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Dynamics 365 Customer Engagement Licensing
Understanding licensing for Sales, Customer Service, Field Service, and Marketing applications
Customer Engagement Applications Overview
Dynamics 365 Customer Engagement (CE) apps are CRM solutions built on the Microsoft Dataverse platform. They share a common data model, enabling seamless integration across sales, service, and marketing functions.
CE Application Suite
- Dynamics 365 Sales: Opportunity management, forecasting, and sales automation
- Dynamics 365 Customer Service: Case management, knowledge base, and omnichannel support
- Dynamics 365 Field Service: Work orders, scheduling, and mobile workforce management
- Dynamics 365 Marketing: Customer journeys, email marketing, and event management
- Dynamics 365 Customer Insights: CDP and journey orchestration
License Tiers Comparison
Professional
$65 /user/month
- Core application functionality
- Standard entities and processes
- Basic reporting
- Mobile access
- Outlook integration
- Best for standard use cases
Enterprise
$95 /user/month
- All Professional features
- Advanced customization
- Embedded intelligence
- Sales Insights / AI features
- Custom entities
- Power Platform extensibility
Application-Specific Licensing
| Application | Professional | Enterprise | Attach |
|---|---|---|---|
| Sales | $65/user/month | $95/user/month | $20/user/month |
| Customer Service | $50/user/month | $95/user/month | $20/user/month |
| Field Service | - | $95/user/month | $20/user/month |
| Marketing | Contact-based pricing (see below) | ||
Pro Tip: Attach licenses provide a significant discount when users need multiple CE apps. A user with Sales Enterprise ($95) can add Customer Service for just $20/month instead of $95.
Sales Hub Licensing
Sales Professional vs Enterprise
| Feature | Professional | Enterprise |
|---|---|---|
| Lead & Opportunity Management | ✓ | ✓ |
| Account & Contact Management | ✓ | ✓ |
| Product Catalog | ✓ | ✓ |
| Quotes, Orders, Invoices | ✓ | ✓ |
| Sales Forecasting | Basic | Advanced + AI |
| LinkedIn Sales Navigator | - | Integration available |
| Conversation Intelligence | - | ✓ |
| Custom Entities | Limited | Unlimited |
Customer Service Licensing
Additional Service Capabilities
| Add-On | Price | Description |
|---|---|---|
| Digital Messaging | $75/user/month | Chat, SMS, social channels |
| Voice Channel | $75/user/month | Integrated telephony |
| Chat Add-in | $60/user/month | Live chat capability |
Field Service Licensing
Field Service includes unique licensing considerations for mobile workers:
Field Service
$95 /user/month
- Work order management
- Resource scheduling
- Mobile app access
- Asset management
- Inventory tracking
- Route optimization
Field Service Contractor
$50 /user/month
- Limited Field Service access
- Mobile app for contractors
- View assigned work orders
- Update work order status
- No scheduling capabilities
- Third-party workforce
Marketing Licensing
Dynamics 365 Marketing uses contact-based licensing:
| Contacts | Base Price | Notes |
|---|---|---|
| Up to 10,000 | $1,500/month | Base package |
| Additional Contacts | $250/10,000 | Incremental packs |
Important: Marketing licensing includes a limited number of user licenses. Additional Marketing users may require separate licensing.
Team Member Licenses
For users needing limited CRM access:
- Price: $8/user/month
- Capabilities: Read access, update personal records, basic participation
- Limitations: Cannot create most record types, no advanced features
- Best For: Executives viewing dashboards, occasional data viewers
Power Platform Use Rights
All CE licenses include Power Platform capabilities:
- Power Apps: Run apps within Dynamics 365 context
- Power Automate: Create flows with D365 triggers and actions
- Power BI: Embed and view reports (Pro license may be needed for creation)
- Dataverse: Shared database with capacity allocation
Cost Optimization Strategies
1. Use Attach Licenses
- Multi-app users save significantly with attach pricing
- Plan deployments to maximize attach opportunities
- Sales + Service = $95 + $20 instead of $95 + $95
2. Right-Size License Tiers
- Professional for standard sales processes
- Enterprise only when AI/advanced features needed
- Audit feature usage before upgrading
3. Leverage Team Members
- Dashboard viewers don't need full licenses
- Approval-only workflows work with Team Members
- Review actual usage patterns
Additional Resources
Disclaimer: Pricing information is approximate and subject to change. Microsoft pricing varies by region and agreement type. Always verify current pricing with Microsoft or your licensing partner before making purchasing decisions.