Microsoft Dynamics 365 (online) Service Description

Office 365
 

Applies to: Office 365

Topic Last Modified: 2017-06-01

As of the December 2016 update for Dynamics 365 (online and on-premises), Dynamics CRM functionality is now included as a part of Dynamics 365, a suite of intelligent business applications. Dynamic 365 unifies customer relationship management (CRM) and enterprise resource planning (ERP) capabilities by delivering new applications to help manage specific business functions.

These applications include:

  • Dynamics 365 for Sales

  • Dynamics 365 for Customer Service

  • Dynamics 365 for Field Service

  • Dynamics 365 for Project Service Automation

  • Dynamics 365 for Operations

  • Dynamics 365 Financials

To learn more about Dynamics 365 features, see Microsoft Dynamics 365.

Dynamics 365 has two editions: Enterprise and Business. Within those two editions, there are several plans available specifically designed to meet usage patterns and the needs of large and small businesses. The applications are also available individually.

To learn more about Dynamics 365 features, see Microsoft Dynamics 365.

The following table lists all the Dynamics 365 applications and their availability across the Enterprise and Business plans. For specific information about pricing, licensing, user rights, and more, see the following download: Dynamics 365 Licensing Guide.

 

Applications

Enterprise Plan 1

Enterprise Plan 2

Enterprise for Team Use1

Business Edition, Full Use2

Business Edition for Team Members3

Dynamics 365 for Sales

Yes

Yes

Yes

No

No

Dynamics 365 for Customer Service

Yes

Yes

Yes

No

No

Dynamics 365 for Field Service

Yes

Yes

Yes

No

No

Dynamics 365 for Project Service Automation

Yes

Yes

Yes

No

No

Dynamics 365 for Operations4

No

Yes

Yes

No

No

Microsoft PowerApps with Flow

Yes

Yes

Yes

Yes

Yes

Dynamics 365 Financials

No

No

No

Yes

Yes

NoteNote:
1 Light use: includes read access and some write access for select light tasks across all Enterprise edition Dynamics 365 apps.
2 Each full use license includes one external accounting professional license to securely connect with your accountant via the cloud.
3 Light use: includes read access and some write access for select light tasks across all Business edition Dynamics 365 apps.
4 Includes Manufacturing and Supply Chain, Retail and Commerce, and Finance.

The following provides a high-level summary of the use rights associated with each of the five User Service Levels. For a detailed comparison, refer to Appendix B in the download: Dynamics 365 Licensing Guide.

 

Team Members

Sales

Customer Service

Field Service

Project Service Automation

Plan 1

All Dynamics 365 Enterprise edition data

Read-only

Read-only

Read-only

Read-only

Read-only

Read-only

Dynamics 365 for Operations functionality: record time and expense; create requisitions; manage budgets; approval of operations time; expense and invoices; edit and respond to inquiries for: quality control, service orders

Full

Full

Full

Full

Full

Full

Accounts and contacts, activities and notes

Full

Full

Full

Full

Full

Full

Knowledge Management, Interactive Service Hub

Full

Full

Full

Full

Full

Full

Record time and expense, manage personal information, apply for projects

Full

Full

Full

Full

Full

Full

Custom entities

Full1

Full1

Full1

Full1

Full1

Full1

Dual use rights for equivalent Dynamics 365 CAL (if exists)

Full

Full

Full

Full

Full

Full

Run workflows and on-demand processes

Full2

Full2

Full2

Full2

Full2

Full2

Microsoft Project Online Essentials, Gamification Fan and Spectator rights

Full

Full

Full

Full

Full

Full

Portal only: self-serve case submission and chat initiations as supportee (not agent)

Full3

Full3

Full3

Full3

Full3

Full3

Portal only, non-employee only: update work orders, create and update opportunities

Full3

Full3

Full3

Full3

Full3

Full3`

User reports, dashboards, and charts

Full

Full

Full

Full

Full

Full

Configure system reports, system charts, system dashboards

None

Read-only

Read-only

Read-only

Read-only

Full

Leads, opportunities, goals, contracts, quotes, orders, invoices, competitors

Read-only

Full

Read-only

Read-only

Read-only

Full

Sales campaigns, quick campaigns, marketing lists, price lists, product lists

Read-only

Full

Read-only

Read-only

Read-only

Full

Unified Service Desk

Read-only

Full

Full

Read-only

Read-only

Full

Full case management, services, resources (not bookable), work hours, facility, equipment, articles

Read-only

Read-only

Full

Read-only

Read-only

Full

Work orders, schedule and dispatch with schedule board, service agreements, Field Service invoices and purchase orders, customer assets, inventory, repairs and returns

Read-only

Read-only

Read-only

Full

Read-only

Full

Project, project expenses and estimates, resource availability view and schedule management, project price lists/contracts/invoices, approve project transactions, Microsoft Project Online Premium

Read-only

Read-only

Read-only

Read-only

Full

Full

PowerApps

Read-only4

Read-only4

Read-only4

Read-only4

Read-only4

Full

Microsoft Social Engagement, Voice of Customer, Mobile Offline, Gamification Player and Admin

None

Full

Full

Full

Full

Full

Create workflows, bulk data import, and customizations across entities included in application

None

Read-only4

Read-only4

Read-only4

Read-only4

Full

Full = full access rights

Read-only = read-only/limited access rights

None = no access rights

NoteNote:
1 Custom entities (either based on entities included in CRM or created by a customer or partner) may require a higher CAL or USL, depending on the required access. Customizations can only be performed against entities included in the use rights.
2 Creating, updating and deleting via workflows can only be performed against entities included in the use rights (i.e. update an opportunity requires Sales or Plan 1).
3 No Access to Dynamics 365 User Interface. Case Management and Chat can only be submitted on users’ own behalf, as a supportee, not on behalf of a customer or other individual.
4 Creation of PowerApps can only leverage data included within the individual application.

For information on the licensing terms, conditions, and supplemental information relevant to the use of products and services licensed through Microsoft Volume Licensing programs, see Service Level Agreement for Microsoft Online Services.

Downtime windows for the Dynamics 365 Service are defined as follows:

 

Category

Impact/Downtime

Notification

Operational level agreement*

Weekly

No impact/No downtime

Message Center

48 hours

Monthly

No impact/No downtime

Message Center

48 hours

Update rollup

No impact/No downtime

Message Center

48 hours

Major upgrade

Scheduled by the customer and completed within the selected window

Message Center

90 days

Check the Service Level Agreement for Microsoft Online Services download for the latest information regarding service downtime windows.

*Operational level agreement = the time for operations team to deliver on a set of services defined in the Service Level Agreement.

For information regarding Dynamics 365 security, privacy, and compliance, see the Microsoft Dynamics 365 Trust Center.

Comments or questions about this topic? Send your feedback to Office 365 Service Description Feedback. Need help with Office 365? Visit the Microsoft support center. Want to chat with a customer service representative? Go to the Select a plan page and click Chat now in the red banner at the top.

 
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