What are valid exit conditions for a case in an entitlement process?

Valid exit conditions for a case in an entitlement process need to be clearly defined so that the process adheres to organizational policies and expectations. The correct answer, which states that the exit occurs when the case is closed or custom criteria are met, reflects best practices in managing entitlement processes.

This choice encapsulates the idea that the case has reached a resolution, either through closure, which signifies that the issue has been addressed satisfactorily, or through custom criteria that may have been established based on unique business needs. Custom criteria offer flexibility to accommodate specific scenarios that may not be standard but are essential for the organization's operational requirements.

The other options do not effectively capture the comprehensive nature of valid exit conditions. For example, case escalation is a process meant to address unresolved issues rather than a conclusion to the case itself. Similarly, not addressing a case within a certain timeframe can indicate a problem but does not constitute a legitimate exit condition for the entitlement process. Importantly, while a customer may request closure, such a request alone cannot dictate an exit without verification of the resolution criteria being met, which aligns with ensuring customer satisfaction and compliance with service standards.