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Dynamics 365 Omnichannel for Customer Service: user rights and license for Power Virtual Agents

Posted on by 286

Hello Community,

When integrating and working with Power Virtual Agents (PVA) bot in the context of Dynamics 365 Customer Service Omnichannel, is my following understanding correct when it comes to the licensing requirement for the PVA?

1. PVA is not included in any of the following licenses, and we must purchase the PVA license separately:

- D365 Customer Service Enterprise

- Chat for D365 Customer Service

- Digital Messaging for D365 Customer Service

2. In the Microsoft D365 licensing guide, it mentions "Power Virtual Agents sessions" (1K PVA sessions/tenant/month) is included in Chat and Digital Messaging for D365 Customer Service, does this actually mean PVA is included here, and we will be able to author and implement the PVA bot if we have the Chat or Digital Messaging for D365 Customer Service licenses? In other words, we do not need to purchase the PVA license separately if we have the Chat or Digital Messaging for D365 Customer Service licenses?

Thanks.

Categories:
  • Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Dynamics 365 Omnichannel for Customer Service: user rights and license for Power Virtual Agents

    Hi partner,

    Based on my response in (2), it means that Chat and Digital Messaging for D365 Customer Service license only include 1k Power Virtual Agents session capacity and limited Power Virtual Agents use rights, actually not include Power Virtual Agents license based on Power Platform License Guide.

    If you want to use fully Power Virtual Agents functions, you'd better buy a Power Virtual Agents license.

  • D365EL Profile Picture
    D365EL 286 on at
    RE: Dynamics 365 Omnichannel for Customer Service: user rights and license for Power Virtual Agents

    Hi Sayen Zhang:

    Thank you for your reply! However, your response to my questions of (1) and (2) seem to contradict each other. For example, in (1) you have confirmed that "Power Virtual Agents license is not included in D365 Customer Service Enterprise, Chat for D365 Customer Service and Digital Messaging for D365 Customer Service license" But in (2) you have also indicated that "D365 Customer Service Enterprise licenses include limited Power Virtual Agents use rights" and that "Chat and Digital Messaging for D365 Customer Service license will only have limited Power Virtual Agents use rights and session capacity."

    Based on your response in (2), it sounds like even though it's "limited" use, we do get Power Virtual Agents as part of D365 Customer Service Enterprise, Chat for D365 Customer Service and Digital Messaging for D365 Customer Service license. This would imply we don't need to purchase separate Power Virtual Agent licenses. Am I correct?

  • Suggested answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Dynamics 365 Omnichannel for Customer Service: user rights and license for Power Virtual Agents

    Hi,

    Here are the replies for your questions:

    1. Yes, Power Virtual Agents license is not included in D365 Customer Service Enterprise, Chat for D365 Customer Service and Digital Messaging for D365 Customer Service license.

    2. Chat and Digital Messaging capacities includes “Incoming conversation records” and “1K Power Virtual Agents sessions/tenant/month”. D365 Customer Service Enterprise licenses include limited Power Virtual Agents use rights and session capacity for the purpose of extending Dynamics 365 application(s).

    If you have Chat and Digital Messaging for D365 Customer Service license, you will only have limited Power Virtual Agents use rights and session capacity.

     pastedimage1680499209911v1.png

    If you have questions, please refer to this link: Customer Service Pricing | Microsoft Dynamics 365

    Best Regards,

    Sayen Zhang

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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