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            Add a Milestone Action to an SLA Policy

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            Add a Milestone Action to an SLA Policy

            Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones.

            Required Editions

            View supported editions.
            User Permissions Needed
            To add milestone actions to entitlement processes:

            Manage Entitlements

            AND

            Customize Application
            1. From Setup, enter SLA policy in the Quick Find box, then select SLA Policy.
            2. Click the name of an SLA policy.
            3. Click the name of a milestone on the Milestones list view.
            4. If you want to add a warning or violation action, add a time trigger first. After you add a trigger, the option to add a workflow action appears. Success actions use the milestone’s time trigger.
              Tip
              Tip If you want a violation action to fire immediately after the milestone is violated, set the time trigger to 0 minutes.
            5. Click Add Workflow Action and select an option.
              Workflow Action What It Does Example
              Task Create a workflow task Create a task for a support rep to call a customer when a First Response milestone is violated.
              Email Alert Create an email alert Notify case owners when a First Response milestone on their case is near violation.
              Field Update Define a field update Update the case Priority field to High when a First Response milestone is near violation.
              Flow Create an autolaunched flow Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again.
              Outbound Message Define an outbound message Send data about parts or services to an external system after a First Response milestone is completed.
              Select Existing Action Select an existing action Use an existing email alert to notify a case owner when their case is near violation of a first response.
            Note
            Note Time-triggered actions only occur during your Salesforce org’s business hours. You can add up to 10 actions and 10 time triggers to each type of milestone action.
             
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