Customer Entitlements are records that specify customers' support terms based on their contracts or warranties[38]. Customer Entitlements can be used to offer appropriate appointment booking windows for Gold versus Standard Customers by defining different appointment windows for different entitlement levels[39]. Service Due Date is a field on the work order object that indicates when a work order must be completed by[40]. Customer Working Hours are records that define when customers are available for service appointments[41]. Service Urgency is a field on the work order object that indicates how quickly a work order must be completed[42]. Reference: https://help.salesforce.com/s/articleView?id=sf.entitlements_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_appointment_windows_entitlements.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_customer_working_hours_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.fs_work_orders_fields.htm&type=5