Final answer:
Entitlement channels in CRM systems allow administrators to control customer service entitlements for different interaction channels. This includes specifying the number of cases per channel and restricting user access to certain channels for creating cases.
Step-by-step explanation:
The question pertains to the management of customer service in a Customer Relationship Management (CRM) system. Specifically, certain CRM systems allow you to set up entitlement channels to determine how service entitlements are managed for different interaction channels. These channels might include phone, email, web submissions, and more. When setting up entitlements in a CRM, you might have the options to:
- Specify the number of cases allowed for each channel.
- Restrict users from creating cases by using specified channels.
Action A and Action D relate to defining capacity, while Action B is about establishing access control. Action A, 'Specify the number of customers allowed to use each channel', might be a bit of a misinterpretation, as more typically it is about the number of cases, not customers, that a channel can handle. Action D, 'Specify the number of cases allowed for each channel', is a core feature of many CRM systems, allowing administrators to limit the workload and ensure quality service. Meanwhile, Action B, 'Restrict users from creating cases by using specified channels', is about controlling how and through which channels customers can report issues or requests, ensuring that certain channels are preserved for specific types of interactions or service levels.