What you need to know about Dynamics 365 Sales and Customer Service licensing

Sep 02, 2020

Did you know that Dynamics 365 Sales and Dynamics 365 Customer Service come with two different license types? Regardless of whether your answer is yes or no, you might not be familiar with the differences between the Professional and Enterprise licenses. So, let’s take a look!

Dynamics 365 Sales Professional or Dynamics 365 Sales Enterprise?

The best way to think of it is that the Professional license type offers core functionalities, while Enterprise gives you those plus extended capabilities. Naturally, Enterprise is the more expensive of the two. Therefore, Professional is more suitable for businesses with simpler sales needs, while the other is for those that need the full package.

Tip: Get Dynamics 365 Sales Professional and/or Customer Service Professional with four months free usage if you activate the apps before June 2021

Neither Dynamics 365 Sales Professional nor Dynamics 365 Sales Enterprise has a user limit. Both Sales licence types let you create and manage the following functionalities and processes in Dynamics 365: Leads, Opportunities, Accounts, Contacts, Activities, Campaigns, Marketing Lists, Products, Price Lists, Quotes, Orders and Dashboards. And of course, both can be easily connected to Outlook, Microsoft Teams, Excel and Power BI. Furthermore, Sales Enterprise has a few other add-ons – such as Sales Insights and access to PowerApps.

Also, Sales Professional is limited to maximum of the following and Enterprise isn’t:

Dynamics 365 sales licences and capabilities

Unlike Enterprise, the Sales Professional license type does not have access to Marketing Campaigns, Embedded Intelligence, Quick Campaigns, Forecasting, Sales Playbooks, Competitors, Sales Goals and Territory Management, Product Taxonomy & Relationships, Hierarchies, Social Engagement/ Gamification.

Tip: Learn more about the capabilities of Dynamics 365 Sales

Last but not least, Sales Professional is licensed for named users only (meaning each employee using the app needs his own personal account), while Sales Enterprise can be licensed for named users or devices.

How about Dynamics 365 Customer Service Professional and Enterprise?

Just like with Dynamics 365 Sales, Customer Service Professional offers the core functionalities of the app, while Enterprise presents more capabilities on top of that. Both come with unlimited user licenses, can be accessed through mobile or tablet, and can be connected to Outlook, Power BI and Excel. Unlike Customer Service Enterprise, however, Customer Service Professional is limited to a maximum of 15 custom entities.

Some functionalities are only available for Enterprise but some can be purchased as add-ons and used with Professional. Customer Insights and PowerApps can be included in Enterprise for free, while Chat for Customer Service and Digital Messaging can be added to that same license for a price. Generally, Customer Voice, Gamification, Unified Service Desk, Advanced find, and Embedded intelligence/AI can only be used with Enterprise, while PowerApps also exist as add-ons for Professional.

Tip: Learn more about the capabilities of Dynamics 365 Customer Service

Even if you’re not feeling ready to commit to an Enterprise license for either Dynamics 365 Sales or Customer Service, we have good news for you: should your CRM requirements increase, upgrading from Professional to Enterprise is a simple, seamless experience.

Looking for more information about Dynamics 365 CRM apps?


Categories: Cloud,CRM

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About the author
Marina Varlyakova
Marina is a dedicated marketing professional, focused on B2B commerce. She has gained more 10-year experience working for investment companies and a Big 4 consultant company. Always ready for new challenges, Marina has gained knowledge in Microsoft management solutions and keeps on exploring the competitive edge they provide to businesses from different industries.