Frequently asked questions about Microsoft Social Engagement service discontinuation

Announcements related to discontinuation of service for Microsoft Social Engagement

What is being announced about Microsoft Social Engagement?

Effective January 16, 2020, Microsoft Social Engagement will be discontinued for all Dynamics 365 customers and 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 earliest of these dates: the expiration of your subscription or January 16, 2020

Why is Microsoft Social Engagement being discontinued?

Based on market trends and strategic direction, we have decided to focus on providing insights about broader market patterns and customer trends by enhancing capabilities in other Microsoft products.

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.

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 Sales, Enterprise edition
  • Dynamics 365 Customer Service, Enterprise edition
  • Dynamics 365 Field Service
  • Dynamics 365 Project Service Automation
  • Dynamics 365 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 cease with the discontinuation of the application on January 16, 2020.

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 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 Microsoft 365 admin portal if you would like to retrieve a copy of your data.

What is the transition path for Microsoft Social Engagement?

If you are seeking a social engagement solution, please look for other solutions available in Microsoft AppSource or external marketplaces.


For questions related to transitioning, please contact your Microsoft representative or partner, or email