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Milestones Do Not Appear on a Salesforce Case Record

Publiceringsdatum: Jul 6, 2026
Beskrivning

Salesforce Milestones are time-dependent steps in an Entitlement Process that track case resolution progress (for example, First Response Time or Resolution Time). If a Milestone does not appear on a Case record, it is typically due to one of several configuration issues: missing Entitlement, no Entitlement Process, or unmet Milestone Criteria. This article explains the most common causes and how to resolve them.

Lösning

 For Milestones to appear on a Salesforce Case record, the following conditions must all be met. Review each item below to identify the cause of the missing Milestone.

 

  1. The Case must have an Entitlement on it. To do this, the field 'Entitlement Name' must be populated, usually with an Entitlement on the Account related to the Case. This field is 'Hidden' in Field Level Security by default, and is not on the default page layout. So the page layout must be customized in order for this to work, and field level security for this field must be set to 'visible.'
  2. The Entitlement needs to have an Entitlement Process associated with it. Go to the 'Entitlement' on the Case, and check for the 'Entitlement Process' field to be sure that there is a value there.
  3. The Case must qualify for any of the defined milestones, as per Milestone Criteria on the entitlement process.
Knowledge-artikelnummer

000386849

 
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Salesforce Help | Article