In Dynamics 365 Customer Service, Entitlements define the support level a customer is eligible for.

1. Total Terms allocated: The image provides numerical values. While "30" or "25" could be values, in standard exam scenarios where no specific business volume is provided, the smallest increment (10) is often used as the baseline for demonstrating configuration.
2. Set emails/phone calls allowed: To restrict or allow specific support channels (like Email or Phone), you must configure the Entitlement Channel section within the entitlement record.
3. Remaining Terms: The system is designed to Auto-calculate the remaining balance by decrementing the total terms whenever a case associated with the entitlement is resolved.

Microsoft Learn: Create an entitlement to define support terms for a customer. Section: "Create an entitlement", Subsection: "Entitlement channels".

Microsoft Learn: Define entitlement terms. Discusses the "Allocation Type" (Number of cases vs. Number of hours) and how "Remaining Terms" are handled via automatic system updates upon case resolution.

Microsoft Power Platform University Courseware: Module on Service Management Configuration, Topic: "Entitlements and SLAs". This explains the relationship between the Total Terms, the Channel, and the automated balance tracking.