Question

You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software.

You need to ensure the customer allotment is not affected by this case. What should you do?
A. Delete the case.
B. Cancel the case.
C. Use the Do Not Decrement Entitlement Terms action.
D. Use the Apply Routing Rule action.

Answer 1

To prevent the customer allotment from being affected by the case, use the Do Not Decrement Entitlement Terms action.

Step-by-step explanation:

To ensure that the customer allotment is not affected by the case, you should use the Do Not Decrement Entitlement Terms action.

This action prevents the case from consuming the customer's entitlement allotment.

By using this action, the customer's allotment will remain intact despite the case.