Microsoft

Dynamics 365
Licensing Guide
Table of Contents
What’s new in this licensing guide ................................................................................................................................................ 1
How to buy Dynamics 365 ................................................................................................................................................................ 2
Licensing Programs............................................................................................................................................................................................. 2
International Availability ................................................................................................................................................................................... 3
Minimum License Purchase Requirements ............................................................................................................................................... 3
How to use Dynamics 365 ................................................................................................................................................................ 4
Licensing Requirements for Internal Users ............................................................................................................................................... 4
Licensing Requirements for External Users .............................................................................................................................................. 5
Multiplexing ........................................................................................................................................................................................................... 6
Dual Use Rights .................................................................................................................................................................................................... 7
Dynamics 365 Purchase Options .................................................................................................................................................... 9
Dynamics 365 Additional Users Subscriptions ......................................................................................................................... 9
Dynamics 365 for Team Members ............................................................................................................................................................... 9
Dynamics 365 Operations - Activity ......................................................................................................................................................... 10
Dynamics 365 Application User Subscriptions ...................................................................................................................... 11
Dynamics 365 for Sales .................................................................................................................................................................................. 11
Dynamics 365 for Marketing ....................................................................................................................................................................... 13
Dynamics 365 for Customer Service ......................................................................................................................................................... 14
Dynamics 365 for Field Service ................................................................................................................................................................... 16
Dynamics 365 for Project Service Automation ..................................................................................................................................... 17
Dynamics 365 for Finance and Operations ............................................................................................................................................ 17
Dynamics 365 for Retail ................................................................................................................................................................................. 17
Dynamics 365 for Talent ................................................................................................................................................................................ 18
Dynamics 365 Plan Subscriptions ............................................................................................................................................... 19
Dynamics 365 Customer Engagement Plan .......................................................................................................................................... 19
Dynamics 365 Unified Operations Plan ................................................................................................................................................... 20
Dynamics 365 Plan ........................................................................................................................................................................................... 20
Microsoft Relationship Sales solution ....................................................................................................................................... 20
Tiered Pricing ...................................................................................................................................................................................... 21
Dynamics 365 Device Subscriptions .......................................................................................................................................... 22
Customer Engagement Plan Business Applications ........................................................................................................................... 22
Dynamics 365 Operations - Device SL..................................................................................................................................................... 22
Additional Services and Software ............................................................................................................................................... 23
Microsoft Social Engagement ..................................................................................................................................................................... 23
Unified Service Desk for Microsoft Dynamics 365 .............................................................................................................................. 24
Interactive Service Hub .................................................................................................................................................................................. 24
Voice of the Customer for Microsoft Dynamics 365 ......................................................................................................................... 24
Dynamics 365 Mobile Offline ...................................................................................................................................................................... 24
Dynamics 365 - Gamification....................................................................................................................................................................... 24
Dynamics 365 Default Subscription Capacities ..................................................................................................................... 25
Customer Engagement Plan Business Applications ........................................................................................................................... 25
Dynamics 365 Unified Operations Plan Applications ........................................................................................................................ 26
Microsoft Power Platform .............................................................................................................................................................. 28
Microsoft Power BI in Dynamics 365 ......................................................................................................................................... 29
Dynamics 365 Trial and Implementation ................................................................................................................................. 29
Free Trial ............................................................................................................................................................................................................... 29
Development and Testing with Visual Studio subscriptions .......................................................................................................... 30
Lifecycle Services .............................................................................................................................................................................................. 30
Dynamics 365 Service Support .................................................................................................................................................... 30
Subscription Support Plan ............................................................................................................................................................................ 31

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 Enhanced Support Plan .................................................................................................................................................................................. 31
Professional Direct Services ......................................................................................................................................................................... 31
Enterprise Solutions - Premier Support Services .................................................................................................................. 31
Additional Resources ....................................................................................................................................................................... 32
Appendix A: Custom Entities......................................................................................................................................................... 33
Appendix B: Customer Engagement Plan Applications ..................................................................................................... 34
Appendix C: Dynamics 365 Unified Operations Plan Security Roles by User SL Level .......................................... 37
Appendix D: Operations Customization and Licensing Requirements ........................................................................ 44
Appendix E: Dynamics 365 Add-ons.......................................................................................................................................... 46
Customer Engagement Plan Business Applications ........................................................................................................................... 46
Unified Operations Plan Applications ...................................................................................................................................................... 49
Appendix E: Support Policies ........................................................................................................................................................ 53
Appendix F: Change Log ................................................................................................................................................................ 54
Appendix H: Team Members License for Existing Customers ......................................................................................... 55

Dynamics 365 Licensing Guide | October 2018

 Using This Guide
Use this guide to improve your understanding of how to license Microsoft Dynamics 365. Microsoft
Dynamics 365 evolves Microsoft’s current CRM and ERP cloud solutions into one cloud service with new
purpose-built applications to help manage specific business functions. Dynamics 365 applications are
designed so they can be easily and independently deployed. A customer can start with what they need,
yet the applications work together so, as the business demands, the customer can adopt additional
capabilities with ease.
This document does not apply to Microsoft Dynamics 365 on-premises, Microsoft Dynamics 365 for
Operations on-premises, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL,
Microsoft Dynamics AX 2012 or prior versions, or Microsoft Dynamics CRM 2016 or prior versions. This
guide also does not apply to the Microsoft Dynamic CRM Online or Microsoft Dynamics AX online
services. This guide is not intended to influence the choice of Microsoft Dynamics products and services.
The examples presented in this guide are illustrative. Microsoft reserves the right to review or update this
document at any time without notice.
Legacy online customers should refer to the applicable licensing guide for details on their entitlements
and use rights, including benefits derived from Dynamics 365 licenses.
• Dynamics CRM Online Licensing Guide
• Dynamics AX Licensing Guide
This document applies for users licensed with Dynamics 365 licenses.
For help determining the right technology solution for any given organization, including the license
requirements for a specific product or scenario, consult with your Microsoft account team or your
Dynamics Certified Partner.
This guide does not supersede or replace any of the legal documentation covering use rights.

What’s new in this licensing guide

This licensing guide was updated to reflect licensing updates and new online service offerings as of October
2018.

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 Introduction to Dynamics 365
Dynamics 365 is the next generation of intelligent business applications in the cloud. Dynamics 365 unifies
CRM and ERP capabilities by delivering new purpose-built applications to help manage specific business
functions, including Dynamics 365 for Sales, Dynamics 365 for Marketing, Dynamics 365 for Customer
Service, Dynamics 365 for Field Service, Dynamics 365 for Project Service Automation, Dynamics 365 for
Finance and Operations, Dynamics 365 for Retail, and Dynamics 365 for Talent. Designed to be
personalized, enable greater productivity, deliver deeper insights and adapt to business needs, Dynamics
365 applications help businesses accelerate digital transformation to meet the changing needs of
customers and capture the new business opportunities of tomorrow.
Figure 1: Dynamics 365 Plan Overview

How to buy Dynamics 365

Licensing Programs
Dynamics 365 is licensed through the Microsoft Volume Licensing and the Cloud Solution Provider
program (CSP). In Volume Licensing, Dynamics 365 is available through:
• Enterprise Agreement
• Enterprise Agreement Subscription
• Service and Cloud Enrollment
• Enrollment for Education Solutions (under the Campus and School Agreement)
• Microsoft Dynamics Online Government (except Dynamics 365 Unified Operations Plan, Dynamics
365 Unified Operations - Activity and Dynamics 365 Plan)
• Microsoft Products and Services Agreement (MPSA)
• Microsoft Online Subscription Program (MOSP) (except Dynamics 365 Unified Operations Plan,
Dynamics 365 Unified Operations - Activity and Dynamics 365 Dynamics 365 Plan)

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 Mixing of licenses across different licensing programs on a single tenant is not recommended and could
lead to incompatible subscriptions. As previously stated, MPSA licenses may be mixed with EA licenses if
short term subscriptions are required.
Participating in a Volume Licensing program typically involves signing an agreement and/or enrollment,
meeting a minimum purchase requirement, and ordering licenses through a Microsoft Reseller. Visit the
Microsoft Volume Licensing website to learn more about how to buy through Volume Licensing, find a
reseller partner, and more.

International Availability
Country, language, and localization availability for Dynamics 365 is available here.

Minimum License Purchase Requirements

Dynamics 365 Customer Engagement Plan
To activate the paid subscription, new customers enrolling in Dynamics 365 for Customer Engagement
Plan Business Applications on the Academic price list must purchase a minimum of 20 full user licenses:
• Dynamics 365 Plan
• Customer Engagement Plan
• Dynamics 365 for Sales
• Dynamics 365 for Customer Service
• Dynamics 365 for Field Service
• Project Service Automation
The 20-license minimum license requirement does not apply to existing Academic customers who have
previously enrolled on or before October 31, 2016, but these customers are required to maintain at least a
5-seat minimum in accordance with the prior program requirements.

Dynamics 365 Customer Engagement Add-ons

• Microsoft Relationship Sales solution Plus and Microsoft Relationship Sales: 10-license
minimum
• Dynamics 365 for Marketing Additional Contacts: To activate the additional contact packs,
customer must meet the minimum purchase requirements
o Dynamics for Marketing Additional Contacts Tier 3: 2 packs
o Dynamics for Marketing Additional Contacts Tier 4: 5 packs
o Dynamics for Marketing Additional Contacts Tier 5: 10 packs
o All other additional contact packs have no minimum purchase

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 Dynamics 365 Unified Operations Plan

Dynamics 365 Unified Operations Add-ons

• Talent comprehensive hiring: to get the entitlements included with the Talent comprehensive
hiring add-on, customers must satisfy:
o The 5-seat minimum purchase requirement for the Talent application (standalone, Unified
Operations plan, or Dynamics 365)
o Sufficient number of Talent comprehensive hiring (100 employee pack) add-ons to meet or
exceed the number of employees on payroll (e.g. 1500 employees = 15 Tier 2 packs)

How to use Dynamics 365

Licensing Requirements for Internal Users
Customers must purchase Subscription Licenses (SLs) for their organization or their affiliates’ employees
and on-site agents, vendors or contractors who directly or indirectly access the Dynamics 365 solution.
Dynamics 365 has two types of SLs:
(i) User SLs are assigned on a “named user” basis, meaning each user requires a separate User SL;
User SLs cannot be shared but an individual with a User SL may access the service through
multiple devices.
(ii) Device SLs are assigned to license a device.
a. With the Customer Engagement Plan Business Application Device SL any number of users can
use the licensed device with a shared login, such as ‘[email protected]’ without the need
for separate User SLs. Individual users cannot be tracked as they all share one login. Customer
Engagement Plan device licenses are full devices – they include the same rights as the
equivalent user license.
b. With the Dynamics 365 Unified Operations - Device SL any number of users can access a
licensed device with individual logins without the need for separate User SLs. The Operations
device is a limited license with a subset of Unified Operations capabilities.

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 Since Dynamics 365 may be licensed with User or Device SL, only the user or the device requires a SL, but
not both. If the user of a device is licensed with a User SL, then the device does not need a Device SL.
Likewise, if the device is licensed with a Device SL, then the user does not need a User SL. Customers can
mix both User and Device SLs.
Subscription duration requirements are determined by the licensing program under which a SL is licensed.
Short term subscriptions are available exclusively through the MPSA licensing program. More information
on MPSA is available here.
The User and Device SL grants users non-perpetual rights (with no buy-out rights) to the use of the
Dynamics 365 service. As long as you are current on your subscription payments and adhere to the
Product Terms and the Online Service Terms, you will have access to the most up-to-date version of
Dynamics 365.
Figure 2: Basic licensing requirements for Dynamics 365

The subscription licenses include access rights to the default Dynamics 365 instances included in the
subscription account, and every additional Dynamics 365 instance (production or non-production)
associated with the same Azure AD tenant. For more information on Azure AD tenants, please see here.

Licensing Requirements for External Users

External users are end customers and third-party users of the organization or its affiliates and do not
require SLs to access Dynamics 365. External user access is included with the organization’s internal user
SLs. Customer Engagement Applications graphical user interfaces may not be accessed by external users.
In addition, external users include off-site vendors not on an employee-like relationship with the
organization or its affiliates (e.g. IT help desk support vendors serving multiple customer organizations).
However, external user access does not extend to the customer or the customer’s affiliate’s contractors,
vendors, or agents providing business processes on the customer’s behalf or using Dynamics 365 to
manage any portions of their business. In this sense, the customer may not use Dynamics 365 to provide
business process outsourcing services to its clients.
Microsoft Social Engagement, a service included as part of select Dynamics 365 licenses, does not
distinguish between internal and external users. You must license external users, as well as, internal users
who will access services with a Dynamics 365 license.

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 Figure 3: Internal vs. external users

Multiplexing
Multiplexing refers to the use of hardware or software that a customer uses to pool connections, reroute
information, or reduce the number of devices or users that directly access or use the Dynamics 365
service. Multiplexing does NOT reduce the number of SLs of any type required to access the Dynamics
365 service. Any user or device that accesses the Dynamics 365 service —whether directly or indirectly—
must be properly licensed.
Dynamics 365 SLs are required for users or devices that directly input, query, or view data from the
Dynamics 365 service. Similarly, Dynamics 365 SLs are required for users or devices that input data into,
query, or view data from the Dynamics 365 service through a pooling device. Pooled connections use a
non-interactive user account in Dynamics 365 that can access the system but only via the web service
layer. Internal users and devices accessing Dynamics 365 data indirectly through a portal or via an API to a
separate service such Microsoft Outlook must also be properly licensed, regardless of if they are set up as
a Dynamics 365 user in the service, for example:
• Internal users and devices access Dynamics 365 data indirectly through a PowerApps must still be
properly licensed for Dynamics 365
• Any user or device that accesses the service, files, data, or content provided by the service that is
made available through an automated process requires a Dynamics 365 SL
• The number of tiers of hardware or software between the Dynamics 365 service and the user or
devices that ultimately use its data, services, or functionality does not affect the number of SLs
required.
For qualifying indirect transaction types, the Operations Order Lines SKU may also be used to license
indirect access scenarios such that a user or device license is not required. Please see the Order Lines
section for more details.
For additional information about multiplexing refer to the Microsoft Volume Licensing Brief
Multiplexing—Client Access License (CAL) Requirements.
Note: Licensed users may manually rekey information (when coming from non-licensed users) into the Dynamics 365
service. This scenario is not considered multiplexing.

