Microsoft Dynamics 365 for Customer Service User Manual
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The Microsoft Dynamics 365 Licensing Guide | July 2017
Microsoft Dynamics 365,
Enterprise edition
Licensing Guide
July 2017
The Microsoft Dynamics 365 Licensing Guide | July 2017
Contents
Introduction to Microsoft Dynamics 365 .................................................................................................................................... 2
Subscription Licensing Requirements .......................................................................................................................................... 2
Licensing Requirements for Internal Users....................................................................................................................................................... 3
Microsoft Dynamics 365 Subscription License Types ............................................................................................................ 7
Dynamics 365 for Team Members ....................................................................................................................................................................... 7
Dynamics 365 for Operations Activity ................................................................................................................................................................ 8
Dynamics 365 Enterprise Edition Applications ......................................................................................................................... 9
Microsoft PowerApps ................................................................................................................................................................................................ 9
Microsoft Dynamics 365 for Sales ........................................................................................................................................................................ 9
Microsoft Dynamics 365 for Customer Service .............................................................................................................................................. 9
Dynamics 365 for Finance and Operations ................................................................................................................................................... 11
Dynamics 365 for Retail ......................................................................................................................................................................................... 12
Dynamics 365 for Talent ....................................................................................................................................................................................... 12
Dynamics 365 Plans .......................................................................................................................................................................... 13
Enterprise Edition Customer Engagement Plan .......................................................................................................................................... 13
Enterprise Edition Unified Operations Plan ................................................................................................................................................... 13
Enterprise Edition Dynamics 365 Plan ............................................................................................................................................................. 15
Microsoft Relationship Sales ......................................................................................................................................................... 15
Custom Entities .................................................................................................................................................................................. 15
Device Subscription License .......................................................................................................................................................... 16
Additional Services and Software ............................................................................................................................................... 17
Default Subscription Capacities ................................................................................................................................................... 18
Microsoft Power BI in Microsoft Dynamics 365 .................................................................................................................... 22
Microsoft Dynamics 365 Add-ons .............................................................................................................................................. 22
Dynamics 365 Support Policies .................................................................................................................................................... 27
Premier Support Services ............................................................................................................................................................... 30
Licensing Programs .......................................................................................................................................................................... 30
International Availability ................................................................................................................................................................. 31
Microsoft Dynamics Lifecycle Services ...................................................................................................................................... 31
Free Trial ................................................................................................................................................................................................ 31
Links for Additional Information ................................................................................................................................................. 31
Appendix A: Key Team Members Features ............................................................................................................................. 33
Appendix B: Customer Engagement Plan Applications ..................................................................................................... 34
Appendix C: Dynamics 365 for Unified Operations Plan Security Roles by User SL Level ................................... 37
Appendix D: Operations Customization and Licensing Requirements ........................................................................ 45
Appendix E: Support Policies ........................................................................................................................................................ 47
Appendix F: Change Log ................................................................................................................................................................ 48
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 1
Using This Guide
Use this guide to improve your understanding of how to license Microsoft Dynamics 365. Microsoft
Dynamics 365 evolves Microsoft’s current CRM and ERP cloud solutions into one cloud service with new
purpose-built applications to help manage specific business functions. Dynamics 365 applications are
designed so they can be easily and independently deployed. A customer can start with what they need,
yet the applications work together so, as the business demands, the customer can adopt additional
capabilities with ease.
This document does not apply to Microsoft Dynamics 365 on-premises, Microsoft Dynamics 365 for
Operations on-premises, Enterprise edition, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft
Dynamics SL, Microsoft Dynamics AX 2012, or Microsoft Dynamics CRM 2016 or prior versions. This guide
also does not apply to the Microsoft Dynamic CRM Online or Microsoft Dynamics AX online services. This
guide is not intended to influence the choice of Microsoft Dynamics products and services. The examples
presented in this guide are illustrative. Microsoft reserves the right to review or update this document at
any time without notice.
Current online customers should refer to the applicable licensing guide for details on their entitlements
and use rights, including benefits derived from Dynamics 365 licenses.
• Microsoft Dynamics CRM Online Licensing Guide
• Microsoft Dynamics AX Licensing Guide
This document applies for users licensed with Dynamics 365 licenses.
For help determining the right technology solution for any given organization, including the license
requirements for a specific product or scenario, consult with your Microsoft account team or your
Microsoft Dynamics Certified Partner.
This guide does not supersede or replace any of the legal documentation covering use rights.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 2
Introduction to Microsoft Dynamics 365
Microsoft Dynamics 365 is the next generation of intelligent business applications in the cloud. Microsoft
Dynamics 365 unifies CRM and ERP capabilities by delivering new purpose-built applications to help
manage specific business functions, including Dynamics 365 for Sales, Dynamics 365 for Customer Service,
Dynamics 365 for Field Service, Dynamics 365 for Project Service Automation, Dynamics 365 for Finance
and Operations, Dynamics 365 for Retail and Dynamics 365 for Talent. Designed to be personalized,
enable greater productivity, deliver deeper insights and adapt to business needs, Microsoft Dynamics 365
applications help businesses accelerate digital transformation to meet the changing needs of customers
and capture the new business opportunities of tomorrow. Note that Dynamics 365 for Sales, Dynamics
365 for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service
Automation may also be referred to as Customer Engagement Plan Business Applications.
Microsoft Dynamics 365 has two editions, Enterprise and Business editions. The Enterprise edition is
optimized for complex organizations and those managing businesses at global scale. Microsoft Dynamics
365 Enterprise edition includes the capabilities of Dynamics CRM Online and Dynamics AX products that
existed in market pre Q4CY16. The Business edition is optimized for businesses outgrowing basic business
automation software. Microsoft Dynamics 365 Business edition includes Dynamics 365 for Finance and
Operations with future expected sales and marketing applications. This licensing guide will focus on the
Enterprise edition. Please see here for the Business edition licensing guide.
Subscription Licensing Requirements
Licensing Requirements for External Users
External users are end customers and third-party users of the organization or its affiliates and do not
require SLs to access Microsoft Dynamics 365. External user access is included with the organization’s
internal user SLs. Customer Engagement Applications graphical user interfaces may not be accessed by
external users.
In addition, external users include off-site vendors not on an employee-like relationship with the
organization or its affiliates (e.g. IT help desk support vendors serving multiple customer organizations).
However, external user access does not extend to the customer or the customer’s affiliate’s contractors,
vendors, or agents providing business processes on the customer’s behalf or using Microsoft Dynamics
365 to manage any portions of their business. In this sense, the customer may not use Microsoft
Dynamics 365 to provide business process outsourcing services to its clients.
Microsoft Social Engagement, a service included as part of select Microsoft Dynamics 365 licenses,
does not distinguish between internal and external users. You must license external users, as well as,
internal users who will access services with a Microsoft Dynamics 365 license.
Figure 1: Internal vs. external users
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 3
Licensing Requirements for Internal Users
Customers must purchase Subscription Licenses (SLs) for their organization or their affiliates’ employees
and on-site agents, vendors or contractors who directly or indirectly access the Microsoft Dynamics 365
services.
Microsoft Dynamics 365, Enterprise edition has two types of SLs:
• User SLs are assigned on a “named user” basis, meaning each user requires a separate User SL;
User SLs cannot be shared but an individual with a User SL may access the service through
multiple devices.
• Device SLs are assigned to license a device.
o With the Customer Engagement Plan Business Application Device SL any number of users
can use the licensed device with a shared login, such as ‘truck1@contoso.com’ without
the need for separate User SLs. Individual users cannot be tracked as they all share one
login. Customer Engagement Plan device licenses are full devices – they include the same
rights as the equivalent user license.
o With the Dynamics 365 Operations Device SL any number of users can access a licensed
device with individual logins without the need for separate User SLs. The Operations
device is a limited license with a subset of Unified Operations capabilities.
Since Microsoft Dynamics 365 may be licensed with User or Device SL, only the user or the device
requires a SL, but not both. If the user of a device is licensed with a User SL, then the device does not
need a Device SL. Likewise, if the device is licensed with a Device SL, then the user does not need a
User SL. Customers can mix both User and Device SLs.
The User and Device SL grants users non-perpetual rights (with no buy-out rights) to the use of the
Dynamics 365 service. As long as you are current on your subscription payments and adhere to the
Product Terms and the Online Service Terms, you will have access to the most up-to-date version of
Microsoft Dynamics 365.
Figure 2: Basic licensing requirements for Microsoft Dynamics 365
The subscription licenses include access rights to the default Microsoft Dynamics 365 instances
included in the subscription account, and every additional Microsoft Dynamics 365 instance
(production or non-production) associated with the same Azure AD tenant. For more information on
Azure AD tenants, please see here.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 4
Figure 3: Accessing multiple instances
Multiplexing
Multiplexing refers to the use of hardware or software that a customer uses to pool connections, reroute
information, or reduce the number of devices or users that directly access or use the Microsoft Dynamics
365 service. Multiplexing does NOT reduce the number of SLs of any type required to access the
Microsoft Dynamics 365 service. Any user or device that accesses the Microsoft Dynamics 365 service —
whether directly or indirectly—must be properly licensed.
Microsoft Dynamics 365 SLs are required for users or devices that directly input, query, or view data from
the Microsoft Dynamics 365 service. Similarity, Microsoft Dynamics 365 SLs are required for users or
devices that input data into, query, or view data from the Microsoft Dynamics 365 service through a
pooling device. Pooled connections use a non-interactive user account in Microsoft Dynamics 365 that
can access the system but only via the web service layer. Internal users and devices accessing Microsoft
Dynamics 365 data indirectly through a portal or via an API to a separate service such Microsoft Outlook
must also be properly licensed, regardless of if they are set up as a Microsoft Dynamics 365 user in the
service, for example:
• Internal users and devices access Microsoft Dynamics 365 data indirectly through a PowerApp
must still be properly licensed for Dynamics 365.
• Any user or device that accesses the service, files, data, or content provided by the service that is
made available through an automated process requires a Microsoft Dynamics 365 SL.
• The number of tiers of hardware or software between the Microsoft Dynamics 365 service and the
user or devices that ultimately use its data, services, or functionality does not affect the number of
SLs required.
For additional information about multiplexing refer to the Microsoft Volume Licensing Brief
Multiplexing—Client Access License (CAL) Requirements.
Note: Licensed users may manually rekey information (when coming from non-licensed users) into the Microsoft
Dynamics 365 service. This scenario is not considered multiplexing.
Figure 4: Multiplexing
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 5
Dual Use Rights
One of the advantages of Microsoft Dynamics 365 is dual use rights. This allows customers the option to
deploy the server software either in Microsoft’s cloud or in a private on-premises or partner-hosted cloud.
In some cases, customers may want to deploy both types of instances simultaneously. This might be done
to help with migrating a Microsoft Dynamics 365 on-premises deployment to Microsoft Dynamics 365,
running private Dev/Test deployments in Microsoft Azure. With Dual Use Rights, Microsoft Dynamics 365
users licensed with the required User SL do not need to acquire CALs to access Server instances.
Users or devices licensed with Microsoft Dynamics 365 SLs have use rights equivalent to a CAL for the
purpose of accessing equivalent on-premise workloads. With Microsoft Dynamics 365 the server license is
included with the SLs. For the Unified Operations Plan and applicable Unified Operations applications, this
is the Microsoft Dynamics 365 for Operations Server and for the Customer Engagement Plan Business
Applications this is the Microsoft Dynamics 365 On-premises Server. Customers may use downgrade
rights to deploy an earlier version of a server, however, for Microsoft Dynamics 365 for Operations Server,
downgrade rights are limited to Dynamics AX 2012 R3 Server. Licenses for all supporting servers (e.g.,
Windows Server and CAL(s)) must be obtained separately.
Users or devices licensed with the Microsoft Dynamics 365 Plan, Customer Engagement Plan, Sales,
Customer Service, or Team Member SLs may access the on-premises Microsoft Dynamics 365 Server
software provided via dual use rights.
Users or devices licensed with the Microsoft Dynamics 365 Plan, Unified Operations Plan, Retail,
Operations Device, or Team Member SLs may access the on-premises Microsoft Dynamics 365 for
Operations Server software provided via dual use rights. Access to the Microsoft Dynamics 365 for
Operations Server software provided via dual use rights is exclusive to those users assigned a qualifying
Microsoft Dynamics 365 SL and External Users and not provided for users licenses with on-premises CALs.
