Licensing Dynamics 365 Customer Service

A Team Members license is assigned to a user who only needs to carry out lightweight tasks in the Customer Service solution – they can’t perform advanced service tasks like dispatching cases or managing queues. Organizations that just need a basic set of resources for their customer service human agents license users with a Customer Service Professional license. When a more sophisticated solution is required, users can be licensed with either Customer Service Enterprise or Customer Service Premium, both of which give access to the full set of Customer Service features. The Customer Service Premium license differs from the Enterprise license in that it includes a full license to Contact Center (Digital + Voice). The Customer Service Enterprise license is available as a user license or a device license, with no difference in the features to which they give access.

The snippet below is the top part of a useful table that you can find in the Dynamics 365 Licensing Guide which helps you to choose the right license for an individual – search for “Customer Service use rights”:

In terms of minimum purchasing requirements, there are no minimums for the Customer Service Professional, Customer Service Enterprise, or Customer Service Premium licenses.