Licensing: Quick Reference
License selection is where CTAs demonstrate cost-awareness. The wrong choice means overpaying (full CRM for portal users) or under-licensing (blocking features the architecture depends on). Always start with the cheapest license that meets the user’s actual needs.
License Categories at a Glance
flowchart TD
A[Who is the user?] --> B{Internal or<br/>External?}
B -->|Internal| C{Needs CRM objects?<br/>Opps/Cases/Campaigns}
B -->|External| D{Access level?}
C -->|Yes| E[Full CRM License]
C -->|No, custom apps only| F[Platform License]
C -->|Chatter only| G["Chatter Free ($0)"]
C -->|Auth only| H[Identity License]
D -->|Self-service portal| I[Customer Community]
D -->|Portal + sharing rules| J[Customer Community Plus]
D -->|Partner management| K[Partner Community]
D -->|Auth only| L[External Identity]
style G fill:#2d6a4f,color:#fff
style F fill:#2d6a4f,color:#fff
style I fill:#2d6a4f,color:#fff
Full CRM License Quick Ref
| License | Key Objects | When to Use |
|---|---|---|
| Sales Cloud | Accounts, Contacts, Opportunities, Leads, Forecasting | Sales teams |
| Service Cloud | Cases, Knowledge, Entitlements, Omni-Channel, Console | Support teams |
| Sales + Service | Both Sales and Service objects | Users needing both (>30-40% overlap = combined is cheaper) |
Platform License Quick Ref
| License | Custom Apps | Custom Objects | Standard Objects | API |
|---|---|---|---|---|
| Platform Starter | 1 | 10 | Accounts, Contacts only | Yes |
| Platform Plus | Unlimited | 110 | Accounts, Contacts only | Yes |
Platform license trap
Platform licenses do NOT provide access to Opportunities, Cases, Campaigns, or Forecasts. If your custom app uses any of these — even indirectly via lookups or automation — the Platform license will fail. Audit all object dependencies first.
Experience Cloud License Comparison
| License | Role Hierarchy | Sharing Rules | API | Custom Objects | Best For |
|---|---|---|---|---|---|
| Customer Community | No | No | No | 10 | High-volume self-service |
| Customer Community Plus | Yes (3 levels) | Yes | Yes | Unlimited | Complex portals with sharing |
| Partner Community | Yes | Yes + partner sharing | Yes | Full | Channel/partner management |
| External Apps | No | Limited | Yes | Custom only | API-driven external apps |
The critical question: Does the portal need record-level visibility beyond account-based access? If yes, Customer Community Plus is required. If no, use the cheaper Customer Community.
Member vs Login Pricing
| Model | Pricing | Best When |
|---|---|---|
| Member-based | Fixed $/user/month | User logs in daily or weekly |
| Login-based | $/login event (24-hour window) | User logs in monthly or less |
Break-even formula: If member = $6/month and login = $1.50/login, break-even = 4 logins/month. Below 4 logins, login-based wins. Always model expected usage.
AI & Agentforce Licensing (2025-2026)
| Product | What It Does | License Model |
|---|---|---|
| Agentforce add-on | Unmetered generative AI for a user | Three models: per-conversation ($2/conversation), Flex Credits ($0.10/action, packs of 100K at $500), per-user editions ($550+/user/month). Pricing evolves rapidly — verify current rates. |
| Agentforce 1 Edition | Replaces former Einstein 1 Edition | Bundle pricing |
| Einstein Activity Capture | Email + calendar sync | Per-user add-on or UE edition |
| Einstein Discovery | Predictive analytics + AI insights | CRM Analytics Plus PSL |
| Einstein Bots | Conversational AI for Service | Service Cloud add-on |
Einstein to Agentforce transition
Einstein add-ons and Einstein 1 Editions are being replaced by Agentforce add-ons and Agentforce 1 Editions. If the scenario mentions AI capabilities, frame your answer around Agentforce (current branding), not legacy Einstein naming.
Salesforce Foundations (Free)
Starting in 2025, Enterprise and Unlimited Edition customers on Sales Cloud and Service Cloud get Salesforce Foundations — free features from Data Cloud, Marketing, Commerce, Service, Sales, and Agentforce. Know this exists; it changes the “add-on vs included” calculus.
Add-On & Feature License Cheat Sheet
| Add-On | What It Provides | Included In |
|---|---|---|
| Shield | Platform Encryption + Event Monitoring + Field Audit Trail | Performance Edition |
| Data Cloud | Unified customer data, identity resolution, segmentation | Consumption-based (credits) |
| MuleSoft Anypoint | API management + integration | vCore-based |
| MuleSoft Composer | Low-code integration | Per-user + flow |
| Tableau Creator | Full analytics authoring | Separate product |
| Tableau Explorer | Explore existing workbooks | Separate product |
| Tableau Viewer | View published dashboards | Separate product |
| Field Service | Work orders, dispatch, mobile for technicians | Service Cloud add-on |
Feature License vs Permission Set License
| Aspect | Feature License | Permission Set License (PSL) |
|---|---|---|
| Assignment | User record (all-or-nothing) | Permission set (mix and match) |
| Granularity | Coarse | Fine-grained |
| Examples | Marketing User, Knowledge User | Einstein Analytics Plus, Shield |
| Cost control | Less flexible | More flexible — add capabilities without edition upgrade |
PSL over edition upgrade
If the scenario needs one specific capability (e.g., Einstein Analytics), evaluate adding a PSL instead of upgrading the entire org from Enterprise to Unlimited. Judges reward this cost-awareness.
Cost Optimization Quick Wins
| Anti-Pattern | Fix | Savings |
|---|---|---|
| Full CRM for everyone | Platform licenses for non-CRM users | Major |
| CC Plus for simple self-service | Downgrade to Customer Community | Moderate |
| Separate Sales + Service when most need both | Combined licenses | Moderate |
| Member pricing for infrequent portal users | Switch to login-based | Moderate |
| UE edition upgrade for one feature | PSL or add-on instead | Major |
| Inactive licenses not reclaimed | Quarterly license audit + reclaim | Moderate |
Reverse-Engineered Use Cases
Scenario 1: Manufacturing company with 200 sales reps, 50 service agents, 500 warehouse staff who use a custom inventory app, 10,000 dealer partners logging in monthly.
- Sales reps: Sales Cloud (200 licenses)
- Service agents: Service Cloud (50 licenses)
- Warehouse staff: Platform Starter (500 licenses) — they only use the custom inventory app, no CRM objects
- Dealer partners: Partner Community, login-based (10,000 logins/month is cheaper than 10,000 member licenses at monthly login frequency)
- Trade-off: Platform Starter limits warehouse staff to 1 app and 10 custom objects. If inventory app grows beyond 10 objects, upgrade to Platform Plus.
Scenario 2: Healthcare org needs Shield encryption for PHI, has 300 users, currently on Enterprise Edition.
- Option A: Upgrade to Performance Edition (Shield included, ~$300/user/month)
- Option B: Stay on Enterprise + Shield add-on (~$25/user/month add-on)
- Decision: Calculate TCO. If Shield is the only gap, the add-on is dramatically cheaper. Only upgrade to Performance if multiple bundled features are needed (Shield + Premier Support + additional storage).
Scenario 3: Non-profit with customer portal where 80% of users log in once a quarter to check donation history.
- Decision: Customer Community (not Plus — no sharing rules needed for simple read access), login-based pricing
- Why: 80% of users log in 4 times/year. At $1.50/login vs $6/month member, login-based saves ~75%
- Trade-off: Heavy users (20%) pay more per-login. Model the blended cost to confirm savings.