Retaining Einstein Conversation Insights when Upgrading from Starter or Pro Suite

The Constraint:

While ECI is included in Sales Cloud Enterprise Edition and higher, it is not part of Salesforce Foundations.

The Solution:

To retain all existing Sales functionality (including ECI) when moving to Service Cloud, you’ll need Sales Cloud licenses. 

For example, a company moving from Pro Suite to Service Cloud Enterprise to expand case management capabilities may lose ECI call recording analysis if Sales Cloud licenses are not included in the new contract.

Note- Salesforce Foundations is a free add-on available to Sales or Service Cloud Enterprise orgs that provides access to a limited set of cross-cloud features — it does not include ECI.