Milestones

Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time.

Required Editions

View supported editions.

An entitlement process can have up to 10 milestones. You can set up a milestone to occur once in an entitlement process, or to recur until the entitlement process exits.

Here’s how milestones fit into your support process:

Before using milestones in your support process, review Milestone Limitations.

Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating milestones. And it’s fun! To get started, see Entitlement Management.

Set Up Milestones
Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.
Work with Milestones
Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.