We have been looking into using one of MS Dynamics Apps for our internal IT helpdesk system, we have created a sandbox environment and trying to create a proof of concept to see if it will work for us.
The problem we are stuck on, is how to get end users i.e. employees of our company access. Reading through the documentation it does seem straightforward to add them to the Customer Service app access security role and make sure the app is shared with that security role.
https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/availability-customer-service-hub
We added couple of users to this security role but keep getting this error when access the customer service hub app.
/This app requires a license and you don’t have the appropriate license to access this app. /
What kind of license does it need, when the article clearly says a user who is part of that security role can access the app, also we have purchased licenses for the helpdesk team who will be administering the tickets, but I didn't think you would need 3000 additional licenses for users to just fill in a form and submit a ticket.
It’s important to remember that users still need at least a Microsoft Dynamics 365 Customer Service license, whether it’s the Enterprise or Professional version—just having security roles won’t cut it for access. If the goal is simply to submit tickets, consider setting up a Power Apps Portal or Power Pages, or even using Power Automate forms, instead of giving everyone a full Dynamics license.
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