Dynamics 365 CRM

Customer Service is replacing Intraday Insights with a new tool, resulting in a need for customers to adopt the new solution or develop custom reports before support for Intraday Insights ends in six months.

Prior label given to the subset of Dynamics 365 Services-branded core business applications that provide sales, customer relationship management (CRM), and field service capabilities; licensed primarily via User SLs (Subscription Licenses) and Device SLs]]; See current term Dynamics 365 CRM for in-depth entry.

Dynamics 365 Sales Enterprise includes rights to Viva Sales at no cost; a service that shares customer data between Office applications and Dynamics 365, reducing manual efforts.

Chart shows the possible mapping of Dynamics CRM Server on-premises to Dynamics 365 online.

Illustration shows Dynamics 365 CRM-related packaging (formerly Customer Engagement), as of June 2022.

Controlling costs while licensing users in the Dynamics 365 cloud requires understanding the overall deployment strategy, how customizations will be used, and the features needed by each user in each instance.

Dynamics 365 Guides and Remote Assist, which provide access to home office data and specialists, have added device licensing to help reduce cost but also reduces auditing capabilities.

Customer Service Insights will require a Customer Service Enterprise subscription after Dec. 2021, when it will no longer be available as an add-on or stand-alone service.

Dynamics 365 Customer Engagement has several renewal deadlines scheduled for Dec. 31, 2020, that require immediate response to avoid forced migration or loss of rights.

Illustration shows Dynamics 365 Customer Engagement packaging as of Oct. 2020.