Field Service - Technicians working on Cases

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Posted on by William Bradley

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My original question was "Can service agreements and assets be leverage in Customer Service without Field Service?" My initial thoughts were yes, since those 2 entities could just be included in the Customer Service Hub Model-driven app, using the App Designer. The processes associated with them might have to be customized depending on what you’re looking to achieve, but you could use the entities themselves.

But is there a license component here? Would the user have to have both licenses applied (Customer Service Hub AND Field Service).

Same question with the following "Can a field technician only work a Work Order, and the Field Service components associated, or can they work a Case also?

Thoughts appreciated. I know how things work on the back end in CE so again maybe this is a licensing question...

Thanks in advance.

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Fubar 2,752 on at

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RE: Field Service - Technicians working on Cases

You need to consult the current Dynamics 365 Licencing guide (), for each Product/App there is a Use Rights table in that document. Many of the Use Rights tables include a Read section, that allows the read of any application data (but not the edit/delete etc), so if you need your users to be able to edit/delete etc an entity not listed under the relevant table you will need additional licencing for the addon for the Product/App that it does appear under (and work out which is the Base licence and the addon licence).