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Customize Milestone Page Layouts

Customize your page layouts for milestones to help support reps and supervisors track support progress.

Required Editions

View supported editions.
User Permissions Needed
To create and edit page layouts: Customize Application
To create milestones:

Manage Entitlements

AND

Customize Application
To enable the Stopped Time and Actual Elapsed Time fields: Manage Entitlements
  1. Add any of the following fields to case and object milestone detail pages.
    Use Setup in Salesforce Classic:
    • To edit case milestone detail page layouts, from Setup, enter Case Milestones in the Quick Find box, then click Page Layouts under Case Milestones.
    • To edit object milestone detail page layouts (which apply to work order milestones), from Setup, enter Object Milestones in the Quick Find box, then click Page Layouts under Object Milestones.
    Field Description
    Actual Elapsed Time

    The amount of time that it took to complete a milestone.

    (Elapsed Time) – (Stopped Time) = (Actual Elapsed Time)

    Note
    Note If you want to be able to display this field, Enable stopped time and actual elapsed time must be selected on the Entitlement Settings page.
    Completed Icon that indicates milestone completion.
    Completion Date The date and time the milestone was completed.
    Elapsed Time The time it took to complete a milestone. Automatically calculated to include any business hours on the support record. Elapsed time is calculated only after the Completion Date field is populated.
    Entitlement Process The entitlement process that is being used for the record. Entitlement processes are optional.
    Start Date The date and time that the milestone tracking started.
    Stopped Time

    How long a support rep has been blocked from completing a milestone. For example, a support rep might wait for a customer to reply with more information.

    Note
    Note Enable stopped time and actual elapsed time must be selected on the Entitlement Settings page. Then give your support reps access to the field through field-level security.
    Target Date The date and time to complete the milestone.
    Target Response The time to complete the milestone. Automatically calculated to include any business hours on the support record.
    Time Remaining The time that remains before a milestone violation. Automatically calculated to include any business hours on the support record.
    Time Since Target The time that has elapsed since a milestone violation. Automatically calculated to include any business hours on the support record.
    Violation Icon that indicates a milestone violation.
  2. Add milestone elements to case and work order page layouts.
    Use Setup in Salesforce Classic or Lightning Experience.
    1. Add milestone fields.
      Field Description
      Milestone Status The milestone’s status.
      Milestone Status Icon

      An icon that corresponds to the milestone status:

      • Milestone completed icon Compliant
      • Milestone open violation icon Open Violation
      • Closed violation icon Closed Violation
      Note
      Note In Lightning Experience, the Milestone Status Icon field on cases isn’t available.
      Entitlement Process Start Time The time the record enters the entitlement process.
      Entitlement Process End Time The time the record exits the entitlement process.
      Note
      Note Case Milestone Status isn’t available in list views in Lightning Experience.
    2. Add the Case Milestones or Object Milestones related list to display the record’s milestones.
      In Lightning Experience, the Case Milestones related list doesn't support the Business Hours field. Only certain fields in the Object Milestones related list are supported.