---
schema_version: "1"
id: 8bb086cb922e019fa8aecd6862963b3d567c76038c5342a9037b61b494f6fcfc
title: Set Up Agentic Milestones for Cases (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_agentic_milestones_for_cases_beta.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_agentic_milestones_for_cases_beta.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 494d8b4a439dbcfbee2469b739c0ca4c73c876d207b7bfc3e6777f87baa0a99a
description: Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup.
products:
  - Service Cloud
release: "264"
---
# Set Up Agentic Milestones for Cases (Beta)

Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup.

### 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>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96685e59">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96685e59 ">To create or edit milestones: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96685e59 ">Manage Entitlements </td>

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

Note Agentic Milestones (beta) is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

1. From Setup, in the Quick Find box, enter Entitlement Settings, and then select **Entitlement Settings**.
2. Select **Agentic Milestones**.
3. In the Quick Find box, enter SLA Policies, and then select **SLA Policies**.
4. Select the SLA policy for which you want to create a milestone.
5. On the Milestones tab, click **New Milestone**.
6. In the New Milestone window, select **Mark Agentic**.
7. Save the milestone.
8. Under Milestones list, select **Manage Prompt** for the agentic milestone.
9. On the Milestone Prompt tab, click **New Prompt**.
10. Configure your prompt. On the Prompt Template field, either select or create a prompt template.
11. Save the prompt.
12. Activate the SLA policy. After you attach this SLA policy to cases, you can see the agentic milestones listed under the Milestones list.