---
schema_version: "1"
id: 62f890c601e5f4235d898ffe6fe0cb096152660e3bfa01a89f8d57e2f0ab88d0
title: Add a Milestone to an SLA Policy
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sla_policy_adding_sla.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_policy_adding_sla.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9691089c0e8482e1d175a37f7a1922607eae001324c8645c2aef47dd21b4f845
description: Add milestones to SLA policies to define required steps in your support process.
products:
  - Service Cloud
release: "264"
---
# Add a Milestone to an SLA Policy

Add milestones to SLA policies to define required steps in your support process.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54461e57">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e57 ">To add milestones to SLA policy:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e57 ">Manage Entitlements</td>

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

1. From Setup, enter SLA Policies in the Quick Find box, then select **SLA Policies**.
2. Click the name of an SLA policy.
3. Click **New Milestone** on the Milestones list view.
4. Choose the milestone.
5. In Minutes to Complete Milestone (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action. Else, if you’d like the trigger time for the milestone to be calculated dynamically based on the milestone type and properties of the case or work order, click **Enable Apex class for the time trigger (Minutes)**.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note You must have a custom Apex class that implements the `Support.MilestoneTriggerTimeCalculator` Apex interface to use this option.
6. If you selected **Enable Apex Class for the Time Trigger (Minutes)**, use the lookup to specify an Apex class for the dynamically calculated milestone.
7. Choose when the milestone starts:
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:33.33333333333333%">
              <col style="width:33.33333333333333%">
              <col style="width:33.33333333333333%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54461e164">Select</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54461e167">To</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54461e170">Use If</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Select" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e164 ">Milestone Criteria</td>

                <td data-label="To" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e167 ">Calculate the milestone <samp class="parmname">Target Date</samp> when the milestone
                  is applied to a support record (matches the record criteria).</td>

                <td data-label="Use If" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e170 ">
                  <p>A milestone’s <samp class="parmname">Target Date</samp> is based on when it’s
                    applied to a record. Use if the milestone is recurring.</p>
                  <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                    <div class="slds-media slds-media_responsive">
                      <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div>
                      <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> An SLA policy
                        usually starts when the record is created, but its milestones aren’t always
                        applied right away.</div>
                    </div>
                  </div>
                </td>

              </tr>
              <tr class="">
                <td data-label="Select" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e164 ">SLA Poilicy</td>

                <td data-label="To" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e167 ">Calculate the milestone <samp class="parmname">Target Date</samp> when the SLA
                  policy starts (by default, when a support record is created).</td>

                <td data-label="Use If" class="slds-cell-wrap" style="vertical-align:top;" headers="d54461e170 ">A milestone's <code>Target Date</code> is based on the start of the SLA
                  policy. For example, first response and resolution times on a case always
                  calculate their <code>Target Date</code> when the SLA policy starts.</td>

              </tr>
            </tbody>
          </table>
8. Optionally, select the business hours that you want to apply to the Target Date calculation for this milestone. If you don’t specify business hours for the milestone, then the SLA policy business hours are used. If neither are specified, then the business hours on the case or work order are used.
9. Specify the order in which Salesforce should process the milestones. This applies to situations where a support record matches the criteria of multiple milestones at the same time.
10. Click **Next**.
11. Enter the active or complete criteria a record must match for the milestone to apply to it:
    
    - Select **Rule** and select the condition requirement to execute rule that a record must meet for a milestone to apply to it. For example, set the condition to **All Conditions Are Met (AND)** if you want the milestone to apply when all of the defined conditions are met.
    - Select **Formula** and enter a formula that returns a value of “True” or “False.” The milestone applies to records if the formula returns “True.” For example, the formula (Case: Priority equals High) AND (Case: Case Origin equals Email, Web) applies the milestone to cases where the Priority field is High and the Case Origin field is marked Email or Web. You can’t use the Case Owner field in formulas.
12. Click **Save**.

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

Note Milestones are measured in minutes and seconds, but their start and end times are only accurate to the minute. For example, suppose a milestone is triggered at 11:10:40 a.m. and the time to complete the milestone is 10 minutes. In this case, the milestone target time is 11:20:00 am, not 11:20:40. As a result, the remaining time for the support rep to complete the milestone is 9 minutes and 20 seconds, not the full 10 minutes. This applies only when business hours are not 24 hours a day.