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 Figure 4: Multiplexing

Dual Use Rights

One of the advantages of Dynamics 365 is dual use rights. This allows customers the option to deploy the
server software either in Microsoft’s cloud or in a private on-premises or partner-hosted cloud. In some
cases, customers may want to deploy both types of instances simultaneously. This might be done to help
with migrating a Dynamics 365 on-premises deployment to Dynamics 365, running private Dev/Test
deployments in Microsoft Azure. With Dual Use Rights, Dynamics 365 users licensed with the required
User SL do not need to acquire CALs to access Server instances.
Users or devices licensed with Dynamics 365 SLs have use rights equivalent to a CAL for the purpose of
accessing equivalent on-premise workloads. With Dynamics 365 the server license is included with the
SLs. For the Unified Operations Plan and applicable Unified Operations applications, this is the Dynamics
365 for Operations Server and for the Customer Engagement Plan Business Applications this is the
Dynamics 365 on-premises Server. Customers may use downgrade rights to deploy an earlier version of a
server, however, downgrade rights are limited to Dynamics AX 2012 R3 Server for Dynamics 365 for
Operations Server, and Dynamics CRM 2016 for Dynamics Customer Engagement Server. Licenses for all
supporting servers (e.g., Windows Server and CAL(s)) must be obtained separately.
Users or devices licensed with the following SLs may access the on-premise Dynamics 365 Server software
provided via dual use rights:
• Dynamics 365 Plan
• Dynamics 365 Customer Engagement Plan
• Dynamics 365 for Sales Enterprise
• Dynamics 365 for Customer Service Enterprise
• Dynamics 365 Team Members
Users or devices licensed with the following SLs may access the on-premise Dynamics 365 Server software
provided via dual use rights:
• Dynamics 365 Plan
• Dynamics 365 Unified Operations Plan
• Dynamics 365 for Retail
• Dynamics 365 Unified Operations - Device
• Dynamics 365 Team Members
Access to the Dynamics 365 for Operations Server software provided via dual use rights is exclusive to
those users assigned a qualifying Dynamics 365 SL and External Users and not provided for users licenses
with on-premises CALs.

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 Figure 5: Dual Use Rights

Field Service on-premises functionality is available for Dynamics 365 Field Service license or a plan that includes the Field Service
application

Figure 6: Dual Use Rights Mapping

Dual Use Rights included with Dynamics 365 SLs are non-perpetual and will expire when the cloud
subscription expires.
Dynamics CALs have no reciprocal rights to access functionality provided exclusively to Dynamics 365
User SLs, nor do Dual Use Rights imply equivalent capabilities between Dynamics CALs and Dynamics 365
SLs.
Customers who have purchased Dynamics 365 and are entitled to On-Premises software can obtain their
software as follows. Volume Licensing: Volume Licensing Service Center (VLSC), Cloud Solution Provider
Program: PartnerSource, Microsoft Online Subscription Program: CustomerSource. Registration may be
required. For more information regarding on-premises licensing, see Microsoft Dynamics 365 On-
premises and Microsoft Dynamics 365 for Operations, on-premises licensing guides.

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 Dynamics 365 Purchase Options
Dynamics 365 simplifies licensing of business applications. The primary licensing is by User SLs, which are
assigned on a “named user” basis, meaning each user requires a separate User SL named user
subscription. The Dynamics 365 user subscriptions classify users into two types, “full users” and “additional
users”.
Figure 7: User Types

Full users are the users whose work requires use of the feature rich business applications functionality.
Examples of full users are sales people, customer service representatives, finance employees, controllers
and supply chain managers. These users have also been referred to in the past as Professional users or
Power Users. These full users are licensed with a Dynamics 365 Plan, or Dynamics 365 application
subscription (not including Dynamics 365 for Talent).
Additional users often represent a large percentage of users in an organization and may consume data
or reports from line of business systems, complete light tasks like time or expense entry and HR record
updates or be heavier users of the system, but not require full user capabilities. These additional users are
licensed with Dynamics 365 Team Members, Dynamics 365 for Operations - Activity or Dynamics 365 for
Talent subscriptions.
Device licenses are also available for shared device scenarios. See the Device Subscription License section
for more information.

Dynamics 365 Additional Users Subscriptions

Dynamics 365 for Team Members
The Dynamics 365 for Team Members subscription is a named user subscription designed for users who
are not tied to a particular function, but who require basic Dynamics 365 functionality. This license entitles
the user to light weight access through designated scenarios built into Team Members experience. The
Team Members subscription does not provide access to custom applications and is not intended for
scenarios beyond those listed in Appendix B.
The Team Members User SL enables users to read Dynamics 365 data generated from Dynamics 365
Unified Operations and Dynamics 365 Customer Engagement Applications and Plans. Full access to these
applications is governed through Dynamics 365 Application User and Dynamics 365 Plan User
subscription, as described above. Note, at least one full Dynamics 365 user must be assigned to the
tenant to administer and configure the individual Team Members applications. A Plan subscription is the

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 most cost-effective option to provide ultimate flexibility for a user to administer and configure more than
one Dynamics 365 application.
The Dynamics 365 Team Members User SL grants a user access to participate in a limited specific set of
functionalities, as defined below, from the applications and plans.
Dynamics 365 for Team Member use rights for Dynamics 365 Customer Engagement Plan Applications
The Team Members User SL grants a user the following Dynamics 365 for Sales, Dynamics 365 for
Customer Service, Dynamics 365 for Field Service, or Dynamics 365 for Project Service Automation rights
for their own use and not for, or on behalf of, other individuals:
(i) Create, view, update, and delete contacts, activities, tasks, and notes access to contacts, activities,
tasks and notes
(ii) Record time and expense for Dynamics 365 for Project Service Automation, and apply for projects
(iii) Update personal employee information
(iv) User reporting and dashboards
(v) Participate as an end-consumer of Dynamics 365 services such as responding to surveys
(vi) A Team Members application module may not be customized with more than 15 custom entities
available to the Dynamics 365 Team Members users can be customized against a maximum of up
to 15 custom entities*
*Customization is only allowable as long as it does not result in a change to core purpose of the specified scenario

Reference Appendix B for a detailed list of the Dynamics 365 Customer Engagement Team Members use
rights.
Dynamics 365 for Team Members use rights for Dynamics 365 Unified Operations Plan Applications
The Team Members SL grants a user the following Dynamics 365 for Finance and Operations, Dynamics
365 for Retail and Dynamics 365 for Talent rights for their own use and not for, or on behalf of, other
individuals:
(i) To record any type of time
(ii) To record any type of expenses
(iii) Manage personal employee information
(iv) Manage direct employee and candidate activities for hiring, onboarding, and human resources
(v) Create requisitions
(vi) Create or edit the items related to the following capabilities: quality control and departmental
budgets
(vii) Approval of time, expense, invoices
Reference Appendix C for a detailed list of the Dynamics 365 Unified Operations Team Members use
rights.

Dynamics 365 Operations - Activity

The Dynamics 365 Unified Operations - Activity subscription is a named user subscription intended for
users who may be heavy users of the application, but do not require the use rights of a full user. Dynamics
365 Unified Operations - Activity use rights include all Dynamics 365 Team Member user rights as well as
the right to:
(i) Approve all Activity related transactions
(ii) Create or edit the items related to warehousing, receiving, shipping, orders, vendor maintenance,
and all budgets
(iii) Operate a Point-of-Sale (POS) device, store manager device, shop floor device, or warehouse
device.

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 Please review Appendix C for a list of the out of the box Dynamics 365 Unified Operations Plan roles and
associated user types.

Dynamics 365 Application User Subscriptions

Application subscriptions are named user subscriptions where a user is licensed only for one individual
application. This is largely how business applications have traditionally been licensed. Application
subscriptions also include use rights to PowerApps for mobile app creation and use against Dynamics 365
data. For more information on Microsoft PowerApps, please see Business Applications Platform section.
Dynamics 365 has the following applications:
• Dynamics 365 for Sales
• Dynamics 365 for Marketing
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation
• Dynamics 365 for Finance and Operations
• Dynamics 365 for Retail
• Dynamics 365 for Talent

Dynamics 365 for Sales

For your sales team, Dynamics 365 for Sales provides licensed users with access to core Salesforce
automation capabilities such as:
(i) Lead and opportunity management
(ii) Products and price lists management
(iii) Quotes, orders and invoices management
(iv) Sales group management functionality
(v) Case for Sales
Each Dynamics 365 for Sales Enterprise User SL also includes rights:
(i) Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Microsoft Dynamics 365 - Gamification
(iv) Microsoft PowerApps Plan 2
Customers may choose what level of functionality is appropriate for their business with two solution
options for licensing Microsoft Dynamics 365 for Sales: Dynamics 365 for Sales Enterprise and Dynamics
365 for Sale Professional. These two services are not meant to be combined within an organization.
The Sales Enterprise and Sales Professional application modules may not be deployed on the same
instance; however, they may be deployed on the same tenant (e.g. when a subsidiary sales organization
has less complex sales force needs than parent organization). Customers may mix and match Enterprise
licenses (e.g. Customer Engagement Plan or Enterprise Applications) with Sales Professional on the same
tenant. A user with Sales Professional license is licensed only for that application and therefore may not
directly or indirectly access another instance with Sales Enterprise application. Conversely, as Sales
Enterprise includes Sales Professional capabilities, a Sales Enterprise user may access the Sales
Professional instance. However, the functionality in the Sales Professional application will still be limited to
the Sales Professional features.

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 Figure 8: Instance separation

Dynamics 365 for Sales Professional

Dynamics 365 for Sales Professional is for customers who have simpler needs for their sales force
automation solution:
(i) Opportunity management
(ii) Sales planning
(i) Performance management
(ii) Limited customization*
*Each of the specific functionalities available to the Dynamics 365 Sales Professional user can be customized against
a maximum of up to 15 custom entities

Dynamics 365 for Sales Enterprise

Dynamics 365 for Sales Enterprise goes beyond core sales force automation and meets the needs of
more complex sales processes. In addition to all the functionality available in the Dynamics 365 for
Sales Professional User SL, Dynamics 365 for Sales Enterprise User SL includes rights:
(i) Advanced customization and extensibility
(ii) Embedded intelligence features
(iii) Advanced sales force automation
(iv) Unified Service Desk for Dynamics 365
(v) Microsoft Social Engagement
(vi) Voice of the Customer for Microsoft Dynamics 365
(vii) Dynamics 365 – Gamification
(viii) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Sales
Enterprise application.

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 For a detailed view of the use rights associated with Dynamics 365 Sales, refer to Appendix B.

Dynamics 365 for Marketing

The Marketing application is licensed per organization and is based on contacts in the database. There is
no purchase requirement for user licenses. The administrator will be able to assign user licenses through
the admin portal for users that need access to the Marketing application. Since Marketing is an
organization-based license, customers may install, use, and configure one Dynamics 365 for Marketing
application with only one Dynamics 365 instance.
Customer Engagement entitlements are at the tenant level and not included in the Dynamics 365 for
Marketing with Customer Engagement Plan, Dynamics 365 for Marketing with Customer Engagement
Application, or the Marketing Additional application. Customers get these entitlements with their
Dynamics 365 Customer Engagement plan and/or application.
Dynamics 365 Customer Engagement capacity add-ons are not included with the Dynamics 365 for
Marketing with Customer Engagement Plan, Dynamics 365 for Marketing with Customer Engagement
Application, or the Marketing Additional application. If the customer needs an additional portal or
additional production and non-production instance, they may purchase at an additional cost.
Figure 10: Marketing Applications

Dynamics 365 Customer Engagement Customers

Dynamics 365 for Marketing with Customer Engagement Plan
Customers with at least 10 seats of Dynamics 365 Customer Engagement Plan and/or Dynamics 365
Plan receive one Marketing Application instance and an entitlement of 2K contacts. Customers who
need more than the included 2K contacts, are required to purchase the 8K "Additional Contacts" pack
BEFORE purchasing the “Additional Contacts” (5K) pack or the “Additional Contacts” (50K) tier packs.

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 Dynamics 365 for Marketing with Customer Engagement Application
Customers with less than 10 seats of Dynamics 365 Customer Engagement Plan and/or Dynamics 365
Plan may purchase Dynamics 365 for Marketing with Customer Engagement Application. The base
package of Marketing includes 1 Marketing Application instance and an entitlement of 10K contacts.
Only one of the “base package” with 10K contacts may be purchased.

