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Auto-Complete Case Milestones by Using Flow

Configure a flow that automatically marks milestones Completed on cases that match unique criteria. In your flow, define one or more case criteria that must be satisfied for a milestone to be marked Completed.

Required Editions

View supported editions.
User Permissions Needed
To view entitlements: Read on Entitlement
To change entitlements: Edit on Entitlement
To create and update entitlement processes and milestones: Manage Entitlement
To open, edit, or create a flow in Flow Builder: Manage Flow
  1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes.
  2. Click the name of an entitlement process.
  3. Click New on the Milestones related list.
  4. Choose the milestone.
  5. In Time Trigger (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action.
  6. Save the milestone.
  7. Click the milestone to add completion criteria.
  8. Under Completion Criteria, click Add Actions, and then select New Flow.
    Note
    Note Completion criteria is evaluated as part of case editing, and this evaluation happens on a per-case basis. When performing bulk actions on cases, be mindful that you can hit other limits, such as SOQL query limits and the number of rows processed.
  9. Save and open the flow in Flow Builder.
  10. In Flow Builder, click Milestone Validation Decision, and then select Edit Element.
  11. Under OUTCOME DETAILS, add one or more conditions for auto-completion of case milestones.
  12. Save your changes and activate the flow.