Customer Community is the correct license because this is an extremely high-volume business-to-consumer Experience Cloud scenario. Salesforce explicitly categorizes Customer Community users as high-volume external users and describes the license as appropriate for large populations requiring limited access to Salesforce CRM functionality.
The decisive requirement is scalability beyond 100 million users . Salesforce's Experience Cloud licensing guidance states that Customer Community or External Apps licenses can support 100+ million users , whereas role-based licenses such as Customer Community Plus, Partner Community, and Channel Account are designed for more sophisticated sharing requirements and generally operate at lower standard user scales.
Customer Community users do not participate in the normal external role hierarchy. Eliminating those role calculations is precisely what allows the high-volume user architecture to scale efficiently. That design is appropriate where constituents primarily access their own data and execute defined portal transactions.
Customer Community Plus should be selected when external users require advanced sharing, reports, dashboards, and role-based access—not simply because they use authenticated portal functionality. Partner Community and Channel Account are primarily B2B/partner-oriented models and are inappropriate for the mass constituent population described.
Study Guide Reference: Agentforce Public Sector Implementation Strategies and Best Practices – Experience Cloud architecture, external-user licensing, high-volume user design, scalability, and sharing models.
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