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HELP WITH CLARIFYING WHAT IS IN MS DYNAMICS CUSTOMER ENGAGEMENT PRODUCT

Posted on by 5

Hi,

I'm learning MS Dynamics, particularly the Customer Engagement side, and I was wondering what it entails? In have exhausted the web to look for a clear answer but I haven't found anything to clarify.

This is my understanding so far:

- Customer Engagement is just of the interconnected SaaS applications that form Dynamics 365.

- There are a couple of key apps that fall under the Customer Engagement offering from Microsoft; Sales, Marketing, Customer Service, Field Service and Project Service Automation (or is it called Project Operations now?)

When I try to dig deeper into each app, the information I'm seeing makes it seem like they are stand-alone applications and there is no such thing as Dynamics CE.

 

Please help me clarify and understand what Microsft Dynamics Customer Engagement is as I am super confused and need to understand. 

Any help is much appreciated, 

Many Thanks, 

Natasha

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: HELP WITH CLARIFYING WHAT IS IN MS DYNAMICS CUSTOMER ENGAGEMENT PRODUCT

    Hey Natasha.

    "Customer Engagement" was the name that a specific license set received.  This license set allowed to deploy a specific group of Dynamics 365  Apps (Sales, Customer Service, Field Service & Project Service Automation).  You were able to deploy Marketing app if you had more than a certain number of licenses (10 if I'm not that wrong).   However, this is just a bundle of apps under a specific license.  

    Technically, all data lies in the Dataverse entities/Tables.  Each App requires a specific license that unblocks the access to specific tables & functionality that complement the Dataverse tables, for example:  Full access to ENTITLEMENT or CASE entities is granted only by the Customer Service license.   YOu can read more on https://docs.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-restricted-entities

    Regards

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