Frequently asked questions about Microsoft Social Engagement service discontinuation and Dynamics 365 Market Insights Preview

What is being announced about Microsoft Social Engagement?

Effective January 16, 2019, Microsoft Social Engagement will no longer be included as part of any Microsoft Dynamics 365 license entitlement for new customers. Current customers with license entitlements to Microsoft Social Engagement will continue to be able to access the service and add any additional social post capacity as needed, until the earlier of these dates: the expiration of your subscription or January 16, 2020. Effective January 16, 2020, Microsoft Social Engagement will be discontinued for all Dynamics 365 customers.

Also starting October 1, 2019, Microsoft Social Engagement will no longer support Twitter as a data source. However, social engagement capabilities are not expected to function differently without Twitter data.

Why is Microsoft Social Engagement being discontinued?

Based on market trends and strategic direction, we have decided to focus Dynamics 365 Market Insights Preview on providing insights about broader market patterns derived from aggregated data to help business professionals make decisions.

How will current Microsoft Social Engagement customers be notified?

The announcement will be communicated through periodic customer emails and existing communication channels to all Microsoft Social Engagement admins starting January 16, 2019.

If you are seeking a social engagement solution, please look for other solutions available in Microsoft AppSource or external marketplaces. If you are looking for aggregated insights based on web activities, you can preview email alerts based on US web data in Dynamics 365 Market Insights Preview for free.

Subscription and billing information

What customer subscriptions and pricing are affected by this announcement?

Any customers with the following license entitlements will be impacted.

Dynamics 365 Licenses

  • Dynamics 365 for Sales, Enterprise edition
  • Dynamics 365 for Customer Service, Enterprise edition
  • Dynamics 365 for Field Service
  • Dynamics 365 for Project Service Automation
  • Dynamics 365 for Marketing
  • Dynamics 365 for Customer Engagement Plan
  • Dynamics 365 Plan

Legacy Licenses

  • Dynamics CRM Online Enterprise
  • Dynamics CRM Online Professional
  • Microsoft Social Engagement Enterprise
  • Microsoft Social Engagement Professional

Will monthly quota add-ons be available for purchase after January 16, 2019? Or, will these be discontinued?

Monthly quota add-ons for Microsoft Social Engagement will continue to be available for customers for purchase until the discontinuation of the application on January 16, 2020.

Will new Dynamics 365 customers be entitled to Dynamics 365 Market Insights?

New Dynamics 365 customers are encouraged to sign up to try the Dynamics 365 Market Insights Preview. However, Market Insights isn't intended to be a successor product to Microsoft Social Engagement anymore. More details about pricing and licensing for Dynamics 365 Market Insights will be available closer to the General Availability release.

Who can customers contact for billing issues and concerns?

If customers need to locate their Dynamics 365 (online) billing and subscription support team, they can go to Dynamics 365 (online) Billing FAQ to locate their billing support number or submit a billing support query. They can also email us at MSEEol@microsoft.com for any escalations.

Retrieving data from Microsoft Social Engagement and quota information

What options do customers have for retrieving their data?

Customer data will be retained for at least 90 days after the expiration of your subscription or January 16, 2020, whichever is earlier. Please submit a support ticket through your Office 365 admin portal if you would like to retrieve a copy of your data.

Dynamics 365 Market Insights

What is the Microsoft Social Engagement to Dynamics 365 Market Insights transitional experience?

Dynamics 365 Market Insights Preview is no longer intended to be a successor to Microsoft Social Engagement. If you are seeking a social engagement solution, please look for other solutions available in Microsoft AppSource or external marketplaces.

What are the key capabilities of Dynamics 365 Market Insights?

Dynamics 365 Market Insights Preview helps business professionals learn what their audiences say, seek, and feel.

The current capabilities of the app include:

  • Daily or weekly email alert notifications - Stay better informed about emerging news and trends with customizable email alerts relevant to your monitored topics.

  • AI-assisted query builder - Leverage the power of AI to spend less time setting up searches and more time acting on insights.

  • Bing web search rising topics - Identify trends by analyzing search query results during a specified period for key topics of interest to your business. 

The application will soon add more capabilities to provide aggregated news and insights, based on web activities such as search, browse, and other signals.

Refer to the Release Notes for information about additional capabilities for future releases.

What is the international availability of Dynamics 365 Market Insights?

Email alerts and insights are based on US web-activities data and are available only in English. They can also be used by global organizations seeking insights for their US operations. Expanding international availability is currently not in scope for the initial release.

Can customers access the Dynamics 365 Market Insights preview if they are located outside of the countries or regions set forth in the Availability Guide?

Unfortunately, Dynamics 365 Market Insights is only available in the countries/regions and languages set forth in the Availability Guide.

How can I check out the new Dynamics 365 Market Insights Preview?

New and existing customers can preview the new Dynamics 365 Market Insights to get free email alerts based on US web activities.

Can Dynamics 365 Market Insights be integrated with other Dynamics 365 or third-party applications?

Not currently. Please refer to the release notes that will soon be updated with future capabilities that are planned for release.

Resources

See also

Business Applications release notes
Dynamics 365 Market Insights product page
Dynamics 365 International Availability Guide