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Dynamics 365 Community / Forums / Customer Service forum / Cost for licenses
Customer Service forum

Cost for licenses

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Posted on by Community Member Microsoft Employee

Hi

I am interested in getting dynamics 365 for my organization based in Kenya, specifically customer service. We have a significant amount of queries and have a dedicated contact centre. The contact centre receives queries and either resolves these queries or directs these queries to other staff to resolve. I am aware that I will need a full license for each contact centre user. My question is would the other staff need licenses - all these other staff will be doing is resolving the queries and updating the system with the resolution detail for the specific query. These staff will not log queries - they will only receive queries to resolve - please assist and advise if these staff require any sort of license.

Categories:
Purchase / License / Trials / Quotas
  • Suggested answer
    Marc G. Profile Picture
    Marc G. 895 on at
    RE: Cost for licenses

    Hi,

    Your regular Customer Service staff won't need the full Plan 1 license. They can have the Dynamics 365 for Customer Service Enterprise license. 

    Now for the other users. When you would want them to update the case - even only the resolution field - they would need the same license. This is since updating the Case entity would require the Dynamics 365 for Customer Service Enterprise license.

    There is a workaround you can do which works fine. There are Team Member licenses. These are affordable (about $ 10,- a month for a user). Users with this license are able to use the Activities. When they need to act regarding a Case, you could send them an activitie that they need to update. When they update the activity with the resolution you can use a workflow / flow to update the Case with this resolution and you're all set.

  • Suggested answer
    T.I.A Profile Picture
    T.I.A 1,760 on at
    RE: Cost for licenses

    dynamics.microsoft.com/.../pricing check it out for further information

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