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            Pause Individual Milestone on Records

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            Pause Individual Milestone on Records

            Pause an SLA milestone on work orders, incidents, problems, and change requests when an action is out of the service rep’s control. The milestone timer stops when the milestone is paused, and the target date is reevaluated when the service rep unpauses it. This feature provides better visibility into delays and ensures accurate reporting. You can only pause active milestones.

            Required Editions

            Required Editions
            Available in: Lightning Experience
            Available in: Unlimited, and Enterprise, and Performance Editions with Agentforce IT Service
            User Permissions Needed
            To create or edit milestones: Manage Entitlements
            1. From Setup, in the Quick Find box, enter and select Entitlement Settings.
            2. Turn on Pause milestones manually.
             
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