A device license for the Chat for Dynamics 365 subscription is absolutly essential so that staff whose main role may not be customer facing CX can flexibly "fill in" to cover staff absence demand surge etc. Those doing this "fill in" work might only use the Chat for Dynamics very occasionally and intermittently but it is VITAL for an organisation to be able to have the flexibility to easily cover the customer facing role. If no device license is made available then it is a certainty that in many organisations, faced with this problem the work around will be login sharing - which is bad for everybody. It makes no sense at all for there to be a device license for Customer Service but not Chat for D365. I am at a loss to understand why there isn't a device license available at launch. (I have checked and the answer is - No not available).
Category: Live Chat
Under Review