What solution can help prevent agents from creating cases for callers not eligible for support?

The solution that helps prevent agents from creating cases for callers not eligible for support is linked to the use of entitlements, specifically when added to contact records. When entitlements are utilized effectively in Salesforce Service Cloud, they ensure that only those contacts with the appropriate support entitlement can have cases created for them.

By associating entitlements directly with contacts, agents can quickly verify the support level associated with a specific caller. This acts as a safeguard against creating cases for contacts who do not have the necessary entitlements, thereby enforcing the support policies of the organization.

In this scenario, having entitlements linked to the contact records enables a clear view of which callers are eligible for support, reducing the chance of mistakenly supporting individuals who do not qualify, protecting resources, and ensuring compliance with service agreements.