Work with SLA Milestones

When working with milestones, keeping track of everything is key to success. Here are a few ways you can track all records that have milestones in your org.

• To view work orders with milestones, create a work order report using the Object Milestones custom report type.

• To view cases with milestones, create a case report using the Cases with Milestones custom report type.

• Create list views that filter on milestone fields.

Let’s get started!

• Where Can I View SLA Milestones?
  Your settings and configurations for SLA management determine where you and your support reps can view milestones.
• Milestone Statuses
  Milestones on support records display one of three statuses.
• Milestone Actions
  Milestone actions are time-dependent workflow actions that occur on milestones in an SLA policy. Actions can be added to milestones after the milestone is added to an SLA policy.
• Milestone Recurrence Types
  When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
• Milestones: Supported Objects
  Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
• Milestone Stop and Resume Behavior
  Learn how to start and resume milestones and how milestones work within an SLA policy.
• 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.
• Automatically Pause Record Milestones Based on Predefined Rules
  Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses.