Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Licence requirement?
Service | Customer Service, Contact Center, Fie...
Suggested answer

Licence requirement?

(0) ShareShare
ReportReport
Posted on by AtifM 5

Hi Team,

We already have Dynamics 365 Enterprise licence with 10 full users. 

We need to get one of our manually managed shared mailbox from Outlook into Dynamics 365 Enterprise Customer Service app but are considering if that would mean more licences to enable the customer service team members to be able to manage their assigned emails in the dynamics?

The team members will need to collaborate internally with other team members as well as externally via emails with customers.

I assume that may be one existing full licence would be needed to manage the configuration of queue and workflows, rules, assignment rules. What other licencing would be required in this regard? 

Please guide if we need more licences or existing licence would suffice?

Regards,

Atif

  • AtifM Profile Picture
    AtifM 5 on at
    RE: Licence requirement?

    Sorry, maybe I didn't mention that we have customer service team member of around 50 people (agents) who would be using the dynamics app (based on emails coming from ExchangeOnline Shared mailbox outlook). We have currently10 full user licences under Dynamics 365 Enterprise Customer Service.

    Would we need additional licences of any type to make all the agent enabled to access and manage the emails in the dynamics app and using the Dynamics App for Outlook plugin (cases, activities, tasks, notes, tasks in Customer Service Hub dynamics app) etc. or don't need any additional licences? Obviously, one elevated permission holder will configure all the dynamics app (Queues, Workstream, Assignment Rules, association of agents to the app etc.)

    I read that there is something called Team Member licence but have not been able to find its specific use and price or does it apply in this particular scenario? Would an agent need a licence of any type to be able to access the dynamics app?

    Also, there is a notion of "unlimited named users" that comes with existing Dynamics 365 Enterprise Customer Service licence, and it is unclear what does that mean?

    Help in this regard would be appreciated.

    Regards,

    Atif

  • Suggested answer
    Eiken Profile Picture
    Eiken on at
    RE: Licence requirement?

    Hi,

    Dynamics 365 Enterprise Customer Service licence  has been sufficient.

    To configure queue, make sure that you have the Customer Service Manager or System Administrator, or System Customizer security role or equivalent permissions.

  • AtifM Profile Picture
    AtifM 5 on at
    RE: Licence requirement?

    We have Dynamics 365 Enterprise Customer Service licence at present with 10 full users.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,235 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans