To provide more consistent support, every user with a Service Cloud
license now has a 360-degree view of a customer’s support history and can see past chat
transcripts. Previously, a support agent needed a Live Agent license to view chat transcripts.
So when a customer chatted with an agent and then followed up on another channel, like email,
the new agent couldn’t always see the full history. A Live Agent license is still required to
deliver service using Live Agent in the Lightning Service Console.
Where: This change applies to Lightning Experience and Salesforce Classic. Live Agent is
available in Performance and Developer edition orgs that were created after June 14, 2012, and
in Unlimited and Enterprise edition orgs with the Service Cloud.