Entitlement management helps an organization to provide the correct support to their customers. It helps a support agent to identify what all kind of service levels the customer is eligible for. There is a thin gap between an escalation rule and entitlement management. An escalation rule helps an organization to make sure that the cases do not remain open forever whereas entitlement management helps a support agent to identify what all kind of service levels the customer is entitled to, based on their service contract, asset, or account.

Let's start with an example: you have just opened a support ticket with your cellular operator to resolve the network issue. As we all know, cellular providers are not selling any support plan, such as Silver, Gold, or Platinum, separately. It means they are treating all support tickets equivalently; in this case, they can utilize an escalation rule to make sure that the cases do not remain open forever.

Here is another example: let...