Support entitlements on cases

See whether each case is covered by the customer's contract, and find the ones that are not.

For: Agents and supervisors

Steps

When a case is created on any channel, MetriCare checks the customer's active contracts for an entitlement covering that channel and time of day with cases left this period.
A covered case shows Covered on the case page with its entitlement, contract and usage, counts against the allowance and gets the entitlement's SLA policy.
Otherwise the case is still created and shows Out of entitlement with the reason: no entitlement, channel not covered, outside support hours or allowance used up.
Open Care → Cases → Out of entitlement to see them all, and use the "A case is out of entitlement" automation trigger to notify sales or set a priority.
After the customer signs a contract or buys more cases, select Check again on the case.

Give an entitlement-only SLA policy a condition no case matches by itself, so only covered cases get it.

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