DYNAMICS 365 CUSTOMER SERVICE LICENSING
Delivering great customer experiences starts with the right tools. Microsoft Dynamics 365 Customer Service helps support teams respond faster, resolve issues more efficiently, and build stronger relationships. In this guide, we’ll walk you through the key features, licensing options, and practical benefits so you can choose the setup that fits your service goals and keeps your customers coming back.
Dynamics 365 Customer Service
Professional
What it is: A streamlined solution for basic customer service needs
Best for: Small to mid-sized teams with straightforward support processes
Key Features: Case management, knowledge base creation, entitlements and SLAs (basic), standard dashboards and reporting, Microsoft 365 and Teams integration
Limitations: No AI or Copilot features, no omnichannel support, limited to 15 custom entities
Month to Month Commitment
$60
per user/month
Annual Commitment
(pay monthly)
$52.50
per user/month
Annual Commitment
(pay upfront)
$50
per user/month
$600
per user/year
Dynamics 365 Customer Service
Enterprise
What it is: A full-service, AI-powered contact center solution
Use case: Enterprises needing a unified platform for digital and voice customer engagement
Best for: All Enterprise features, plus: Integrated voice channel with inbound/outbound calling, conversation summarization, self-service chatbots and IVR, persistent chat across messaging and social platforms, advanced analytics and forecasting
Month to Month Commitment
$126
per user/month
Annual Commitment
(pay monthly)
110.25
per user/month
Annual Commitment
(pay upfront)
$105
per user/month
$1260
per user/year
Dynamics 365 Customer Service
Premium*
What it is: A more advanced platform for organizations with complex service operations
Use case: Mid-sized to large teams needing automation, scalability, and multichannel support
Key Features: All Professional features, plus: AI-powered agent assistance and Copilot, intelligent case routing, unlimited custom entities, advanced SLA management with KPIs, omnichannel engagement (chat, SMS, social)
Month to Month Commitment
$234
per user/month
Annual Commitment
(pay monthly)
$204.75
per user/month
Annual Commitment
(pay upfront)
$195
per user/month
$2,340
per user/year
*If you subscribe to Customer Service Premium, you automatically get access to the full Dynamics 365 Contact Center capabilities!
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Dynamics 365 Contact Center Licensing
Microsoft Dynamics 365 Contact Center is an AI-powered, omnichannel solution… Read More
Dynamics 365 Customer Service Add-Ons
To extend the capabilities of Dynamics 365 Customer Service, Microsoft offers a range of add-ons tailored to different support scenarios. The Chat add-on enables real-time messaging between agents and customers directly through your website or app. For organizations looking to expand across digital platforms, the Digital Messaging add-on supports SMS, social media, and custom channels.
The Digital Messaging and Voice Add-in combines those features with integrated voice calling, offering a unified solution for omnichannel engagement. The Voice Channel Add-in enables inbound and outbound calling within Dynamics 365, while the Call Intelligence Minutes Add-on provides AI-powered insights like sentiment analysis and conversation summaries. For teams looking to automate voice interactions, the Intelligent Voicebot Minutes Add-on allows AI-driven voicebots to handle routine calls, improving efficiency and reducing agent workload.
Work with xMonthly to Choose the Right Plan
Partnering with xMonthly for your Dynamics 365 Customer Service licensing means gaining a trusted advisor for your licensing journey. We help you navigate Microsoft’s licensing options with clarity, ensuring you choose the right plan and add-ons to match your support strategy and budget. Whether you’re setting up a simple help desk or building a fully integrated contact center, xMonthly provides expert guidance, transparent pricing, and ongoing support to help you get the most value from your investment.
Schedule a free consultation call today and get tailored recommendations that align with your business goals and budget!