Using Case entity without Customer Service App Installed

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Posted on by Priyesh

7,396 User Group Leader

Hi All,

I need to validate my thought here. Wanted to check the trade offs of using some of the Customer Service entities like Case, Knowledge Base without having to install Customer Service App installed.

Since these entities are already visible in Sales App, I believe the trade offs are that you don't get the Case Routing Rules/SLAs etc or which are "features" of Dynamics 365 Customer Service.

Wanted to check if what I assume above is correct or if I'm missing anything.

Kindly advise! Thanks!

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Hi Priyesh,

Yes,you are right.

The sales app includes Case, Knowledge Base entities, and Case Routing Rules/SLAs are unique in the Customer Service app.

Cases for Sales: Create cases with limited edit capability. No case business process flow, SLAs, entitlements, or case routing. Users only licensed with Sales license cannot act as customer service agents and resolve cases.

You can refer the following PDF for more details about licensing:

https://www.google.com.hk/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwjSrqvKy4b5AhUmZWwGHc-fAoEQFnoECAUQAQ&url=https%3A%2F%2Fgo.microsoft.com%2Ffwlink%2Fp%2F%3FLinkId%3D866544&usg=AOvVaw31TJQMIji481LIHcfzy3Qw

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Priyesh 7,396 User Group Leader on at

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Thanks Leah,

That helps!! :) Just wanted to validate if my thought was correct or need any modification.

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lkay 84 on at

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hello, wanted to follow up: so is it NOT recommended to use the existing Case tables found in the Sales license as case management system. We can still create a business process flow. Do people have any suggestions as to when to really get the customer service license? Any additional thoughts are welcome.

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