Figure 5: Dual Use Rights
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 6
Figure 6: Dual Use Rights Mapping
+Field Service (on-premises) is available for Dynamics 365 Customer Engagement Plan and Field Service
customers through dual use rights
Dual Use Rights included with Microsoft Dynamics 365 SLs are non-perpetual and will expire when the cloud
subscription expires.
Microsoft Dynamics CALs have no reciprocal rights to access functionality provided exclusively to
Microsoft Dynamics 365 User SLs, nor do Dual Use Rights imply equivalent capabilities between Microsoft
Dynamics CALs and Microsoft Dynamics 365 SLs.
Customers who have purchased Microsoft Dynamics 365 and are entitled to On-Premises software can
obtain their software as follows. Volume Licensing: Volume Licensing Service Center (VLSC), Cloud
Solution Provider Program: PartnerSource, Microsoft Online Subscription Program: CustomerSource.
Registration may be required.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 7
Microsoft Dynamics 365 Subscription License Types
Microsoft Dynamics 365 simplifies licensing of business applications. The primary licensing is by named
user subscription. The Microsoft Dynamics 365 user subscriptions classify users into two types, “full
users” and “other users”.
Figure 7: User Types
Full users are the users whose work requires use of the feature rich business applications functionality.
Examples of full users are sales people, customer service representatives, finance employees,
controllers and supply chain managers. These users have also been referred to in the past as Pro users
or Power Users. These full users are licensed with a Dynamics 365 Plan, or Dynamics 365 application
subscription (not including Dynamics 365 for Talent).
Other users often represent a large percentage of users in an organization and may consume data or
reports from line of business systems, complete light tasks like time or expense entry and HR record
updates or be heavier users of the system, but not require full user capabilities. These other users are
licensed with Dynamics 365 for Team Members, Dynamics 365 for Operations Activity or Dynamics 365
for Talent subscriptions.
There is also device licensing available for the Enterprise edition for shared device scenarios. See the
Device Subscription License section for more information.
Dynamics 365 for Team Members
The Microsoft Dynamics 365 for Team Members subscription is a named user subscription designed for
users who are not tied to a particular function, but who require basic Dynamics 365 functionality. This
license includes read access as well as some write access for select light tasks across all Dynamics 365
applications for a given tenant. As a result, as more Dynamics 365 applications are adopted across an
organization, any user previously licensed with Team Members subscription would be licensed already
to access those additional applications.
The Team Members SL user may access Dynamics 365 data from Dynamics 365 for Unified Operations
Plan and Dynamics 365 Customer Engagement Plan Applications. Note, at least one Full user must be
assigned to the tenant to administer and configure the service. A Plan subscription is the most cost-
effective option to provide ultimate flexibility for a user to administer and configure more than one
Dynamics 365 application.
The Team Members SL grants a user full read access across all the Dynamics 365 Enterprise edition
applications for a given tenant. In addition, the Team Members SL includes some limited use write access
across Unified Operations Plan and Customer Engagement Plan Business Applications as defined below.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 8
Dynamics 365 for Team Members, Enterprise edition also includes the “PowerApps for Dynamics 365
Applications” license. Team Members users can use PowerApps to access Dynamics 365 within the bounds
of their Team Members license.
Team Member use rights for Dynamics 365 for Unified Operations Plan Applications
The Team Members SL grants a user the following Dynamics 365 for Finance and Operations, Dynamics
365 for Retail and Dynamics 365 for Talent rights for their own use and not for, or on behalf of, other
individuals:
(i) To record any type of time
(ii) To record any type of expenses
(iii) Manage personal information
(iv) Manage direct employee activities in Human Resources
(v) Create requisitions
(vi) Create or edit the items related to the following capabilities: quality control, service orders
and departmental budgets
(vii) Approval of time, expense, invoices
Team Member use rights for Dynamics 365 Customer Engagement Plan Applications
The Team Members SL grants a user the following Dynamics 365 for Sales, Dynamics 365 for Customer
Service, Dynamics 365 for Field Service, or Dynamics 365 for Project Service Automation rights for their
own use and not for, or on behalf of, other individuals:
(i) Write access to Accounts, Contacts, Activities, Tasks and notes
(ii) Record time and expense for Dynamics 365 for Project Service Automation, and apply for
projects
(iii) Set up and manage the knowledgebase and Interactive Service Hub
(iv) Update personal information
(v) User Reporting and dashboards
(vi) Edit Custom Entities*
(vii) Participate as an end-consumer of Dynamics 365 services such as responding to surveys, or
applying for projects
4Customizations can only be performed against entities included in the Team Member use rights. Custom Entities may be either based on
entities included in Dynamics 365 or created by a customer or partner. Access to Custom Entities based on entities not part of Team Members
rights require a higher USL, depending on the required access.
Please review Appendix A for a more detailed list of the Team Members use rights.
Dynamics 365 for Operations Activity
The Dynamics 365 for Operations Activity subscription is a named user subscription intended for users
who may be heavy users of the application, but do not require the use rights of a full user. Dynamics
365 for Operations Activity use rights include all Team Member user rights as well as the right to:
(i) Approve all Activity related transactions
(ii) Create or edit the items related to warehousing, receiving, shipping, orders, vendor
maintenance, and all budgets
(iii) Operate a Point-of-Sale (POS) device, store manager device, shop floor device, or warehouse
device.
Please review Appendix C for a list of the out of the box Dynamics 365 for Unified Operations Plan roles
and associated user types.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 9
Dynamics 365 Enterprise Edition Applications
Application subscriptions are named user subscriptions where a user is licensed only for one individual
application. This is largely how business applications have traditionally been licensed. Application
subscriptions also include use rights to PowerApps for mobile app creation and use against Dynamics 365
data. Dynamics 365 will have the following Applications as part of the Enterprise edition: PowerApps,
Dynamics 365 for Sales, Dynamics 365 for Field Service, Dynamics 365 for Customer Service, Dynamics 365
for Project Service Automation, Dynamics 365 for Finance and Operations, Dynamics 365 for Retail and
Dynamics 365 for Talent.
Microsoft PowerApps
PowerApps and Microsoft Flow capabilities are included in all the Dynamics 365 applications and
Dynamics 365 for Team Members subscriptions so that users can create, modify and use mobile apps
based on Dynamics 365 data. Dynamics 365 Business and Enterprise edition Plans include PowerApps P2,
which provides users full create and run capabilities across data sources including the ability to model
business data in the Common Data Model (CDM).
Microsoft Dynamics 365 for Sales
For your sales team, Microsoft Dynamics 365 for Sales provides licensed users with access to core sales
capabilities for a significantly lower price than comparable offerings from other vendors, including lead
and opportunity management, product, price list, and order management, as well as sales group
management functionality. Each Dynamics 365 for Sales User SL also includes rights to Unified Service
Desk for Microsoft Dynamics 365, Microsoft Social Engagement, Voice of the Customer for Microsoft
Dynamics 365, Dynamics 365 Mobile Offline, Dynamics 365 - Gamification, and Microsoft PowerApps
capabilities. Additionally, this license includes rights to configure and administer the Dynamics 365 for
Sales application.
For a detailed view of the use rights associated with Dynamics 365 for Sales please refer to Appendix B.
Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 for Customer Service is the recommended choice for your customer support
teams. It provides licensed users with access to core customer service capabilities for a significantly lower
price than comparable offerings from other vendors, including Enterprise case management, Interactive
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 10
Service Hub, Unified Service Desk for Microsoft Dynamics 365, SLAs and Entitlements, and other Service
group management functionality. Each Dynamics 365 for Customer Service User SL also includes rights to
Microsoft Social Engagement, Voice of the Customer for Microsoft Dynamics 365, Dynamics 365 Mobile
Offline, Microsoft Dynamics 365 - Dynamics 365 - Gamification, and Microsoft PowerApps capabilities.
Additionally, this license includes rights to configure and administer the Dynamics 365 for Customer
Service application.
For a detailed view of the use rights associated with Dynamics 365 for Customer Service please refer to
Appendix B.
Microsoft Dynamics 365 for Field Service
Microsoft Dynamics 365 for Field Service is the recommended choice for your field-based service
teams, leveraging tight integration between Dynamics 365 for Customer Service case management
capabilities and field service work orders to deliver business process driven, best in class field service
management. It provides licensed users with access to field service capabilities including work order
management, schedule, dispatch, and routing capabilities, repairs and returns management, and
inventory management. Each Dynamics 365 for Field Service User SL also includes rights to Microsoft
Social Engagement, Voice of the Customer for Microsoft Dynamics 365, Dynamics 365 Mobile Offline,
Dynamics 365 - Gamification, and Microsoft PowerApps capabilities. Additionally, this license includes
rights to configure and administer the Dynamics 365 for Field Service application.
This User SL also includes the Field Service Mobile Application, a Microsoft application that is specifically
designed for Dynamics 365 for Field Service, distinct from the Dynamics CRM Mobile Client Application.
This application is technically limited to only Field Service entities and a maximum of 10 custom entities.
For a detailed view of the use rights associated with Dynamics 365 for Field Service please refer to
Appendix B.
Microsoft Dynamics 365 for Project Service Automation
Microsoft Dynamics 365 for Project Service Automation is designed for professionals who manage
projects and the associated customer engagement process end-to-end. This provides licensed users
with capabilities required for setting up a project organization, engaging with customers, project
scheduling and costing, managing and approving time and expense, and closing projects. Each
Dynamics 365 for Project Service Automation Service User SL also includes rights to Microsoft Social
Engagement, Voice of the Customer, Dynamics 365 Mobile Offline, Dynamics 365 - Gamification, and
Microsoft PowerApps capabilities. Additionally, this license includes rights to configure and administer
the Dynamics 365 for Project Service Automation application.
This User SL also includes the Microsoft Project Online Premium license. The details for this license can
be found on the Microsoft Project Online website.
For a detailed view of the use rights associated with Dynamics 365 for Project Service Automation please
refer to Appendix B.
Note: The SharePoint that comes with Project Online plans is a use rights restricted version that only
allows SharePoint usage within the scope of Project Online. Please see the Service Description for
additional details.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 11
User SL Comparison Dynamics 365 for Sales, Customer Service, Field
Service, and Project Service Automation
The following provides a high-level summary of the use rights associated with each of the five User SL
levels. For a detailed comparison, refer to Appendix B.
1Custom entities (either based on entities included in CRM or created by a customer or partner) may require a higher CAL or USL, depending on the
required access. Customizations can only be performed against entities included in the use rights.
2Creating, updating and deleting via workflows can only be performed against entities included in the use rights (i.e. update an opportunity requires
Sales or Customer Engagement Plan).
3No Access to Dynamics 365 User Interface. Case Management and Chat can only be submitted on users’ own behalf, as a supportee, not on behalf of a
customer or other individual.
4Creation of PowerApps can only leverage data included within the individual application.
Dynamics 365 for Finance and Operations
The Microsoft Dynamics 365 for Finance and Operations includes full read, edit and approval access
across the Finance and Operations application plus Microsoft PowerApps capabilities. Finance and
Operations provides the operations features and capabilities including but not limited to financial,
manufacturing and supply chain capabilities that are not included in other standalone Unified Operations
Plan applications.
The Dynamics 365 for Finance and Operations application cannot be licensed as a standalone application
and is licensed exclusively with the Dynamics 365 Unified Operation Plan or Dynamics 365 Plan SLs. For
Plan SLs purchase requirements, refer to Dynamics 365 Plans section in this licensing guide document.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 12
Please review Appendix C for a list of the out of the box Dynamics 365 for Unified Operations Plan roles
and associated user types. For a description of how to create custom roles for Dynamics 365 for Unified
Operations Plan and how to license them please refer to Appendix D.
Dynamics 365 for Retail
The Dynamics 365 for Retail application is designed to help retailers manage their operations, deliver a
connected employee experience, and offer exceptional shopping experiences. By leveraging intelligent
forecasting and product recommendations, retailers may: (i) improve in-store and e-commerce
profitability, (ii) drive intelligent business insights to optimize strategy and cost, and (iii) accelerate buying
behavior through ubiquitous customer experiences.
The Retail application is optimized for full users, including headquarter and central operation employees
of retail organizations. Depending on the scenario, employees in retail stores will generally be licensed
with either the Operations Device SL or Operations Activity SL. Examples of these scenarios may include
store employees, store managers and point of sale devices. For Operations Device and Operations Activity
use rights, refer to those licenses descriptions in this licensing guide document.
There is a 20-seat minimum of Dynamics 365 for Retail (or Dynamics 365 Plan or Unified Operations Plan)
SLs required to license the application.
