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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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