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According to the Salesforce Platform Licence Details page:

https://help.salesforce.com/articleView?id=users_license_types_communities_lightning_platform_details.htm&type=5

Lightning Platform licences require a Service Cloud Licence to access Cases:

Lightning Platform Object Access Table

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However I am unable to assign the Service Cloud Licence to the Platform licence Users - the checkbox is greyed out (we have available Service Cloud licences in our org):

Service Cloud User checkbox greyed out

Documentation: https://help.salesforce.com/articleView?id=console2_assign_service_feature_license.htm&type=5

As it stands currently, out Platform licence Users cannot access Cases at all, which is sub-optimal - even having read only access would be great when talking to a Customer about a booking if they can see any open or historical Cases this customer has they are better informed to proceed with making a booking etc.

It seems to me that the Platform Licence details page mis-represents the actual access of the Platform licence - which is hard to believe but I can't see any other way to read it!

Any advice and opinions gratefully received.

Matt

  • What kind of license you have with salesforce. For example if you have agreement for app cloud license you can not use cases. – Avijit Chakraborty Nov 14 at 2:59
  • Have you tried contacting SF support? Maybe there's a ask to be enabled feature that you need to look for. – Atlas Can Nov 14 at 6:02

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