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.
Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.
How: From the SLA Policies page, select the SLA policy for which you want to create a milestone. On the Milestones tab, click New Milestone. In the New Milestone window, go to the Pause tab and define your milestone pause criteria. Save your milestone and activate the SLA Policy.