Use the Entitlement Channels section to define the channels your customers are entitled to, and track the customer support term for each channel separately. For example, to use phone and email as support channels, and restrict them to 80 and 20 hours respectively, create an entitlement channel for each of them.
You must save the template record before you can add entitlement channels to the template.
In the Entitlement Channel section, choose +.
Specify the total terms that you want to allot to the particular channel.
The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer’s entitlement.