---
schema_version: "1"
id: b57aebdc4acb82bfe0d5373e0f55a35acac6bbc4cc07e2bc18579e10cce8de7d
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/sla_create_a_milestone.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_create_a_milestone.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b1d325251512f4c393c71ed2982b1c8c7dd68958791e896aa43e78f8a2269e99
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 SLA policies 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 SLA policies 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="d95600e59">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e59 ">To create milestones:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e59 ">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 SLA policies in the Quick Find box, then select **SLA Policies** under SLA Management.
2. Select the SLA policy for which you want to create a milestone.
3. On the Milestones tab, click **New Milestone**.
4. Enter a name and description.
5. Select the milestone agreement type, business hours, order, time to complete milestone, and start time.
6. 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="d95600e152">Recurrence Type </th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d95600e155">Description</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d95600e158">Example</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e152 ">No Recurrence</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e155 ">The milestone occurs only once on the record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e158 ">
                  <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="d95600e152 ">Independent</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e155 ">The milestone occurs when their criteria are met on the record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e158 ">Response Time</td>

              </tr>
              <tr class="">
                <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e152 ">Sequential</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e155 ">The milestone reoccurs whenever the milestone criteria are met on the
                  record.</td>

                <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d95600e158 ">Customer Contact Made</td>

              </tr>
            </tbody>
          </table>
7. Click **Next**.
8. Set up milestone activation and completion criteria.
9. Save your changes.