---
schema_version: "1"
id: 3b6e38f58996fd5dae25a3800ec000226109ad7c6b443ac728197ab6b1fc57e2
title: Milestone Recurrence Types
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_milestone_sequential_recurrence.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_milestone_sequential_recurrence.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 740fb5e4be66c6e9d12ea8ca69ae07d235328af0ef1d0a33677431e13632a031
description: When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
products:
  - Service Cloud
release: "264"
---
# Milestone Recurrence Types

When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it.

### 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>

There are three milestone recurrence types in Salesforce:

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:25%">
        <col style="width:25%">
        <col style="width:25%">
        <col style="width:25%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e62">Recurrence Type</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e65">What It Means</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e68">How the Start Date is Determined</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e71">Examples</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 "><strong>Recurrence Type</strong></td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 "><strong>What It Means</strong></td>

          <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 "><strong>How the Start Date is Determined</strong></td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 "><strong>Examples</strong></td>

        </tr>
        <tr class="">
          <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 ">No Recurrence</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 ">The milestone only occurs once on the support record*.</td>

          <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 ">The Start Date is the time when the milestone criteria are met on the
            record.</td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 ">
            <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="d138615e62 ">Independent</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 ">
            <p>The milestone occurs every time the milestone criteria is met, and SLA targets are
              independent for the repeat milestones.</p>
            <p style="margin-bottom:0;">Only one occurrence of an independently recurring milestone can be active at a
              time.</p>
          </td>

          <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 ">The Start Date is the time when the milestone criteria are met on the record,
            regardless of when the previous occurrence was completed.</td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 ">“Engineer Solution Proposed”</td>

        </tr>
        <tr class="">
          <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 ">Sequential</td>

          <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 ">
            <p>The milestone occurs every time the milestone criteria is met, but the second SLA
              target countdown doesn’t begin until the previous SLA target date is reached.</p>
            <p style="margin-bottom:0;">Only one occurrence of a sequentially recurring milestone can be active at a
              time.</p>
          </td>

          <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 ">
            <p>For the first occurrence, the Start Date is the time when the milestone criteria
              are met on the case.</p>
            <p>For future occurrences:</p>
            <ul>
              <li>
                <p>The Start Date is the time when the milestone criteria are met on the record,
                  as long as it’s later than the previous occurrence’s Target Date.</p>
              </li>

              <li>
                <p>If an occurrence is completed <em>before</em> its Target Date and the milestone
                  criteria are met on the record again, the next occurrence starts at the previous
                  occurrence’s Target Date.</p>
              </li>

              <li>
                <p>If an occurrence is completed <em>after</em> its Target Date, the next
                  occurrence’s Start Date is the time when the milestone criteria are met on the
                  record.</p>
              </li>

            </ul>
          </td>

          <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 ">You may use this milestone type when you’re trying to enforce SLAs for repeat
            customer touchpoints. </td>

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

\*In these definitions, a support record includes cases and work orders.

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

Example

No Recurrence Type

A milestone named “Resolution Time” is set up to ensure that cases are resolved within 4 hours. The milestone has one criterion: Case: Status EQUALS New,Working,Escalated.

Here’s how this milestone can be used:

1. At 10 a.m., a case is created whose Status is New, causing the milestone criteria to match the case criteria.
2. The “Resolution Time” milestone is automatically created with these settings:
    - Start Date = 10 a.m. (the current time)
    - Target Date = 2 p.m. (4 hours from the Start Date)
3. At 1 p.m., the support rep resolves the customer’s issue and closes the case, and the milestone is marked complete.

Independent

A milestone named “Engineer Solution Proposed” is set up to track case escalation to Engineering. When this milestone occurs, the support rep expects a proposed solution from Engineering within 4 hours. The milestone has one criterion: “Case: Status EQUALS Waiting on Engineer” (a custom status).

Here’s how this milestone can be used:

1. At 10 a.m., the support rep escalates a case to Engineering, causing the milestone criteria to match the case criteria.
2. An occurrence of the “Engineer Solution Proposed” milestone is automatically created with these settings:
    - Start Date = 10 a.m. (the current time)
    - Target Date = 2 p.m. (4 hours after the Start Date)
3. At 11 a.m., well before the Target Date, an engineer proposes a solution that’s sent to the customer. The milestone is marked complete manually or via a workflow.

If the proposed solution works, there may be no other occurrences of the “Engineer Solution Proposed” milestone on the case. However, if the solution doesn’t solve the customer’s issue, another occurrence would be created:

1. At 1 p.m., the support rep re-escalates the case to Engineering, causing the milestone criteria to match the case criteria.
2. A second occurrence of the “Engineer Solution Proposed” milestone is created with these settings:
    - Start Date = 1 p.m. (the current time)
    - Target Date = 5 p.m. (4 hours after the Start Date)

The case now has two “Engineer Solution Proposed” milestones:

- One completed milestone that started at 10 a.m.
- One incomplete milestone that started at 1 p.m. and has a Target Date of 5 p.m.

The milestone can recur as many times as necessary until the entitlement process is completed.

Sequential

A milestone named “Customer Contact Made” is set up to track daily contact with a customer as part of an SLA. When this milestone occurs, the support rep has 24 hours to communicate with the customer.

Here’s how this milestone can be used:

1. At 10 a.m. on Monday, a case is created whose entitlement process includes the “Customer Contact Made” milestone. The milestone has these settings:
    - Start Date = 10 a.m. Monday (the current time)
    - Target Date = 10 a.m. Tuesday (24 hours after the Start Date)
2. At 11 a.m. on Monday, the support rep communicates with the customer. This means that the milestone can be marked complete, and milestone’s second occurrence is created. However, because the previous occurrence’s Target Date is still in the future, the Start Date of the second occurrence is 10 a.m. Tuesday.

The case now has two “Customer Contact Made” milestones:

- One completed milestone that started at 10 a.m. Monday
- One incomplete milestone that is scheduled to start at 10 a.m. Tuesday with a Target Date of 10 a.m. Wednesday

If the support rep communicates with the customer multiple times on Monday, it doesn’t affect the Tuesday milestone.