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An introduction
to licensing the
Dynamics 365
CRM apps
Louise Ulrick
AgendaThe basics• Understanding the different Customer
Engagement apps
• Choosing the right Customer Engagement
licenses for different types of users
• Licensing internal and external users
• License availability
Some specialist solutions• Dynamics 365 Marketing
• Microsoft Relationship Sales solutions
• Customer Engagement Add-ons
• Default capacities
The basics
January 2020
Dynamics 365
Customer Relationship Management (CRM) Enterprise Resource Planning (ERP)
January 2020
Dynamics 365
On-premises CRM solution On-premises ERP solution
Online ERP solutionOnline CRM solution
Customer Relationship Management (CRM) Enterprise Resource Planning (ERP)
January 2020
Dynamics 365
On-premises CRM solution On-premises ERP solution
Online ERP solutionOnline CRM solution
Customer Relationship Management (CRM) Enterprise Resource Planning (ERP)
January 2020
The Dynamics 365 Licensing Guide
Great to refer to for:
• Information on the licenses for
the different plans and apps
• The types of people who will
use each of the apps
• Examples of external users
• Licenses required for internal
users by task
• Default subscription capacities
http://bit.ly/D365LGJan2020
January 2020
What is CRM?
Sales and
Opportunities
Service
Campaigns
Insights Social Engagement
Customer
Relationships
Customer Relationship Management
Fully Integrated
January 2020
Licensing the Dynamics 365 CRM apps
FIELD SERVICECUSTOMER SERVICE Enterprise
PROJECT SERVICE AUTOMATION
SALES Enterprise
SALES Professional
CUSTOMER SERVICE Professional
TEAM MEMBERS
User Subscription License available
Device Subscription License available
January 2020
Choosing User or Device Subscription Licenses
FIELD SERVICE
FIELD SERVICE
$95
$145
User and Device licenses
• Multiple users may access the applications though a shared
Device SL
• User and Device SLs give access to the same functionality
• User and Device SLs may be mixed
For example:
• Mobile care teams sharing a vehicle with 3 shifts of 2 people
• User licensing: 6 x $95 = $570
• Device licensing: $145
January 2020
Choosing Enterprise or Professional licenses
Sales
Professional
Sales
Enterprise
Sales Professional
application
module
Customer Service
application
module
Sales Enterprise
application
module
Customer Service
application
module
CUSTOMER SERVICE Enterprise
SALES Enterprise
SALES Professional
CUSTOMER SERVICE Professional
$95 $95
$65 $50
January 2020
Licensing a user for more than one app
FIELD SERVICECUSTOMER SERVICE Enterprise
PROJECT SERVICE AUTOMATION
SALES Enterprise
SALES Professional
CUSTOMER SERVICE Professional
Base licenses
$95 $95 $95
$95$65 $50
FIELD SERVICECUSTOMER SERVICE Enterprise
SALES Enterprise
SALES Professional
CUSTOMER SERVICE Professional
Attach licenses
$20 $20 $20
$20 $20
Page 64, January 2020 Licensing Guide
Notes
• Base license must be the higher priced app
• Base and attach license provide access to
same application functionality
January 2020
Using the Team Members license
Users can:
• Read Dynamics 365 data across all apps
• Participate in a specific set of scenarios for the CRM apps
A Team Members license does not provide access to custom applications, and a Power Apps license or a
full Dynamics 365 license is then required, dependent on the scenario
Dynamics 365 Customer Engagement Scenarios
Sales
Customer Service
Field Service
Project Service Automation
• Write access to contacts, activities, tasks and notes
• Record time and expense for Dynamics 365 Project Service Automation, and apply for projects
• Update personal information
• User Reporting and dashboards
• Create, read, update, and delete records against custom entities
• Participate as an end-consumer of Dynamics 365 services such as responding to surveys
A Team Members license is a named user subscription, designed for users
who are not tied to a particular function, but who require basic Dynamics
365 functionality, priced at $8 per user per month
January 2020
Choosing the right licenses: internal users
Pages 37 – 41, January 2020 Dynamics 365 Licensing Guide
January 2020
Choosing the right licenses: external users
No licenses are required for external users
Who ARE External Users?
• End customers of the organization
• Off-site vendors not in an employee-like
relationship with the organization
Who ARE NOT External Users?
