You do not need to allocate an Email to Case Premium license to every user in your Org, however, each user that intends to interact with the Email to Case Premium application will require a license.

 

A license is needed for:

 

• Each user who responds to cases using the New Comment page.
  
  • Sales & Marketing Users, for example, do not generally need licenses, as they don't directly interact with the case object to communicate with customers.
• Each internal user that responds to cases using the Email Distribution feature.
• Each internal user that needs to see or interact with the Timeline.
• A single license is required for the "context user" that you specify during the initial setup. This is the user that processes inbound emails into Salesforce.
  • The context user is ideally a dedicated API user and can be changed in the Setup Wizard, or by navigating to Setup > Develop > Email Services > Email to Case Premium and editing the routing address(es) listed.
  • If you do not have a dedicated API user, it is generally best to use (and license) the user you specified as the Automated Case User under Setup > Customize > Cases > Support Settings.
• A license is required to configure Email to Case Premium. This is usually done by a System Administrator in the org.
• Self-Service, Customer Portal, and Partner Portal users need a license to access the Reply & Timeline Component. Special pricing is available for these, so please contact your Vicasso Account Executive for more information.

 

A license is not needed for:

 

• External users sending emails into Salesforce.

 

For more information, see "Assigning Licenses for Installed Packages" by clicking on Help & Training at the top of your Salesforce.com account.