---
schema_version: "1"
id: bb94f66d181a9a215fc958036e6c9bf0d6c5fb45b8677bb021c055dd5b9dcc20
title: Set Up Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_milestones_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f2eae73908fd27be8635b94928599b58dd8eda58c6f29f3c99b319e0d4c4891
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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.

### 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>

Before setting up milestones, make sure that you understand where milestones can appear. See [Where Can I View Milestones?](https://help.salesforce.com/articleView?id=entitlements_milestones_app_visibility.htm&language=en_US)

1. **[Customize Milestone Page Layouts](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_layouts.htm&release=264.0.0&type=5)**  
    Customize your page layouts for milestones to help support reps and supervisors track support progress.
2. **[Enable Milestone Feed Items](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_feed_item.htm&release=264.0.0&type=5)**  
    Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.
3. **[Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5)**  
    The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.
4. **[Limit User Updates to Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_updates.htm&release=264.0.0&type=5)**  
    Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.
5. **[Create a Milestone](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_milestones.htm&release=264.0.0&type=5)**  
    Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders.
6. **[Auto-Complete Case Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_trigger.htm&release=264.0.0&type=5)**  
    Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.
7. **[Auto-Complete Case Milestones by Using Flow](https://help.salesforce.com/s/articleView?id=service.entitlements_auto_complete_case_milestone_using_flow.htm&release=264.0.0&type=5)**  
    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.

#### See Also

- [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.")
- [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.")
- [Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&release=264.0.0&type=5 "Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.")