Dynamics 365 Licensing Guide Addendum for Case …

Dynamics 365 Licensing Guide Addendum for Case Management

October 2019

Dynamics 365 Licensing Guide Addendum for Case Management | October 2019

Contents

Subscription Licensing Requirements ..........................................................................................................................................1 Microsoft Dynamics 365 for Case Management......................................................................................................................1 Case Management Use Rights ........................................................................................................................................................2 Appendix A: Change Log...................................................................................................................................................................5

Dynamics 365 Licensing Guide Addendum for Case Management | October 2019

Using This Guide

Use this guide as a supplement to the Dynamics 365 licensing guide when licensing Dynamics 365 for Case Management. Dynamics 365 for Case Management is only available in select channels to qualified public sector customers. These customers should be qualified to purchase from the Microsoft Education and Government programs and price lists.

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.

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.

Subscription Licensing Requirements

Please review the subscription licensing requirements defined as part of the core Dynamics 365 Licensing Guide regarding: Internal and External users, Multiplexing, and Dual Use Rights.

Microsoft Dynamics 365 for Case Management

In order to address scenarios in which the full Dynamics 365 Customer Service capability set is not required, and the end solution is based on a customization of case management functionality, Dynamics 365 for Case Management is offered as an additional option representing a subset of Customer Service functionality.

Dynamics 365 for Case Management

Dynamics 365 for Case Management is the recommended choice for your case managers engaging in various aspects of care work. It provides licensed users with access to case management along with the ability to use custom entities. Case management represents a subset of the Customer Service application, and excludes functionality such as Unified Service Desk, SLAs and Entitlements, Service group management functionality, as well as functionality such as Microsoft Forms Pro and advanced Gamification. As this is a subset of the Customer Service application, a Customer Service license would be required to administer the Case Management application. For the purposes of storage, a Case Management license will count as a full license in calculating free storage accrual. Reference the Dynamics 365 Licensing Guide for details.

Custom Entities

Microsoft Dynamics 365 Team Members and higher provide the right to use custom entities. 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.

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Case Management Use Rights

The following table lists the use rights corresponding to the User Subscription Licenses (User SLs) and applicable Device Subscription Licenses available in Microsoft Dynamics 365 Business Applications.

Please note a full user license (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Project Service Automation) is required to enable much of the functionality of Team Members due to the need to configure and administer the services.

Bullets indicate full create, read, update, delete access unless otherwise indicated.

Use Rights

Access 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 Custom Entity data Access via Portal or API: Create, Read, Update, Delete Employee Self Service: Cases Non-Employees Only: Work Orders Non-Employees Only: Opportunities Entities: Create, Update, Delete Activities Announcements Calendar: share Contacts Custom Entities (see Appendix D) Notes Personal Views Saved Views Accounts Embedded Intelligence Customer Service Hub Entitlements Facilities/Equipment Leads (create & edit own leads only) Resources Service (Service Scheduling) Work Hours Activity Feeds: post & follow activity feeds Activity: convert to a case Add or remove a Connection (stakeholder, sales team) for an Account or Contact

Team

Case

Customer

Members Management Service

15 max

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Use Rights

Business Units: define and configure Case Management: reassign, add to queue, route & resolve cases Chat with support team (as chat client for self-service, requires 3rd party solution) Dialog: start dialog Knowledgebase: create, update, publish, configure, search (basic) Knowledgebase: relevance search Mail merge: perform mail merge Marketing List: associate a Marketing List with an Account or Contact Open Project Position: apply for Open Project Position for Project Service Project Tasks: update Project Tasks status for Project Service Automation Queue: use a queue item Resource Competencies: update own Resource Competencies for Project Service Automation Resources (facilities, equipment, people): manage Schedule & Dispatch Capabilities: use scheduling assistant, drag & drop assignment, update resource bookings Schedule Board: configure and View SLA Policies: configure Teams: define and configure Work Hours: manage Yammer: use Yammer collaboration requires the appropriate license (acquired separately) General System Use: Actions Auditing: configure Business Processes: customize Dialogs: define and configure Duplicate Detection: configure rules Dynamics 365 Forms, Entities, and Fields: create Dynamics 365: administer Email: create, update and delete templates Entities: define connections and relationships between entities Forms and Views: customize Import data in bulk Microsoft Excel: export data to Excel Queue: define and configure Records: use relationships & connections between records Search and advanced find: use System reports, charts, and dashboards: create and update System reports, charts, and dashboards: customize Word: create, update and delete templates Workflows: define and configure

Team

Case

Members Management

Customer Service

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