Set up milestone tracking so your team can track new service connections against SLA targets on the Individual Application record. As an admin, you provision licenses, enable the feature, grant access, configure entitlements, and add the Milestone Tracker to the record page. When you finish, your team sees milestone progress on each connection.
- Enable Milestone Tracking
Give your users access to the milestone tracking feature for managing new connections. - Configure the Simplified SLA Setup
Set up the service-level agreement (SLA) policy that defines milestone targets for new connections. - Create the New Connection Manager Profile
Clone the Standard User profile to create a New Connection Manager profile, and grant it the permissions needed to manage new utility connection applications. - Create the New Connection Manager User
Create a profile that allows standard users to run the connection flows. - Assign Permission Sets to Admin
Assign these permission sets to the admin user to work with milestones. - Assign Permission Sets to New Connection Manager
Assign these permission sets to the new connection manager to work with individual applications and milestones. - Add the Milestone Tracker to the Individual Application Record Page
Show milestone progress to users on the Individual Application record by adding the milestone tracker component on the record page. - Set Up Business Hours
Define the operating schedule that milestone timers run against. - Set Up the Auto Assign Milestone Owner Flow
Configure the Auto Assign Milestone Owner flow so that milestone owners are assigned automatically when you create a connection application. - Assign Connection Milestones Based on Application Programs
Assign the right milestones to each new connection automatically, based on the program the customer applied through. The Associate Entitlement with Individual Application flow matches each application's program to an entitlement, and the entitlement's SLA policy determines which milestones apply.