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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Will Dynamics 365 Cust...
Customer experience | Sales, Customer Insights,...
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Will Dynamics 365 Customer Voice App be free to customers who have purchased Dynamics 365 Customer Service App?

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Posted on by Jules Cameron 10

We have an ESA until 2022 and we are starting to complete discovery work on Customer Voice and how we can use these capabilities. We are currently on the old Dynamics 365 Engagement Plan and, as part of our discovery and planning strategy, we would like to know, will Dynamics 365 Customer Voice App be free to customers who have purchased Dynamics 365 Customer Service App or will we be required to purchase Customer Voice as a standalone app?

  • Welly Lee Profile Picture
    Welly Lee on at
    RE: Will Dynamics 365 Customer Voice App be free to customers who have purchased Dynamics 365 Customer Service App?

    The trial license is added when you sign up for trial. If you have BOTH trial and CE plan, we will use the CE plan to calculate your usage.

  • Sivasannkar Ramadoss Profile Picture
    Sivasannkar Ramadoss 4 on at
    RE: Will Dynamics 365 Customer Voice App be free to customers who have purchased Dynamics 365 Customer Service App?

    Hi Welly, thank you for the details.

    I understand that D365 customer engagement plan had entitlement of 2000 survey responses / month / tenant is entitled to our tenant that has D365 customer engagement plan.

    However, when I enable customer voice, below trial license is added my profile, not sure the org that I have enabled customer voice is using D365 Customer Voice Trial or D365 Customer Voice for Customer Engagement Plan. Could you please advise? Thank you.

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  • Welly Lee Profile Picture
    Welly Lee on at
    RE: Will Dynamics 365 Customer Voice App be free to customers who have purchased Dynamics 365 Customer Service App?

    Jules Cameron  Customer Voice licensing is based on number of survey responses received. If you send 1000 survey invites but only receive 500 responses, only the 500 responses counted. As a subscriber of Dynamics 365 Engagement Plan, you are entitled for 2000 survey responses / month. If you need more, then you will need to get additional capacity license. Note that we monitor capacity at annual level, meaning that the limit is 12x2000=24,000 responses / year, so you can use your entire year's capacity for a single annual survey. 

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