Entitlement defines service support facilities that we provide to our customers. For example, we may have different entitlements for our partners. Maybe our gold partners can raise up to 500 cases in a year, whereas our silver partners can only raise 200 cases in a year. While creating entitlements, we can select entitlement terms based on the entity. For example, the following entitlement created for a case entity shows how we can specify how many cases can be registered during the entitlement term (between Start Date and End Date). In the following entitlement example, we can see how we can use ENTITLEMENT TERMS and ENTITLEMENT CHANNEL:

These entitlements can be associated with an SLA. We can also define entitlements for our organization, and create entitlements using these templates if similar entitlements are required to set up many customers.