Microsoft lets organisations choose an appropriate Customer Service licence that fits the needs of their business. We recognise this can be confusing, so we will try to break down what you can and can't use with a supported table list at the bottom of the page.

Customer Service is available as either an Enterprise or Professional user license and with several optional add-ins to deliver the capabilities needed for your situation. Choose user licenses for one or the other; you can only buy both licenses if you deploy them in separate environments. Customer Service Enterprise may also be licensed by device.

Dynamics 365 Customer Service Professional

Customer Service Professional provides basic resources for customer service agents. It also provides a self-service customer portal and access to a knowledge base for end customers. It’s meant for less complex scenarios that need streamlined capabilities to support customers and customer service teams. The pricing for Professional is £37.10 per user per month.

Dynamics 365 Customer Service Enterprise

Customer Service Enterprise licenses expand on the functionality of Customer Service Professional. In particular, the enterprise license grants use rights that give users the ability to schedule and dispatch service, create teams, and manage resources through integration with other Dynamics 365 applications such as Field Service and Project Operations when the organisation also licenses them. When you license Customer Service Enterprise, you automatically become entitled to 2,000 Customer Voice responses/tenant/month, and you can buy additional response packs (in packs of 1,000 responses/tenant/month) as needed.

The pricing for Customer Service Enterprise is £71.60 per user, per month.

Unified routing provides intelligent and automated routing and assignment capabilities to customer service organisations. This allows organisations to use advanced capabilities such as multi-stage classification rules and automated assignment based on agent availability, capacity, or specialisation. Routing records, excluding Chat and Digital Messaging conversation records, are subject to a licensed capacity. Customer Service Enterprise includes unified routing with 50 record routes per user per month. Customer Service Insights provides integrated analytics and AI capabilities to help you better understand support engagements and emerging trends. It helps to identify opportunities for enhancing your automated support system and track the performance of support options and agents. Topic clustering groups related cases or those with commonalities to help customers or service agents to discover the information they need in the knowledge base. These insights capabilities are included in Customer Service Enterprise license. Other service limits apply.

Enterprise Addons pricing

The pricing for the Customer Service Enterprise addons are as follows, per user, per month.

Digital Messaging and Voice Add-in: £67.90
Voice Channel Add-in: £56.60
Digital Messaging Add-in: £56.60
Chat Add-in: £45.20

Use Rights	Team Members	Customer Service
Use Rights	Team Members	Professional	Enterprise
Access
Dynamics 365 for Outlook and Dynamics 365 App for Outlook¹	⚫	⚫	⚫
Dynamics 365 Mobile Client Application	⚫	⚫	⚫
Microsoft Dynamics 365 for iPad & Windows	⚫	⚫	⚫
Microsoft Dynamics 365 Web application	⚫	⚫	⚫
Read
All Dynamics 365 application data	⚫	⚫	⚫
Custom table data	⚫	⚫	⚫
Tables: Create, Update, Delete
Accounts		⚫	⚫
Activities	⚫	⚫	⚫
Announcements	⚫	⚫	⚫
Calendar: share	⚫	⚫	⚫
Case/Incident		⚫	⚫
Contacts	⚫	⚫	⚫
Custom tables (see Appendix D of full licencing guide)	15 max³	15 max	⚫
Embedded Intelligence			⚫
Entitlements		⚫	⚫
Facilities/Equipment			⚫
Leads (create only)		⚫	⚫
Notes	⚫	⚫	⚫
Personal views	⚫	⚫	⚫
Product		⚫	⚫
Product families/hierarchies			⚫
Product relationships			⚫
Resources		⚫	⚫
Saved views	⚫	⚫	⚫
Service (service scheduling)			⚫
Work hours		⚫	⚫
Tables: Actions
Activity feeds: post & follow activity feeds	⚫	⚫	⚫
Activity: convert to a case		⚫	⚫
Add or remove a connection (stakeholder, sales team) for an account or contact	⚫	⚫	⚫
Business units: define and configure			⚫
Case management: reassign, add to queue, route, and resolve cases		⚫	⚫
Chat with support team (as chat client for self-service, requires third-party solution)	⚫	⚫	⚫
Dialog: start dialog	⚫	⚫	⚫
Knowledge base: create, update, publish, configure		⚫	⚫
Mail merge: perform mail merge	⚫	⚫	⚫
Marketing list: associate a marketing list with an account or contact	⚫	⚫	⚫
Open project position: apply for an open project position for Project Operations	⚫	⚫	⚫
Project tasks: update the project tasks status for Project Operations	⚫	⚫	⚫
Queue: use a queue item	⚫	⚫	⚫
Resource competencies: update own resource competencies for Project Operations	⚫	⚫	⚫
Resources (facilities, equipment, people): manage			⚫
Schedule and dispatch capabilities: use scheduling assistant, drag & drop assignment, update resource bookings			⚫
Schedule board: configure and view			⚫
SLA: manage		⚫	⚫
Teams: define and configure			⚫
Work hours: manage			⚫
Yammer: use Yammer collaboration (requires the appropriate license, acquired separately)	⚫	⚫	⚫
General System Use: Actions
Auditing: configure		⚫	⚫
Business processes: customize		5 max	⚫
Create and update custom reports, charts and dashboards		5 max	⚫
Customize and extend out of the box reports, charts and dashboards			⚫
Dialogs: define and configure		⚫	⚫
Duplicate detection: configure rules		⚫	⚫
Dynamics 365 forms, tables, and fields: create		⚫	⚫
Email: create, update, and delete templates	⚫	⚫	⚫
Forms and views: customize (see Appendix D of full licencing guide)		2 max	⚫
Import data in bulk		⚫	⚫
Microsoft Excel: export data to Excel	⚫	⚫	⚫
Queue: define and configure (see Appendix D of full licencing guide)		15 max	⚫
Records: use relationships and connections between records	⚫	⚫	⚫
Search and advanced find: use	⚫	⚫	⚫
Tables: define connections and relationships between tables		⚫	⚫
Word: create, update, and delete templates	⚫	⚫	⚫
Workflows: define and configure		⚫	⚫
Additional Services and Software
Customer Service Hub		⚫	⚫
Dynamics 365 Customer Voice			⚫
Dynamics 365 Mobile offline capabilities			⚫
Project Operations Team Members app²	⚫	⚫	⚫
Unified Service Desk (USD) for Microsoft Dynamics 365			⚫

1 Dynamics 365 App for Outlook can be customised, however usage must comply with use rights for users’ corresponding license and pre-approved application scenarios in Appendix C of Licencing Guide

2 Dynamics 365 Project Operations Lite – deal to proforma invoicing or Dynamics 365 Project Operations for resource/non-stocked scenarios deployment required for Project Operations Team Members app.

3 Team Members application module may be customised with maximum 15 additional tables (custom tables or standard Dataverse tables) available to the Team Members license per pre-approved application scenarios in Appendix C of Licencing Guide.

If you have any further questions, please get in touch with us, you can also download the full Dynamics 365 Licencing Guide for July 2022 edition to learn about other Dynamics application licences.