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
entitlement processes to enforce different service levels on support records, like cases and work
orders.
Tip The Entitlement Management Trailhead module introduces you to common terms and
walks you through the process of creating milestones. And it’s fun! To get started, see Entitlement Management.
From Setup, enter Milestones in the Quick Find box, then select
Milestones under Entitlement Management.
Click New Milestone.
Enter a name and description. Try to name milestones after common support tasks, like
“First Response Time” or “Resolution Time.” Descriptive names help users understand milestones
when they see them on cases, work orders, or entitlement processes.
Select a recurrence type.
Recurrence Type
Description
Example
No Recurrence
The milestone occurs only once on the record.
First Response
Resolution Time
Independent
The milestone occurs whenever the milestone criteria are met on the record.
Response Time
Sequential
The milestone occurs on repeat whenever the milestone criteria are met on the
record.
Customer Contact Made
Click Save.
You can’t apply a milestone to a record by itself. It must be part of an entitlement process.
So after you create your milestone, add it to an entitlement process.
Tip You can add
validation rules to a milestone so that users can update a milestone only if it meets specific
standards. For details, see Limit User Updates to Milestones.
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