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Case Licensing & Usage

  • 1.  Case Licensing & Usage

    Posted Jul 11, 2019 11:31 AM

    Existing problem: We have referrals, which are actions that another department has to make on a customer's account. These referrals are generated from our call center application via a stored procedure that is imported into a database. A report is run against the database that gives a list of referrals with details to the department that must perform the work. This report is created in .pdf format and printed.

     

    We would like to start using Cases, while trying to minimize our cost of additional licenses.

    • Currently on CRM version 8.2 on-prem.
    • Current user license types we are using are: Sales and Team Member.

    I see "Cases for Sales", but I really can't tell whether a user with a Sales license can perform the following actions on a Case: CRUD. What can a user do with cases that has a Sales license?

    It appears that each user needs to have a Customer Service license.  Is this accurate? Does anyone have any thoughts on how we can generate a Case and yet someone else work it to resolution that does not have a Customer Service license?

    Thank you,



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    De'Tishaa Johnson
    Business Systems Analyst
    Christian Broadcasting Network
    Virginia Beach VA
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  • 2.  RE: Case Licensing & Usage

    TOP CONTRIBUTOR
    Posted Jul 11, 2019 11:23 PM
    Per my understanding, you can use Cases with your license without any issue.

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    Sunil Raheja
    Aha Apps
    Glen Allen VA
    https://www.ahaapps.com/microsoft-dynamics-crm/
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    Conference-CRMUG_200x200


  • 3.  RE: Case Licensing & Usage

    Posted Jul 12, 2019 11:44 AM
    Thank you @Sunil Raheja for responding, I appreciate your help. ​

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    De'Tishaa Johnson
    Christian Broadcasting Network
    Virginia Beach VA
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    Conference-CRMUG_200x200


  • 4.  RE: Case Licensing & Usage

    SILVER CONTRIBUTOR
    Posted Jul 12, 2019 06:58 AM
    Hi @De'Tishaa Johnson,

    According to the Dynamics 365 Licensing Guide (page 35), and what we have experienced, you need a Customer Service license (CE plan, Enterprise, or Professional) to manage cases (route, resolve, etc.). A team member license will only get you read access to the cases. The only scenarios in which a user with a team member license has CRUD operations for cases is when done through an API or Dynamics portal.

    There may be other ways it's possible to achieve what you're looking for, I'm just not aware of them.

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    Marcus Cadena
    Crow Wing County
    Brainerd, Minnesota
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    Conference-CRMUG_200x200


  • 5.  RE: Case Licensing & Usage

    Posted Jul 12, 2019 12:11 PM
    Hi @Marcus Cadena,

    I figured we would need Customer Service licenses to work the case, but I am wonder what "Cases for Sales" actually offers. I appreciate you sharing your experience, it helps.





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    De'Tishaa Johnson
    Christian Broadcasting Network
    Virginia Beach VA
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    Conference-CRMUG_200x200


  • 6.  RE: Case Licensing & Usage

    SILVER CONTRIBUTOR
    Posted Jul 12, 2019 12:52 PM
    The Dynamics for 365 Sales documentation says "follow service cases". I suspect that means read only access to cases, but am not 100% on that.

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    Marcus Cadena
    Crow Wing County
    Brainerd, Minnesota
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    Conference-CRMUG_200x200


  • 7.  RE: Case Licensing & Usage

    Posted Jul 14, 2019 11:12 PM
    Hi @De'Tishaa Johnson,

    One of the MVP @Steve Mordue mentioned that the Case for Sales is a lightweight case management for salesperson, see here.​ An important keyword used was, to be resolved by themselves, which to me mean the nature of the case would be in the context of a sales e.g. missing parts mentioned in the blog, rather than e.g. complaints or requesting support.

    What I'm unsure of is whether your use case of being able to reassign a case to another team falls into use rights. Also, it seems the Case for Sales use right also only exist on the licensing guide for online deployment and not for on-premise (latest one I can find).

    @Marcus Cadena, just wanted to add on to your comment regarding Team Member's CRUD access to Case via API or Portal, that's the access is in the context of self-service as a client. e.g. lodging a support ticket as a client of the same internet service provider company that the user works for, instead of managing cases (full CRUD) as a call centre agent.

    Hope that helps.


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    Jacky Chen
    Consultant
    Chamonix IT Solutions
    Adelaide
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    Conference-CRMUG_200x200


  • 8.  RE: Case Licensing & Usage

    Posted Jul 22, 2019 11:10 AM
    @Jacky Chen Thank you, it was helpful because the licensing guide does not give specifics as to what a user can or cannot do with Cases for Sales.

    Thanks!​

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    De'Tishaa Johnson
    Christian Broadcasting Network
    Virginia Beach VA
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    Conference-CRMUG_200x200


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