Which feature should the Consultant consider?

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement.

Which feature should the Consultant consider?
A . Omni-Channel
B . Entitlements
C . Case Escalation
D . Case Milestones

Answer: B

Explanation:

Entitlements are units of customer support in Salesforce, such as phone support or web support. They allow you to define different levels of support for different customers and ensure that agents are working within the service level agreement (SLA). You can use entitlements to track service contracts, create service level agreements, and verify customer eligibility for support.

Verified Reference:

[Salesforce Help: Entitlement Management]