Question

You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email.

Which of the following statements is true?
A. 75 percent of cases created by the customer must be created by using email. Remaining cases cannot be created until another channel is added to the entitlement
B. 25 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
C. All cases created by the customer must be created by using email.
D. 75 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.

Answer 1

Option D is the correct statement. 75 percent of the cases created by the customer must be created using email, while the remaining cases may be created with any other channel.

Step-by-step explanation:

Option D is the correct statement. When the entitlement is created, 75 percent of the allocation is assigned to email. This means that 75 percent of the cases created by the customer must be created using email, while the remaining 25 percent of the cases may be created using any other channel. The customer has flexibility in choosing the channel for the remaining cases.