Create a Milestone Type

You create milestone types in your org and then add them to an SLA policy to enforce different service levels on support records, like cases and work orders.

Required Editions

View supported editions.

User Permissions Needed
To create milestones:	Manage Entitlements

1. From Setup, enter SLA policies in the Quick Find box, then select SLA Policies under SLA Management.
2. On the Milestone Types tab, click New.
3. Click Add Milestone Type.
4. Enter a name and description. Try to name milestones after common support tasks, like “First Response Time” or “Resolution Time.” Descriptive names help users understand milestones when they see them on cases, work orders, or SLA policy.
5. Select a recurrence type.
6. Click Save.

You can’t apply a milestone type to a record by itself. It must be part of an SLA Policy. So after you create your milestone type, add it to an SLA policy.

Tip You can add validation rules to a milestone so that users can update a milestone only if it meets specific standards. For details, see Limit User Updates to Milestones.