HELP WITH CLARIFYING WHAT IS IN MS DYNAMICS CUSTOMER ENGAGEMENT PRODUCT

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Posted on by Natashaaa

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

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PerezAguiar Microsoft Employee on at

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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