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When I buy a license for customer service, the same how many you pass to the application includes, or as it would be done so that the members of my company can access it to generate cases.
Hey Gissela.
Can you provide more details on what you want to achieve? According to the Licensing guide:
a) users with a Team Member license can create, update and delete their own cases.
b) the Customer service license is more oriented towards people that will be working as Customer Service: technicians that will be updating cases (as agents). Each one of the users with this role will require a valide Customer Service License.
Regards,
Hi,
I’m afraid I don’t quite understand what you mean.
Could you provide more information about your problem.
The following link is a PDF about License Guide which may help you.
https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwiBnfXbxdD8AhWicGwGHWA1AqcQFnoECAsQAQ&url=https%3A%2F%2Fdownload.microsoft.com%2Fdownload%2F9%2F6%2F7%2F96706B15-1CBE-47B7-AB9E-6BC31A377BBB%2FDynamics%2520365%2520Licensing%2520Guide%2520-%2520Jan%25202023.pdf&usg=AOvVaw35eLuF1tzvlEpK798AC5H6
This is the D365 Customer Service pricing.
Customer Service Pricing | Microsoft Dynamics 365
Well, so that you understand me better, in my company we want to implement customer support, where both users and support technicians can create cases and follow up on them, but I don't know if each of our users must acquire the license customer service, or maybe me at the time of publishing the customer service hub application, all users of the company will have access to said application without the need for a license.
b) the Customer service license is more oriented towards people that will be working as Customer Service: technicians that will be updating cases (as agents). Each one of the users with this role will require a valide Customer Service License.====After your update, it's important to note something: One thing is to CREATE a case (which is something that should be done by X number of people) and people who's going to WORK on a case.
- To create a Case for themselves, users can have a Team Member license or even Sales License, as long as you use the appropriate app (Custome Service Team Member for team Members for example, or Sales Hub for Sales licensed users).
- To work on a case (technicians) or to create cases on behalf of someone else, then users hould have a Customer Service License and one of the appropriate security roles (Customer Service Representative, Omnichannel Agent, for example).
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