---
schema_version: "1"
id: f2fd3cd983f5562efb80afb22420ad9b04890aae9c177023f8b468decafcbb02
title: Work with SLA Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_milestones_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_milestones_overview.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ed6c447549067875730ab9752265efc09425d58897500f21503c79fd2ad3beec
description: SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types.
products:
  - Service Cloud
release: "264"
---
# Work with SLA Milestones

SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types.

### 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>

When working with milestones, keeping track of everything is key to success. Here are a few ways you can track all records that have milestones in your org.

- To view work orders with milestones, create a work order report using the Object Milestones custom report type.
- To view cases with milestones, create a case report using the Cases with Milestones custom report type.
- Create list views that filter on milestone fields.

Let’s get started!

- **[Where Can I View SLA Milestones?](https://help.salesforce.com/s/articleView?id=service.sla_milestones_app_visibility.htm&release=264.0.0&type=5)**  
    Your settings and configurations for SLA management determine where you and your support reps can view milestones.
- **[Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.sla_milestones_statuses.htm&release=264.0.0&type=5)**  
    Milestones on support records display one of three statuses.
- **[Milestone Actions](https://help.salesforce.com/s/articleView?id=service.sla_milestones_actions_overview.htm&release=264.0.0&type=5)**  
    Milestone actions are time-dependent workflow actions that occur on milestones in an SLA policy. Actions can be added to milestones after the milestone is added to an SLA policy.
- **[Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.sla_milestone_sequential_recurrence.htm&release=264.0.0&type=5)**  
    When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it.
- **[Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.sla_milestones_supported_objects.htm&release=264.0.0&type=5)**  
    Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
- **[Milestone Stop and Resume Behavior](https://help.salesforce.com/s/articleView?id=service.sla_milestones_timer_behavior.htm&release=264.0.0&type=5)**  
    Learn how to start and resume milestones and how milestones work within an SLA policy.
- **[Pause Individual Milestone on Records](https://help.salesforce.com/s/articleView?id=service.sla_pause_individual_milestone.htm&release=264.0.0&type=5)**  
    Pause an SLA milestone on work orders, incidents, problems, and change requests when an action is out of the service rep’s control. The milestone timer stops when the milestone is paused, and the target date is reevaluated when the service rep unpauses it. This feature provides better visibility into delays and ensures accurate reporting. You can only pause active milestones.
- **[Automatically Pause Record Milestones Based on Predefined Rules](https://help.salesforce.com/s/articleView?id=service.sla_rule_based_milestone_pause.htm&release=264.0.0&type=5)**  
    Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria.
- **[Set Up Agentic Milestones for Cases (Beta)](https://help.salesforce.com/s/articleView?id=service.sla_agentic_milestones_for_cases_beta.htm&release=264.0.0&type=5)**  
    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.