Retail deployments may also utilize the Retail Store Scale Unit, which is a retail server, cloud POS website
and channel database deployed locally in a store. It maintains connectivity with and extends a Dynamics
365 for Retail deployment, providing improved performance, business continuity and hybrid capabilities in
store.
The Retail Store Scale Unit installation and use rights are included with a qualifying minimum purchase of
Dynamics 365 for Operations Plan, Unified Operations Plan and Retail Application SLs and may be
downloaded and installed at no additional cost. All servers, users and devices accessing the Retail Store
Scale Unit must be appropriately licensed. The Retail Store Scale Unit is not available as a standalone
license. Required hardware, Windows Client or Windows Server and SQL licenses must be acquired and
licensed separately.
If dual use rights are being exercised and downgrade rights are utilized to downgrade to AX 2012, the
Retail Store Server is not an included use right and appropriate licensing must be obtained. Please see AX
2012 Retail Licensing Guide and refer to the AX downgrade mappings table in the Dynamics 365 for
Operations on-premises licensing guide to determine appropriate licensing.
Please review the retail section of Appendix C for a list of the out of the box retail roles and associated
user types. For a description of how to create custom roles for Dynamics 365 for Retail and how to license
them please refer to Appendix D.
Dynamics 365 for Talent
The Microsoft Dynamics 365 for Talent application helps organizations strategically attain, empower and
optimize human resources to achieve high-impact, sustainable results for the organization. There are two
sets talent experiences:
1) HR Experience: strategic HR experience to drive operational excellence through intuitive
experiences, visibility and collaboration and impactful programs.
2) Talent Experiences: hire the best talent faster, build high performing agile teams and maximize
the potential of your team.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 13
Both of these experiences are licensed together in the Dynamics 365 for Talent application. Examples of
full users who would be licensed with Talent application SLs would include human resource professionals
and recruiters.
Other users who sit outside of HR and recruiting, such as employees who need self-serve HR access and
hiring managers who will be hiring for their own teams would be licensed through the Team Members SL.
There is a 5 seat minimum of full Dynamics 365 for Talent (or Dynamics 365 Plan or Unified Operations
Plan) SLs required to license the Talent application.
Please review the Talent section in Appendix C for a list of the out of the box Dynamics 365 for Talent
roles and associated user types. For a description of how to create custom roles for Dynamics 365 for
Talent and how to license them please refer to Appendix D.
Dynamics 365 Plans
Plan subscriptions are new with Dynamics 365. With one single user subscription, a Plan subscription is
the most cost-effective option to provide ultimate flexibility for a user to have access to any Dynamics 365
functionality to get their job done. Plan subscriptions provide users rights to use functionality across any
of the respective Plan applications as well as use of Microsoft PowerApps, the mobile application platform
service.
Enterprise Edition Customer Engagement Plan
Customer Engagement Plan gives you the flexibility to work with any application functionality. Customer
Engagement Plan includes flexibility to use Dynamics 365 for Sales, Dynamics 365 for Field Service,
Dynamics 365 for Customer Service, Dynamics 365 for Project Service Automation, and full PowerApps P2.
Licensing becomes simpler because all Customer Engagement Plan business application rights are
included.
Enterprise Edition Unified Operations Plan
Unified Operations Plan includes full read, edit and approval access across the entire ERP solution
(formerly known as Microsoft Dynamics AX) plus Microsoft PowerApps capabilities. Unified Operations
Plan includes flexibility to use Dynamics 365 for Finance and Operations, Dynamics 365 for Retail and
Dynamics 365 for Talent.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 14
Please note there is a minimum quantity of SLs required:
• 20 Microsoft Dynamics 365 for Unified Operations Plan or Dynamics 365 Plan User SLs, 20
Dynamics 365 for Retail SLs and 5 Dynamics 365 for Talent SLs
• Customers may also license equivalent Microsoft Dynamics 365 for Operations Device SLs per
tenant
o Dynamics 365 Plan, Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail
application SLs may be combined to satisfy the 20-user minimum for a Finance and
Operations and/or Retail deployment.
o Dynamics 365 for Operations Device SLs may also be applied toward satisfying the 20-
user minimum with 2.5 Device SLs to equal 1 Dynamics 365 for Unified Operations Plan
User SL.
o Dynamics 365 Plan, Dynamics 365 Unified Operations Plan and Dynamics 365 for Talent
application SLs may be combined to satisfy the 5-user minimum for a Talent deployment.
o For example, a customer could meet the minimum requirement with 10 Dynamics 365 for
Unified Operations Plan User SLs and 25 Dynamics 365 for Operations Device SLs
o The Microsoft Cloud Solution Provider (CSP) program does not allow for mixing of SKU
types to satisfy the minimum requirement. The CSP minimum is 20 Dynamics 365 Plan
SLs, 20 Dynamics 365 for Unified Operations Plan User SLs, 20 Dynamics 365 for Retail
SLs or 5 Dynamics 365 for Talent SLs.
Please review Appendix C for a list of the out of the box Dynamics 365 for Unified Operations Plan roles
and associated user types. For a description of how to create custom roles for Dynamics 365 for Unified
Operations Plan and how to license them please refer to Appendix D.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 15
Enterprise Edition Dynamics 365 Plan
Dynamics 365 Plan includes access to Customer Engagement Plan functionality plus Dynamics 365 for
Unified Operations Plan.
Microsoft Relationship Sales
Microsoft Relationship Sales solution helps sales professionals build the relationships they need to win,
from a single, trusted vendor. This solution will help connect more businesses with the power of
relationship selling.
Microsoft Relationships Sales solution includes Dynamics 365 for Sales and LinkedIn Sales Navigator,
Enterprise edition. Microsoft Relationship Sales solution seats will contribute towards the Customer
Engagement Plan tiers. See Tiered Pricing section in this licensing guide document to learn more.
For more information and list of features included with LinkedIn Sales Navigator see
https://business.linkedin.com/sales-solutions/sales-navigator . For a detailed view of the use rights
associated with Dynamics 365 for Sales please refer to Appendix B.
Custom Entities
Microsoft Dynamics 365 for Team Members and higher provide the right to use custom entities.
Custom entities may only be created or replicated by a partner or user licensed for full Application or
Enterprise Plan use. Rights to create or replicate new custom entities are not included with Team
Members and Operations Activity licenses. Custom entities may be based on entities included in
Dynamics 365, or created by a customer or partner. If the custom entity is based on or replicates the
functionality of entities included in Microsoft Dynamics 365, or if the entity links to entities included in
Microsoft Dynamics 365, then users accessing the custom entity must also be licensed to access the
included or replicated entity. For example, users creating an entity that replicates the cases entity for a
ticketing system would still require the user to be licensed for cases. In other words, customizations
may only be performed against entities users are licensed to access.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 16
Device Subscription License
Microsoft Dynamics 365 for Sales Device SL
With the Dynamics 365 for Sales device license, multiple users can access the Dynamics 365 for Sales
application through a shared device login. The use rights are equal to the that of the Dynamics 365 for
Sales User SL, except that access is limited to only the licensed device. Please note there is no Dynamics
365 Enterprise Customer Engagement Plan device license. For a detailed view of the use rights associated
with Dynamics 365 for Sales device please refer to Appendix B.
Microsoft Dynamics 365 for Customer Service Device SL
With the Dynamics 365 for Customer Service device license, multiple users can access the Dynamics 365
for Customer Service application through a shared device login. The use rights are equal to the that of the
Dynamics 365 for Customer Service User SL, except that access is limited to only the licensed device.
Please note there is no Dynamics 365 Enterprise Customer Engagement Plan device license. For a
detailed view of the use rights associated with Dynamics 365 for Customer Service device please refer to
Appendix B.
Microsoft Dynamics 365 for Field Service Device SL
With the Dynamics 365 for Field Service device license, multiple users can access the Dynamics 365 for
Field Service application through a shared device login. The use rights are equal to the that of the
Dynamics 365 for Field Service User SL, except that access is limited to only the licensed device. Please
note there is no Dynamics 365 Enterprise Customer Engagement Plan device license. For a detailed view
of the use rights associated with Dynamics 365 for Field Service device please refer to Appendix B.
Microsoft Dynamics 365 for Operations Device SL
With the Dynamics 365 for Operations Device license, multiple users can access through a device to
operate a point of sale device, shop floor device, warehouse device or store manager device.
• “Point of Sale Device” means one device located in the Commerce location, used by any
individual, for completing customer facing sales of goods or services transactions.
• “Store Manager Device” means one device located in the Commerce Location, used by any
individual, dedicated to performing the following tasks solely for that Commerce Location (i)
managing and replenishing inventory, (ii) balancing cash registers and processing daily receipts,
(iii) configuring and maintaining menu options displayed by the ISV Devices, (iv) purchasing
supplies and services required to run the Commerce Location operations, (v) managing
Commerce Location staff, (vi) processing reports required to analyze and manage Commerce
Location results, and (vii) managing master data related to Commerce Location operations.
• “Commerce Location” or “Store” means a physical location (static or itinerant) operated by you
when closing goods or services transactions with customers.
• “Shop Floor Device” means one device dedicated to performing manufacturing shop-floor
functions and that device may not be used for other purposes.
• “Shop Floor Functions” means clock-in and clock-out, starting and finishing production jobs
(including project activities carried out on the shop floor), reporting progress, materials
consumption and completion, viewing documents and instructions related to production jobs,
and viewing worker holiday balances.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 17
• “Warehouse Device” means one device dedicated to Performing Warehousing Functions, and that
may not be used for any other purposes.
• “Performing Warehousing Functions” means receiving, putting-away, doing internal stock
transfers, picking, packing, capturing product attributes, and shipping goods plus performing
inventory count checks in the context of a warehouse management system and posting output
and materials consumption against production orders when captured as transfers of raw materials
and finished goods between a warehouse and a production line (all other types of transactions
are excluded).
Note: Dynamics 365 for Operations Device SL use rights are also available to Dynamics 365 for
Operations Activity users. When multiple users who only require these use rights work exclusively on
shared devices, it will generally be more cost effective to license those devices with the device SL. When a
single user utilizes one or more dedicated personal devices, it will be more cost effective to license that
user with an Activity USL.
Additional Services and Software
Microsoft offers additional services and software that work in tandem with Microsoft Dynamics 365,
including Microsoft Social Engagement, Voice of the Customer for Microsoft Dynamics 365, Microsoft
Dynamics 365 - Gamification, Interactive Service Hub, Dynamics 365 Mobile Offline, and Unified Service
Desk for Microsoft Dynamics 365.
Microsoft Social Engagement
Microsoft Social Engagement provides volume and sentiment analysis of social networking data and is
recommended for sales, marketing and customer service workers interested in social media discussion
of their products, competitors and industry.
All Microsoft Social Engagement functionality is included with Dynamics 365 for Sales, Dynamics 365
for Customer Service, Dynamics 365 for Field Service, and Dynamics 365 for Project Service Automation
applications.
Functionality Included with Select Dynamics 365 Applications
Social listening
Social insights
Social analytics
Social Center: unlimited streams
Activity map
Social Center: sharing streams
Trends & posts alerts
Social Center: assign posts to users
Private messages
Link2CRM
Export widgets to Excel
Automation rules
Azure Event Hub integration*
Intention analysis
*Note: Azure Event Hub functionality requires Azure subscription
Unified Service Desk for Microsoft Dynamics 365
Unified Service Desk for Microsoft Dynamics 365 (USD) consolidates numerous communication
channels (such as phone, chat, email, and social media) and relevant services into a single interface to
enable greater efficiency and productivity.
USD installation rights are included with Dynamics 365 for Sales and Dynamics 365 for Customer
Service SLs. USD is not available as a standalone license.
USD software is installed and run locally on the user’s device. The use rights expire upon expiration of
the qualifying User SL subscription term or Software Assurance subscription. Only licensed users may
use the software.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 18
Interactive Service Hub
Interactive Service Hub provides a modern and intuitive end user experience for Customer Service and
knowledge management roles through an online user experience (UX) design. It unifies customer
interactions and pulls together all related information, enabling customers to be productive and view
what’s most relevant at all times. The interactive service hub includes a multi-stream dashboard where
users can view and act on their workload across multiple data streams as well as a single-stream
dashboard where users are provided an aggregate view of the workloads.
Interactive Service Hub is licensed with Microsoft Dynamics 365 for Team Members and higher User
SLs and Microsoft Dynamics CRM Server 2016 or later for Team Members CALs.
