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Account Engagement Engage License Assignment Troubleshooting

Дата публикации: Sep 30, 2025
Описание
Salesforce Engage License and Permission Sets should be assigned and unassigned via the Salesforce Engage License Assignment tab. Attempting to assign and unassign outside of the tab typically causes some of the issues below.

If you have not already done so, please use these instructions to assign Engage Licenses and Permission Sets.
Решение

'This page requires a Salesforce Engage license' Error Message


'This page requires a Salesforce Engage license. Please contact your Account Engagement Account Executive for more information.
If you already have a license and linked account then please contact your Salesforce administrator if you have any issues or questions.' 

   'License Needed. You need a Salesforce Engage license to view this content.' 
 
A user is reporting a "license needed" error when trying to access Salesforce Engage functionality. This occurs if users only have Engage permissions set, and do not have the Engage license as well. Navigate to the user's record in Salesforce and confirm the following:
1. The Permission Set Assignments list contains a line item for Salesforce Engage
2. The Permission Set License Assignments list contains a line item for Sales Cloud Engage

Use the Salesforce Engage License Assignment tab to unassign and reassign the permission set and license.

Once you have completed that, refresh the user record and confirm that both the Salesforce Engage permission set and Sales Cloud Engage license are on the user's record. If this did not work, please see the "No Licenses to Assign Warning" section below for further troubleshooting steps.


No Licenses to Assign Warning

This warning shows on the Salesforce Engage License Assignment tab when you have assigned out all of your Sales Cloud Engage licenses. A common problem is when the account seems to be missing one license; for example if the account has 10 licenses but only 9 users seem to be able to use Salesforce Engage.

This discrepancy happens if a user is assigned the Sales Cloud Engage permission set license but somehow ends up without the Salesforce Engage permission set. The most common cause is when an administrator deletes the Salesforce Engage permission set from the user record or the "Manage Assignments" page of the Salesforce Engage permission set.

There are 2 possible resolution steps:
1. If you know which user was recently restricted from utilizing Salesforce Engage, navigate to their user record in Salesforce Setup and delete the Sales Cloud Engage permission set license from their record. Then refresh the Salesforce Engage License Assignment tab page and continue to assign licenses/permission sets to the user that needs them.

2. If you are not sure which user might have the extra Sales Cloud Engage permission set license, complete the following:
  • Navigate to the Salesforce Engage License Assignment tab page and record which users should be allowed to access Salesforce Engage.
  • On the 'Assign' page, select all users in that tab and click 'Add License(s)'.
  • On the 'Unassign' page, select all users in that tab and click 'Remove License(s)'. That should update the 'Remaining Licenses:' counter in the top right to the maximum number of licenses in your account.
  • On the 'Assign' page, select only users you want to give Salesforce Engage permission in that tab and click 'Add License(s)'.

Keep in mind that best practice for unassigning Engage permission set/license and avoiding these license issues is to use the Salesforce Engage License Assignment tab.
 

"You must link your Account Engagement and Salesforce account to view this content" error

The Account Engagement user must be connected to the Salesforce user, as outlined in our documentation. Also ensure that they have SSO enabled, as described in this article.
Номер статьи базы знаний

000383408

 
Загрузка
Salesforce Help | Article