--- schema_version: "1" id: 053605d2c9a9995a0a2c57fda9cf47f012bc579ed873dd748fcd32ff995b6cfd title: "Milestones: Supported Objects" collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_milestones_supported_objects.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_milestones_supported_objects.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: a06be4ac3f1644fd69dcd9f2b224b8ae85bff19be2d82050592778b40b47c554 description: Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. products: - Service Cloud release: "264" --- # Milestones: Supported Objects Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. ### Required Editions
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What types of records can I add milestones to? - Cases - Work orders - Incidents How do I add milestones to a record? Here are the general steps you’ll follow: 1. Create “master” milestones in Setup that represent required steps in your support process. 2. Add the milestones to an entitlement process, which is a customizable timeline of milestones. 3. Apply the entitlement process to a customer entitlement. When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—is automatically applied to the record. To learn more, see [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."). Can I use the same entitlement for work orders and cases? If the entitlement has an SLA policy associated with it, don’t use the entitlement for multiple types of support records. Every SLA policy has a type—Case or Work Order—and a policy only works on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the policy runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the policy doesn’t run on the work order. When I create a milestone, can I add it to both types of SLA policies? Yes. For example, if you create a First Response milestone in Setup, you can add it to both Case and Work Order SLA policies. How do I set the type of an SLA policy? You select the type when you create the SLA policy. SLA policies created before Summer ’16 use the Case type. You can see an SLA policy’s record type on its detail page. Can I change the type of an SLA policy? No. Once an SLA policy is created, you can’t change its type. Want to make the most of a particularly awesome SLA policy? Remember that you can easily create a similar process of a different type using the same milestones. Are milestones supported in Lightning Experience? Milestones are available in Lightning Experience with some limitations. For details, see [Entitlement Management Limits and 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."). Where do I manage milestones in my org? - Open the SLA policy you want to create milestones for. - View and create milestones from the Milestones related list under the SLA policy.