New Marketing Customers

Dynamics 365 for Marketing Only Application
Customers who have no Dynamics 365 Customer Engagement applications may purchase the
Dynamics 365 for Marketing Only Application. With this application, customers get Microsoft Social
Engagement, Voice of the Customer for Microsoft Dynamics 365, 1 Portal, and storage (1GB)
instance. The Dynamics 365 for Marketing standalone application is the only Marketing application
that includes the Dynamics 365 Customer Engagement entitlements, as these same entitlements are
included with the Customer Engagement Plan and/or applications when licensing Dynamics 365 for
Marketing with Customer Engagement Plan or Dynamics 365 for Marketing with Customer
Engagement Application.

Dynamics 365 for Marketing Customers

Dynamics 365 for Marketing Additional Application
Dynamics 365 for Marketing customers who need an additional Marketing application for non-
production use or for a separate instance, may purchase the Marketing Additional Application. With
this application, customers get 1 instance of the Marketing Application, contacts are pooled at the
tenant level, and not included with this application.

Dynamics 365 for Marketing Marketable Contacts

“Marketable contacts” is based on the contacts used for a marketing activity. Marketing activity
includes any contact or engagement via Marketing emails, landing pages, forms, LinkedIn integration,
events, surveys and any other custom channel. Dynamics 365 for Marketing currently enables
customers to market to their contacts, leads and opportunities that are associated/linked to a contact
record in their database. Visit this help documentation to learn more. To understand how to transact
tiered pricing refer to the Tier Pricing section.
For a detailed view of the use rights associated with Dynamics 365 Marketing, refer to Appendix B.

Dynamics 365 for Customer Service

Dynamics 365 for Customer Service is the recommended choice for your customer support teams. It
provides licensed users with access to core customer service capabilities including:
(i) Leads (create only)
(ii) Case Management
(iii) Interactive Service Hub
(iv) Unified Service Desk for Microsoft Dynamics 365
(v) SLAs and Entitlements
Each Dynamics 365 for Customer Service Enterprise User SL also includes rights:
(i) Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Microsoft Dynamics 365 - Gamification
(iv) Microsoft PowerApps Plan 2

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 Customers may choose what level of functionality is appropriate for their business with two solution
options for licensing Microsoft Dynamics 365 for Customer Service: Dynamics 365 for Customer Service
Enterprise and Dynamics 365 for Customer Service Professional.
The Customer Service Enterprise and Customer Service Professional application modules may not be
deployed on the same instance; however, they may be deployed on the same tenant (e.g. when a
subsidiary customer service organization has less complex needs than parent organization). Customers
may mix and match Enterprise licenses (e.g. Customer Engagement Plan or Enterprise Applications) with
Customer Service Professional on the same tenant. A user with Customer Service Professional license is
licensed only for that application and therefore may not directly or indirectly access another instance with
Customer Service Enterprise application. Conversely, as Customer Service Enterprise includes Customer
Service Professional capabilities, a Customer Service Enterprise user may access the Customer Service
Professional instance. However, the functionality in the Customer Service Professional application will still
be limited to the Customer Service Professional features.

Figure 11: Instance separation

Figure 12: Mix and match deployment

Dynamics 365 for Customer Service Professional

Dynamics 356 for Customer Service Professional is for customers with less complex service scenarios
who need streamlined capabilities to provide core support functionality:
(i) Leads (create only)
(ii) Case Management
(iii) Interactive Service Hub
(iv) SLAs and Entitlements
(v) Microsoft Social Engagement
(vi) Limited customization*
*Each of the specific functionalities available to the Dynamics 365 Customer Service Professional user can be
customized against a maximum of up to 15 custom entities

Dynamics 365 for Customer Service Enterprise

Dynamics 365 for Customer Service Enterprise goes beyond core support functionality and meets the
needs of more complex customer service processes. In addition to all the functionality available in the
Dynamics 365 for Customer Service Professional User SL, Dynamics 365 for Customer Service

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 Enterprise User SL includes rights:
(i) Embedded intelligence
(ii) Unified Service Desk for Microsoft Dynamics 365
(iii) Voice of the Customer for Microsoft Dynamics 365
(iv) Dynamics 365 – Gamification
(v) Portal
(vi) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Customer
Service Enterprise application.

For a detailed view of the use rights associated with Dynamics 365 Customer Service, refer to Appendix B.

Dynamics 365 for Field Service

Dynamics 365 for Field Service is the recommended choice for your field-based service teams, leveraging
tight integration between Dynamics 365 for Customer Service case management capabilities and field
service work orders to deliver business process driven, best in class field service management. It provides
licensed users with access to:
(i) Field service capabilities including work order management
(ii) Schedule
(iii) Dispatch
(iv) Routing capabilities
(v) Repairs and returns management
(vi) Inventory management.
Each Dynamics 365 for Field Service User SL also includes rights to:
(i) Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Dynamics 365 Mobile Offline
(iv) Microsoft Dynamics 365 - Gamification
(v) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Field Service
application.
This User SL also includes the latest version of Field Service Mobile, a Microsoft application that is
specifically designed for Dynamics 365 for Field Service, distinct from the Dynamics CRM Mobile Client
application. The Field Service Mobile application will no longer limit Field Service custom entities to 10,
unlike Field Service Mobile (2016) and Field Service Mobile (2017) applications, which continue to have a
maximum of 10 Field Service custom entities limit.

Dynamics 365 Licensing Guide | October 2018 P a g e | 16

 For a detailed view of the use rights associated with Dynamics 365 Field Service, refer to Appendix B.

Dynamics 365 for Project Service Automation

Dynamics 365 for Project Service Automation is designed for professionals who manage projects and the
associated customer engagement process end-to-end. This provides licensed users with capabilities
required for:
(i) Setting up a project organization
(ii) Engaging with customers
(iii) Project scheduling and costing
(iv) Managing and approving time and expense
(v) Closing projects
Each Dynamics 365 for Project Service Automation Service User SL also includes rights to:
(i) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Project Service
Automation application.
This User SL also includes the Microsoft Project Online Premium license. The details for this license can be
found on the Microsoft Project Online website.
Note: The SharePoint that comes with Microsoft Project Online plans is a use rights restricted version that
only allows SharePoint usage within the scope of Project Online. Please see the Service Description for
additional details.
For a detailed view of the use rights associated with Dynamics 365 Project Service Automation, refer to
Appendix B.

Dynamics 365 for Finance and Operations

The Dynamics 365 for Finance and Operations includes full read, edit and approval access across the
Finance and Operations application plus Microsoft PowerApps. Finance and Operations provides the
operations features and capabilities including but not limited to financial, manufacturing and supply chain
capabilities that are not included in other standalone Dynamics 365 Unified Operations Plan applications.
The Dynamics 365 for Finance and Operations application cannot be licensed as a standalone application
and is licensed exclusively with the Dynamics 365 Unified Operation Plan or Dynamics 365 Plan SLs. For
Plan SLs purchase requirements, refer to Dynamics 365 Plans section in this licensing guide document.
Please review Appendix C for a list of the out of the box Dynamics 365 Unified Operations Plan roles and
associated user types. For a description of how to create custom roles for Dynamics 365 Unified
Operations Plan and how to license them please refer to Appendix D.

Dynamics 365 for Retail

The Dynamics 365 for Retail application is designed to help retailers manage their operations, deliver a
connected employee experience, and offer exceptional shopping experiences. By leveraging intelligent
forecasting and product recommendations, retailers may:
(i) Improve in-store and e-commerce profitability
(ii) Drive intelligent business insights to optimize strategy and cost
(iii) Accelerate buying behavior through ubiquitous customer experiences
The Retail application is optimized for full users, including headquarter and central operation employees
of retail organizations. Depending on the scenario, employees in retail stores will generally be licensed
with either the Dynamics 365 Unified Operations - Device SL or Dynamics 365 Unified Operations -

Dynamics 365 Licensing Guide | October 2018 P a g e | 17

 Activity SL. Examples of these scenarios may include store employees, store managers and point of sale
devices. For Dynamics 365 Unified Operations – Device and Dynamics 365 Unified Operations - Activity
use rights, refer to those license descriptions in this licensing guide document.
There is a 20-seat minimum of Dynamics 365 for Retail (or Dynamics 365 Plan or Unified Operations Plan)
SLs required to license the application.
Retail deployments may also utilize the Retail Store Scale Unit, which is a retail server, cloud Point of Sale
(POS) website and channel database deployed locally in a store. It maintains connectivity with and extends
a Dynamics 365 for Retail deployment, providing improved performance, business continuity and hybrid
capabilities in store.
The Retail Store Scale Unit installation and use rights are included with a qualifying minimum purchase of
Dynamics 365 Plan, Unified Operations Plan and Retail Application SLs and may be downloaded and
installed at no additional cost. All servers, users and devices accessing the Retail Store Scale Unit must be
appropriately licensed. The Retail Store Scale Unit is not available as a standalone license. Required
hardware, Windows Client or Windows Server and SQL licenses must be acquired and licensed separately.
If dual use rights are being exercised and downgrade rights are utilized to downgrade to AX 2012, the
Retail Store Server is not an included use right and appropriate licensing must be obtained. Please see AX
2012 Retail Licensing Guide and refer to the AX downgrade mappings table in the Dynamics 365 for
Operations on-premises licensing guide to determine appropriate licensing.
Please review the retail section of Appendix D for a list of the out of the box retail roles and associated
user types. For a description of how to create custom roles for Dynamics 365 for Retail and how to license
them please refer to Appendix D.

Dynamics 365 for Talent

The Dynamics 365 for Talent application helps organizations strategically attain, empower and optimize
human resources to achieve high-impact, sustainable results for the organization. There are two sets
talent experiences:
(i) HR Experience: strategic HR experience to drive operational excellence through intuitive
experiences, visibility and collaboration and impactful programs
(ii) Talent Experiences: hire the best talent faster, build high performing agile teams and maximize
the potential of your team (includes “Attract” and “Onboard” capabilities).
Both experiences are licensed together in the Dynamics 365 for Talent application. Examples of full users
who would be licensed with Talent application SLs would include human resource professionals and
recruiters.
Users who sit outside of HR and recruiting, such as employees who need self-serve HR access and hiring
managers who will be hiring for their own teams would be licensed through the Team Members SL.
There is a 5-seat minimum of full Dynamics 365 for Talent (or Dynamics 365 Plan or Unified Operations
Plan) SLs required to license the Talent application.
For more information on the default capacities included for the Talent subscription, click here.
Please review the Dynamics 365 for Talent section in Appendix C for a list of the out of the box Dynamics
365 for Talent roles and associated user types. For a description of how to create custom roles for
Dynamics 365 for Talent and how to license them please refer to Appendix D.

Dynamics 365 Licensing Guide | October 2018 P a g e | 18

 Talent Modular Applications
Two Talent applications are available:
• Talent: Attract
• Talent: Onboard
These applications allow you to take advantage of Dynamics 365 Application capabilities in a lighter
weight, more targeted solution. They represent a subset of the capabilities in Dynamics 365 for Talent but
are fully functional standalone experiences that can also integrate with and extend Microsoft and third-
party business applications.
The Talent Attract and Onboard applications are sold individually or together as a discounted bundle.
Pricing is per user per month with a one-year minimum commitment and there is no minimum purchase
requirement.
The capabilities in these applications are targeted at hiring managers. Candidates in the Attract module or
new hires in the Onboard module don’t need a user license to use Dynamics 365 for Talent application.
These capabilities are also included for users who are licensed for Dynamics 365 for Talent. Note, the
Attract and Onboard modular applications are not compatible with the Talent Comprehensive Hiring add-
on.
These applications are only available for direct purchase and are licensed under the Microsoft Online
Subscription Program (MOSP – Web-direct).

Dynamics 365 Plan Subscriptions

Plan subscriptions are new with Dynamics 365. With one single user subscription, a Plan subscription is
the most cost-effective option to provide ultimate flexibility for a user to have access to any Dynamics 365
functionality to get their job done. Plan subscriptions provide users rights to use functionality across any
of the respective Plan applications as well as use of Microsoft PowerApps, the mobile application platform
service.

Dynamics 365 Customer Engagement Plan

Dynamics 365 Customer Engagement Plan gives you the flexibility to work with any application
functionality. Dynamics 365 Customer Engagement Plan includes flexibility to use:
• Dynamics 365 for Sales
• Dynamics 365 for Marketing
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation
• Microsoft PowerApps Plan 2
Licensing becomes simpler because all Customer Engagement Plan business application rights are
included.
Figure 13: Customer Engagement Plan

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 Dynamics 365 Unified Operations Plan
Dynamics 365 Unified Operations Plan includes full read, edit and approval access across the entire ERP
solution (formerly known as Dynamics AX) plus Microsoft PowerApps capabilities. Dynamics 365 for
Finance and Operations Plan includes flexibility to use Dynamics 365 for Talent, Dynamics 365 for Retail,
and PowerApps Plan 2.

Figure 14: Unified Operations Plan

Please review Appendix C for a list of the out of the box Dynamics 365 Unified Operations Plan roles and
associated user types. For a description of how to create custom roles for Dynamics 365 Unified
Operations Plan and how to license them please refer to Appendix D.

Dynamics 365 Plan

Dynamics 365 Plan includes access to Customer Engagement Plan functionality plus Dynamics 365 Unified
Operations Plan.
Figure 15: Dynamics 365

Microsoft Relationship Sales solution

Microsoft Relationship Sales solution (MRSs) helps sales professionals build the relationships they need to
win, from a single, trusted vendor. This solution will help connect more businesses with the power of
relationship selling.
Microsoft Relationships Sales solution SKUs:
• Dynamics 365 for Sales Enterprise and LinkedIn Sales Navigator Enterprise
• Dynamics 365 for Sales Enterprise and LinkedIn Sales Navigator Team

Dynamics 365 Licensing Guide | October 2018 P a g e | 20

 Licensing Requirements:
• 10-seat minimum
• MRSs SKUs are non-discountable
• MRSs seats count toward Customer Engagement Plan tier discount
• Customer Engagement Plan seats do not count towards MRSs waterfall discount
• True downs are not allowed
To understand how to transact tiered pricing refer to the Tier Pricing section.

