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            Add a Milestone to an Entitlement Process

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            Add a Milestone to an Entitlement Process

            Add milestones to entitlement processes to define required steps in your support process.

            Required Editions

            View supported editions.
            User Permissions Needed
            To add milestones to entitlement processes: Manage Entitlements
            1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes.
            2. Click the name of an entitlement process.
            3. If you’re using versioning, click the name of the entitlement process again under Entitlement Process Versions.
            4. Click New on the Milestones related list.
            5. Choose the milestone.
            6. In Time Trigger (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action.
              Or, if you’d like the trigger time for the milestone to be calculated dynamically based on the milestone type and properties of the case or work order, click Enable Apex Class for the Time Trigger (Minutes).

              You must have a custom Apex class that implements the Support.MilestoneTriggerTimeCalculator Apex interface to use this option.

              .
            7. If you selected Enable Apex Class for the Time Trigger (Minutes), use the lookup to specify an Apex class for the dynamically calculated milestone.
            8. Choose when the milestone starts:
              Select To Use If
              Milestone Criteria Calculate the milestone Target Date when the milestone is applied to a support record (matches the record criteria). A milestone’s Target Date is based on when it’s applied to a record. Use if the milestone is recurring. An entitlement process usually starts when the record is created, but its milestones aren’t always applied right away.
              Entitlement Process Calculate the milestone Target Date when the entitlement process starts (by default, when a support record is created). A milestone's Target Date is based on the start of the entitlement process. For example, first response and resolution times on a case always calculate their Target Date when the entitlement process starts.
            9. Optionally, select the business hours that you want to apply to the Target Date calculation for this milestone. If you don’t specify business hours for the milestone, then the Entitlement Process business hours are used. If neither are specified, then the business hours on the case or work order are used.
            10. Specify the order in which Salesforce should process the milestones. This applies to situations where a support record matches the criteria of multiple milestones at the same time.
            11. Enter the criteria a record must match for the milestone to apply to it:
              • Choose criteria are met and select the filter criteria that a record must meet for a milestone to apply to it. For example, set a case filter to Priority equals High if you want the milestone to apply to cases with the Priority field marked High.

                Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.”

              • Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” The milestone applies to records if the formula returns “True.” For example, the formula (Case: Priority equals High) AND (Case: Case Origin equals Email, Web) applies the milestone to cases where the Priority field is High and the Case Origin field is marked Email or Web. You can’t use the Case Owner field in formulas.
            12. Click Save.

            Milestones are measured in minutes and seconds, but their start and end times are only accurate to the minute. For example, suppose a milestone is triggered at 11:10:40 a.m. and the time to complete the milestone is 10 minutes. In this case, the milestone target time is 11:20:00 am, not 11:20:40. As a result, the remaining time for the support rep to complete the milestone is 9 minutes and 20 seconds, not the full 10 minutes. This applies only when business hours are not 24 hours a day.

            See Also

             
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