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            Create a Milestone

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            Create a Milestone

            Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to SLA policies to enforce different service levels on support records, like cases and work orders.

            Required Editions

            View supported editions.
            User Permissions Needed
            To create milestones: Manage Entitlements
            Tip
            Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating milestones. And it’s fun! To get started, see Entitlement Management.
            1. From Setup, enter SLA policies in the Quick Find box, then select SLA Policies under SLA Management.
            2. Select the SLA policy for which you want to create a milestone.
            3. On the Milestones tab, click New Milestone.
            4. Enter a name and description.
            5. Select the milestone agreement type, business hours, order, time to complete milestone, and start time.
            6. Select a recurrence type.
              Recurrence Type Description Example
              No Recurrence The milestone occurs only once on the record.

              First Response

              Resolution Time
              Independent The milestone occurs when their criteria are met on the record. Response Time
              Sequential The milestone reoccurs whenever the milestone criteria are met on the record. Customer Contact Made
            7. Click Next.
            8. Set up milestone activation and completion criteria.
            9. Save your changes.
             
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