Dynamics 365 Case Management Subscription, a Rarely Seen Low-Cost Option

• Dynamics 365 Customer Service Case Management subscriptions can provide a lower-cost option for some Customer Service users.
• They can help in scenarios where Customer Service is used internally with end users who only need to update case data.
• The Case Management subscription is not discussed in the Product Terms or Licensing Guide but does appear on several Microsoft price lists.
• Organizations should ask their Microsoft sales rep for the special Case Management license to reduce cost if their deployments meet the right criteria.

Dynamics 365 Customer Service Case Management is a User Subscription License (User SL) that provides extensive update rights and access to the Case Management module. In the right scenario, the User SL can reduce the cost of some internal users by up to 50% by removing the need to license users with Customer Service Enterprise User SLs. 

The illustration compares features of Customer Service User SLs. They are packaged in a Russian-doll fashion, with a higher-level offering including all the features of the lower levels. The Case Management User SL is displayed in the lower left.