---
schema_version: "1"
id: 9eeb6564a6da5686260f627b10fa973be1e26b1d54c901b6c79b45370c61f035
title: How a Record Moves Through 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_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sla_policy_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 84b3e629bc88971809b0313e2f6d8bc7bceb6c6c90722c7a1d3bfa66bb1eb4ca
description: When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy.
products:
  - Service Cloud
release: "264"
---
# How a Record Moves Through an SLA Policy

When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy.

### 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>

1. A support rep linked a record to an entitlement that has an SLA policy. This can be done in several ways:
    
    - The support rep creates the record from the Cases or Work Orders related list on the entitlement.
    - The support rep creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement.
    - An entitlement is automatically mapped to the record based on Auto Apply Entitlements rules set by admin.
2. The record enters the process based on its creation date or a custom date/time field. A custom date/time field lets users edit a date on the record to trigger when it enters the process.
3. Salesforce assigns milestones with matching criteria to the record. For example, if a milestone’s criteria is `Priority equals High`, and a case has a Priority of `High`, Salesforce assigns it to the `Priority equals High` milestone. A record associates with one milestone at a time. It can associate with many milestones as it moves through the process.
4. Milestone actions determine when and if warning, violation, or success workflow actions fire for the record.
5. A support rep updates the record to complete a milestone action.
6. After a record is updated, it cycles through the SLA policy and initiates any milestones that match its criteria.
7. The record exits the process based on custom criteria or when it’s closed.

You can view records with assigned entitlements by creating object (case, work order, etc.) list views that filter on SLA policy fields.