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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Tracking Usage
Service | Customer Service, Contact Center, Fie...
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Tracking Usage

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Posted on by MM-06042328-0 4

Hi everyone,

I’m looking for advice on best practices for assessing actual usage of Dynamics 365 Customer Service Enterprise licences.

We’re currently analysing Azure AD sign‑in logs via Sentinel, but this is flagging a high level of inactivity. I’m conscious this doesn’t paint the full picture, as Dynamics can be used through background processes or integrations without an interactive sign‑in.

Is there a recommended way to get a more accurate view of real usage to support licence optimisation and harvesting?

Thanks in advance.

Michael. M

Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    11manish Profile Picture
    11manish 694 on at
    Relying only on Microsoft Entra ID sign-in logs (via Sentinel) does not accurately reflect real usage of Dynamics 365 Customer Service, as it misses background processes, integrations, and API activity.
     
     
    Best practice:
    Use a multi-layer approach combining:
    • Microsoft Dataverse activity (record creation/updates – most reliable)
    • App usage analytics from Power Platform Admin Center
    • API/integration usage
    • Sign-in logs (as supporting data only)
     
    Define an “active user” based on actual data interaction, not just logins.

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