Figure 16: Microsoft Relationship Sale solution waterfall pricing

For more information and list of features included with LinkedIn Sales Navigator Enterprise and Sales
Navigator Team, see https://business.linkedin.com/sales-solutions/sales-navigator/comparison-table.

Tiered Pricing
For larger Dynamics 365 deployments, customers may qualify for a lower price per user. Tiered pricing
applies to Customer Engagement Plan subscriptions, where Customer Engagement Plan and Dynamics
365 Plan seats both count toward Customer Engagement Plan tier qualification.
Additionally, customers may purchase Microsoft Relationship Sales solution with tiered pricing based on
number of users for the subscription offer.
Other considerations:
(i) Tiered pricing applies per customer tenant, and do not accumulate across tenants
(ii) Tiered pricing does not apply to Team Members, Operation Activity, any Dynamics 365
Application (e.g. Customer Service) subscriptions or Unified Operations Plan
(iii) Tiered pricing is not available in the Microsoft Online Subscription Program (MOSP), nor for
Academic or Charity pricing in any program

Dynamics 365 Licensing Guide | October 2018 P a g e | 21

 Dynamics 365 Device Subscriptions
Customer Engagement Plan Business Applications
With the Dynamics 365 customer Engagement Business Applications Device SLs multiple users can access
Dynamics 365 applications through a shared device login. The use rights are equal to the that of the
Dynamics 365 User SL, except that access is limited to only the licensed device. Please note there is no
Dynamics 365 Customer Engagement Plan Device SL. For a detailed view of the use rights associated with
Dynamics 365 for Sales device please refer to Appendix B.

Dynamics 365 for Customer Engagement Business Applications Device SLs:

(i) Dynamics 365 for Sales Enterprise
(ii) Dynamics 365 for Customer Service
(iii) Dynamics 365 for Field Service

Dynamics 365 Operations - Device SL

With the Dynamics 365 Operations - Device license, multiple users can use a device that is licensed with a
Dynamics 365 Unified Operations - Device SL to operate a point of sale device, shop floor device,
warehouse device or store manager device. A single device can provide any of the following functionality
in any combination.
Device SL Functionality

One device located in the Commerce location, used by any individual, for completing
Point of Sale
customer facing sales of goods or services transactions
One device located in the Commerce location, used by any individual, dedicated to
performing the following tasks solely for that Commerce location. Commerce location
or Store means a physical location (static or itinerant) operated by you when closing
goods or services transactions with customers:
• Managing and replenishing inventory
• Balancing cash registers and processing daily receipts
Store Manager
• Configuring and maintaining menu options displayed by the ISV Devices
• Purchasing supplies and services required to run the Commerce Location
operations
• Managing Commerce Location staff
• Processing reports required to analyze and manage Commerce Location results
• Managing master data related to Commerce Location operations
One device used for manufacturing shop-floor functions. Shop Floor Functions:
• Clock-in and clock-out
• Starting and finishing production jobs (including project activities carried out on
the shop floor)
Shop Floor
• Reporting progress
• Materials consumption and completion
• Viewing documents and instructions related to production jobs
• Viewing worker holiday balances.
One device used for Warehousing functions:
Warehouse
• Receiving
Device
• Putting-away

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 • Doing internal stock transfers
• Picking, packing
• Capturing product attributes
• Shipping goods plus performing inventory count checks in the context of a
warehouse management system
• Posting output and materials consumption against production orders when
captured as transfers of raw materials and finished goods between a warehouse
and a production line (all other types of transactions are excluded).

Note: Dynamics 365 Operations - Device SL use rights are also available to Dynamics 365 Operations -
Activity users. When multiple users who only require these use rights work exclusively on shared devices,
it will generally be more cost effective to license those devices with the device SL. When a single user
utilizes one or more dedicated personal devices, it will be more cost effective to license that user with an
Activity USL. Device SLs do not include all the capabilities that Activity User and Full user use rights.

Additional Services and Software

Microsoft offers additional services and software that work in tandem with Dynamics 365.
Social Unified Interactive Mobile
Dynamics 365 for VoC Gamification
Engagement Service Desk Services Hub Offline
+
Sales Enterprise 10K posts /month*    
Sales Professional  ^
Marketing Standalone 10K posts /month* 
+
Customer Service Enterprise 10K posts /month*    
Customer Service Professional  ^
+
Field Service 10K posts /month*    
+
Project Service Automation 10K posts /month*   
Team Members ^
*+Unused posts expire at the end of the month and do not roll over to the next month
Microsoft Dynamics 365 - Gamification Commissioner, Game Manager and Player rights
^Fan and Spectator rights

Microsoft Social Engagement

Microsoft Social Engagement provides volume and sentiment analysis of social networking data and is
recommended for sales, marketing and customer service workers interested in social media discussion of
their products, competitors and industry. Customers who need more than 10K posts per month per tenant
may purchase additional posts as a subscription add-on. For a detailed view of the use rights associated
with Dynamics 365 for Sales device please refer to Appendix E.
Microsoft Social Engagement functionality included with select Dynamics 365 applications:
(i) Social Listening (ix) Social insights
(ii) Social sentiment detection (x) Social Engagement
(iii) Social analytics (xi) Social center: unlimited streams
(iv) Activity map (xii) Social center: sharing streams
(v) Trend and post alerts (xiii) Social center: assign posts to user
(vi) Private messages (xiv) Link to Dynamics 365
(vii) Export widgets to Excel (xv) Automation rules
(viii) Azure Event Hub integration* (xvi) Intention analysis
*Note: Azure Event Hub functionality requires Azure subscription

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 Unified Service Desk for Microsoft Dynamics 365
Unified Service Desk for Microsoft Dynamics 365 (USD) consolidates numerous communication channels
(such as phone, chat, email, and social media) and relevant services into a single interface to enable
greater efficiency and productivity.
USD is not available as a standalone license. USD software is installed and run locally on the user’s device.
The use rights expire upon expiration of the qualifying User SL subscription term or Software Assurance
subscription. Only licensed users may use the software.

Interactive Service Hub

Interactive Service Hub provides a modern and intuitive end user experience for Customer Service and
knowledge management roles through an online user experience (UX) design. It unifies customer
interactions and pulls together all related information, enabling customers to be productive and view
what’s most relevant at all times. The interactive service hub includes a multi-stream dashboard where
users can view and act on their workload across multiple data streams as well as a single-stream
dashboard where users are provided an aggregate view of the workloads.

Voice of the Customer for Microsoft Dynamics 365

Voice of the Customer for Microsoft Dynamics 365 provides general sentiment, contextual feedback, and
transactional understanding based on insight captured through feedback and surveys. Customer feedback
is captured and leveraged to shape engagements with easy to use, mobile and touch-enabled
tools. Feedback is analyzed as part of a single customer record, enabling a direct response to a specific
customer concern, or as a whole, so that organizations can better understand their market and
programmatically respond to customer needs.
Voice of Customer capabilities are limited to a maximum of 200 concurrent surveys. Additional limitations
can be found here.

Dynamics 365 Mobile Offline

Dynamics 365 Mobile Offline capabilities enable offline entities, provides autoreply for offline actions, a
strong security model and offline views and offline search.

Dynamics 365 - Gamification

The Dynamics 365 - Gamification service allows customers to incent their workers by turning work into
play via individual and team contests, as well as engaging the broader organization by enabling them to
build fantasy team competitions.
Included in Team
Included in
Members, Sales,
Role Use Rights select
and Customer
applications
Service Professional
View results on leaderboards (web, mobile, and TV screens),
Spectator
and chats with participants
 
Draft personal Fantasy Teams, earn points, badges, and
Fan
trophies on team results
 
Play/compete in game (earn points, badges, and trophies)
Player
and participate in Chat

Setup games: define game model, metrics, positions, and
Game Manager
prizes

Commissioner Oversee games: admin, role management 

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 Dynamics 365 Default Subscription Capacities
Dynamics 365 Customer Engagement Plan Business Applications default subscription capacities will
leverage the same tenant and infrastructure will accrue across this one tenant. Unified Operations Plan
Applications leverages an entirely different tenant and will have its own set of default capabilities.

Customer Engagement Plan Business Applications

Customer Engagement Plan Business Applications share the same tenant and share infrastructure
capacity. If a customer purchases Dynamics 365 Plan they will obtain default access to both the Customer
Engagement Plan Business Applications and the Dynamics 365 Unified Operations Plan Application.
Default Instance per Tenant shared across all Customer Engagement Applications
Production Portal Non-production Dynamics Dynamics 365 Database
Dynamics 365 for
Instance Instance Instance 365 Portal^ Portal Page Views Storage
Sales Enterprise* 1 1 1 1 1 million/month 10GB
Sales Professional* 1 - - - - 10GB
Marketing
+ 1 1 1 1 1 million/month 10GB
Standalone
Customer Service
1 1 1 1 1 million/month 10GB
Enterprise*
Customer Service
1 - - - - 10GB
Professional*
Field Service* 1 1 1 1 1 million/month 10GB
Project Service
1 1 1 1 1 million/month 10GB
Automation*
*Default instance and infrastructure capacity are shared per tenant, not cumulative
+
Marketing Attach licenses share default instance and infrastructure capacity per tenant, not cumulative
^
Requires 5-seat minimum of Dynamics 365 Customer Engagement Plan, Customer Engagement Plan Business Applications or a
combination

Default Dynamics 365 Portal and Page Views

The Dynamics 365 Portal provides you the capability to extend your Dynamics 365 applications into
cloud hosted web portals, each of which is easily configurable for your employees, partners and
customers.
A Customer Engagement Plan Business Application subscription is required to administer and
configure the portal. Each portal may only be associated with one instance.
Effective October 1, 2018, access to the first included portal for the tenant requires the purchase of a
minimum of 10 Full User licenses of Dynamics 365 Customer Engagement Plan, Dynamics 365
Customer Engagement Business Applications (Sales, Customer Service, Field Service or Project Service
Automation) or a combination. Existing customers are not impacted with this change until renewal.
New customers who need to purchase less than 5 users, may purchase the Portal “Add-on” (see
“Dynamics 365 Add-on section” in Appendix E.
Note: Team Member Licenses will not contribute to the minimum user requirement.
Internal users indirectly accessing Dynamics 365 application data via a portal are required to have the
appropriate Dynamics 365 license.
Default Database Storage
The tenant for Customer Engagement Plan Business Application subscriptions includes by default
10GB database storage as long at least one instance of the tenant is on v8.2.
Additional storage capacity is granted at no charge as an organization increases the number of full
users and is accrued at the rate of 5GB for every 20 full users. For example, for every increment of 20

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 Dynamics 365 for Sales SLs, the included storage capacity increases by 5GB. A customer with 20
Dynamics 365 for Sales SLs receives a data storage of 15GB (10GB default database storage + 5GB
additional database storage). The cap on the amount of free storage that may be earned per tenant
is subject to the technical limit of 30TB.
The Customer Engagement Plan applications storage and the Dynamics 365 Unified Operations Plan
storage are not shared. See descriptions of the additional capacity Dynamics 365 Add-on in Appendix
E.
Figure 17: Additional Database Storage Capacity

Dynamics 365 Unified Operations Plan Applications

Unified Operations Plan Applications share the same tenant and share infrastructure capacity. If a
customer purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement
Plan Business Applications and the Unified Operations Plan Applications.
Default Instance per Tenant shared across all Unified Operations Applications
Production Non-production Database
Dynamics 365 for File Storage Capacity
Instance Instance Capacity Storage
1 Sandbox Tier 1 100GB of file/Azure Binary
Finance and Operations*^ 1 10GB
1 Sandbox Tier 2 Large Objects (BLOBs)
1 Sandbox Tier 1 100GB of file/Azure Binary
Retail* 1 10GB
1 Sandbox Tier 2 Large Objects (BLOBs)
*Default instance and infrastructure capacity are shared per tenant, not cumulative
^
Dynamics 365 for Finance and Operations is only licensed with Dynamics 365 Unified Operations Plan subscriptions

Default infrastructure capacity for Dynamics 365 for Talent

Customers who purchase the full Talent User SL (5-seat minimum) are entitled to 2 identical
environments/instances for the tenant (not per seat). At any given time, only one of the identical
instances may be in production but alternatively both instances may be in non-production (UAT, pre-
production). Dynamics 365 for Finance and Operations and Dynamics 365 for Retail sandbox and
database storage add-ons are not compatible with Talent. Additional instances cannot be added at
this time, but file and database storage can be extended by purchasing additional storage through
the PowerApps subscription that is included with the Dynamics 365 for Talent SKU. Dynamics 365 for
Finance and Operations and Dynamics 365 for Retail both only support a single production instance
per tenant. If multiple instances are needed each instance will need to reside on its own subscription
and tenant. Users must then be licensed separately for each of those instances.

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 Default Production Instance
Each Dynamics 365 Unified Operations Plan subscription offers one production instance per tenant.
The production instance comes with disaster recovery and high availability. As a reminder, there is a
minimum of 20 Dynamics 365 Unified Operations Plan User SLs and/or equivalent Device SL per
tenant. 2.5 Device SLs are equal to 1 Dynamics 365 Unified Operations Plan User SL. For example, 25
device SLs plus 10 Unified Operations would meet the 20-user minimum. Also, the production
instance is monitored 24 X 7 for service health. To ensure the environment is used for live operations,
we will provision the production instance only after the implementation nears the ‘operate’ phase
after completion of the required activities in the Lifecycle Services (LCS) methodology. See
descriptions of the additional capacity Dynamics 365 Add-on in Appendix E.

