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Dynamics 365 Customer Service: Professional vs Enterprise

Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service allows you to offer the highest-quality support experience for your customers, through all channels. With features, like guided process completion, and connected data across channels, Dynamics 365 Customer Service allows you to grow your business by increasing both efficiency and customer satisfaction. The solution has been built on Microsoft’s cloud.

Microsoft Dynamics 365 Customer Service: Professional vs Enterprise Edition

The base app of Dynamics 365 Customer Service Professional costs US$50/user/month. It costs US$20 per user per month to buy Customer Service Professional as an attachment.

The base app for Dynamics 365 Customer Service Enterprise costs US$95/user/month. Customer Service Enterprise costs US$20 per user per month if you buy it as an add-on.

App Professional Enterprise Edition
Office Online Yes Yes
Team member collaboration Yes Yes
Timesheets Yes Yes
OneDrive Plan 2 Plan 2
Storage Unlimited personal cloud storage for qualifying plans for subscriptions of five or more users, otherwise 1 TB/user. Microsoft will initially provide 1 TB/user of OneDrive for Business storage, which admins can increase to 5 TB/user. Request additional storage by contacting Microsoft support. Storage up to 25 TB/user is provisioned in OneDrive for Business. Beyond 25 TB, storage is provisioned as 25 TB SharePoint team sites to individual users. Unlimited personal cloud storage for qualifying plans for subscriptions of five or more users, otherwise 1 TB/user. Microsoft will initially provide 1 TB/user of OneDrive for Business storage, which admins can increase to 5 TB/user. Request additional storage by contacting Microsoft support. Storage up to 25 TB/user is provisioned in OneDrive for Business. Beyond 25 TB, storage is provisioned as 25 TB SharePoint team sites to individual users.
File sharing Yes Yes
Data-Loss Prevention Yes Yes
In-place holds Yes Yes
Offline files Yes Yes
SharePoint Plan 2 Plan 2
Automate work Yes Yes
Catalog Yes Yes
Category page and catalog item page Yes Yes
Communication sites Yes Yes
Content management Yes Yes
Cross-Site Publishing Yes Yes
DLP capabilities Yes Yes
eDiscovery Yes Yes
In-place hold Yes Yes
Intranets Yes Yes
Search Yes Yes
Team sites Yes Yes
Mobile access to intranets, team sites and content Access intranets, team sites and content with the SharePoint mobile app for Android™, iOS®, and Windows and OneDrive mobile apps for Android, iOS and Windows. Access intranets, team sites and content with the SharePoint mobile app for Android™, iOS®, and Windows and OneDrive mobile apps for Android, iOS and Windows.
Flow Flow for D365 Flow for D365
Automated workflows Unlimited Unlimited
Runs per month Per user, aggregated across all users in the company. Per user, aggregated across all users in the company.
Flow frequency 5 Minutes 5 Minutes
Mobile access to Flow Yes Yes
Templates Yes Yes
Public publishing Yes Yes
Connect Flow to cloud-based services Yes Yes
On-premises connectors from Flow Yes Yes
Create custom connectors for Flow 1 1
Shared flow ownership Yes Yes
PowerApps Yes Plan 2
Collaborate with co-workers on apps Yes Yes
Create environments to deploy your apps, flows and database (per user) 2 2
Create model driven apps Unlimited Unlimited
Easily share apps with your organization using AppSource Yes Yes
Establish company policies regarding the usage of different connections and apps Yes Yes
Run apps in a browser or PowerApps mobile for iOS and Android Yes Yes
Run apps offline Basic for canvas apps Basic for canvas apps
Run canvas apps in context of Office 365 Yes Yes
Run model driven apps in context of Dynamics 365 and Common Data Service for Apps Unlimited Unlimited
Supports data policies established by the Office 365 administrator Yes Yes
Access to Dynamics 365 restricted entities No Entities are restricted based on Dynamics 365 app licensing and plan type.
Create and run canvas apps using common data service for apps No Yes
Create and run model-driven apps using Common Data Service for Apps No Yes
Create and use entities with Business Rules and async workflows No Yes
Create and use entities with code add-ins No Yes
Create and use entities with real-time workflows No Yes
Create databases in Common Data Service for Apps (per user) No 2
Model your data in Common Data Service for Apps No Yes
Access to Dynamics 365 app APIs No Dynamics 365 APIs will only be accessible by the licensed app user.
Create and share apps Yes Yes
Run apps Yes Yes
Connect PowerApps to cloud-based services Yes Yes
PowerApps premium connectors Yes Yes
Create custom connectors for PowerApps Unlimited Unlimited
D365 For Customer Service Professional Enterprise
Lead (Creation Only) Yes Yes
Unlimited named users Yes Yes
Cases Management Yes Yes
Knowledge Management No Yes
Social Customer Care Yes Yes
Mobile Yes Yes
Portal No 10 Enterprise user minimum
Customization Limited Unlimited
Feedback and surveys (VoC) No Yes
Unified service desk No Yes
Dynamics 365 for Customer Service embedded intelligence No Yes
Service gamification No Yes
D365 for Social Engagement No Yes