Licenses are required for:

• Users who merge duplicates.
• Users who own cases where duplicate detection is needed.
• Users who need to see intel about duplicates, such as triage managers.
• Users who own cases that need to be merged/unmerged
• System admins who configure the app.
• For Automerge, pseudo-users such as the Automated Case User for Email and Web to Case, or the Context User (for Email to Case Premium)
• For Automerge, any other users (or pseudo-users) who create or edit cases

Example: if you have 90 users working cases and 10 support managers, 2 pseudo-users, and 2 admins for the app, you will need ~104 licenses.

 

Licenses are not required for:

• Sales & Marketing users who only view cases.
• Community, Portal, and Self-Service users, even when those users create or modify cases
• Queues.

 

Note: As pictured below, cases owned by unlicensed users are obfuscated in the Duplicate Detector as of version 5.56.

 

For more information, see Assigning Licenses for Salesforce AppExchange Apps or contact casemergepremium@vicasso.com.