1. Customize Milestone Page LayoutsCustomize your page layouts for milestones to help support agents and supervisors tracksupport progress.
2. Enable Milestone Feed ItemsHelp support agents monitor support activity by enabling milestone feed items. Thisoption posts a notification to the feed and the record owner’s profile page when a milestone iscompleted or violated.
3. Set Up the Milestone Tracker The milestone tracker gives support agents a complete view of upcoming and completedmilestones, and displays countdowns for active and overdue milestones. Add it to the case feed,work order feed, a custom page, or the Service Console.
4. Limit User Updates to MilestonesAdd validation rules to milestones to prevent users from updating milestones unlesscertain criteria are met.
5. Create a MilestoneMilestones represent required steps in your support process, such as case resolutiontime and first response time. You create master milestones in your org and then add them toentitlement processes to enforce different service levels on support records, like cases and workorders.
6. Auto-Complete Case MilestonesCreate an Apex trigger that automatically marks milestones Completed on cases thatmatch unique criteria. In your trigger, define which events and related case criteria mustbe satisfied for a milestone to be marked Completed. You can implement a similar trigger toauto-complete work order milestones.