---
schema_version: "1"
id: 91df14847df078602e2b8c3a02e397e3c01aeac9aed98888481a47ef8d7b2125
title: Bill Self-Service Help Agent Usage by Resolution
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_bill_self_service_help_agent_usage_by_resolution.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_bill_self_service_help_agent_usage_by_resolution.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 82466a6f9750ee132991ffd77580c136639e7aa418582a6d1ea8421c184981ad
description: Help Agent now supports resolution-based billing, where your customers are charged per successfully resolved guest user interaction instead of per Agentforce action. A resolution is counted when the conversation ends without escalation to a human agent, and the charge for that resolution is deducted from the customer's Digital Wallet balance. This outcome-based model aligns cost with actual value delivered, making Self-Service deployments more predictable and cost-effective.
products:
  - Cross Cloud
release: "262"
---
# Bill Self-Service Help Agent Usage by Resolution

Help Agent now supports resolution-based billing, where your customers are charged per successfully resolved guest user interaction instead of per Agentforce action. A resolution is counted when the conversation ends without escalation to a human agent, and the charge for that resolution is deducted from the customer's Digital Wallet balance. This outcome-based model aligns cost with actual value delivered, making Self-Service deployments more predictable and cost-effective.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. This feature is available with the Agentforce Self Service Resolutions, Agentforce Self Service Login, and Agentforce Self Service Member add-on licenses for an additional cost. To purchase an add-on, contact your Salesforce account executive.

**When:** The Agentforce Self Service Resolutions, Agentforce Self Service Login, and Agentforce Self Service Member add-ons are available starting June 19, 2026.

**Who:** To configure Help Agent, you need access to the Agentforce Self-Service template in Setup.

**Why:** Previously, Help Agent interactions were metered at the Agentforce action level, which made costs difficult to predict for high-volume deployments. Resolution-based billing charges your customers only when the Help Agent resolves an issue without human escalation. If the conversation escalates, there's no charge. Resolutions are tracked per conversation within a configurable 2-hour window. If a conversation is inactive and resumes after the 2-hour window expires, a new billing window begins and the interaction is tracked as a separate resolution. This billing model applies to unauthenticated (guest) users interacting through Enhanced Chat and Portal, Third-Party channels, Voice, and Email channels.

**How:** To enable resolution billing, purchase the Help Agent Resolution license and make sure the Agentic Resolution org permission is enabled in your org. To set up Help Agent, go to Setup and search for Agentforce Self-Service. Select the Help Agent template to create your agent. Resolution tracking and Digital Wallet deductions are managed automatically based on conversation outcome after the feature is enabled in your org.

#### See Also

- [_Salesforce Help_: Agentforce Self-Service Billing Models](https://help.salesforce.com/s/articleView?id=experience.agentforce_self_service_billing_models.htm&language=en_US)