---
schema_version: "1"
id: 7bb23c5e1ece02caa3ef522c355e8b7338f27726042b64934b7bfa1b4da0e6ca
title: Incident Tracking for Support Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_sla_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sla_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5445dfc5c905715981b751f292bb98f6997d00227f5c32e4447fd884e67abd11
description: Use milestones and entitlements to keep customers in the loop during an incident.
products:
  - Service Cloud
release: "264"
---
# Incident Tracking for Support Reps

Use milestones and entitlements to keep customers in the loop during an incident.

### 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>

- **[Create an Entitlement for Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_entitlement.htm&release=264.0.0&type=5)**  
    Create an entitlement and link it to your entitlement process to resolve incidents correctly and on time.
- **[Manage Incident SLAs with Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_manage_slas.htm&release=264.0.0&type=5)**  
    Stay on top of your support Service Level Agreements when an incident occurs.