Enable Javascript

Please enable Javascript to view website properly

Toll Free 1800 889 7020

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

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

Microsoft Dynamics CRM, in its Dynamics 365 suite, offers us a solution for rendering portals for 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 article, we will quickly set up a Customer Self-Service Portal, create some Knowledge Articles, and then check for Case Deflection. Let’s get started.




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. Must create a site setting in the Dynamics 365 Portals CE Module/UUI App. Name HelpDesk/CaseDeflection/Enabled setting and set its value to false.

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

Software Development Team
Need Software Development Team?

Thank you!
We will contact soon.

Oops! Something went wrong.

Recent Blogs


NSS Note
Some of our clients