JavaScript Required

We're sorry, but we doesn't work properly without JavaScript enabled.

Looking for an Expert Software Development Team? Take two weeks Trial! Try Now

Microsoft Dynamics 365 CE – Case Deflection in Customer Service Portals with Example

DESCRIPTION

Microsoft, in its Dynamics 365 suite, offers us a solution to render Portals for the end-users. The concept of Case Deflection is introduced in the Customer Self-Service Portals. Case Deflection aims to restrict the creation of cases when there are already similar cases or related articles in the CE system.

In this tutorial, we will quickly set up a Customer Self-Service Portal, create some Knowledge Articles and then check for Case Deflection. Let’s get started.

PRE-REQUISITES

STEPS

CONCLUSION:

Thus, we have implemented the concept of Case Deflection in our Dynamics CRM Customer Self-Service Portal with our Knowledge Articles. This way, the customer can access essential and handy articles that might prove helpful, restricting the customer to create a whole new Case from the portal.

Note – There is a provision to turn the Case Deflection off in the Portals. All one must do is create a site setting in the Dynamics 365 Portals CE Module/UUI App. Name this setting HelpDesk/CaseDeflection/Enabled and set its value to false.

Contact our Microsoft CRM Development Team for any Query! See you in my next blog!

Ast Note

Some of our clients

team