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What's happening?

Users are unable to assign or share case records with internal or external users from the customer service center in Dynamics 365 Customer Service. This prevents customers from accessing, creating, or tracking their cases.

Reason:

This behavior occurs because the customer self-service portal through Power Pages was not enabled, restricting the ability to assign or share case records with external users.

Resolution:

To resolve this behavior, follow these steps:

  1. Enable the customer self-service portal through Power Pages.
  2. Configure the portal to allow external users (clients) to access, create, and track their cases.
  3. Invite external users to access the portal through Power Pages.

Ensure that the Power Pages portal is properly configured to grant the necessary permissions and access to external users.

For detailed guidance on enabling and configuring Power Pages, refer to the following documentation: