Portal License Consumption

A customer can view, create, and edit their own records without consuming a license.

With security rights, a customer can also view, and in some cases, use a One-Step Action to edit another customer's records without consuming a license.

CSM notifies the customer when a concurrent license is necessary. If the customer does not have rights to consume a license, they are told that they cannot edit the record.

A site can be configured to always use a license. (This might be done for a management-focused site where it is assumed that all work is done against other customer's records).

Portal license consumption rules:

  • A customer logging in to CSM through the Portal to view/edit their own records (they are the customer record owner, meaning they are the requester/initiator and is associated with the record) does not consume one of the concurrent licenses.
  • A customer logging in to CSM through the Portal to access someone else's records (they are not the requester but has been granted access rights) does not consume a license to view the record but does consume a license to edit a record.
  • A customer can run some One-Step Actions without consuming a license:
    • One-Step Actions Actions that do not alter data can be run without consuming a license (example: Send an email).
    • One-Step Actions Actions that do alter data can be run against records owned by the requester without consuming a license.
    • One-Step Actions Actions that alter data generally consume a license when run against a record owned by someone other than the requester. However, there are a handful of situations where a One-Step Action is allowed to change another requester’s record without consuming a license:
      • Creating a journal entry: For example, allowing a customer to provide feedback on an Incident or Knowledge Article even if they are not an owner/requester.
      • Rating a record: Toggling a logical field or incrementing the count in a numeric field (example: Allowing a customer to vote on whether or not they liked a Knowledge Article). The field must be appropriately configured by the administrator to hold a rating value.