---
schema_version: "1"
id: b989b68a98558d7f48ff09fc84f6c59d06f0374d7ae8ca5d7dc012554822cefd
title: Customize Milestone Page Layouts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_milestone_layouts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_layouts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c87991be100bc8dc7897069e47163cbd57bb3bb09eb288ac892e3d872fb6ba6b
description: Customize your page layouts for milestones to help support reps and supervisors track support progress.
products:
  - Service Cloud
release: "264"
---
# Customize Milestone Page Layouts

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

### 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>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46328e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">To create and edit page layouts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">To create milestones: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">
              <p>Manage Entitlements</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">To enable the Stopped Time and Actual Elapsed Time fields:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e60 ">Manage Entitlements</td>

          </tr>
        </tbody>
      </table>

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.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46328e134">Field</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46328e136">Description</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Actual Elapsed Time</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">
                  <p>The amount of time that it took to complete a milestone.</p>
                  <div>
                    <p>(Elapsed Time) –
                      (Stopped Time) = (Actual Elapsed Time)</p>
                    <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                      <div class="slds-media slds-media_responsive">
                        <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div>
                        <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> If you want to be able to display this field,
                          <span id="entitlements_milestone_layouts__stopped"><a name="entitlements_milestone_layouts__stopped"><!-- --></a><strong class="uicontrol">Enable stopped time and actual elapsed time</strong>
                            must be selected on the Entitlement Settings page.</span>
                        </div>
                      </div>
                    </div>
                  </div>
                </td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Completed</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">Icon that indicates milestone completion.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Completion Date</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 "><span>The date and time the milestone was
                    completed.</span></td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Elapsed Time</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">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.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Entitlement Process</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">The entitlement process that is being used for the record. Entitlement processes are
                  optional.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Start Date</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 "><span>The date and time that the milestone tracking
                    started.</span></td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Stopped Time</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">
                  <p>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.</p>
                  <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                    <div class="slds-media slds-media_responsive">
                      <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div>
                      <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> <span><strong class="uicontrol">Enable stopped time and actual elapsed time</strong>
                          must be selected on the Entitlement Settings page.</span> Then give your support
                        reps access to the field through field-level security.</div>
                    </div>
                  </div>
                </td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Target Date</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 "><span>The date and time to complete the
                    milestone.</span></td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Target Response</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">The time to complete the milestone. Automatically calculated to include any business
                  hours on the support record.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Time Remaining</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">The time that remains before a milestone violation. Automatically calculated to
                  include any business hours on the support record.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Time Since Target</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">The time that has elapsed since a milestone violation. Automatically calculated to
                  include any business hours on the support record.</td>
              </tr>
              <tr class="">
                <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e134 "><samp class="parmname">Violation</samp></td>
                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e136 ">Icon that indicates a milestone violation.</td>
              </tr>
            </tbody>
          </table>
2. Add milestone elements to case and work order page layouts.
    
    Use Setup in Salesforce Classic or Lightning Experience.
    
    1. Add milestone fields.
        
        <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
                <colgroup>
                  <col style="width:50%">
                  <col style="width:50%">
                </colgroup>
                <thead class="slds-text-title_caps ">
                  <tr class="">
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46328e260">Field</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46328e263">Description</th>
                  </tr>
                </thead>
                <tbody>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e260 ">
                      <samp class="parmname">Milestone Status</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e263 ">The milestone’s status.</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e260 ">
                      <samp class="parmname">Milestone Status Icon</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e263 ">
                      <p>An icon that corresponds to the milestone status:</p>
                      <ul>
                        <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="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" alt="Milestone completed icon"></span> Compliant</li>

                        <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="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" alt="Milestone open violation icon"></span> Open Violation</li>

                        <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/closedviolation.png" alt="Closed violation icon"></span> Closed Violation</li>

                      </ul>
                      <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                        <div class="slds-media slds-media_responsive">
                          <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div>
                          <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> In
                            Lightning Experience, the Milestone Status Icon field on cases isn’t available.
                          </div>
                        </div>
                      </div>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e260 ">
                      <samp class="parmname">Entitlement Process Start Time</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e263 ">The time the record enters the entitlement process.</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e260 ">
                      <samp class="parmname">Entitlement Process End Time</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d46328e263 ">The time the record exits the entitlement process.</td>

                  </tr>
                </tbody>
              </table>
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
        
        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.