Mastering Salesforce CRM Administration

A few points to remember

1. Entitlements don't automatically apply to cases that are created using web-to-case, email-to-case, or communities. However, you can add entitlements to these features using Apex code.
2. Create a new version if you want to update an entitlement process.
3. Entitlement management is available for the case and work order object.
4. Entitlements don't automatically apply to cases created via web-to-case, email-to-case, or communities. If you want to apply entitlement automatically, then consider using Apex or Process Builder.
5. After you enable Lightning Knowledge, you can't disable it. Currently, it doesn't support multiple language translations.
6. You can have only one article type when enabling Lightning Knowledge.
7. By default, you can create ...