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Engage with customers in Dynamics 365 Customer Service Community

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Important

This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 4, 2022

Business value

In October 2021, we announced the preview release of Dynamics 365 Customer Service Community, a new app that provides community managers and moderators with the necessary tools to invite customer suggestions and quickly respond to feedback on products and services, building customer trust with process transparency. Community managers can now create and manage idea forums, moderate content, and close the feedback loop.

In addition, we announced the Modern Community portal template, which enables organizations to offer out-of-the-box delightful experiences for customers to post suggestions in community forums and collaborate to shape the future of products they use by upvoting, commenting, sharing, and flagging ideas posted in the community.

With these two capabilities, organizations can build vibrant communities and ensure that their investment decisions are informed by customer demand. In April 2022, we will generally release the Dynamics 365 Customer Service Community app and the Modern Community portal template.

Feature details

Capabilities for community managers and moderators

The Dynamics 365 Customer Service Community app provides community managers and moderators with the necessary capabilities to capture and evaluate ideas. They can be responsive and close the loop as community members give input.

Now, community managers can:

  • Configure the portal to fit their organization’s brand, including colors, a custom header and footer, and quick links to digital assets.
  • Enforce acceptance of terms of use and privacy statements by users.
  • Create and manage idea forums.
  • Manage content, including content moderation and merging of duplicate ideas.
  • Update the status of ideas or requests and respond to community feedback.
  • Manage users and assign security roles at the forum level.

Users experience a vibrant community

The Modern Community (preview) portal template offers all the functions needed to delight users as they post new ideas and collaborate at scale.

Users can:

  • Browse, search, filter, and sort idea lists.
  • Post new ideas. This flow includes an autosuggestion of existing ideas to prevent duplicates.
  • Collaborate and engage in a community that includes upvoting, commenting, sharing, and following ideas.
  • Flag inappropriate content.
  • Track the status of ideas that they are engaged with.

See also

Overview of Community (docs)