How many licenses do I need for Case Split?

Users managing cases with multiple issues require a Case Split license, enabling the "one issue per case" philosophy. Additionally, a Case Split license is required for the user processing email messages when the Case Split Agent Extension package is used.

  • Aug 20, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000004294
Details

Licenses are required for:

  • Users who will split cases
  • System Administrators who configure the app

Generally, sales and marketing users do not need licenses. Additionally, users of Community, Portal, and Self-Service Portal do not require licenses.

 

The Case Split Agent Extension Package uses the existing managed package licenses for Case Split. Additionally, a Case Split license is required for the user who processes email messages.

  • If you are using the standard Email-to-Case feature, this is the user specified as the Automated Case User under Setup > Customize > Cases > Support Settings.
  • If you are using Email to Case Premium, this is the user that is specified as the Context User in the Setup Wizard and within the Apex Email Service.

Queues and inactive users do not need licenses.

 

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

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How many licenses do I need for Case Split?
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