Are you paying too much for your Dynamics 365 Customer Service licenses?
Dynamics 365 Customer Service offers Enterprise and Professional licensing options. Whether you’re considering a Dynamics implementation or reviewing your licenses, understanding your options is essential to avoid overpaying for unnecessary functionality. This article offers a comparison to help you reduce costs and ensure compliance with Microsoft licensing terms.
ServerSys is here to answer your licensing questions. If you need more information, don’t hesitate to contact us.
How does Customer Service Enterprise and Professional differ?
Both Dynamics 365 Professional and Enterprise licences include case management and knowledgebase capabilities.
The Customer Service Professional license provides essential service features for service teams. However, the following functionality and entitlements of D365 Customer Service Enterprise are either unavailable or restricted for the Pro licence.
Comparing D365 Customer Service Enterprise & Pro Features
- Custom Tables/Entities – custom tables manage data across processes and relationships unique to each organisation. Users can create, read, update, and delete unlimited custom entities with Enterprise licenses. In contrast, Pro licenses restrict you to creating and modifying up to 15 custom tables. No limits are applied to read permissions.
- Standard Tables and Processes—Professional licenses do not allow access to several Enterprise features, including product families, production relationships, service scheduling, schedule board, work hours, business units, and mobile offline working.
- Copilot in Customer Service – embedded intelligence capabilities, including Copilot features in D365 Customer Service, are exclusive to Enterprise.
- Queues – up to 15 queues can be defined and configured using D365 Customer Service Pro. Queues are uncapped with Enterprise licences.
- Forms and Views – Professional licences only enable the customisation of up to 2 forms and views, which are unrestricted in D365 Enterprise.
- Business Processes – D365 Customer Service Pro allows you to customise up to 5 processes.
- Custom Reports, Charts and Dashboards – Pro users are also restricted to a maximum of 5 custom reports, charts, and dashboards.
- Customer Voice surveys – up to 2000 responses per tenant/month with Enterprise. Customer Service Pro doesn’t include this entitlement (capacity must be purchased separately).
- Record routing – with Enterprise, you can route up to 50 records per user/month. Professional doesn’t include this capability.
The two licences share other Customer Service functionality areas. These functionalities include managing service level agreements, accounts, contacts, leads, activities, and the Dynamics app for Outlook.
If your organisation doesn’t need advanced capabilities for complex workflows and support scenarios, the Professional license may suit you better than Enterprise.
How does Dataverse storage compare between D365 Customer Service Enterprise and Pro?
Enterprise and Professional licenses start with the same data storage for Dataverse Database, File and Log capacities.
However, each Enterprise user license accrues 250 MB of database capacity and 2 GB of file storage.
What Customer Service add-ins are available?
The following add-in modules are exclusively available for Enterprise customers:
Chat for Dynamics 365 Customer Service enables real-time live chat engagement between agents and customers.
Digital Messaging for omnichannel engagement across live chat and third-party SMS.
Voice channels bring first-party telephony for Customer Service. This includes Intelligent Voicebot and Call Intelligence capabilities.
An all-in-one digital messaging and voice add-in is also available.
Which Dynamics 365 Customer Service apps are used?
Customer Service Professional users manage cases and other service processes in the Customer Service Hub. Accessible on desktop and mobile devices, the Customer Service Hub is designed to help agents simplify case management.
Enterprise customers are recommended to use the Customer Service Workspace. This enables service reps to work across multiple sessions simultaneously within a single app. The Digital Messaging add-in enables engagement via live chat, voice, and SMS. The Workspace interface also includes scripts to guide customer interactions.
What Copilot features are available for Dynamics 365 Customer Service?
Copilot in D365 Customer Service is only available with the Enterprise licence. This includes Copilot’s capabilities to summarise cases, ask questions, and draft emails, as well as its analytics features.
Further Copilot features are available when Customer Service Enterprise add-ins are deployed. These include chat drafts and conversation summaries. You can also use a prebuilt Copilot Agent to automate the creation of knowledge articles.
How are users licenced for multiple Dynamics 365 apps?
Enterprise and Pro licences include full read permissions to all Dynamics 365 data. For people who need full access to two or more applications, Dynamics licensing allows administrators to set a base licence and attach additional role-based apps. This is a cost-effective solution where usage requirements go beyond a single app by attaching licences at a reduced price.
For example, Customer Service Enterprise could be a base licence, which may be attached to Sales Enterprise. A base Customer Service Pro licence cannot be attached to another licence, but a Sales Enterprise or Sales Pro base licence could be attached to Customer Service Pro.
Can Customer Service Enterprise and Professional licences be mixed?
Under Microsoft’s licensing terms, all users must be on the same Customer Service licence type. Each user can be assigned Enterprise or Professional in the same environment, but these can’t be used on a mix-and-match basis.
Can users upgrade from D365 Customer Service Professional to Enterprise?
Microsoft’s licensing terms require all users to be on the same licence type, so you can’t mix Enterprise and Professional within the same environment. However, user licences can be upgraded from Pro to Enterprise, enabling everyone to access the entire range of functionality.
What Customer Service functions can the Dynamics 365 Team Member licence access?
Team Member licences are designed for people who complete basic tasks in Dynamics but don’t need a full role-based licence.
The Team Member licence provides access to the Customer Service Team Member app. The Team Member app doesn’t include access to the Dynamics Customer Service Hub.
In the Team Member app, you can read any Dynamics data, subject to a maximum of 15 custom tables. Permissions to create, update and delete tables using the Team Member app include activities, contacts, personal views, notes and email templates. Other entitlements include the Dynamics app for Outlook, using dashboards, recording time and using queue items.
The Customer Service Team Member app can be deployed to provide employee self-service capabilities. Users can access knowledge resources and report issues to an internal support team by creating cases.
However, the Team Member licence or app doesn’t include capabilities to create and manage customer cases, author knowledge posts, manage SLAs or import data.
Maximise Your Dynamics Investment with Expert Licensing Guidance
Understanding the complexities of Dynamics 365 Customer Service licensing can be overwhelming. At ServerSys, our team of Dynamics experts is here to help you navigate these challenges and ensure your business can grow without overspending.
Whether you’re new to Dynamics or reassessing your current CRM licenses, we’ll collaborate closely with you to understand your unique business requirements. Our goal is to provide personalised recommendations that align with your needs.
Don’t leave your Dynamics 365 Customer Service licensing to chance. Contact us today for a consultation and take the first step towards maximising your ROI while minimising unnecessary costs.
Licensing guide
Download the Microsoft guide for detailed Dynamics 365 licensing information.
Updated: April 7th, 2025
