Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud).
Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in
Salesforce applications and documentation.
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 Agentforce Service, 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 Agentforce Service |
| Knowledge: Knowledge Blocks | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on |
| 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: Knowledge Similarity | 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 Agentforce Service |
| Service Setup | Available in Lightning Experience | Available in all editions with Agentforce Service 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. |
| Salesforce Voice with Telephony Providers (formerly 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 Agentforce Service |
| 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 Agentforce Service. 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 Agentforce Service |
| 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 Agentforce Service |
| 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
| 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 |
|