---
schema_version: "1"
id: 25ad76c116369b22ea9146a556e8aec0bd3381f2e6c72137ecf5f6816791933c
title: Entitlements and Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_entitlements_milestones.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_milestones.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 41b6ebc4f18dfb2e2e690387eb50437cbc9f32fcdb777432d722a1727bfb3e28
description: Define rules to automatically pause milestone timers when the next step is outside a service rep's control. Use Agentforce SLA Summary for comprehensive performance analytics. Get real-time visibility into milestone status across parent and child records to ensure better coordination and alignment across all teams contributing to resolution.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Entitlements and Milestones

Define rules to automatically pause milestone timers when the next step is outside a service rep's control. Use Agentforce SLA Summary for comprehensive performance analytics. Get real-time visibility into milestone status across parent and child records to ensure better coordination and alignment across all teams contributing to resolution.

- **[Improve SLA Reporting by Using Rule-based Milestone Pause](https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_rule_based_milestone_pause.htm&release=260&type=5)**  
    Free up your service reps from the manual overhead of stopping a record when the next step is outside their purview. Admins can set rules to automatically pause milestones when the defined conditions are met. For example, a milestone can be paused automatically if the case status is “Waiting for Customer.” The milestone timer stops during the pause duration and resumes when the pause conditions change. The target date is reevaluated when the milestone unpauses. This helps with more accurate SLA reporting and clearly highlights delays.
- **[Keep Departments Aligned on SLA Commitments with Bidirectional Milestone Visibility](https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_bidirectional_milestone_visibility.htm&release=260&type=5)**  
    Get real-time visibility into Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) commitments and status by viewing milestones across parent and child records. This feature enables transparent, real-time visibility into child and parent milestone statuses. This allows for better coordination and alignment on SLA and OLA commitments and timelines when departments or vendors besides the service reps also contribute to resolutions.
- **[Optimize SLA Compliance by Using Agentforce SLA Summary](https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_agentforce_sla_summary.htm&release=260&type=5)**  
    Get a complete view of Service Level Agreement (SLA) adherence with Agentforce SLA Summary. Track key metrics like SLA breach data and trends, milestone performance, service rep performance and workload, and risk indicators. You can also monitor average response and resolution times against SLA targets, and see which records are close to missing an SLA.