---
schema_version: "1"
id: 71474d50b65447234a5d497a5e6a7229cb49ba7cff60eb6586518ee3bf3097d2
title: Supported Editions for Service Features
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_editions_reference.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 692aa03f7abb41462114d252b9b14cc1dbf60a7e4850d31c413623bed4392b5e
description: Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud).
products:
  - Service Cloud
release: "264"
---
# Supported Editions for Service Features

Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud).

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

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](https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&language=en_US). |
| Email-to-Case | See [Supported Editions for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&language=en_US). |
| Messaging | See [Supported Editions for Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US). |
| Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) | See [Supported Editions for Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US). |
| Web-to-Case | See [Supported Editions for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&language=en_US). |

## Tools for Support Teams

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e448">Feature</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e451">User Interfaces</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e454">Editions and Add-Ons</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Agentforce Agents</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Enterprise, Performance, Unlimited, and Developer editions with
              the Agentforce for Sales, Agentforce for Service, or Einstein Platform
              add-ons</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Agentforce Service Agent-Initiated Conversations</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">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</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Channel-Object Linking</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">
              <ul>
                <li>Available in Enterprise, Performance, Unlimited, and Developer editions with
                  Agentforce Service or Agentforce Sales (formerly Sales Cloud)</li>

                <li>Requires the Digital Engagement add-on</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Conversation Intelligence</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available with enhanced Messaging and with all Voice <a href="https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&amp;language=en_US" target="_blank">telephony models</a></td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Einstein features</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d55233e451 d55233e454 ">See <a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">Supported Editions</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Incident Management</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Enterprise, Unlimited, and Developer editions with
              Agentforce Service</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Individual-Object Linking</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Essentials, Professional, Enterprise, Unlimited, and Developer
              editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Macros</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Essentials (Lightning only), Enterprise,
              Performance, Unlimited, and Developer editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Next Best Action</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d55233e451 d55233e454 ">See <a href="https://help.salesforce.com/s/articleView?id=platform.nba_ref_editions.htm&amp;language=en_US" target="_blank">Supported Editions for Next Best
                Action</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Quick Text</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Group (Classic only), Essentials (Lightning only), Professional
              (Lightning only) Enterprise, Performance, Unlimited, and Developer editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Service-Level Agreements (Entitlement Management)</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer
              editions with Agentforce Service. Entitlement process monitoring not available in
              Professional edition.</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Swarming</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Essentials, Performance, Enterprise, Unlimited, and Developer
              editions</td>

          </tr>
        </tbody>
      </table>

## Routing and Rules

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e644">Feature</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e647">User Interfaces</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e650">Editions and Add-Ons</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Assignment rules</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Case and lead assignment rules are available in Group (lead only), Essentials
              (lead only), Professional, Enterprise, Performance, Unlimited, and Developer
              editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Auto-response rules</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer
              editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Escalation rules</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Professional, Enterprise, Performance, Unlimited, and
              Developer editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">
              <p>Standard Omni-Channel is available in Lightning Experience and Salesforce
                Classic. </p>
              <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&amp;language=en_US" target="_blank">Enhanced Omni-Channel</a> is available in
                Lightning Experience.</p>
            </td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Pro Suite, Professional, Enterprise, Performance,
              Unlimited, and Developer editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Omni Flows</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Unlimited, and Developer editions with
              Agentforce Service</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Omni Supervisor</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Professional, Enterprise, Performance, Unlimited, and
              Developer editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Skills-Based Routing</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Unlimited, and Developer Editions with
              Agentforce Service</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Queues</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">
              <ul>
                <li>Available in Contact Manager, Group, Essentials, Professional, Enterprise,
                  Performance, Unlimited, Developer, and Database.com editions</li>

                <li>Case and lead queues are not available in Database.com</li>

                <li>Service contract queues are available in Professional, Enterprise,
                  Performance, Unlimited, and Developer editions with Agentforce Service</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e867">Feature</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e870">User Interfaces</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e873">Editions and Add-Ons</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">HR Service</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">Available in Unlimited Edition</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Feedback Management</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience and Salesforce Classic</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">
              <ul>
                <li>Available in Enterprise, Unlimited, and Developer editions</li>

                <li>Requires the Survey Response Pack, Feedback Management - Starter, or Feedback
                  Management - Growth licenses</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Industries Service Innovations</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">Available in Enterprise and Unlimited editions</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Service Catalog</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">
              <ul>
                <li>Available in Enterprise, Performance, and Unlimited editions</li>

                <li>Requires the Agentforce for Service and Customer Service Catalog add-ons and
                  the Service Catalog Access permission set license</li>

                <li>Service Catalog site requires the Service Catalog User permission set and a
                  Channel Account, Customer Community, Customer Community Login, Customer
                  Community Plus, Customer Community Plus Login, External App, Partner Community,
                  or Partner Community Login license</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Shift Scheduling</td>

            <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td>

            <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">
              <ul>
                <li>Available in Enterprise, Performance, Unlimited, and Agentforce 1
                  editions</li>

                <li>Requires the Contact Center add-on for Enterprise, Performance, and Unlimited
                  editions</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Supported Editions for Legacy Service Features](http://salesforce.com/service/rates/agentforce-service-agent/)