Default Non-Production Instance Capacity

The Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail Application will come with
one Sandbox Tier 1 and one Sandbox Tier 2 environment per customer. Additional non-production
instances can be purchased. Subscription duration requirements are determined by the licensing
program under which the sandbox is licensed. Short term subscriptions are available exclusively
through the MPSA licensing program. More information on MPSA is available here.
(i) Sandbox Tier 1: Developer Instance is provided for the life of the tenant. Additional
Developer Instances can be purchased separately as an optional add-on. This is a non-
production single box instance that customers can use to customize Dynamics 365 Unified
Operations Plan and unit test their changes. The Non-Production Developer Instance add-on
license does not include any incremental default storage capacity.
(ii) Sandbox Tier 2: Standard Acceptance Testing Instance is provided for the life of the tenant.
Additional Standard Acceptance Testing Instances can be purchased separately as an optional
add-on. This is a non-production multi-box instance that customers can use for User
Acceptance Testing, integration testing, and training. The Non-Production Standard
Acceptance Testing Instance includes 10GB of default storage at no additional charge.
See descriptions of the additional capacity Dynamics 365 Add-on in Appendix E.

Default Database Storage

The tenant for the Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail Application
subscriptions includes by default 10GB database storage. Additional storage capacity is granted at no
charge as an organization increases the number of full users and is accrued at the rate of 5GB for
every 20 Dynamics 365 Unified Operations Plan, Dynamics 365 Plan or Dynamics 365 for Retail users.
The Customer Engagement Plan application storage and the Dynamics 365 Unified Operations Plan
storage are not shared between them. See descriptions of the additional capacity Dynamics 365 Add-
on in Appendix E.

Dynamics 365 Licensing Guide | October 2018 P a g e | 27

 Figure 18: Database Storage Capacity

Default File Storage Capacity

Each Dynamics 365 Unified Operations Plan or Dynamics 365 for Retail application customer will
receive 100GB of file/Azure Binary Large Objects (BLOBs) cloud storage for files and binary data.
Additional file storage if required can be purchased separately. See descriptions of the additional
capacity Dynamics 365 Add-on in Appendix E.

Microsoft Power Platform

Dynamics 365 applications are built on the Microsoft Power platform, a high-productivity platform that
includes the ability for customers to
• Extend and customize applications with PowerApps
• Automate business processes and workflow with Microsoft Flow
• Deliver business intelligence with Power BI
Select Dynamics 365 Applications* can be customized using PowerApps and Microsoft Flow capabilities.
Dynamics 365 Enterprise Applications+ and Enterprise Plans^ also include PowerApps Plan 2~, offering
more advanced customizations as well as the ability to create and run standalone custom applications.
Please visit https://powerapps.microsoft.com and https://flow.microsoft.com for more details on
PowerApps and Flow.
Note-1: Power BI capabilities are licensed separately at this time.
Note-2: PowerApps and Flow use rights are determined based on the Dynamics 365 application or plan
that the user is licensed for. Please see table below for more details.

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 Microsoft Power BI in Dynamics 365
Dynamics 365 Unified Operations Plan and Dynamics 365 Plan users are not provided with any standalone
or general-purpose Power BI license or use rights. Customers who require Power BI Pro will need to
license and pay for it separately.
The Dynamics 365 Unified Operations applications themselves may embed Power BI content within the
service User Interfaces. This is simply a product feature, and no Power BI licensing is required to access
this content. Please consult the Dynamics 365 roadmap for more information on this feature.
Dynamics 365 Customer Engagement Plan and Customer Engagement Plan Business Application
subscriptions include an option to embed Power BI content as a product feature but require users to
subscribe to Power BI (free user or Power BI Pro depending on content) separately to configure access to
this content. More details are available in this article.

Dynamics 365 Trial and Implementation

Free Trial
Customer Engagement Plan Business Application Trial
You can sign-up for a free 30-day trial of Dynamics 365 Customer Engagement Plan Business Applications
for up to 25 users through Microsoft Online Services. At any time during your trial you can activate your
subscription and keep your data and customizations. Get details at https://www.microsoft.com/en-
us/dynamics365/home.
Dynamics 365 for Finance and Operations Trial
You can sign-up for a free 30-day trial of Dynamics 365 for Finance and Operations through a simple
email signup. The trial version of Dynamics 365 for Finance and Operations includes a Getting started

Dynamics 365 Licensing Guide | October 2018 P a g e | 29

 guide that provides a step-by-step task guide, which allows you to view specific scenarios in action. The
product is available to explore and exercise scenarios. Demo data is included to ease the use of the
product and to make the experience more meaningful. A buy experience can be initiated at that time to
complete the purchase. Get details at www.microsoft.com/en-us/dynamics365/operations.
Note: Support included for Trial is the same as what customers receive when purchasing Dynamics 365
services. Premium level support options are not available for purchase during the trial period.

Development and Testing with Visual Studio subscriptions

Dynamics 365 Unified Operations Plan development requires a Visual Studio Professional for standard
development, customization and extension activities. However, if you want to run performance and load
tests, you will need Visual Studio Enterprise. Please note that Visual Studio licenses are not included as
part of the Dynamics 365 Unified Operations Plan subscription licenses and must be acquired separately.

Lifecycle Services
Lifecycle Services (LCS) provides a cloud-based collaborative workspace shared between customers and
partners that helps organizations improve the predictability and quality of their Unified Operations Plan
Applications implementation by simplifying and standardizing the implementation process to realize
business value faster. Once you sign up for Dynamics 365 Unified Operations Plan, you are provided with
a project workspace including methodologies and services that help you manage the service lifecycle. LCS
provides a variety of services to assist and help customers navigate through the various phases of the
project including:
(i) Defining your business processes and any customization needed
(ii) Develop additional functionality using best practices
(iii) Help operate their environment to reduce the time it takes to resolve issues to realize greater
return on investment, while reducing the total cost of ownership

Dynamics 365 Service Support

Microsoft guarantees support in International English and provides local language support in select
markets around the world wherever possible.
(iv) Technical support is included in the online subscriptions when a customer chooses to deploy
online (Volume Licensing and Web Direct. CSP support is though partner).
(v) If a customer chooses to deploy with dual-use rights, Microsoft Technical support will assist with
support issues resulting with the deployment of dual use rights, however, support is not included
for the on-premises deployment.
(vi) Support offerings for on-premises are sold separately when a customer chooses to deploy on-
premises. The customer has the following options:
a. Seek support from their partner
b. Purchase professional support incidents from support.microsoft.com to get support directly
from Microsoft
Response times for technical support incidents vary by case severity. Definitions are included in Appendix
F. More information about Dynamics 365 Support options can be viewed here.
Premium Support offerings will be available for purchase only for customers enrolled in MOSP, EA, MPSA,
EAS, and EES licensing programs
Customers may not mix and match support offerings, Subscription (included with Dynamics 365
subscription and trials), Enhanced or Professional Direct Support rights require each user licensed with
Dynamics 365 to also be licensed for that support option.

Dynamics 365 Licensing Guide | October 2018 P a g e | 30

 Professional Direct purchase requirement is $180USD per month (equivalent to 20-seats) for Dynamics
365 Customer Engagement and Unified Operations Plans and Applications, and $300USD per month
(equivalent to 20-seats) for Dynamics 365 Plan. When purchasing through Volume Licensing, ensure the
minimum threshold is entered when placing the order.

Subscription Support Plan

The benefits included in the Subscription Support Plan are applicable for customers who license Dynamics
365. The benefits included in the Subscription are:
(i) Unlimited Break/Fix Support
(ii) CustomerSource
(iii) Dynamics Community
(iv) “Getting Started Catalog” and Self-Help Resources

Enhanced Support Plan

Enhanced Support includes all the Support Subscription Plan benefits, plus,
Unlimited Access to Online Training:
(i) E-learning
(ii) Training Materials
(iii) Learning Plans
Response time for Severity A cases less than two hours for Severity A, four hours for Severity B, and 8
hours for Severity C. Case Severity definitions are included in Appendix F.

Professional Direct Services

Professional Direct Services includes all the Support Subscription Plan benefits, plus:
Response time for Severity A cases less than one hour, two hours for Severity B, and 4 hours for Severity
C. Case Severity definitions are included in Appendix F.
24x7 Support: Available for Severity A cases only. Direct access to tier 2 escalation engineers.
Service Delivery Management
• Escalation Specialists
• Red Carpet Welcome
• Light Advisory Services
• Release Upgrade Readiness
• Monthly Review
• Service Interruption Handling
• Case Wellness
• Product Onboarding Assistance
• Ask the Expert Webinars

Enterprise Solutions - Premier Support Services

Enterprise Solutions - Premier Support is a comprehensive support solution for your large business that
helps reduce costs, enhance productivity, and use technology to realize new business opportunities for
any stage of the IT lifecycle.
(i) Proactive services help maintain and improve health of your customers’ IT infrastructure and
operations.
(ii) Service Delivery Management facilitates planning and implementation

Dynamics 365 Licensing Guide | October 2018 P a g e | 31

 (iii) Prioritized 24x7 problem resolution services provide rapid response to minimize downtime
(iv) Exclusive access to advanced technical training to improve IT staff productivity
(v) Customized support service add-ons available to meet the specific support needs of your
business
For more information, visit Premier Support Services.

Additional Resources
Resource Internal Link External Link Partner Link

https://microsoft.sharepoint https://mbs.microsoft.com/
https://dynamics.microsoft.c
Dynamics 365 .com/sites/Infopedia_G01/P partnersource/northamerica
om/en-us/
ages/Dynamicshub.aspx /products/365Enterprise
https://mbs.microsoft.com/
https://microsoft.sharepoint
partnersource/northamerica
Dynamics 365 Licensing & .com/sites/Infopedia_G01/P https://dynamics.microsoft.c
/pricing-ordering/licensing-
Pricing ages/Dynamicshub.aspx#Dy om/en-us/pricing/
policies/Dyn365PricingandLi
namics%20365:pricing
censing
Dynamics AX Licensing
http://aka.ms/s201h6
Guide
Dynamics CRM Online https://mbs.microsoft.com/customersource/global/CRM/learning/documentation/user-
Licensing Guide guides/CRM-Online-Licensing-Guide
Dynamics AX 2012
http://aka.ms/dujlkm
Licensing Guide
Dynamics CRM 2016
http://aka.ms/kn26ux
Licensing Guide
Dynamics 365 On-premises
need
Licensing Guide
Dynamics 365 for
Operations on-premises https://mbs.microsoft.com/Files/public/365/DynamicsOperationsOnPremEnterprise.pdf
Licensing guide
Dynamics Blog https://community.dynamics.com/b/msftdynamicsblog
Microsoft Volume Licensing www.microsoft.com/licensing
Software Assurance http://www.microsoft.com/licensing/software-assurance/default.aspx
Microsoft License Advisor http://www.microsoft.com/licensing/mla/default.aspx
Dynamics 365 Support https://dynamics.microsoft.com/en-us/support/plans/
CustomerSource https://mbs.microsoft.com/customersource/
PartnerSource https://mbs.microsoft.com/partnersource/
Partner Center https://partnercenter.microsoft.com/en-us/pcv/dashboard/overview
Microsoft Download Center http://www.microsoft.com/downloads
Cloud Solution Provider
https://mspartner.microsoft.com/en/us/Pages/solutions/cloud-reseller-overview.aspx
Program (CSP)
https://mbs.microsoft.com/
https://microsoft.sharepoint
partnersource/global/pricin
.com/sites/infopedia/pages/
Team Member FAQ g-ordering/licensing-
layouts/kcdoc.aspx?k=g01k
policies/365TeamMembersF
c-2-1590
AQ

Dynamics 365 Licensing Guide | October 2018 P a g e | 32

 Appendix A: Custom Entities
Dynamics 365 Application and Plan subscriptions provide the right to use custom entities.
Custom Entity:
An entity defines information that you want to track in the form of records, which typically include
properties such as company name, location, products, email, and phone.
Dynamics 365 applications and plans offer "out-of-the-box" entities to cover typical scenarios. However,
there may be times when customers and partners need to create entities to store data that's specific to
your organization – namely custom entities.
Custom entities may be based on entities included in Dynamics 365 or created by a customer or partner
to represent business entities/items not present or to replicate those already in included in Dynamics 365.
Custom Entity Use Rights:
1) Dynamics 365 Enterprise Applications and/or Plan full users:
a. Full access
b. No limit on number of custom entities
c. Full Create, Read, Update, and Delete (CRUD) on data records associated with custom entities
2) PowerApps application:
a. Standard entities that are not restricted - (https://docs.microsoft.com/en-
us/powerapps/maker/common-data-service/data-platform-restricted-entities)
i. If the app requires a restricted entity, then the user needs to be licensed as a full user
b. No limit on number of custom entities
c. Full CRUD on data records associated with custom entities
3) Dynamics 365 Team Members/Sales Professional/Customer Service Professional applications:
a. Additional 15 custom entities in addition to the included “out-of-the-box" entities
b. Custom entities should be within the context of the application module
c. Full CRUD on data records associated with custom entities

