Power Pages and Customer Service text-image-text functionality

[hannes54]

We are using Dynamics 365 Customer Service with integration to Power Pages (previously Powerapps Portals) for our customer portal service solution. We use the Self-Service template as the starting point. We have multiple requirements that weren't present in the standard solution.

One of those requirements is the ability to write Case descriptions using text-image-text functionality. For the case description itself, we tried multiple ways until we could finally use the Rich Text editor for it, but there were still problems with the ability for the clients to see the images in the text.

Another example of the same problem was to see Portal Comments with images embedded inside them as on our interface, we changed the Portal Comment description field to use the Rich Text Control, so we could have the ability to add images to the Portal Comment description itself. That in turn meant that the Timeline on the Powerapps Portal showed the HTML code to the clients. Using code, we managed to change the view so that the Comments would show both the text normally as well as show the images.

But currently we have a problem of allowing the clients themselves write Portal Comments back to us using text-image-text as well. We haven't been able to find a way to change to also use the Rich Text Editor. Maybe it is something simple and glaringly obvious, but we haven't found it yet.

Is such a behaviour something that is expected? Not being able to write Cases or Portal Comments with images, only by text? If so, what is the process meant to be then, if images aren't allowed to be used?

Does  anybody have any suggestions or documentation on how to change the Portal Comment on the portal side, so that the clients could also write back to us using text-image-text?

thank you!

[OOlashyn]

Hi @hannes54 ,

Unfortunately, Portal Comment doesn't support text-image-text scenarios. You can, however, enable Portal Comment with Attachments as a workaround. You can also enable attach files functionality directly on Cases - those will be created as Notes and will be shown in the timeline - you can see how to do it in official docs here https://learn.microsoft.com/en-us/power-pages/configure/configure-notes.