Customer Support Portal
Case submission, knowledge-base search, and case history for B2B customers. Built on Dataverse incidents with contact-scoped access.
Overview
A production-ready customer support portal for Microsoft Power Pages. Authenticated B2B customers can submit cases, track status, search the knowledge base, and view their complete case history — all scoped to their contact record and parent account via scope-aware permissions.
Built on the standard Dataverse incident (case) table, so this template works with any Dynamics 365 Customer Service environment with zero schema changes. Plug in your Power Pages environment, clone the template, and publish in under an hour.
What's in this template
Case intake form with file upload
Multi-step form that collects subject, description, severity, and up to five attachments. Validates on submit, creates the incident record in Dataverse, and emails the customer with the case number.
Real-time case tracking dashboard
Data grid showing the customer's open and resolved cases with status badges, priority indicators, and one-click drill-down into case detail. Filters by status and date range.
Knowledge-base search
Full-text search across published knowledgearticle records. OData `contains()` backed — fast, server-side, respects expiration and publish-status filters.
Contact-scoped permissions
Customers only see cases where `_customerid_value` matches their contact GUID. Parent-account view (for account admins) is a one-setting toggle that flips the scope from user to parent.
Knowledge article detail view
Clicking a search result opens a read-only article page with rich-text body, related articles, and a feedback widget that writes back to a custom rating table.
Case comment threads
Chronological thread of support agent replies and customer comments, posted via a simple reply form that creates related annotation records.
Dataverse tables
This template binds to the following Dataverse tables. All are standard or from the Microsoft Nonprofit Accelerator — no custom schema required unless noted.
contactincidentknowledgearticleaccountWho this template is for
SaaS companies with B2B customers
Give every customer contact a self-service portal to submit tickets and track resolution without the cost of a Salesforce Service Cloud seat.
IT service providers
Standardize intake across multiple client accounts — each account admin sees their team's cases; each end user sees only their own.
Product teams running a support queue
Skip the $50/seat helpdesk tool and ship a branded portal on your existing Dataverse investment.
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