Figure 19: Team Members access to custom entities

Dynamics 365 Licensing Guide | October 2018 P a g e | 33

 Appendix B: Customer Engagement Plan Applications
The following tables lists the use rights corresponding to the User Subscription Licenses (User SLs) and
applicable Device Subscription Licenses available in Dynamics 365 Customer Engagement Plan Business
Applications.
To configure and administer Dynamics 365 services a full user license is required (Dynamics 365 for Sales,
Dynamics 365 for Customer Service, Dynamics 365 for Field Service, Dynamics 365 for Project Service
Automation). A Plan subscription is the most cost-effective option to provide ultimate flexibility for a user to
administer and configure more than one Dynamics 365 application.
“For App” means that the user right in question is applicable only for the licensed application and not other
applications. Marketing is an organization-based license, “For App” refers to access or execution allowed in the
context of Marketing Application alone. If user is also licensed with Team Member or other Dynamics 365
Application licenses, they will continue to have the rights associated with the license type.
Team Sales Customer Service Field Project Service
Use Rights Marketing
Members Enterprise Enterprise Service Automation
Access
Dynamics 365 Mobile Client Application ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 for iPad & Windows ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 for Outlook ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 Web application ⚫ ⚫ ⚫ ⚫ ⚫ For App
Read
All Dynamics 365 application data ⚫ ⚫ ⚫ ⚫ ⚫ For App
Custom Entity data ⚫ ⚫ ⚫ ⚫ ⚫ For App
Approve
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Time, Expense and Invoices
Portal or API access only: Create, Read, Update and Delete
Employee Self Service: Cases ⚫ ⚫ ⚫ ⚫ ⚫
Non-Employees Only: Work Orders ⚫ ⚫ ⚫ ⚫
Non-Employees Only: Opportunities ⚫ ⚫ ⚫ ⚫
Entities: Create, Read, Update and Delete
Custom entities 15 max^ ⚫^ ⚫^ ⚫^ ⚫^ For App
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Time and Expense
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Requisitions
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Quality Control
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫
functionality: Service Orders
Contacts ⚫ ⚫ ⚫ ⚫ ⚫ For App
Accounts ⚫ ⚫ ⚫ ⚫ For App
Activities and Notes ⚫ ⚫ ⚫ ⚫ ⚫ For App
Personal views; Saved Views ⚫ ⚫ ⚫ ⚫+ ⚫ For App
Shared azure ⚫ ⚫ ⚫ ⚫ ⚫ For App
Announcements ⚫ ⚫ ⚫ ⚫ ⚫
Embedded intelligence: Relationship
⚫
assistance, auto capture, email engagement
Lead Management ⚫ For App
Opportunities ⚫
Competitors ⚫
Product families ⚫
Price lists ⚫
Quotes ⚫
Orders ⚫
Invoices ⚫
Goals ⚫
Territories ⚫
Sales literature ⚫ ⚫
Marketing Lists ⚫ ⚫
Quick campaigns ⚫ ⚫
Marketing campaigns ⚫ ⚫

Dynamics 365 Licensing Guide | October 2018 P a g e | 34

 Team Sales Customer Service Field Project Service
Use Rights Marketing
Members Enterprise Enterprise Service Automation
Cases ⚫
Entities: Create, Read, Update and Delete Records
Contracts ⚫
Entitlements ⚫
Facilities/Equipment ⚫
Work Orders ⚫
Service Agreements ⚫
Purchase Orders ⚫
Invoices ⚫
Customer Assets ⚫
Inventory Management ⚫
Projects ⚫
Project Price Lists ⚫
Project Contracts ⚫
Project Invoices ⚫
Project Expenses and Project Estimates ⚫
Max 10X
Email Marketing
contacts
Lead Scoring For App
Active Segments Max 100
Multi-Channel Campaign Management (Customer Journeys, Marketing Pages, etc.) ⚫
Event Management ⚫
Entities: Actions
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Manage Budgets
Dynamics 365 Unified Operations Plan
⚫ ⚫ ⚫ ⚫ ⚫
functionality: Manage personal info
Dynamics 365 Unified Operations Plan
functionality: Manage direct reports and ⚫ ⚫ ⚫ ⚫ ⚫
candidates
Chat with support team (as chat client for self-
⚫ ⚫ ⚫ ⚫ ⚫
service, requires 3rd party solution)
Use Yammer collaboration requires a Yammer
⚫ ⚫ ⚫ ⚫ ⚫
Enterprise license (acquired separately)
Add or remove a Connection (stakeholder,
⚫ ⚫ ⚫ ⚫ ⚫
sales team) for an Account or Contact
Associate a Marketing List with an Account
⚫ ⚫ ⚫ ⚫ ⚫ For App
or Contact
Post & follow activity feeds ⚫ ⚫ ⚫ ⚫ ⚫ For App
Use a queue item + + + + + For App
⚫ ⚫ ⚫ ⚫ ⚫
Start dialog + + + + + For App
⚫ ⚫ ⚫ ⚫ ⚫
Perform mail merge ⚫ ⚫ ⚫ ⚫ ⚫ For App
Create, Publish, Configure Knowledgebase ⚫ ⚫ ⚫ ⚫
Submit Time & Expense for Project Service
⚫ ⚫ ⚫ ⚫ ⚫
Automation
Update Project Tasks for Project Service
⚫ ⚫ ⚫ ⚫ ⚫
Automation
Update Own Resource Competencies for
⚫ ⚫ ⚫ ⚫ ⚫
Project Service Automation
Apply for Open Project Position for Project
⚫ ⚫ ⚫ ⚫ ⚫
Service
Use Project Finder Mobile Application ⚫ ⚫ ⚫ ⚫ ⚫
Qualify and convert a Lead to an Opportunity ⚫
Convert an activity to an Opportunity ⚫
Define and configure business units ⚫ ⚫
Define and configure teams ⚫ ⚫
Cases for Sales ⚫
Case management: reassign, add to queue, route & resolve
⚫
cases
Convert an Activity to a Case ⚫
Create, update and delete Contract templates ⚫
Configure SLA policies ⚫
Define and configure services, resources, and work hours
Schedule & dispatch capabilities: use scheduling assistant, drag & drop
⚫
assignment, update resource bookings
Field Service Mobile Application ⚫
Use Field Service Mobile Application offline sync ⚫

Dynamics 365 Licensing Guide | October 2018 P a g e | 35

 Team Sales Customer Service Field Project Service
Use Rights Marketing
Members Enterprise Enterprise Service Automation
Configure and View Schedule Board ⚫
Create and manage Repairs and Returns (RMA/RTV) ⚫
Manage Resource Schedule Optimization ⚫
Manage Resources (facilities, equipment, people), territories and work hours ⚫
Use Resource Availability View and Resource Schedule Management ⚫
Approve Project Transactions ⚫
Manage Services, Resources, Work Hours, and Competencies ⚫
Connector for LinkedIn Lead Gen Forms ⚫
General System Use: Actions
Use relationships & connections between
⚫+ ⚫+ ⚫+ ⚫+ ⚫+ For App
records
Search & Advanced find search ⚫ ⚫ ⚫ + ⚫ For App
⚫
Export data to Microsoft Excel ⚫ ⚫ ⚫ ⚫ ⚫ For App
Create, update and delete Email and Word Templates ⚫ ⚫ ⚫ ⚫ ⚫
Import data in bulk For App For App For App For App For App
Configure auditing For App For App For App For App For App
Configure duplicate-detection rules For App For App For App For App For App
Define connections and relationships between entities For App For App For App For App For App
Define and configure queues For App For App For App For App For App
Define and configure dialogs For App For App For App For App For App
Define and configure workflows For App For App For App For App For App
System reports, charts, and dashboards For App For App For App For App For App
Customize forms and views For App For App For App For App For App
Create Dynamics 365 forms, entities, and fields For App For App For App For App For App
Administer Dynamics 365 For App For App For App For App For App
Additional services and software
Interactive Service Hub ⚫ ⚫ ⚫ ⚫
Dynamics 365 - Gamification Fan & Spectator ⚫ ⚫ ⚫ ⚫
Dynamics 365 - Gamification Player & Admin ⚫ ⚫ ⚫
Microsoft Social Engagement ⚫ ⚫ ⚫ ⚫standalone
Voice of Customer ⚫ ⚫ ⚫ ⚫standalone
Unified Service Desk ⚫ ⚫
Microsoft Project Online Essentials* ⚫ ⚫ ⚫ ⚫ ⚫
Microsoft Project Online Premium* ⚫

+Actions can be performed only against records corresponding to entities included in the use rights
^Custom entities (either based on entities included in Dynamics 365 or created by a customer or partner) may require a higher CAL or User
SL, depending on the required access. Customizations can only be performed against entities included in the use rights
*Microsoft Project Online use rights governed by Microsoft Project Online licensing. https://products.office.com/en-us/project/compare-
microsoft-project-management-software
‘For App’ means that the use right in question is applicable only for the licensed application and not other applications

Dynamics 365 Licensing Guide | October 2018 P a g e | 36

 Appendix C: Dynamics 365 Unified Operations Plan
Security Roles by User SL Level
Overview of Security Roles
Providing users with access to the solution functionality is done by assigning each user one or more
Security Roles. Dynamics 365 Unified Operations Plan Security Roles combine meaningful packages of
solution functionality and access rights required to perform actions relevant to that role.

Figure 20: Assigning a Security Role to a user provides access to solution functionality

To make it easier to understand the licenses required, each Dynamics 365 Unified Operations Plan
Security Role has a pre-determined user type. When you assign Security Roles to users, you then know
what User SL those users require.
For example, in a manufacturing organization, the Accountants and Field Service Technicians require
different use rights. By assigning those user groups to the appropriate Security Role, they get the
functionality they need, and you know the User SL type that is required.
Notes:
• Customers can assign multiple Security Roles to one user, in which case the highest User SL type required
covers all the user rights.
• Customers have the flexibility to configure or customize Security Roles. This may impact the license required
for the new/modified Security Roles. Please refer to the Appendix C for more information about how such
customization can impact licensing requirements.

Dynamics 365 Licensing Guide | October 2018 P a g e | 37

 Out of the box security roles for Dynamics 365 Unified Operations Plan
Role Description User SL

Unified
Team
Talent Activity Operations Plan
Members
or Talent

Contractor Worker in contractor relationship with legal entities ● ● ●

Employee Worker in employment relationship with legal entities ● ● ●

Pending worker Worker in pending employment relationship with legal entities ● ● ●

Manager Supervisor in reporting relationship with subordinates ● ● ●

Documents compensation and benefit events, responds to compensation

Compensation and
and benefit inquiries and records the financial consequences of ●
benefits manager
compensation and benefit events

Information and functionality around managing employees who are out an

FMLA administrator ●
FMLA leave

Human resource Documents human resource events and responds to human resource
●
assistant inquiries

Human resource Periodically reviews human resource process performance and enables
●
manager the human resource process

Documents payroll events, responds to payroll inquiries and records the

Payroll administrator ●
financial consequences of payroll events

Payroll manager Authorizes activity in the payroll process ●

Documents recruiting events, responds to recruiting inquiries and records

Recruiter ●
the financial consequences of recruiting events

Documents training events, responds to training inquiries and records the

Training manager ●
financial consequences of training events

Unified
Team
Retail Activity Operations Plan
Members
or Retail

Retail warehouse The retail warehouse clerk performs picking, receiving, and
● ● ●
clerk stock counting in a store or warehouse

The retail store manager performs store management

Retail store manager functions at the store, such as managing sales reports, ● ●
inventory movements, and inventory counts

Retail warehouse Manages order picking, shipping and receiving for retail
● ●
manager channels

Retail catalog At the head office, the retail catalog manager maintains and
●
manager publishes retail catalogs

Retail merchandising At the head office, the retail merchandising manager

●
manager maintains and replenishes retail products and assortments

At the head office, the retail operations manager is

Retail operations
responsible for all non-merchandising operations, such as ●
manager
configuring stores, registers, and staff

Retail service Retail service account ●

Performs retail point of sale client configuration and

Retail store IT ●
installation at the retail store level

Dynamics 365 Licensing Guide | October 2018 P a g e | 38

 Team Unified
C-Suite Activity
Members Operations Plan

Chief executive
Reviews the financial and operational performance ● ●
officer

Chief financial
Reviews the financial performance ● ●
officer

Team Unified
Budgeting Activity
Members Operations Plan

Budget contributor
Create, update and approve departmental budget plans. ● ● ●

Budget clerk Documents budget events and responds to budget inquiries ● ●

Budget manager Reviews budget process performance and enables the budget process ●

Financials and Team Unified

Activity
Accounting Members Operations Plan

Positive pay clerk Document accounts payable positive pay events ● ● ●

Accountant Documents accounting events and responds to accounting inquiries ●

Reviews accounting, customer invoice, vendor invoice, and payment

Accounting manager ●
process performance and enables those processes

Accounting Reviews accounting process performance and enables the accounting

●
supervisor process

Accounts payable
Documents accounts payable centralized payment events and responds
centralized ●
to centralized payment inquiries
payments clerk

Accounts payable
Documents vendor invoice events and responds to vendor inquiries ●
clerk

Accounts payable Reviews vendor invoice process performance and enables the vendor
●
manager invoice process

Accounts payable Documents accounts payable payment events and responds to payment
●
payments clerk inquiries

Accounts receivable
Documents accounts receivable centralized payment events and responds
centralized ●
to centralized payment inquiries
payments clerk

Accounts receivable
Documents customer invoice events and responds to customer inquiries ●
clerk

Accounts receivable Reviews customer invoice process performance and enables the customer
●
manager invoice process

Accounts receivable Documents accounts receivable payment events and responds to

●
payments clerk payment inquiries

This role is designed for in-house or external auditors. It provides read-

Auditor only access to a majority of the system. It is also used for audit policy ●
management

Collections agent Documents collections events and responds to collections inquiries ●

