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Work with Milestones

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Work with Milestones

Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.

Required Editions

View supported editions.

When working with milestones, keeping track of everything is key to success. Here are a few ways you can track all records that have milestones in your org.

  • To view work orders with milestones, create a work order report using the Object Milestones custom report type.
  • To view cases with milestones, create a case report using the Cases with Milestones custom report type.
  • Create list views that filter on milestone fields.

Let’s get started!

  • Where Can I View Milestones?
    Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones.
  • Milestone Statuses
    Milestones on support records display one of three statuses.
  • Milestone Actions
    Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.
  • Milestone Recurrence Types
    When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
  • Milestones: Supported Objects
    Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
  • Milestone Stop and Resume Behavior
    Learn how to start and resume milestones and how milestones work within an entitlement process.

See Also

 
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