Understanding CRM Portals in Dynamics 365

Hello Friends, are you familiar with the concept of CRM portals in Dynamics 365? If not, then let me take you through a journey of understanding what it is and its various aspects. Let’s delve deeper to find out more.

What are CRM Portals?

Before discussing further, let’s first define what CRM portals are. In essence, it refers to a type of software that enables stakeholders, such as customers, to access critical information or functionalities on a website. For Dynamics 365, it means that users can access a self-service portal facility that provides a host of benefits.

By using CRM portals, users can perform a range of activities, such as updating their personal information, checking order history, submitting tickets, and engaging with community support groups. It can also allow companies to provide a more personalized experience to customers by giving them more control over the information they view.

Why are CRM Portals Important?

CRM Portals are important because they can help organizations streamline their activities and provide an exceptional customer experience. By utilizing CRM portals, organizations can:

  • Provide customers with an easy-to-use platform to interact with the company
  • Enable customers to resolve issues on their own, reducing the load on support staff
  • Get information and feedback from customers to improve products and services
  • Drive engagement through forums, blogs, and community support groups
  • Increase customer satisfaction and loyalty by providing a personalized experience

How can CRM Portals be Configured?

To enable the functionality of CRM portals in Dynamics 365, it’s essential to configure it properly. The following are the required steps to set up CRM portals:

1. Create a Portal

The first step is to create the portal from the Admin Center in Dynamics 365. This can be done by navigating to the Portal section under the Apps tab. After creating the portal, a URL will be generated that can be publically accessible.

2. Configure Entity Forms and Web Pages

The next step is to configure the entity forms and web pages that are used on the portal. These pages are essential as they define the look and feel of the portal, as well as the data fields that are displayed. Entity forms are used to display and edit information in Dynamics 365, while web pages can be used to expose content, such as blogs and forums.

3. Configure Authentication

Authentication is crucial when setting up CRM portals to ensure that users can only view the information they are granted access to. Various types of authentication can be configured, such as Single sign-on, Email-based authentication, and Social authentication.

4. Configure Web Roles and Permissions

Defining web roles and permissions is vital in controlling access for different types of users. Web roles provide specific permissions to the users based on their roles. It can also be used to control the visibility of data fields, entity forms, and other web pages.

Benefits of Using CRM Portals in Dynamics 365

CRM portals offer several benefits that can help streamline business functions and enhance customer engagement. Some of the significant benefits of using CRM portals are:

  1. Improved Productivity: With CRM portals, organizations can reduce their workload by giving customers access to self-service options, which can be used to resolve issues, such as ticket submissions and updates to personal information.
  2. Enhanced Customer Insight: CRM portals allow organizations to get feedback from customers, which can be used to improve products and services, and boost customer satisfaction.
  3. Personalized Experience: CRM portals enable companies to personalize customer experiences by enabling them to manage their profile and view specific information or features based on their user role.
  4. Increased Customer Satisfaction: CRM portals can increase customer satisfaction and loyalty by allowing customers to access information and resources instantly, reducing lag or turnaround times.

Limitations of CRM Portals in Dynamics 365

While CRM portals offer many benefits, some limitations need to be considered. Some of the limitations are:

  1. Customization Complexity: Customizing CRM portals can be complex and time-consuming, as it requires knowledge of web development. It’s essential to hire developers to configure and maintain the portal.
  2. Data Security: Maintaining data security and integrity is complicated as multiple users access the same data through the portal.
  3. Limited Functionality: CRM portals have limited features and functionality, which may not satisfy all users’ requirements.
  4. High Cost: The cost of setting up and maintaining CRM portals might be high for small businesses or startups.


CRM portals are an essential component of Dynamics 365 that provides a cost-effective solution for businesses to engage with their customers, empower them to solve their own issues, and gather feedback. Although CRM portals also have their own set of challenges, the benefits outweigh the limitations. As a business, it’s essential to consider the goals and objectives before deploying CRM portals in your organization. With proper planning and configuring, CRM portals can improve your customer experience and streamline your business functions.

Thanks for reading and see you in the next article.


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