Microsoft Dynamics 365 (online) Service Description

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 plans

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.

Application availability across Dynamics 365 plans

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 Use 2
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


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.

Subscription license comparison of Dynamics 365 for Sales, Customer Service, Field Service, and Project Service Automation

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

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.

Dynamics 365 Service Level Agreement

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.

Dynamics 365 Service downtime windows

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.

Dynamics 365 Trust Center

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