive the Portal. A few other simple name options – Engage, Connect, Collaborate!
- Update the URL
Give your portal a URL which your clients can relate your Org with. A “microsoftdynamicscrmportal” or “powerappportal” should be updated to your org. domain name
Create a subdomain on your DNS and if there is consensus, link it to the Internet site as a database portal
This portal, linked to your Dynamics database will potentially hold secure information, so remember to encrypt the data via an SSL certificate
- Simplify and channelize Authentication and Authorization
While there are several modes of authentication mechanisms available, choose one or more as required, which your clients may need and more importantly, which you and your team can maintain and troubleshoot with time
Simplify the registration process and sending of invitations – out of the box it’s cumbersome !
Set up the right roles and provide authorized gated access to teams to access correct and specific data shared with them.
- Consolidate all knowledge – forums, KB articles, manuals and guides
Use the Portal to share collateral with your clients – be it documents, Live Help, helpdesk Support or discussion forums.
Consolidate all knowledge – forums, KB articles, manuals, and guides. The
search is a great feature, but it can only work if the content is one place.
- Drive Adoption internally
Train and educate your team so that they are enabled and realize how the portal can increase their productivity.
Once the content is surfaced, it will be your team whose usage and constant reference to the portal and data sharing on it will bring the customer to it.
- Portals are work in progress
Customer experience is about choice. Portals are an extension and provide an alternate mode of engagement. It is not a substitute.
Kick-off the project go Live with a basic portal and use anyone data share with your clients – like any below and then keep adding more
- Case creation Or
- Invoice sharing Or
- Knowledgebase Or
- Project data Or
Get feedback from your clients and scale-up.
Lastly, add analytics and identify Dynamics 365 portal traffic to find out what is working and what needs to change!