@johnbradbury
I believe a combination of Power Apps Portals and either Dynamics 365 Commerce [ref1] or Dynamics 365 for Customer Service [ref2] could work for you and should be capable of all of the features listed here. Email integration would be out of the box, for anything it might not be able to do though, Power Automate can help make this easier, as well as features like Power Platform integrations. The model of Microsoft Dataverse as well as integrations made possible through Power Platform makes it easy to integrate disparate, disconnected systems, within and outside of Dataverse, and even within and outside of Microsoft systems.
- Customer portal (internal staff) for logging incidents and displaying a service catalogue (pre-defined requests)
- Power Apps Portals can do this
- It is also possible to do this from Power Automate and Power Apps,
but I think Portals is best suited for "portal" use cases.
- Customer portal for staff without PowerApps licensing
- Power Apps Portals can do this
-External users and even anonymous users are supported!
- Email integration to raise cases through email
- Dynamics 365 Commerce [ref1] or Dynamics 365 for Customer Service [ref2]
- It is also possible to do this from Power Automate and Power Apps
- General case management functionality (case statuses, categorisations, ability to update, assign to support teams, add notes)
- Dynamics 365 Commerce [ref1] or Dynamics 365 for Customer Service [ref2]
- It is also possible to do this from Power Automate and Power Apps
- The ability to send email updates to customers
Dynamics 365 Commerce [ref1] or Dynamics 365 for Customer Service [ref2]
It is also possible to do this from Power Automate and Power Apps
- The ability for pre-defined requests to trigger webhooks or PowerAutomate
It is possible to do this using Power Automate
- Hold customer information
Dataverse . Which also means you might lean towards Dynamics 365 for Customer Service [ref2] over Dynamics 365 Commerce [ref1] - but in some cases you may want to consider both.
- Hold asset information
Dataverse
- Apply SLAs to cased based on certain conditions
Dynamics 365 for Customer Service [ref2] over Dynamics 365 Commerce [ref1] - more likely Dynamics 365 for Customer Service [ref2] . You may also consider Dynamics 365 Supply Chain Management [ref3]
Handles around 150,000 cases a year.
- Should be possible
There are lots more features too but you get the point. Is this a suitable use case, or is this beyond the framework?
- Should work for your case.
I'd say something like a combination of these products might work for you:
Power Apps Portals
I believe there is a free trial to try it out. You would try by starting a Power Apps per user plan trial, I believe.
Dynamics 365 for Customer Service
I believe there is a free 30 day trial to try it out. You can check here. (scroll down to Dynamics 365 Customer Service then click 'Try for free").
Power Automate to interconnect them in highly custom ways, without needing to write custom bare-metal code but instead using a custom visual low-code/no-code designer. Recommend the per user plan. For this one, recommend you start with the lowest priced plan to gauge your needs. There should also be a free trial to try it out.
Power Apps (i.e. "Canvas Apps" as well as "Model Driven Apps") to be able to customize - such as the "lots more features" part. Recommend the per user plan. There should also be a free trial.
Dataverse is in-built into the ecosystem, so it is not a separate product for purchase. Dynamics 365 for Customer Service, as well as Power Apps Portals, etc. use Dataverse for the storage, and uses the same one in fact. Since they use the exact same data model and the exact same underlying databases as well, it is easier to integrate them as well.
Check if it helps.
