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            Add a Milestone to an SLA Policy

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            Add a Milestone to an SLA Policy

            Add milestones to SLA policies to define required steps in your support process.

            Required Editions

            View supported editions.
            User Permissions Needed
            To add milestones to SLA policy: Manage Entitlements
            1. From Setup, enter SLA Policies in the Quick Find box, then select SLA Policies.
            2. Click the name of an SLA policy.
            3. Click New Milestone on the Milestones list view.
            4. Choose the milestone.
            5. In Minutes to Complete Milestone (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action. Else, 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).
              Note
              Note You must have a custom Apex class that implements the Support.MilestoneTriggerTimeCalculator Apex interface to use this option.
            6. If you selected Enable Apex Class for the Time Trigger (Minutes), use the lookup to specify an Apex class for the dynamically calculated milestone.
            7. 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.

              Note
              Note An SLA policy usually starts when the record is created, but its milestones aren’t always applied right away.
              SLA Poilicy Calculate the milestone Target Date when the SLA policy starts (by default, when a support record is created). A milestone's Target Date is based on the start of the SLA policy. For example, first response and resolution times on a case always calculate their Target Date when the SLA policy starts.
            8. 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 SLA policy business hours are used. If neither are specified, then the business hours on the case or work order are used.
            9. 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.
            10. Click Next.
            11. Enter the active or complete criteria a record must match for the milestone to apply to it:
              • Select Rule and select the condition requirement to execute rule that a record must meet for a milestone to apply to it. For example, set the condition to All Conditions Are Met (AND) if you want the milestone to apply when all of the defined conditions are met.
              • Select Formula 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.
            Note
            Note 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.
             
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