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.
Team Case Customer
Use Rights
Members Management Service
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) 15 max ⚫ ⚫
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 ⚫ ⚫ ⚫
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Team Case Customer
Use Rights
Members Management Service
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 ⚫
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Team Case Customer
Use Rights
Members Management Service
Additional Services and Software
Dynamics 365 - Gamification Fan & Spectator ⚫ ⚫ ⚫
Dynamics 365 - Gamification Player & Admin ⚫
Interactive Service Hub ⚫ ⚫
Microsoft Forms Pro ⚫
Microsoft PowerApps ⚫ ⚫
Timesheet management via Project Web App* ⚫ ⚫
Unified Service Desk ⚫
*Project Web App (PWA) is an online collaborative project, timesheet, and portfolio management solution (includes Timesheet
Management), based on the SharePoint platform
Dynamics 365 Customer Service Availability
Please note, Dynamics 365 Case Management will be available to be deployed in both the public cloud, as well
as the Microsoft Government Cloud available to United States Federal, State, and Local government customers
and government-authorized entities. Additional information about Government Cloud features can be found
here.
Direct (MOSP) Volume Licensing (EA, EA-S, MPSA, EES) Volume Licensing (Open) Cloud Solution Provider
Comm/
Pub Comm/ Pub Comm/ Pub
Comm Edu Charity GCC Edu Charity GCC Edu Charity Pub GCC Edu Charity
Gov't Gov Gov
Gov
Team Members Y Y Y Y Y Y Y N N N N N Y N Y Y
Case Management N N N N N Y Y* N N N N N N N N N
Customer Service Y Y Y Y Y Y Y N N N N N Y N Y Y
*EDU only available in EA, not MPSA
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Appendix A: Change Log
Page Topic Change Action Date
Various Branding Updated Updated application names October 2019
1 Voice of the Customer Updated Replaced with Microsoft Forms Pro October 2019
2-4 Use Rights Updated Updated use rights tables October 2019
© 2019 Microsoft Corporation. All rights reserved.
This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. This information
is provided to help guide your authorized use of products you license; it is not your agreement. Your use of products licensed under your license
agreement is governed by the terms and conditions of that agreement. In the case of any conflict between this information and your agreement, the
terms and conditions of your agreement control. Prices for licenses acquired through Microsoft resellers are determined by the reseller.
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