In Salesforce Classic, which step is part of using entitlements?

Using entitlements in Salesforce Classic is primarily concerned with verifying entitlements for customer contacts. Entitlements are designed to ensure that customers receive the service levels they are eligible for based on their service agreements. When you verify entitlements with customer contacts, you confirm that they are entitled to specific support services, which helps streamline the support process and ensures that customer needs are met in accordance with their agreements.

This step is crucial because it enables service agents to provide appropriate assistance based on predefined service levels. By confirming entitlements before proceeding with case resolution, agents can better inform customers of what support they can expect, which can lead to improved customer satisfaction and more efficient handling of support requests.