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Supported Editions for Service Cloud Features
Learn about the editions, user interfaces, and add-ons that support Service Cloud features.
Service Basics
| Feature | User Interfaces | Editions and Add-Ons |
|---|---|---|
| Business Hours | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Cases | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer editions. Case teams not available in Essentials or Group editions. |
| Contact Requests | Available in Lightning Experience | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Experience Cloud Sites | Available in Lightning Experience and Salesforce Classic | Available in Enterprise, Performance, Unlimited, and Developer editions |
| General Support Settings | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions. Available support setup options vary by edition. |
| Help Centers | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Enterprise, Performance, Unlimited, and Developer editions |
| Holidays | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Knowledge | Available in Lightning Experience and Salesforce Classic | Available in Essentials and Unlimited editions with Service Cloud, and for an additional cost in Professional, Enterprise, Performance, and Developer editions |
| Knowledge: Component Actions | Available in Lightning Experience | Available in all editions with Knowledge except Essentials Edition |
| Knowledge: Data Categories | Available in Lightning Experience and Salesforce Classic | Available in all editions with Knowledge except Professional Edition |
| Knowledge: Enterprise Knowledge | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on |
| Knowledge: Flow Approvals | Available in Lightning Experience | Available in Enterprise, Unlimited, Performance, and Developer editions with Service Cloud |
| Knowledge: Knowledge Feedback | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on |
| Knowledge: Knowledge Maps | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on |
| Knowledge: Unified Knowledge | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on |
| Lightning Service Console | Available in Lightning Experience | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions |
| My Service Journey | Available in Lightning Experience | Available in Enterprise, Unlimited, and Developer editions |
| Salesforce Go | Available in Lightning Experience | Available in Pro Suite, Professional, Enterprise, Unlimited, and Developer editions with Service Cloud |
| Service Setup | Available in Lightning Experience | Available in all editions with Service Cloud in orgs created before Spring '26 |
| Service Setup Assistant | Available in Lightning Experience | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions in orgs created before Spring '26 |
Channels
| Feature | User Interfaces, Editions, and Add-Ons |
|---|---|
| Channel Menu | See Supported Editions for Channel Menu. |
| Email-to-Case | See Supported Editions for Email-to-Case. |
| Messaging | See Supported Editions for Messaging. |
| Service Cloud Voice | See Supported Editions for Voice. |
| Web-to-Case | See Supported Editions for Web-to-Case. |
Tools for Support Teams
| Feature | User Interfaces | Editions and Add-Ons |
|---|---|---|
| Agentforce Agents | Available in Lightning Experience | Available in Enterprise, Performance, Unlimited, and Developer editions with the Agentforce for Sales, Agentforce for Service, or Einstein Platform add-ons |
| Agentforce Service Agent-Initiated Conversations | Available in Lightning Experience | Available for Enhanced Chat in Performance, Unlimited, and Developer editions with the Agentforce for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on |
| Channel-Object Linking | Available in Lightning Experience |
|
| Conversation Intelligence | Available in Lightning Experience | Available with enhanced Messaging and with all Voice telephony models |
| Einstein features | See Supported Editions. | |
| Incident Management | Available in Lightning Experience | Available in Professional, Enterprise, Unlimited, and Developer editions with Service Cloud |
| Individual-Object Linking | Available in Lightning Experience | Available in Essentials, Professional, Enterprise, Unlimited, and Developer editions |
| Macros | Available in Lightning Experience and Salesforce Classic | Available in Professional, Essentials (Lightning only), Enterprise, Performance, Unlimited, and Developer editions |
| Next Best Action | See Supported Editions for Next Best Action. | |
| Quick Text | Available in Lightning Experience and Salesforce Classic | Available in Group (Classic only), Essentials (Lightning only), Professional (Lightning only) Enterprise, Performance, Unlimited, and Developer editions |
| Service-Level Agreements (Entitlement Management) | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions with Service Cloud. Entitlement process monitoring not available in Professional edition. |
| Swarming | Available in Lightning Experience | Available in Essentials, Performance, Enterprise, Unlimited, and Developer editions |
Routing and Rules
| Feature | User Interfaces | Editions and Add-Ons |
|---|---|---|
| Assignment rules | Available in Lightning Experience and Salesforce Classic | Case and lead assignment rules are available in Group (lead only), Essentials (lead only), Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Auto-response rules | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Escalation rules | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Omni-Channel | Standard Omni-Channel is available in Lightning Experience and Salesforce Classic. Enhanced Omni-Channel is available in Lightning Experience. |
Available in Essentials, Pro Suite, Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Omni-Channel: Omni Flows | Available in Lightning Experience | Available in Professional, Enterprise, Unlimited, and Developer editions with Service Cloud |
| Omni-Channel: Omni Supervisor | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions |
| Omni-Channel: Skills-Based Routing | Available in Lightning Experience | Available in Professional, Enterprise, Unlimited, and Developer Editions with Service Cloud |
| Queues | Available in Lightning Experience and Salesforce Classic |
|
Service Metrics
| Feature | User Interfaces | Editions and Add-Ons |
|---|---|---|
| Out-of-the-box reports | Available in Lightning Experience and Salesforce Classic | Available in all editions except Database.com. Available reports vary by edition. |
| Service Insights | Available in Lightning Experience | Available in Enterprise, Unlimited, and Agentforce 1 editions with Service Cloud |
| Service Intelligence | Available in Lightning Experience | Available in Enterprise and Unlimited editions |
Extending Service Cloud
| Feature | User Interfaces | Editions and Add-Ons |
|---|---|---|
| HR Service | Available in Lightning Experience | Available in Unlimited Edition |
| Feedback Management | Available in Lightning Experience and Salesforce Classic |
|
| Industries Service Innovations | Available in Lightning Experience | Available in Enterprise and Unlimited editions |
| Service Catalog | Available in Lightning Experience |
|
| Shift Scheduling | Available in Lightning Experience |
|
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