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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / What licenses do we ne...
Service | Customer Service, Contact Center, Fie...
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What licenses do we need, would Team Member suffice?

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Posted on by Hibee Chris 75

I'm confused with this and the price difference is substantial even with our NFP discount.

We create contacts and cases where our specialists support our service users and they track emails, phone calls, appointments and notes to the cases.

Does everybody need to have the full customer service license or would those that update the cases be okay to only have the Team Member licenses?

I've been told that we can do this but I'm not sure about it looking at the license guide.  We could potentially change our service processes slightly if it was worth it to make this saving of around £14 per user per month.

Thanks,

Chris

  • Suggested answer
    Archer Mehrab Profile Picture
    Archer Mehrab 186 on at
    RE: What licenses do we need, would Team Member suffice?

    Hi Chris ,

    the Customer Engagement ( Case Handling ) is only available to the users who have been assigned to the full customer Service License, this could be modified through the Office 365 Admin panel, and you need to be a global admin to manage (remove/add licensing) to those users ( you might want to implement different AAD group for better management in future

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