---
schema_version: "1"
id: ce1e0f50e5d97717cdbb1db5dcfa134083bfb6801525d2b52be8d8c16810b293
title: Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_milestones_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_milestones_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5c0aef9369056474414a99740edfa2afe8bd4e7f39acceda4c72b83679b2a0c9
description: 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.
products:
  - Service Cloud
release: "264"
---
# Milestones

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

<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>

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:

![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/sla_policy_setup.png)

Before using milestones in your support process, review [Milestone Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features.").

- **[Set Up SLA Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_setup.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.sla_milestones_overview.htm&release=264.0.0&type=5)**  
    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.