---
schema_version: "1"
id: 70db579766513291f98186eff35476a447e96eb9168109da21ac70f8d1a1bc63
title: Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_milestones_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 85f0fbdee7bbcf8d4cbed3ccc601d948b183be9f174a10650b54c9f63f318fd6
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<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>

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:

![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_process_set_up.png)

Before using milestones in your support process, review [Milestone Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features.").

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

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](https://trailhead.salesforce.com/en/module/entitlements).

- **[Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&release=264.0.0&type=5)**  
    Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.