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Dynamics 365 Customer Service pricing

Support service representatives with AI-powered tools that help them drive faster resolution.
PRICING

Customer Service pricing

Dynamics 365 Customer Service free trial

Deliver exceptional service experiences that meet—and exceed—customer expectations.
Free
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Dynamics 365 Customer Service Professional

Streamlined case management resources for service representatives and self-service in simpler scenarios.
$50.00
user/month, paid yearly
Contact us

Dynamics 365 Customer Service Enterprise

Advanced AI-based customer service resources for representatives and self-service for complex scenarios.
$105.00
user/month, paid yearly
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Save 40% for a limited time. Eligibility restrictions apply.1

Dynamics 365 Customer Service Premium

Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
$195.00
user/month, paid yearly
Contact us
See below for limited time offer eligibility restrictions.1
  • List price shown before discount. Save 40 percent from October 1, 2025, through June 30, 2026
  • Not eligible to be combined with other discounts or promotional offers
  • Purchase via enterprise and cloud solution provider (CSP) channels

     
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COMPARE PLANS

Choose the plan that best meets your needs

Dynamics 365 Customer Service Professional

$50.00
user/month, paid yearly
Contact us

Dynamics 365 Customer Service Enterprise

$105.00
user/month, paid yearly
Contact us

Dynamics 365 Customer Service Premium

$195.00
user/month, paid yearly
Contact us
Features

Case management
Included
Included
Included

Knowledge management (including knowledge authoring)
Included
Included
Included

Microsoft 365 interoperation
Included
Included
Included

Unlimited named users
Included
Included
Included

Leads (creation only)
Included
Included
Included

Microsoft Power BI3
Included
Included
Included

Microsoft Teams integration
Included
Included

Copilot in Dynamics 365 Customer Service
Included
Included

Embedded intelligence
Included
Included

Multisession support
Included
Included

Unified routing4
Included
Included

Analytics and KPI reporting
Included
Included

Forecasting and scheduling
Included
Included

Portals
Included
Included

Custom applications (Microsoft Power Apps)5
Included
Included

Workflow automation (Microsoft Power Automate)6
Included
Included

Customer Intent Agent

Requires Copilot Credits (sold separately)

Requires Copilot Credits (sold separately)

Included capacity7

Customer Knowledge Management Agent

Requires Copilot Credits (sold separately)

Requires Copilot Credits (sold separately)

Included capacity7

Case Management Agent

Requires Copilot Credits (sold separately)

Requires Copilot Credits (sold separately)

Included capacity7

Quality Evaluation Agent

Requires Copilot Credits (sold separately)

Requires Copilot Credits (sold separately)

Included capacity7
Dynamics 365 Contact Center

Self-service chatbots and IVR8
Included

Live and persistent chat on messaging and social channels
Included

Voice channel with inbound routing, conversation summarization and outbound calling9
Included

Frequently asked questions

  • Copilot Credits are available with pay-as-you-go pricing, allowing you the flexibility to only pay for the Copilot Credits you consume at the end of your monthly billing period. Pay as you go requires no upfront license commitment, so you can scale your usage and ensure business continuity for critical business processes.

    Alternatively, prepaid Copilot Credit Commit Units are available with a pre-purchase plan, making it an ideal option if you want to choose your credit amount up front and manage variable month-to-month usage.
  • There are no in-product features or capability differences between the pre-purchase plan and pay as you go. The only difference is how you pay for the service. With the pre-purchase plan, you choose and pay for your credit amount up front. Pay as you go requires no upfront license commitment, allowing you to pay only for the Copilot Credits you consume at the end of the billing period. Download the licensing guide.
  • To set up pay-as-you-go billing for your environment, you first need an active Azure subscription that you can link to that environment. Read the documentation to learn more.
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Licensing guide

Dynamics 365 Licensing Resources

Learn how to license Dynamics 365 business applications with these resources.
  • See all the ways to buy Dynamics 365 apps
  • Learn about the different types of licenses
  • Explore product features and capabilities
Access Licensing Resources
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Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, and regional variant factors. Your actual price will be reflected at checkout.
  1. [1]
    A discount of 40 percent off the list price is available for Dynamics 365 Contact Center from October 1, 2025, through June 30, 2026. Eligible plans include Dynamics 365 Contact Center, Dynamics 365 Contact Center Digital, Dynamics 365 Contact Center Voice, and Dynamics 365 Customer Service Premium. Not eligible to be combined with other discounts or promotional offers. Purchase via enterprise and cloud solution provider (CSP) channels. Contact your Microsoft account representative to learn more.
  2. [2]
    Discount pricing available when purchased with Dynamics 365 Customer Service Enterprise or Microsoft Copilot for Service licenses.
  3. [3]
    Customer Service application subscriptions include an option to embed Power BI content. A separate Power BI license may be required to configure access to the content.
  4. [4]
    For more information, see the Dynamics 365 Licensing Guide.
  5. [5]
    Applies to custom applications within the same environment as the Dynamics 365 application.
  6. [6]
    Applies to workflows that map to the context of the Dynamics 365 application.
  7. [7]
    Base Copilot Credit capacity included in Dynamics 365 Customer Service Premium. For more information, download the licensing guide.
  8. [8]
    Purchase capacity for digital messaging with Microsoft Copilot Studio.
  9. [9]
    Azure Communication Services pricing is separate and not included. See pricing scenarios for details.

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