Microsoft Dynamics 365 Customer Service – EMT-00058

Description

The EMT-00058 is a Microsoft Dynamics 365 Customer Service licensing SKU intended for organizations that require dedicated customer-service functionality for their users. It enables eligible licensed users to work within the Dynamics 365 Customer Service environment to manage customer support activities and service operations.

Dynamics 365 Customer Service provides a centralized platform for organizing customer information, service cases, interactions, knowledge resources, and support workflows, helping organizations deliver more consistent and efficient customer experiences.

Key Features

• Manufacturer: Microsoft
• Product: Dynamics 365 Customer Service
• SKU: EMT-00058
• License: Single User License
• License Metric: User CAL
• Licensing Program: OLP
• License Level: NL
• Qualified: Yes
• Designed for customer service and support personnel
• Centralized customer and case management
• Supports structured service processes
• Integrates with the Microsoft Dynamics 365 ecosystem

Customer Case Management

Dynamics 365 Customer Service provides service teams with tools for managing customer cases from initial creation through resolution.

Users can work with customer service records to:

• Create and track cases
• Assign cases to appropriate agents or teams
• Update case status and information
• Record customer interactions
• Monitor case progress
• Escalate service issues
• Document resolutions
• Maintain service history

This centralized approach helps service organizations maintain a consistent record of customer support activity.

Customer Information Management

Customer service representatives can access relevant customer information while handling support requests. Having customer information and service history available in one business application can help agents understand the customer’s situation and provide more informed assistance.

Service Workflows

Organizations can configure Dynamics 365 Customer Service to support structured service processes and workflows.

Depending on the organization’s configuration and licensing, these processes can include:

• Case routing
• Queues
• Assignment rules
• Escalation
• Service-level management
• Case resolution
• Automated workflows
• Customer communications

This helps organizations establish consistent procedures for handling customer requests.

Knowledge Management

Dynamics 365 Customer Service can provide customer-service teams with access to organizational knowledge resources.

A centralized knowledge base can help support agents find approved information when responding to customer questions, potentially improving response consistency and reducing the time required to locate solutions.

Customer Service Productivity

The platform is designed to provide customer service professionals with information and tools relevant to their daily activities.

Typical tasks include:

• Reviewing customer history
• Managing service cases
• Recording interactions
• Searching knowledge resources
• Updating customer records
• Following service processes
• Collaborating with colleagues
• Tracking case resolution

Reporting and Service Insights

Dynamics 365 Customer Service provides reporting and analytics capabilities that organizations can use to monitor service operations.

Depending on the specific Dynamics 365 configuration, managers can analyze areas such as:

• Case volume
• Resolution activity
• Agent workload
• Service performance
• Customer interactions
• Operational trends

Available functionality depends on the organization’s Microsoft licensing, selected Dynamics 365 services, and configuration.

Ideal for

The EMT-00058 license can be suitable for:

Customer Service Agents
Employees who manage customer questions, requests, and cases.

Technical Support Teams
Users who track and resolve customer support issues.

Help Desk Personnel
Teams that require structured ticket and case management.

Customer Service Supervisors
Managers who oversee service activities and customer-support operations.

Service Departments
Organizations that need a centralized system for managing customer service processes.

User CAL Licensing

The UsrCAL designation indicates a User Client Access License model. The license is associated with an individual authorized user rather than being permanently assigned to a particular computer.

This makes it suitable for users who may access the Dynamics 365 environment through different approved devices.

Organizations should ensure that each user’s activities remain within the rights provided by the applicable Microsoft licensing terms.

SKU Description

The supplied SKU description:

“Dyn365CstmrSrvc SNGL LicSAPk OLP NL UsrCAL Qlfd”

can be summarized as:

Microsoft licensing programs and product terms can change over time, so the applicable Microsoft Product Terms and licensing agreement should be checked before purchasing or assigning the license.

Key Benefits

Centralized Customer Service

Provides a unified environment for managing customer-service information and support activities.

Structured Case Management

Helps service teams create, assign, track, escalate, and resolve customer cases.

Better Customer Visibility

Gives authorized users access to relevant customer and service information.

Improved Agent Productivity

Provides customer-service users with tools for managing daily support activities.

Scalable Service Operations

Suitable for organizations building structured customer-support processes.

Microsoft Ecosystem Integration

Designed to operate within the broader Microsoft Dynamics 365 business application ecosystem.

Technical Specifications

Product Summary

Microsoft Dynamics 365 Customer Service EMT-00058 is a professional user-based Dynamics 365 Customer Service license designed for organizations that need to equip customer-service personnel with tools for managing customer information, service cases, support requests, interactions, knowledge resources, and service workflows.

It is a suitable licensing option for customer support centers, help desks, service departments, technical support teams, and organizations seeking a centralized customer-service management platform.