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            Milestones

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            Milestones

            Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to SLA policies to ensure that support reps resolve support records correctly and on time.

            Required Editions

            View supported editions.

            An SLA policy can have up to 10 milestones. You can set up a milestone to occur once in an SLA policy, or to recur until the SLA policy exits.

            Here’s how milestones fit into your support process:

            Set up an entitlement process

            Before using milestones in your support process, review Milestone Limitations.

            • Set Up SLA Milestones
              SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders.
            • Work with SLA Milestones
              SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types.
             
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