Included entitlements for other apps

Overview

When an organization is licensed for Dynamics 365 Customer Service, they automatically become entitled for other capabilities. If this proves insufficient, they may purchase additional capacity. Find the capacities below documented in the Dynamics 365 Licensing Guide by searching for “Customer Service is available”.

Customer Service Agents

A Dynamics 365 Customer Service Professional/Enterprise/Premium license entitles access to the following Agents:

• Case Management Agent
• Customer Intent Agent
• Customer Knowledge Management Agent
• Quality Evaluation Agent

Note that use of these Agents also consumes Copilot Credits.

Copilot Credits

A Dynamics 365 Customer Service Premium license includes the following capacity per user per month, accrued at the tenant level:

• 1,000 Copilot Credits

Find information on the allocation of Copilot Credits in the Dynamics 365 Licensing Guide by searching for “and Copilot Credits Overview”.

Customer Voice

A Dynamics 365 Customer Service Enterprise/Customer Service Premium license includes the following default capacity per user per month:

• 2,000 Customer Voice responses

Note that the Dynamics 365 Customer Service Premium license includes this entitlement since it includes Customer Service Enterprise and all its capacity entitlements. See the Dynamics 365 Licensing Guide and search for “This license includes Customer Service Enterprise”.

Further capacity is added via the Dynamics 365 Customer Voice Additional Responses license which adds a further 1,000 responses per tenant per month for each license purchased. These additional Customer Voice responses are enforced annually, so a customer can use 12 x 1,000 = 12,000 responses at any time in the year. Any unused responses to not carry over to the next year. Note that this license doesn’t appear in the Product Terms, but you can find it on a price list or in the Dynamics 365 Licensing Guide by searching for “additional response packs”.

Copilot Service Workspace

A Dynamics 365 Customer Service Enterprise/Customer Service Premium license includes rights to the Copilot Service Workspace app.

Dynamics 365 Contact Center

A Dynamics 365 Customer Service Premium license includes a full Contact Center (Digital + Voice) license with all its capacity entitlements.

History

To support the adoption of pre-built AI Agents, Microsoft added 1,000 Copilot Credits to certain Dynamics 365 licenses (as above) from November 25, 2025.

Microsoft announced in October 2024 that from February 2025 new customers with Customer Service Enterprise licenses would not see the Customer Service Hub app, only the newer Customer Service workspace app. In March 2025 they announced a rebranding of this app (along with Contact Center workspace) to Copilot Service Workspace.

Historically, Unified Service Desk has been part of the Customer Service solution to enable organizations to quickly build applications for call centers so that human agents can get a unified view of customer data. Beginning April 1, 2026, Unified Service Desk will be deprecated, and organizations should move to Copilot Service Workspace.

Microsoft changed the Customer Voice responses entitlement from per tenant to per user – see the August 2024 Licensing Guide.