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Do internal customers need a license for case management in Dynamics 365?

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Posted on by Luke12345678 627

Hi,

In the scenario of an organisation using Dynamic 365 for an internal service desk for staff, would all organisation staff members need a dynamics 365 license?  These internal customers would interact (raise tickets) through a portal or via email, standard service desk functionality.   

Total staff 30k

Service desk staff 150 users.  

The 150 service desk staff would have a 150 licenses.  Do the other 30k need a team license? 

In the licensing guidance it seems to suggest that staff members need a team license.  This would be an online instance.

Thanks

Categories:
Customer Service
  • Suggested answer
    Mathieu De Buyer Profile Picture
    Mathieu De Buyer on at
    RE: Do internal customers need a license for case management in Dynamics 365?

    Hi,

    In the security configuration, (System administration / Security / Security configuration) you can check every role, duties and priviledge.

    Pointing at a specific role/duty/priviledge, click on view permission. a new grid open displaying all the caracteristics of this role/duty/priviledge. The interest is the last column, called License, that will tell you which license type is needed (at least) to have this specific role/duty/priviledge.

    Correct me if i'm wrong but if you set up entirely your role for the staff and check that out, you'll know if you need a license or not. the column will tell you "none" if you don't need any license.

    cheers,

    Mathieu

  • Verified answer
    Andreas Cieslik Profile Picture
    Andreas Cieslik 9,265 on at
    RE: Do internal customers need a license for case management in Dynamics 365?

    I don't think all of the 30k staff members need a license. Only those who really interact with Dyn365 Website application.

    You can create with a Dynamics 365 Plan license a customer or employee self service portal. With that they can interact and create cases in Dynamics.

    The staff member will be added as portal contact in Dyn365 which does not require a license.

    Available portal templates:

    docs.microsoft.com/.../provision-portal

    As the service desk members will need to work with cases, you will need to give them a Microsoft Dynamics 365 for Customer Service license. Team Member will not be sufficient to work on the customer service module including cases, etc.

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