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By Salesforce · Question Mode

QuestionQ17

Case Management

At Universal Containers, support representatives must verify that customers are eligible to receive support when they create a case.

Where can a support representative confirm that a customer is entitled to receive support?

  • A Actions
  • B Milestones
  • C Entitlements
Explanation

Salesforce Entitlements define the customer support a customer is eligible to receive. Support representatives use entitlement records to verify eligibility before creating or updating a case.

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