Voice of the Customer for Microsoft Dynamics 365
Voice of the Customer for Microsoft Dynamics 365 provides general sentiment, contextual feedback,
and transactional understanding based on insight captured through feedback and surveys. Customer
feedback is captured and leveraged to shape engagements with easy to use, mobile and touch-
enabled tools. Feedback is analyzed as part of a single customer record, enabling a direct response to
a specific customer concern, or as a whole, so that organizations can better understand their market
and programmatically respond to customer needs.
Full Voice of the Customer capabilities are licensed with Dynamics 365 for Sales, Dynamics 365 for
Customer Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or
Enterprise Plan license.
Voice of Customer capabilities are limited to a maximum of 200 concurrent surveys. Additional
limitations can be found here.
Dynamics 365 Mobile Offline
Dynamics 365 Mobile Offline capabilities enable offline entities, provides auto-reply for offline actions, a
strong security model and offline views and offline search.
Dynamics 365 Mobile offline sync is licensed with Dynamics 365 for Sales, Dynamics 365 for Customer
Service, Dynamics 365 for Field Service and Dynamics 365 for Project Service Automation, or Enterprise
Plan license.
Dynamics 365 - Gamification
The Dynamics 365 - Gamification service allows customers to incent their workers by turning work into
play via individual and team contests, as well as engaging the broader organization by enabling them to
build fantasy team competitions.
Microsoft Dynamics 365 - Gamification Commissioner, Game Manager and Player rights are licensed with
Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service and Dynamics
365 for Project Service Automation, or Enterprise Plan license. Fan and Spectator rights are licensed with
Dynamics 365 for Team Members.
Default Subscription Capacities
Dynamics 365 will come with many great default features. We want to start by giving you a run through of
what will come standard when you start a subscription for either the Customer Engagement Plan Business
Applications, or the Unified Operations Plan Applications. We have broken this default section down into
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 19
all Customer Engagement Plan Business Applications, Dynamics 365 for Sales, Dynamics 365 for Field
Service, Dynamics 365 for Customer Service, and Dynamics 365 for Project Service Automation, which will
leverage the same tenant and infrastructure will accrue across this one tenant. Unified Operations Plan
Applications leverages an entirely different tenant and will have its own set of default capabilities.
Customer Engagement Plan Business Applications
The following Customer Engagement Plan Business application subscriptions share the same tenant and
share infrastructure capacity: Dynamics 365 for Sales, Dynamics 365 for Field Service, Dynamics 365 for
Customer Service, and Dynamics 365 for Project Service Automation. They will have access to the
following shared Customer Engagement Plan Business Application default subscription capacities. If a
customer purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement
Plan Business Applications and the Dynamics 365 for Unified Operations Plan Application.
Default Production Instance
The Customer Engagement Plan Business Application subscriptions offer one production instance
per tenant, shared across all Customer Engagement Plan Business Applications.
Default Non-Production Instance Capacity
The Customer Engagement Plan Business Application subscriptions offer one non-production
instance per tenant, shared across all Customer Engagement Plan Business Applications.
Default Microsoft Dynamics 365 Portal
The Dynamics 365 Portal provides you the capability to extend your Dynamics 365 for Sales,
Dynamics 365 for Customer Service, Dynamics 365 for Field Service, or Dynamics 365 for Project
Service Automation scenarios into cloud hosted web portals, each of which is easily configurable
for your employees, partners and customers.
One portal is included with any Dynamics 365 Customer Engagement Plan Business Application
subscription, per tenant, shared across all Customer Engagement Plan Business Applications. A
Customer Engagement Plan Business Application subscription is required to administer and
configure the portal. Each portal may only be associated with one instance.
Starting August 1st 2017, access to the first included portal for the tenant, customers will be
required to purchase a minimum of 5 Full User licenses of Dynamics 365 Customer Engagement
Plan, stand-alone Dynamics 365 Applications (Sales, Customer Service, Field Service or Project
Service Automation) or a combination. Existing customers will not be impacted with this change
until renewal. New customers who need to purchase less than 5 users, may purchase the Portal
Role
Use Rights
Included in Team
Members
Included in Select
Applications
Spectator
View Results on Leaderboards (web, mobile, and
TV screens) & chat with participants
Fan
Draft personal Fantasy Teams & Earn points,
badges & trophies on team results
Player
Play/Compete in Game (earn points, badges, and
trophies) & participate in Chat
Game
Manager
Setup Games: Define game model, metrics,
positions, & prizes
Commissioner
Oversee Games: Admin, role management
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 20
“Add-on” (see “Microsoft Dynamics 365 Add-ons section” below). Please note: Team Member
Licenses will not contribute to the minimum user requirement.
Internal users indirectly accessing Microsoft Dynamics 365 application data via a portal are required
to have the appropriate Microsoft Dynamics 365 license.
The Microsoft Dynamics 365 Portal includes the following capacity for each portal, with
additional capacity available for purchase as a subscription add-on to Microsoft Dynamics 365
Customer Engagement Plan Business Application subscriptions. Unused capacity expires at the
end of the month and does not roll over to the next month.
Subscription Capacity – Per Portal
Included Capacity
Additional Increment
Page views:
Access/utilization of the Dynamics 365 Portal
1 million/month
500,000/month
Default Database Storage
The tenant for Customer Engagement Plan Business Application subscriptions includes by
default 10 GB database storage as long at least one instance of the tenant is on v8.2. Additional
storage capacity is granted at no charge as an organization increases the number of full users
and is accrued at the rate of 5GB for every 20 full users. Full users have a Dynamics 365 for Sales,
Dynamics 365 for Customer Service, Dynamics 365 for Field Service, Dynamics 365 for Project
Service Automation, or Enterprise Plan license. For example, for every increment of 20 Dynamics
365 for Sales SLs, the included storage capacity increases by 5 GB. So, a customer with 20
Dynamics 365 for Sales SLs receives a default storage of 15 GB. The cap on the amount of free
storage that may be earned is subject to the technical limit of 30 TB.
The Customer Engagement Plan applications storage and the Dynamics 365 for Unified
Operations Plan storage are not shared.
Figure 8: Database Storage Capacity
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 21
Microsoft Social Engagement Capacity in Dynamics 365 Enterprise
Customer Engagement Plan
The Microsoft Social Engagement service included with Customer Engagement Plan Business
Application subscriptions includes 10,000 social posts per month, per tenant. Unused posts expire at
the end of the month and do not roll over to the next month. Additional capacity is available for
purchase as a subscription add-on to the Microsoft Customer Engagement Plan Business Application
subscriptions in increments of 10,000, 100,000 and 1 million additional posts per month.
Dynamics 365 for Unified Operations Plan Applications
The following Unified Operations Plan Applications share the same tenant and share infrastructure
capacity: Dynamics 365 for Finance and Operations and Dynamics 365 for Retail. They will have
access to the following shared Unified Operations Plan Application default subscription capacities.
If a customer purchases Dynamics 365 Plan they will obtain default access to both the Customer
Engagement Plan Business Applications and the Unified Operations Plan Applications.
Default Production Instance
Each Dynamics 365 for Unified Operations Plan subscription offers one production instance per
tenant. The production instance comes with disaster recovery and high availability. As a reminder,
there is a minimum of 20 Dynamics 365 for Unified Operations Plan User SLs and/or equivalent
Device SL per tenant. It takes 2.5 Device SLs to equal 1 Dynamics 365 for Unified Operations Plan
User SL. Also, the production instance is monitored 24 X 7 for service health. To ensure the
environment is used for live operations, we will provision the production instance only after the
implementation nears the ‘operate’ phase after completion of the required activities in the
Microsoft Dynamics Lifecycle Services (LCS) methodology.
Default Non-Production Instance Capacity
The Dynamics 365 for Unified Operations Plan and Dynamics 365 for Retail Application will come
with one Sandbox Tier 1 and one Sandbox Tier 2 environment per customer. Additional non-
production instances can be purchased. See
• Sandbox Tier 1: Developer Instance is provided for the life of the tenant. Additional Developer
Instances can be purchased separately as an optional add-on. This is a non-production single
box instance that customers can use to customize Dynamics 365 for Unified Operations Plan
and unit test their changes. The Non-Production Developer Instance add-on license does not
include any incremental default storage capacity.
• Sandbox Tier 2: Standard Acceptance Testing Instance is provided for the life of the tenant.
Additional Standard Acceptance Testing Instances can be purchased separately as an optional
add-on. This is a non-production multi-box instance that customers can use for User
Acceptance Testing, integration testing, and training. The Non-Production Standard
Acceptance Testing Instance includes 10 GB of default storage at no additional charge.
Default Database Storage
The tenant for the Dynamics 365 for Unified Operations Plan and Dynamics 365 for Retail
Application subscriptions includes by default 10 GB database storage. Additional storage
capacity is granted at no charge as an organization increases the number of full users and is
accrued at the rate of 5GB for every 20 Dynamics 365 for Unified Operations Plan, Dynamics 365
Plan or Dynamics 365 for Retail users. The Customer Engagement Plan application storage and
the Dynamics 365 for Unified Operations Plan storage are not shared between them.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 22
Figure 9: Database Storage Capacity
Default File Storage Capacity
Each Dynamics 365 for Unified Operations Plan or Dynamics 365 for Retail application customer will
receive 100 GB of file/Azure Binary Large Objects (BLOBs) cloud storage for files and binary data.
Additional file storage if required can be purchased separately.
Microsoft Power BI in Microsoft Dynamics 365
Dynamics 365 for Unified Operations Plan and Dynamics 365 Plan users are not provided with any
standalone or general-purpose Power BI license or use rights. Customers who require Power BI Pro will
need to license and pay for it separately.
Dynamics 365 for Unified Operations Plan and applications may embed Power BI content within the
service User Interfaces. This is simply a product feature, and no Power BI licensing is required to access
this content. Please consult the Dynamics 365 roadmap for more information on this feature.
Dynamics 365 Enterprise Customer Engagement Plan and Customer Engagement Plan Business
Application subscriptions include an option to embed Power BI content as a product feature, but require
users to subscribe to Power BI (free user or Power BI Pro depending on content) separately to configure
access to this content. More details are available in this article.
Microsoft Dynamics 365 Add-ons
If you require additional subscription capacity (such as additional instances or storage), you can include
these optional add-on licenses with your subscription. Subscription add-ons apply across tenant; they are
not tied to a specific user. Subscription add-ons can be purchased at any time and remain a part of the
subscription for the remainder of the subscription term. We have broken this add-on section down into
all Customer Engagement Plan Business Applications, Dynamics 365 for Sales, Dynamics 365 for Field
Service, Dynamics 365 for Customer Service, and Dynamics 365 for Project Service Automation, which will
leverage the same tenant and infrastructure will accrue across this one tenant. Dynamics 365 for Unified
Operations Plan Applications leverages an entirely different tenant and will have its own set of add-on
capabilities.
Customer Engagement Plan Business Applications
The following Customer Engagement Plan Business Application subscriptions share the same tenant and
share infrastructure capacity: Dynamics 365 for Sales, Dynamics 365 for Field Service, Dynamics 365 for
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 23
Customer Service, and Dynamics 365 for Project Service Automation. They will have access to the
following Customer Engagement Plan Business Application default subscription capacities, shared across
the Customer Engagement Plan Business Applications. If a customer purchases Dynamics 365 Plan they
will obtain default access to both the Customer Engagement Plan Business Applications and the Dynamics
365 for Unified Operations Plan Application.
Production Instance Add-on
The Production Instance Add-On is well suited for multi-instance deployments such as
departmental applications configured within an organization. Licensed users associated with a
Dynamics 365 Customer Engagement Plan Business Application subscription can access the
default Dynamics 365 Customer Engagement Plan Business Applications instance included in the
subscription, and every Dynamics 365 Customer Engagement Plan Business Application
additional instance associated with the same tenant, shared across the Customer Engagement
Plan Business Applications.
The Production Instance Add-On license does not include any default storage capacity.
Figure 10: Customer Engagement Plan Business Applications Production Instance Add-on
Non-Production Instance Add-on
The Non-Production Instance Add-On is well suited for deployments such as test environments,
training applications, and sandbox environments configured within an organization. Licensed
users associated with a Dynamics 365 Customer Engagement Plan Business Application
subscription can access the default Dynamics 365 Customer Engagement Plan Business
Application Non-Production instance included in the subscription, and every additional Non-
Production instance associated with the same tenant. The additional Non-Production Instance
Add-On license does not include any default storage capacity.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 24
Figure 11: Non-Production Instance Add-On
Microsoft Dynamics 365 Additional Portals and Page Views
The default Portal provided with Dynamics 365 Customer Engagement Plan business application
subscriptions may be extended by purchasing licenses for additional portals, for use as a non-
production portal, or additional production portals.
