Enterprises are leveraging Dynamics 365 CRM Portals to drive customer engagement. They are using customer portals to make every customer interaction valuable, less time consuming, and satisfactory. The Dynamics 365 customer portal is packed with advanced features. These features are empowered by cutting-edge technology that makes it possible for you to improve collaboration and streamline the query resolution process, making your services more customer-centric. However, you can achieve all this only if you have the right set of features in your customer portal. Now, the question arises, which are the right features, and which are not? We are here to help you with that question in the form of this article. Here, we have mentioned all the must-have features in great detail that will help you in making a better decision for your Dynamics 365 customer portal development.
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Dashboard Powered by BI
Nowadays, no one uses dashboards merely to show data. Today, users want to see insights and patterns hidden in them. This is where dashboards powered by BI come into the picture. A dashboard powered by BI enables you to learn about your sales performance in a way that you could not do before. Here is the list of things that you can do with a BI-powered dashboard:
- Present complex data in a simple and easy-to-understand visual formats like graphs and charts
- Consolidate sales data such as ERP sales data and CRM quotation data in one place
- Easily filter data to view business units, categories, customers, products, and industries
- Embed the apps and visuals created by you into your software
- Display sales data trends to improve forecasting and adjusting strategies
- Share dashboard and key insights with other team members across organizations
Apart from this, another key aspect of this dashboard is its customizability. This customizable dashboard enables customers to decide the elements they want to include on the dashboard like counter blocks, tickets, recent activity, and many more. Moreover, they can also set links to widgets for any entity of their choice. In addition, users do not check modules for every activity, as they get a detailed overview on the portal’s homepage.
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Automation
The Dynamics 365 portal helps you get rid of performing repetitive manual tasks. It helps you to create a process by letting you use your desired workflow. This process reflects your business rules. In addition, you can also apply triggers for routine workflows, automated approval requests, email alerts, or route sales leads to specific members. You can reduce repetitive tasks to save time and achieve desired results.
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Top-notch Security With Role-based Access
Data security is of prime importance, especially if you are responsible for storing the data of your customers. With Dynamics 365 customer portal, you can ensure data security with the help of its role-based access features.
Here, an admin can create roles along with defining access rights for customers. If there are multiple admins, then the main admin can give role-based access to other admins, enabling them to continue their operations.
Admins can also assign users with different roles and let them access different entities. For example, if an admin has assigned a user access to view invoices, then they can only view them. They will not be able to edit it. Role-based access is an important feature that helps an admin ensure security. It also helps them to manage operations more efficiently.
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Entity Management
As a business owner, you have to manage everything like business operations, activities, and tasks. The Dynamics 365 portal helps you to keep track of all those tasks. It synchronizes all the data from the portal with the CRM and vice versa. This makes all the data available in real time. Moreover, you can configure default entities and design layouts on the basis of your requirements.
Entity management is incomplete without entity lists and forms. Entity lists define ERP and CRM data which is displayed on the portal. With Dynamics 365 portal, you can create, edit, and view entity lists. You can also set trigger workflows for different display formats like a calendar or a map view, traditional grid lists, and a downloadable spreadsheet.
To work with entity lists, Dynamics 365 Portals has entity forms. This gives the ability to the portal pages to interact with Dynamics 365 CRM functionality. You can generate a layout or data capture forms with the use of entity forms. Contact Us form is a prime example of it. Each time a user fills in the form, Dynamics 365 CRM qualifies them as a lead automatically.
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Easy Integration
You can integrate Dynamics 365 portals with applications like Word, Excel, Outlook, etc. Moreover, you can also integrate it with external datasource and cloud services. This allows you to have a single source with marketing automation, database accounting, and websites. This synchronization enhances overall performance. In addition, it unifies with your office workflow. Moreover, it also provides a reliable and secure payment gateway.
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Self-service
Self-service has become a necessity if a business wants to enhance its customer experience. It is mainly because of its high demand among the customers. Below are a few stats that reflect this demand.
- 81% of customers try to take matters into their own hands before reaching out to a support rep.
- 91% of customers have said that they would use a knowledge base if it met all their needs.
- 70% of customers expect a website to have some form of self-service options.
Dynamics 365 Portals help you to meet this demand of the customers by enabling you to integrate various self-service options. For example, you can include a knowledge base on the portal that offers relevant answers to the most commonly asked questions by the customers. Moreover, the portal can also suggest relevant knowledge base materials based on the keywords entered by them. This allows you to offer your customers an answer before they type their questions completely, improving customer experience. While including a knowledge base, ensure that you stuff with valuable information in the form of FAQs, blogs, articles, infographics, user manuals, how-to-do guides, and many more.
Moreover, with the portal, you can add live chat and personalized customer collaboration along with product analytics features. These valuable additions make your customer’s interactions a lot more convenient for you as well as for them.
Conclusion
The Dynamics 365 CRM portal can be a great tool to enhance customer experience, improve collaboration, and increase revenue only if it has the right set of features. By including and leveraging the must-have features, you can kill two birds with one stone, i.e., you can streamline a majority of your processes along with achieving a better customer experience for your users.
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