Reviews collections process performance and enables the collections

Collections manager ●
process

Dynamics 365 Licensing Guide | October 2018 P a g e | 39

 Reviews all accounting process performance and enables
Financial controller ●
those processes

Tax accountant Documents fiscal events and responds to fiscal inquires ●

Tax engine
Create and manage taxable document model mappings. ●
developer

Tax engine
Create and manage generic tax engine components (taxable document
functional ●
and tax document)
consultant

Documents treasury events and responds to treasury

Treasurer ●
inquiries

Project Team Unified

Activity
Management Members Operations Plan

Project manager, Inquire into Purchase order to invoice progress for public
● ● ●
Public sector sector

Project timesheet
Enables creation and approval of project timesheets ● ● ●
delegate

Project timesheet
Enables creation and approval of project timesheets ● ● ●
user

Documents project accounting process events and responds

Project assistant ● ●
to project accounting process inquiries

Documents the project forecast/budget events and responds to project

forecast/budget inquiries. Maintains project accounting master
Project manager ● ●
information and responds to project accounting master information
inquiries. Authorizes project accounting process events

Resource manager Maintains project resource tasks ● ●

Project accountant Maintains project accounting policies ●

Project supervisor Enables and reviews the project accounting process ●

Team Unified
Procurement Activity
Members Operations Plan

Views and responds to purchase orders through Vendor

Vendor contact Collaboration, for the vendor accounts where the user is a ● ● ●
contact person

Documents purchase events and responds to purchase

Buying agent ● ●
inquiries

Vendor account
Documents vendor events and responds to vendor inquiries ● ●
manager

Documents request for quotation events and responds to request for

quotation inquiries. Documents purchasing events and responds to
Purchasing agent ●
purchasing inquiries. Maintains purchasing agreements and vendor
master information

Documents request for quotation events and responds to request for

Purchasing agent -
quotation inquiries. Documents purchasing events and responds to ●
Public Sector
purchasing inquiries

Reviews purchasing process performance and enables the purchasing

Purchasing manager process. Maintains purchasing agreements and vendor master ●
information

Sales Team Activity Unified

Dynamics 365 Licensing Guide | October 2018 P a g e | 40

 Members Operations Plan

Sales clerk Documents sales events and responds to sales inquiries ● ●

Sales representative Documents sales events and responds to sales inquiries ● ●

Reviews sales process performance and enables the sales

Sales manager ●
process

Team Unified
Customer Service Activity
Members Operations Plan

Customer service Documents customer service events and responds to

● ●
representative customer service inquiries.

Customer service Reviews customer service process performance and enables

●
manager the customer service process

Team Unified
Marketing Activity
Members Operations Plan

Marketing
Produces and distributes marketing materials ●
coordinator

Marketing manager Manages product marketing ●

Team Unified
Field Service Activity
Members Operations Plan

Field service
Visits customers in the field to perform service orders ● ●
technician

Service dispatcher Organizes the service technicians and prioritizes service orders ● ●

Service delivery
Reviews and enables the service order process ●
manager

Team Unified
Transportation Activity
Members Operations Plan

Transportation Enables inbound, outbound, rating, routing, and handling of

●
coordinator transportation process

Transportation Set up, maintain, and configure the network planning that are
●
logistics manager used in transportation management processes

Team Unified
Manufacturing Activity
Members Operations Plan

Lean waterspider Responds to inventory needs on the production line ● ● ●

Time registration
Worker enabled to use advanced features for time registration ● ● ●
user

Works on production orders and makes registrations in

Machine operator ● ●
Manufacturing execution

Reviews the time registration process and maintain

Shop supervisor corrections. Authorizes production feedback registrations and ● ●
responds to inquiries from production

Reviews the production plan and ensures the proper resources are
Production manager ●
available

Production planner Schedules and plans productions ●

Dynamics 365 Licensing Guide | October 2018 P a g e | 41

 Enables the production process. Ensures the day-to-day execution of
Production
orders/jobs so Machine operators know what to work on, who is available ●
supervisor
and can respond to the main requests from Machine operator

Team Unified
Distribution Activity
Members Operations Plan

Documents receiving operation events and responds to

Receiving clerk ● ●
warehouse receiving operation inquiries

Documents shipping operation events and responds to

Shipping clerk ● ●
warehouse shipping operation inquiries

Documents warehouse operation events and responds to

Warehouse worker ● ●
warehouse operation inquiries

Enables and reviews processes, maintains master data, and

Materials manager responds to inquiries within logistics and material ●
management

Enables and reviews processes, authorizes recordings, maintains master

Warehouse manager ●
data, and responds to inquiries within warehouse management

Plans and authorizes warehouse work. Maintains warehouse

Warehouse planner planning master information and responds to warehouse work ●
planning inquiries

Team Unified
Cost Accounting Activity
Members Operations Plan

Cost object Monitors monetary and non-monetary performance of

● ● ●
controller assigned cost objects

Implements dimensions, policies, and reporting structures

Cost accountant ●
according to the strategy set by the Cost accounting manager

Cost accountant Performs repetitive tasks aligned with predefined policies and
●
clerk reporting structures

Cost accounting Sets the overall strategy for how cost accounting is performed
●
manager in the Enterprise

Documents costs, inventory valuations, and cost accounting

Inventory
events. Responds to costs, inventory valuations, and cost ●
accountant
accounting events inquiries

Authorizes and maintains costs, inventory valuations, and cost

Inventory
accounting calculations. Responds to costs, inventory ●
accountant clerk
valuations, and cost accounting inquiries

Team Unified
Engineering Activity
Members Operations Plan

Product designer Designs new and modifies existing BOM structures ●

Product design
Reviews and authorizes product BOM structures ●
manager

Process engineer Defines processes to make new products ●

Process engineering
Reviews and authorizes new production processes ●
manager

Team Unified
Quality Control Activity
Members Operations Plan

Documents quality control events and responds to quality

Quality control clerk ● ● ●
control inquiries

Dynamics 365 Licensing Guide | October 2018 P a g e | 42

 Quality control Enables and reviews processes, maintains master data, and
●
manager responds to inquiries within quality control

Team Unified
Administrator Activity
Members Operations Plan

System user System role for all users ● ● ●

Provides access to all data management workspace menu items.

Note that this role does not control access to any of the entity
privileges that are required to actually perform the data
Data management
operation. As such this role can be assigned to any other ● ● ●
operation user
application role for users that require access to specific entity
sets or can be added to any custom roles where users can
simply only perform data activities for a restricted set of entities

Super user for the data management activities in the system. In addition
to the capabilities of the DataManagementMigrationUser and
Data management
DataManagementOperationsUser, this role provides access to the ●
administrator
DataManagementITWorkspace - an operational workspace to monitor
all data management activities

User that controls permission to all entities in the system. This role is
extended in all models where entities exist and need to be provisioned
for data management activities for users. The current pattern is to
Data management
create - per Entity View and Maintain privileges and then add it to the ●
migration user
entity's category bound View and Maintain duties defined in that
model. These duties are all part of the DataManagementMigrationUser
extension that will be defined in the model.

Electronic reporting
Maps database to adversary data models ●
developer

Electronic reporting
functional Maps data models to formats ●
consultant

System
System Administrator role for Dynamics AX ●
administrator

System
document branding Controls access to the Document Branding Management forms ●
administrator

Maintains user and security setup in Dynamics AX, grants the ability to
Security create and maintain security roles, duties, and privileges and the ability
●
administrator to assign users to roles, define role assignment rules, and maintain data
security policies

Information Maintains servers and software for Dynamics AX. Maintains and
technology configures settings for batch servers, load balancing, databases, ●
manager Enterprise Portal, Services, and Workflow

Note: Management Reporter functionality is included in the Dynamics 365 Unified Operations Plan. To get the use
rights, the Management Reporter Designers require an Operations App and Management Reporter Viewers require a
Team Member.

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 Appendix D: Operations Customization and Licensing
Requirements
Dynamics 365 Unified Operations Plan is fully customizable to provide customers with the right
experience for every user. Dynamics 365 Unified Operations Plan has over 10,000 Menu Items which are
mapped to the three user types. To make it faster and easier to deploy the solution and determine
licensing requirements, these Menu Items are associated with certain Security Roles.
The required SL for a given user is determined by the highest user type classification of the Menu Items to
which the user will have access. For example, if you assign an Accountant to a Role that includes access to
a Menu Item classified as “Operations App”, then that person requires a Dynamics 365 for Operations SL.
Menu items that are classified at the “Team Members” level are available to all users to which you have
assigned a Team Members User or higher level User.
For an even better fit in their organizations, customers can change which actions may be performed by
specific individuals or Roles. When customizing, it is important to remember that the license required is
determined by the highest-level Menu Item to which that individual has access.
Assigning Multiple Roles to a Single User
The straight forward way to customize which actions a specific employee may perform in Dynamics 365
Unified Operations Plan is by assigning multiple Roles to that employee. For example, an employee could
be assigned both the Customer Service Rep and the Field Technician Roles and could therefore perform
actions associated with both Roles. In this case, the employee would still only need a single User SL. Since
the Customer Service Rep Role is designated at a higher user type level (Operations) than the Field
Technician Role (Team Members), the employee would only need the Dynamics 365 Unified Operations
Plan User SL to perform actions associated with both Roles.
Changing Menu Items Associated with a Role
Another way to customize what actions users may perform is by changing which Menu Items are
associated with a Role. For example, if a customer wants everyone who is assigned the Field Technician
Role to be able to also approve posting of service orders (which is designated as an Operations level
action), then they can customize the Role to include the “Approve posting of service order” Menu Item.
Because the required SL is determined by the highest-level action the user may perform, all users
assigned to the Field Technician Role would then require the Operations User SL.
Changing Menu Items Associated with an Individual
Further, customers may assign specific actions to specific users. Following the example above if the
customer has 20 employees assigned to the Field Technician Role and wants to allow only five of those
employees the ability to approve posting of service orders, they may assign the “posting of service order”
Menu Item to those five individuals. Those five individuals would then require the Operations User SL,
while the remaining 15 employees assigned to the Field Technician Role would require the Team
Members User SL.

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 Creating Menu Items
Partners and customers may also create Menu Items to fit specific customer scenarios. When doing so,
those new Menu Items must be mapped to the User SL type that best matches the type of use based on
the definitions of user SLs found in this document.
Notes:
• Roles in Dynamics 365 Unified Operations Plan are not the same as job titles.
• “Menu Item” means an object that allows users to display or view a form, sub-form, or URL in a
browser application; run a task that triggers a system class, function, workflow or web-action
initiated by a user; or cause an output in the ERP solution or a separate device.
Menu Items are classified at one of the User SL types. Users with a given SL have access to each Menu
Item classified at—or below—that User SL type.

Dynamics 365 Licensing Guide | October 2018 P a g e | 45

 Appendix E: Dynamics 365 Add-ons
If you require additional subscription capacity (such as additional instances or storage), you can include
these optional add-on licenses with your subscription. Subscription add-ons apply across tenant; they are
not tied to a specific user. Subscription add-ons can be purchased at any time and remain a part of the
subscription for the remainder of the subscription term. We have broken this add-on section down into
all Customer Engagement Plan Business Applications, which will leverage the same tenant and
infrastructure will accrue across this one tenant. Dynamics 365 Unified Operations Plan Applications
leverages an entirely different tenant and will have its own set of add-on capabilities.

Customer Engagement Plan Business Applications

The following Customer Engagement Plan Business Application subscriptions share the same tenant and
share infrastructure capacity:
• Dynamics 365 for Sale
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation

They will have access to the following Customer Engagement Plan Business Application default
subscription capacities, shared across the Customer Engagement Plan Business Applications. If a
customer purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement
Plan Business Applications and the Dynamics 365 Unified Operations Plan Application.

Production Instance Add-on

The Production Instance Add-on is well suited for multi-instance deployments such as departmental
applications configured within an organization. Licensed users associated with a Dynamics 365
Customer Engagement Plan Business Application subscription can access the default Dynamics 365
Customer Engagement Plan Business Applications instance included in the subscription, and every
Dynamics 365 Customer Engagement Plan Business Application additional instance associated with
the same tenant, shared across the Customer Engagement Plan Business Applications.
The Production Instance Add-on license does not include any default storage capacity.
Figure 21: Customer Engagement Plan Additional Database Storage Add-on

Dynamics 365 Licensing Guide | October 2018 P a g e | 46

 Non-Production Instance Add-on
The Non-Production Instance Add-on is well suited for deployments such as test environments,
training applications, and sandbox environments configured within an organization. Licensed users
associated with a Dynamics 365 Customer Engagement Plan Business Application subscription can
access the default Dynamics 365 Customer Engagement Plan Business Application Non-Production
instance included in the subscription, and every additional Non-Production instance associated with
the same tenant. The additional Non-Production Instance Add-on license does not include any default
storage capacity.
Figure 22: Additional Non-Production Instance Add-on

Additional Portals and Page Views

The default Portal provided with Dynamics 365 Customer Engagement Plan business application
subscriptions may be extended by purchasing licenses for additional portals, for use as a non-
production portal, or additional production portals.
Customers may purchase additional page views.

Subscription Capacity – Per Portal Included Capacity Additional Increment

Page views:
1 million/month 500,000/month
Access/utilization of the Dynamics 365 Portal

Additional Database Storage Add-on

The Database Additional Storage Add-on provides flexibility to increase the storage capacity
associated with your Dynamics Online subscription in increments of 1GB per Additional Storage Add-
on license, up to 30TB of storage.
Note: The subscription storage corresponding to a customer subscription is tracked against all the
Dynamics 365 Customer Engagement Plan Business Application instances associated with the tenant.