Customers may also extend the default 1 Million monthly page views capacity of the Portal by
purchasing additional page views in increments of 500,000.
Dynamics 365 Customer Engagement Plan Business Application Additional
Storage Add-on
The Additional Storage Add-On provides flexibility to increase the storage capacity associated
with your Microsoft Dynamics Online subscription in increments of 1 GB per Additional Storage
Add-On license, up to 5,000 GB (5 TB) of storage.
Note: The subscription storage corresponding to a customer subscription is tracked against all
the Microsoft Dynamics 365 Customer Engagement Plan Business Application instances
associated with the tenant.
Figure 12: Storage Add-On
Social Engagement Additional Posts Add-on
The Additional Posts Add-On provides additional capacity to a Microsoft Social Engagement
subscription in increments of 10,000 posts per month. On the first day of the month, the number
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 25
of purchased additional posts is added to the included capacity of 10,000 posts. All unused posts
expire at the end of each month.
Figure 13: Social Engagement Additional Posts Add-on
Dynamics 365 for Field Service - Resource Schedule Optimization Add-on
Resource Scheduling Optimization is an Add-on capability for the Dynamics 365 for Field Service
application that enables the customer to automatically schedule work orders to the most
appropriate resources, while simultaneously optimizing appointment setting for travel time,
mileage, and many other constraints.
Resource Schedule Optimization is licensed per Resource included in the optimization process
and will typically be accessed by a scheduler or dispatcher user who will designate any number
of resources to be included. Resources may be individuals, such as field technicians or other
human resources, equipment, or even designated groups of resources.
The add-on license allows for unlimited use of schedule optimization, which may be on a regular
cadence such as daily or weekly, or ad-hoc.
A Dynamics 365 for Field Service license is required for managing the Resource Schedule
Optimization.
Unified Operations Plan Applications
The following Unified Operations Plan Applications share the same tenant and share infrastructure
capacity: Dynamics 365 for Finance and Operations and Dynamics 365 for Retail. They will have access to
the following additional capacities, shared across the Unified Operations Plan Applications. If a customer
purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement Plan
Business applications and the Dynamics 365 for Unified Operations Plan application.
Sandbox Tier 1 Add-on (one included with subscription)
This is a non-production single box Developer Instance that customers can use to customize
Dynamics 365 for Unified Operations Plan and Retail application and unit test their changes.
Licensed users associated with a Dynamics 365 for Unified Operations Plan or Retail subscription
can access the default developer instance included in the subscription, and every additional
instance associated with the same customer. The additional Non-Production Developer Instance
Add-On license does not include any incremental default storage capacity.
Sandbox Tier 2 Add-on (one included with subscription)
This is a non-production multi-box Standard Acceptance Testing instance that customers can use
for User Acceptance Testing, integration testing and training. .Llicensed users associated with a
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 26
Dynamics 365 for Unified Operations Plan or Retail application subscription can access the default
Standard Acceptance Testing instance included in the subscription and every additional instance
associated with the same customer. The additional Non-Production Standard Acceptance Testing
Instance Add-On license includes 10 GB of default storage at no additional charge per instance.
Sandbox Tier 3 Add-on
This is a non-production multi-box Premium Acceptance Testing instance that customers can use
for larger scale user acceptance testing, integration testing and training. This sandbox environment
can also be used for performance testing for smaller customers or customers with lighter loads.
Licensed users associated with a Dynamics 365 for Unified Operations Plan or Retail application
subscription can access every additional instance associated with the same customer. The
additional Non-Production Premium Acceptance Testing Instance Add-On license includes 10 GB of
default storage at no additional charge per instance.
Sandbox Tier 4 Add-on
This is a non-production multi-box Standard Performance Testing instance that customers can use
for performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for smaller to medium sized customers or customers with medium load.
Licensed users associated with a Dynamics 365 for Unified Operations Plan or Retail application
subscription can access every additional instance associated with the same customer. The
additional Non-Production Premium Acceptance Testing Instance Add-On license includes 10 GB of
default storage at no additional charge per instance. Additional storage capacity is also granted at
no charge per instance as an organization increases the number of Full User and Device SLs. For
every increment of 20 Full User SLs (excludes Team Members and Activity Users), the included
storage capacity increases by 2.5 GB. Again, the total SQL storage of Dynamics 365 for Unified
Operations Plan is capped at 1 TB.
Sandbox Tier 5 Add-on
This is a non-production multi-box Premium Performance Testing instance that customers can use
for performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for larger sized customers or customers with heavier load. Licensed users
associated with a Dynamics 365 for Unified Operations Plan or Retail application subscription can
access every additional instance associated with the same customer. The additional Non-
Production Premium Acceptance Testing Instance Add-On license includes 10 GB of default storage
at no additional charge per instance. Additional storage capacity is also granted at no charge per
instance as an organization increases the number of Full User and Device SLs. For every increment
of 20 Full User SLs, the included storage capacity increases by 2.5 GB. Again, the total SQL storage
of Dynamics 365 for Unified Operations Plan is capped at 1 TB.
Additional Storage Add-On
The Additional Storage Add-On provides flexibility to increase the SQL database storage capacity
associated with your Dynamics 365 for Unified Operations Plan or Retail application subscription in
increments of 1 GB per Additional Storage Add-On license, for a max of 1 TB. This Additional
Storage Add-on can be used to increase database storage across the production and/or non-
production instances.
Note: The subscription storage corresponding to a customer subscription is calculated as cumulative across
Dynamics 365 for Unified Operations Plan instances associated with the tenant.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 27
Figure 14: Storage Add-On
Visual Studio
Dynamics 365 for Unified Operations Plan development requires Visual Studio Professional 2015 for
standard development, customization and extension activities. However, if you want to run
performance and load tests, you will need Visual Studio Enterprise 2015. Please note that Visual
Studio licenses are not included as part of the Dynamics 365 for Unified Operations Plan
Subscription Licenses and must be acquired separately.
Tiered Pricing Policies
For larger Dynamics 365 deployments, customers may qualify for a lower price per user. Tiered pricing
applies to Enterprise Edition Customer Engagement Plan subscriptions, where Customer Engagement Plan
and Dynamics 365 Plan seats both count toward Customer Engagement Plan tier qualification.
Additionally, customers may purchase Microsoft Relationship Sales solution with tiered pricing based on
number of users for the subscription offer.
Other considerations:
• Tiered pricing policies apply per customer tenant, and do not accumulate across tenants.
• Tiered pricing does not apply to Team Members, Operation Activity, any Dynamics 365
Application (e.g. Customer Service) subscriptions or Unified Operations Plan.
• Tiered pricing is not available in the Microsoft Online Subscription Program (MOSP), nor for
Academic or Charity pricing in any program.
Dynamics 365 Support Policies
Subscription Support Plan
The benefits included in the Subscription Support Plan are applicable for customers who license Microsoft
Dynamics 365.
The benefits included in the Subscription are:
Unlimited Break/Fix Support: Unlimited online and phone incident submission where support engineers
identify and resolve technical issues with next business day responses.
Microsoft guarantees support in International English and provides local language support in select
markets around the world, wherever possible.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 28
CustomerSource: A wealth of quality personalized information, unlimited access to training courses, self-
help options, downloads, tips, and more. Take advantage of this online customer portal during the term of
your subscription to find answers to the most common Microsoft product questions, including
troubleshooting steps, easy access to Knowledge Base to find solutions to common issues, and how-to
articles. CustomerSource is available in multiple languages and local country sites.
Microsoft Dynamics Community: A central place to get ideas, ask questions, and discuss solutions with
your peers and other Microsoft Dynamics Online Service experts around the world. Take advantage of the
Microsoft Dynamics Community to help answer your questions.
“Getting Started Catalog” and Self-Help Resources: Self-directed support with online learning tools, easy
access to knowledge base, and troubleshooting steps to help solve issues quickly.
Enhanced Support Plan
Enhanced Support includes all of the Support Subscription Plan benefits, plus:
Unlimited Access to Online Training:
• E-learning: Benefit from online, self-paced courses dedicated to Microsoft Dynamics solutions on
specific topic areas, comparable to classroom training.
• Training Materials: Download courseware content for use as a study tool or as a desktop
reference.
• Learning Plans: Use these plans as a training roadmap for users, including detailed training and
certification options available for each module or specific functionality.
Support Incident Response Time: Response time for Severity A cases less than two hours for Severity A,
four hours for Severity B, and 8 hours for Severity C. Case Severity definitions are included in Appendix E.
Professional Direct Services
Professional Direct Services includes all of the Support Subscription Plan benefits, plus:
Support Incident Response Time: Response time for Severity A cases less than one hour, two hours for
Severity B, and 4 hours for Severity C. Case Severity definitions are included in Appendix E.
24x7 Support: Available for Severity A cases only.
Technical Call Routing: Direct access to tier 2 escalation engineers.
Service Delivery Management: Receive access to a dedicated, pooled team of Professional Direct Service
Delivery Managers (PDM) to manage your support experience, and provide services such as: light
advisory services, onboarding assistance, upgrade & release readiness.
The Service Delivery Management benefit provides the following services:
• Escalation Specialists: If your submitted support case becomes a critical issue your Escalation
Specialist can assist by escalating your incident for faster resolution and will manage the case until
closure.
• Red Carpet Welcome: A formal welcome meeting is scheduled to establish relationships and to
ensure you have a deep awareness of the key benefits that are included in your offering, including
a walk-though of how to use your benefits.
• Light Advisory Services: Advisory Services helps you get to the right resources for your needs and
facilitates information transfer. When you request additional guidance that goes beyond your
billing and technical break/fix needs, Advisory Services acts as your liaison with groups at
Microsoft providing high level guidance on resolution of how-to questions. The Service Delivery
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 29
Manager proactively works with you to understand your large pain-points, directs you to
suggested self-service content, and acts as your voice to drive your insight upward in Microsoft.
o Professional Direct does not provide detailed advisory assistance specific to an individual
customer such as code or architecture reviews, design reviews, detailed instructions for
application or configuration tuning (e.g., performance tuning), or the verification of
specifications. Also, Service Delivery Manager does not engage in implementation
activities such as, but not limited to, coding or configuration for customer development
or deployment.
• Release Upgrade Readiness: The Professional Direct Service Delivery Manager will prepare and
manage the customer’s experiences for new product/version releases and upgrades by working
directly with customer through the upgrade process to help ensure test/dev environments are
upgraded and customer’s concerns and conflicts are resolved prior to production upgrade.
• Monthly Review: The monthly review is designed to develop a rapport between the customer and
its Service Delivery Manager. During this meeting, the Service Delivery Manager gets to know
customer’s organization, reviews open service requests, seeks feedback, and, if needed creates a
go-forward strategy to get the customer’s service back on track. Additional topics covered during
discussions are product feature requests, service incidents or outage related experiences, and
future product adoption plans.
• Service Interruption Handling: At first notification of a Service Interruption Event (SIE) the
Professional Direct Service Delivery Manager will consider the effects it may have on a customer’s
organization and will proactively contact impacted customers. The Service Delivery Manager will
monitor service requests as needed until resolution and will also work with the customer if a
credit for downtime is required by working with Microsoft billing teams.
• Case Wellness: The Service Delivery Manager proactively reviews a customer’s high priority
support requests (SRs), and collaborates with Microsoft’s Service Engineering teams to ensure
faster resolution. Severity A and Severity B cases (if requested) are monitored daily.
• Product Onboarding Assistance: With rapid product releases, customers may feel inundated with
the new features and services. The Service Delivery Manager reviews the customer’s product
setup and subscription purchase to ensure understanding and provide guidance. An introductory
session on new features and services is conducted with follow-up to help you configure the
product.
• Ask the Expert Webinars: A monthly online webinar where Microsoft experts share their
knowledge and expertise on specific topics. Webinars are offered twice a month to
accommodate global time zones, with varying topics driven by customer feedback.
Support Policies
Microsoft guarantees support in International English and provides local language support in select markets
around the world wherever possible.
Response times for technical support incidents vary by case severity. Definitions are included in
Appendix E. More information about Microsoft Dynamics 365 Support options can be viewed here.
