Fields
| Field Label | API Field Name | Type | Length |
| Business Hours | BusinessHoursId | reference | 15 |
| Case | CaseId | reference | 15 |
| Case Milestone ID | Id | id | 15 |
| Completed | IsCompleted | boolean |
Are your business cases a fit for Salesforce milestones?
Here are some example business cases that could be a fit for Salesforce Milestones: 1 “Premium Support customers are guaranteed an initial response within 3 hours.” 2 “We guarantee Tier 1 support case resolution within 48 hours.” 3 “Once accepted, enhancement requests must have a design proposal within 10 days.”
What is milestone in Salesforce customer portal?
Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases. Customer Portal users can't edit case milestones. Simply so, what is Entitlement and milestone in Salesforce?
What are milestones in a case?
They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases. Customer Portal users can't edit case milestones.
How do auto-complete case milestones work?
Auto-Complete Case Milestones Work with Milestones Where to View Milestones Milestone Statuses Milestone Actions Recurrence Types Objects with Milestones Entitlement Processes Set Up Entitlement Processes Create a Process Customize Fields Add a Milestone Add a Milestone Action
What is the use of Milestone in Salesforce?
Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that agents resolve support records correctly and on time.
How do I get case milestone in Salesforce?
Add a Milestone Action Navigate to the detail page of the Standard Support entitlement process you created. From Setup, enter Entitlement Processes in the Quick Find box and select Entitlement Processes. Then click Standard Support. Under Milestones, click the name of your milestone for high-priority cases.
What are milestones in service cloud?
Milestones define major steps in a support process and they can help define company SLAs. Milestones can be defined with a countdown to ensure certain key steps in the support process are being met in a timely manner.
Can you report on milestones in Salesforce?
To view work orders with milestones, create a work order report using the Object Milestones custom report type. To view cases with milestones, create a case report using the Cases with Milestones custom report type. Create list views that filter on milestone fields.
What is a case milestone?
Edit on cases. Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases. Keep the following things in mind when working with the related list.
What is recurrence type in Milestone in Salesforce?
The milestone occurs on repeat whenever the milestone criteria match the record criteria. Note Only one occurrence of a sequentially recurring milestone can be active at a time. For the first occurrence, the Start Date is the time when the milestone criteria are met on the case.
What are case entitlements?
Entitlements define levels of customer support within your case management process. They also set the stage for which milestones need to be reached–and when. For example, say a customer with a Basic Support package is entitled to 10 cases a year.
How do I edit a milestone in Salesforce?
Use Setup in Salesforce Classic: To edit case milestone detail page layouts, from Setup, enter Case Milestones in the Quick Find box, then click Page Layouts under Case Milestones.
How do you stop a milestone in Salesforce?
You can create workflow or trigger to stop the milestone using, objCase. IsStopped = true; Also, you can calculate how long it is being stopped using StopStartDate attribute.
What is case lifecycle report Salesforce?
Case Lifecycle. Run case lifecycle reports to view the results of the Range field, which indicates the length of time since the case last changed status or owner. Each time the status or owner changes, the counter begins again at zero. Service Contracts with Entitlements.
What is an entitlement process Salesforce?
Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
What is entitlement process start time in Salesforce?
The case milestone start time depends on the criteria defined in the Milestone "Start Time" picklist value and the Entitlement Process "Case enters the process" picklist value. Entitlement Process "Case enters the process" picklist value is "Based on case created date".
What is a milestone in a support process?
Milestones. Milestones define major steps in a support process and they can help define company SLAs. Milestones can be defined with a countdown to ensure certain key steps in the support process are being met in a timely manner.
What is a milestone in business?
Milestones can be a great out of the box tool if the configuration works for your business, but they have some limitations to keep in mind. Milestones are typically used for major steps in a linear process. There can be recurring milestones, but they’re still just steps along a case lifecycle.
How to configure Milestones?
To configure your Milestones, navigate to Setup → Service → Entitlement Management → Milestones. Select the New Milestone button, give your Milestone a name, and then select the Recurrence Type. There are three options for recurrence types. Here’s a little more about each one: No Recurrence.
What is an entitlement in Lightning?
Entitlements can be related to Accounts, Assets, Cases, and Service contracts. They could also be related to Contacts in Classic only but that feature is not available in the Lightning Experience. They can also be pre-configured to automatically tie to certain products.
Can you have entitlements without a milestone?
It’s important here to note that: Entitlements can be independent from Milestones, but Milestones require an Entitlement Process! You can have Entitlements enabled without an Entitlement Process with Milestones, and there are also some nice alternatives to Milestones that play well with Entitlements.