Work 365 is built on the PowerApps platform as a native Dynamics Application. With Automatic provisioning capabilities- changes to licenses from within the Dynamics 365 application get provisioned automatically to the Microsoft Partner Center and distributors like TechData and Synnex.
This also means that your end customers who use the Work 365 self-service portal can add or reduce quantity of licenses and have them provisioned directly with the providers. Changes to licenses from the Portal get synced back to Work 365 and then provisioned automatically. From a service standpoint it is very important that these provisioning changes are tracked and managed.
The questions that usually gets asked are– “How do I know what changes my customers are requesting from the portal?” and “Did the changes get provisioned successfully?”
Two specific outcomes are likely:
- Changes are provisioned Successfully
- Or Changes Failed to Provision
Failures in provisioning can happen because of two reasons:
- Technical Issues – Unavailability of the endpoint, security or authentication failures
- Business Rules- The provider rejects the changes because of data validation errors like exceeding a certain threshold
For license change notifications here is a Sample process you may follow:
In simple terms you may describe this process as “If a license change is made through the Portal and it is successful let the customer know that the provisioning was successful, however if the provisioning fails let my Service team know so that they can fix the issue!”
You can expand and modify this workflow into many areas and connect additional steps through the entities and capabilities of Work 365 and the PowerPlatform. You could include additional information in the notifications like error messages, and pricing information for the customer from the subscription.