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            Set Up SLA Milestones

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            Set Up SLA Milestones

            SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders.

            Required Editions

            View supported editions.

            Before setting up milestones, make sure that you understand where milestones can appear. See Where Can I View Milestones?

            • Customize Milestone Page Layouts
              Customize your page layouts for milestones to help support reps and supervisors track support progress.
            • Enable Milestone Feed Items
              Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.
            • Set Up the Milestone Tracker
              The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.
            • Limit User Updates to Milestones
              Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.
            • Create a Milestone Type
              You create milestone types in your org and then add them to an SLA policy to enforce different service levels on support records, like cases and work orders.
            • 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.
            • Auto-Complete Case Milestones Using an Apex Trigger
              Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.
             
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