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Team Member Enforcement for Dynamics 365 Customer Engagement First-Party Business Applications

Here are some insights into critical licensing changes that Microsoft has announced with its 2020 Release Wave 1 for Microsoft Dynamics 365 and how this might impact how you use this business application.

Team Member Enforcement for Dynamics 365 Customer Engagement First-Party Business applications

"For Team Member licences purchased during or after October 2018, license-based access will restrict users to a set of designated app modules. These users will no longer be able to access Customer Service Hub, Sales Hub, or custom app modules. The designated app modules are as follows:

  • Customer Service Team Member
  • Sales Team Member
  • Project Resource Hub"

Licensing enforcement will come into effect as of 1 April 2020 for all new customers with the implementation of 2020 Release Wave 1 for Microsoft Dynamics 365. For existing customers an extension has been granted until 30 June 2020, to ensure you comply with the new rules.

Early Access from February 2020 enables customers to test and make necessary adjustments before general availability in April 2020 and enforcement on 30 June 2020.

During the early access phase, users with Team Member licences will be able to use the designated app modules mentioned above alongside all existing apps. Once Microsoft turns licensing enforcement on, unentitled apps such as Customer Service Hub, Sales Hub, and custom apps will no longer be accessible.

Our advice is for customers to test their Team Member scenarios and migrate customisations to the designated app modules as needed.

The licensing enforcement applies to all organisations that are on the Unified Interface. While this licensing enforcement does not directly impact organisations still using the Classic Interface, these organisations need to transition to the Unified Interface as soon as possible, to ensure they leverage the benefits of this intuitive user interface, as well as prepare for the Classic Interface being retired in October 2020.

What is involved?

Entry-level team member licences provide access to designated app modules for both sales and customer service in the following scenarios as outlined by Microsoft:

  • Sales Team Member App:

The Sales Team Member App is designed for lightweight sales scenarios where users don't need the full capabilities of an enterprise application. This app is included with the Team Member licence.

"At a high level, users with the Team Member licence can perform the following tasks in the Sales Team Member app: 1) Customer management: work with accounts and contacts. 2) Lead and opportunity management: see leads or opportunities linked with accounts or contacts, or see other sales-related data. 3) Add activities, such as notes."

  • Customer Service Team Member App:

The Customer Service Team Member App allows users to address self-service support scenarios in an organisation. Employees/users can create cases for their problems, such as laptop issues, HR queries, and administrative needs, and interact with agents through the commenting feature. They can also search the knowledge base for solutions pertaining to their problems.

"In the Customer Service Team Member app, you can perform the following tasks: 1) Create cases, read, and update the cases that you created. 2) Use the comments feature for your cases to interact with agents. 3) Search and view knowledge articles.

The Customer Service Team Member App uses a "Default Account" that can be configured for the organisation. Cases created via the Team Member App will automatically be linked to this account as the customer.  Microsoft recommends creating a new default account and setting it as default account rather than modifying the existing default account.

Administrators can configure the app for additional scenarios, but not beyond those listed in the Microsoft Dynamics 365 Licensing Guide.

How do I test my team member scenarios to ensure I am compliant?

Microsoft have granted Early Access to the 2020 Release Wave 1 for Microsoft Dynamics 365, starting from mid-February 2020.

Installation for Sales Team Member App: During the early access phase, the Sales Team Member app is shown for a user on the Dynamics 365 home page only if they have the Sales Hub App installed. If the Sales Team Member App isn't available on the Dynamics 365 home page, they can get the Sales Hub App from Microsoft AppSource. Or Admins can install the solution via Admin Portal and Manage my solutions option. On Installing the Sales Hub App the Sales Team Member App is automatically installed.

Installation for Customer Service Team Member App: The Customer Service Team Member App must be manually installed in your instance and the Customer Service Team Member role assigned to the users before they can access it. Administrators can install the Customer Service Team Member App in the Dynamics 365 Administration Centre using Manage Solutions. 

*Important: The solutions are only visible if the organisation is on the Unified Interface.

How does it work?

The licence enforcement via the apps is achieved by underlying security roles i.e. Sales Team Member and Customer Service Team Member, which come with the solution. These roles are restricted and can do very limited operations.

Users with the team member licence type can be assigned custom security roles created by the business, which will let them do their day-to-day work. Keep in mind is that custom security roles should comply with team member licence enforcements as per Microsoft's latest licensing guide:

  • Access on any device
  • Read access system wide
  • Create, view, update, and delete contacts, activities, tasks, and notes.
  • User reporting and dashboards
  • Participate as an end-consumer of Dynamics 365 services such as responding to surveys
  • Read/Write access to 15 custom entities. A Team Members application module may not be customised with more than 15 custom entities available to the Team Members licence. Customisation is only allowable if it does not result in a change to core purpose of the specified scenario

As for custom entities, we see that there are also read/write edit action as available, but there is a "15 max" restriction as stipulated in the table. Below you see the Customer Entity Use rights:

How do I know if I am in breach?

Team Member Telemetry will be available to administrators via the Power Platform Admin Centre, covering Team Member usage. These reports will highlight any non-compliance of Team Member Use Rights, giving administrators the information needed to adjust the Apps and security roles available.

What should you do?

Any organisations that have utilised Dynamics as the base and used Team Member licences for covering functionality not included within the First-Party Dynamics 365 Apps built by Microsoft will have some work to do, including redesigning the end-user facing experience to accommodate the technical restrictions being put in place now.

Those organisations also have to determine scenarios where alternate licensing options are needed, as a consequence of these permission rules for the Common Data Service, Restricted Entities and First-Party Dynamics 365 Apps.

The options available that would least affect businesses are: 

  • Customers already on Unified Interface should test their Team Member scenarios and migrate customisations to the designated app modules as needed. They can make use of Team Member Telemetry reports determining a course of action.
  • Customers currently on Classic Interface should plan their transition to Unified Interface and while doing that migrate the customisations to designated team member app modules for their team member licences.
  • Customers in breach of Team Member usage should evaluate alternate licensing options through the full licensing of Base and Attach First-Party Business Applications or through PowerApps licensing in compliance with restricted entities and the licensing guide.

Talk to us, to learn more about these licence enforcements and how it will impact your business' use of Dynamics 365. We'll help you review your current Team Member licensing scenarios and usage and help plan a smooth transition.

Posted by: Tamara Haskins, Solutions Specialist | 09 March 2020

Tags: Microsoft Dynamics, Dynamics 365, Dynamics 365 Customer Engagement, Licensing

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