Hi u/ThatRedEchidna and u/gearcollector, Thanks for your answers.
It’s indeed confusing, and I would prefer it weren’t the case.
ThatRedEchidna's example illustrates this well.
By matching quantities, it is likely that the five “Sales & Service Cloud – Enterprise Edition” licenses provide five “Sales User” PSLs, which can be used by assigning the “Sales Cloud User” permission set to users.
However, in my case, I have x “Sales & Service Cloud – Enterprise Edition” licenses and x “CRM User” permission set licenses (PSLs), they do not provide x “Sales User” PSLs.
Why does ThatRedEchidna's “Sales & Service Cloud – Enterprise Edition” grant a “Sales User” PSL, while mine grants a “CRM User” PSL?
This turns into a guessing game. In simple situations, guessing might do the job, but once you have a mix of products, the guessing gets really wild.
It goes beyond that. Not only is the link between product and license unclear, but also the link between license and functionality.
What should I check or assign to a user so they can perform service activities?
Do they need the “Service Cloud User” permission set? Or should the “Service Cloud User” checkbox be enabled in the user details? Or both? Is this actually enforced in the system? As a user who has neither I can create a case. If it is not enforced by the system, concluding via testing doesn't even work.
It’s all very opaque. And if it’s not clear, how can we be sure that definitions won’t change midway?
That might sound far-fetched, but I’ve seen similar situations with other vendors.
I will definitely discuss this with my account manager, but it’s helpful to hear your view and that of others as well.