You're spot on in your understanding. Dynamics CRM Online as a distinct, standalone offering has indeed been replaced within the Dynamics 365 Customer Engagement (CE) suite under the Cloud Solution Provider (CSP) model.
The functionality that was encompassed by "Dynamics CRM Online" is now broken down into the various Dynamics 365 applications focusing on specific business needs. The key applications that replaced it are:
- Dynamics 365 Sales: For sales force automation.
- Dynamics 365 Customer Service: For managing customer service operations.
- Dynamics 365 Marketing: For marketing automation (though this was a separate offering even before).
- Dynamics 365 Field Service: For managing mobile workforces.
- Dynamics 365 Project Operations: For project-based service businesses.
Migration Path from Dynamics CRM Online to D365 in CSP:
Your client's situation with expiring "Dynamics CRM Online Add-on O365 direct licensing" in 2026 necessitates a migration to one or more of the current Dynamics 365 applications within the CSP model. Here's how the migration typically works:
- Identify Required Functionality: The first and most crucial step is to understand which features and functionalities your client is currently using within their "Dynamics CRM Online Add-on." This will determine which of the current Dynamics 365 applications are the best fit for their needs. For example:
- If they primarily use sales features (opportunities, leads, accounts, contacts), Dynamics 365 Sales is the likely target.
- If their focus is on case management, queues, and service level agreements, Dynamics 365 Customer Service is the relevant application.
- If they leverage integrated telephony and agent routing, Dynamics 365 Customer Service with Digital Messaging or potentially a dedicated Contact Center solution built on the Power Platform might be needed.
- Licensing in CSP: Under the CSP model, your client will need to license the appropriate Dynamics 365 applications per user. The licensing structure typically involves base licenses and attach licenses, depending on the number of applications a user needs access to.
- Data Migration: The core of the migration process will involve migrating their existing data from their current Dynamics CRM Online environment to their new Dynamics 365 environment in the CSP tenant. This can be done using various tools and methods, including:
- Data Export/Import Tools: Using the built-in data export/import wizard within Dynamics 365.
- SSIS (SQL Server Integration Services): For more complex data transformations and migrations.
- Third-Party Migration Tools: Several specialized tools are available for migrating data between Dynamics 365 environments.
- Custom Development: In some cases, custom code might be required for specific data migration needs.
- Configuration and Customization: Depending on their current setup and future requirements, you might need to reconfigure or customize the new Dynamics 365 environment. This could involve setting up workflows, business rules, custom entities, and integrations.
- User Training: Once the new environment is set up and data is migrated, user training will be essential to ensure a smooth transition.
Finding the Right SKUs and First-Party Documentation for CSP Migration:
You're right that direct "migration SKUs" from the old "Dynamics CRM Online Add-on" to specific D365 CSP licenses might not be explicitly named as such. Instead, the process involves understanding the functional replacement and then purchasing the corresponding CSP SKUs.
Here's how to find the relevant information:
- Dynamics 365 Licensing Guide: This is the primary document for understanding the current Dynamics 365 licensing model, including the CSP offerings. Look for the latest version of the Dynamics 365 Licensing Guide on the Microsoft website. Search for terms like "Sales Enterprise," "Customer Service Enterprise," "Sales Professional," "Customer Service Professional," and any relevant "Attach" licenses. This guide will outline the features included in each license.
- Microsoft Partner Center: If you are a Microsoft partner, the Partner Center is the key resource for pricing, SKUs, and purchasing Dynamics 365 licenses under the CSP program. Navigate to the "Sell" section and explore the Dynamics 365 offerings.
- Microsoft Dynamics 365 Product Pages: The official Dynamics 365 product pages on the Microsoft website (e.g., for Sales, Customer Service) often provide an overview of the features and the target audience for each application. This can help you map the old CRM Online features to the new D365 applications.
- Talk to a Microsoft Licensing Specialist or CSP Distributor: For specific migration scenarios and the most accurate licensing guidance, it's highly recommended to engage with a Microsoft licensing specialist or your CSP distributor. They can provide tailored advice based on your client's existing licenses and their future needs. They will have the most up-to-date information on migration paths and any potential incentives or programs.
Regarding the Deprecation:
Yes, Dynamics CRM Online as a standalone product is effectively deprecated in favor of the more modular Dynamics 365 applications. While existing subscriptions might continue to function until their renewal or expiration, the go-forward model is based on licensing the specific Dynamics 365 applications.
In summary, to migrate your client from their expiring Dynamics CRM Online Add-on licensing to the CSP model, you need to:
- Analyze their current usage to determine the appropriate Dynamics 365 applications (Sales, Customer Service, etc.).
- Purchase the corresponding Dynamics 365 licenses through the CSP program.
- Plan and execute the data migration process.
- Configure and customize the new environment as needed.
- Provide user training.
Focus on the current Dynamics 365 Licensing Guide and consult with Microsoft or your CSP distributor for the most accurate and up-to-date information on SKUs and migration paths within the CSP model. The links in the old forum post are likely outdated, so rely on the official, current Microsoft resources.
