1. Add these fields to case and work order page layouts.FieldDescriptionTimeline (available only on case page layouts)How far along a case is to reaching an entitlement process’s milestones. You can click or hover your mouse pointer over each milestone to view its details. These icons represent milestones:CompletedmilestoneViolated milestoneYou can drag the Handle icon () along the Timeline Zoom tool to view past and future milestones. If an entitlement process applies to the case, this field appears.StoppedLets you stop an entitlement process on a record, which might be necessary if you’re waiting for a customer’s response.Tip If you want to use this feature, give your agents access to the field through field-level security.If a case is stopped anda user doesn’t have access to the field, the Case Milestone component in LightningExperience continues to track time for them, even though the timer is paused. Until theStopped field is updated (unpaused), each time the user refreshes the case record, themilestone timer restarts from where it was paused. Don’t confuse your users; give themaccess to the Stopped field.Stopped SinceThe date and time the entitlement process was stopped on the record.
2. Completedmilestone
3. Violated milestone
4. Save your changes.