Milestone tracking for New Connection Management helps your utility monitor the key stages of a service connection request directly on the individual application record. Milestones are tied to entitlement processes and service-level agreements (SLAs), so your team sees at a glance whether a connection is on schedule. This visibility keeps residential and commercial connections moving and helps you meet the timelines that customers and regulators expect.
New Connection Management milestone tracking brings together several Salesforce features. An admin enables milestone tracking in Energy & Utilities Settings and sets up an entitlement process with the SLA targets for new connections. A flow associates the correct entitlement with each individual application based on the program the customer applied through. This entitlement starts the milestone timers based on your business hours. As the connection progresses, the milestones update to met, paused, or breached according to the SLA. Finally, the Milestone Tracker component on the Individual Application record page shows the status, and milestone owners see the work assigned to them.
Milestone tracking supports all application management processes that use the individual application objects. The supported persona in New Connections example includes:
- Utility New Connection Manager: Oversees the end-to-end connection process and monitors compliance, timelines, and stakeholder communication.
- Utility Engineer (feasibility analyst): Evaluates the technical feasibility of a connection request based on capacity, safety, and infrastructure constraints.
- Developer (commercial customer): Initiates connection requests for development projects and tracks progress toward completion.
- Residential Customer: Submits a service connection request and follows its progress toward a predictable completion date.