Better Customer Service with Self-Service Portal for Dynamics CRM 2011

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In my previous post I explained the benefits, for organizations providing customer service, of using DotNetNuke free Community Edition, as customer a portal that connects to the Dynamics CRM service module. (Read here)

In this post, I will go through the DNN2CRM service modules offered by DNNintegration, and discuss how the modules connect to CRM to create, edit, or update records of CRM entities.

If you provide customer service or support, telephone assistance is expensive and time consuming. With CaseCreate and CaseView modules, customers can create cases and view the status of cases on a self-service portal; that saves you time and money.

When the customer logs-on the service portal, the logon details are compared with Contact records in CRM. You cannot create case or view status of cases unless you have a Contact record in CRM with a valid email address. By default, the privilege of which records the user can create or view is set to one of the following pick-list options:

None- User cannot create or view any case record

Contact- User can create or view records of cases in which the user’s name is in the Customer field of the case entity.

Account - User can create or view records of cases in which the user’s Parent Account name is in the Customer field or the user’s name is in the Responsible Contact field of the case record.

Organization – User can create or view all records of their account and all sub accounts.

DNN2CRM modules provide the flexibility to select which records are displayed and how. First, create Personal Views for cases. Each view filters the records to be displayed( such as all records of cases resolved this week or all records of unresolved cases this month). Using the Edit Columns function, add or remove fields and assign width to each column. The saved Personal Views are stored in the DNN-Settings entity which is part of the DNN2CRM solution imported to CRM.

The selected views are displayed on the portal, in a pick list. The end-user can select which records to display, from the pick list, which are the records filtered by the personal view.

The end-user can select a case from list of case records and add a note or upload a file, like screenshot of and error message. The note and the uploaded file are attached as notes to the case, followed by a workflow to notify the case manager on the updated information provided by the customer.

Another wayyou can save time is by providing customers with knowledgebase articles. The DNN2CRM Knowledgebase module displays knowledgebase articles from CRM on the self-service portal. Customers can read knowledgebase articles and avoid the need to call for assistance when they can support themselves.

The DNN2CRM module InvoiceView displays invoice records from CRM, on portal. The end-user can add comments to an invoice (such as price or service which is overcharged) or tick the option: Request Copy of Invoice, that triggers a CRM workflow to email the customer a copy of the invoice or to refer the invoice items in dispute to the case manager for resolution.

Click here to download the trial version of DNN2CRM service modules

With DotNetNuke page optimization to mobile devices, customers can submit cases and view case status from their iPhone.

Try this live URL, submit and view cases from iPhone: HTTP://

Submit case from iPhone

by DNN Integration

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