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Access to Customer Service Hub without licenses

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Posted on by EmmaCRMadmin

Hello,

We have the licenses Dynamics 365 Sales Enterprise and are thinking about to start using customer service module and then to buy the add-on licenses for that. But in our environment we already have the model driven app "Customer service Hub" and all users can access it. So I am wondering what is really the point with buying that extra add on licenses? or am I missing something here?

Best Regards,

Emma

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CTSDT 235 on at

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RE: Access to Customer Service Hub without licenses

Hi Emma,

The user rights for Dynamics 365 Sales Enterprise and Dynamics 365 Customer Service Enterprise are quite different. You may need to consider purchasing a Customer Service License if planning to take advantage of the Customer Service Hub.

Please refer to the below link to get a license guide for Dynamics 365. Page 37 Appendix B: Customer Engagement Plan Applications Use Rights

https://mbs.microsoft.com/Files/public/365/Dynamics365LicensingGuide.pdf

Thanks!

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EmmaCRMadmin on at

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RE: Access to Customer Service Hub without licenses

Hello Jack, I understand what you mean but the strange thing is that we already have the Customer Service Hub and are able to use the different entities within it even if we dont have the customer service license. So that is why I get confused about the differences of the licenses.

/Emma

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CEklx 280 on at

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RE: Access to Customer Service Hub without licenses

Any update on this? I had the same issue, as CRMadmin describes, we already have the Customer Service Hub and are able to use the different entities within it even if we dont have the customer service license. So that is why I get confused about the differences of the licenses?

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CTSDT 235 on at

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RE: Access to Customer Service Hub without licenses

Hi Emma,

In this situation, I suggest logging a ticket for the support team. The support team will help you check the subscription information from the backend and validate if your tenant has a special license plan.

Thanks!

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Feridun Kadir 1,705 Most Valuable Professional on at

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RE: Access to Customer Service Hub without licenses

Appreciate that this is a late reply but it might be that app licensing is not yet enforced. Although users can (perhaps were) able to access the customer service hub, the licensing rules state that those users must have a customer service license.

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