Milestones represent required, time-dependent steps in your support process, like first
response or case resolution times. Milestones are added to SLA policies to ensure that support
reps resolve support records correctly and on time.
Required Editions
An SLA policy can have up to 10 milestones. You can set up a milestone to occur once in an
SLA policy, or to recur until the SLA policy exits.
Here’s how milestones fit into your support process:
Before using milestones in your support process, review Milestone
Limitations.
- Set Up SLA Milestones
SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders.
- 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.
