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At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?
Correct Answer: B
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.