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Description

Service Cloud Feature License

In this article let’s explore what is this license and what a User without this feature license is going to miss.

  • Access to Service Console App - Omni-channel
  • Access to Service Console App - Live Chat
  • In order to enable Einstein Chatbot, need at least one Service Cloud User
  • In order to access FSL, User needs this licenses assigned first
  • CTI Integration can not enabled
  • Can not access Knowledge in Service Console

User without this license

Can a User without Service Cloud License use Case Management if there is at least one User is Service Cloud enabled?
  1. User still can access Case Management.
  2.  User will be able to access Lightning Console but can not access Omni-channel, Live Chat, Knowledge One Component etc.
  3. User will not be able use “Next Best Action” AI feature in Service Cloud.