What does entitlement define in customer service management?

• A. The types of support a customer receives
• B. The financial terms of the contract
• C. The product lifecycle stages
• D. The customer’s access permissions

Answer: (A)

Entitlement defines the level of service a customer is entitled to receive, typically tied to a contract or subscription. It specifies what support options are included—such as response times, support channels, coverage hours, and the services available—so agents know what to provide and which SLAs apply. This focus on the rights and benefits a customer can expect is what makes it the correct description of entitlement. The other ideas describe pricing terms, product status, or system access rights, none of which define the service rights a customer is entitled to.