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Hi
Can we have CS professional and enterprise together? Reason being we want the omnichannel features but we have to upgrade all our users to enterprise which is very costly.
So we thought of having a few users in the enterprise plan with omni chanel addons and creating tickets for whatsapp chat support. Then those on the professional plan would be able to see that?
Is this workable? is the Pro and Enterprise instance in-sync? I really don't understand why Microsoft do not allow digital add-on for pro plan.
Hi Edmond
You'd be able to have a mix of license types available, though only those users with Customer Service Enterprise will be able to use Omichannel. Please be aware that you need the additional Digital Messenging add-on license though for this - they won't be able to use Omnichannel without it.
These users will be able to take support requests though WhatsApp, and create regular cases that others users will then be able to see. However anyone without CS Enterprise & DM licenses will not be able to use the Omnichannel functionality.
I hope that this helps.
Yes,
You'd be able to have a mix of license types available, though only those users with Customer Service Enterprise will be able to use Omnichannel.
For detailed documentation, you can refer- docs.microsoft.com/.../introduction-omnichannel
Say i have 10 users with professional license and one user with enterprise and omnichannel functionality. Can those 10 users see tickets created by the enterprise license user?
Yes, it is possible.
Hi Edmond,
Having a mix number of licence is possible. This is very common now a days as most of the companies does to save License cost as most of the features from higher edition is not required by everyone.
Regards,
Alok
What about the data? Cases created in enterprise instance is sync with the professional instance?
Hi Edmond.
It's indeed possible to see the data created by different license types (eg Cases created by Enterprise users), though users with a lower level of license won't be able to modify/update the records
So based on my understanding we may only neeed a few users on the enterprise plan with omnichannel functionality?
Then once cases is created by those users, other users on the professional edition will be able to see and reply? Am I right?
Users with the Omnichannel role/license would be able to create cases from customer conversations. Other users would then be able to view these, and respond within the case itself, but they wouldn't be able to use Omnichannel to respond.
Regards
Case entity is a very standard entity which is available with all license type. So any user ( Enterprise or Professional) can create/view/edit cases until it is not restrict using Security role.
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