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Supported Editions for AI Solutions for Service
Learn about the Salesforce editions and add-ons that support the Service AI features.
Editions and Add-Ons
| Product | Editions | User Interfaces | Add-ons |
|---|---|---|---|
| Agentforce Service Agent | For availability information, see Agent Types and Considerations. | ||
| Agentforce Service Assistant | Available in:
|
Available in Lightning Experience. | The Service Planner add-on or the Agentforce for Service add-on. |
| Einstein Article Recommendations | Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs. | Available in Lightning Experience. | N/A |
| Einstein Bots | Available in Enterprise, Performance, Unlimited, and Developer editions. | Available in Salesforce Classic and Lightning Experience. Setup for Einstein Bots is available in Lightning Experience. | Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license includes 25 conversations per user per month. For additional conversations, get the Einstein Bot Conversations add-on. |
| Einstein Case Classification | Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs or Government Cloud. | Available in Salesforce Classic and Lightning Experience. Setup for Einstein Case Classification is available in Lightning Experience. | Enterprise and Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license include one data segment. For additional data segments, auto-triage, and access to Case Classification for Flow, get the Agentforce for Service add-on. |
| Einstein Case Wrap-Up | Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs or Government Cloud. | Available in Lightning Experience. | Enterprise and Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license include one data segment. For additional data segments and auto-triage, get the Agentforce for Service add-on. |
| Einstein Conversation Mining | Available in Performance, Unlimited, and Developer editions. | Available in Lightning Experience. | Service Intelligence add-on. |
| Einstein Knowledge Creation | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service add-on. |
| Einstein Reply Recommendations | Available in Enterprise, Performance, and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service add-on. |
| Einstein Service Replies | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service add-on. |
| Einstein Work Summaries | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Requires Agentforce for Service, Agentforce 1 Service, or Einstein GPT Service add-on. |
| Enhanced Summaries | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service or Agentforce 1 Service add-on. |
| Service AI Adoption and Analytics | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service or Agentforce 1 Service add-on. |
| Service AI Grounding | Available in Enterprise and Unlimited editions. | Available in Lightning Experience. | Agentforce for Service add-on. |
To learn more about add-ons, contact your account executive or Add Products and Licenses with the Your Account App..
Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.
See Also
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