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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / What Case Management c...
Customer experience | Sales, Customer Insights,...
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What Case Management capabilities are available with Sales Enterprise license?

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Posted on by Zap Objects 924
Hello,
 
Does "Sales Enterprise" license offer Case management capabilities like auto case creation (using automatic record creation rules) ?
 
When I started "Dynamics 365 Sales Enterprise" trial... then Case entity and service management section is available in sitemap.
However when we check the dynamics 365 sales licensing guide then Case entities are not shown.
 
So, its not clear what case management capabilities are available with Sales Enterprise / professional license?
Categories:
Microsoft Dynamics CRM
Dynamics 365 Customer Insights - Data
Dynamics 365 Sales
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  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Hey!
     
    If you look at https://learn.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-restricted-entities, case entity has a very special situation.  IT's basically associted to Customer Service licenses (Professional or Enterprise).  It states:
     
    [1] Case table actions permitted with only Power Apps, Power Automate, Power Pages or Microsoft Copilot Studio license:
    Power Apps, Power Automate, or Copilot Studio licensed users can ‘create’ cases; can ‘read’, ‘update’ and ‘delete’ self-created cases to enable scenarios including employee self-service and case creation on behalf of customers. Power Apps, Power Automate, or Copilot Studio licensed users can only perform ‘read’ operation on cases created by other users. They cannot ‘update’, ‘resolve’, ‘route’, ‘close’,‘delete’,‘assign’,‘duplicate’, ‘merge’, ‘create child cases’ or perform any other custom operation on cases created by others. Users can't act as a customer service agent, can't manage cases.
     
    The LIcensing guide offers pretty much a similar guidance:
    Case for sales:  Create Cases with limited edit capacity. No business process flow, SLA, ENtitlements or case routing.  Users with Sales licenses can't act as Agents and resolve cases.
     
    Regards,

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