---
schema_version: "1"
id: dea75cd42676cb3aa75adff92f80c718ce61f8fa367aa843a459e757194dbc17
title: Create a Milestone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_setting_milestones.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_setting_milestones.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7de4ed2e96f225cdc68ba31a7ff9de035d38d6a6f4d591fa35da493ffff39e6c
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<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="d45144e57">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e57 ">To create milestones:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e57 ">Manage
              Entitlements</td>

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

![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).

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.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:33.33333333333333%">
              <col style="width:33.33333333333333%">
              <col style="width:33.33333333333333%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45144e140">Recurrence Type </th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45144e143">Description</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45144e146">Example</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e140 ">No Recurrence</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e143 ">The milestone occurs only once on the record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e146 ">
                  <p>First Response</p>
                  <p style="margin-bottom:0;">Resolution Time</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e140 ">Independent</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e143 ">The milestone occurs whenever the milestone criteria are met on the record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e146 ">Response Time</td>

              </tr>
              <tr class="">
                <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e140 ">Sequential</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e143 ">The milestone occurs on repeat whenever the milestone criteria are met on the
                  record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d45144e146 ">Customer Contact Made</td>

              </tr>
            </tbody>
          </table>
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](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5 "Add milestones to entitlement processes to define required steps in your support process.").

![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 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](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.").

#### See Also

- [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_sequential_recurrence.htm&release=264.0.0&type=5 "When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.")