Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
|Available in: Salesforce Classic|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
- What types of records can I add milestones to?
- How do I add milestones to a record?
- Here are the general steps you’ll follow:
When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—is automatically applied to the record. To learn more, see Set Up Milestones.
- Create “master” milestones in Setup that represent required steps in your support process.
- Add the milestones to an entitlement process, which is a customizable timeline of milestones.
- Apply the entitlement process to a customer entitlement.
- Can I use the same entitlement for work orders and cases?
- If the entitlement has an entitlement process associated with it, don’t use the entitlement for multiple types of support records. Every entitlement process has a type—Case or Work Order—and a process only works on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the process doesn’t run on the work order.
- When I create a milestone, can I add it to both types of entitlement processes?
- Yes. For example, if you create a First Response milestone in Setup, you can add it to both Case and Work Order entitlement processes.
- How do I set the type of an entitlement process?
- You select the type when you create the entitlement process. Entitlement processes created before Summer ’16 use the Case type. You can see an entitlement process’s type on its detail page.
- Can I change the type of an entitlement process?
- No. Once an entitlement process is created, all its versions must use the same type. Want to make the most of a particularly awesome entitlement process? Remember that you can easily create a similar process of a different type using the same milestones.
- Are milestones supported in Lightning Experience?
- Case milestones aren’t supported in Lightning Experience. Milestones on work orders are available in Lightning Experience with some limitations:
- The Object Milestones related list and milestone tracker are not available on work orders in Lightning Experience
- Updates to entitlement processes and milestones must be made in Salesforce Classic
- Clicking a milestone-related feed item on a work order in Lightning Experience redirects you to Salesforce Classic
- Where do I manage milestones in my org?
- View and create milestones from the Milestones node in Setup under Entitlement Management
- Manage case milestone page layouts and validations rules from the Case Milestones node in Setup
- Manage work order milestone page layouts and validation rules from the Object Milestones node in Setup