Contractors, vendors or agents who:
• Provide business processes on the customer’s behalf
• Use Microsoft Dynamics 365 to manage any portions of
their business
January 2020
Step-up licensesStep-up licenses enable an EA customer to move from a lower license to a higher one at any time
Step-up licenses are not required in CSP since a new Subscription is started for the higher license,
and the Subscription for the lower license is reduced or suspended
Original license Can step up to
Sales Professional User SL
Team Members User SLSales Enterprise User SL
Team Members User SL Sales Professional User SL
Customer Service Professional User SL
Team Members User SLCustomer Service Enterprise User SL
Team Members User SL Customer Service Professional User SL
Team Members User SL Field Service Enterprise User SL
Sales Enterprise User SLMicrosoft Relationship Sales solution Plus
User SL
Project Online Essentials User SL Team Members User SL
January 2020
Availability of the Dynamics 365 CRM licenses
Team Members
User SLs
Sales, Customer
Service, Field
Service, Project
Service Automation,
Marketing SLs
Microsoft
Relationship Sales
solutions User SLs
EA Y Y Y
MPSA Y Y
Open/OV
CSP Y Y
Web Direct Y Y
DPL
SPLA
Some specialist solutions
January 2020
Dynamics 365 for Marketing
Marketing automation application
• Email marketing campaigns
• Automated, interactive customer journeys
• Plan, promote, and manage marketing events and webinars
• Generate, score, and qualify leads for sales
https://dynamics.microsoft.com/en-us/marketing/overview/
January 2020
Licensing Dynamics 365 for Marketing
Overview• Licensed across an organization
• Based on number of contacts in Customer Engagement database used for a marketing activity
Licensing Options• Marketing Attach option for customers
with 10 or more Customer Engagement app licenses, covers 10,000 contacts at $750 per month
• Marketing Standalone App covers 10,000 contacts at $1,500 per month
• Additional Contact Packs available
January 2020
Dynamics 365 for Marketing SKU Target Contacts Price/pack/month
Min Purchase
Quantity
Included
Contacts
Additional Contacts Tier 1 < 50K $250 1 5K
Additional Contacts Tier 2 50K - 99K $1500 1 50K
Additional Contacts Tier 3 100K - 249K $1250 2 50K
Additional Contacts Tier 4 250K - 499K $750 5 50K
Additional Contacts Tier 5 500K+ $500 10 50K
Used when more than the included 10,000 contacts are required
Additional Marketing Contacts Packs
For example:
• Contoso need an extra 300,000 contacts
• Order: 6 x Tier 4 Additional Contacts
• Cost: 6 x $750 = $4,500 per month
January 2020
Microsoft Relationship Sales solution
Strong relationships are key to winning deals
Build relationships with the right decision makers and influencers
Offer insight and recommendations that address real customer needs
Make it easy to manage relationships at every step of the sales process
January 2020
Microsoft Relationship Sales solutions
Microsoft Relationship Sales solution Plus
Sales Enterprise + LinkedIn Navigator Enterprise
Microsoft Relationship Sales solution
Sales Enterprise + LinkedIn Navigator Team
Availability
Enterprise Agreement only
Minimum purchase of 10 licenses
Licenses may only be reduced at renewal
Pricing
No difference in pricing between Levels A-D
Tiered Pricing available
January 2020
Microsoft Relationship Sales solution offerings
Microsoft Relationship Sales
solution
Microsoft Relationship Sales solution Plus
$162$146
$138$129
$117
10-99
Seats
100-249
Seats
250-499
Seats
500-999
Seats
1,000-1,499
Seats
$111$102
$92 $831,500-1,999
Seats
2,000-2,999
Seats
3,000-4,999
Seats
5,000+
Seats
LinkedIn Sales
Navigator
Enterprise
Dynamics
365 for Sales
Enterprise
$130$121
$114$106
$97
10-99
Seats
100-249
Seats
250-499
Seats
500-999
Seats
1,000-1,499
Seats
$91.50$84
$77 $691,500-1,999
Seats
2,000-2,999
Seats
3,000-4,999
Seats
5,000+
Seats
LinkedIn Sales
Navigator
Team
Dynamics
365 for Sales
Enterprise
January 2020
Building on the core Dynamics 365 CRM apps
FIELD SERVICECUSTOMER SERVICE Enterprise
PROJECT SERVICE AUTOMATION
SALES Enterprise
SALES Professional
CUSTOMER SERVICE Professional
Do more Understand more
• Resource Schedule Optimization
• Chat and Digital Messaging
• Power Virtual Agents
• Customer Service Insights
• Sales Insights
• Customer Insights
January 2020
Licensing Resource Scheduling Optimization
FIELD SERVICE FIELD SERVICE Resource Scheduling Optimization
$30
Resource Scheduling Optimization (RSO) enables you to automatically schedule work orders for the most
appropriate resources, by optimizing bookings for the shortest travel time, available work hours, and many
other constraints
$95
January 2020
Licensing Chat and Digital Messaging
CUSTOMER SERVICE Enterprise
CUSTOMER SERVICE Chat
$60
CUSTOMER SERVICE Digital Messaging
$75
Initial capacity:
50 chatbot sessions
per user per month
Initial capacity:
50 chatbot sessions
per user per month
CUSTOMER SERVICE Chatbot Sessions
$50
Additional capacity:
100 chatbot sessions
per tenant per month
Customer Service Live Chat offers capabilities to ensure the support agents and end users can interact
effectively. Customer Service Digital Messaging includes first party chat, third party SMS, and future
social messaging channels
$95
January 2020
Microsoft Power Virtual Agentsh
ttp
://b
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Create chatbots with a
no-code graphical
interface
Build custom workflows
with Power Automate, or
create complex scenarios
with the Microsoft Bot
Framework
Easily see what’s working
and what you need to
improve
January 2020
Microsoft Power Virtual AgentsPower Virtual Agents empowers teams to easily create powerful bots using a guided, no-code graphical
interface without the need for data scientists or developers
POWER VIRTUALAGENTS
$1,000
Initial capacity:
2,000 chatbot sessions
per tenant per month
PVAChatbot sessions
$450
Additional capacity:
1,000 chatbot sessions
per tenant per month
…
Session definition:A session is an interaction between the customer and the bot, and represents one unit of
consumption. The session begins when an authored topic is triggered. These sessions are
referred to as ‘billed sessions’ in the product.