Premium Support offerings will be available for purchase only for customers enrolled in MOSP, EA,
MPSA, EAS, and EES licensing programs
Customers can only choose one Premium Support offering. Mixing and matching support offerings is
not allowed.
Enhanced or Professional Direct Support rights require each user licensed with Microsoft Dynamics 365 to
also be licensed for that support option. Professional Direct purchase requirement is $450USD per month
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 30
(equivalent to 50 seats) for Dynamics 365 Enterprise edition, Customer Engagement Plan and
Applications, and $750USD per month (equivalent to 50 seats) for Dynamics 365 Enterprise edition,
Dynamics 365 Plan. When purchasing through Volume Licensing, ensure the minimum threshold is
entered when placing the order.
Premier Support Services
Premier Support is a comprehensive support solution for your large business that helps reduce costs,
enhance productivity, and use technology to realize new business opportunities for any stage of the IT
lifecycle.
• Proactive services help maintain and improve health of your customers’ IT infrastructure and
operations.
• Service Delivery Management facilitates planning and implementation
• Prioritized 24x7 problem resolution services provide rapid response to minimize downtime
• Exclusive access to advanced technical training to improve IT staff productivity
• Customized support service add-ons available to meet the specific support needs of your
business
For more information, visit Premier Support Services.
Licensing Programs
Microsoft Dynamics 365 is licensed through the Microsoft Volume Licensing and the Cloud Solution
Provider program (CSP). In Volume Licensing, Microsoft Dynamics 365 is available through:
• Enterprise Agreement
• Enterprise Agreement Subscription
• Enrollment for Education Solutions (under the Campus and School Agreement)
• Microsoft Dynamics Online Government (except Dynamics 365 for Unified Operations Plan,
Operations Activity and Dynamics 365 Plan)
• Microsoft Products and Services Agreement (MPSA)
• Microsoft Online Subscription Program (MOSP) (except Dynamics 365 for Unified Operations Plan,
Dynamics 365 for Operations Activity and Dynamics 365 Dynamics 365 Plan)
Participating in a Volume Licensing program typically involves signing an agreement and/or enrollment,
meeting a minimum purchase requirement, and ordering licenses through a Microsoft Reseller. Visit the
Microsoft Volume Licensing website to learn more about how to buy through Volume Licensing, find a
reseller partner, and more.
Minimum License Purchase Requirements
To activate the paid subscription, new customers enrolling in Microsoft Dynamics 365 for Customer
Engagement Plan Business Applications on the Academic price list must purchase a minimum of 20 full
user licenses (Enterprise Dynamics 365 Plan, Enterprise Customer Engagement Plan, Dynamics 365 for
Sales, Dynamics 365 for Customer Service, Dynamics 365 for Field Service, or Project Service Automation).
The 20-license minimum license requirement does not apply to existing Academic customers who have
previously enrolled on or before October 31, 2016, but these customers are required to maintain at least a
5-seat minimum in accordance with the prior program requirements.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 31
International Availability
Country, language, and localization availability for Dynamics 365 is available here.
Microsoft Dynamics Lifecycle Services
Microsoft Dynamics Lifecycle Services (LCS) provides a cloud-based collaborative workspace shared
between customers and partners that helps organizations improve the predictability and quality of their
Unified Operations Plan Applications implementation by simplifying and standardizing the
implementation process to realize business value faster. Once you sign up for Microsoft Dynamics 365 for
Unified Operations Plan, you are provided with a project workspace including methodologies and services
that help you manage the service lifecycle. LCS provides a variety of services to assist and help customers
navigate through the various phases of the project including: (i) defining your business processes and any
customization needed, (ii) develop additional functionality using best practices, and (iii) help operate their
environment to reduce the time it takes to resolve issues to realize greater return on investment, while
reducing the total cost of ownership.
Free Trial
Customer Engagement Plan Business Application Trial
You can sign-up for a free 30-day trial of Microsoft Dynamics 365 Customer Engagement Plan Business
Applications for up to 25 users through Microsoft Online Services. At any time during your trial you can
activate your subscription and keep your data and customizations. Get details at
https://www.microsoft.com/en-us/dynamics365/home.
Dynamics 365 for Finance and Operations Trial
You can sign-up for a free 30-day trial of Dynamics 365 for Finance and Operations through a simple
email signup. The trial version of Dynamics 365 for Finance and Operations includes a Getting started
guide that provides a step-by-step task guide, which allows you to view specific scenarios in action. The
product is available to explore and exercise scenarios. Demo data is included to ease the use of the
product and to make the experience more meaningful. A buy experience can be initiated at that time to
complete the purchase. Get details at www.microsoft.com/en-us/dynamics365/operations.
Note: Support included for Trial is the same as what customers receive when purchasing Microsoft
Dynamics 365 services. Premium level support options are not available for purchase during the trial
period.
Links for Additional Information
Microsoft Dynamics 365
Online Licensing Guides:
Microsoft Dynamics AX
Microsoft Dynamics CRM
On-Premises Licensing Guides:
AX 2013 R3
CRM 2016
https://www.microsoft.com/en-us/dynamics/erp-ax-overview.aspx
http://aka.ms/s201h6
http://aka.ms/gtn5wt
http://aka.ms/Jswgcc
http://aka.ms/kn26ux
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 32
Dynamics 365 On-Premises
https://www.microsoft.com/en-us/dynamics365/pricing
Microsoft Dynamics Blog
https://community.dynamics.com/b/msftdynamicsblog
Microsoft Volume Licensing
www.microsoft.com/licensing
Software Assurance
http://www.microsoft.com/licensing/software-assurance/default.aspx
Activate Software Assurance Benefits
https://www.microsoft.com/en-us/Licensing/existing-customer/product-
activation.aspx
Microsoft License Advisor
http://www.microsoft.com/licensing/mla/default.aspx
Contact a Licensing Specialist
www.microsoft.com/licensing/contact/default.mspx
Microsoft Dynamics Online Support
http://www.microsoft.com/en-us/dynamics/dynamics-online-support.aspx
CustomerSource
https://mbs.microsoft.com/customersource/
Microsoft Downloads Center
Cloud Solution Provider Program
(MPN)
http://www.microsoft.com/downloads
https://mspartner.microsoft.com/en/us/Pages/solutions/cloud-reseller-
overview.aspx
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 33
Appendix A: Key Team Members Features
Below are the details around the Team Members license. Note that there is only one Dynamics 365 for
Team Members, Enterprise edition license which provides access to both Dynamics 365 Enterprise
Customer Engagement Plan Business Application and Dynamics 365 for Unified Operations Plan,
Enterprise edition features. The table calls out which Application to which a given feature applies.
Additional details on Customer Engagement Plan Business Application functionality for Team Members is
also shown in Appendix B.
Access Rights
Description
Customer
Engagement
Plan
Business
Applications
Unified
Operations
Plan
Application
Access
Access Anywhere: Web App, Mobile App, Tablet App, via Outlook
General
System Use
Use Relationship and Connections between records
Run as an On-demand process*, Run an Automated Workflow*
Saved views, personal views
Search, Advanced Find Search
Export data to Microsoft Excel, Perform Mail Merge
Read
Full Read across all Dynamics 365 Applications
Edit/Actions
Accounts & Contacts, Activities & Notes, Shared Calendar, Announcements
Knowledge Management, Interactive Service Hub for KM, User
Dashboards/Reports
Time & Expense, Apply for Project
Collaboration experience: Activity Feeds & Yammer Integration
Use a Queue Item, start dialog*
Custom Entities*
Record time and Expenses (including for projects)
Manage personal info
Create requisitions
Create and edit quality control
Create and edit service orders
Approval
Time, Expense and Invoices
Special
Portal Only
Items
Employee Self Service: Via Web Only: Start Personal Support Chat & Cases
Respond to Voice of the Customer Surveys
Non-Employee, Non-Outsourced users: Create & Update Opportunities,
update work orders
Platform
PowerApps for Team Members
*Actions can be performed only against records corresponding to entities included in the use rights
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 34
Appendix B: Customer Engagement Plan Applications
The following tables lists the use rights corresponding to the User Subscription Licenses (User SLs) and
applicable Device Subscription Licenses available in Microsoft Dynamics 365 Customer Engagement Plan
Business Applications.
Please note a full user license (Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for
Field Service, Dynamics 365 for Project Service Automation) is required to enable much of the functionality of
Team Members due to the need to configure and administer the services. A Plan subscription is the most cost-
effective option to provide ultimate flexibility for a user to administer and configure more than one Dynamics
365 application.
Bullets indicate full create, read, update, delete access unless otherwise indicated.
Use Right
Team Members
Sales
Customer
Service
Field Service
Project Service
Automation
Dynamics 365 for Unified Operations Plan
functionality: Record Time & Expense; create
requisitions; manage budgets; approval of
Operations time, expense & invoices; edit &
respond to inquiries for: quality control,
service orders
Accounts and Contacts
Associate a Marketing List with an Account
or Contact
Activities and Notes
Post & follow activity feeds
Yammer collaboration*
Use a queue item
**
**
**
**
**
Start dialog
**
**
**
**
**
Shared Calendar
View Announcements
Run as an on-demand process
**
**
**
**
**
Run an automated workflow
**
**
**
**
**
Use relationships and connections between
records
**
**
**
**
**
Write custom entity records
***
***
***
***
***
Read custom entity data
Personal views; Saved Views
**
Search & Advanced find search
**
Export data to Microsoft Excel
Perform mail merge
Dynamics 365 Mobile Client Application
Microsoft Dynamics 365 for iPad & Windows
Microsoft Dynamics 365 for Outlook
Microsoft Dynamics 365 Web application
Read All Dynamics 365 application data
Portal or API access Only: Employee Self
Service: Submit cases and update Cases user
has submitted (as a support client/customer)
Chat with support team (as chat client for
self-service, requires 3rd party solution)
Portal or API access Only/Non-Employees
Only: Update Work Orders
Portal or API access Only/ Non-Employees
Only: Create & Update Opportunities
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 35
Use Right
Team Members
Sales
Customer
Service
Field Service
Project Service
Automation
Add or remove a Connection (stakeholder,
sales team) for an Account or Contact
Create and update announcements
Submit Time & Expense for Project Service
Automation
Update Project Tasks for Project Service
Automation
Update Own Resource Competencies for
Project Service Automation
Apply for Open Project Position for Project
Service
Project Finder Mobile Application
User reports, charts, and dashboards
Create, update, customize, and run Reports
Microsoft Project Online Essentials****
Interactive Service Hub
Create, Publish, Configure Knowledgebase
Dynamics 365 - Gamification Fan & Spectator
Embedded PowerApps (Includes Flow)
User Interface integration for Microsoft
Dynamics 365
Import data in bulk
For App
For App
For App
For App
Configure auditing
For App
For App
For App
For App
Configure duplicate-detection rules
For App
For App
For App
For App
Define connections and relationships
between entities
For App
For App
For App
For App
Define and configure queues
For App
For App
For App
For App
Define and configure dialogs
For App
For App
For App
For App
Define and configure workflows
For App
For App
For App
For App
System reports, charts, and dashboards
For App
For App
For App
For App
Customize forms and views
For App
For App
For App
For App
Create Dynamics 365 forms, entities, and
fields
For App
For App
For App
For App
Administer Dynamics 365
For App
For App
For App
For App
Dynamics 365 - Gamification Player & Admin
Microsoft Social Engagement
Voice of Customer
Full Mobile Offline sync
Email and Word Templates
Lead Management
Opportunities
Qualify and convert a Lead to an Opportunity
Convert an activity to an Opportunity
Competitors
Products
Price Lists
Quotes
Orders
Invoices
Goals
Territories
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 36
Use Right
Team Members
Sales
Customer
Service
Field Service
Project Service
Automation
Sales literature
Marketing Lists
Quick campaigns
Marketing campaigns
Define and configure business units
Define and configure teams
Unified Service Desk for Microsoft Dynamics
365
Case management
Convert an Activity to a Case
Contract templates
Contracts
Configure SLA policies
Entitlements
Facilities/Equipment
Define and configure services, resources, and
work hours
Work Orders
Schedule & Dispatch capabilities: use
Scheduling Assistant, Drag & Drop
Assignment, update resource bookings
Configure and View Schedule Board
Service Agreements
Purchase Orders
Invoices
Customer Assets
Inventory Management
Create and manage Repairs and Returns
(RMA/RTV)
Manage Resource Schedule Optimization
Manage Resources (facilities, equipment,
people), territories and work hours
Field Service Mobile Application
Projects
Project Expenses and Project Estimates
Resource Availability View and Resource
Schedule Management
Project Price Lists
Project Contracts
Project Invoices
Approve Project Transactions
Manage Services, Resources, Work Hours,
and Competencies
Microsoft Project Online Premium****
*Use of Yammer within the Microsoft Dynamics 365 requires a Yammer Enterprise license (acquired separately).
