Entitlements define what kind of support a customer is eligible to receive—such as response times, number of cases, or service hours—based on their service contract or account. Support reps can view entitlements directly on the case to confirm eligibility before proceeding.
Option A (Milestones) are time-based SLA targets within entitlements but not eligibility tools.
Option B (Actions) are automation elements, not entitlement validation mechanisms.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Case Management Domain.
Salesforce Help: “Verify Support Eligibility Using Entitlements.”
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