Dynamics 365 Licensing Guide | October 2018 P a g e | 47

 Figure 23: Storage Add-on

Microsoft Social Engagement Additional Posts Add-on

The Additional Posts Add-on provides additional posts to a Microsoft Social Engagement subscription
in increments of 10,000, 100,000, or 1,000,000 posts per month. On the first day of the month, the
number of purchased additional posts is added to the included quantity of 10,000 posts. All unused
posts expire at the end of each month.
Figure 24: Social Engagement Additional Posts Add-on

Dynamics 365 for Field Service - Resource Schedule Optimization Add-on

Resource Scheduling Optimization is an Add-on capability for the Dynamics 365 for Field Service
application that enables the customer to automatically schedule SharePoint to the most appropriate
resources, while simultaneously optimizing appointment setting for travel time, mileage, and many
other constraints.
Resource Schedule Optimization is licensed per Resource included in the optimization process and
will typically be accessed by a scheduler or dispatcher user who will designate any number of
resources to be included. Resources may be individuals, such as field technicians or other human
resources.
The add-on license allows for unlimited use of schedule optimization, which may be on a regular
cadence such as daily or weekly, or ad-hoc.
A Dynamics 365 for Field Service license is required for managing the Resource Schedule
Optimization.

Dynamics 365 for Marketing Additional Contacts Add-on

Dynamics 365 for Marketing is based only on the number of contacts intended to be used for
marketing activity and not the total number of contacts in database. Minimum purchase quantities
must be met to activate packs. Customers with the included Dynamics 365 for Marketing with
Customer Engagement Plan application (2K contacts included), are required to purchase the
Additional Contacts 8K add-on pack before purchasing any of the other Additional Contacts packs.

Dynamics 365 Licensing Guide | October 2018 P a g e | 48

 Figure 25: Marketing Additional Contacts Add-on

Unified Operations Plan Applications

The following Unified Operations Plan Applications share the same tenant and share infrastructure
capacity: Dynamics 365 for Finance and Operations and Dynamics 365 for Retail. They will have access to
the following additional capacities, shared across the Unified Operations Plan Applications. If a customer
purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement Plan
Business applications and the Dynamics 365 Unified Operations Plan application.

Dynamics 365 Unified Operations - Order Lines Add-on

The Dynamics 365 for Operations - Order Lines Add-on allows customers to extend the use of their
business application by providing a transactional licensing mechanism for indirect access by partners,
customers, connected automated systems, loT devices and bots. Dynamics 365 Unified Operations -
Order Lines benefits include:
(i) For qualifying transaction types, customers will be able to license indirect access on a
transactional ‘order line’ basis rather than on a per user basis
(ii) Alleviates pricing and licensing friction in many common multiplexing scenarios
(iii) Supports a broader set of external user scenarios
(iv) Enables licensing of automated systems and devices that do not include users (e.g. IoT
scenarios)
(v) Improves licensing cost transparency and predictability
(vi) Ties licensing cost more directly with business outcomes
Note, if users need direct access to Dynamics 365 or are accessing indirectly with a transaction type or
action that is not covered by the qualifying order lines types that a user or device license is required.

For designated order line types, per user licensing is no longer required if dynamics 365 Unified
Operations – Order Lines is used. Only the data in the tables designated as qualifying for Order Lines
may be updated under Order Lines licensing. Creation of order lines and order lines updates in those
tables is counted, deletes will not count against the customer’s order line total. All other direct and
indirect access requires a user or device subscription license. Order Lines limits are enforced annually
e.g. 100K order lines * 12 months = 1.2M order lines that can be consumed at any point in the year.
An annual license is required. If the order line limit is reached orders will not blocked but customers
will receive warnings and can true-up on anniversary.

Dynamics 365 Unified Operations – Order Lines is an opt-in and opt-out model. Customers opt-in by
purchasing the Order Lines SKU. Once a customer opts in, all creation of designated order line types
through OData and DIXF will be tracked. Customers who don’t purchase Order Lines will, by default,

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 have opted out and all direct and indirect access must be appropriately licensed with user and device
licenses.

Qualifying Order Lines types are captured in the table below. If other tables need to be accessed or
other user actions taken, then per user pricing is required. Retail and Manufacturing transactions are
not currently supported with the Order Lines SKU but are being investigated for future inclusion.
While order line licensing is restricted to designated order line types, additional entity records that are
both required to support and are directly referenced by an order line may also be created or updated
with the order line without requiring a user or device license. Those additional entity records will not
be counted as additional order lines unless the additional entity record is also a designated order line
record type, in which case it will also be counted.

Dynamics 365 for Talent Comprehensive Hiring Add-on

Dynamics 365 for Talent comprehensive hiring monetizes and expands the Talent “attract”
capabilities. The comprehensive hiring add-on enables new capabilities for recruiter-grade features
for appropriately licensed recruiters, talent specialists, and people managers.
Recruiters, talent specialists, and people managers: Hiring experience with expanded capabilities
(i) Unlimited shareable named talent pools & global pools
(ii) Job requisition workflow & additional rules
(iii) Career site & job publishing
(iv) Offer management
(v) Relevant jobs and candidates
(vi) Compliance features & reporting
(vii) LinkedIn Recruiter System Connect
(viii) Enhanced dashboard (KPIs & summary data)
(ix) Deeper administrative capabilities (templates, bulk processing, admin-governed security)
To get the entitlements included with the Talent comprehensive hiring add-on, customers must
satisfy:
• The minimum purchase requirement Talent applications (standalone, Unified Operations plan,
or Dynamics 365)
• Sufficient number of comprehensive hiring (100 employee pack) add-ons to meet or exceed
the number of employees on payroll
To access Talent comprehensive hiring capabilities users must be licensed with the appropriate USL
for their role:
• HR pros/recruiters: Unified Operations/Dynamics 365 plan/Talent
• Hiring manager/employees: Team Members (or any Dynamics 365 USL that include Team
Members use rights)

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 Dynamics 365 for Talent comprehensive hiring tier Add-on
Talent comprehensive hiring packs:
Figure 26: Talent comprehensive hiring Add-on

Sandbox Tier 1 Add-on (one included with subscription)

This is a non-production single box Developer Instance that customers can use to customize
Dynamics 365 Unified Operations Plan and Retail application and unit test their changes. Licensed
users associated with a Dynamics 365 Unified Operations Plan or Retail subscription can access the
default developer instance included in the subscription, and every additional instance associated with
the same customer. The additional Non-Production Developer Instance Add-on license does not
include any incremental default storage capacity.

Sandbox Tier 2 Add-on (one included with subscription)

This is a non-production multi-box Standard Acceptance Testing instance that customers can use for
User Acceptance Testing, integration testing and training. Licensed users associated with a Dynamics
365 Unified Operations Plan or Retail application subscription can access the default Standard
Acceptance Testing instance included in the subscription and every additional instance associated
with the same customer. The additional Non-Production Standard Acceptance Testing Instance Add-
on license includes 10GB of default storage at no additional charge per instance.

Sandbox Tier 3 Add-on

This is a non-production multi-box Premium Acceptance Testing instance that customers can use for
larger scale user acceptance testing, integration testing and training. This sandbox environment can
also be used for performance testing for smaller customers or customers with lighter loads. Licensed
users associated with a Dynamics 365 Unified Operations Plan or Retail application subscription can
access every additional instance associated with the same customer. The additional Non-Production
Premium Acceptance Testing Instance Add-on license includes 10GB of default storage at no
additional charge per instance.

Sandbox Tier 4 Add-on

This is a non-production multi-box Standard Performance Testing instance that customers can use for
performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for smaller to medium sized customers or customers with medium load.
Licensed users associated with a Dynamics 365 Unified Operations Plan or Retail application
subscription can access every additional instance associated with the same customer. The additional
Non-Production Premium Acceptance Testing Instance Add-on license includes 10GB of default
storage at no additional charge per instance. Additional storage capacity is also granted at no charge
per instance as an organization increases the number of Full User and Device SLs. For every increment
of 20 Full User SLs (excludes Team Members and Activity Users), the included storage capacity
increases by 2.5GB.

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 Sandbox Tier 5 Add-on
This is a non-production multi-box Premium Performance Testing instance that customers can use for
performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for larger sized customers or customers with heavier load. Licensed users
associated with a Dynamics 365 Unified Operations Plan or Retail application subscription can access
every additional instance associated with the same customer. The additional Non-Production
Premium Acceptance Testing Instance Add-on license includes 10GB of default storage at no
additional charge per instance. Additional storage capacity is also granted at no charge per instance
as an organization increases the number of Full User and Device SLs. For every increment of 20 Full
User SLs, the included storage capacity increases by 2.5GB.

Additional Database Storage Add-on

The Additional Database Storage Add-on provides flexibility to increase the SQL database storage
capacity associated with your Dynamics 365 Unified Operations Plan or Retail application subscription
in increments of 1GB per Additional Database Storage Add-on license, for a max of 1TB. This
Additional Storage Add-on can be used to increase database storage across the production and/or
non-production instances.
Note: The subscription storage corresponding to a customer subscription is calculated as cumulative across
Dynamics 365 Unified Operations Plan instances associated with the tenant.
Figure 27: Storage Add-on

Additional File Storage Capacity

The Additional File Storage Add-on allows Dynamics 365 Unified Operations or Dynamics 365 Retail
customers to increase Azure Binary Large Objects (BLOBs) cloud storage capacity by 10GB per
Additional File Storage add-on license.

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 Appendix E: Support Policies
EXPECTED MICROSOFT EXPECTED CUSTOMER
SEVERITY CUSTOMER’S SITUATION
RESPONSE RESPONSE
Critical business impact: Initial response: -Allocation of appropriate
-Customer’s business has -1 hour or less for Professional resources to sustain continuous
A significant loss or degradation of Direct and Premier efforts all day, every day₁
services. -2 hours or less for Enhanced -Accurate contact
-Needs immediate attention -Next business day for Subscription information on case owner

Moderate business impact: Initial response: -Allocation of appropriate

-Customer’s business has -2 hours or less for Professional resources to sustain continuous
moderate loss or degradation of Direct and Premier effort unless customer requests
B
services but work can reasonably -4 hours or less for Enhanced to opt-out of 24x7₂
continue in an impaired -Next business day for Subscription -Accurate contact information on
manner case owner
Minimum business impact: Initial response: -Accurate contact information on
-Customer’s business is -4 hours or less for Professional case owner
C substantially functioning with Direct and Premier
minor or no impediments of -8 hours or less for Enhanced
services -Next business day for Subscription
1.
24x7 support is only available for Professional Direct and Premier. Premier customers login to Microsoft Premier Online to
submit. 24x7 support for Severity B incidents is only available for Premier.
2.
Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable
Microsoft to continue with problem resolution efforts.

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 Appendix F: Change Log
Page Topic Change Action Date
• Realign the “light tasks” use rights intended for the Team
Members license
9, 10 & • Maintain “read only” access across Dynamics 365 for knowledge
Team Members Updates sharing
October 2018
Appendix B
• Limit use of custom entities, as part of the designated light
weight team member experience
48, 49 Marketing contacts New Additional Contacts Tier Packs October 2018
Microsoft Relationship October 2018
20, 21 New New Offerings
Sales solution
Customer Service October 2018
14, 15, 16 New New Offering
Professional
1st included portal requires the purchase of a minimum of 10 Full
25 Portal Update User licenses of Dynamics 365 Customer Engagement Plan, October 2018
Dynamics 365 Customer Engagement Business Applications
49, 50 Order Lines New New Offering October 2018
Talent comprehensive October 2018
50, 51 New New Offering
hiring
Limit to size of 3rd party solution installs
34 *Footnote Sales table Clarified Limit to the number of 3rd party solution installs
July 2018
23 Database Storage Corrected 10K was corrected to read 10GB July 2018
46 Resource Schedule Clarified Resource Schedule Optimization is licensed per Resource June 2018
Optimization included in the optimization process and will typically be
accessed by a scheduler or dispatcher user who will
designate any number of resources to be included.
Resources may be individuals, such as field technicians or
other human resources. equipment, or even designated
groups of resources.
“The Administrator may assign relevant users in the
11 Marketing Removed organization with a license for access to the Marketing May 2018
Application.”
Changed Team Members and Activity PowerApps from
25 PowerApps Table Clarified PowerApps for Dynamics 365 to PowerApps for Dynamics May 2018
365 Teams
Various & Dynamics 365 Mobile
Removed From all applications except Field Service May 2018
Appendix B Offline
26 & 27 Premium Support Clarified Mix and match concept May 2018
25 PowerApps Clarified Clarified language for PowerApps May 2018
Dynamics 365 Unified Dynamics 365 for Operations Plan was corrected to read
Various Corrected May 2018
Operations Dynamics 365 Unified Operations Plan

© 2018 Microsoft Corporation. All rights reserved.

This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. This information
is provided to help guide your authorized use of products you license; it is not your agreement. Your use of products licensed under your license
agreement is governed by the terms and conditions of that agreement. In the case of any conflict between this information and your agreement, the
terms and conditions of your agreement control. Prices for licenses acquired through Microsoft resellers are determined by the reseller .

Dynamics 365 Licensing Guide | October 2018 P a g e | 54

 Appendix H: Team Members License for Existing
Customers
Customers with Team Members licenses acquired prior to October 1, 2018, may use their Team Members
licenses in accordance with the description below through the duration of their term and any subsequent
term begun prior to July 1, 2020, or through June 30, 2023, whichever is earlier. Customers may continue
to use their Dynamics 365 for Team Members license as is.

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