Milestones represent required steps in your support process, such as case resolution time and first response time. You’ll create “master” milestones in your org, then add them to entitlement processes to enforce different service levels on support records like cases and work orders.
|Available in: Salesforce Classic|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
|To create milestones:||“Manage Entitlements”|
From Setup, enter Milestones in the Quick Find box, then select Milestones under Entitlement Management.
Click New Milestone.
Enter a name and description. Try to name milestones after common support tasks, like “First Response Time” or “Resolution Time”. Descriptive names help users understand milestones when they see them on cases, work orders, or entitlement processes.
Select a recurrence type.
|No Recurrence||The milestone occurs only once on the record.||“First Response” |
|Independent||The milestone occurs whenever the milestone criteria are met on the record.||“Response Time”|
|Sequential||The milestone occurs on repeat whenever the milestone criteria are met on the record.||“Customer Contact Made”|
You can’t apply milestones to a record by themselves; they must be part of an entitlement process. So after you create your milestone, add it to an entitlement process
You can add validation rules to milestones so users can only update a milestone if it meets specific standards. For details, see Limit User Updates to Milestones