Portals and CRM: what, When, Why, and How Pete Cossette Summit Group Software @NAVUG

6+ Summit Group Software, Development Lead Peak Engagement ABOUT ME 6+ Summit Group Software, Development Lead Peak Engagement 6+ 5+ Years Experience with Dynamics CRM Peak Engagement 6+ Peak Portals – Lead Developer Peak Engagement

What is a portal? A portal is web application that allows users to consume, create, and edit Dynamics 365 data. A portal provides an online presence that allows you to communicate and collaborate with your customers.

Why DO you need a CRM Portal? Customers expect you to have portal! Customers want to interact with you how they prefer to interact with you Customers want to interact when they want to interact, not 8-5 Portals for different audiences Customers Partners/Vendors Employees

WHY? MULti-CHANNEL Engagement Website Chat Portal Social media Phone Text Email Chatail Sociext

Why DO you need a CRM Portal? Self-service help desk portal Case Management Open a support case View open and closed support tickets Knowledge Base Publish your library Article and Knowledge Article records to the portal to increase self-service and lower support case volumes Discussion Forums Build a community around your products Allow the community members to support one another Case Deflection Suggest KB articles, forums postings, and resolved cases as alternative to opening a new support case

Why DO you need a CRM Portal? Partner-Relationship Management (PRM) Portal Distribute Opportunities to Partners New and existing customers Partner Case Management Allow partners to open and manage support cases for their customers Partner Account & Contact Management Allows partners to create and manage their accounts and contacts at those accounts Become a partner A registration form that allows new partners to sign-up

Why DO you need a CRM Portal? Custom portals Field service – allow vendors to log in and see assigned work orders and update the status of those work orders Training center – coordinate training assignment with 3rd-party vendors CRM partner – wizards that guide the process of configuring a new CRM organization Banking – loan applications Investment – share documents related to Investments and Potential Deals

Why DO you need a CRM Portal? Custom portals (cont.) Agriculture – dealers enter and track their seed orders NFP – organizing volunteers for Susan G. Komen events State Library – manage grant applications Peak Engagement – ideas, videos, upgrade requests, license information “Biggest Loser” portal – employees track their weight week-to-week, view the “leaderboard”

How do CRM Portals work? Communicate with Dynamics CRM web services using the CRM SDK Dynamics is the “database” Run under a “service” account Non-interactive user Doesn’t have to be a “System Administrator” – just needs CRM Security Role(s) that provide enough privileges to performs the tasks available in the portal Authenticate the user Portal users are usually Contact records in CRM The Contact record holds some information that identifies a user Local account – username and password External account - Facebook ID, Live ID, etc. Communicate with Dynamics CRM webservices using the CRM SDK

What are my options? Product CRM Version(s) CRM On-premises? Custom ASP.NET? Hosting Pricing Dynamics 365 Portals (Microsoft) 2016 & 365 Online No Azure (SAAS) 1 Free with Enterprise SKU; $500/month Portal Connector (Pavliks) 2011, 2013, 2015, 2016, 365, Online Yes Azure (SAAS) or on-premises $999/month; $12 K + 20% maintenance + 3K Sitefinity license Peak Portals (Peak Engagement) 2013, 2015, 2016, 365, Online $259/month; $5K + 20% maintenance ADX Studio Portals (7.X) (Adxstudio) 2015, 2016, 365, Online Azure (Self- or partner- hosted) or on-premises $390/month; $12 + 18% maintenance

PortaL Features Works on multiple devices, Responsive UI

COMMON PortaL Features Authentication

PortaL Features Role-Based Security Entity Level Privileges Scope Create Read Update Delete Append Append To Scope Contact Account Global

PortaL Features – USER PROFILE MANAGEMent

PortaL Features Content Management - CMS

PortaL Features SharePoint integration View and/or upload Document Library Record level, utilizing the CRM/Sharepoint integration

PortaL Features Custom Modules Leverage the data and tools within CRM Expose any entity, system or custom, in your portal Leverage the data and tools within CRM Entities Forms Views Workflows Charts Examples ADX Studio/Microsoft – Entity Forms, Entity Lists, Entity Actions Peak Portals – Module Builder, Portal Workflows

PortaL Features

PortaL Features – Module Builder CONT.

PortaL Features – Entity List

PortaL Features – ENTITY FORm

PortaL Features Entity Actions/Portal Workflows Expose CRM Workflows in the portal to allow users to deactivate records, mark tasks as completed, re-open cases, qualify leads, etc.

PortaL Features

Which Portal is Right for ME? Build your own or license a product? A product has cost savings A product stays up-to-date with CRM Product questions: CRM Online or CRM On-premises? Hosted portal or on-premises portal? What features do I need? What customizations do I need?

What are my options? Product CRM Version(s) CRM On-premises? Custom ASP.NET? Hosting Pricing Dynamics 365 Portals (Microsoft) 2016 & 365 Online No Azure (SAAS) 1 Free with Enterprise SKU; $500/month Portal Connector (Pavliks) 2011, 2013, 2015, 2016, 365, Online Yes Azure (SAAS) or on-premises $999/month; $12 K + 20% maintenance + 3K Sitefinity license Peak Portals (Peak Engagement) 2013, 2015, 2016, 365, Online $259/month; $5K + 20% maintenance ADX Studio Portals (7.X) (Adxstudio) 2015, 2016, 365, Online Azure (Self- or partner- hosted) or on-premises $390/month; $12 + 18% maintenance

QUESTIONS??