Milestones in Salesforce: What They Are & How to Setup : Bijay Kumar

October 01, 2025 October 01, 2025

Milestones in Salesforce: What They Are & How to Setup
by: Bijay Kumar
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### Summary of Milestones in Salesforce As a Salesforce Administrator, my goal was to enhance customer support by ensuring that clients receive a response within 4 hours when they submit a support case. Salesforce offers a feature called "milestones" to help track this response time effectively. **What is a Milestone in Salesforce?** A milestone is a tool in Salesforce that tracks whether your support team meets service goals on schedule. It is part of the Entitlement process, which helps manage Service Level Agreements (SLAs). For instance, a milestone can be set to ensure a customer receives a first response within 4 hours. It automatically counts the time taken and sends reminders to agents if they are close to missing the deadline. If the agent fails to respond in time, the case can be escalated to a manager. ### How to Set Up Milestones in Salesforce 1. **Navigate to Setup**: In Salesforce, go to Setup, and in the Quick Find Box, search for "Milestones." 2. **Create a New Milestone**: Click on "New Milestone." 3. **Fill Details**: Provide a name and description for the milestone. Select a recurrence type: - **No Recurrence**: The milestone occurs once per case. - **Independent**: The milestone fires whenever criteria are met. - **Sequential**: The milestone repeats in order until complete. 4. **Save the Milestone**: After saving, you can edit or delete the milestone details as needed. By setting up milestones in this way, you can effectively track service goals, ensure timely customer support, and manage SLA compliance. ### Conclusion Understanding and implementing milestones in Salesforce is crucial for meeting customer expectations and improving support services. They serve as a mechanism to monitor deadlines and trigger necessary actions when SLAs are at risk of being missed. **Additional Resources**: - Setup Einstein Bots in Salesforce - Create an Opportunity in Salesforce - Transform Element in Salesforce Flow - Use HTTP Callout In Salesforce Flow - Grant Login Access to Support in Salesforce --- ### SEO Hashtags #Salesforce #Milestones #CustomerSupport #ServiceLevelAgreements #SLA #SalesforceAdministration #SupportServices #EntitlementProcess #SalesforceSetup #TechTips #CustomerExperience #CRM

As a Salesforce Administrator, I worked for a company that wanted to provide better support services by ensuring customers get a first response within 4 hours whenever they raise a support case.

Therefore, in Salesforce, we have a feature that allows us to setup a milestone so that it automatically starts counting time when a case is created. If the support agent replies within 4 hours, the milestone is marked as completed.

But if the time limit is about to cross, Salesforce sends a reminder to the agent. If the agent still doesn’t respond, the case can be escalated to a manager.

In this article, we will learn about milestones in Salesforce and how to setup them to improve the support service in Salesforce.

What is Milestone in Salesforce?

A milestone in Salesforce is a way to track if your support team is meeting service goals on time. It is part of the Entitlement process, which helps manage SLAs (Service Level Agreements).

For example, you can set a milestone to ensure that the first response to a customer occurs within 4 hours. Milestones automatically count the time and can send reminders or escalate if the goal is not met.

How to Setup Milestones in Salesforce

Now, let’s understand how to setup the Milestones in Salesforce so that we can improve the support service in Salesforce.

To create the credentials in Salesforce, click on the Setup. -> Home Page. -> In the Quick Find Box, Search for Milestones. You will see an option under Service. -> Click on it.
Then click the New Miltstone button.

Provide the Name for your milestone and description to give a brief intro to creating the milestone in Salesforce.
In the Recurrence Type, we need to choose how the milestone repeats. In this, we have the following three options:
- No Recurrence: happens once per case (suitable for First Response).
- Independent: fires whenever criteria are met (good when a milestone should restart each time a status changes).
- Sequential: repeats in order until the process is complete (ideal for regular updates).
Here, I have selected Independent as the Recurrence Type and then clicked the Save button.

After that, this master milestone is what you will add to the entitlement processes to provide better support services by ensuring customers get a first response.

After clicking on the save button, the milestone is created. Here we can see that the milestone detail is shown. We can also edit and delete this milestone detail.

In this way, we can create Milestones in Salesforce, which we will use in Entitlement Processes to track service goals, measure SLA compliance, and ensure timely customer support.

Conclusion

I hope you have got a clear idea about what a milestone is in Salesforce, how to create it, and where it can be used. Milestones help you track service goals and make sure your support team meets customer expectations on time.

They play an important role in entitlement processes by monitoring SLA compliance and triggering actions when deadlines are close or missed.

Salesforce Reader

Milestones in Salesforce: What They Are & How to Setup : Bijay Kumar

What is Milestone in Salesforce?

How to Setup Milestones in Salesforce

Conclusion

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