Portfolio

Enterprise Case Management System

An organization managing its entire caseload through email threads and spreadsheets had no central case management system, no customer self-service portal, and no audit trail. Cases were missed, SLAs broken, staff buried in admin, and customers constantly chasing updates — all critical bottlenecks for a business that needed to scale.

We delivered a secure, multi-role Microsoft Power Pages case management portal — with customer self-service, staff resolution queues, manager SLA dashboards, and admin controls — all enforced by Dataverse RBAC, extended with C# plugins, and fully automated through Power Automate. Every case action is timestamped and audit-logged for compliance-ready reporting.

Portal Platform

Power Pages (Secure Multi-Role Portal)

Data & Security

Dataverse + Security Roles (Cases, RBAC, Audit)

Automation

Power Automate (Routing, Notifications, SLA)

Extensibility

C# Plugins · JavaScript/jQuery · Liquid Templates

The Challenge

No case management system — email & spreadsheets, no single source of truth.
Zero customer visibility — clients chasing updates, trust eroding, support costs rising.
Staff buried in admin — status emails over actual case resolution.
No SLA tracking or escalation — priority cases undetected, zero accountability.
No compliance audit trail — nothing structured for leadership or regulatory review.
No RBAC — all staff saw all cases, creating confidentiality & governance risk.
No lifecycle structure — resolution depended entirely on individual memory.

Our Solution

Multi-Role Portal with Dataverse RBAC : Customer, Staff, Manager, Admin — enforced by Web Roles and Dataverse Security Roles at every layer.
Dynamic Forms with Role-Controlled Fields : Fields adapt by case type, read-only rules enforced per role, multi-step wizards for complex submissions.
C# Plugins for Server-Side Logic : SLA deadlines, routing rules, and data validation enforced server-side — cannot be bypassed at UI.
Liquid Templates for Role-Specific Views : Tailored pages per role — customer history, staff queues, manager dashboards — one template.
Power Automate Lifecycle Automation : Submission alerts, assignment emails, status updates, SLA escalation — New → Open → Closed.
Immutable Dataverse Audit Trail : Every action timestamped, attributed, and permanently stored — cases archived, never deleted.

Business Impact

Customers self-manage and track cases without staff involvement
Staff focus on resolution — not admin, emails, and manual chasing
Managers gain real-time SLA visibility and team performance reporting
Automated routing and escalation — no case falls through the cracks
Compliance-ready audit trail available for leadership and regulatory review
Scalable architecture supports growing case volumes without re-engineering

Client Testimonial

The custom Power Pages solution solved our form and attachment challenges and significantly improved how workers submit and track repair requests across devices. – Operations Manager