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View the Case Milestones
The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view case milestones: | Read on cases |
| To edit case milestones: | Edit on cases |
Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases.
Keep the following things in mind when working with the related list.
- If no milestones apply to the case, then No records to display appears in the related list.
- The related list contains fields that your company has chosen to display based on its business processes. Depending on your company’s requirements, you can see some or all the fields.
- Customer Portal users can’t edit case milestones.
- Action
- Lists the actions you can perform on the milestone. For example, if you have Edit permission on cases, you can click Edit to select the milestone completion date.
- Milestone
- The name of a set of steps in an entitlement process that applies to the case. Users with Manage Entitlements permission can click a milestone’s name to view the entitlement process, case criteria, time triggers, and actions associated with it.
- The following table lists the types of actions associated with milestones:
- Administrators can set up milestones to automate the following for each
action type:
Workflow Action What It Does Example New Task Create a workflow task Create a task for a support rep to call a customer when a First Response milestone is violated. New Email Create an email alert Notify case owners when a First Response milestone on their case is near violation. New Field Update Define a field update Update the case Priority field to High when a First Response milestone is near violation. New 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. New 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.
- Target Date
- The date and time to complete the milestone.
- Completion Date
- The date and time the milestone was completed.
- Target Response
- Shows the time to complete the milestone. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days.
- Time Remaining
- Shows the time that remains before a milestone violation. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days.
- Elapsed Time
- Shows the time it took to complete a milestone. Automatically calculated to include any business hours on the case. Elapsed Time is calculated only after the Completion Date field is populated. Depending on your company's business requirements, the time can appear in minutes, hours, or days.
- Violation
-
Icon (
) that
indicates a milestone violation.
- Time Since Target
- Shows the time that has elapsed since a milestone violation. Automatically calculated to include any business hours on the case. You can choose to display the time in days, hours and minutes, or minutes and seconds.
- Completed
-
Icon (
) that
indicates a milestone completion.
- Because they’re part of a case's history, completed milestones remain on a case even if they're no longer applicable.
See Also
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