A topic ends in one of the following scenarios: • When all of the customer's questions are answered
• When a customer intentionally ends or closes a chat session, or
• When a bot is unable to answer adequately and the interaction is escalated to a live agent
January 2020
Licensing Customer Service Insights
CUSTOMER SERVICE Enterprise
CUSTOMER SERVICE Professional
Initial capacity:
100,000 cases per
user per month
CUSTOMER SERVICE Insights
CUSTOMER SERVICE Insights
$75
Included
Additional capacity:
500,000 cases per
tenant per month
CUSTOMER SERVICE Insights Additional Cases
$250
CUSTOMER SERVICE Insights Additional Cases
$250
Customer Service Insights provides an actionable view into critical performance metrics, operational data,
and emerging trends for customer service organizations
$95
$50
January 2020
VIRTUAL AGENT FOR CUSTOMER SERVICE
Dynamics 365 Virtual Agent for Customer ServicePower Virtual Agents works hand-in-hand with Dynamics 365 Customer Service Insights to provide a holistic
view of your customer service operations. You can use Customer Service Insights and Power Virtual Agents
together to determine which topics are trending or consuming support resources, and then easily automate
them
POWER VIRTUALAGENTS
CUSTOMER SERVICE Insights
$1,100
January 2020
Licensing Sales Insights
SALES Enterprise
MICROSOFT RELATIONSHIP SALES solution
MICROSOFT RELATIONSHIP SALES solution Plus
SALESInsights
$50
SALESCall Intelligence
$3,000
Initial capacity:
3 hours per user per
month
Additional capacity:
1,000 hours per
tenant per month
With the help of AI-driven insights, Sales Insights promotes personalized engagement and proactive
decision making to help build relationships. Conversation Intelligence, included capacity for Sales Insights,
help sales teams gain insights from conversations with customers. Dynamics 365 Call Intelligence is a
capacity add-on for Sales Insights that enables organizations to analyze additional hours of call recordings
$95
$130
$162
January 2020
Licensing Customer Insights
CUSTOMER SERVICE Enterprise
SALES Enterprise
MARKETING
20 x 20 x
Customer Insights Attach
$1,000
Customer Insights Standalone
$1,500
Customer Insights
Additional Profiles
$1,000
Customer Insights
Additional Profiles
$1,000
Initial capacity:
100,000 profiles per
tenant per month
Additional capacity:
100,000 profiles per
tenant per month
Other
licenses
Customer Insights allows organizations to ingest and unify customer data across a full range of sources, to get a
single view of customers
$95 $95 $1,500
January 2020
Common Data Service default capacities
Database Capacity• Store and manage entity definitions and data
• 10GB shared entitlement per tenant
File Capacity• Manage attachments, files, photos and videos
• 20GB shared entitlement per tenant
Log Capacity• Record data changes over time for analysis and reporting purposes
• 2GB shared entitlement per tenant
The first base license purchased includes the default capacity which is shared per tenant
January 2020
Common Data Service additional capacityAdditional entitlement is accrued for Enterprise User SLs:
Sales Enterprise, Customer Service Enterprise, Field Service, or Project Service Automation
Initial entitlement
per tenant
Additional
entitlement per
Enterprise User SL
Purchase of 10 x Sales
Enterprise User SLsTotal entitlement
Database Capacity 10GB 250MB 10 x 250 = 2,500MB 12.5GB
File Capacity 20GB 2GB 10 x 2 = 20GB 40GB
Log Capacity 2GB N/A N/A 2GB
Additional capacity may also be purchased
Add-on capacity
per tenant per month
Database Capacity $40 per GB
File Capacity $2 per GB
Log Capacity $10 per GB
An introduction
to licensing the
Dynamics 365
CRM apps
Louise Ulrick
