About the delivery
ProsessPilotene delivered Power Pages for Kongsberg Norcontrol AS (2023).
A simple customer portal where KNC customers can submit cases and view their active/closed cases. The portal has a Home page where users can create a new case or open their existing cases. When creating a case, users are shown fields from the Case form in CRM: Case Title, Location, and Description. Once a case has been created, portal comments can be added to the case from both the CRM side and the customer side. Creating cases and adding portal comments triggers a Power Automate flow that sends an email notification to the customer and the case owner when a new portal comment has been added. We have also added Knowledge Articles to the portal that are available to customers. We have used B2C for authentication.
Value creation
- Enables customers to get an overview of their own cases and cases at their location.
- Customers can submit comments and receive responses to cases directly in the portal
- Knowledge articles
- Shorter case duration
- Faster responses
- Less use of email
The solutions
- Power Pages
Area and keywords
Portal
Limitations
- It is not possible to distinguish between “external” and “internal” emails related to the case, which is why we did not include emails in the case timeline.
- The rich text editor caused problems when exporting to Excel
- Search button that must be used but does not work
- Out-of-the-box functionality that hinders other development