**Actions can be performed only against records corresponding to entities included in the use rights.
*** Custom entities (either based on entities included in Microsoft Dynamics 365 or created by a customer or partner) may require a
higher CAL or User SL, depending on the required access. Customizations can only be performed against entities included in the use
rights.
****Microsoft Project Online use rights governed by Microsoft Project Online licensing. https://products.office.com/en-
us/project/compare-microsoft-project-management-software
‘For App’ means that the use right in question is applicable only for the licensed application and not other applications.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 37
Appendix C: Dynamics 365 for Unified Operations Plan
Security Roles by User SL Level
Overview of Security Roles
Providing users with access to the solution functionality is done by assigning each user one or more
Security Roles. Microsoft Dynamics 365 for Unified Operations Plan Security Roles combine meaningful
packages of solution functionality and access rights required to perform actions relevant to that role.
Figure 5: Assigning a Security Role to a user provides access to solution functionality
To make it easier to understand the licenses required, each Microsoft Dynamics 365 for Unified
Operations Plan Security Role has a pre-determined user type. When you assign Security Roles to users,
you then know what User SL those users require.
For example, in a manufacturing organization, the Accountants and Field Service Technicians require
different use rights. By assigning those user groups to the appropriate Security Role, they get the
functionality they need, and you know the User SL type that is required.
Notes:
• Customers can assign multiple Security Roles to one user, in which case the highest User SL type required
covers all the user rights.
• Customers have the flexibility to configure or customize Security Roles. This may impact the license required
for the new/modified Security Roles. Please refer to the Appendix D for more information about how such
customization can impact licensing requirements.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 38
Out of the box security roles for Dynamics 365 for Unified Operations Plan
Role
Description
User SL
Talent
Team Members
Activity
Unified
Operations
Plan or
Talent
Contractor
Worker in contractor relationship with legal entities
●
●
●
Employee
Worker in employment relationship with legal entities
●
●
●
Pending worker
Worker in pending employment relationship with legal
entities
●
●
●
Manager
Supervisor in reporting relationship with subordinates
●
●
●
Compensation and
benefits manager
Documents compensation and benefit events,
responds to compensation and benefit inquiries and
records the financial consequences of compensation
and benefit events
●
FMLA administrator
Information and functionality around managing
employees who are out an FMLA leave
●
Human resource
assistant
Documents human resource events and responds to
human resource inquiries
●
Human resource
manager
Periodically reviews human resource process
performance and enables the human resource process
●
Payroll administrator
Documents payroll events, responds to payroll
inquiries and records the financial consequences of
payroll events
●
Payroll manager
Authorizes activity in the payroll process
●
Recruiter
Documents recruiting events, responds to recruiting
inquiries and records the financial consequences of
recruiting events
●
Training manager
Documents training events, responds to training
inquiries and records the financial consequences of
training events
●
Retail
Team Members
Activity
Unified
Operations
Plan or
Retail
Retail warehouse clerk
The retail warehouse clerk performs picking, receiving,
and stock counting in a store or warehouse
●
●
●
Retail store manager
The retail store manager performs store management
functions at the store, such as managing sales reports,
inventory movements, and inventory counts
●
●
Retail warehouse
manager
Manages order picking, shipping and receiving for
retail channels
●
●
Retail catalog manager
At the head office, the retail catalog manager
maintains and publishes retail catalogs
●
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 39
Retail merchandising
manager
At the head office, the retail merchandising manager
maintains and replenishes retail products and
assortments
●
Retail operations
manager
At the head office, the retail operations manager is
responsible for all non-merchandising operations,
such as configuring stores, registers, and staff
●
Retail service
Retail service account
●
Retail store IT
Performs retail point of sale client configuration and
installation at the retail store level
●
C-Suite
Team Members
Activity
Unified
Operations
Plan
Chief executive officer
Reviews the financial and operational performance
●
●
Chief financial officer
Reviews the financial performance
●
●
Budgeting
Team Members
Activity
Unified
Operations
Plan
Budget contributor
Create, update and approve departmental budget
plans.
●
●
●
Budget clerk
Documents budget events and responds to budget
inquiries
●
●
Budget manager
Reviews budget process performance and enables the
budget process
●
Financials and
Accounting
Team Members
Activity
Unified
Operations
Plan
Positive pay clerk
Document accounts payable positive pay events
●
●
●
Accountant
Documents accounting events and responds to
accounting inquiries
●
Accounting manager
Reviews accounting, customer invoice, vendor invoice,
and payment process performance and enables those
processes
●
Accounting supervisor
Reviews accounting process performance and enables
the accounting process
●
Accounts payable
centralized payments
clerk
Documents accounts payable centralized payment
events and responds to centralized payment inquiries
●
Accounts payable clerk
Documents vendor invoice events and responds to
vendor inquiries
●
Accounts payable
manager
Reviews vendor invoice process performance and
enables the vendor invoice process
●
Accounts payable
payments clerk
Documents accounts payable payment events and
responds to payment inquiries
●
Accounts receivable
centralized payments
clerk
Documents accounts receivable centralized payment
events and responds to centralized payment inquiries
●
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 40
Accounts receivable
clerk
Documents customer invoice events and responds to
customer inquiries
●
Accounts receivable
manager
Reviews customer invoice process performance and
enables the customer invoice process
●
Accounts receivable
payments clerk
Documents accounts receivable payment events and
responds to payment inquiries
●
Auditor
This role is designed for in-house or external auditors.
It provides read-only access to a majority of the
system. It is also used for audit policy management
●
Collections agent
Documents collections events and responds to
collections inquiries
●
Collections manager
Reviews collections process performance and enables
the collections process
●
Financial controller
Reviews all accounting process performance and
enables those processes
●
Tax accountant
Documents fiscal events and responds to fiscal
inquires
●
Tax engine developer
Create and manage taxable document model
mappings.
●
Tax engine functional
consultant
Create and manage generic tax engine components
(taxable document and tax document)
●
Treasurer
Documents treasury events and responds to treasury
inquiries
●
Project Management
Team Members
Activity
Unified
Operations
Plan
Project manager, Public
sector
Inquire into Purchase order to invoice progress for
public sector
●
●
●
Project timesheet
delegate
Enables creation and approval of project timesheets
●
●
●
Project timesheet user
Enables creation and approval of project timesheets
●
●
●
Project assistant
Documents project accounting process events and
responds to project accounting process inquiries
●
●
Project manager
Documents the project forecast/budget events and
responds to project forecast/budget inquiries.
Maintains project accounting master information and
responds to project accounting master information
inquiries. Authorizes project accounting process
events
●
●
Resource manager
Maintains project resource tasks
●
●
Project accountant
Maintains project accounting policies
●
Project supervisor
Enables and reviews the project accounting process
●
Procurement
Team Members
Activity
Unified
Operations
Plan
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 41
Vendor contact
Views and responds to purchase orders through
Vendor Collaboration, for the vendor accounts where
the user is a contact person
●
●
●
Buying agent
Documents purchase events and responds to purchase
inquiries
●
●
Vendor account
manager
Documents vendor events and responds to vendor
inquiries
●
●
Purchasing agent
Documents request for quotation events and responds
to request for quotation inquiries. Documents
purchasing events and responds to purchasing
inquiries. Maintains purchasing agreements and
vendor master information.
●
Purchasing agent -
Public Sector
Documents request for quotation events and responds
to request for quotation inquiries. Documents
purchasing events and responds to purchasing
inquiries
●
Purchasing manager
Reviews purchasing process performance and enables
the purchasing process. Maintains purchasing
agreements and vendor master information.
●
Sales
Team Members
Activity
Unified
Operations
Plan
Sales clerk
Documents sales events and responds to sales
inquiries
●
●
Sales representative
Documents sales events and responds to sales
inquiries
●
●
Sales manager
Reviews sales process performance and enables the
sales process
●
Customer Service
Team Members
Activity
Unified
Operations
Plan
Customer service
representative
Documents customer service events and responds to
customer service inquiries.
●
●
Customer service
manager
Reviews customer service process performance and
enables the customer service process
●
Marketing
Team Members
Activity
Unified
Operations
Plan
Marketing coordinator
Produces and distributes marketing materials
●
Marketing manager
Manages product marketing
●
Field Service
Team Members
Activity
Unified
Operations
Plan
Field service technician
Visits customers in the field to perform service orders
●
●
●
Service dispatcher
Organizes the service technicians and prioritizes
service orders
●
●
●
Service delivery manager
Reviews and enables the service order process
●
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 42
Transportation
Team Members
Activity
Unified
Operations
Plan
Transportation
coordinator
Enables inbound, outbound, rating, routing, and
handling of transportation process
●
Transportation logistics
manager
Set up, maintain, and configure the network
planning that are used in transportation management
processes
●
Manufacturing
Team Members
Activity
Unified
Operations
Plan
Lean waterspider
Responds to inventory needs on the production line
●
●
●
Time registration user
Worker enabled to use advanced features for time
registration
●
●
●
Machine operator
Works on production orders and makes registrations
in Manufacturing execution
●
●
Shop supervisor
Reviews the time registration process and maintain
corrections. Authorizes production feedback
registrations and responds to inquiries from
production.
●
●
Production manager
Reviews the production plan and ensures the proper
resources are available
●
Production planner
Schedules and plans productions
●
Production supervisor
Enables the production process. Ensures the day-to-
day execution of orders/jobs so Machine operators
know what to work on, who is available and can
respond to the main requests from Machine operator.
●
Distribution
Team Members
Activity
Unified
Operations
Plan
Receiving clerk
Documents receiving operation events and responds
to warehouse receiving operation inquiries
●
●
Shipping clerk
Documents shipping operation events and responds
to warehouse shipping operation inquiries
●
●
Warehouse worker
Documents warehouse operation events and responds
to warehouse operation inquiries
●
●
Materials manager
Enables and reviews processes, maintains master data,
and responds to inquiries within logistics and material
management.
●
Warehouse manager
Enables and reviews processes, authorizes recordings,
maintains master data, and responds to inquiries
within warehouse management
●
Warehouse planner
Plans and authorizes warehouse work. Maintains
warehouse planning master information and responds
to warehouse work planning inquiries.
●
Cost Accounting
Team Members
Activity
Unified
Operations
Plan
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 43
Cost object controller
Monitors monetary and non-monetary performance of
assigned cost objects.
●
●
●
Cost accountant
Implements dimensions, policies, and reporting
structures according to the strategy set by the Cost
accounting manager
●
Cost accountant clerk
Performs repetitive tasks aligned with predefined
policies and reporting structures
●
Cost accounting
manager
Sets the overall strategy for how cost accounting is
performed in the Enterprise.
●
Inventory accountant
Documents costs, inventory valuations, and cost
accounting events. Responds to costs, inventory
valuations, and cost accounting events inquiries.
●
Inventory accountant
clerk
Authorizes and maintains costs, inventory valuations,
and cost accounting calculations. Responds to costs,
inventory valuations, and cost accounting inquiries.
●
Engineering
Team Members
Activity
Unified
Operations
Plan
Product designer
Designs new and modifies existing BOM structures
●
Product design manager
Reviews and authorizes product BOM structures
●
Process engineer
Defines processes to make new products
●
Process engineering
manager
Reviews and authorizes new production processes
●
Quality Control
Team Members
Activity
Unified
Operations
Plan
Quality control clerk
Documents quality control events and responds to
quality control inquiries
●
●
●
Quality control manager
Enables and reviews processes, maintains master data,
and responds to inquiries within quality control
●
Administrator
Team Members
Activity
Unified
Operations
Plan
System user
System role for all users
●
●
●
Data Management
Operation User
Provides access to all data management workspace
menu items. Note that this role does not control
access to any of the entity privileges that are required
to actually perform the data operation. As such this
role can be assigned to any other application role for
users that require access to specific entity sets or can
be added to any custom roles where users can simply
only perform data activities for a restricted set of
entities
●
●
●
Data Management
Administrator
Super user for the data management activities in the
system. In addition to the capabilities of the
DataManagementMigrationUser and
DataManagementOperationsUser, this role provides
access to the DataManagementITWorkspace - an
operational workspace to monitor all data
management activities
●
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 44
Data Management
Migration User
User that controls permission to all entities in the
system. This role is extended in all models where
entities exist and need to be provisioned for data
management activities for users. The current pattern is
to create - per Entity View and Maintain privileges and
then add it to the entity's category bound View and
Maintain duties defined in that model. These duties
are all part of the DataManagementMigrationUser
extension that will be defined in the model.
