Dynamics 365 Sales – Licence Capabilities
| Module / Capability | Team Member | Sales Professional | Sales Enterprise |
|---|---|---|---|
| Core Purpose | Read-mostly access; light collaboration | Streamlined sales processes | Full sales automation and extensibility |
| App Access | Team Member App only | Sales Professional App | Sales Hub, custom apps |
| Accounts & Contacts | Read, update own records | Full CRUD | Full CRUD + custom tables |
| Opportunities | Read-only | Create & manage | Full pipeline, forecasting, AI assistance |
| Leads | Read-only | Create, qualify, convert | Advanced lead automation |
| Quotes & Orders | Read-only | Create & manage | Full quote-to-order integration |
| Products & Price Lists | Read-only | Use existing lists | Create, manage, ERP sync |
| Activities | Create & edit own | Full control | Full control + automation |
| Dashboards & Reports | Read-only | Standard dashboards | Full Power BI & custom visuals |
| Customisation | None | Basic | Full Power Apps & business rules |
| Workflow & Automation | Triggered flows only | Limited templates | Full automation & AI workflows |
| Integration & Extensibility | Read via APIs | Limited | Full SDK & plug-ins |
| Security Roles | Restricted | App-specific roles | Advanced role management |
| Governance / Compliance | Auditing on shared entities | Managed via Dataverse | Full Managed Environment controls |
Sales and Service may sit in different apps, but they share the same foundation — data, governance, and accountability. When a record crosses from opportunity to case, the security model doesn’t reset; it extends.
Licences define who can act. Roles define how far they can reach. Governance keeps those boundaries aligned across every customer touchpoint.
Dynamics 365 Customer Service – Licence Capabilities
When a customer issue hits your inbox, the difference between fast resolution and frustration often comes down to what your team’s licence allows them to do. Licensing in Dynamics 365 Customer Service isn’t just an administrative checkbox — it’s the framework that defines service agility.
| Capability | Team Member | Customer Service Professional | Customer Service Enterprise |
|---|---|---|---|
| Cases | Read-only | Create & resolve | Full lifecycle management |
| Queues & Routing | Not available | Basic routing | Advanced routing & SLA AI |
| Knowledge Management | Read-only | Consume articles | Create & publish knowledge base |
| Service Scheduling | Not available | Not available | Full scheduling & optimisation |
| Omnichannel | Not available | Not available | Voice, chat, social channels |
| Insights & Analytics | Limited views | Basic reports | Full analytics & Power BI |
Beyond Sales and Service
While Sales and Customer Service form the most visible front line, the same licensing logic runs across the wider Dynamics 365 ecosystem — Customer Insights, Business Central, Finance & Operations, and Human Resources.
Each product brings its own licence tiers and data boundaries, but the governance challenge remains consistent. When licences, roles, and environments drift out of sync, silos and compliance gaps appear. Alignment turns a collection of products into a connected business platform.
The Bigger Picture
Security in Dynamics 365 isn’t just about protecting data — it’s about protecting business intent. Licences, roles, and governance are not administrative overheads; they are mechanisms that translate strategy into control.
True Power Platform security is less about restriction and more about clarity — ensuring every user has the access they need, no more and no less.
Governance is the common language across every D365 app.
Opsis helps organisations design, implement, and sustain governance frameworks that align licensing, roles, and compliance — building confidence and control into every click.