Tag Archives: Customer Service

Dynamics 365 Licensing Guide

There’s an updated (November 2021) Dynamics 365 Licensing Guide with three main changes.

Firstly, the initial capacity for a Customer Insights licence now includes 10,000 B2B Accounts, and there’s a new Add-on available for an additional 10,000 B2B Accounts.

Secondly, there’s a new app for the Customer Service module called Voice Channel which is licensed via a User SL for users already licensed with a Customer Service Enterprise licence – see our blog for more details: https://bit.ly/3HUKAra.

And finally, Basic and Standard Edge Scale Unit Add-in and Overage licences are available for  Supply Chain Management; this is a good place to learn about SCM Scale Units: https://bit.ly/3r4TrjI.

Find this latest Licensing Guide here: https://bit.ly/3D0adnq.

Dynamics 365 Voice Channel

Microsoft announce the availability of Dynamics 365 Voice Channel, an additional app for the Customer Service module, helping organisations to offer a continuous, personalised customer experience across all communication channels.

AI plays a big part with AI-based routing of calls to the best skilled agent, automatic transcription and translation of calls for agents, as well as live customer sentiment analysis.

Power Virtual Agent also has a role as a chatbot, or as an Interactive Voice Response (IVR) system allowing customers to select menu choices through the telephone keyboard or their voice response.

From a licensing perspective, it’s licensed via a User SL for users already licensed with a Customer Service Enterprise licence. Alternatively, customers also needing the Digital Messaging app can now buy a combined Digital Messaging and Voice Channel User SL. Voice Channel relies on Intelligent Voicebot Minutes and Call Intelligence Minutes and initial capacity is included in the Voice Channel licences, as well as being available as additional capacity.

Find the announcement here: https://bit.ly/3HGbGlN.

Dynamics 365 Licensing Guide

There’s an updated (February 2021) Dynamics 365 Licensing Guide.

There are a couple of products removed (Customer Service Insights and the Virtual Agent for Customer Service) since they’re not available as standalone products any more, a name change (IoT Intelligence becomes Sensor Data Intelligence Add-in) and a couple of corrections.

Find the updated Licensing Guide here: https://bit.ly/3jdEgin, and refer to the Change Log on page 56 for detail on the changes.

Dynamics 365 Business Central Licensing Guide

There’s an updated (April 2020) Dynamics 365 Business Central Licensing Guide.

The main change is the inclusion of the Sales and Customer Service Professional Attach licences that may be acquired and assigned to either Business Central Essentials or Premium users. Find this detailed on pages 2 and 13. As usual there’s a full Change Log on page 14.

Find this updated guide here: https://bit.ly/D365BCLGApr2020

Dynamics 365 Licensing Guide

There’s an updated (January 2020) Dynamics 365 Licensing Guide. The main change is an update for the recently announced Dynamics 365 Virtual Agent for Customer Service on page 18 – see our blog for more details: http://bit.ly/LSBlogD365VACS.

There’s also confirmation added on page 21 that Asset Management for up to 100 assets is included in the base Supply Chain Management capability. Find this guide here: http://bit.ly/D365LGJan2020.

Dynamics 365 Virtual Agent for Customer Service

Microsoft announce Dynamics 365 Virtual Agent for Customer Service. This offering combines Power Virtual Agents and Dynamics 365 Customer Service Insights enabling organisations to create no-code chatbots having identified the most common support issues facing their customers. The announcement is here: http://bit.ly/2FFBDTp, and pricing at $1,100 per tenant per month is confirmed on the product page here: http://bit.ly/2RdCArs.

Dynamics 365 Licensing Guide

There’s an updated (July 2019) Dynamics 365 Licensing Guide with two main changes. Firstly, the addition of the Customer Service Chat Add-on – a User SL which is added on to the Customer Service Enterprise User SL to help agents engage in real-time with customers to resolve issues faster. And secondly, the addition of Forms Pro – a product that enables organisations to collect feedback from customers and employees and to gain actionable insights from the results. It’s licensed per tenant and many Dynamics 365 licences include 2,000 survey responses per month. Check out our blog post for the full Forms Pro licensing story: http://bit.ly/2Sgaqwb.

Find this Licensing Guide here: http://bit.ly/MSLicensingGuides.