●
Electronic reporting
developer
Maps database to adversary data models
●
Electronic reporting
functional consultant
Maps data models to formats
●
System Administrator
System Administrator role for Dynamics AX
●
System document
branding administrator
Controls access to the Document Branding
Management forms
●
Security administrator
Maintains user and security setup in Microsoft
Dynamics AX, grants the ability to create and maintain
security roles, duties, and privileges and the ability to
assign users to roles, define role assignment rules, and
maintain data security policies
●
Information technology
manager
Maintains servers and software for Microsoft Dynamics
AX. Maintains and configures settings for batch
servers, load balancing, databases, Enterprise Portal,
Services, and Workflow
●
Note: Management Reporter functionality is included in the Microsoft Dynamics 365 for Unified Operations Plan. To
get the use rights, the Management Reporter Designers require an Operations App and Management Reporter
Viewers require a Team Member.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 45
Appendix D: Operations Customization and Licensing
Requirements
Microsoft Dynamics 365 for Unified Operations Plan is fully customizable to provide customers with the
right experience for every user. Microsoft Dynamics 365 for Unified Operations Plan has over 10,000 Menu
Items which are mapped to the three user types. To make it faster and easier to deploy the solution and
determine licensing requirements, these Menu Items are associated with certain Security Roles.
The required SL for a given user is determined by the highest user type classification of the Menu Items to
which the user will have access. For example, if you assign an Accountant to a Role that includes access to
a Menu Item classified as “Operations App”, then that person requires a Dynamics 365 for Operations SL.
Menu items that are classified at the “Team Members” level are available to all users to which you have
assigned a Team Members User or higher level User.
For an even better fit in their organizations, customers can change which actions may be performed by
specific individuals or Roles. When customizing, it is important to remember that the license required is
determined by the highest-level Menu Item to which that individual has access.
Assigning Multiple Roles to a Single User
The straight forward way to customize which actions a specific employee may perform in Microsoft
Dynamics 365 for Unified Operations Plan is by assigning multiple Roles to that employee. For example,
an employee could be assigned both the Customer Service Rep and the Field Technician Roles and could
therefore perform actions associated with both Roles. In this case, the employee would still only need a
single User SL. Since the Customer Service Rep Role is designated at a higher user type level (Operations)
than the Field Technician Role (Team Members), the employee would only need the Dynamics 365 for
Unified Operations Plan User SL to perform actions associated with both Roles.
Changing Menu Items Associated with a Role
Another way to customize what actions users may perform is by changing which Menu Items are
associated with a Role. For example, if a customer wants everyone who is assigned the Field Technician
Role to be able to also approve posting of service orders (which is designated as an Operations level
action), then they can customize the Role to include the “Approve posting of service order” Menu Item.
Because the required SL is determined by the highest level action the user may perform, all users assigned
to the Field Technician Role would then require the Operations User SL.
Changing Menu Items Associated with an Individual
Further, customers may assign specific actions to specific users. Following the example above if the
customer has 20 employees assigned to the Field Technician Role and wants to allow only five of those
employees the ability to approve posting of service orders, they may assign the “posting of service order”
Menu Item to those five individuals. Those five individuals would then require the Operations User SL,
while the remaining 15 employees assigned to the Field Technician Role would require the Team
Members User SL.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 46
Creating Menu Items
Partners and customers may also create Menu Items to fit specific customer scenarios. When doing so,
those new Menu Items must be mapped to the User SL type that best matches the type of use based on
the definitions of user SLs found in this document.
Notes:
• Roles in Microsoft Dynamics 365 for Unified Operations Plan are not the same as job titles.
• “Menu Item” means an object that allows users to display or view a form, sub-form, or URL in a
browser application; run a task that triggers a system class, function, workflow or web-action
initiated by a user; or cause an output in the ERP solution or a separate device.
Menu Items are classified at one of the User SL types. Users with a given SL have access to each Menu
Item classified at—or below—that User SL type.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 47
Appendix E: Support Policies
SEVERITY
CUSTOMER’S SITUATION
EXPECTED MICROSOFT
RESPONSE
EXPECTED CUSTOMER
RESPONSE
A
Critical business impact:
-Customer’s business has
significant loss or degradation of
services.
-Needs immediate attention
Initial response:
-1 hour or less for Professional
Direct and Premier
-2 hours or less for Enhanced
-Next business day for Subscription
-Allocation of appropriate
resources to sustain continuous
efforts all day, every day₁
-Accurate contact
information on case owner
B
Moderate business impact:
-Customer’s business has
moderate loss or degradation of
services but work can reasonably
continue in an impaired
manner
Initial response:
-2 hours or less for Professional
Direct and Premier
-4 hours or less for Enhanced
-Next business day for Subscription
-Allocation of appropriate
resources to sustain continuous
effort unless customer requests
to opt-out of 24x7₂
-Accurate contact information on
case owner
C
Minimum business impact:
-Customer’s business is
substantially functioning with
minor or no impediments of
services
Initial response:
-4 hours or less for Professional
Direct and Premier
-8 hours or less for Enhanced
-Next business day for Subscription
-Accurate contact information on
case owner
1. 24x7 support is only available for Professional Direct and Premier. Premier customers login to Microsoft Premier Online to
submit. 24x7 support for Severity B incidents is only available for Premier.
2. Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable
Microsoft to continue with problem resolution efforts.
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 48
Appendix F: Change Log
Page
Topic
Change
Action
Date
Various
Name changes
Updated
Plan 1 = Customer Engagement Plan
Plan 2 = Dynamics 365 Plan
Operations = Unified Operations Plan
July, 2017
2 & 3
Licensing
requirements
Clarified
Internal and External Users
July, 2017
5 & 6
Dual Use Rights
Updated
Figure
July, 2017
8
Operations
Activity
Added
User
July, 2017
11
User SL
Comparison
table
Corrected
Case Management, Contracts, Entitlements,
Facilities/Equipment & Define and configure services,
resources and work hours – Customer Service and
Customer Engagement Plan
July, 2017
11
Dynamics 365
for Retail
Added
Application
July, 2017
11
Dynamics 365
for Talent
Added
Application
July, 2017
15
Microsoft
Relationship
Sales
Added
Solution
July, 2017
19
Default
Dynamics 365
Portal
Updated
Starting August 1st, 2017, access to the first included
portal for the tenant, customers will be required to
purchase a minimum of 5 Full User licenses of
Dynamics 365 Customer Engagement Plan, stand-
alone Dynamics 365 Applications (Sales, Customer
Service, Field Service or Project Service Automation) or
a combination. Existing customers will not be
impacted with this change until renewal. New
customers who need to purchase less than 5 users,
may purchase the Portal “Add-on” (see “Microsoft
Dynamics 365 Add-ons section” below). Please note:
Team Member Licenses will not contribute to the
minimum user requirement.
July, 2017
25
Dynamics 365
Unified
Operations Plan
Applications
Updated
The following Unified Operations Plan Applications
share the same tenant and share infrastructure
capacity: Dynamics 365 for Finance and Operations
and Dynamics 365 for Retail. They will have access to
the following additional capacities, shared across the
Unified Operations Plan Applications. If a customer
purchases Dynamics 365 Plan they will obtain default
access to both the Customer Engagement Plan
Business applications and the Dynamics 365 for
Unified Operations Plan application.
July, 2017
29
Premier
Support
Services
Added
Support plan
July, 2017
5 & 6
Dual Use Rights
Clarified
One of the advantages of Microsoft Dynamics 365 is
dual use rights. This allows customers the option to
deploy either in Microsoft’s cloud or in a private on-
premises or partner-hosted cloud. In some cases,
customers may want to deploy both types of instances
simultaneously. This might be done to help with
migrating a Microsoft Dynamics 365 on-premises
May, 2017
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 49
deployment to Microsoft Dynamics 365, running
private Dev/Test deployments in Microsoft Azure.
With Dual Use Rights, Microsoft Dynamics 365 users
licensed with the required User SL do not need to
acquire CALs to access Server instances.
Users or devices licensed with Dynamics 365 SLs have
use rights equivalent to a CAL for the purpose of
accessing equivalent on-premises workloads. With
Microsoft Dynamics 365 the server license is included
with the SLs. For Operations, this is the Dynamics 365
for Unified Operations Plan Server and for the
Customer Engagement Plan Business Applications this
is the Dynamics 365 Server. Customers may use
downgrade rights to deploy and earlier version of a
server, however, for Dynamics 365 for Unified
Operations Plan Server, downgrade rights are limited
to Dynamics AX 2012 R3 Server (n-1). Licenses for all
supporting servers (e.g., Windows Server and CAL(s))
must be obtained separately.
Users or devices licensed with Microsoft Dynamics 365
Customer Engagement Plan Business Application
subscriptions, Microsoft Dynamics 365 On-premises
Sales, Customer Service and Team Member CALs, and
Microsoft Dynamics CRM CALs may access the
Dynamics 365 Server software provided via dual use
rights. Users or devices without Software Assurance on
CALs may not access new versions of Microsoft
Dynamics 365 On-premises Server. Access to the
Dynamics 365 for Operations (on-premises) Server
software provided via dual use rights is exclusive to
those users assigned a qualifying Dynamics 365 SL
and External Users.
27
Support Policy
Added
Professional Direct purchase requirement is
$450USD per month (equivalent to 50 seats) for
Dynamics 365 Enterprise edition, Customer
Engagement Plan and Applications, and $750USD
per month (equivalent to 50 seats) for Dynamics
365 Enterprise edition, Dynamics 365 Plan. When
purchasing through Volume Licensing, ensure the
minimum threshold is entered when placing the
order.
May, 2017
8, 23 & 24
Team Members
Removed
Tiers for Team Members, updated use rights
May, 2017
6,7, 10, 14,
& 41-46,
Appendix C
Activity
Added
New SKU
May, 2017
8
Light Users
Updated
Change to “Other Users”, updated definition
May, 2017
20
Database
Storage
Updated
Cap amount of free storage is 30 TB
May, 2017
27 & 28
Tiered Pricing
Updated
Updated policy
May, 2017
17
Default
Database
Storage
Add
The tenant for Customer Engagement Plan Business
Application subscriptions includes by default 10 GB
database storage as long at least one instance of the
tenant is on v8.2.
January, 2017
4
Dual Use Rights
Add
For Operations, this is the AX 2012 R3 Server, and for
the Customer Engagement Plan Business Applications
this is the Dynamics 365 Server or CRM 2016 Server
via downgrade rights.
December, 2016
The Microsoft Dynamics 365 Services Licensing Guide | July 2017 Page | 50
28
Microsoft
Online
Subscription
Program
(MOSP)
Clarified
To activate the paid subscription, new customers
enrolling in Microsoft Dynamics 365 for Customer
Engagement Plan Business Applications on the
Academic, or Charity price list must purchase a
minimum of 20 full user licenses (Enterprise Dynamics
365 Plan, Enterprise Customer Engagement Plan,
Dynamics 365 for Sales, Dynamics 365 for Customer
Service, Dynamics 365 for Field Service, or Project
Service Automation).
The 20-license minimum license requirement does not
apply to existing Academic or Charity customers who
have previously enrolled on or before October 31,
2016, but these customers are required to maintain at
least a 5-seat minimum in accordance with the prior
program requirements.
December, 2016
29
Minimum
License
Purchase
Requirement
for Cloud
Solution
Provider
Program
Clarified
To activate the paid subscription, new customers
enrolling in Microsoft Dynamics 365 for Customer
Engagement Plan Business Applications on the
Academic price list must purchase a minimum of 20
full user licenses (Enterprise Dynamics 365 Plan,
Enterprise Customer Engagement Plan, Dynamics 365
for Sales, Dynamics 365 for Customer Service,
Dynamics 365 for Field Service, or Project Service
Automation).
The 20-license minimum license requirement does not
apply to existing Academic customers who have
previously enrolled on or before October 31, 2016, but
these customers are required to maintain at least a 5-
seat minimum in accordance with the prior program
requirements.
December, 2016
31
Appendix A
Clarified
The table calls out which Application to which a given
feature applies.
December, 2016
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