Set Up Agentic Milestones for Cases (Beta)

Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup.

Required Editions

View supported editions.

User Permissions Needed
To create or edit milestones:	Manage Entitlements

Note Agentic Milestones (beta) is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

As this feature evolves, be aware that this feature currently doesn’t support packaging functionality. As a result, configurations created in a Sandbox environment can’t be automatically deployed or migrated to production.

1. From Setup, in the Quick Find box, enter Entitlement Settings, and then select Entitlement Settings.
2. Select Agentic Milestones.
3. In the Quick Find box, enter SLA Policies, and then select SLA Policies.
4. Select the SLA policy for which you want to create a milestone.
5. On the Milestones tab, click New Milestone.
6. In the New Milestone window, select Mark Agentic.
7. Save the milestone.
8. Under Milestones list, select Manage Prompt for the agentic milestone.
9. On the Milestone Prompt tab, click New Prompt.
10. Configure your prompt. On the Prompt Template field, either select or create a prompt template.
11. Save the prompt.
12. Activate the SLA policy. After you attach this SLA policy to cases, you can see the agentic milestones listed under the Milestones list.