---
schema_version: "1"
id: ca4de8174d879f423a0bc040ea1a8ffe85c8ed094bf13f66bb5a63a018e694cc
title: View the Case Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_milestones.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_milestones.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1e8d26163d2cf3cfe25f7f6e3ca64fe3f37c175d3c71cbef8ac041ecc1a593d8
description: The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.
products:
  - Service Cloud
release: "264"
---
# View the Case Milestones

The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d126437e55">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">To view case milestones:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">Read on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">To edit case milestones:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">Edit on cases</td>

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Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases.

Keep the following things in mind when working with the related list.

- If no milestones apply to the case, then No records to display appears in the related list.
- The related list contains fields that your company has chosen to display based on its business processes. Depending on your company’s requirements, you can see some or all the fields.
- Customer Portal users can’t edit case milestones.

Action

Lists the actions you can perform on the milestone. For example, if you have Edit permission on cases, you can click **Edit** to select the milestone completion date.

Milestone

The name of a set of steps in an entitlement process that applies to the case. Users with Manage Entitlements permission can click a milestone’s name to view the entitlement process, case criteria, time triggers, and actions associated with it.

The following table lists the types of actions associated with milestones:

 
| Action Type | Description |
| --- | --- |
| ![Success action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/confirm16.png) Success Actions | The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late. |
| ![warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/warning16.png) Warning Actions | The actions to take when a milestone is near violation. |
| ![violation action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/error16.png) Violation Actions | The actions to take when a milestone is violated. |

Administrators can set up milestones to automate the following for each action type:

  
| Workflow Action | What It Does | Example |
| --- | --- | --- |
| New Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. |
| New Email | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. |
| New Field Update | Define a field update | Update the case Priority field to High when a First Response milestone is near violation. |
| New Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. |
| New Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. |
| Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. |

Start Date

The date and time that the milestone tracking started.

Target Date

The date and time to complete the milestone.

Completion Date

The date and time the milestone was completed.

Target Response

Shows the time to complete the milestone. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days.

Time Remaining

Shows the time that remains before a milestone violation. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days.

Elapsed Time

Shows the time it took to complete a milestone. Automatically calculated to include any business hours on the case. Elapsed Time is calculated only after the Completion Date field is populated. Depending on your company's business requirements, the time can appear in minutes, hours, or days.

Violation

Icon (![Milestone violation icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_isviolated.png)) that indicates a milestone violation.

Time Since Target

Shows the time that has elapsed since a milestone violation. Automatically calculated to include any business hours on the case. You can choose to display the time in days, hours and minutes, or minutes and seconds.

Completed

Icon (![Milestone complete icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_iscompleted.gif)) that indicates a milestone completion.

Because they’re part of a case's history, completed milestones remain on a case even if they're no longer applicable.

Business Hours

The operating hours for a business.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

Important The Business Hours field is not available in Lightning Experience.

#### See Also

- [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.")