Microsoft Dynamics 365 Fundamentals Practice Exam

Do all omnichannel options auto-receive with the purchase of Customer Service?

1. Yes, all features are included

2. No, an additional license is required

3. Only some features are included

4. Depends on the version purchased

The correct answer is: No, an additional license is required

In the context of Microsoft Dynamics 365, omnichannel capabilities do not come standard with the purchase of the Customer Service module. Instead, they require separate licensing or subscription plans. This is designed to ensure businesses can tailor their solutions based on specific needs and usage scenarios. With omnichannel options, organizations often need to assess their requirements for customer engagement across various channels, such as chat, messaging, or social media. Consequently, purchasing the Customer Service base license does not grant access to all omnichannel features; thus, additional licenses will be necessary to fully leverage those capabilities. The other selections are less accurate because they imply a different licensing structure. Stating that all features are included or that only some features are included may lead one to believe that a comprehensive omnichannel solution is automatically available without further investment. Similarly, saying it depends on the version purchased does not clarify the standard licensing approach that requires additional purchases for omnichannel functionalities.