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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / FS Licence - Case, SLA...
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FS Licence - Case, SLA & Entitlement management

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Posted on by Eva SI 60

Hallo!

I

 was wondering whether anyone knows if a user with Field Service licence (only) can

- fully manage Cases (create, edit, assign, resove ...)
- fully manage SLAs
- fully manage Entitlements

Does the user need additional Customer Service licence or is Field Service licence enough? According to Licencing Guide April 2020 Customer Service licence is needed for functionalities stated above.

(yellow = customer service, green = field service)


pastedimage1590658081425v1.png

However, if you check standard field service security roles, all of the above is enabled for FS Admin (yet he can't do it without also having a Customer Service licence according to Licencing Guide?).

pastedimage1590658317551v2.png

Does anyone have any experience with this?

BR, Eva

  • Abigail Profile Picture
    Abigail 550 on at
    RE: FS Licence - Case, SLA & Entitlement management

    Yes, Field Service licence can fully manage Cases (create, edit, assign, resove ...), fully manage SLAs and fully manage Entitlements.

  • Eva SI Profile Picture
    Eva SI 60 on at
    RE: FS Licence - Case, SLA & Entitlement management

    Akash,

    thank you for your feedback.

    Can a user with Customer Service licence (only) convert Cases to Work Orders? (And then a dispatcher or FS admin with FS licence takes it over from there)?

    BR, Eva

  • Suggested answer
    AJ-22040756-0 Profile Picture
    AJ-22040756-0 on at
    RE: FS Licence - Case, SLA & Entitlement management

    Hi Partner,

    User needs to definitely have a customer service license in order to manage Cases, SLA and entitlement.

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