Dynamics 365 Customer Service trial FAQ

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This article answers your most frequently asked questions about the free product trial of Customer Service and Omnichannel for Customer Service.

Sign-up

What are the system requirements for the trial?

This app is a cloud-based service that doesn't require special software other than an up-to-date web browser, though some restrictions apply. For the best trial experience, avoid accessing the trial site in incognito mode. Learn more about web application requirements.

How do I sign up for the trial without a Microsoft 365 tenant?

You can enter a non-work email address and we'll create an account and tenant for you.

Can I sign up for trial using a personal email ID that's not associated with a Microsoft account?

You can use a personal email ID. But you won't be able to access Power Platform admin center to add more users to the trial, change security roles, or extend the trial period.

Can I sign up for multiple Dynamics 365 apps such as Sales, Marketing, and Customer Service?

Yes, you can. To view all available trials, visit the trial hub page. You can use the same email account to sign up for different trials. However, it isn't possible to have multiple apps on the same trial site. Each trial will be on a different tenant and URL. The trial data isn't shared across apps.

Trial app

I didn't receive the trial details email after signing up, what should I do?

When you sign up for the trial, you'll receive an email with the trial details. If you don't see the email in your inbox, check your spam folder. Alternatively, use the following steps to access your app:

1. Go to trial site and select Try for free.
2. Enter the email ID that you used, to sign up for the trial. You'll be redirected to your trial app by the system.

How do I add more users to a trial?

To add users, go to the Microsoft 365 admin center using the trial admin account. Follow the admin center guidance to add users up to the trial license limit. If the user you're adding already has a Microsoft 365 account, assign them an appropriate security role in the trial org. For more information, see Assign a security role to a user.

How many users can I add to my trial environment?

You can add an unlimited number of users to the trial environment.

How do I reset the trial environment?

You can't reset the trial environment. However, you can wait for the trial period to end and then sign up again for a new trial.

How do I extend the trial?

You can extend the trial for another trial period in the admin center. For instructions, see Extend your trial. You can extend your trial once.

How do I cancel the trial?

If you have signed up for the trial using a managed Microsoft Entra ID account, you can request your Power Platform admin to delete the trial environment. If you have signed up using your personal account, you can't cancel the trial manually. The trial will expire after the 30-day trial period and the trial environment is automatically deleted.

Can I convert the trial to a paid license?

Yes, you can purchase licenses through direct, credit card purchase at admin.microsoft.com. Or, you can work with sales to establish a volume licensing or enterprise agreement. Visit our Pricing page for more information on pricing and purchasing.

To purchase the license using an existing account, work with the administrator of the account to apply for licenses.

After you've applied for the license to your tenant, you can publish your environment to production. You can remove the sample data. However, you have to manually reset the configuration and remove any test data that you've added. We recommend that you create a fresh environment to use for your production environment and add the configurations you’d like to move forward with.

What are the trial limits and quotas?

The following limitations apply for the trial:

• The trial is available to you for 30 days. After that, you can request for an extension for another 30 days, buy a paid license, or sign up for a new trial.
• The trial will expire if there’s no activity on the app for 14 consecutive days. Expired trials can't be reactivated. However, you can start a new trial.
• You can have only one active trial per app at a time. You can sign up again after your current trial for the app ends.

Customer Service-specific questions

What features are available in the trial?

The environment you receive in trial is a fully functional, Power Platform environment with the following out-of-the-box capabilities:

• Dynamics 365 Customer Service Enterprise

  • Customer Service workspace with AI-powered case and knowledge suggestions, knowledge search, and agent scripts with macros for common tasks automation
  • Case management, knowledge management, email

• Digital Messaging and Voice Channel for Dynamics 365 Customer Service

  • Chat, voice, and other digital messaging channels, and unified routing

    Note

    The enhanced voice experience isn't available in the trial version.

• Power Apps

  • To create app profiles, configure templates, customize the solution

• Copilot Studio

  • To add Copilot Studio bot to chat and channels

  Note

  If you use a personal email ID for the Customer Service trial, you can't customize the Copilot Studio bot. The default Copilot Studio bot that's used in scenarios like voice and chat tour will work with the personal email address. However, you can't access the links to customize the bot using the Copilot Studio designer.

• Dynamics 365 Customer Voice

  • To add pre and post-conversation surveys in messaging

• Dynamics 365 Power Automate

  • To build customized and automated flows and business processes

More information: Dynamics 365 Customer Service pricing

How do I remove sample data from the trial instance?

Your trial environment is curated to provide you with a fully functional application to ensure you can discover the business value of Customer Service right away. Sample data is available to ensure all features are fully illustrated for you. You can learn how the product works as if it were deployed to many users in your organization and with existing customer interactions. Because it's a real environment, you can manually add or delete individual data records in your trial environment as you want. You can't do a bulk delete of the sample data and configurations from the trial environments.

How do I reset or reimport sample data?

Sample data comes with the trial environment and experience. To get a fresh dataset, you must wait for your trial to expire and start a new trial.

Can I call the trial phone number from outside the US?

No, you can't call the trial phone number because it's a toll-free US number that works within the US only. For more information and a workaround, see Use trial phone number.

Can I use the trial phone numbers for inbound or outbound SMS?

No. The trial phone numbers aren't available for inbound or outbound SMS.

Can I use the trial phone numbers for outbound calls?

No. The trial phone numbers aren't available for outbound calls.

Which geographical regions are supported in the trial version?

For the list of geographical regions supported in Customer Service, see Datacenter regions.

For the list of geographical regions supported in Omnichannel for Customer Service, see International availability. Additionally, the new trial experience isn't supported in Brazil, Government Community Cloud, Norway, and South Africa.

Which languages are supported in the trial version of Omnichannel for Customer Service?

For the list of languages supported in Omnichannel for Customer Service, see Language availability.

See also

Try Customer Service
Overview of Customer Service workspace
Try channels in Omnichannel for Customer Service