Which change helps prevent customers who are not entitled from receiving support after a case is submitted?

• A. Add a Validation Rule that ensures each Case has an entitlement
• B. Add the entitlement-related list to account page layouts
• C. Add a Validation Rule that ensures each Account has an entitlement
• D. Add the entitlement lookup field to case page layouts

Answer: (B)

Entitlements determine who can receive support and under what terms. The change that best helps prevent non-entitled customers from getting support after a case is submitted is to surface entitlement information on the account so agents can verify eligibility before proceeding. Adding the entitlement-related list to account page layouts gives a quick, at-a-glance view of all entitlements tied to that account, along with their status and limits. With this visibility, an agent can decide how to handle the case, such as routing it differently or denying support, thereby preventing support for accounts without valid entitlements even after a case has been created. Enforcing entitlement at submission time with a validation rule can cause friction if entitlements aren’t yet attached, and other options offer less immediate visibility or control.