Dynamics 365 Omnichannel for Customer Service: Licensing

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Posted on by D365EL

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Hello Community,

Could anyone help providing insights on the following licensing questions when using Omnichannel?

To use "Record" type channel for routing in Omnichannel, such as routing cases or emails as work items for agents to process in Omnichannel, do we need either the Chat or Digital Messaging Add-In License? Or neither is required?
To integrate Power Virtual Agents (PVA) with the live chat channel, is the Chat Add-In + PVA license sufficient, or would we need the Digital Messaging Add-In + PVA license? The description of the Digital Messaging license says it includes bot integration, but it's not clear to me what the bot integration means. Does it have anything to do with the use of the PVA or is that something else?

Thanks!

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Omnichannel

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Answers (1)

Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi,

Yes, you're right!
D365EL 288 on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Leah Ju,

Thanks again for your response! Let me clarify my previous question a bit further: if we don't need Live Chat/SMS/Voice, and we simply want to use the workstream feature to create a workstream of "Record" channel type to route records such as emails or cases to agents using the "Push" mode for them to work on, we can do so in the Customer Service Workspace app to achieve that without any Omnichannel licenses as long as we have the Customer Service Enterprise license, am I correct? Again, we just want to leverage the multi-session experience of the Workspace app, and for agents to see the incoming notification of the emails or cases being routed to their queue on the agent dashboard in the Workspace app.

Would appreciate your further confirmation, thank you!
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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Partner,

If you want to use omnichannel functions in Customer Service Workspace app, you will need other settings.

Set up Omnichannel in Customer Service workspace

You can set up your Customer Service workspace environment so that agents working on cases can also engage with customers via channels like Live Chat, voice, and SMS without leaving the app with the Omnichannel for Customer Service add-on license.

For more information: Set up Omnichannel for Customer Service channels in Customer Service workspace.
D365EL 288 on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Leah Ju,

Thanks for your quick response! Regarding access of "Omnichannel for Customer Service" vs. "Customer Service Workspace" app, that's interesting. My understanding is that all the same features found in the Omnichannel for Customer Service app is available in the Customer Service Workspace app as well, correct? If that's correct, then it's interesting why one would want to get the additional license to use the Omnichannel app, when the user can access the same features in the Workspace app. For example, with the Workspace app, the user can still have the multi-session experience to receive incoming emails or cases as records from unified routing to view those work items on their agent dashboard. Is my understanding correct?
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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Partner,

1.Access the "Omnichannel for Customer Service" and "Customer Service Workspace" apps.

One can and the other can't.

--You can't access Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service.

https://learn.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel

--You can access Customer Service Workspace

https://learn.microsoft.com/en-us/dynamics365/customer-service/customer-service-workspace-system-requirements

2."Email" entity record is also included in Unified Routing, is that correct?

Yes, it's correct.

unified routing supports routing activities, including email.

https://learn.microsoft.com/en-us/dynamics365/customer-service/unified-routing-faqs#will-unified-routing-support-activity-routing

3.Correct.
D365EL 288 on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Leah Ju,

Thank you so much for the information! I have additional follow-up questions if you could help clarify further:

- If we just have the Customer Service Enterprise license, user will be able to access the "Omnichannel for Customer Service" and "Customer Service Workspace" apps, is that correct?

- "Email" entity record is also included in Unified Routing, is that correct?

- With the Customer Service Enterprise license, it says by default "50 records/user/month (pooled at the tenant level)" is included for unified routing. This means if there are 2 users having the Customer Service Enterprise license, the total entitlement would be 100 records/month pooled at the tenant level, is this understanding correct?

Thank you!
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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel for Customer Service: Licensing

Hi Partner:

1.Unified routing for records

Neither is required but Customer Service Enterprise license is a must.

You actually “only” need a customer service enterprise license to use Unified Routing. Although the basic license only grants the routing of 50 records per agent per month. However it is possible to buy an add-on to increase this capacity if require. I have shown an extract from the current licensing guide which highlights that the record routing found in Unified Routing is past of the “Customer Service Enterprise” license.

Alo, you can get information from the following link:

https://learn.microsoft.com/en-us/dynamics365/customer-service/unified-routing-faqs#what-skus-must-i-have-to-get-unified-routing

Customers will get unified routing for entities, such as Cases, Leads, and custom entities, as part of the Customer Service Enterprise license. When you purchase channels (Chat and Digital messaging), you'll get unified routing for chat and messaging channels automatically.

2.To integrate Power Virtual Agents (PVA) with the live chat channel,the Chat Add-In + PVA license sufficient.

https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent