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Create a Milestone

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.

Required Editions

View supported editions.
User Permissions Needed
To create milestones: Manage Entitlements
Tip
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.
  1. From Setup, enter Milestones in the Quick Find box, then select Milestones under Entitlement Management.
  2. Click New Milestone.
  3. Enter a name and description. Try to name milestones after common support tasks, like “First Response Time” or “Resolution Time.” Descriptive names help users understand milestones when they see them on cases, work orders, or entitlement processes.
  4. Select a recurrence type.
    Recurrence Type Description Example
    No Recurrence The milestone occurs only once on the record.

    First Response

    Resolution Time
    Independent The milestone occurs whenever the milestone criteria are met on the record. Response Time
    Sequential The milestone occurs on repeat whenever the milestone criteria are met on the record. Customer Contact Made
  5. Click Save.

You can’t apply a milestone to a record by itself. It must be part of an entitlement process. So after you create your milestone, add it to an entitlement process.

Tip
Tip You can add validation rules to a milestone so that users can update a milestone only if it meets specific standards. For details, see Limit User Updates to Milestones.

See Also