Dynamics365 for Customer Service

Overview

Dynamics 365 Customer Service

This is the license you will need to build and create applications for users.

Dynamics 365 Customer Service is meant to provide a full-featured customer service platform designed to manage customers across multiple channels. It houses features like Knowledge Management, Omnichannel Support, Customer Sat Surveys, along with Case Management being a feature that is part of D365 Customer Service

Dynamics 365 Customer Service Plan includes:

Dynamics365 for Case Management

This is the license you will need as a user to use applications built in Dynamics.

Microsoft Dynamics 365 for Case Management is the recommended choice for your users engaging in various aspects of work. This license profile typically applies to activity-based users who create, submit and edit entities within Dynamics for themselves or on behalf of others. It provides licensed users with access to case management along with the ability to use custom entities. Case management represents a subset of the Customer Service application. A Customer Engagement license is required to administer the Case Management application.

Service Level Targets & Availability

99.9% service level agreement and coincides with the Microsoft Enterprise Agreement for SLA.

Service Rates: Please see the MaineIT Rate Table 

**VERY IMPORTANT** - Please Note – The costs per user/instance are highly dependent on bundling. Buying one-off instances ad-hoc will cost more than if we were to bundle the total of the licenses upon our yearly renewal with Microsoft.

Options Available for Additional Charge

Customer Expectations

  • Disclosures of any security requirements
  • Individual users follow state IT use rules and policies, including all security policies
  • A contact person and backup are designated to interface with the MaineIT team
  • Any issues or problems with this service are reported to the MaineIT team as promptly and with as complete information as is feasible
  • All third-party applications are the responsibility of the user
  • Data management – all data is owned by the user’s department and subject to departmental rules
  • Department is responsible for valid license selection and tracking
  • For Power Platform Environments, the Environment System Administrator is responsible for managing administration of the environment and all other end user configuration options
  • Departments are responsible for maintaining the license levels to ensure that licenses are available to meet staffing needs. To review license status, please see the Office 365 License Status page (Internal Only)
  • Request for O365 licenses require a two-week notice. · Training – self-service and free training is available. Please visit the Office 365 Portal (Internal Only) for more information.
  • Billing for licenses will start once the license has been issued to the Agency

To get help or order this service

  • Call MaineIT Service Center at 624-7700
    Submit an Assyst Application Service Request