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Case Management with only Sales Enterprise license

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Posted on by JLKM

Hi,

Can users with only Sales Enterprise license:

Edit/update a case created by others ? (I know they can create a case)
Edit/update a case created by himself/herself ?
Track an email/appointment to a case ?
Get assigned with a case (by other users) ?
Assign the case to someone else ?
Be responsible to meet a SLA ?
Resolve a case ?
Convert an activity (e.g. email) to a case ?

Thanks in advance!

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Community Member on at

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Hi JLKM,

In the License Guide:

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.

So you can create,update or delete case, but others actions can't be done.

You can download license guide for more details.

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PerezAguiar Microsoft Employee on at

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Hey!

MOst of the answers are documented on https://docs.microsoft.com/en-us/powerapps/maker/data-platform/data-platform-restricted-entities. Basically:

> Working with Case/Incident entity requires the Customer Service Professional, Customer Service Enterprise or Customer Engagement (Bundle)

> the link also has a text stating that PowerApps, PowerVirual Agents are allowed to update the case if it's self Serve (cases created by users themselves). The rest of the actions (sla, resolving, assigning, update cases from others) are not allowed actions

Regards,

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jim.corriveau@chest... 81 on at

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JLKM,

Don't poke the licensing bear. If your organization runs so that everyone in 'Sales' has 'Customer Service' in their job description that requires them to preform the tasks you listed, simply replace the word "case" with the word "opportunity" in what you have listed and you have your goals and A1's for 2022. Nothing you have listed cannot be done with Opportunities rather than a Case, and you will remain in the good graces of the Microsoft Licensing bear.

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